Submission - Consumer Action Law Centre

Proposed AFCA Rules changes to expand jurisdiction over receiving banks in scams

We welcomed this year’s Federal Government announcement and Authorisation to expand AFCA’s jurisdiction to enable AFCA to consider complaints against banks for scam matters where an AFCA complainant d...

Minimum disconnection amount draft decision

In this submission, we discuss the significance of energy affordability in determining a disconnection amount, the risks with setting a threshold to disconnect a person or household from an essential...

Better Energy Customer Experiences consultation

Consumer Action Law Centre (Consumer Action) supports the prioritisation of a strong energy consumer protection framework for Australian energy customers, particularly as we transition to renewable en...

Joint Submission: Centrepay Reform – Consultation

This is a joint submission led by Financial Rights Legal Centre, supported by Consumer Action Law Centre and: • Australian Communications Consumer Action Network • AnglicareNT • Brotherhood of St...

Draft Determination – Application by the Australian Banking Association

We provide the following comment on Draft Determination AA1000683 in response to the Australian Banking Association’s (ABA) application to continue offering Basic Bank Accounts (BBAs) and certain cond...

ACMA Compliance Priorities 2025-26

Overall, we support the Australian Communications and Media Authority (ACMA’s) current compliance and enforcement priorities and recommend they are extended into 2025-26 as there is more work to be do...

Victorian Energy Upgrades Strategic Review: Discussion Paper

We welcome the opportunity to provide our submission responding to the Discussion Paper released as part of the Victorian Energy Upgrades (VEU) Strategic Review. Consumer Action Law Centre (Consumer A...

Compensation Scheme of Last Resort post-impementation review

Consumer Action Law Centre strongly supports the joint submission by CHOICE and other consumer organisations. We provide this supplementary submission in response to the Compensation Scheme of Last Re...

Buy Now Pay Later (BNPL) – Draft Regulations

The consumer sector has been calling for appropriate regulation of BNPL for several years and we are pleased that legislation will shortly come into force, providing some protection to customers, part...

Proposed updates to RG209 with respect to the treatment of HECS debt in responsible lending

Consumer Action Law Centre’s perspective is that the changes suggested appear commonsense, particularly because they describe a closer assessment of a person’s income and expenditure in providing cons...

Code Governance Committee monitoring priorities for 2025-26

Insurance files form a large part of our legal casework and frequently involve clients in personal or financial crisis. While many claims may appear straightforward to an insurer, no claim is simple t...

The Banking Code Compliance Committee’s priorities for 2025-26

Consumer Action Law Centre strongly supports the Banking Code Compliance Committee (BCCC) examining Code compliance through Bank@Post closely. We frequently hear anecdotal issues with accessing bankin...

Image of wind turbines denoting a submission about energy

Consumer Energy Resources (CER) Consumer Protections Review

Consumer Action Law Centre welcomes the opportunity to provide our submission to the Department of Energy, Environment and Climate Action (DEECA) in response to the Consumer Energy Resources (CER) Con...

Submission: Scams Prevention Framework Bill 2024

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Victorian Default Offer 2025-26 Request for comment

The cost-of-living crisis has deepened the urgency of ensuring an affordable energy price for Victorians. On Consumer Action’s frontlines, we hear from Victorians every day who are struggling to meet...

Energy Consumer Reforms Consultation

Consumer Action supports the objectives of the Essential Services Commission (ESC’s) proposed reforms to ensure people experiencing payment difficulty are receiving the best price for energy from thei...

Concerning the ABA’s application to remove conditions from basic bank account conduct

Our response to the Australian Competition and Consumer Commission on this issue is supported by the Financial Rights Legal Centre and CHOICE. We are interested parties in the application by the Au...

AUSTRAC: Guidance on assisting customers who don’t have identification

This is a joint submission made on behalf of: •Consumer Action Law Centre •Financial Counselling Australia •Financial Rights Legal Centre •Indigenous Consumer Assistance Network •Mob Strong Deb...

Submission: Scams Prevention Framework – exposure draft legislation

This is a joint submission made on behalf of: • Consumer Action Law Centre • CHOICE • The Australian Communications Consumer Action Network • Financial Rights Legal Centre • Super Consumers Austr...

Strategic Review of the Victorian Energy Upgrades program

We welcome the opportunity to provide our feedback to the Victorian Energy Upgrades (VEU) strategic review. Consumer Action supports the VEU program objectives of helping Victorians to make energy...

Network Outage Review

As extreme weather events continue to increase, it is imperative that Victorians’ access to essential services is protected and prioritised by Government, regulators and industry. Consumer Action L...

The Energy Retail Code of Practice review

We welcome the opportunity to provide our submission to the Essential Services Commission’s (ESC) review of the Energy Retail Code of Practice (the Code). In this submission, where relevant, we hav...

