News - Consumer Action Law Centre

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...

Consumer groups welcome Knock to Stay Connected customer code for energy companies

Consumer groups and the financial counselling sector have welcomed the launch of a new customer code for the energy sector. The Knock to Stay Connected customer code requires network companies to visi...

More support needed for Victorian households as cost of default prices for electricity will increase by 25%

The Essential Services Commission (ESC) has listened to consumer groups’ calls for a reduction of the proposed increase to the Victorian Default Offer (VDO) for energy in Victoria. However, today's an...

AFCA Rules and Operational Guidelines – Proposed Amendments

Thank you for the opportunity to respond to the proposed amendments to the Australian Financial Complaints Authority’s (AFCA) complaint resolution scheme rules (Rules) and Operational Guidelines (Guid...

“Protect people from harm”: Consumer groups respond to BNPL reform announcement

Consumer groups and financial counsellors have said that the Government’s plans for regulation of the buy now, pay later (BNPL) sector announced today will need to include strong requirements for len...

New Anti-Scam centre funding welcomed but will it help Bill who lost $20,000?

Consumer Action CEO Stephanie Tonkin has welcomed the extra funding announced in the Federal Budget for the Anti-Scam Centre, saying it’s a first step in the right direction, but deep concerns remain...

REPORT: Telcos still not doing enough for customers

A new report from the Telecommunications Industry Ombudsman has revealed that the telco industry is still not doing enough to help people suffering from financial hardship. Consumer Action's David...

Feedback on standard draft decisions: 2023 Water Price Review

Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the standard draft decisions released by the Essential Services Commission (ESC) as part of the 2023 Water Price Rev...

Hundreds of thousands of telco customers cut off as 2.4 million Australians struggle to pay telco bills

Telco providers are far less likely than other essential services to provide hardship assistance to Australians when they find themselves in financial crisis and here’s the proof: last year 406,428 cu...

AFCA’s approach to claims for non-financial loss

Consumer Action is responding to the proposed amendments to the Australian Financial Complaints Authority’s (AFCA) approach to non-financial loss claims (Amended Approach). We generally support the go...

New code will improve outcomes for Victorian consumers

Consumer Action Law Centre welcomes the announcement from Solar Victoria that all solar photo voltaic (PV) and battery retailers participating in their Solar Homes and Solar for Business programs will...

ACMA finds Telstra wrongfully cut off 5,400 vulnerable customers, proving stronger laws are needed

“Instead of offering fair and suitable hardship arrangements to support customers struggling to pay their bills, Telstra and other telco providers continue to breach their own industry rules by cuttin...

Australia’s banks failing customers by placing all the burden of the scams crisis on them says damning ASIC report

Australia’s four major banks are failing their customers by taking a ‘variable and…less mature’ approach to scams than expected, with ‘inconsistent and narrow approaches to determining liability’ as w...

Only a Federal Government mandate forcing banks to reimburse customers will solve growing scams crisis says Consumer Action

Scammers are targeting Australians online with highly sophisticated scams, stealing $billions from ordinary families and businesses every year -and it’s getting worse! That’s the message from the Aust...

Debt collection ban for social welfare recipients a step forward but ‘in-house’ approach must comply with Australian Consumer Law

Consumer Action Law Centre and Financial Counselling Australia have welcomed the Government’s announcement today banning the use of external debt collectors for social welfare recipients by Centrelink...

Vic energy regulator urged to scale back proposed price hikes

Victoria's leading social, legal, financial and consumer rights' bodies have united to oppose a dramatic planned rise in power prices across Victoria. The state's independent energy regulator, the Es...

Image of wind turbines denoting a submission about energy

Victorian Default Offer 2023-24 Draft Decision: We need a meaningful reduction to the proposed 31% increase

To date, we believe that the Victorian Default Offer (VDO) has been successful in achieving the policy objective of providing consumers unable or unwilling to engage in the market with a simple, trust...

