Public Warning – Do not deal with True Filter Group Pty Ltd

NSW Fair Trading Commissioner Rose Webb today issued a public warning urging consumers not to deal with online retailer True Filter Group Pty Ltd.

The online trader supplies water systems and accessories through three known websites:, and

Ms Webb said True Filter Group appeared on the Fair Trading Complaints Register three times in 2018 and has received over 120 complaints since September 2015.

“Complaints from consumers suggest the business is misleading their customers by selling generic products advertised as brand name goods,” Ms Webb said.

Fair Trading has also received a range of complaints from consumers detailing their loss of money after dealing with the trader.

“The information received from consumers suggests True Filter Group is breaching a number of sections of Australian Consumer Law, which applies to transactions online in the same way it does in-store,” Ms Webb said.

These contraventions include supplying generic products in the place of genuine brand name products, delays in the supply of goods, issues with cancellations and returns including a 25% restocking fee and storing credit card details and recharging customers months later.

“We want to ensure customers are armed with consumer knowledge, so they don’t lose money to this business. Consumers who purchase goods or services from online Australian retailers have the same rights as if they had purchased goods or services in store”.

“When dealing with online companies, consumers are urged to do their research, including looking at the Fair Trading Complaints Register and researching online comments about the business, and carefully reviewing any applicable terms and conditions where available,’ Ms Webb said.

Consumers who have complaints about dealings with True Filter Group should contact NSW Fair Trading on 13 32 20.

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