Curbing lead generation activity
This is a joint submission from Consumer Action Law Centre, Super Consumers Australia, Financial Rights Legal Centre, Mob Strong Debt Help, Financial Counselling Australia, Consumer Credit Legal Servi...
Response to Productivity Commission Interim Report: Creating a more dynamic and resilient economy
This is a joint submission from Consumer Action Law Centre, Financial Counselling Australia, Consumer Policy Research Centre and CHOICE. We welcome the opportunity to inform this national conversation...
Buy Now Pay Later (BNPL) – Draft Regulations
The consumer sector has been calling for appropriate regulation of BNPL for several years and we are pleased that legislation will shortly come into force, providing some protection to customers, part...
Consumer Energy Resources (CER) Consumer Protections Review
Consumer Action Law Centre welcomes the opportunity to provide our submission to the Department of Energy, Environment and Climate Action (DEECA) in response to the Consumer Energy Resources (CER) Con...
OPINION: In this David and multiple Goliath battle scam victims must win
A slightly edited version of this opinion piece was published by News.com 3 February, 2025 At Consumer Action, our lawyers and financial counsellors speak with scam victims almost every day. People...
Strong action bringing telcos to account is the way to go
Consumer Action Law Centre has warmly welcomed today’s announcement from Communications Minister Michelle Rowland further strengthening consumer protections and increasing the Australian Communication...
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...
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...
Major overhaul of Building Regulator good news for Victoria’s consumers
Consumer Action Law Centre has welcomed the Victorian Government's announcement today of a major overhaul of the Victorian Building and Plumbing Regulator's enforcement powers and structure, and domes...
Consumer safeguards must be front and centre of new scams framework say consumer advocates
Consumer Action Law Centre, CHOICE, the Australian Communications Consumer Action Network (ACCAN) and Super Consumers Australia, have welcomed the announcement from the Albanese Government of a consul...
Consumer Action and CHOICE chosen as designated complainants
The Albanese Government has announced today that Consumer Action Law Centre has been chosen as a designated complainant. This means that Consumer Action, with fellow consumer advocate CHOICE, and the...
Consumer groups welcome new laws regulating Buy Now, Pay Later as credit but some concerns remain
New laws regulating Buy Now, Pay Later (BNPL) have been announced today. Consumer groups respond as follows: Quotes attributable to Stephanie Tonkin, CEO of Consumer Action Law Centre “We welcom...
Mandatory codes for scams will work if the Govt can push banks, telcos and big tech companies to lift their game say consumer advocates
Consumer advocates have welcomed the Albanese Government’s plan to set up the legislative framework and push to make the banks, telcos, and digital platforms lift their game to stop scams. The m...
Consumer advocates call for improved domestic family violence protections
Telecommunications consumers experiencing domestic and family violence (DFV) must see mandatory protections through direct regulation, say consumer advocates, in the wake of an important speech by the...
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...
OPINION: Slam the legal door on scams
By Stephanie Tonkin, CEO Consumer Action Law Centre (published in the Herald Sun, 18 March 2024) Last week, Scamwatch, our national body fighting scams and part of the Australian Competition and Co...
Inquiry into the Competition and Consumer Amendment (Fair Go for Consumers and Small Business) Bill 2024
We are strongly supportive of a designated complaints function as an important addition to the regulatory landscape in Australia, reflecting the value of intelligence and quality of decision making in...
Advocates set out crystal-clear path to reimbursement to prevent the billions being lost by Australians to scams
A coalition of advocacy groups, including Consumer Action Law Centre, CHOICE and the Australian Communications Consumer Action Network, have come out forcefully stating that customer reimbursement, pa...
Scams – Mandatory Industry Codes Consultation Paper
Consumer Action Law Centre, CHOICE and the Australian Communications Consumer Action Network have been conducting regular roundtables with scams victims and consumer organisations, to develop our resp...
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...
Consumer Action launches class action in Federal Court against pawnbroker Taylors Business
Consumer Action Law Centre (Consumer Action) has filed a class action in the Federal Court of Australia against Taylors Business Pty Ltd. The lead plaintiff, a Victorian woman, represents herself and...
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...
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...
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...
OPINION: Scammers raid Australians’ accounts while banks hands-off approach stings
Tania Clarke, Acting CEO Consumer Action Law Centre Last year bank customers in the UK experienced a 17% drop in scam losses while in Australia, bank customers experienced a 62% increase. Between...
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...
One million telco complaints: ACCC calls for stronger regulations for nation’s most distrusted industry
Consumer Action Acting CEO Tania Clarke says Minister for Communication Michelle Rowland should act now to implement tough new laws to clean up the telco industry. Ms Clarke’s call for action comes...
Feedback on standard draft decisions: 2023 Water Price Review
Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the standard draft decisions released by the Essential Services Commission (ESC) as part of the 2023 Water Price Rev...
Hundreds of thousands of telco customers cut off as 2.4 million Australians struggle to pay telco bills
Telco providers are far less likely than other essential services to provide hardship assistance to Australians when they find themselves in financial crisis and here’s the proof: last year 406,428 cu...
Victorian Default Offer 2023-24 Draft Decision: We need a meaningful reduction to the proposed 31% increase
To date, we believe that the Victorian Default Offer (VDO) has been successful in achieving the policy objective of providing consumers unable or unwilling to engage in the market with a simple, trust...
OPINION: Banks must use their windfall profits to tackle the scam crisis
By Stephanie Tonkin, CEO, Consumer Action Law Centre The big four banks are tipped to make record profits this financial year, with some analysts suggesting they will collectively rake in more th...
Token crypto mapping consultation paper and the need for adequate protections and safeguards
The crypto marketplace currently poses significant risk to consumers and there is a pressing need for adequate protections and safeguards. Consumer Action applauds the Government for its commitment...
Scams must be stopped: Westpac alerts for mis-matched payments and money transfer measures welcomed
Consumer Action CEO Stephanie Tonkin says Westpac’s announcement of a new verification system for payments and money transfer measures to new accounts are “…steps in the right direction to help stop t...
Australian Securities and Investments Commission – inquiry into investigation and enforcement conduct
Effective enforcement action is a critical task of consumer protection regulators and essential to a well-functioning consumer market. In recent years, ASIC has completed a significant amount of meani...
OPINION: Banks, get tougher on scams
An edited version of this opinion piece appeared in the Herald Sun 18 February, 2023 You’d be hard-pressed these days to find someone who hasn’t been the target of a scam. Whether it’s a fraudulent...
Consumer Action calling on banks to block payments to scammers and reimburse victims
Australia’s banks should quickly introduce measures to stop scams, make their systems safer and reimburse victims or be made by Government to do so, says Consumer Action CEO Stephanie Tonkin. Ms Tonk...
Australia’s banks should follow CBA’s lead and introduce stronger measures to stop scams
The Commonwealth Bank (CBA) has announced it is introducing measures to strengthen its payment system that will make it harder for crooks to scam their customers. The measures called NameCheck and Cal...
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...
Regulate Buy Now, Pay Later like other credit products to boost customer safeguards, consumer groups say
Buy Now, Pay Later (BNPL) late fees and charges would be capped, and providers would be licensed and banned from making unsolicited offers of credit, under recommendations for proper regulation of the...
Treasury Options Paper, Regulating Buy Now Pay Later in Australia
Consumer Action has joined with 22 other organisations as part of the "Close Lending Loopholes Alliance" to make a submission to Treasury on its Options Paper, Regulating Buy Now Pay Later in Australi...
Review of the Australian Finance Industry Association (AFIA) Buy Now Pay Later Code of Practice
Consumer Credit Legal Services (WA) Inc. (CCLSWA) has drafted these submissions on behalf of the Consumers’ Federation of Australia (CFA) and its members. CFA is the peak body for consumer organisatio...
Protecting consumers of distributed energy resources
With Victorians wanting to play their part in carbon reduction, consumer protections for new energy products and services need to be enhanced. This submission to the Department of Environment Land...
Our Impact 2021-22: It’s the change we are making, helping people fight the powerful, advocating for a fairer Australia
Today we are delighted to publish our Impact Report 2021-22 which highlights our organisation’s achievements over the past year working for and with the people we help. Read about the many successe...
OPINION: Optus data breach underscores urgent need for reforms to protect Australians from scams
Opinion piece by Gerard Brody, CEO Consumer Action The massive data breach affecting up to 9.8 million Optus customers has shone a spotlight on what can be done to protect Australians from harm and...
People should get their money back quicker and more easily following new ASIC guidance, say consumer advocates
The Australian Securities and Investment Commission (ASIC) has today published updated and revised remediation guidance for financial firms with the goal of treating wronged customers fairer and ensur...
Quality of Advice Review: Proposals Paper
Australians who seek financial advice have the right to expect that the advice they receive will be independent, high quality and in their best interests. Poor financial advice has lasting impacts on...
Taxi Non-Cash Payment Surcharge Review 2022
Consumer Action has made a submission to the Essential Services Commission in relation to its Taxi Non-Cash Payment Surcharge Review 2022. The submission opposes the proposed methodology outlined i...
Embedded networks ban promotes consumer choice and is a win for Victorians
The announcement today from the Victorian Minister for Energy Lily D’Ambrosio banning embedded networks in new residential apartment buildings, and improving protections for existing networks,...
‘Telcos still behaving badly’: Report highlighting key drivers of customer complaints welcomed
Consumer Action has welcomed a report released today from the Telecommunciations Industry Ombudsman (TIO) that reveals a high level of customer complaints about poor mobile services and the continued...