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# Consumer Action Law Centre

A campaign-focused consumer advocacy organisation

## Sitemaps

- [XML Sitemap](https://consumeraction.org.au/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [We're HIRING: A Director of Legal Practice](https://consumeraction.org.au/were-hiring-a-director-of-legal-practice/) - Director of Legal Practice Lead Australia’s pre-eminent consumer law practice Drive strategic litigation that changes the marketplace Executive leadership role with national profile The organisation Consumer Action Law Centre is Australia’s specialist consumer and financial services legal centre. Its purpose is to make life easier for people experiencing vulnerability and disadvantage, pursued through an integrated
- [Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing it tough](https://consumeraction.org.au/bank-fees-acccs-low-or-no-fee-account-ruling-a-boost-for-thousands-of-aussies-doing-it-tough/) - Consumer advocates say the Australian Competition and Consumer Commission’s (ACCC) landmark determination requiring banks to proactively move eligible customers into low or no-fee accounts unless they choose to opt out, is a major win that will help thousands of Aussies in the cost-of-living crisis. "This is a common-sense decision that will put money back into
- [Consumer groups put forward 10-point plan to improve general insurance claims handling](https://consumeraction.org.au/consumer-groups-put-forward-10-point-plan-to-improve-general-insurance-claims-handling/) - A coalition of consumer organisations have issued an ultimatum for general insurers to implement a 10-point plan to address significant flaws in its redrafted General Insurance Code of Practice. The Insurance Council of Australia recently released a redraft of its General Insurance Code for public consultation. A joint consumer submission to that consultation has raised
- [ACCC releases blistering report on harms but falls short on banning ‘unsolicited selling’](https://consumeraction.org.au/accc-releases-blistering-report-on-harms-but-falls-short-on-banning-unsolicited-selling/) - Consumer Action Law Centre CEO, Stephanie Tonkin has welcomed the Australian Competition and Consumer Commission (ACCC)’s report on its first designated complaint, that concludes changes to unsolicited selling laws are necessary to address ‘serious concerns of consumer harm’. However, she says the ACCC has missed a ‘golden opportunity’ to support a ban on unsolicited selling
- [Consultation on redrafted General Insurance Code of Practice](https://consumeraction.org.au/consultation-on-redrafted-general-insurance-code-of-practice/) - We are pleased to see the introduction of a number of important changes in the redrafted Code, including improved access to information, stronger cash settlement protections, automatic acceptance for certain long-running claims and the proposal to make the Code contractually enforceable. If implemented effectively, these changes have the potential to materially improve consumer outcomes. However,
- [Compensation Scheme of Last Resort and reform options to support ongoing sustainability](https://consumeraction.org.au/compensation-scheme-of-last-resort-and-reform-options-to-support-ongoing-sustainability/) - The CSLR plays a vital role in Australia’s financial services dispute resolution framework. A failure by a financial firm to pay compensation awarded to someone by the Australian Financial Complaints Authority (AFCA) is often a sign that something has gone very wrong with the firm. The CSLR prevents people in these situations from suffering the
- [Embedded Networks Review](https://consumeraction.org.au/embedded-networks-review/) - We welcome the opportunity to provide our submission to the Victorian Department of Energy, Environment and Climate Action (DEECA) in response to their Embedded Networks Review. Consumer Action Law Centre (Consumer Action) strongly supports any reforms that would result in consumers in embedded networks being offered fairer and more affordable prices for their energy use.
- [REPORT Manufactured Consent: Stopping the harm from manipulative lead generation](https://consumeraction.org.au/report-manufactured-consent-stopping-the-harm-from-manipulative-lead-generation/) - Lead generation – the process of identifying people as potential sales targets and harvesting their contact details for future sales pitches – has become a significant source of consumer harm. Lead generation activity is commonplace in Australia’s digital economy and occurs at arm’s length from businesses making a sale. It can serve to manufacture consent
- [Manufactured Consent: New report shines spotlight on dodgy practice of lead generation](https://consumeraction.org.au/manufactured-consent-new-report-shines-spotlight-on-dodgy-practice-of-lead-generation/) - Consumer Action Law Centre has published a new report Manufactured Consent: stopping the harm from manipulative lead generation detailing the complicated practice and its devastating consumer harms. Manipulative lead generation is the capture, use and sale of people’s personal information to sell them a product. ‘Consent’ for personal details to be used is generated in opaque and manipulative
- [Joint Consumer Submission: Scam Prevention Framework codes and rules](https://consumeraction.org.au/joint-consumer-submission-scam-prevention-framework-codes-and-rules/) - This is a joint submission, co-drafted by Consumer Action Law Centre (Consumer Action), CHOICE and the Australian Communications Consumer Action Network (ACCAN), and made on behalf of: Organisations supporting this submission Consumer Action CHOICE ACCAN Financial Rights Legal Centre Westjustice Financial Counselling Australia Consumer Credit Legal Service WA Consumer Advocacy Network WA Financial Counselling Western
- [We're HIRING: An Assistant Director - Domestic Building Legal Service](https://consumeraction.org.au/were-hiring-an-assistant-director-domestic-building-legal-service/) - The Opportunity Assistant Director - Domestic Building Legal Service Location: Melbourne CBD Job Type: Ongoing, Full-Time Salary: $130,358.40 - $135,809.79 Consumer Action Law Centre is an independent, not-for-profit consumer organisation working for a just marketplace where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in Victoria through financial
- [Courage, ambition and clarity are musts or new anti-scam laws will fail say consumer advocates](https://consumeraction.org.au/courage-ambition-and-clarity-are-musts-or-new-anti-scam-laws-will-fail-say-consumer-advocates/) - Consumer advocates are warning that the Government’s much lauded Scam Prevention Framework (SPF) will fail to protect Australians from scam crime unless the tough talk and promises deliver tangible industry codes and cross sector rules that are enforceable and effective. The warning comes in a joint submission to the Government’s consultation on the SPF draft materials. “After
- [Submission: Unfair Trading Practices](https://consumeraction.org.au/submission-unfair-trading-practices/) - This submission is being jointly made by the Consumer Policy Research Centre and the following organisations: Australian Communications Consumer Action Network CHOICE Consumer Action Law Centre Consumer Credit Legal Service Western Australia Consumers’ Federation of Australia Energy Consumers Australia Financial Counselling Australia Financial Counselling Victoria Financial Rights Legal Centre Justice and Equity Centre Queensland Consumers
- [ REPORT: ASIC spotlights how car loans cause deep consumer harms](https://consumeraction.org.au/report-asic-spotlights-how-car-loans-cause-deep-consumer-harms/) - Consumer advocates nationwide have welcomed the release of the Australian Securities and Investments Commission (ASIC) report ‘Lifting the bonnet: ASIC’s review of car loans’. ASIC’s Indigenous Outreach Program reviewed car loans from eight across a two-year period from March 2023 – 2025 and have painted a comprehensive and troubling picture of the consumer harm fuelled
- [Changes to the insurance code of practice fall well short say consumer groups](https://consumeraction.org.au/changes-to-the-insurance-code-of-practice-fall-well-short-say-consumer-groups/) - The Financial Rights Legal Centre (Financial Rights), Financial Counselling Australia (FCA) and Consumer Action Law Centre (Consumer Action) have warned that government intervention may be needed if general insurers fail to meet the moment and significantly improve commitments made in a new redrafted code of practice, released today by the Insurance Council of Australia. Quotes from Drew
