‘Time for a change’: Why Megan became a financial counsellor
Megan Goodwin is a financial counsellor who joined Consumer Action at the end of 2020....
Comment on the Telecommunications Industry Ombudsman new Terms of Reference
Draft Guidance: Compensation for non-financial loss and systemic issues This submission is made jointly by Consumer Action Law Centre and WEstJustice. We welcome the opportunity to comment on t...
Buy now pay later surcharge ‘reveal’ a win for consumers and retailers
The Reserve Bank of Australia has said today that retailers should be allowed to pass on or ‘surcharge’ customers for the cost of buy now pay later, a move welcomed by Consumer Action Law Centre which...
PODCAST: Katia Sanderson on impact and why it is important
We hear alot about the increasing importance of measuring the impact of what we do at work, but what exactly are we 'measuring' and how can this analysis make a real and positive difference? Katia...
Victorian Default Offer 2022
Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s Draft Decision: Victorian Default Offer from 1 January 2022 (the draft decision). The draft dec...
Review of the ABA Banking Code of Practice –response to Interim Report
This joint submission is made on behalf of members of the Consumers’ Federation of Australia (CFA) and other consumer representatives and advocates. It builds upon our previous submission made to revi...
Consumers win as long-awaited financial services sector reforms commence
A raft of major reforms in the financial services sector have come into effect this week, the culmination of years of consistent campaigning and casework from consumer advocacy groups representing hun...
15 consumer groups and professional associations call for stronger compensation scheme
A diverse coalition of organisations is calling for a broad financial compensation scheme, as legislation is expected to be introduced into Federal Parliament in the coming weeks. The coalition, wh...
The Life Insurance Code final round of consultation
Financial Rights Legal Centre, Consumer Action Law Centre and Redfern Legal Centre have made a joint submission to the final round of consultation on the review of the Life Insurance Code of Practice...
Regional Telecommunications Review: Access and affordability in regional, rural and remote Indigenous communities
We regularly assist Victorians in disputes against telecommunications providers. Often these disputes relate to mis-selling, for example, misleading or deceptive sales practices or selling customers i...
Consultation on Owners Corporations Amendment Regulations 2021
Consumer Action has made a submission to the Victorian Department of Justice and Community Safety relating to proposed Owners Corporation Amendment Regulations.The submission argues that the regulatio...
Supporting South Australian Council of Social Service’s submission to the Remote Area Energy Supply Scheme Issues Paper
Samantha Rudolph is a Wurundjeri woman, and the Aboriginal Policy Officer with Consumer Action Law Centre. She works as part of an integrated practice project addressing the systemic causes of consume...
Scam losses are increasing dramatically- what should be done?
Opinion piece by Gerard Brody, CEO Consumer Action As more and more people contact Consumer Action Law Centre regarding scam losses, and increasingly large losses, I've been thinking about the adequa...
Strengthening protections against unfair contract terms: Comments on Treasury exposure draft legislation
This joint submission contains feedback on Treasury’s proposed reforms to unfair contract term (UCT) protections for consumers and small businesses from Consumer Action Law Centre, Financial Rights Le...
Improvements in consumer protection for solar welcome, but more needed
The Clean Energy Regulator (CER) review into rooftop solar makes some important proposals improve accountability for solar retailers, but for the new rules to really be effective, reform needs to go f...
Consumer vulnerability: Expectations for the telco industry
This joint submission is made on behalf of Consumer Action Law Centre, WEstjustice, Victorian Aboriginal Legal Service and Hume Riverina Community Legal Service. Broadly, we are pleased to see the...
Energy Assistance Report: Second Edition
This is Consumer Action Law Centre’s (Consumer Action) second Energy Assistance Report, following our previous report published in July 2019. The original report explored whether the introduction o...
REPORT: Victorians living alone and single parents continue to struggle with energy debt
A report released today by Consumer Action Law Centre has found that while Victoria’s energy retailers are slowly improving their support of people having difficulty paying their bills, Victorians liv...
Claude Von Arx talks about his first year as a financial counsellor
Claude Von Arx joined Consumer Action in August 2020 in the middle of the Melbourne COVID lockdown....
Banks can do better: Consumer groups make more than 100 recommendations to improve bank behaviour
A coalition of the country’s leading consumer organisations is calling on Australia’s major banks to make significant updates to their industry code to improve outcomes for customers. The Consumers’ F...
Review of the 2021 Australian Banking Association Code of Practice
This is a joint submission made on behalf of members of the Consumers’ Federation of Australia (CFA), the peak body for consumer organisations in Australia. CFA represents a diverse range of consum...
Consumer groups concerned that travel insurance has unwarranted exemptions from Hayne reforms
Consumer advocates are calling on the Federal Treasurer and ASIC to implement the ban on unsolicited selling of insurance and superannuation consistently with the letter and spirit of Commissioner Hay...
ASIC Consultation Paper 346 – The Hawking Prohibition: Update to RG 38
This submission has been prepared by Consumer Action Law Centre with contributions and endorsement from the Financial Rights Legal Centre, Financial Counselling Australia and Super Consumers Australia...
Finance executives who break the law must be held to account
The Banking Royal Commission revealed that many decisions made by senior leaders of financial services firms have had a devastating impact on people across Australia. Their conduct has driven many mem...
Federal Government’s commitment to compensation scheme of last resort welcomed
A coalition of consumer groups has welcomed the Federal Government’s commitment to establish a compensation scheme of last resort. Uncompensated losses arising from financial misconduct can cause a...
