ScanTract consumer campaign · ACTIVE — CBS REQUEST SUBMITTED

Us vs Fetch TV Australia

Bought a Fetch box outright? Here's how to raise your concerns directly with Fetch, report them to the ACCC and follow the campaign as it develops.

Last editorial update: 11 November 2026 · Historic retail terms recovered; new Fetch ticket active

Campaign illustration raising concerns about new conditions affecting outright-purchased Fetch Gen 3 devices — ScanTract campaign artwork illustrating consumer concerns, not an official Fetch notice or a finding of unlawful conduct.

Confirmed deadline: 30 November 2026

Fetch has updated its official Gen 3 Extended Service Levy FAQ to confirm 30 November 2026 as the deadline for affected retail customers. It states that service suspension begins from 1 December if no eligible option is chosen. While an account is suspended, Fetch says recovery remains possible by contacting them and taking an eligible option. Continued inaction may lead to irreversible permanent deactivation, with no published duration for the recoverable suspension period.

Important: Fetch distinguishes suspension from cancellation. Cancellation is described as permanently disabling the device and recordings. A formal complaint does not automatically pause suspension; check your own account and terms directly with Fetch before taking irreversible action.

This campaign concerns service access on outright-purchased devices. Separate third-party streaming-app compatibility changes should not be confused with Fetch's own arrangements.

Read Fetch's official announcement

Follow the complaint guide

The recommended sequence is simple: write to Fetch first, keep their response and ticket number, then lodge your own report with the ACCC. Your report should reflect your actual experience.

Step 1 · Contact the business

Send a formal complaint to Fetch

Email contactus@fetchtv.com.au. We used this address and received a support-ticket acknowledgement. Request a written explanation rather than only a general customer-service reply.

Copy the example below and personalise it. Remove claims that do not fit your situation.
Add your relevant model, purchase date and documentary evidence, without sharing passwords or unnecessary account details.
Send it from your own email account to Fetch.
Keep the sent email, acknowledgement, ticket number and any replies.

Editable complaint email example

Subject: Formal complaint about proposed Fetch Gen 3 device changes

Dear Fetch Customer Support,

I purchased my Fetch Gen 3 device outright and am concerned by the recently announced changes affecting retail customers.

My understanding is that I must elect to pay a $29.99 Extended Service Levy, replace my device or subscribe to an eligible paid service to retain access to supported Fetch services. I am concerned about the possible suspension or eventual deactivation of functions on hardware I already purchased.

Please treat this as a formal complaint and explain in writing:

1. The specific purchase terms, contract provisions and original sales representations relied on to introduce the new conditions.
2. Which functions will stop working, the dates involved and how any existing recordings may be affected.
3. Whether any functionality will remain available without choosing one of the proposed options.
4. Why affected retail customers are treated differently from customers receiving Fetch through participating internet service providers.
5. What remedies or alternatives are available to customers who purchased hardware outright and dispute these changes.

Please acknowledge this complaint, provide a support ticket/reference number and give me a substantive written response.

I am also concerned about my rights under the Australian Consumer Law. I am not asserting that a breach has already been established; I am asking Fetch to explain its position and address these concerns.

Kind regards,
[Your name]
[Relevant device model, purchase date and supporting information]

Open email to FetchI have sent my complaint to Fetch. (This checklist is kept only on this page. It does not send the email or notify ScanTract.)

Step 2 · Regulatory report

Report your concern to the ACCC

After contacting Fetch, you can report the broader consumer issues to the Australian Competition and Consumer Commission. You do not necessarily need to wait for Fetch's final response before reporting, particularly given the deadline. The ACCC collects reports but does not resolve individual complaints or determine legal liability.

The selections below reflect the four-step reporting path ScanTract used in October 2026. The ACCC can change its form. Always answer accurately for your own circumstances rather than copying selections blindly.

Before you start: save your three key emails

Your correspondence helps document what Fetch announced, what you asked it to explain, and whether it acknowledged your complaint. Prepare these files before opening the ACCC report.

