Submission - Consumer Action Law Centre

Ensuring the Scam Prevention Framework works for First Nations consumers

This supplementary submission should be read alongside our main joint consumer submission on the Scams Prevention Framework (SPF), submitted on Friday 3 July 2026. This submission considers whether...

Insurance Council of Australia application for authorisation AA1000720 – Draft determination

Financial Rights Legal Centre (Financial Rights), Consumer Action Law Centre (Consumer Action), Financial Counselling Australia (FCA) and Westjustice, welcome and support the ACCC’s proposal to not gr...

Essential Services Commission Act Review

Consumer Action Law Centre (Consumer Action) strongly supports the continuation of the Essential Services Commission’s (ESC) role as the independent regulator for Victoria’s energy, water and transpor...

Consumer groups put forward 10-point plan to improve general insurance claims handling

A coalition of consumer organisations have issued an ultimatum for general insurers to implement a 10-point plan to address significant flaws in its redrafted General Insurance Code of Practice. Th...

Consultation on redrafted General Insurance Code of Practice

We are pleased to see the introduction of a number of important changes in the redrafted Code, including improved access to information, stronger cash settlement protections, automatic acceptance for...

Compensation Scheme of Last Resort and reform options to support ongoing sustainability

The CSLR plays a vital role in Australia’s financial services dispute resolution framework. A failure by a financial firm to pay compensation awarded to someone by the Australian Financial Complaints...

Embedded Networks Review

We welcome the opportunity to provide our submission to the Victorian Department of Energy, Environment and Climate Action (DEECA) in response to their Embedded Networks Review. Consumer Action Law...

Joint Consumer Submission: Scam Prevention Framework codes and rules

This is a joint submission, co-drafted by Consumer Action Law Centre (Consumer Action), CHOICE and the Australian Communications Consumer Action Network (ACCAN), and made on behalf of: Organisation...

Curbing lead generation activity

This is a joint submission from Consumer Action Law Centre, Super Consumers Australia, Financial Rights Legal Centre, Mob Strong Debt Help, Financial Counselling Australia, Consumer Credit Legal Servi...

Submission: Unfair Trading Practices

This submission is being jointly made by the Consumer Policy Research Centre and the following organisations: Australian Communications Consumer Action Network CHOICE Consumer Action Law Centre...

Image of wind turbines denoting a submission about energy

Strengthening Protections for Energy Consumers in Victoria

We welcome the opportunity to provide our submission with support from Westjustice and Mob Strong Debt Help, to the Essential Services Commission (ESC) in response to their consultation on Stage 2 of...

Improving life support processes: Draft determination

This is a joint submission with the Justice and Equity Centre (JEC), Combined Pensioners & Superannuants Association (CPSA), Council on the Ageing (COTA), Ethnic Communities Council NSW (ECC) and...

Independent Review of the Customer Owned Banking Association Code of Practice

This is a joint submission by CARE, CHOICE, Consumer Action Law Centre, Consumer Credit Legal Service Western Australia, Consumer Policy Research Centre, Each, Financial Counselling Australia, Financi...

Victorian Default Offer 2026-27 draft decision

The Victorian Council of Social Service (VCOSS) leads this joint submission with Consumer Action Law Centre, community services sector organisations, and energy consumer advocates who welcome the draf...

ACMA Compliance and Enforcement Priorities 2026–27

This submission provides Australian Communications Consumer Action Network (ACCAN) feedback to the Australian Communications and Media Authority’s (ACMA) consultation on its compliance and enforcement...

Getting to Fair: Advancing Equity strategy consultation

Consumer Action welcomes the opportunity to provide our submission to the Getting to Fair: Advancing Equity draft strategy consultation by the Essential Services Commission (ESC). We provide our su...

Unfair Trading Practices – Exposure Draft and Explanatory Memorandum

We are providing this supplementary submission to Treasury, to highlight the need to explicitly consider manipulative lead generation practices in the Exposure Draft legislation and Explanatory Memora...

Banking Code Compliance Committee priorities 2026-27

This submission is provided on behalf of Consumer Action Law Centre, Financial Rights Legal Centre, Mob Strong Debt Help and Mortgage Stress Victoria. We strongly support the Banking Code Complian...

Insurance: Code Governance Committee Monitoring & Compliance Priorities 2026-27

This is a joint submission from the Financial Rights Legal Centre (Financial Rights), Consumer Action Law Centre (Consumer Action) and Financial Counsellors’ Association of Western Australia (FCAWA)....

Information Request: Deferred Sales Model Class Exemptions

The Financial Rights Legal Centre (Financial Rights) and Consumer Action Law Centre (Consumer Action) long held position has been that there should be few if any exemptions at all to the Deferred Sale...

Joint Consumer Submission – Scams Prevention Framework draft law package and position paper

This is a joint submission made on behalf of: • Consumer Action Law Centre • CHOICE • Financial Rights Legal Centre • Financial Counselling Australia • Westjustice • Consumer Credit Legal Servic...

Joint Consumer Submission to the Life Code Independent Review

Consumer Action is a signatory to the Joint Consumer Submission to the Life Code Independent Review. This submission builds a case that the current Life Code – and the ‘promises’ life insurers make...

Joint Submission: Banking Code Compliance Committee – Basic Bank Accounts

This joint submission is provided on behalf of Consumer Action Law Centre, Mob Strong Debt Help, Financial Rights Legal Centre, ICAN, Mortgage Stress Victoria and Financial Counselling Australia. B...

Proposed billing exception approval for Greater Western Water

Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback on the Essential Services Commission’s (ESC) proposed billing exception for Greater Western Water (GWW). We...

Response to the ASIC’s Regulatory Simplification Paper REP 813

Consumer Action has welcomed the opportunity to take part in the Australian Securities and Investment Commission's (ASIC) simplification work via the Simplification Consultative Group. In that forum w...

Better protections for life support customers in Victoria review

We welcome the opportunity to provide the Essential Services Commission (ESC) our submission in partnership with Westjustice. Life support customers are some of the most vulnerable people in Austra...

Response to Productivity Commission Interim Report: Creating a more dynamic and resilient economy

This is a joint submission from Consumer Action Law Centre, Financial Counselling Australia, Consumer Policy Research Centre and CHOICE. We welcome the opportunity to inform this national conversation...

Consultation: Approach to general insurance claims handling

Consumer Action Law Centre was delighted to have the opportunity to provide feedback on the Australian Financial Complaint Authority's (AFCA) new approach to General Insurance Claims Handling (the App...

Draft Determination AA1000683 – Application by the Australian Banking Association

This is a joint submission from Consumer Action Law Centre, Mob Strong Debt Help, Financial Rights Legal Centre, and Financial Counselling Australia. Basic bank accounts (BBAs) are incredibly valua...

Energy Consumer Reforms Regulatory Impact Statement

Consumer Action Law Centre strongly supports the proposed reforms outlined by the Essential Services Commission (ESC) in the Regulatory Impact Statement (RIS). We consider that these reforms will prov...

Second AUSTRAC Consultation on new AML/CTF Rules

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

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...

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...

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