REPORT: Telcos miss the mark on hardship support during COVID, time to treat them as an essential service

A new report by the Australian Communications and Media Authority (ACMA) Customer financial hardship in the telco industry reveals stark variations in hardship support offered during the COVID-19 cris...

February 12, 2021

Strong compliance and enforcement is needed in telecommunications industry
Australian Communications and Media Authority - ACMA compliance priorities 2020-21 (consultation 36/2019)

Consumer Action receives 2-3 new calls per week through our legal assistance and worker advice lines or the National Debt Helpline about clients who are negatively affected by unaffordable phone debt....

December 12, 2019

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...

December 9, 2019

Enhanced protections and clearer responsibilities will better support retirees
Engage Victoria – ‘Review of the Retirement Villages Act 1986’ Issues Paper

There are many systemic issues exist with retirement housing that adversely affect retirees’ wellbeing in their golden years. These include housing providers using threats of eviction to discourage re...

December 6, 2019

Access to basic bank accounts essential for vulnerable banking customers
ACCC – ABA Application for authorisation AA10000441, Amendments to the 2019 Banking Code of Practice, 31 October 2019 response

In our joint submission with Financial Rights Legal Centre (Financial Rights) and Financial Counselling Australia (FCA), we offered strong support for the conditions proposed by the ACCC in its Draft...

October 31, 2019

Effective banking codes require enforcement measures with teeth
Customer Owned Banking Association – Report Three of the independent review of the Customer Owned Banking Code of Practice

In our joint submission with Financial Rights Legal Centre to Report Three of the Customer Owned Banking Association’s (COBA) independent review of the Customer Owned Banking Code of Practice (COBA Co...

October 31, 2019

Energy compliance and performance reporting guideline
Essential Services Commission – Compliance and Performance Reporting Guideline updated to include new entitlements for customers Draft Decision

Monitoring is only as effective as the information gathered. In our submission to the Essential Services Commission (ESC) Compliance and Performance Reporting Guideline updated to include new entit...

October 14, 2019

Customer-owned banking code must adequately address financial vulnerability
Customer Owned Banking Association – Report Two of the independent review of the Customer Owned Banking Code of Practice

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...

October 10, 2019

Making it easier for vulnerable customers to access fee-free banking
Australian Competition and Consumer Commission – Draft Determination AA1000441, Australian Banking Association application for authorisation of certain amendments to the 2019 Banking Code

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...

October 10, 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

Keeping energy market prices down during energy shortages or network constraints
Australian Energy Market Commission - Draft determination allowing demand response service providers to participate in the wholesale energy market

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...

September 12, 2019

Preparing vulnerable Victorians for electricity outages
Essential Services Commission - Electricity Distribution Code Review Issues Paper

Consumers rely on energy distribution businesses to ensure a consistent supply of their essential electricity services.  It is important that these businesses are regulated effectively so that consist...

September 9, 2019

Support for an independent review of the Customer Owned Banking Code of Practice
Customer Owned Banking Code of Practice Independent Review, Report One

In our joint submission with Financial Rights Legal Centre, Consumer Credit Legal Service (WA), Financial Counselling Australia and the Financial & Consumer Rights Council, we support Cameron Ralp...

August 26, 2019

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...

August 21, 2019

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,...

July 1, 2019

Comment on the ACCC’s authorisation of amendments to the 2019 Banking Code of Practice
Australian Competition and Consumer Commission - 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...

June 25, 2019

New Banking Code must have teeth: consumer groups

Australia’s banks will have to commit to strict enforcement and strong resourcing for the new Code of Banking Practice, if the Code is to achieve real change in the industry, say consumer advocates....

August 1, 2018

Submission: Data Governance Australia Draft Code of Practice

The collection, use and management of data by companies is of significant and growing interest for consumer advocates. We welcome industry efforts to better protect and promote the rights of people wh...

August 8, 2017

Progress on banking code, but missed opportunities too: consumer advocates

The Australian Banker's Association (ABA) response to the Independent Review of the Code of Banking Practice (Khoury Review) is a positive start, but consumer advocates say there are some missed oppor...

March 28, 2017

Consumer groups urge banks to implement recommendations of banking code report

Consumer Groups today welcomed the release of the Independent Khoury Review of the Australian Banking Association’s Code of Banking Practice as an important step in the right direction of improving th...

February 21, 2017

Submission to the draft ACDBA Code of Practice.

The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the draft ACDBA Code of Practice (the Code). Read the submission in full here (PDF)....

May 14, 2015

Revised Code of Banking Practice

Today marks the beginning of the revised Banking Code of Practice. The Code specifies how banks should treat their customers and represents a contract between the two parties, giving banking customers...

January 31, 2013