Network Outage Review
As extreme weather events continue to increase, it is imperative that Victorians’ access to essential services is protected and prioritised by Government, regulators and industry. Consumer Action L...
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...
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...
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...
Opinion: Victoria needs a fair default offer for household gas supply
Reports of gas bills to rise by $150 per annum adds unwanted pressure to Victorian household budgets, when inflationary pressures are already biting.* Over a long period, unfair market tactics have...
Water is an essential service and must remain affordable for everyone
Consumer Action Law Centre has written to the Chairs and Managing Directors of the Victorian water corporations about the impending 2023 Water Price Review, urging them to prioritise affordability so...
Victorian Property Market Review
Consumer Action has provided a submission to the Victorian Property Market Review. The review is an important opportunity to improve property market laws to support Victorians to have fairer and easie...
Calls for stripping Sumo Power’s energy licence & compensation for those wrongly disconnected
Consumer groups* have written to the Essential Services Commission (ESC) calling for Sumo Power’s (Sumo) licence to operate in Victoria to be investigated and monetary compensation for those wrongfull...
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...
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...
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...
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,...
Private member’s Bill addresses Government’s ‘half-baked’ proposals on payday loans and high-cost leases
A private member’s Bill introduced in Parliament today by Andrew Wilkie MP would, if passed, greatly reduce the harm that high-cost payday loans and consumer leases cause to thousands of Australians....
Lower bills a welcome relief for people on the Victorian Default Offer but room for further reductions
The Essential Services Commission’s (ESC) announcement today that electricity bills will decrease for households on the Victorian Default Offer (VDO) is good news, but it is disappointing that the cos...
Energy efficiency and targeted rebate plan to help with big energy bills the right approach
Consumer Action Law Centre has welcomed the Victorian Government’s announcement today to help thousands of concession holders manage their energy bills. For many people in our community, home ener...
Buy now pay later report reveals one-in-five users going without essentials like meals
A report released today on the buy now pay later (BNPL) industry reveals statistics that suggest many Australians are being pushed into financial harm. The report by the Australian Securities &...
“Stop the harm”: Renewed calls for consumer lease providers to be kicked off Centrepay
The Commonwealth Ombudsman recently handed down its final decision on Consumer Action Law Centre's complaints about Services Australia failing to enforce the Centrepay Policy against predatory consume...
Australians urged to share their stories about financial hardship during COVID-19
Today, Consumer Action Law Centre has launched an online form to enable people to share their experiences of financial hardship during the Covid-19 emergency. The goal is to help track the severity an...
Telco companies are failing people in financial hardship
A report released this week by the Australian Communications and Media Authority (ACMA) shows that telco providers are not adequately identifying and supporting customers experiencing financial hardsh...
Remove barriers to energy efficiency for rental properties
Consumer Action’s National Debt Helpline service provided financial counselling to over 11,000 people in the 2018/19 financial year. Often issues with low quality rental properties or disputes with re...
Lack of minimum efficiency standards put renters at greater risk of energy debts
The financial counsellors working on Consumer Action's National Debt Helpline service provided financial counselling to over 11,000 people in the 2018/19 financial year. Often issues with low quality...
ASIC’s overhaul of responsible lending guidance should focus lenders on the welfare of borrowers
Consumer Action Law Centre (Consumer Action) and Financial Rights Legal Centre (Financial Rights) say ASIC’s overhaul of its responsible lending guidance is a welcome announcement in the wake of the d...
Centre Alliance and Labor unite to force action on harmful payday loans and consumer leases
Consumer Action Law Centre (Consumer Action) welcomes the introduction today of legislation in the Senate by Labor and Centre Alliance, in the wake of Government inaction. The Bill is an important mea...
Victorian Default Offer price determination protects everyone’s right to a fair price for electricity in 2020
Consumer Action Law Centre (Consumer Action) welcomes the Essential Services Commission’s (ESC) announcement of ongoing price protection for household electricity supply in Victoria. The Victorian...
Banks must offer better value bank accounts to struggling Australians
The updated Banking Code received authorisation yesterday from the Australian Competition and Consumer Commission (ACCC) and the ABA are now seeking final approval from the Australian Securities and I...
Local councils must take financial hardship into account when collecting rates
Financial counsellors assist clients who are experiencing financial hardship. Most of WEstjustice’s and Consumer Action’s clients are grappling with debts and meeting the high cost of living in Melbou...
Funeral expenses only products must be held to a higher standard
Consumer advocates have held long standing concerns over the inadequate regulatory framework for funeral expenses products. In our joint submission with Financial Rights Legal Centre (Financial Rig...
All Victorians deserve access to fair energy pricing
Since its implementation on 1 July 2019, the Victorian Default Offer (VDO) has given more Victorian energy users access to fairer pricing for their essential electricity services. In our comment to...