Fetch's original notice. Save the email telling you about the Gen 3 changes, levy, deadline or suspension. Suggested filename: 01-fetch-original-notice.pdf
Your complaint to Fetch. Open the message in your Sent folder and save the actual email you sent. Suggested filename: 02-my-complaint-to-fetch.pdf
Fetch's acknowledgement or response. Save the automated ticket email showing your complaint reference. If you also received a substantive response, save that separately. Suggested filename: 03-fetch-ticket-acknowledgement.pdf

How to save an email as a PDF

On a computer, open the email in Outlook, Gmail or your mail application. Choose Print (often available from the email's menu, or by pressing Ctrl + P on Windows). Select Save as PDF or Microsoft Print to PDF instead of a physical printer, then save the file. Repeat for each email.

Check that the saved PDF shows the sender, recipient, subject, date and full message. Keep the original emails in your mailbox as well; PDFs are convenient copies, not replacements for the originals.

When reporting: If the ACCC form offers a document-upload option, attach these PDFs and any other relevant evidence, following the form's file limits. If no upload option is available, summarise the three emails and their dates in your report, explain that you have copies available, and retain them in case the ACCC requests more information. Do not abandon your report because an attachment field is absent.

Privacy: Only provide relevant information to the official ACCC reporting service. Check the PDFs for unnecessary personal or account information. Do not upload your private emails to ScanTract or post them publicly. Never alter the originals.

ACCC form: Stage 1 — What is the issue?

For our submission, we selected “An issue with a service”. The fuel-related question was answered No. Follow the options that best describe your own issue.

Stage 2 — Provide the details

Our selected category was “It's something else”. Related questions about the NDIS and environmental/greenwashing claims were answered No.

We identified the retail company using its ABN:

FETCH TV RETAIL PTY LTD

ABN 53 168 151 522

Confirm on ABN Lookup

Explain when you purchased the device, its relevant advertised terms, Fetch's recent notice, the impact on you and the questions your complaint raises. Include dates and specific evidence.

Example report wording

I am reporting a concern about Fetch TV Retail Pty Ltd and proposed changes affecting privately purchased Fetch Gen 3 devices.

I purchased my Fetch device outright. Fetch originally notified affected customers of a 31 October 2026 deadline, since extended and confirmed in Fetch's official FAQ as 30 November 2026. The options include a one-time $29.99 Extended Service Levy, replacing hardware or taking an eligible paid subscription. Fetch says service suspension begins from 1 December 2026 if no eligible option is chosen.

My concern is whether imposing new financial conditions, and potentially suspending or deactivating services used through previously purchased hardware, is consistent with the representations and terms that applied when the device was sold and with Australian Consumer Law.

I would like the ACCC to consider the fairness of any relevant contractual terms, the original sales representations, product durability, consumer expectations and how existing device functions and recordings may be affected.

I have contacted Fetch directly to raise a formal complaint. My individual circumstances, purchase details, notifications and correspondence are: [ADD YOUR OWN FACTS HERE].

I understand the ACCC records reports about potentially concerning business conduct and generally does not resolve individual consumer disputes.

Stage 3 — Your contact details

Enter your own contact information. In our report, we did not remain anonymous; the agency-sharing option was treated as an optional choice. Consider the privacy implications and select what you are comfortable with.

Stage 4 — Review and submit

Check every answer for accuracy, submit through the ACCC website and save any confirmation or reference number. ScanTract cannot see whether you submitted a report and does not submit one on your behalf.

Open the official ACCC reporting form

For individual remedies, a state or territory consumer protection agency or another suitable dispute-resolution body may be more appropriate.

Step 3 · Keep records and follow up

Save your evidence

Proof of purchase, original advertising and applicable contract terms.
Fetch notices, device model and screenshots of relevant warnings.
Sent complaint, support-ticket number and written replies.
ACCC or state consumer agency submission confirmations and any regulator correspondence.
Notes about specific lost features or recordings, without publicly disclosing personal information.

If Fetch responds, assess what it has actually answered, retain the evidence and consider an appropriate next step. There is no need to threaten proceedings or allege wrongdoing that has not been established.

Campaign progress

Fetch issued its final Level 2 position and a final written reply was sent. Following a CBS advice submission on 8 November, a CBS adviser called and suggested raising the recovered 2016 retailer terms and sales representations with Fetch and reporting the response back. Our reply generated a separate Fetch support ticket, which remains active. CBS has not made a legal finding or agreed to conciliate, and our ACCC report remains acknowledged without a substantive outcome.

