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...

November 30, 2023

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...

April 11, 2022

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...

February 16, 2022

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...

September 23, 2021

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...

July 23, 2021

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...

May 18, 2021

Making the insurance claims process fair

From a consumer perspective, claims handling is the most critical part of the insurance process, and one of the most problematic. Too often, the claims process is arduous, lengthy and unfair. In ou...

January 10, 2020

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...

November 1, 2019

ASIC Enforcement Review

In our joint response to exposure draft legislation implementing certain aspects of the ASIC Enforcement Review Taskforce (ERT) Final Report, Consumer Action and Financial Rights Legal Centre (Financi...

October 11, 2019

The mortgage broking industry is long overdue for reform

The mortgage broking industry is long overdue for reform. Landmark inquiries from the Banking Royal Commission and the Productivity Commission, as well as a number of ASIC investigations, have all...

October 4, 2019

Energy regulators should have strong powers to stop misconduct

Consumer Action supports the Treasury Laws Amendment (Prohibiting Energy Market Misconduct) Bill 2019 (the Bill). We feel that it will ensure the Australian Energy Regulator (AER) has appropriate powe...

October 3, 2019

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...

September 25, 2019

“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...

September 17, 2019

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...

September 13, 2019

Looking after the needs of Victorian energy consumers

The Energy & Water Ombudsman Victoria (EWOV) plays an important role in ensuring Victorian households have ongoing access to fair outcomes in relation to the provision of essential energy and wate...

September 12, 2019

The norm of fairness must be recognised

Our existing consumer protection framework has failed to prevent unfairness from becoming embedded in business practices. From unclear marketing, subscriptions that make cancellation difficult, to...

September 2, 2019

Response to ASIC’s update to internal dispute resolution requirements for financial firms (RG165)

It is critical that the process to make and resolve complaints with a bank, insurer, or super fund is timely, fair, and accessible, including for people experiencing vulnerability and disadvantage.  O...

August 26, 2019

Joint submission: Australian Financial Complaints Authority (AFCA) Draft Rules

In Australia, everyone should be able to easily access a free, fair, fast and effective service to resolve complaints against their lender, insurer or superannuation fund. To ensure that the Australia...

July 3, 2018

Oversight of the Australian Financial Complaints Authority: Update to ASIC Regulatory Guide 139

In Australia, everyone should be able to easily access a free, fair, fast and effective service to resolve complaints against financial firms. The establishment of the Australian Financial Complaints...

April 16, 2018

EDR Review – Treasury Laws Amendment (External Dispute Resolution) Bill and Regulations 2017 exposure draft

Consumer advocates welcome the move to a one-stop shop external dispute resolution (EDR) scheme for all disputes in the financial system. Read the full submission here [PDF]...

June 22, 2017

EDR Review – Interim Report

Thank you for the opportunity to comment on the Review of the Financial System Dispute Resolution Framework – Interim Report (Interim Report). This joint submission was coordinated by Consumer Action...

February 3, 2017

Australians need a one-stop-shop ombudsman to deal with banking & finance complaints

Getting problems with your bank, insurance or finance company solved fairly and quickly is too hard and Australia needs a one-stop-shop ombudsman for financial service problems, say leading consumer a...

February 3, 2017

Victims of financial scandals need simple justice – response to Ramsay EDR Review

Following the slew of financial scandals Australians have faced in recent years, consumer advocates say that Australians need simple and accessible justice with reformed Ombudsman services. The Rev...

December 6, 2016

Dispute resolution and complaint handling in the financial services sector – Letter to the Hon. Malcolm Turnbull MP

Consumer advocates have written to the Prime Minister about access to justice in the finance and banking sector. "Our organisations have supported and represented thousands of consumers in disputes w...

October 11, 2016

EDR Review: Joint Consumer Submission

The following consumer advocacy organisations have made a joint submission to the Ramsay EDR Review: Care Inc Financial Counselling Service and the Consumer Law Centre of the ACT Caxton Legal...

October 11, 2016

Students will be better off with new VET complaints body

The Victorian Government’s decision to establish a new body with the power to resolve vocational education disputes is a win for students, according to the Consumer Action Law Centre. The dispute r...

June 30, 2015

Media Release: Credit Wash “cleans up” vulnerable consumer

A former customer of Malouf Group Enterprises (Malouf), which holds itself out as being "Leaders in Credit Repair Solutions" has issued proceedings in the Victorian Civil and Administrative Tribunal (...

April 7, 2015

Media Release: Inquiry recommends changes to ASIC

Consumer Action welcomes much of the findings of the Senate Standing Committees on Economics Inquiry into the Performance of the Australian Securities and Investments Commission (ASIC), and commends A...

June 30, 2014

Submission: Changes to Credit Ombudsman Scheme Rules

Consumer Action had provided comment on the Credit Ombudsman Service’s proposes changes to COSL Rules: 9th Edition. We commend the Credit Ombudsman Service on its drafting of the proposed changes, mo...

December 16, 2013

Submission: Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes

Consumer Action has made a submission to the Commonwealth Consumer Affairs Advisory Council review of the benchmarks for industry dispute resolution schemes. In broad terms, we strongly support the b...

June 12, 2013