- [Independent Review of the Customer Owned Banking Association Code of Practice](https://consumeraction.org.au/independent-review-of-the-customer-owned-banking-association-code-of-practice/) - This is a joint submission by CARE, CHOICE, Consumer Action Law Centre, Consumer Credit Legal Service Western Australia, Consumer Policy Research Centre, Each, Financial Counselling Australia, Financial Counselling Victoria, Financial Counsellors Association of Western Australia, Indigenous Consumer Assistance Network, Mob Strong Debt Help, Mortgage Stress Victoria, South Australian Financial Counsellor Association, Thriving Communities Australia, and
- [Don’t miss out! Lodge your claim to AFCA asap if you were ripped off by Snaffle](https://consumeraction.org.au/dont-miss-out-lodge-your-claim-to-afca-asap-if-you-were-ripped-off-by-snaffle/) - In May, the Federal Court ordered a $33.5 million penalty against Snaffle, operated through Walker Stores, for inflating prices and overcharging customers on credit contracts. Many of the customers were in vulnerable situations, “Walker Stores is now in liquidation, and time is of the essence if you are going to make a claim,” says Anna
- [Federal Court scathing on HSBC, bringing legal clarity: Australia’s banks MUST protect their customers from scams](https://consumeraction.org.au/federal-court-scathing-on-hsbc-bringing-legal-clarity-australias-banks-must-protect-their-customers-from-scams/) - Consumer Action Law Centre CEO Stephanie Tonkin says the $35 million penalty plus costs imposed on HSBC Bank in the Federal Court yesterday sends a clear and resounding signal to Australia’s banks: they must protect their customers from scams. “As the Australian Securities and Investment Commission (ASIC) case showed, for years HSBC Bank completely failed
- [Lemon car reforms welcomed: Vic Government takes first step but more needed to tackle faulty second-hand car sales](https://consumeraction.org.au/lemon-car-reforms-welcomed-vic-government-takes-first-step-but-more-needed-to-tackle-faulty-second-hand-car-sales/) - Consumer Action Law Centre has welcomed proposed amendments to the Motor Car Traders Act 1986 introduced by the Victorian Government last week, but more is needed for purchasers of faulty second-hand ‘lemon’ cars. “These reforms have been literally decades in the making. Lemon cars are a chronic, harmful problem impacting thousands of Victorians, putting lives
- [Curbing lead generation activity](https://consumeraction.org.au/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 Service WA and Consumer Policy Research Centre. The scourge of lead generation is now in sharp focus, with 11,000 people experiencing the devastating loss of over $1 billion
- ['Unacceptable Harms’: Scam laws delay will see Aussies robbed of billions](https://consumeraction.org.au/unacceptable-harms-scam-laws-delay-will-see-aussies-robbed-of-billions/) - Consumer advocates have slammed the nine-month delay in the implementation of the Scam Prevention Framework (SPF), announced today by Assistant Treasurer Daniel Mulino, calling it a ‘betrayal’ of hundreds of thousands of Australians who, unprotected, will fall victim to financial crime in the coming months. “This delay will cause unacceptable harm, with the latest data
- [Energy cost relief: Embedded networks reforms welcomed & raise the Utility Relief Grant Scheme to $4000](https://consumeraction.org.au/energy-cost-relief-embedded-networks-reforms-welcomed-raise-the-utility-relief-grant-scheme-to-4000/) - Consumer Action Law Centre CEO Stephanie Tonkin has welcomed the Victorian Government’s announcement of changes to the law to ensure that consumers in embedded networks will be able to access more affordable energy in the future. “This is a positive step and should prevent some financial hardship we observe on our frontlines. Our financial counsellors
- [Upcoming State Election will be won on cost-of-living and fairer essential services for all says Consumer Action ](https://consumeraction.org.au/upcoming-state-election-will-be-won-on-cost-of-living-and-fairer-essential-services-for-all-says-consumer-action/) - A strong plan built on fairness for Victorians to weather day-to-day cost-of-living pressures will decide the upcoming Victorian State Election, says Consumer Action Law Centre CEO, Stephanie Tonkin. “Cost‑of‑living pressures are hitting Victorian households so hard, and every day we hear from people struggling with debt as the price of housing, food, energy and other
- [Strengthening Protections for Energy Consumers in Victoria](https://consumeraction.org.au/strengthening-protections-for-energy-consumers-in-victoria/) - We welcome the opportunity to provide our submission with support from Westjustice and Mob Strong Debt Help, to the Essential Services Commission (ESC) in response to their consultation on Stage 2 of the Energy Retail Code of Practice (ERCoP). Consumer Action Law Centre (Consumer Action) strongly supports the proposed reforms outlined by the ESC in
- [Rogue lender Cigno and Directors fined $7 million at Federal Court](https://consumeraction.org.au/rogue-lender-cigno-and-directors-fined-7-million-at-federal-court/) - Consumer advocates have welcomed the decision by the Federal Court to fine Cigno Australia and its director Mark Swanepoel, and BSF Solutions and its director Brenton Harrison a combined penalty of $7 million for engaging in credit activity without a licence and charging prohibited fees. "Congratulations to the Australian Securities and Investment Commission (ASIC) for taking
- [Improving life support processes: Draft determination](https://consumeraction.org.au/improving-life-support-processes-draft-determination/) - This is a joint submission with the Justice and Equity Centre (JEC), Combined Pensioners & Superannuants Association (CPSA), Council on the Ageing (COTA), Ethnic Communities Council NSW (ECC) and the South Australian Council of Social Service (SACOSS) welcome the opportunity to respond to the Australian Energy Market Commission’s (AEMC) National Energy Retail Amendment (Improving life
- [Victorian Default Offer 2026-27 draft decision](https://consumeraction.org.au/victorian-default-offer-2026-27-draft-decision/) - The Victorian Council of Social Service (VCOSS) leads this joint submission with Consumer Action Law Centre, community services sector organisations, and energy consumer advocates who welcome the draft decision by the Essential Services Commission (ESC) to reduce the cost of the Victorian Default Offer (VDO) for electricity by three per cent on average across the
- [Wrong direction: Australians robbed of $2.2 billion in 2025 by scam-crime](https://consumeraction.org.au/wrong-direction-australians-robbed-of-2-2-billion-in-2025-the-status-quo-on-scams-is-totally-unacceptable-say-consumer-advocates/) - More than $10 billion has been stolen in scams from Australians since 2020 -a deeply troubling statistic as victims continue to carry 95% of the losses, and 30% or more of victims don’t report their losses. “Despite laws passing over a year ago, and pages of initiatives and awareness raising outlined in the Targeting Scams report, scams losses haven’t plateaued – they’re headed in the wrong direction," Ms Tonkin said. "This report is the clearest signal to Government that far greater industry
- [Consumer Action welcomes ASIC review into ‘lead generators’ – a focus of our designated complaint](https://consumeraction.org.au/consumer-action-welcomes-asic-review-into-lead-generators-a-focus-of-our-designated-complaint/) - Consumer Action Law Centre CEO Stephanie Tonkin has warmly welcomed moves by the Australian Securities and Investment Commission (ASIC) to review and investigate financial advice licensees using lead generation services – the process of identifying someone as a potential sales target, often without the consumer’s knowledge. “We hear about lead gen businesses lurking on the
- [ACMA finally rejects self-regulatory telco Code, moves to direct regulation](https://consumeraction.org.au/acma-finally-rejects-self-regulatory-telco-code-moves-to-direct-regulation/) - The Fair Call Coalition has strongly welcomed the Australian Communications and Media Authority (ACMA's) decision to reject the draft Telecommunications Consumer Protections (TCP) Code. For too long, consumers have been exposed to irresponsible ’sales practices’ as stipulated in the Telco Act 1997, inadequate credit assessments, unfair disconnections and misleading coverage information. Today’s decision acknowledges that
- [Unfair Trading Practices – Exposure Draft and Explanatory Memorandum](https://consumeraction.org.au/unfair-trading-practices-exposure-draft-and-explanatory-memorandum/) - We are providing this supplementary submission to Treasury, to highlight the need to explicitly consider manipulative lead generation practices in the Exposure Draft legislation and Explanatory Memorandum to ensure its status as an unfair trading practice is clear. To ensure the Unfair Trading Practices prohibition functions as intended and genuinely protects consumers from unfair conduct,
