During an online chat, a Virgin service representative continued to claim that I couldn't request a replacement for a 12 month old phone. They kept advising me that it is the choice of the Service Centre whether they repair or replace the phone. This is obviously incorrect as per Australian Consumer Law - see here for details:
We would need more information to assist with your enquiry. What was the reason for requesting a replacement?
You mentioned the Service Centre so if it's due to a minor problem or fault, a free repair under warranty is the correct process. Please check out our online help and support page on warranty. If it is deemed that it cannot be repaired, a replacement will be issued.