Minimum Standards for Rental Properties and Rooming Houses

Consumer Action Law Centre, with Financial Counselling Victoria, the Federation of Community Legal Centres (FCLC), Anika Legal, Westjustice and Community Information & Support Victoria (CISVic),...

Services Australia: Centrepay Reform Discussion Paper

This submission to Services Australia is prepared by the Consumer Action Law Centre based on our casework experience. The primary issues we identify in our client files for Centrepay customers are:...

Network Outage Review

Consumer Action Law Centre is delighted to make a submission to the Network Outage Review. We were contacted by a small number of consumers impacted by the network outages in February 2024, and som...

Review of the National Energy Customer Framework

Consumer Action welcomes the opportunity to provide our submission to the Australian Energy Regulator’s (AER) review of the National Energy Customer Framework (NECF). In this submission, we draw predo...

Independent Review: Initial Consultation Paper, April 2024

Financial Rights Legal Centre has drafted this submission on behalf of the Consumers Federation of Australia. The following organisations have contributed and are signatories to this submission: •...

Victorian Default Offer Draft Decision 2024-25

Consumer Action welcomes the opportunity to provide our submission to the Essential Services Commission (ESC) Draft Decision of the Victorian Default Offer 2024-25. We welcome the ESC’s draft deci...

Buy now pay later exposure draft materials

Our organisations have long advocated for Buy-now-pay-later (BNPL) to be regulated as a credit product under the National Consumer Credit Protection Act 2009 (NCCPA), and so we welcome the major step...

Consultation: Designated complaints determination

With our undersigned sector colleagues, we affirm our previous support for the designated complaints function, and our previous comments about the design and structure of the legislation in our joint...

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...

Inquiry into the Competition and Consumer Amendment (Fair Go for Consumers and Small Business) Bill 2024

We are strongly supportive of a designated complaints function as an important addition to the regulatory landscape in Australia, reflecting the value of intelligence and quality of decision making in...

General Insurance Code Governance Committee 2024-25 monitoring priorities

This is a joint submission from Consumer Action Law Centre and WEst Justice. Consumer Action and WEstJustice recommend that the Committee consider the following areas for monitoring or compliance w...

Senate Select Committee on supermarket prices

Our submission to the Senate Select Committee on supermarket prices aims to provide insight into the broader context and impacts of rising costs of living for Australians. Rising costs and poor ind...

Response to the Review of Financial Wellbeing and Capability programs

This is our response to the Department of Social Services’ (DSS) review of the Financial Wellbeing and Capability (FWC) programs. This submission responds to select questions throughout the discussion...

Scams – Mandatory Industry Codes Consultation Paper

Consumer Action Law Centre, CHOICE and the Australian Communications Consumer Action Network have been conducting regular roundtables with scams victims and consumer organisations, to develop our resp...

ASIC Consultation Paper 373 – Banking Code of Practice

Our submission provides feedback on the Australian Banking Association’s (ABA) updated Banking Code of Practice (Code). This is a joint submission made on behalf of: Consumer Action Law Centre...

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...

Regulating Digital Asset Platforms: Crypto

Through our frontline services, we see widespread harm in the crypto market, and the urgent need for intervention. In this submission, we are responding to Treasury’s proposal paper Regulating Digi...

Inquiry into insurers’ responses to 2022 major floods claims

Consumer Action Law Centre has responded to the Federal Parliament's Standing Committee on Economics inquiry into insurers' responses to the major flood claims arising from 2022’s ‘disaster year’ with...

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...

The National Legal Assistance Partnership Review

The community legal sector’s work would not be possible without stable, indexed NLAP funding. This is a critical part of specialist community legal centres’ (CLC) baseline resourcing, now and into the...

Personal insolvency discussion paper 2023

Consumer Action Law Centre provides financial counselling assistance and legal advice to people at all stages of the insolvency process. We regularly speak to people who end up in unnecessary and cost...

AFCA’s responsible lending approach consultation

This submission is made on behalf of: • Consumer Action Law Centre • Financial Rights Legal Centre • Consumer Credit Legal Service (CCLS) • Financial Counselling Australia. Supporting and rep...

Response to consultation paper 371 – Product intervention orders in credit

This is a joint submission made on behalf of Consumer Action Law Centre, Financial Rights Legal Centre, Financial Counselling Australia, Indigenous Consumer Assistance Network, WEstjustice, The Salvat...

Australian Banking Association application for authorisation AA1000645

Consumer Action, Financial Rights and CHOICE are calling on the banking industry to do more to prevent scams, as increasing losses are having a devastating impact on individuals and the Australian eco...

Financial services legislation inquiry – Interim Report C

Consumer Action Law Centre, Consumers' Federation of Australia and Financial Rights Legal Centre have provided feedback on the proposals in the Australian Law Reform Commission’s (ALRC) Interim Repor...

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...

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