News - Consumer Action Law Centre

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...

‘Honeypot’ Australia lagging far behind as nations take action on scams

Inaction on scams is creating a ‘perfect storm’ for people living in Australia already under siege in a cost-of-living crisis, exposing the country’s vulnerable banking and communications infrastructu...

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...

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...

Scam victims head to Canberra to tell politicians why banks should be incentivised to stop scams

Tim Watkins, Sarah Gerendasi, James Green, and Nina Merrilees were robbed of thousands of dollars by scammers. They are travelling to Canberra today to share their stories at the launch of the new Par...

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...

Advocates set out crystal-clear path to reimbursement to prevent the billions being lost by Australians to scams

A coalition of advocacy groups, including Consumer Action Law Centre, CHOICE and the Australian Communications Consumer Action Network, have come out forcefully stating that customer reimbursement, pa...

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...

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)...

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...

Image of wind turbines denoting a submission about energy

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...

Scams: Mandatory regulation outline promising but more clarity needed on standards and consumers’ rights to reimbursement

The mandatory Code for Scams consultation paper announced by the Federal Treasury today sets out some proposals to tackle the scams crisis, however the final regulation must land on clearer stipulated...

Banking industry announcement a big first step in addressing scams

Consumer Action Law Centre has welcomed the scams safe accord announced by the Australian Banking Association (ABA) and Customer Owned Banking Association (COBA) which has involved, for the first time...

Federal Court Grants Injunction to Protect Pawned Goods in Class Action against Pawnbroker, Taylors Business

The Federal Court has granted an injunction against pawnbroker, Taylors Business Pty Ltd (ACN 107 445 723) (Taylors Business) in class action proceedings filed by Consumer Action Law Centre (Consumer...

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 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...

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...

A better system for resolving car disputes: Brief

This two-page background brief explains why we need a better system for resolving car disputes in Victoria. It explains how: Defective cars devastate a consumer’s life and wellbeing It i...

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...

Consumer Action statement on the referendum result

The referendum result is incredibly tough for our First Nations staff, stakeholders and First Nations people across the country. Consumer Action feels deep disappointment and concern about the message...

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...

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...

ASIC’s strong action against discredited loan-shark Cigno, BSF Solutions and its directors applauded

Consumer Action Law Centre and Financial Counselling Australia say they hope the Australian Securities and Investment Commission’s (ASIC) court action announced today against Cigno and BSF Solutions a...

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...

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...

Consumer Action backs First Nations Voice and says ‘vote YES’

Consumer Action Law Centre strongly supports a yes vote in the coming October 14 referendum. In 2017 Consumer Action officially supported the Uluru Statement from the Heart for acknowledgement in t...

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...

ANALYSIS: Addressing and Preventing Legal Need

Consumer Action seeks to be a reflective, impact-driven organisation that can adjust and refine our services to meet legal need. We have done significant work to conduct evaluations of our existing se...

REPORT: Insurers must lift their game and handle customer claims better especially for vulnerable consumers

A new Report from the Australian Securities and Investment Commission (ASIC), Navigating the storm: ASIC's review of home insurance claims (LINK) calls on Australia’s insurers to step up and improve r...

ASIC action against debt vulture preying on people in financial hardship welcomed

Consumer Action Law Centre has welcomed news that corporate watchdog the Australian Securities and Investments Commission (ASIC) is taking legal action against Bakken Holdings Pty Ltd, also known as S...

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...

Complaints about financial firms to AFCA skyrocket as thousands of Australians left behind

The Australian Financial Complaints Authority (AFCA) has revealed that consumers in dispute with financial firms lodged a record 96,987 complaints in the past 12 months, an unprecedented rise of 34 pe...

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...

‘Claim denied’: Report highlights insurance industry’s systemic failure

A new report has found that insurance companies are relying on maintenance or wear and tear exclusions to deny customers too many claims with almost half the decisions subsequently overturned on appea...

Good news: Predatory lenders Cigno and BHF won’t escape justice

The success of the Australian Securities and Investment Commission (ASIC) in its Federal Court action against Cigno Pty Ltd (Cigno) and BHF Solutions Pty Ltd (BHF Solutions), is good news which we hop...

OPINION: Scammers raid Australians’ accounts while banks hands-off approach stings

Tania Clarke, Acting CEO Consumer Action Law Centre Last year bank customers in the UK experienced a 17% drop in scam losses while in Australia, bank customers experienced a 62% increase. Between...

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...

Australian scam victims left behind as UK puts responsibility on banks to reimburse customers

In a world first, the UK Parliament this week passed legislation that will protect banking customers from the losses they experience as a direct result of being tricked by scammers. British banks a...

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...

NAB customers on notice that using NAB bank accounts as a tool of financial abuse will not be tolerated

Consumer Action Acting CEO Tania Clarke has welcomed the announcement today by National Australia Bank (NAB) updating its terms and conditions (T&Cs) that puts NAB customers, who use NAB accounts...

Submission to the NDIS Review

As part of Consumer Action’s NDIS project, we prioritise data collection and analysis for clients calling our advice lines with NDIS related matters. Concerningly, our casework reveals that NDIS parti...

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...

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