- [ACMA Compliance and Enforcement Priorities 2026–27](https://consumeraction.org.au/acma-compliance-and-enforcement-priorities-2026-27/) - This submission provides Australian Communications Consumer Action Network (ACCAN) feedback to the Australian Communications and Media Authority’s (ACMA) consultation on its compliance and enforcement priorities for 2026-27. ACCAN is the peak national consumer organisation advocating trusted, accessible, inclusive, affordable and available communications and digital services. This submission is endorsed by the Consumer Action Law Centre
- [Response to the ASIC’s Regulatory Simplification Paper REP 813](https://consumeraction.org.au/response-to-the-asics-regulatory-simplification-paper-rep-813/) - Consumer Action has welcomed the opportunity to take part in the Australian Securities and Investment Commission's (ASIC) simplification work via the Simplification Consultative Group. In that forum we have provided feedback and reflections on the importance of preserving consumer protections that have been introduced in response to widespread misconduct, such as that raised in the
- [Energy price drop heralded by lower Victorian Default Offer is good news says Consumer Action](https://consumeraction.org.au/energy-price-drop-heralded-by-lower-victorian-default-offer-is-good-news-says-consumer-action/) - Consumer Action Law Centre CEO Stephanie Tonkin has welcomed the Essential Services Commission (ESC) announcement of a reduction in the Victorian Default Offer (VDO), the base energy price for eligible consumers. “As the cost-of-living crisis continues, and energy prices rise, this is good news especially for the many Victorian families that are doing it tough,”
- [Getting to Fair: Advancing Equity strategy consultation](https://consumeraction.org.au/getting-to-fair-advancing-equity-strategy-consultation/) - Consumer Action welcomes the opportunity to provide our submission to the Getting to Fair: Advancing Equity draft strategy consultation by the Essential Services Commission (ESC). We provide our submission with the support and endorsement of our sector colleagues Financial Counselling Victoria (FCVic), Mortgage Stress Victoria, Westjustice, South East Community Links (SECL), and Community Information and
- [Insurance: Code Governance Committee Monitoring & Compliance Priorities 2026-27](https://consumeraction.org.au/insurance-code-governance-committee-monitoring-compliance-priorities-2026-27/) - This is a joint submission from the Financial Rights Legal Centre (Financial Rights), Consumer Action Law Centre (Consumer Action) and Financial Counsellors’ Association of Western Australia (FCAWA). We generally support the Code Government Committee (CGC) continuing to prioritise work on: • Complaints handling • Identification and treatment of vulnerable consumers • Financial hardship • Temporary
- [Banking Code Compliance Committee priorities 2026-27](https://consumeraction.org.au/banking-code-compliance-committee-priorities-2026-27/) - This submission is provided on behalf of Consumer Action Law Centre, Financial Rights Legal Centre, Mob Strong Debt Help and Mortgage Stress Victoria. We strongly support the Banking Code Compliance Committee (BCCC) continuing to focus on how banks are meeting their Code obligations around management of financial difficulty requests. We call for better and more consistent
- [Consumer groups call on Government to block scammers this Valentine’s Day](https://consumeraction.org.au/consumer-groups-call-on-government-to-block-scammers-this-valentines-day/) - New protections needed to cover key businesses enabling romance scammers. A coalition of consumer advocacy groups, financial counselling organisations and community legal centres, including CHOICE, Financial Counselling Australia, Consumer Action Law Centre (CALC), Australian Communications Consumer Action Network (ACCAN), Financial Rights Legal Centre (FRLC), Mob Strong Debt Help, Consumer Policy Research Centre (CPRC), Consumer Credit
- [Consultation: Approach to general insurance claims handling](https://consumeraction.org.au/consultation-approach-to-general-insurance-claims-handling/) - Consumer Action Law Centre was delighted to have the opportunity to provide feedback on the Australian Financial Complaint Authority's (AFCA) new approach to General Insurance Claims Handling (the Approach). We strongly support the development of the Approach. We frequently assist clients who have had their claims mishandled by insurers, regardless of the level of factual
- [Consumer groups welcome consultation on reforms to stop unfair trading and strengthen consumer guarantees](https://consumeraction.org.au/consumer-groups-welcome-consultation-on-reforms-to-stop-unfair-trading-and-strengthen-consumer-guarantees/) - Consumer groups have welcomed the release of Exposure Draft Legislation on Unfair Trading Practices, including two specific prohibitions targeting subscription traps and drip pricing. Consumer Action Law Centre CEO, Stephanie Tonkin said she was delighted Assistant Minister Andrew Leigh is moving forward with these vital reforms which have the potential to “…transform the consumer experience
- [Information Request: Deferred Sales Model Class Exemptions](https://consumeraction.org.au/information-request-deferred-sales-model-class-exemptions/) - The Financial Rights Legal Centre (Financial Rights) and Consumer Action Law Centre (Consumer Action) long held position has been that there should be few if any exemptions at all to the Deferred Sales Model (DSM). Implementing an industry wide DSM for add-on insurance was one of the key recommendations Commissioner Hayne made for the insurance
- [‘Ongoing and significant harms’: New data shows millions still lost to scams in late 2025](https://consumeraction.org.au/ongoing-and-significant-harms-new-data-shows-millions-still-lost-to-scams-in-late-2025/) - Fresh data from Consumer Action Law Centre’s frontline services in the final quarter of 2025 confirms what Scamwatch reported throughout the year: Australians are still losing millions to scammers, with devastating and long-lasting consequences. In the final three months of 2025, callers to Consumer Action’s frontline services reported $7.1 million lost, with 78% of victims
- [Scam prevention laws must plug the gaps and guarantee fair compensation say consumer advocates](https://consumeraction.org.au/scam-prevention-laws-must-plug-the-gaps-and-guarantee-fair-compensation-say-consumer-advocates/) - Joint submission warns current design leaves major scam channels uncovered, delays real protections, and will fail victims without a workable dispute resolution pathway Australia’s leading consumer advocacy organisations have lodged a joint submission on the Government’s Scam Prevention Framework (SPF) draft law package and position paper, welcoming the step forward but warning the proposal—without major
- [Joint Consumer Submission – Scams Prevention Framework draft law package and position paper](https://consumeraction.org.au/joint-consumer-submission-scams-prevention-framework-draft-law-package-and-position-paper/) - This is a joint submission made on behalf of: • Consumer Action Law Centre • CHOICE • Financial Rights Legal Centre • Financial Counselling Australia • Westjustice • Consumer Credit Legal Service WA • Financial Counsellors’ Association of WA • Consumer Policy Research Centre • Victorian Aboriginal Legal Service • David Niven, Scams Solicitor We
- [People are losing their homes over a $10,000 debt: this must stop](https://consumeraction.org.au/people-are-losing-their-homes-over-a-10000-debt-this-must-stop/) - This opinion piece by Claude Von Arx, Senior Financial Counsellor, Consumer Action Law Centre, and Chair, Financial Counselling Victoria was first published in The Age on 19 December 2025. Imagine losing your home or business because of a debt that could have been negotiated, or because the rules meant to protect you are stuck in
- [Joint Consumer Submission to the Life Code Independent Review](https://consumeraction.org.au/joint-consumer-submission-to-the-life-code-independent-review/) - Consumer Action is a signatory to the Joint Consumer Submission to the Life Code Independent Review. This submission builds a case that the current Life Code – and the ‘promises’ life insurers make to its consumers within - has fallen behind community expectations and is in fact actively contributing to the problems they face whether
- [At Christmas, no one should have to pawn their life away](https://consumeraction.org.au/at-christmas-no-one-should-have-to-pawn-their-life-away/) - An edited version of this opinion piece appeared in the Herald Sun today. By Stephanie Tonkin Christmas is meant to be a time of generosity and hope. Yet for too many Australians, it’s a season of quiet desperation — a time when people are forced to pawn their most personal belongings simply to get by.