Now is the time to make positive reforms to bankruptcy laws say consumer advocates

Consumer advocates around Australia have welcomed moves by Attorney-General Mark Dreyfus KC MP to reform bankruptcy laws. Last month, consumer advocates attended a Ministerial Roundtable on Perso...

OPINION: Banks must use their windfall profits to tackle the scam crisis 

By Stephanie Tonkin, CEO, Consumer Action Law Centre  The big four banks are tipped to make record profits this financial year, with some analysts suggesting they will collectively rake in more th...

Token crypto mapping consultation paper and the need for adequate protections and safeguards

The crypto marketplace currently poses significant risk to consumers and there is a pressing need for adequate protections and safeguards. Consumer Action applauds the Government for its commitment...

Exposure draft – consumer credit regulations

Consumer Action, and the various organisations from the Stop the Debt Trap Alliance, routinely advise and assist people who have multiple payday loans and/or consumer leases that they took on due to t...

ACCAN report reveals massive telco failure to provide effective hardship support for those doing it tough to stay connected

Telcos are not doing enough to provide access to adequate hardship measures for those doing it tough in what is now the worst cost-of-living crisis in a generation, says David Hofierka, Senior Policy...

Anti-avoidance provisions for credit product intervention orders

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

Submission Select Committee on Cost of Living

In responding the cost of living crisis, consumers are contacting our services for advice and assistance. In 2022, there were 6,494 contacts to our financial counsellors via the National Debt Helpline...

Energy price hikes a further blow to families during cost-of-living crisis

Energy price hikes announced today of more than 30 per cent in the Victorian Default Offer (VDO) draft determination, are yet another blow to families during the worst cost of-living crisis in a gener...

Scams must be stopped: Westpac alerts for mis-matched payments and money transfer measures welcomed

Consumer Action CEO Stephanie Tonkin says Westpac’s announcement of a new verification system for payments and money transfer measures to new accounts are “…steps in the right direction to help stop t...

Australian Securities and Investments Commission – inquiry into investigation and enforcement conduct

Effective enforcement action is a critical task of consumer protection regulators and essential to a well-functioning consumer market. In recent years, ASIC has completed a significant amount of meani...

OPINION: Banks, get tougher on scams

An edited version of this opinion piece appeared in the Herald Sun 18 February, 2023 You’d be hard-pressed these days to find someone who hasn’t been the target of a scam. Whether it’s a fraudulent...

Consumer Action calling on banks to block payments to scammers and reimburse victims

Australia’s banks should quickly introduce measures to stop scams, make their systems safer and reimburse victims or be made by Government to do so, says Consumer Action CEO Stephanie Tonkin. Ms Tonk...

ConsumerAction · "The best job I will ever have in my career..." Gerard Brody on his 10 years as Consumer Action CEO

PODCAST: “The best job I will ever have in my career,” Gerard Brody on his 10 years as Consumer Action CEO

PODCAST: In his last week as Consumer Action CEO, Gerard Brody sat down to reflect on some of his experiences at the centre. One of the most incredible aspects of Gerard's leadership is his calm and v...

Increase in TIO complaints underlines need for stronger consumer protections

As the Telecommunications Industry Ombudsman (TIO) Quarter Two Complaints Report reveals a noticeable increase in complaints about telecommunications companies,” Consumer Action is reiterating its cal...

A Strategic Plan for the Payments System

We consider the safety and resilience of the payments system to require urgent attention and intervention and outline the reasons for this in our joint submission with Financial Rights Legal Centre....

Inquiry into the extent and nature of poverty in Australia

Consumer Action’s financial counsellors and lawyers advise and assist people experiencing financial hardship and poverty on a daily basis. The data Consumer Action collects, as well as the reflections...

Australia’s banks should follow CBA’s lead and introduce stronger measures to stop scams

The Commonwealth Bank (CBA) has announced it is introducing measures to strengthen its payment system that will make it harder for crooks to scam their customers. The measures called NameCheck and Cal...

