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...

February 6, 2024

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...

September 15, 2023

‘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...

July 18, 2023

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...

July 13, 2023

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...

June 30, 2023

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...

June 28, 2023

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...

May 23, 2023

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...

May 1, 2023

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...

March 7, 2023

Impacted by flood? Crucial tips about insurance to bear in mind

Consumer Action Managing Lawyer Philippa Heir is an expert in the complex law around insurance and at this critical time she gives the following tips for people whose homes have been impacted by the V...

October 18, 2022

Quality of Advice Review: Proposals Paper

Australians who seek financial advice have the right to expect that the advice they receive will be independent, high quality and in their best interests. Poor financial advice has lasting impacts on...

September 26, 2022

More than $2billion lost as redress system fails scammed Aussies

Today is World Consumer Rights Day, which this year focuses on the need for fairer digital finance for all, including better protection from online scammers. New analysis from Consumer Action reveals...

March 15, 2022

Consultation Paper 350: Consumer Remediation

The following organisations have contributed to and endorsed this submission:• Consumer Action Law Centre, Financial Rights Legal Centre, and Super Consumers Australia. We support a continuing focu...

February 28, 2022

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...

October 26, 2021

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...

October 6, 2021

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...

October 6, 2021

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...

August 18, 2021

Review of the Australian Financial Complaints Authority

Contributors to this submission have supported and represented thousands of people in disputes with financial services providers and superannuation funds over many years. This includes extensive exper...

April 14, 2021