Protecting Australian families from dodgy vendor terms and rent-to-buy arrangements
Over the years, our team has assisted a number of people who have been adversely affected by failed vendor finance and rent-to-buy deals, which are promoted as an opportunity to achieve home ownership...
Customer-owned banking code must adequately address financial vulnerability
In our joint submission with Financial Rights Legal Centre to the Report Two of the Customer Owned Banking Association’s (COBA) independent review of the Customer Owned Banking Code of Practice (COBA...
Making it easier for vulnerable customers to access fee-free banking
Access to fee-free ‘basic bank accounts’ are an important support for vulnerable banking customers. In light of the harm banking fees can cause for low-income and vulnerable consumers, Commissioner Ha...
Government crackdown on dodgy insurance sales could save Australians millions
When insurance is added onto the sale of another product or service, consumer groups reveal that it’s likely to be a rip-off. This comes in the wake of the Australian Government’s consultation on how...
Reforming the sale of add-on insurance
Seven leading consumer groups commented on The Treasury’s Reforms to the sale of add on insurance: Proposal Paper: Consumer Action Law Centre Financial Rights Legal Centre CHOICE Consume...
New telco industry data highlights urgent need for effective regulation and enforcement powers to protect Australians
New complaints data released by the Telecommunications Industry Ombudsman (TIO) emphasises the clear need for regulation and strengthened regulator enforcement powers to protect Australians from poor...
“I don’t want other women falling into the same trap.” Victorian woman joins Canberra delegation to urge Government to stop predatory payday lenders
A Victorian woman who has suffered at the hands of payday lenders has an important message for the Government about the dangers of payday loans as she joins the Stop the Debt Trap Alliance, a coaliti...
Rent4Keeps sued over unaffordable consumer leases
A Victorian woman living with a disability has brought proceedings in the Federal Circuit Court regarding five consumer lease contracts from Darranda Pty Ltd, trading as Rent4Keeps, and Mobberley Ente...
Keeping energy market prices down during energy shortages or network constraints
Demand response service providers could play an important role in the event of energy shortages, coordinating high energy users to consumer less to help keep energy prices down across the market. Curr...
New Energy Tech Consumer Code must protect Australians from exploitative buy now pay later arrangements
Consumer Action regularly assists vulnerable and disadvantaged consumers in Victoria with legal and financial issues that arise due to new energy technology such as solar. . The New Energy Tech Consu...
Opening statement: Public hearing on ASIC’s responsible lending guidance
The following is the opening statement from Consumer Action CEO, Gerard Brody at the public hearing on ASIC’s responsible lending guidance held in Melbourne on Monday, 19 August 2019. I’m G...
Victorian Default Offer to apply from 1 January 2020 Issues Paper
The Victorian Default Offer (VDO) was designed to re-regulate electricity pricing to ensure that more Victorian households receive a fair price on their electricity service. Since the VDO’s establishm...
NZ Select Committee on Credit Contracts Legislation Amendment Bill: Opening Remarks
The below statement was delivered on 31 July 2019 by Consumer Action Law Centre CEO, Gerard Brody to the New Zealand Select Committee on Credit Contracts Legislation Amendment Bill. High co...
Regulator slams ‘junk insurance’ sold by banks as Aussies demand over $2 million in refunds
The Australian Securities and Investments Commission (ASIC) report released today confirms that consumer credit insurance, commonly tacked on when taking out a loan or credit card, is junk. This news...
Consumer Action lodges complaint to Commonwealth Ombudsman about the Department of Human Services’ poor administration of Centrepay
Consumer Action Law Centre (Consumer Action) has made a formal complaint to the Commonwealth Ombudsman about the Department of Human Services (DHS). This complaint comes after the department failed o...
Consumer Action supports ASIC use of new powers to tackle predatory credit agents such as Cigno
Businesses such as Cigno Pty Ltd, which facilitate access to predatory and unregulated payday loans by exploiting loopholes in the law, are on notice as the Australian Securities and Investment Commis...
Telecommunications Consumer Protection Code Inadequately Protects Consumers: Consumer Groups
The revised Telecommunications Consumer Protection (TCP) Code fails to adequately protect telco consumers, according to consumer groups. Despite consultation with the telco industry and regulator,...
Ensuring energy contracts are clear and fair, ESC Issues Paper
Deregulation in Victoria’s energy retail market has not delivered fair outcomes for all households accessing their essential energy services. The State Government has taken a number of steps to hel...
Comment on the ACCC’s authorisation of amendments to the 2019 Banking Code of Practice
Consumer Action Law Centre (Consumer Action), the Financial Rights Legal Centre (Financial Rights) and Financial Counselling Australia (FCA) have provided comment on the Australian Banking Association...