Energy Assistance Report 3rd Edition
Understanding the experience of Victorians dealing with energy hardship Access to affordable, reliable energy is one of the key challenges facing governments, the energy sector, and consumers in 20...
REPORT: More support needed to help Victorians households manage power bills
A new report released today by Consumer Action Law Centre has found that while Victoria’s energy retailers continue to improve their support for people in financial hardship, many Victorians continue...
Albanese Government’s new consumer safeguards for telco customers doing it tough welcomed
Consumer Action’s Acting CEO Tania Clarke has congratulated Minister for Communications Michelle Rowland for acting swiftly to address the growing list of concerns from consumer advocates and telco cu...
One million telco complaints: ACCC calls for stronger regulations for nation’s most distrusted industry
Consumer Action Acting CEO Tania Clarke says Minister for Communication Michelle Rowland should act now to implement tough new laws to clean up the telco industry. Ms Clarke’s call for action comes...
REPORT: Telco industry has ‘failed on almost every level’ to protect and support vulnerable customers
This latest report by the Telecommunications Ombudsman (TIO) published today, Time for Change is shocking to read and makes it clear that industry self-regulation has failed on almost every level when...
Consumer groups welcome Knock to Stay Connected customer code for energy companies
Consumer groups and the financial counselling sector have welcomed the launch of a new customer code for the energy sector. The Knock to Stay Connected customer code requires network companies to visi...
More support needed for Victorian households as cost of default prices for electricity will increase by 25%
The Essential Services Commission (ESC) has listened to consumer groups’ calls for a reduction of the proposed increase to the Victorian Default Offer (VDO) for energy in Victoria. However, today's an...
REPORT: Telcos still not doing enough for customers
A new report from the Telecommunications Industry Ombudsman has revealed that the telco industry is still not doing enough to help people suffering from financial hardship. Consumer Action's David...
Feedback on standard draft decisions: 2023 Water Price Review
Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the standard draft decisions released by the Essential Services Commission (ESC) as part of the 2023 Water Price Rev...
Hundreds of thousands of telco customers cut off as 2.4 million Australians struggle to pay telco bills
Telco providers are far less likely than other essential services to provide hardship assistance to Australians when they find themselves in financial crisis and here’s the proof: last year 406,428 cu...
New code will improve outcomes for Victorian consumers
Consumer Action Law Centre welcomes the announcement from Solar Victoria that all solar photo voltaic (PV) and battery retailers participating in their Solar Homes and Solar for Business programs will...
ACMA finds Telstra wrongfully cut off 5,400 vulnerable customers, proving stronger laws are needed
“Instead of offering fair and suitable hardship arrangements to support customers struggling to pay their bills, Telstra and other telco providers continue to breach their own industry rules by cuttin...
Vic energy regulator urged to scale back proposed price hikes
Victoria's leading social, legal, financial and consumer rights' bodies have united to oppose a dramatic planned rise in power prices across Victoria. The state's independent energy regulator, the Es...
Victorian Default Offer 2023-24 Draft Decision: We need a meaningful reduction to the proposed 31% increase
To date, we believe that the Victorian Default Offer (VDO) has been successful in achieving the policy objective of providing consumers unable or unwilling to engage in the market with a simple, trust...
ACCAN report reveals massive telco failure to provide effective hardship support for those doing it tough to stay connected
Telcos are not doing enough to provide access to adequate hardship measures for those doing it tough in what is now the worst cost-of-living crisis in a generation, says David Hofierka, Senior Policy...
Energy price hikes a further blow to families during cost-of-living crisis
Energy price hikes announced today of more than 30 per cent in the Victorian Default Offer (VDO) draft determination, are yet another blow to families during the worst cost of-living crisis in a gener...
PODCAST: “The best job I will ever have in my career,” Gerard Brody on his 10 years as Consumer Action CEO
PODCAST: In his last week as Consumer Action CEO, Gerard Brody sat down to reflect on some of his experiences at the centre. One of the most incredible aspects of Gerard's leadership is his calm and v...
Increase in TIO complaints underlines need for stronger consumer protections
As the Telecommunications Industry Ombudsman (TIO) Quarter Two Complaints Report reveals a noticeable increase in complaints about telecommunications companies,” Consumer Action is reiterating its cal...
Victorian Default Offer 2023-24: Consultation Paper
Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s (ESC) Consultation Paper on the review of the Victorian Default Offer (VDO) for 2023-24. On bal...
Repeat offender Alinta Energy fined $380,000 for failing to help Victorians in dire need
Consumer Action has welcomed the Essential Services Commission (ESC) imposing $380,000 in penalties on energy retailer Alinta Energy Retail Sales Pty Ltd (Alinta Energy) for failing to provide adequat...
Draft Telecommunications (Infringement Notice Penalties) Determination 2022
We welcome the opportunity to comment on the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) consultation on the draft Telecommunications (I...
Energy price caps welcomed, but bill relief needs to reach those doing it toughest in cost-of-living crisis
Consumer Action Law Centre has welcomed today’s passing of the Competition and Consumer Amendment (Gas Prices) Bill 2022, which will cap gas prices and deliver bill relief, as well as plans to support...
Opinion: Equity must be central to gas market intervention
An edited version of this opinion piece was published in The Guardian on 5 December 2022 The Treasurer Jim Chalmers is set to intervene in the gas market to push down very high bills, likely throug...
Water prices a welcome relief but hardship concerns remain
Consumer Action has welcomed the price proposals from Victorian water businesses for the period 2023-28 in a submission to the Essential Services Commissions Initial Feedback: 2023-28 Water Price Revi...
