Fairness, respect, reflection, courage: Our strategic plan 2021-25

Our strategic plan 2021-2025 is a snapshot of our priorities and ambitions for the next four years.

We use our skills and knowledge in the law, financial counselling, policy, campaigning, and advocacy to make consumer markets fairer. We do this by:

Assisting and empowering people – by advising them about their rights, connecting them with services, and supporting and empowering them to be capable self-advocates. We also partner with First Nations peoples and organisations to develop pathways to legal services and financial counselling that meets their needs.

Partnering with the community sector – by enabling community workers to help their clients through engagement, training, outreach and legal assistance.

Advocating for a fairer system – by leading change to policy, laws and industry practice. We also litigate in the public interest and work to improve access to justice.

Developing systems and technologies to continuously improve the services we provide and test new approaches where they work for the people we help, and staff.

Our policy and advocacy work is informed by our extensive experience assisting and representing people in Victoria and has a national reach.

We’re an independent organisation, based in Melbourne, and collaborate extensively with sister organisations and all who want a fairer market for consumers.


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