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Consumer Action Law Centre is today celebrating an important milestone; 20 years of legal and financial counselling services and expertise used to fight for stronger consumer rights and fairness in the marketplace.

“We’ve achieved a lot for hundreds of thousands, even millions of consumers in the last 20 years, but sadly, there is never likely to be an end to ‘dodgy’ in the consumer space,” said Consumer Action Law Centre CEO, Stephanie Tonkin.

Consumer Action was formed in 2006 from a merger of the Consumer Credit Legal Service and Consumer Law Centre Victoria. Both organisations had been operating for decades and today, Consumer Action is Australia’s leading specialist consumer community legal centre.

Ms Tonkin said the idea of bringing them together was to try something new and innovative by creating a stronger campaign-focused centre combining deep insights from individual casework to drive broader systemic change.

“The unique model of real-life insights and data from clients fused with policy and campaign acumen, was the ‘secret sauce’ that has made Consumer Action one of the nation’s strongest agents for systemic change,” she said.

“Taking these insights to regulators, decision-makers and lawmakers’ means individual stories of business misconduct, laws that don’t work and consumer harm reach the ears of those in power, and spark the reforms needed for a fairer marketplace.

“We weren’t created in a vacuum, our roots go deep and broad, and in alliance with the wider consumer movement, we have achieved so much not only for Victorians but nationally. We are poised to do even more in the coming years and this is more important than ever as harms move online,” Ms Tonkin said.

“It’s becoming harder to see how businesses use often-opaque digital platforms to manipulate us, markets are becoming more concentrated, and many more Australians are struggling to afford their essentials,” she said.

Some of the major achievements from the past 20 years include:

First designated complaint Consumer Action called for a nationwide ban on unsolicited selling in the first ever designated ‘super’ complaint presented to the Australian Competition and Consumer Commission (ACCC).

Payday lending and consumer lease reforms (2022) Consumer Action was a leading member of the national Stop the Debt Trap alliance, which campaigned for more than six years to strengthen protections against high-cost payday loans and consumer leases. The resulting reforms introduced new safeguards, repayment caps and anti-avoidance measures to reduce debt traps for vulnerable consumers.

Defence of responsible lending laws Consumer Action has been a longstanding advocate for responsible lending obligations, helping resist efforts to weaken consumer protections and supporting enforcement actions against lenders that failed to adequately assess borrowers’ ability to repay loans with the risk of financial hardship.

Predatory lender Cigno driven out of business Through advocacy, litigation support and public campaigning, we exposed business models that exploited loopholes in consumer credit laws. Regulatory action and court decisions against Cigno and related businesses became landmark consumer protection outcomes.

Expansion of debt advice and financial counselling By operating Victoria’s National Debt Helpline and chat service for Queensland, Consumer Action has helped hundreds of thousands of Australians access free, independent and compassionate financial counselling and hardship assistance, while using this evidence to drive systemic reform through advocacy.

Shaping national consumer law reform Consumer Action has been a key voice and change agent in reforms relating to unfair contract terms, financial services regulation, consumer credit, scams and broader consumer protections, shaping policy debates at both state and federal levels and influencing better industry practice.

“I would also like to thank our funders, particularly Consumer Affairs Victoria, and Victoria Legal Aid, who have been steadfast in supporting us from the beginning. Your vision has underpinned our growth and made a huge difference. Thank you on behalf of Consumer Action and consumers across the country.

Consumer Action Law Centre Chair, Ciara Sterling said:

“It is a privilege to serve as Chair of Consumer Action Law Centre as we celebrate this remarkable milestone. For 20 years, Consumer Action has stood alongside people experiencing some of life’s toughest challenges, ensuring their experiences help drive meaningful change for consumers across Australia. Today is a celebration of the extraordinary people who have built, led and shaped this organisation over two decades, and whose dedication has improved the lives of countless Australians. Their commitment will remain vital as we work towards a future where everyone is treated fairly, can access the support they need, and participate with confidence and dignity.”

Former Consumer Action co-CEO Carolyn Bond said:

“I’ve seen the environment change from consumer advocates being scoffed at or ignored, to a place where they are listened to by Government, regulators and industry.  The sector can achieve more good outcomes through consultation and engagement than we could 20 years ago – but should always be prepared to take stronger action where needed.”

ENDS

Media contact: media@consumeraction.org.au or 0413 299 567