- [Consumer Action wins landmark Federal Court case against pawnbroker Taylors Business](https://consumeraction.org.au/consumer-action-wins-landmark-federal-court-case-against-pawnbroker-taylors-business/) - Consumer Action Law Centre (Consumer Action) has secured a comprehensive victory in the Federal Court of Australia against Taylors Business Pty Ltd (Taylors), in a judgment handed down yesterday that is expected to have major national implications for Australia’s broken pawnbroking industry. Consumer Action brought the case on behalf of a group of Victorians who pawned goods
- [Consumer advocates welcome report on the national scourge of lemon cars](https://consumeraction.org.au/consumer-advocates-welcome-report-on-the-national-scourge-of-lemon-cars/) - Advocates across Australia are welcoming a new report today from the Australian Competition and Consumer Commission (ACCC) which points a lens at one of the nation’s most pervasive and troubling consumer issues – the sale of faulty second-hand cars. The report Consumer issues in the sale of second-hand cars details the vast scale of the
- [Joint Submission: Banking Code Compliance Committee - Basic Bank Accounts](https://consumeraction.org.au/joint-submission-draft-guidance-basic-bank-accounts/) - This joint submission is provided on behalf of Consumer Action Law Centre, Mob Strong Debt Help, Financial Rights Legal Centre, ICAN, Mortgage Stress Victoria and Financial Counselling Australia. Basic bank accounts (BBA's) are critically important for low- and no-income customers, ensuring access to fair and affordable everyday banking products, which are essential to financial inclusion
- [Our impact in 2024-25: Fighting injustice and working for a fairer marketplace](https://consumeraction.org.au/our-impact-in-2024-25-fighting-injustice-and-working-for-a-fairer-marketplace/) - We are delighted to present our Impact Report 2024-25 which highlights Consumer Action Law centre’s work over the past year working with consumers, community workers, national advocates and cross-sector stakeholders. Overall, cost-of-living issues continued to take centre-stage with mortgage stress, credit card and tax debt among the top five presenting issues from callers to our financial counsellors
- [Consumer Action calls for strong -world beating- Scams Prevention Framework as draft codes land](https://consumeraction.org.au/consumer-action-calls-for-strong-world-beating-scams-prevention-framework-as-draft-codes-land/) - Consumer Action Law Centre has welcomed the latest consultation on the Federal Government’s Scams Prevention Framework (SPF), announced Friday by Assistant Treasurer Dr Daniel Mulino MP, saying Australians have waited far too long for action. CEO Stephanie Tonkin said the release is “better late than never,” but stressed that delay has left countless Australians exposed to
- [Landmark reforms to stop unfair trading and strengthen consumer guarantees](https://consumeraction.org.au/landmark-reforms-to-stop-unfair-trading-and-strengthen-consumer-guarantee/) - Consumer groups have welcomed the decision by Consumer Affairs Ministers to progress major reforms that will make unfair business practices illegal and introduce enforceable consumer guarantees, the most significant strengthening of the Australian Consumer Law (ACL) since it was established in 2011. Consumer Policy Research Centre (CPRC) CEO Erin Turner said the reforms will deliver
- [OPINION: Meta gorges on scam victim profits](https://consumeraction.org.au/opinion-meta-gorges-on-scam-victim-profits/) - A version of this opinion piece appeared in the Sunday Herald Sun 23 November, 2025 I’ve talked a lot about banks’ central role in Australia’s scams crisis. However, the main beneficiaries of the excruciating delay in implementing the Scam Prevention Framework appear to be digital platforms like Meta and Google. They’ve been handed a multi-year
- [A surge in scams while our ‘world leading’ Scam Prevention Framework missing in action](https://consumeraction.org.au/a-surge-in-scams-while-our-world-leading-scam-prevention-framework-missing-in-action/) - New scam data released today from the Australian Competition and Consumer Commission (ACCC) reveals that Australians lost nearly $260 million in scams in the first nine months of 2025, a 16% increase in losses while the number of reports received by the Government’s Scamwatch service 159,319, was down 20% compared to the same period in
- [“Disappointing”: Our response to ESC decision on Greater Western Water](https://consumeraction.org.au/disappointing-our-response-to-esc-decision-on-greater-western-water/) - Consumer Action Law Centre acknowledges the Essential Services Commission’s (ESC) decision today to accept an enforceable undertaking from Greater Western Water (GWW) and the significant $130 million customer remediation package GWW will be required to provide. This is a substantial outcome for affected households, and we welcome the debt waivers and credits that will be
- [Consumer Action welcomes preliminary findings from ASIC’s review of motor car finance](https://consumeraction.org.au/consumer-action-welcomes-preliminary-findings-from-asics-review-of-motor-car-finance/) - Consumer Action Law Centre has welcomed the Australian Securities and Investment Commission’s (ASIC) release today of initial findings from their review into motor vehicle financing, noting that the review was prompted by an increase in complaints to the regulator about motor vehicle finance. Consumer Action has a long history of assisting people sold ‘lemon’ or
- [OPINION: BAN crypto ATMs and end robbery in plain sight](https://consumeraction.org.au/opinion-ban-crypto-atms-end-robbery-in-plain-sight/) - Stephanie Tonkin, CEO Consumer Action Law Centre An edited version published in the Sunday Herald Sun 9 Nov 2025 You may have seen a crypto ATM sitting in your local post office, fuel station or grocery store. When you begin to notice these note guzzling machines - you see them everywhere and with 1782 country-wide,
- [Fair Call Coalition: 'Deficient’ industry code must be replaced with proper protections](https://consumeraction.org.au/fair-call-coalition-deficient-industry-code-must-be-replaced-with-proper-protections/) - The members of the Fair Call Coalition, an alliance of 23 consumer organisations, is calling on the Minister for Communications, Anika Wells, to exercise her powers and direct the Australian Communications and Media Authority (ACMA) to establish industry standards addressing critical consumer protections, following the ACMA’s rejection of the Telecommunications Consumer Protections (TCP) Code. The
- [Consumer Action Law Centre –Our Friends of Treaty Pledge](https://consumeraction.org.au/consumer-action-law-centre-our-friends-of-treaty-pledge/) - Our pledge We, the Consumer Action Law Centre, are proud to acknowledge the Wurundjeri people, Traditional Owners of the lands where we do our work to make a just marketplace, empower consumers and make life easier for people experiencing vulnerability and disadvantage. We pay our respects to their Elders past and present and remember that
- [Proposed billing exception approval for Greater Western Water](https://consumeraction.org.au/proposed-billing-exception-approval-for-greater-western-water/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback on the Essential Services Commission’s (ESC) proposed billing exception for Greater Western Water (GWW). We strongly oppose approval of the proposed exception, as we believe it is not in the interest of Victorian consumers, either in the short or long-term. While we acknowledge
- [Crypto ATMS are a clear vector for scams: Ban them now says Consumer Action](https://consumeraction.org.au/crypto-atms-are-a-clear-vector-for-scams-ban-them-now-says-consumer-action/) - Crypto ATMs are a clear vector for scam activity focusing on older victims*, charging eye-boggling fees and causing massive harms – “the Albanese Government should do the right thing and ban them now” says Consumer Action Law Centre CEO, Stephanie Tonkin. AUSTRAC reports Australia’s crypto ATMs handle 150,000 transactions moving close to $275 million a
- [OPINION: The lessons of the Banking Royal Commission must not be forgotten](https://consumeraction.org.au/opinion-the-lessons-of-the-banking-royal-commission-must-not-be-forgotten/) - Published in the Herald Sun, 16 September, 2025. Opinion by Stephanie Tonkin, CEP Consumer Action Law Centre The Banking Royal Commission was a watershed moment for Australians. It shattered public trust in some of our biggest and best-known institutions and exposed systemic failures that harmed countless customers. In the years since, banks have made real
- [Response to Productivity Commission Interim Report: Creating a more dynamic and resilient economy](https://consumeraction.org.au/response-to-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 about how we build a more productive economy that benefits all Australians. Effective regulation is a cornerstone of a well-functioning and dynamic economy. It not only protects
- [Better protections for life support customers in Victoria review](https://consumeraction.org.au/better-protections-for-life-support-customers-in-victoria-review/) - We welcome the opportunity to provide the Essential Services Commission (ESC) our submission in partnership with Westjustice. Life support customers are some of the most vulnerable people in Australia, especially during power outage events. We agree that failure to accurately maintain life support registers can result in challenges to provide emergency response services during unplanned
- [Energy Consumer Reforms ‘Transformational’ say Consumer Advocates](https://consumeraction.org.au/energy-consumer-reforms-transformational-say-consumer-advocates/) - Major reforms in the consumer energy market announced today by the Essential Services Commission (ESC) will have a positive and transformational impact for thousands of Victorians say consumer advocates. The suite of reforms announced by the ESC are part of the Energy Retail Code of Practice review and will provide significant relief to Victorians experiencing
- [The attack on Camp Sovereignty was an attack on all Victorians](https://consumeraction.org.au/the-attack-on-camp-sovereignty-was-an-attack-on-all-victorians/) - Consumer Action stands in solidarity with Camp Sovereignty and Aboriginal and Torres Strait Islander communities impacted by the egregious and racist attacks on Camp Sovereignty on 31 August. Consumer Action Law Centre CEO has condemned the attack: “We watched in horror as a group of thugs desecrated Camp Sovereignty, a sacred place of memory and
- [Treaty welcomed as Victoria takes huge step towards meaningful reconciliation](https://consumeraction.org.au/treaty-welcomed-as-victoria-takes-huge-step-towards-meaningful-reconciliation/) - Consumer Action Law Centre has welcomed the tabling of the Treaty Bill in the Victorian Parliament yesterday. “Consumer Action celebrates this historic milestone with our First Nations colleagues, and we congratulate the Allan Government for taking this huge step towards meaningful reconciliation,” said CEO Stephanie Tonkin. Treaty within the state of Victoria will ensure First
- [Court Finds Money3 Breached Responsible Lending Laws: Consumer Advocates Welcome Outcome](https://consumeraction.org.au/court-finds-money3-breached-responsible-lending-laws-consumer-advocates-welcome-outcome/) - In a decision handed down on Friday, the Federal Courthas found that car lender Money3 breached responsible lending laws. The case, brought by the Australian Securities and Investments Commission (ASIC), revealed failures by Money3 to comply with its obligations under the National Consumer Credit Protection Act in relation to 6 people who had taken out loans
- [Draft Determination AA1000683 – Application by the Australian Banking Association](https://consumeraction.org.au/draft-determination-aa1000683-application-by-the-australian-banking-association/) - This is a joint submission from Consumer Action Law Centre, Mob Strong Debt Help, Financial Rights Legal Centre, and Financial Counselling Australia. Basic bank accounts (BBAs) are incredibly valuable products for low and no income customers. They support financial wellbeing and autonomy and prevent small account balances from being persistently eroded by fees and charges.