Initial feedback: 2023-28 Water Price Review
Access to water is a basic human right recognised by the United Nations and the Australian Government as fundamental to health, wellbeing, and an adequate standard of living. Critical to upholding thi...
ACMA Telstra direction reveals weak and worrying gaps in its powers to regulate telecommunications
Consumer advocates* are raising deep concerns about the ineffective framework for telco regulation in Australia following a direction from the Australian Communications Media Authority (ACMA) to Telst...
Retirement Villages Amendment Bill 2022 Exposure Draft
Retirement living is an important option for many older Victorians. The proposed Retirement Villages Amendment Act includes some positive measures that will improve consumer protection standards. O...
Protecting consumers of distributed energy resources
With Victorians wanting to play their part in carbon reduction, consumer protections for new energy products and services need to be enhanced. This submission to the Department of Environment Land...
TIO annual report reveals complaints about mobile services at five-year high
The Telecommunications Industry Ombudsman (TIO) annual report released today has revealed stark contrasts—while complaints about phone and internet services decreased in the year ending 30 June 2022,...
Hundreds of thousands of lemon cars sold ‘down the lane’, why we need an ombudsman
Data from Australian Competition and Consumer Commission (ACCC) actions, recalls and other court actions has revealed that there are hundreds of thousands of lemons on Australia’s roads, many of which...
Water Customer Service Codes Review
Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback on the Essential Services Commission’s (the ESC) proposed amendments to the water customer service codes. O...
Our Policy and Campaign Priorities for 2022-23
Consumer Action has revealed its Policy and Campaign Priorities for 2022-23 with a refreshed focus on making the marketplace for consumers fairer. Director of Policy and Campaigns Tania Clarke said...
Wholesale energy upheaval should not push default electricity prices higher
The Consumer Action Law Centre (Consumer Action) has written to Kate Symons, Chairperson of the Essential Services Commission (ESC), urging caution before accepting electricity retailer arguments to r...
Embedded networks ban promotes consumer choice and is a win for Victorians
The announcement today from the Victorian Minister for Energy Lily D’Ambrosio banning embedded networks in new residential apartment buildings, and improving protections for existing networks,...
‘Telcos still behaving badly’: Report highlighting key drivers of customer complaints welcomed
Consumer Action has welcomed a report released today from the Telecommunciations Industry Ombudsman (TIO) that reveals a high level of customer complaints about poor mobile services and the continued...
Commit to a lemon car ombudsman in November election say consumer advocates
Consumer Action Law Centre and WEstJustice Western Community Legal Centre are calling on the Victorian Government to make a solid commitment, ahead of the upcoming Victorian election in November, to i...
Electricity disconnections on the rise as gaps in support for families revealed
Amidst worrying reports of rising energy prices, Consumer Action is calling for energy retailers to do more to help families and people who fall into difficultly with their bill payments, leading to d...
Retailer authorisation and exemption review: Issues Paper
Consumer Action Law Centre welcomes the opportunity to comment on the Australian Energy Regulator’s (the AER) Issues Paper as part of its review of the retailer authorisation and exemption frameworks...
Telcos are an essential service and must step up to help customers in need
Consumer Action has welcomed the Statement of Expectations today from the Australian Communications and Media Authority (ACMA) setting out clarity for telcos on assisting customers experiencing vulner...
Joint consumer submission on the Independent TIO Review
This is a joint submission from Consumer Action Law Centre, the Australian Communications Consumer Action Network (ACCAN), Financial Counselling Australia and WEstjustice. Our submission draws on...
Review of the Victorian Default Offer Order in Council
Consumer Action Law Centre welcomes the opportunity to comment on the Victorian Government’s review of the Order in Council (the Order) that was used to give effect to the Victorian Default Offer (the...
Victorian Default Offer electricity tariffs 2022-23
Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Services Commission’s (the ESC) Draft Decision for Victorian Default Offer (the VDO) tariffs to apply...
Water is an essential service and must remain affordable for everyone
Consumer Action Law Centre has written to the Chairs and Managing Directors of the Victorian water corporations about the impending 2023 Water Price Review, urging them to prioritise affordability so...
Victorian Property Market Review
Consumer Action has provided a submission to the Victorian Property Market Review. The review is an important opportunity to improve property market laws to support Victorians to have fairer and easie...
The Australian Communication and Media Authority’s compliance priorities 2022-23
The impact of COVID-19 and lockdowns during 2021 underscored the essential nature of telecommunications, as well as the effect of poor telecommunications practices on people experiencing vulnerability...
OPINION: That lemon car sour taste just keeps getting worse
Opinion piece by Gerard Brody, CEO Consumer Action Law Centre A version of this opinion piece appeared in the Herald Sun today The pandemic has helped drive second-hand car prices up 50 percent...
Calls for stripping Sumo Power’s energy licence & compensation for those wrongly disconnected
Consumer groups* have written to the Essential Services Commission (ESC) calling for Sumo Power’s (Sumo) licence to operate in Victoria to be investigated and monetary compensation for those wrongfull...
Inhumane energy disconnections must end: $500K Sumo Power fine
Consumer Action has welcomed the Essential Services Commission (ESC) imposing $500,000 in penalties on energy retailer Sumo Power Pty Ltd for wrongfully disconnecting hundreds of families in the lead...
Privacy Act Review – Discussion Paper our submission
This submission is Consumer Action’s response to the Privacy Act Review Discussion Paper, published by the Attorney General’s Department in October 2021. We are responding solely to the proposals a...
Central and Gippsland Region Sustainable Water Strategy: Our submission
Access to water is an indispensable human right. All Victorians have the right to enjoy access to safe, reliable water supplies, so that they are able live healthy and dignified lives. Fundamental...