ACMA Compliance Priorities 2024 – 2025
Thank you for the opportunity to provide input on the Australian Communications and Media Authority (ACMA) compliance priorities for the 2024-25 financial year. Consumer Action Law Centre (Consumer...
Telemarketing and doorknocking ban under the Victorian Energy Upgrades program
Consumer Action reaffirms our strong support of the implementation of this ban on both telemarketing and door to door sales as an important step in addressing the consumer harm that unsolicited sales...
Fighting SMS Scams – What type of SMS sender ID registry should be introduced in Australia?
The Australian Communications Consumer Network's (ACCAN) submission has been informed by feedback from consumer and community organisations who regularly assist consumers affected by scams and other d...
Energy prices hitting families hard and bigger price reductions urgently needed say consumer advocates
Consumer Action Law Centre CEO Stephanie Tonkin has welcomed draft decision by the Essential Services Commission (ESC) that will see a modest decrease in energy bills this year, but as more families a...
Relief for telco customers in financial hardship welcomed – but much more needs to be done
Consumer Action’s CEO Stephanie Tonkin says new telco supports flagged by the Australian Communications and Media Authority (ACMA) are a significant step in the right direction, but further work must...
Consumer fail: New Telco Code proposal delivers little for vulnerable consumers
The Communications Alliance, the peak industry body for the Australian communications sector, has released a proposed framework and review package for the Telecommunications Consumer Protections (TCP)...
Joint Submission: Getting the Victorian Default Offer right
This submission represents the shared view of leading Victorian community sector organisations and energy consumer advocates. Our submission identifies where there remains work to be done, and Victori...
2024-25 Victorian Default Offer: Request for comment paper
Consumer Action reaffirms the importance of the policy intent underpinning the Victorian Default Offer (VDO) to provide a simple, trusted and reasonably priced electricity option that safeguards consu...
REPORT: Our Impact 2022-23 fighting for a fairer marketplace especially for those needing help
We are delighted to publish our Impact Report 2022-23 which highlights our organisation’s achievements over the past year working for and with the people we help. Read about the many successes we h...
Consumer Action launches class action in Federal Court against pawnbroker Taylors Business
Consumer Action Law Centre (Consumer Action) has filed a class action in the Federal Court of Australia against Taylors Business Pty Ltd. The lead plaintiff, a Victorian woman, represents herself and...
The consumer experience of faulty cars in Victoria: Report launch
Hear an expert panel discuss why we need a better system for resolving car disputes in Victoria at the launch of a major report on the consumer experience of faulty cars in Victoria by Consumer Policy...
REPORT: Victoria overrun with dodgy lemon cars as current dispute process totally unfit for consumers
A groundbreaking report from the Consumer Policy Research Centre (CPRC) has found that over half (54%) of all Victorians who bought used or new car in the past five years experienced major or minor fa...
Telcos still not connecting with Aussies -especially those most impacted by the cost-of-living crisis
The latest figures released in the Telecommunications Industry Ombudsman’s (TIO) 2023 Annual report show that the nation’s telcos are still not providing an acceptable standard of service in many key...
In this cost-of-living crisis Telstra can do much better on hardship support
The vast majority of Telstra customers will pay $5 per month more on their internet bills following price increases announced this week. Consumer Action Law Centre CEO Stephanie Tonkin said a growi...
Banning telemarketing under the Victorian Energy Upgrades program
We strongly support the Minister’s intention to introduce a ban on telemarketing within the VEU program. We have long advocated for bans on telemarketing (as well as doorknocking) as inherently probl...
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...