- [Centrepay will no longer be a vehicle for financial abuse](https://consumeraction.org.au/centrepay-will-no-longer-be-a-vehicle-for-financial-abuse/) - Consumer advocates welcome reforms to Government payment service The Financial Rights Legal Centre, Mob Strong Debt Help, Consumer Action Law Centre, CHOICE, Anglicare NT and Economic Justice Australia welcome the finalised reforms to Centrepay announced by Minister Katy Gallagher this morning. These reforms include important consumer protections that consumer advocates across the country have been
- [Banks should be responsible for shifting people onto better accounts, say consumer groups](https://consumeraction.org.au/banks-should-be-responsible-for-shifting-people-onto-better-accounts-say-consumer-groups/) - Consumer groups are urging the Australian Competition and Consumer Commission (ACCC) to put the onus on banks to shift people into basic bank accounts as part of the ACCC’s authorisation of the Australian Bank Association’s (ABA) work on basic banking. The ACCC undertook another brief round of consultation on the ABA’s request following ASIC’s Better
- [Scam Awareness Week kicks-off: taking care is important alongside business disruption efforts](https://consumeraction.org.au/scam-awareness-week-kicks-off-taking-care-is-important-alongside-business-disruption-efforts/) - Consumer Action Law Centre CEO Stephanie Tonkin is calling for immediate action from the Federal Government as new scam data reveals a surge in everyday Australians being robbed. Her call comes as the National Anti-Scam Centre launches Scam Awareness Week, calling for people to ‘Stop. Check. Protect’ before clicking, sharing or paying online. Ms Tonkin said
- [Consumer advocates welcome banks’ commitment to refund $93 million, but gaps in support remain](https://consumeraction.org.au/consumer-advocates-welcome-banks-commitment-to-refund-93-million-but-gaps-in-support-remain/) - Consumer advocates have welcomed a commitment from Australian banks to refund more than $93 million to low-income customers after charging excessive fees, but significant gaps in support remain, with one of the big four falling short. ASIC’s second bank-fee report, released today, details banks’ responses to excessive fees charged on transaction accounts - potentially impacting
- [OPINION: The evil reach of the ‘recovery’ scam as victims robbed again](https://consumeraction.org.au/opinion-the-evil-reach-of-the-recovery-scam-as-victims-robbed-again/) - First published in the Herald Sun, Sunday27 July 2025 The scams crisis is still raging, and some statistical indicators reveal this problem, which costs Australians billions of dollars every year, is getting worse. Yet we are probably more than a year away from the Albanese Government’s much lauded Scam Prevention Framework - which targets banks
- [Rogue lender Cigno and its Directors lose appeal to the Full Federal Court](https://consumeraction.org.au/rogue-lender-cigno-and-its-directors-lose-appeal-to-the-full-federal-court/) - Cigno Australia Pty Ltd and its directors’ appeal to the Full Federal Court has been dismissed today and costs awarded to the Australian Securities and Investment Commission (ASIC). Consumer Action Law Centre CEO Stephanie Tonkin said the decision was significant because the original trial judge had found not only Cigno Australia, but also its Australian directors, Mark Swanepoel
- [Second AUSTRAC Consultation on new AML/CTF Rules](https://consumeraction.org.au/second-austrac-consultation-on-new-aml-ctf-rules/) - This is a joint submission made on behalf of: • Consumer Action Law Centre • Indigenous Consumer Assistance Network • Super Consumers Australia • Financial Counselling Australia • Mob Strong Debt Help. Our organisations welcome the opportunity to provide feedback on the proposed changes to the AUSTRAC AntiMoney Laundering / Counter-Terrorism Financing (AML/CTF) Rules (the
- [Energy Consumer Reforms Regulatory Impact Statement](https://consumeraction.org.au/50027-2/) - Consumer Action Law Centre strongly supports the proposed reforms outlined by the Essential Services Commission (ESC) in the Regulatory Impact Statement (RIS). We consider that these reforms will provide significant relief to Victorian consumers experiencing payment difficulty, vulnerability and/or barriers to engaging with the complex energy market, both by addressing unfair prices for consumers stuck
- [OPINION: Will our ‘super complaint’ stop the scourge of door-knock selling?](https://consumeraction.org.au/opinion-will-our-super-complaint-stop-the-scourge-of-door-knock-selling/) - First published in the Herald-Sun, 29 June 2025 By Stephanie Tonkin CEO Consumer Action Law Centre On 17 June, the nation’s economy-wide regulator, the Australian Competition and Consumer Commission (ACCC), gave its answer to the country’s very first ‘super complaint’ submitted by Consumer Action under new powers brought in by the Albanese Government. In our
- [Proposed AFCA Rules changes to expand jurisdiction over receiving banks in scams](https://consumeraction.org.au/proposed-afca-rules-changes-to-expand-jurisdiction-over-receiving-banks-in-scams/) - We welcomed this year’s Federal Government announcement and Authorisation to expand AFCA’s jurisdiction to enable AFCA to consider complaints against banks for scam matters where an AFCA complainant does not have a customer relationship with the bank, including receiving banks. We hope the proposed changes to the AFCA Rules (Rules) will significantly expand AFCA’s capabilities
- [Minimum disconnection amount draft decision](https://consumeraction.org.au/minimum-disconnection-amount-draft-decision/) - In this submission, we discuss the significance of energy affordability in determining a disconnection amount, the risks with setting a threshold to disconnect a person or household from an essential service, and the resulting harms this approach may cause. We provide some insights into how a disconnection threshold relates to the principle of essentiality, and
- [ACCC’s decision on first super complaint ‘shows the system works’ says Consumer Action](https://consumeraction.org.au/acccs-decision-on-first-super-complaint-shows-the-system-works-says-consumer-action/) - Consumer Action Law Centre CEO, Stephanie Tonkin says she is thrilled by the decision of the Australian Competition and Consumer Commission to launch a detailed review into the national impact and harms of unsolicited selling, consultation which opens today. “This decision by our national, economy-wide regulator shows the dynamic power of the ‘designated complaint’ super-complaint
- [Stop the harms! Regulate wage advance products now say consumer advocates](https://consumeraction.org.au/stop-the-harms-regulate-wage-advance-products-now-say-consumer-advocates/) - Consumer advocates from across Australia are calling on the Albanese Government to urgently regulate the proliferation of ‘wage advance’ products that are making the cost-of-living crisis worse for thousands of people and sending them into dangerous debt spirals. The call comes as Buy Now Pay Later (BNPL) products are finally being regulated from 10 June
- [Better Energy Customer Experiences consultation](https://consumeraction.org.au/better-energy-customer-experiences-consultation/) - Consumer Action Law Centre (Consumer Action) supports the prioritisation of a strong energy consumer protection framework for Australian energy customers, particularly as we transition to renewable energy. As the transition continues to expand, we consider it vital that consumer protections are updated to account for new technologies, and to respond to the changing nature of
- [Insurers once again shown to be failing customers, not meeting expectations](https://consumeraction.org.au/insurers-once-again-shown-to-be-failing-customers-not-meeting-expectations/) - Consumer groups including Financial Rights Legal Centre, Financial Counselling Australia and Consumer Action Law Centre, have backed calls from the insurance regulator the Australian Securities and Investment Commission, to improve insurance claims handling processes now. This follows a release of a review of insurer’s actions since 2023 in addressing areas of improvement identified in its Report
- [Insurance code enforceability welcomed but delays and watering down protections a concern](https://consumeraction.org.au/insurance-code-enforceability-welcomed-but-delays-and-watering-down-protections-a-concern/) - Consumer groups including the Financial Rights Legal Centre, Financial Counselling Australia and the Consumer Action Law Centre, have welcomed the Insurance Council’s announcement that they will include its code of practice into the contracts they have with customers but seek assurances protections will not be watered down in the process. Quote from Rose Bruce-Smith, Senior
- [Victorian Default Offer welcomed but more ways needed to reduce high energy costs ](https://consumeraction.org.au/victorian-default-offer-welcomed-but-more-ways-needed-to-reduce-high-energy-costs/) - Consumer Action Law Centre has welcomed today’s decision from the Essential Services Commission’s (ESC) on the Victorian Default Offer (VDO) for 2025-26 and has reiterated its call on the State Government, the Commission and energy retailers to do more to help Victorians who are struggling with growing energy costs and burgeoning debt. “While we appreciate
- [Put consumers before commissions: advocates call for sales and credit reform](https://consumeraction.org.au/put-consumers-before-commissions-advocates-call-for-sales-and-credit-reform/) - Fair Call Coalition: Too many Australians are being pressured into phone and internet deals that don’t meet their needs. The industry-drafted rules that are in place to protect consumers from harmful sales practices simply aren’t working, and must be replaced with direct regulation, says the Fair Call Coalition – 23 peak consumer bodies with an
- [Cost-of-living measures in State Budget will make a positive difference](https://consumeraction.org.au/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 people that call the organisation’s front lines for help. “Cost-of-living relief was the Government's headline for this budget, and I am pleased there are some
- [Essential Services Commission draft decision will help thousands in energy hardship](https://consumeraction.org.au/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 increasing number of Victorians struggling with energy costs and growing debt. “Today’s draft decision proposes significant improvements to protections for Victorian energy consumers,” said Consumer
- [‘Advance long-awaited reforms’ Consumer Action congratulates new Assistant Treasurer](https://consumeraction.org.au/advance-long-awaited-reforms-consumer-action-congratulates-new-assistant-treasurer/) - Consumer Action Law Centre CEO Stephanie Tonkin has congratulated Dr Daniel Mulino on his appointment to the positions of Assistant Treasurer and Financial Services Minister in the new Albanese Government, and said she was looking forward to working with him as this is the moment for the new Minister to govern with an ‘intensely consumer-focused’
- [VIDEO: What 'consumer-centric' policies should the next Government pursue?](https://consumeraction.org.au/video-what-consumer-centric-policies-should-the-next-government-pursue/) - Consumer Action Law Centre has revealed a list of its top consumer-centric priorities to make life fairer and better for all Australians, ahead of the upcoming federal Election. “This Federal Election is all about the cost-of-living, and no matter who steps into government it’s vital that they prioritise relieving the harsh financial burdens now being
- [VIDEO: First ever 'designated complaint' targets the scourge of 'door-knock' unsolicited selling](https://consumeraction.org.au/video-first-ever-designated-complaint-targets-the-scourge-of-door-knock-unsolicited-selling/) - Consumer Action Law Centre is calling for a nationwide ban on unsolicited selling in the first ever designated ‘super’ complaint presented to the Australian Competition and Consumer Commission (ACCC). A designated complaint is a new power that allows complainants to raise an issue with the ACCC, which the ACCC is required to consider and come
- [Energy is essential to our daily lives, and a core cost for people contacting the National Debt Helpline](https://consumeraction.org.au/energy-is-essential-to-our-daily-lives-and-a-core-cost-for-people-contacting-the-national-debt-helpline/) - Energy is essential to our daily lives, and a core cost for people contacting the National Debt Helpline (NDH). Energy is one of the core expenses in the household budget, and is essential to a liveable home and dignified life. Average energy prices have nearly tripled over the last 20 years alongside food and housing
- [When energy is unaffordable what can people do to keep this essential service?](https://consumeraction.org.au/when-energy-is-unaffordable-what-can-people-do-to-keep-this-essential-service/) - "I speak to people who hold a lot of shame around these kind of debts... but this is an essential service, and it is important for a person's dignity... to have access to electricity, gas and water. "It's the utility provider's duty to make sure people are on sustainable payment plans and accessing the support
- [A historic opportunity to enact a stronger consumer-focused agenda say advocates](https://consumeraction.org.au/a-historic-opportunity-to-enact-a-stronger-consumer-focused-agenda-say-advocates/) - Consumer advocates have congratulated the Albanese Government on its emphatic re-election victory and called for it to seize the moment to govern with an even stronger consumer-focused agenda in its second term. “The election was fought over cost-of-living issues and Australians have given the Albanese Government a clear mandate to pass long awaited consumer reforms
- [Introduction of a mandatory SMS Sender ID Register](https://consumeraction.org.au/introduction-of-a-mandatory-sms-sender-id-register/) - This submission is made by Australian Consumers Communications Action Network (ACCAN) with support from Consumer Action. The introduction of a mandatory SMS Sender ID Register (the register) in Australia presents a critical opportunity for the law to disrupt scam business models and ensure Australian consumers are protected from harm. We support the Government’s objectives for
- [Joint Submission: Centrepay Reform - Consultation](https://consumeraction.org.au/joint-submission-centrepay-reform-consultation/) - This is a joint submission led by Financial Rights Legal Centre, supported by Consumer Action Law Centre and: • Australian Communications Consumer Action Network • AnglicareNT • Brotherhood of St Laurence • Care • CatholicCareNT • CHOICE • Consumer Credit Legal Service WA • Economic Justice Australia • Financial Counselling Australia • Financial Counselling Victoria
- [Draft Determination – Application by the Australian Banking Association](https://consumeraction.org.au/draft-determination-application-by-the-australian-banking-association/) - We provide the following comment on Draft Determination AA1000683 in response to the Australian Banking Association’s (ABA) application to continue offering Basic Bank Accounts (BBAs) and certain conduct related to agricultural loans. We refer to our previous submission of 27 November 2024 and reaffirm our comments on the importance of both the authorised conduct and
- [OPINION:  Why unsolicited selling should be banned  ](https://consumeraction.org.au/opinion-why-unsolicited-selling-should-be-banned/) - An edited version was first published in the Herald Sun on Sunday, 14 April 2025 Christine clicked on a Facebook site promising a solar deal with government rebates she could not refuse. Then a salesperson arrived at her Gippsland door, and sold her solar panels she neither wanted, nor could afford. “I was like a
- [First ‘designated complaint’ targets the nationwide scourge of door-knock unsolicited selling](https://consumeraction.org.au/first-designated-complaint-targets-the-nationwide-scourge-of-door-knock-unsolicited-selling/) - Consumer Action Law Centre is calling for a nationwide ban on unsolicited selling in the first ever designated ‘super’ complaint presented to the Australian Competition and Consumer Commission (ACCC). A designated complaint is a new power that allows complainants to raise an issue with the ACCC, which the ACCC is required to consider and come
- [ACMA Compliance Priorities 2025-26](https://consumeraction.org.au/acma-compliance-priorities-2025-26/) - Overall, we support the Australian Communications and Media Authority (ACMA’s) current compliance and enforcement priorities and recommend they are extended into 2025-26 as there is more work to be done in these priority areas. This support extends to both the 2024-25 priority compliance areas, and the enduring compliance areas. In relation to the questions for
- [Proposed updates to RG209 with respect to the treatment of HECS debt in responsible lending](https://consumeraction.org.au/proposed-updates-to-rg209-with-respect-to-the-treatment-of-hecs-debt-in-responsible-lending/) - Consumer Action Law Centre’s perspective is that the changes suggested appear commonsense, particularly because they describe a closer assessment of a person’s income and expenditure in providing consumer credit. On this basis, we do not oppose the amendment, but further clarification could be added to the guidance. We anticipate that this clarification will lead to
- [Code Governance Committee monitoring priorities for 2025-26](https://consumeraction.org.au/code-governance-committee-monitoring-priorities-for-2025-26/) - Insurance files form a large part of our legal casework and frequently involve clients in personal or financial crisis. While many claims may appear straightforward to an insurer, no claim is simple to the person making it. The Committee’s work has been invaluable in driving better outcomes for consumers. Many of the responses to last
- [Compensation Scheme of Last Resort post-impementation review](https://consumeraction.org.au/compensation-scheme-of-last-resort-post-impementation-review/) - Consumer Action Law Centre strongly supports the joint submission by CHOICE and other consumer organisations. We provide this supplementary submission in response to the Compensation Scheme of Last Resort (CSLR) to underline to importance of the scheme, and to add an additional broad perspective on its value. Read to submission (PDF).
- [‘Cost-of-living’ at the centre of Election 2025: Our consumer-centric priorities revealed     ](https://consumeraction.org.au/cost-of-living-at-the-centre-of-election-2025-our-consumer-centric-priorities-revealed/) - Consumer Action Law Centre has revealed a list of its top consumer-centric priorities to make life fairer and better for all Australians, ahead of the upcoming federal Election. “This Federal Election is all about the cost-of-living, and no matter who steps into government it’s vital that they prioritise relieving the harsh financial burdens now being
- [Insurance sector action plan welcomed – but consumer groups warn industry that ‘trust us’ doesn’t cut it](https://consumeraction.org.au/insurance-sector-action-plan-welcomed-but-consumer-groups-warn-industry-that-trust-us-doesnt-cut-it/) - Consumer groups including the Financial Rights Legal Centre, Consumer Action Law Centre and Financial Counselling Australia have welcomed the Insurance Council of Australia’s (ICAs) Industry Action Plan responding to the General Insurance Code of Practice Independent Review and the 2022 Flood Inquiry Recommendations. However, for this announcement to mean anything and help rebuild consumer confidence
- [Victorian Default Offer could do more in cost-of-living crisis and beyond ](https://consumeraction.org.au/victorian-default-offer-could-do-more-in-cost-of-living-crisis-and-beyond/) - Consumer Action Law Centre has welcomed today’s draft decision from the Essential Services Commission (ESC) on the Victorian Default Offer for 2025-26 but calls on the Commission and Energy Retailers to do more to help Victorians who are struggling with growing energy debt. “While we remain supportive of the purpose of the VDO, we note that
- [REPORT: Payday lenders pushing borrowers over the edge](https://consumeraction.org.au/report-payday-lenders-pushing-borrowers-over-the-edge/) - The Australian Securities and Investment Commission (ASIC) has today released a report revealing what consumer advocates have been saying for months – predatory lenders are pushing customers in vulnerable situations to take on bigger loans that create more debt and incur higher fees. Report 805 Falling short: Compliance with the small amount credit contract obligations examined data from providers
- [Consumer Action: ‘Strengthened anti-scam laws will help future victims’ ](https://consumeraction.org.au/consumer-action-strengthened-anti-scam-laws-will-help-future-victims/) - Assistant Treasurer, Stephen Jones has announced strengthened pathways for victims to seek compensation where wrongdoing has occurred. A Ministerial Direction announced yesterday, will empower the Australian Financial Complaints Authority (AFCA) to investigate every bank involved in the scam, both the sending and receiving bank. Consumer Action Law Centre CEO Stephanie Tonkin thanked the Assistant Treasurer
- [Victorian Energy Upgrades Strategic Review: Discussion Paper](https://consumeraction.org.au/victorian-energy-upgrades-strategic-review-discussion-paper/) - We welcome the opportunity to provide our submission responding to the Discussion Paper released as part of the Victorian Energy Upgrades (VEU) Strategic Review. Consumer Action Law Centre (Consumer Action) strongly supports the role of the VEU program in providing information and support to Victorians to access energy efficient upgrades and electrification, as part of
- [Reported scams down but two-billion dollars in losses still ‘deeply concerning’](https://consumeraction.org.au/reported-scams-down-but-two-billion-dollars-in-losses-still-deeply-concerning/) - Consumer Action Law Centre says a report released today from the National Anti-Scam Centre, Targeting scams, reveals a welcome fall in the value of reported scams losses for 2024 (down by 25.9% to $2.03 billion). Still, the huge sum lost by nearly half a million victims, in the midst of a cost-of-living crisis, is deeply
- [Telco regulator cannot register out of touch industry code say consumer advocates](https://consumeraction.org.au/throw-it-in-the-bin-telco-regulator-cannot-register-out-of-touch-industry-code-say-consumer-advocates/) - The Fair Call Coalition* of consumer advocates has written to the Australian Communications and Media Authority (ACMA) urging the Regulator to refuse to register the Telecommunications Consumer Protections (TCP) Code and instead support direct regulation of Australia’s telco industry. “The Fair Call Coalition has been pushed to make this urgent call because the telco industry’s
- [Minimum Standards for Rental Properties and Rooming Houses](https://consumeraction.org.au/minimum-standards-for-rental-properties-and-rooming-houses/) - Consumer Action Law Centre, with Financial Counselling Victoria, the Federation of Community Legal Centres (FCLC), Anika Legal, Westjustice and Community Information & Support Victoria (CISVic), strongly supports the introduction of the new proposed minimum standards for rental properties. These standards are crucial in ensuring a safe and liveable home. The dynamics of a tenancy can
- [Strategic Review of the Victorian Energy Upgrades program](https://consumeraction.org.au/strategic-review-of-the-victorian-energy-upgrades-program/) - We welcome the opportunity to provide our feedback to the Victorian Energy Upgrades (VEU) strategic review. Consumer Action supports the VEU program objectives of helping Victorians to make energy efficient upgrades to their home, and supporting the transition to renewable energy. We also support the Government’s ongoing commitment to ensuring consumer protections are prioritised as
- [ Hard fought protections in new Banking Code better for consumers](https://consumeraction.org.au/hard-fought-protections-in-new-banking-code-better-for-consumers/) - The new Banking Code of Practice came into force on Friday the culmination of years of work to strengthen consumer protections said Stephanie Tonkin, CEO Consumer Action Law Centre. The Hayne Royal Commission exposed the massive harms that unregulated banking activity and other poor banking practices can lead to for ordinary Australians, but the fight
- [Buy Now Pay Later (BNPL) – Draft Regulations](https://consumeraction.org.au/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, particularly those experiencing or at risk of financial difficulty. However, we remain concerned about the false narrative that BNPL is low risk and low harm
- [Scams laws passing a relief, but victims to face an uphill battle for redress](https://consumeraction.org.au/scams-laws-passing-a-relief-but-victims-to-face-an-uphill-battle-for-redress/) - Consumer advocates say the passing of the Scams Prevention Framework (SPF) fills a gaping hole in the law and in time should protect many Australians from falling victim to the scourge of scams. But thousands of future victims -many of whom will lose everything to sophisticated scams- have an uphill battle for redress. “I am
- [The Banking Code Compliance Committee's priorities for 2025-26](https://consumeraction.org.au/the-banking-code-compliance-committees-priorities-for-2025-26/) - Consumer Action Law Centre strongly supports the Banking Code Compliance Committee (BCCC) examining Code compliance through Bank@Post closely. We frequently hear anecdotal issues with accessing banking services at Australia Post, due to the limited range of services, poorly trained and supervised staffed, and physical limitations (for example, no private spaces to discuss your needs in
- [Consumer Energy Resources (CER) Consumer Protections Review](https://consumeraction.org.au/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) Consumer Protections Review. In this submission, we draw from our casework experience, assisting consumers who have faced issues with products and services in the CER industry.