Consumer leases must not be excluded from Government’s design and distribution obligations regime
Consumer Action has today written to the Treasury noting that the Government intends to make amendments to the design and distribution obligations (DDO) regime. The letter strongly urges the Govern...
Victoria’s Embedded Networks Review: Our response to the Draft Recommendations
Consumer Action welcomes the opportunity to comment on the Embedded Networks Review Draft Recommendations Report. We agree with the Panel’s vision that, “...consumers should have equal protections,...
Our response to the Right to Repair Inquiry Draft Report
We strongly support recommendations to address the main barriers to accessing repairs and other remedies through consumer guarantees. These barriers would be reduced through the introduction of altern...
Victorian Gas Substitution Roadmap Consultation
For Victorians we speak to at Consumer Action their concerns are often about immediate affordability of energy bills, including gas. These bills are unaffordable for many reasons and can include, but...
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 advoc...
Telstra Energy – application for electricity and gas retail licence raises questions
This submission is made jointly to the Essential Services Commission from the Consumer Action Law Centre, Financial Counselling Australia, Financial Counselling Victoria and the Victorian Aboriginal L...
Consumer groups: Insurance exemption loopholes undermine spirit of Hayne reforms
Yesterday the Morrison Government announced that it would provide sweeping exemptions to the insurance industry from Financial Services Royal Commission reforms designed to improve insurance sales pra...
Consumer groups applaud Federal Court ruling to uphold ASIC intervention in short-term credit market
Today’s Full Federal Court decision to dismiss an application by Cigno Pty Ltd (Cigno), seeking to quash the Australian Securities and Investments Commission’s (ASIC) product intervention order to rei...
Regulating with consumer vulnerability in mind: Essential Services Commission’s draft strategy
Consumer Action welcomes the opportunity to comment on the Essential Services Commission’s (ESC) draft consumer access and equity strategy, Getting to fair: Breaking down barriers to essential service...
Court decision on Cigno lending model ‘extremely disappointing’
Today’s Federal Court decision that the lending model promoted by Cigno Pty Ltd did not breach the National Consumer Credit Protection Act (National Credit Act) is extremely disappointing, and consum...
2022 Victorian Default Offer
Consumer Action welcomes the opportunity to comment on the Essential Services Commission’s (the Commission) consultation paper, Next steps for the Victorian Default Offer (the Consultation Paper). The...
Consumer issues in Victorian Aboriginal communities during 2020
This report has collated data, community intelligence, and case studies to answer the following questions: 1. What consumer, credit and debt issues are impacting Victorian Aboriginal communities?...
Consumer issues in Victorian Aboriginal communities during 2020
A report Consumer Issues in Victorian Aboriginal Communities during 2020 published today by Consumer Action Law Centre (Consumer Action) and the Victorian Aboriginal Legal Service (VALS) uses quantit...
Access, pricing and incentive arrangements for distributed energy resources
Consumer Action Law Centre welcomes the opportunity to comment on the Australian Energy Market Commission’s (AEMC) Access, pricing and incentive arrangements for distributed energy resources (DER) dra...
Next steps for the Victorian Default Offer
Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s (the Commisson) consultation paper Next steps for the Victorian Default Offer. These comments...
Tougher rules banning aggressive energy & solar sales a big win for all Victorians
Consumer Action has welcomed the Victorian Government’s announcement today that it is banning high-pressure sales tactics like unsolicited door-to-door sales and cold-calling to protect people from be...
Consultation on Draft Regulator Performance Guide
We support the Government’s planned introduction of a new framework to replace the existing 2014 Regulator Performance Framework (Old Framework), which is considerably flawed and outdated. The Draft G...
Framework for reform –Modernising Victoria’s building system
This submission responds primarily to the proposed improvements relating to consumer protection, in particular, the proposals to: Improve existing advocacy and support services for individual con...
More ‘trouble with telcos’ as bad service, hidden costs, and shoddy sales practices revealed
A report* published today by the Telecommunications Industry Ombudsman (TIO) reveals that telco sales culture, practices, and cost structures before and during COVID are continuing to fail Australia’s...
Gambling should not be funded by credit
While gambling is a legitimate form of entertainment for many Australians, we believe it should not be funded by credit and support a prohibition on the use of credit cards, including via e-wallets, f...
Telstra cops record $50 million fine, consumer groups say industry must improve its practices
The Federal Court today upheld the Australian Competition and Consumer Commission’s (ACCC) $50 million fine against Telstra for its treatment of Indigenous people in rural and remote parts o...
Consumer group calls for unsolicited sale ban after solar company fined $3 million
This week the Federal Court of Australia ordered Vic Solar to pay a $3 million fine for violating provisions of the Australian Consumer Law relating to unsolicited sales, among other breaches of cons...
The 2021 Water Price Review –Melbourne Water Draft Decision
Access to water is a basic human right. All Victorians are entitled to a supply of water necessary for an adequate standard of living. Fundamental to this is that water services remain affordable for...
ASIC must reject licence applications from predatory debt vultures
Consumer Action has welcomed the news that Federal Treasurer Josh Frydenberg MP has made new regulations requiring debt management firms – also known as ‘debt vultures’ – to be licenced to provide ser...
Retirement Villages Act Review –our Options Paper submission
Consumer Action, with COTA Victoria, Residents of Retirement Villages Victoria (RRVV) and Housing for the Aged Action Group (HAAG), is a coalition of residents and consumer rights groups that have ass...