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...
Victorian Default Offer 2023-24: Consultation Paper
Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s (ESC) Consultation Paper on the review of the Victorian Default Offer (VDO) for 2023-24. On bal...
Revision to Banking Code of Practice needs teeth to really help those doing it tough
Consumer advocates are calling for Australian banks to maintain and enhance robust consumer protections, following an independent review of the Banking Code of Practice (the Banking Code). The Aust...
Consumer protections for high-cost and harmful payday loans and consumer leases finally pass Parliament
After a late-night Senate sitting, Consumer Advocacy groups across Australia are celebrating the passing through the Federal Parliament of long overdue reforms that will protect consumers from falling...
Initial feedback: 2023-28 Water Price Review
Access to water is a basic human right recognised by the United Nations and the Australian Government as fundamental to health, wellbeing, and an adequate standard of living. Critical to upholding thi...
Dodgy rent-to-buy houses scheme leads to jail
A Victorian County Court verdict today handed Sheree Becker a three year and six month sentence jail sentence with 15 months before parole for 7 counts of fraud against the ANZ Bank. In the scheme...
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...
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...
COVID, scams and growing risks: Why we need consumer protections with teeth
Opinion piece by Gerard Brody, CEO Consumer Action. If there is one thing that changed about our lives from COVID-19, it’s the dramatic shift to online communication and shopping. According to the...
Regional Telecommunications Review: Access and affordability in regional, rural and remote Indigenous communities
We regularly assist Victorians in disputes against telecommunications providers. Often these disputes relate to mis-selling, for example, misleading or deceptive sales practices or selling customers i...
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...
Comment to the Class Action Inquiry
Consumer Action has provided comment to the Parliamentary Joint Committee’s inquiry, Litigation funding and the regulation of the class action industry (Class Action Inquiry). Class actions p...
Strengthening consumers’ voice in policy and regulation affecting superannuation
Choosing a superannuation fund is one of the most important financial decisions a person will make. However, the superannuation system is failing countless Australians. People across Australia cont...
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...
Fairness must drive consumer policy in 2020
by Gerard Brody, CEO of Consumer Action Law Centre Fairness will be the big issue in consumer policy during 2020. It is being talked about like never before. This follows on from Kenneth...
Strong compliance and enforcement is needed in telecommunications industry
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....
Enhanced protections and clearer responsibilities will better support retirees
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...
Centre Alliance and Labor unite to force action on harmful payday loans and consumer leases
Consumer Action Law Centre (Consumer Action) welcomes the introduction today of legislation in the Senate by Labor and Centre Alliance, in the wake of Government inaction. The Bill is an important mea...
Victorian Government’s class action changes promote corporate accountability
The Victorian Government’s proposed changes to class action rules should enable greater access to justice and promote corporate accountability, according to Consumer Action Law Centre. The Justice...
CommInsure sentencing shows we need a blanket ban on unsolicited selling
In the wake of CommInsure’s breaches of anti-hawking laws, Consumer Action Law Centre (Consumer Action) says it’s time to take urgent and decisive action by implementing an economy-wide ban on unsolic...
Alert: Membo Finance Pty Ltd trading as Clear Loans
We have been contacted by a number of financial counsellors, community workers and the general public with serious concerns about ClearLoans. On its website ClearLoans advertises itself as “guarantor...