Formal complaint lodged with FetchCompleted
Fetch support ticket receivedCompleted
ACCC consumer report submittedCompleted
ACCC acknowledgement receivedCompleted
Initial written response from FetchCompleted
Follow-up received; deadline confirmed publiclyCompleted
Final Level 2 position from Fetch receivedCompleted
Final written response sent to FetchCompleted
CBS consumer advice request submittedCompleted
CBS telephone advice receivedCompleted
2016 retail terms and advertising recoveredCompleted
Further Fetch support ticket activeCompleted
Further Fetch response or CBS outcomePending
Further ACCC correspondencePending
Resolution or regulatory outcomePending

Next milestone: use the separate active Fetch ticket to seek the company's response to the recovered original retailer terms, and report meaningful developments back to CBS. We are also awaiting any further ACCC response. Affected customers should review Fetch's current official FAQ and confirm their account-specific options before 30 November. Fetch says suspension may begin from 1 December, with permanent deactivation possible later; neither an open complaint nor discussion of class actions automatically stops that timetable.

Latest campaign updates

What we have done, what we know and what remains unanswered. Each update is dated so that older information can be checked against the latest announcements.

11 November 2026 · Campaign update

Original Fetch retailer terms recovered as CBS advises further contact

Archived 2016 Fetch retailer terms and retail advertising offer new evidence about the free Starter Pack, cancellation and contractual changes. CBS has provided telephone advice, and a new Fetch support ticket remains active. We also explain why discussion of a class action is not the same as a legal case.

Read full update Read the original source

8 November 2026 · Regulatory report

Fetch issues final response as ScanTract refers the dispute to South Australian CBS

Following Fetch’s final Level 2 response, a final written reply was sent and a consumer goods and services advice request was submitted to South Australian Consumer and Business Services. The ACCC report remains acknowledged, with no further agency outcome yet.

Read full update

6 November 2026 · Correspondence

Fetch confirms 30 November deadline and continues its review

Fetch has confirmed the revised 30 November 2026 deadline, clarified that suspension is not itself permanent deactivation, and confirmed our complaint remains open for further review. ScanTract will allow time for a substantive written response.

Read full update Read the original source

31 October 2026 · Correspondence

Fetch responds to Gen 3 complaint and advises of deadline extension

In a written reply to ScanTract’s formal complaint, Fetch says the Gen 3 levy opt-in deadline has been extended to the end of November 2026. It has escalated the complaint but has not confirmed protection against deactivation during review.

Read full update Read the original source

29 October 2026 · Regulatory report

ACCC acknowledges ScanTract’s consumer report

The ACCC has acknowledged receipt of ScanTract’s report about the Fetch Gen 3 changes. An acknowledgement is not an investigation, finding or decision about a legal breach.

Read full update Read the original source

28 October 2026 · Regulatory report

ScanTract lodges consumer report with the ACCC

ScanTract submitted a consumer report to the ACCC concerning proposed changes to outright-purchased Fetch Gen 3 devices, following its written complaint to Fetch.

Read full update Read the original source

28 October 2026 · Correspondence

Formal complaint submitted to Fetch

ScanTract sent a written complaint asking Fetch to explain the changes affecting retail-purchased Gen 3 devices and received a support-ticket acknowledgement. A substantive reply is still pending.

Read full update

28 October 2026 · Campaign update

Consumer complaint and reporting guides prepared

ScanTract prepared a formal complaint email and worked through the ACCC consumer-reporting process. Our contact with Fetch generated a support ticket acknowledgement. An acknowledgement is not a decision on the complaint.

Read full update

October 2026 · Campaign update

Fetch sets 31 October response deadline for affected Gen 3 customers

Fetch published its Extended Service Levy and alternative arrangements, with a response date of 31 October 2026. Retail customers should check their own notice and the official terms.

Read full update Read the original source

Follow this Fetch campaign

Receive new ScanTract updates when we publish relevant Fetch correspondence, regulatory developments or our next steps. You will also receive occasional ScanTract news and announcements.

Independent consumer guidance, not legal advice. ScanTract is not affiliated with Fetch, the ACCC or any government agency. A report or allegation is not proof of a legal breach. Public campaign updates will distinguish confirmed facts, questions and opinions.