Access to Justice - Consumer Action Law Centre

Cost-of-living measures in State Budget will make a positive difference

Consumer Action Law Centre CEO, Stephanie Tonkin has welcomed the cost-of-living measures announced in the Victorian State Budget saying they will make a ‘positive difference’ in the lives of many peo...

Essential Services Commission draft decision will help thousands in energy hardship

Consumer Action Law Centre strongly supports today’s draft decision from the Essential Services Commission (ESC) on stage one of its reforms to Victoria’s retail energy market, which will help the in...

Victorian Default Offer 2025-26 Request for comment

The cost-of-living crisis has deepened the urgency of ensuring an affordable energy price for Victorians. On Consumer Action’s frontlines, we hear from Victorians every day who are struggling to meet...

ASIC sues HSBC Bank for failure to protect customers from scams

The Australian Securities and Investment Commission (ASIC) has taken strong enforcement action, announcing today that it is suing HSBC Bank for its ‘widespread failures to act honestly, efficiently an...

Much-needed Centrepay reforms the result of a decades-long campaign: Tonkin

Consumer Action Law Centre CEO Stephanie Tonkin said she was absolutely delighted that Minister Bill Shorten has announced consumer protections and reforms to Centrepay that restore it to its original...

Consumer advocates welcome proposed reforms to Government payment service

The Financial Rights Legal Centre, Mob Strong Debt Help, and Consumer Action Law Centre welcome the proposed reforms to Centrepay announced by Minister Bill Shorten this morning. These reforms include...

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Consumer groups welcome passing of buy now, pay later regulations

Key loophole in credit laws will be closed Consumer groups have welcomed the passing of the Treasury Laws Amendment (Responsible Buy Now Pay Later and Other Measures) Bill 2024 (BNPL Bill) through...

Energy Consumer Reforms Consultation

Consumer Action supports the objectives of the Essential Services Commission (ESC’s) proposed reforms to ensure people experiencing payment difficulty are receiving the best price for energy from thei...

Concerning the ABA’s application to remove conditions from basic bank account conduct

Our response to the Australian Competition and Consumer Commission on this issue is supported by the Financial Rights Legal Centre and CHOICE. We are interested parties in the application by the Au...

Our impact 2023-24: Fighting for a fairer marketplace in a cost-of-living crisis

We are delighted to publish our Impact Report 2023-24 which highlights what we’ve been doing over the past year working alongside consumers, national advocates and cross-sector stakeholders. The co...

AUSTRAC: Guidance on assisting customers who don’t have identification

This is a joint submission made on behalf of: •Consumer Action Law Centre •Financial Counselling Australia •Financial Rights Legal Centre •Indigenous Consumer Assistance Network •Mob Strong Deb...

Stronger consumer protections needed to make our marketplace fairer

The two major consumer protections announced today -the ban on unfair trading and consultation on penalties for breaches by traders and service providers of the consumer guarantees under the Australia...

Government’s Scams Prevention Framework only goes halfway – we need a presumption of reimbursement say consumer advocates

A broad coalition of consumer advocates is calling for the Albanese Government to make one fundamental change to the proposed Scams Prevention Framework (SPF) and put reimbursement at its core, warnin...

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Network Outage Review

As extreme weather events continue to increase, it is imperative that Victorians’ access to essential services is protected and prioritised by Government, regulators and industry. Consumer Action L...

Consumer groups welcome reforms addressing harms caused by a bankruptcy system not fit for purpose

Consumer advocates have been calling for urgent reform for some time and last year outlined key pressure points during a round-table discussion organised by the Federal Attorney General, Mark Dreyfus...

Consultation: Designated complaints determination

With our undersigned sector colleagues, we affirm our previous support for the designated complaints function, and our previous comments about the design and structure of the legislation in our joint...

Joint Submission: Getting the Victorian Default Offer right

This submission represents the shared view of leading Victorian community sector organisations and energy consumer advocates. Our submission identifies where there remains work to be done, and Victori...

Regulating Digital Asset Platforms: Crypto

Through our frontline services, we see widespread harm in the crypto market, and the urgent need for intervention. In this submission, we are responding to Treasury’s proposal paper Regulating Digi...

2024-25 Victorian Default Offer: Request for comment paper

Consumer Action reaffirms the importance of the policy intent underpinning the Victorian Default Offer (VDO) to provide a simple, trusted and reasonably priced electricity option that safeguards consu...

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...

Banking industry announcement a big first step in addressing scams

Consumer Action Law Centre has welcomed the scams safe accord announced by the Australian Banking Association (ABA) and Customer Owned Banking Association (COBA) which has involved, for the first time...

Federal Court Grants Injunction to Protect Pawned Goods in Class Action against Pawnbroker, Taylors Business

The Federal Court has granted an injunction against pawnbroker, Taylors Business Pty Ltd (ACN 107 445 723) (Taylors Business) in class action proceedings filed by Consumer Action Law Centre (Consumer...

REPORT: Our Impact 2022-23 fighting for a fairer marketplace especially for those needing help

We are delighted to publish our Impact Report 2022-23 which highlights our organisation’s achievements over the past year working for and with the people we help. Read about the many successes we h...

The National Legal Assistance Partnership Review

The community legal sector’s work would not be possible without stable, indexed NLAP funding. This is a critical part of specialist community legal centres’ (CLC) baseline resourcing, now and into the...

The consumer experience of faulty cars in Victoria: Report launch

Hear an expert panel discuss why we need a better system for resolving car disputes in Victoria at the launch of a major report on the consumer experience of faulty cars in Victoria by Consumer Policy...

REPORT: Victoria overrun with dodgy lemon cars as current dispute process totally unfit for consumers

A groundbreaking report from the Consumer Policy Research Centre (CPRC) has found that over half (54%) of all Victorians who bought used or new car in the past five years experienced major or minor fa...

Consumer Action statement on the referendum result

The referendum result is incredibly tough for our First Nations staff, stakeholders and First Nations people across the country. Consumer Action feels deep disappointment and concern about the message...

Telcos still not connecting with Aussies -especially those most impacted by the cost-of-living crisis

The latest figures released in the Telecommunications Industry Ombudsman’s (TIO) 2023 Annual report show that the nation’s telcos are still not providing an acceptable standard of service in many key...

Personal insolvency discussion paper 2023

Consumer Action Law Centre provides financial counselling assistance and legal advice to people at all stages of the insolvency process. We regularly speak to people who end up in unnecessary and cost...

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...

ANALYSIS: Addressing and Preventing Legal Need

Consumer Action seeks to be a reflective, impact-driven organisation that can adjust and refine our services to meet legal need. We have done significant work to conduct evaluations of our existing se...

REPORT: Insurers must lift their game and handle customer claims better especially for vulnerable consumers

A new Report from the Australian Securities and Investment Commission (ASIC), Navigating the storm: ASIC's review of home insurance claims (LINK) calls on Australia’s insurers to step up and improve r...

Australian Banking Association application for authorisation AA1000645

Consumer Action, Financial Rights and CHOICE are calling on the banking industry to do more to prevent scams, as increasing losses are having a devastating impact on individuals and the Australian eco...

Financial services legislation inquiry – Interim Report C

Consumer Action Law Centre, Consumers' Federation of Australia and Financial Rights Legal Centre have provided feedback on the proposals in the Australian Law Reform Commission’s (ALRC) Interim Repor...

‘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...

Good news: Predatory lenders Cigno and BHF won’t escape justice

The success of the Australian Securities and Investment Commission (ASIC) in its Federal Court action against Cigno Pty Ltd (Cigno) and BHF Solutions Pty Ltd (BHF Solutions), is good news which we hop...

Energy Assistance Report 3rd Edition

Understanding the experience of Victorians dealing with energy hardship Access to affordable, reliable energy is one of the key challenges facing governments, the energy sector, and consumers in 20...

REPORT: More support needed to help Victorians households manage power bills

A new report released today by Consumer Action Law Centre has found that while Victoria’s energy retailers continue to improve their support for people in financial hardship, many Victorians continue...

Albanese Government’s new consumer safeguards for telco customers doing it tough welcomed

Consumer Action’s Acting CEO Tania Clarke has congratulated Minister for Communications Michelle Rowland for acting swiftly to address the growing list of concerns from consumer advocates and telco cu...

Consumer groups welcome Knock to Stay Connected customer code for energy companies

Consumer groups and the financial counselling sector have welcomed the launch of a new customer code for the energy sector. The Knock to Stay Connected customer code requires network companies to visi...

New Anti-Scam centre funding welcomed but will it help Bill who lost $20,000?

Consumer Action CEO Stephanie Tonkin has welcomed the extra funding announced in the Federal Budget for the Anti-Scam Centre, saying it’s a first step in the right direction, but deep concerns remain...

Only a Federal Government mandate forcing banks to reimburse customers will solve growing scams crisis says Consumer Action

Scammers are targeting Australians online with highly sophisticated scams, stealing $billions from ordinary families and businesses every year -and it’s getting worse! That’s the message from the Aust...

ACCAN report reveals massive telco failure to provide effective hardship support for those doing it tough to stay connected

Telcos are not doing enough to provide access to adequate hardship measures for those doing it tough in what is now the worst cost-of-living crisis in a generation, says David Hofierka, Senior Policy...

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