Code Governance Committee’s monitoring and compliance program for 2023-24 consultation

We are grateful for the opportunity to provide input to the Code Governance Committee’s (CGC) monitoring and compliance program for the 2023-24 financial year. In our submission we recommend that t...

Victorian Default Offer 2023-24: Consultation Paper

Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s (ESC) Consultation Paper on the review of the Victorian Default Offer (VDO) for 2023-24. On bal...

Repeat offender Alinta Energy fined $380,000 for failing to help Victorians in dire need

Consumer Action has welcomed the Essential Services Commission (ESC) imposing $380,000 in penalties on energy retailer Alinta Energy Retail Sales Pty Ltd (Alinta Energy) for failing to provide adequat...

Submission to the Department of Treasury and Finance ahead of the 2023-24 Victorian Budget

Consumer Action Law Centre (Consumer Action), WEstjustice, Victorian Aboriginal Legal Service (VALS), Hume Riverina Community Legal Service, Barwon Community Legal Service and Eastern Community Legal...

ConsumerAction · Why funeral insurance is a crap product and what you can do about it

PODCAST: Why funeral insurance is a crap product and what you can do about it

Philippa Heir is Managing Lawyer at Consumer Action, she is an expert in all things insurance. She says, in short, that funeral insurance is a crap product and makes no sense. "There are a number o...

Regulate Buy Now, Pay Later like other credit products to boost customer safeguards, consumer groups say

Buy Now, Pay Later (BNPL) late fees and charges would be capped, and providers would be licensed and banned from making unsolicited offers of credit, under recommendations for proper regulation of the...

Treasury Options Paper, Regulating Buy Now Pay Later in Australia

Consumer Action has joined with 22 other organisations as part of the "Close Lending Loopholes Alliance" to make a submission to Treasury on its Options Paper, Regulating Buy Now Pay Later in Australi...

Review of the Australian Finance Industry Association (AFIA) Buy Now Pay Later Code of Practice

Consumer Credit Legal Services (WA) Inc. (CCLSWA) has drafted these submissions on behalf of the Consumers’ Federation of Australia (CFA) and its members. CFA is the peak body for consumer organisatio...

Draft Telecommunications (Infringement Notice Penalties) Determination 2022

We welcome the opportunity to comment on the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) consultation on the draft Telecommunications (I...

Financial Counselling Industry Funding Model

Consumer Action Law Centre and Financial Rights Legal Centre have made a joint submission to the Department of Social Services Discussion Paper on the proposed Financial Counselling Industry Funding M...

High Court dismisses last ditch appeal by rogue lender

Consumer advocates have welcomed the dismissal by the High Court of a special leave application by Cigno Pty Ltd (Cigno) and BHF Solutions Pty Ltd (BHFS) against the Full Federal Court’s finding in en...

Energy price caps welcomed, but bill relief needs to reach those doing it toughest in cost-of-living crisis

Consumer Action Law Centre has welcomed today’s passing of the Competition and Consumer Amendment (Gas Prices) Bill 2022, which will cap gas prices and deliver bill relief, as well as plans to support...

Stephanie Tonkin appointed CEO of Consumer Action Law Centre

The Consumer Action Law Centre board has appointed Stephanie Tonkin as CEO. Ms Tonkin will succeed current CEO Gerard Brody when he finishes at the beginning of February. Board Chair David Berry...

Robodebt Royal Commission: refer debt collection misconduct to the ACCC

Consumer Action has partnered with Financial Counselling Australia and Economic Justice Australia to make a submission to the Royal Commission into the Robodebt Scheme. The submission asks the Roya...

1 2 3 4 5 … 36

SERVICES

ASSISTANCE FROM US

COURSES

RESOURCES

ENGAGE WITH US

SUPPORT IS HERE:

POLICY

CAMPAIGNS

CHANGE IS HERE:

ABOUT US

WORK WITH US

WHO WE HELP

WE ARE HERE: