Payment Difficulty and Hardship Archives - Consumer Action Law Centre

Telco conduct harming customers reveals why self-regulation is a failure

A new report by Financial Counselling Australia has criticised the selling practices, customer service and financial hardship programs offered by the telco industry in the wake of COVID-19, revealing ...

Federal Court finds multiple breaches of Australian Consumer Law in relation to credit repair, but not debt management

Federal Court finds multiple breaches of Australian Consumer Law in relation to credit repair, but not debt management The Federal Court has found that J Daniels & Associates (JDA), a debt mana...

We support enhanced protections for South Australians from payday loans and high-cost leases

Consumer Action has provided a submission on the draft Fair Trading (Small Amount Credit Contracts and Consumer Leases) Amendment Bill 2020 (SA) (the SA Bill). Consumer Action strongly supports the...

Submission to the Essential Services Commission on the Victorian Default Offer

Consumer Action has made a submission to the Essential Services Commission on the Victorian Default Offer electricity price that is to apply from 1 January 2021. We consider that there is room to r...

Supporting energy customers through the coronavirus pandemic – Draft Decision

COVID-19 has caused significant disruption to households in Victoria and has highlighted the need to ensure that people’s health is not put at risk because of barriers to accessing energy for appropri...

Submission to the Senate Select Committee on COVID-19

Our clients have been affected by the COVID-19 emergency, and the Australian Government’s response, in a number of ways. In many cases we have experienced a short-term decrease in demand on financi...

$3.7 million package announced for Victorians struggling with energy bills

Consumer Action Law Centre CEO Gerard Brody says that the Victorian Government’s $3.7 million package for people having difficulty paying their energy bills is a well-timed funding boost as we head in...

Over 1,000 requests to disconnect Victorians for not paying their electricity bills during Covid-19 health crisis

The latest figures from the Essential Services Commission (ESC) reveal that more than 1,000 requests have been made to disconnect Victorians from electricity for not paying their bills since late Marc...

Keep communities connected, urge more than 40 community organisations across Australia

As more people face the prospect of losing work due to the COVID-19 health crisis, community organisations are calling on banks, telcos, energy retailers, and rental providers to help people stay con...

A little relief will go a long way for thousands struggling due to COVID-19

Widespread disruption caused by COVID-19 is being felt across Australia. It won’t be long before we have thousands of people trying to survive on a reduced income, worried about whether they can pay t...

Households in embedded networks need fair electricity prices
Maximum prices for embedded networks and other exempt sellers Consultation Paper

Households in embedded networks are often in effective monopoly situations with little regulatory oversight. For this reason, they need the same or better protections than their peers with conventiona...

Maintain households’ rights when accessing essential energy services
Australian Energy Market Commission Issues Paper 2; Consumer Protections in an Evolving Market: Traditional Sale of Energy - 2020 Retail Energy Competition Review

As new energy products and services create more options for consumers to access energy offers with non-conventional pricing or features, the complexity of making decisions increases and poses more ris...

Implement strong protections to ensure households benefit from new energy technology
Australian Energy Market Commission Issues paper one: Consumer Protections in an Evolving Market: New Energy Products and Services - 2020

Consumer Action’s legal and financial counselling services have regularly assisted consumers experiencing harm as solar technology grows in popularity in Victoria. Our Power Transformed, Knock It Off!...

Lack of minimum efficiency standards put renters at greater risk of energy debts
Department of Justice and Community Safety - Residential Tenancies Regulations 2020 Regulatory Impact Statement

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...

Royal Commission into Mental Health Terms of Reference Consultation

Cashless Debt Card undermines the role of the market in serving consumer and community interests
Senate Community Affairs Legislation Committee – Social Security (Administration) Amendment (Income Management to Cashless Debit Card Transition) Bill 2019

Much of the Federal Government’s effort to address cost of living pressures involves making it easy to switch and exercise choice, for example, through the new Consumer Data Right. However, the Cashle...

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...

New Energy Tech Consumer Code must protect Australians from exploitative buy now pay later arrangements
Australian Competition and Consumer Commission - AA1000439 New Energy Tech Consumer Code Application for Authorisation Draft Determination

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...

Ensuring energy contracts are clear and fair, ESC Issues Paper
Essential Services Commission - Ensuring Energy Contracts are Clear and Fair 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...

Banks should recognise that anyone can become vulnerable: Submission to ABA Guideline on Customer Vulnerability
Australian Banking Association - ‘Every Customer Counts: Better banking for vulnerable customers’ Guideline

There are any number of reasons why a person would be unable to unwilling to speak up when they are struggling with their financial situation. Who among us hasn’t faced a financial issue at one poi...

National Consumer Congress Keynote Address: How to deliver better outcomes for vulnerable consumers in regulated markets

The following keynote speech was delivered by Consumer Action CEO, Gerard Brody at the National Consumer Congress 2019 on Thursday, 14 March 2019 in Melbourne. Today I want to ask whether w...

The justice system could better respond to the needs of people affected by misconduct in the finance sector
Senate Legal and Constitutional Affairs References Committee - Resolution of disputes with financial service providers within the justice system

Consumer Action Law Centre (Consumer Action) has recommended that financial service providers be required to improve their approach to dispute resolution in its comments to the Senate Legal and Consti...

