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...

April 21, 2023

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...

February 8, 2023

 Water prices a welcome relief but hardship concerns remain

Consumer Action has welcomed the price proposals from Victorian water businesses for the period 2023-28 in a submission to the Essential Services Commissions Initial Feedback: 2023-28 Water Price Revi...

December 1, 2022

TIO annual report reveals complaints about mobile services at five-year high

The Telecommunications Industry Ombudsman (TIO) annual report released today has revealed stark contrasts—while complaints about phone and internet services decreased in the year ending 30 June 2022,...

September 21, 2022

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...

June 6, 2022

Electricity disconnections on the rise as gaps in support for families revealed

Amidst worrying reports of rising energy prices, Consumer Action is calling for energy retailers to do more to help families and people who fall into difficultly with their bill payments, leading to d...

June 1, 2022

Telcos are an essential service and must step up to help customers in need  

Consumer Action has welcomed the Statement of Expectations today from the Australian Communications and Media Authority (ACMA) setting out clarity for telcos on assisting customers experiencing vulner...

May 24, 2022

Joint consumer submission on the Independent TIO Review

This is a joint submission from Consumer Action Law Centre, the Australian Communications Consumer Action Network (ACCAN),  Financial Counselling Australia and WEstjustice. Our submission draws on...

May 18, 2022

Review of the Victorian Default Offer Order in Council

Consumer Action Law Centre welcomes the opportunity to comment on the Victorian Government’s review of the Order in Council (the Order) that was used to give effect to the Victorian Default Offer (the...

April 29, 2022

Victorian Default Offer electricity tariffs 2022-23

Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Services Commission’s (the ESC) Draft Decision for Victorian Default Offer (the VDO) tariffs to apply...

April 14, 2022

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...

April 12, 2022

Improving the effectiveness of the consumer guarantee and supplier indemnification provisions under the Australian Consumer Law

Consumers expect to purchase products that work, and when they don’t work people should be easily able to enforce their consumer guarantee rights. We welcome the opportunity to provide comments to...

February 11, 2022

Joint Consumer Submission to Regional Banking Taskforce

Banking is an essential service that is critical to the wellbeing of consumers, small businesses and community organisations in regional Australia. However, accelerating branch closures are creating v...

December 17, 2021

Central and Gippsland Region Sustainable Water Strategy: Our submission

Access to water is an indispensable human right. All Victorians have the right to enjoy access to safe, reliable water supplies, so that they are able live healthy and dignified lives. Fundamental...

December 10, 2021

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...

September 9, 2021

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...

June 23, 2021

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...

May 25, 2021

Report reveals telco failures during COVID-19 crisis

Consumer Action has today published a report with case studies and data documenting      the ways the telecommunications industry in Australia continues to fail the community, even during the COVID-19...

November 26, 2020

Telco industry fails individuals and businesses during the pandemic

Data released today on the telco industry shows the sector has failed to meet community expectations throughout the pandemic, leaving families and business customers high and dry in their time of need...

October 28, 2020

Modernising the Telecommunications Industry Ombudsman Terms of Reference

Westjustice, Consumer Action Legal Centre (‘Consumer Action’), Financial Rights Legal Service(‘FRLS’), and Financial Counselling Australia (‘FCA’) provide legal casework and financial counselling serv...

October 28, 2020

Modernising the Telecommunications Industry Ombudsman Terms of Reference

WEstjustice, Consumer Action Legal Centre, Financial Rights Legal Service, and Financial Counselling Australia provide legal casework and financial counselling services to consumers, particularly thos...

September 11, 2020