National Energy Retail Amendment (Strengthening Protections for Customers in Hardship) Rule 2018 Draft Rule Determination
Australian Energy Market Commission - National Energy Retail Amendment (Strengthening Protections for Customers in Hardship) Rule 2018 Draft Rule Determination

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the National Energy Retail Amendment (Strengthening Protections for Customers in Hardship) Rule 2018 Draft Rule...

Submission: draft Telecommunications Consumer Protections Code
Communications Alliance - Telecommunications Consumer Protections Code (Draft Industry Code)

Consumer Action Law Centre together with WEstjustice made a submission to the CommsAlliance on the Telecommunications Consumer Protections Code Draft (DR C628:2018) (draft Code), which has been produc...

Submission: Treasury Laws Amendment (Prohibiting Energy Market Misconduct Bill) 2018

Energy Retail Code obligations for exempt sellers under the General Exemption Order 2017: Draft Decision
Essential Services Commission - Energy Retail Code obligations for exempt sellers under the General Exemption Order 2017 (Draft Decision)

Consumer Action has made this joint submission alongside VCOSS. Embedded networks have presented serious difficulties for energy consumers for far too long, and the General Exemption Order 2017 is...

National Energy Guarantee Draft Detailed Design Consultation Paper – Commonwealth Elements
Minister for the Environment and Energy (Parliament House) - National Energy Guarantee Draft Detailed Design Consultation Paper (Commonwealth Elements)

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the National Energy Guarantee (Guarantee) Draft Detailed Design Consultation Paper for Commonwealth Elements (Co...

National Energy Retail Amendment (Strengthening protections for customers in hardship) Rule 2018 consultation paper
Australian Energy Market Commission - Consultation Paper on National Energy Retail Amendment (Strengthening protections for customers in hardship) Rule 2018

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the National Energy Retail Amendment (Strengthening protections for customers in hardship) Rule 2018 Consultatio...

Joint submission: Attorney-General’s Department Review of Financial Hardship Arrangements

Consumer advocates consider that any additional information permitted to be shared or held as part of the credit reporting system is inherently a further privacy intrusion and must be justified to be...

Submission: Reforms to strengthen penalties for corporate and financial sector misconduct – Draft Legislation

Review into the Australian Taxation Office’s use of Garnishee Notices

We reject the legal status quo which enables garnishee orders issued prior to bankruptcy to continue to garnish the wages of bankrupted individuals post-bankruptcy. As we understand it, garnishee ord...

Payment difficulty framework amendments to the Compliance and Performance Reporting Guideline draft decision

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the payment difficulty framework amendments to the Compliance and Performance Reporting Guideline draft decision...

Are we there yet? (the mysterious case of the vanishing SACC Bill)

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Submission: 2018 Water Price Review standard draft decisions

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Service Commission’s (ESC) standard draft decisions in the 2018 Water Price Review for Barwon Wate...

Submission: 2018 Water Price Review early draft decisions

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Service Commission’s (ESC) early draft decisions in the 2018 Water Price Review for East Gippsland...

Drought legal assistance scoping project – Final report

Victoria Legal Aid (VLA) contracted Consumer Action Law Centre (Consumer Action) to undertake a detailed scoping and service model development project for Drought Legal Assistance for Victoria. This...

Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector – Consumer Action submission part 2

Consumer Action Law Centre has published part 2 of its submission to the Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector today. The submission draws on the experienc...

ESC draft audit guideline for energy businesses

Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide comment on the Essential Services Commission’s (ESC) draft audit guideline for energy businesses (the draft guideline)....

ESC draft charter of consultation and regulatory practice

Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide comment on the Essential Services Commission’s (ESC) Draft Charter of Consultation and Regulatory Practice. It is im...

Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector – Consumer Action submission part 1

Consumer Action Law Centre has published part 1 of its initial submission to the Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector today. The submission draws on the e...

Submission: Paper Billing Consultation Paper

Consumer Action Law Centre (Consumer Action) is pleased to make this submission in response to the Paper Billing Consultation Paper (Consultation Paper). Consumer Action supports Option 2 in the Co...

Submission in response to the Draft Guidance Note – Payment difficulty and disconnection

We acknowledge the significant work the Essential Services Commission has undertaken in drafting a comprehensive Guidance Note focused on customer outcomes. With expansion and redrafting in some areas...

Inquiry into the Social Services Legislation Amendment (Cashless Debit Card) Bill 2017: Submission

Consumer Action joins with FamilyCare Shepparton to make this submission. Shepparton is the only Victorian community that is currently subject to income management, a policy similar to the Cashless De...

EDR Review Supplementary Issues Paper – Last resort compensation for victims of financial misconduct

A series of financial scandals have left many Australians out of pocket and in some cases, resulted in the loss of the family home or a secure retirement. Scandals have not just occurred in relation t...

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]...

Submission: ESC’s Payment Difficulty Framework Draft Decision

Consumer Action and the Financial and Consumer Rights Council welcome the opportunity to comment on the Essential Services ESC Victoria’s (ESC) new draft decision for its Payment Difficulties Framewor...

Submission: General Insurance Code of Practice 2017 Review

The Code is an important piece of self-regulation, setting out the best practice expected of the industry. Recent inquiries and reviews have ventilated a number of persistent, systemic problems for ge...

Design, scope, cost-benefit analysis, contracts awarded and implementation associated with the Better Management of the Social Welfare System initiative

The Consumer Action Law Centre (Consumer Action) is pleased to provide a submission to the Inquiry on the Design, scope, cost-benefit analysis, contracts awarded and implementation associated with the...

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