- [OPINION: In this David and multiple Goliath battle scam victims must win](https://consumeraction.org.au/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 lives are changed forever, they’ve lost life savings, their buffers, confidence transacting online and families are impacted with victims retreating into themselves …this is an
- [Straightforward compensation would put victims at the heart of the new Scams Bill](https://consumeraction.org.au/49701-2/) - Consumer organisations fighting to ensure Australians are protected under the Scams Prevention Framework Bill will provide evidence today at a crucial Senate Economics Legislation Committee hearing. In its joint submission to Committee, consumer sector organisations call out the unfair burden the Bill imposes on scam victims and insist that dispute resolution would only work with
- [Strong action bringing telcos to account is the way to go](https://consumeraction.org.au/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 Communications and Media Authority’s (ACMA) enforcement ability to punish poor conduct by telcos towards their customers. “There is still some way to go to ensure telco customers get all the protections they deserve but
- [Submission: Scams Prevention Framework Bill 2024](https://consumeraction.org.au/submission-scams-prevention-framework-bill-2024/) - This is a joint submission made on behalf of: • Consumer Action Law Centre • CHOICE • The Australian Communications Consumer Action Network • Financial Rights Legal Centre • Super Consumers Australia • Financial Counselling Australia • Westjustice • Consumer Credit Legal Service WA Our organisations are pleased to have the opportunity to provide our
- [Victorian Default Offer 2025-26 Request for comment](https://consumeraction.org.au/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 their basic costs of essentials. Ensuring the VDO continues to meet the objective of providing a simple, trusted and reasonably priced electricity option is of
- [ASIC sues HSBC Bank for failure to protect customers from scams](https://consumeraction.org.au/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 and fairly’ and protect hundreds of its customers from scams. Consumer Action CEO Stephanie Tonkin said she was delighted by the news of ASIC’s action as it sends
- [Concerning the ABA's application to remove conditions from basic bank account conduct](https://consumeraction.org.au/concerning-the-abas-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 Australian Banking Association (ABA) to revoke Authorisation AA1000441-2 (2019 Authorisation) and substitute Authorisation AA1000683 (New Authorisation). We recommend that the conduct in the New
- [Much-needed Centrepay reforms the result of a decades-long campaign: Tonkin](https://consumeraction.org.au/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 purpose; that it should only be used by consumers to make regular voluntary payments for essential bills and expenses. (link to media release) “We have
- [Consumer advocates welcome proposed reforms to Government payment service](https://consumeraction.org.au/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 important consumer protections that consumer advocates across the country have been calling for. Centrepay is an invaluable service for social security recipients, but consumer advocates
- [Consumer groups welcome passing of buy now, pay later regulations](https://consumeraction.org.au/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 the Senate last night and all of Parliament this morning. The BNPL Bill will bring buy now, pay later services within the national
- [Energy Consumer Reforms Consultation](https://consumeraction.org.au/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 their retailer. Our financial counsellors on the Victorian National Debt Helpline (NDH) observe that people experiencing financial hardship, or vulnerability, are less likely to be actively involved in
- [Our impact 2023-24: Fighting for a fairer marketplace in a cost-of-living crisis](https://consumeraction.org.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 core issue of the cost-of-living crisis is biting deep, and the experiences of our clients, plus how we are responding to increased demand for our services and support, weaves
- [AUSTRAC: Guidance on assisting customers who don't have identification](https://consumeraction.org.au/austrac-guidance-on-assisting-customers-who-dont-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 Debt Help •Super Consumers Australia. Our organisations welcome the opportunity to provide feedback on the proposed changes to the AUSTRAC guidance on assisting customers who don’t have identification. As
- [Major overhaul of Building Regulator good news for Victoria’s consumers](https://consumeraction.org.au/major-overhaul-of-building-regulator-good-news-for-victorias-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 domestic building insurance. “It’s a good start for a sector renowned for the challenges it presents to Victoria’s consumers,” Consumer Action's CEO, Stephanie Tonkin said. “The development or
- [Flood Inquiry Report provides clear roadmap to lift insurer standards](https://consumeraction.org.au/flood-inquiry-report-provides-clear-roadmap-to-lift-insurer-standards/) - Consumer groups have welcomed the release of the Final Report of the Standing Committee on Economics’ Inquiry into Insurer’s responses to 2022 Major Floods. The groups have called on the insurance sector and the Insurance Council of Australia to accept all the recommendations and implement changes to their internal processes and the Code of Practice
- [Stronger consumer protections needed to make our marketplace fairer](https://consumeraction.org.au/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 Australian Consumer Law- will help create a fairer marketplace for all Australians. That’s the verdict of Consumer Action Law Centre CEO Stephanie Tonkin who welcomed the announcement from
- [Stronger telco protections targeting those experiencing domestic and family violence real progress](https://consumeraction.org.au/stronger-telco-protections-targeting-those-experiencing-domestic-and-family-violence-real-progress/) - Consumer Action Law Centre Acting Director of Policy and Campaigns Luke Lovell said the new protections for telco customers experiencing domestic and family violence (DFV) announced today by Minister for Communications, Michelle Rowland, show real progress, as they will provide support to victim-survivors and their families when most in need. “Thank you, Minister Rowland, this
- [Submission: Scams Prevention Framework – exposure draft legislation](https://consumeraction.org.au/submission-scams-prevention-framework-exposure-draft-legislation/) - This is a joint submission made on behalf of: • Consumer Action Law Centre • CHOICE • The Australian Communications Consumer Action Network • Financial Rights Legal Centre • Super Consumers Australia • Financial Counselling Australia • WEstjustice • Consumer Credit Legal Service WA • Consumer Policy Research Centre Our organisations are pleased to have
- [Government’s Scams Prevention Framework only goes halfway – we need a presumption of reimbursement say consumer advocates](https://consumeraction.org.au/governments-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, warning that without this improvement the SPF is not going to work for the tens of thousands of Australia’s robbed by scammers. The group’s call
- [SCAMS Opinion: Let’s leapfrog other jurisdictions with a uniquely Australian reimbursement model](https://consumeraction.org.au/scams-opinion-lets-leapfrog-other-jurisdictions-with-a-uniquely-australian-reimbursement-model/) - First published on News.com.au 7 October, 2024 By Stephanie Tonkin, CEO Consumer Action Law Centre Today in the UK, new laws have commenced that require banks to repay their customers’ scams losses, except in limited circumstances. Over there, laws to protect consumers from scams are not a controversial topic, having received bipartisan political support. In
- [Consumer safeguards must be front and centre of new scams framework say consumer advocates](https://consumeraction.org.au/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 consultation on a draft bill starting today, for the proposed Scams Prevention Framework. “I congratulate Assistant Treasurer Stephen Jones and the Albanese Government for pushing ahead with these scam
- [Update on the Class Action against Pawnbroker, Taylors Business Pty Ltd, located in Delahey, Victoria](https://consumeraction.org.au/update-on-the-class-action-against-pawnbroker-taylors-business-pty-ltd-located-in-delahey-victoria/) - Consumer Action Law Centre (Consumer Action) is conducting a class action against Taylors Business Pty Ltd (ACN 107 445 723), located in Delahey, Victoria. What are the legal claims and orders sought? The class action is being conducted in the Federal Court of Australia. It alleges that from 15 November 2022 to 26 October 2023,
- [REPORT: One year on and ASIC report again reveals banks shirking responsibility when customers have been scammed](https://consumeraction.org.au/report-one-year-on-and-asic-report-again-reveals-banks-shirking-responsibility-when-customers-have-been-scammed/) - A new report published today from the Australian Securities and Investments Commission (ASIC) reveals a “shameful neglect of thousands of banking customers who have been scammed through no fault of their own and collectively lost millions of dollars”, says Consumer Action Law Centre CEO, Stephanie Tonkin. The report, Anti-scam practices of banks outside the four
- [Door-knock sales ban starting this week in Victoria will reduce harms say consumer advocates](https://consumeraction.org.au/door-knock-sales-ban-starting-this-week-in-victoria-will-reduce-harms-say-consumer-advocates/) - Consumer Action Law Centre campaigned long and hard for a ban on door-to-door sales in Victoria and we are delighted that the ban for businesses that are part of the Victorian Energy Upgrades (VEU) has come into effect this week. The ban under the VEU program is in addition to a ban on ‘cold call’
- [Network Outage Review](https://consumeraction.org.au/network-outage-review-2/) - 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 Law Centre strongly supports the Panels’ recommendations in this report and affirm the important roles that the Essential Services Commission (ESC), the Department of Energy, Environment and Climate
- [AFCA scam complaints ‘off the charts’ while banks fail to reimburse customers](https://consumeraction.org.au/afca-scam-complaints-off-the-charts-while-banks-fail-to-reimburse-customers/) - The Australian Financial Complaints Authority (AFCA) received a record number of complaints in 2023-24 after disputes to the ombudsman service increased 9 per cent to more than 105,000 for the year. Complaints about scams, online and personal transaction accounts, credit cards, and personal loans all saw significant increases. Consumer Action Law Centre CEO Stephanie Tonkin
- [The Energy Retail Code of Practice review](https://consumeraction.org.au/the-energy-retail-code-of-practice-review/) - We welcome the opportunity to provide our submission to the Essential Services Commission’s (ESC) review of the Energy Retail Code of Practice (the Code). In this submission, where relevant, we have provided the same recommendations as in our submission to the Australian Energy Regulator (AER) review of the National Energy Customer Framework (NECF). We submit
- [REPORT: Money Yarns, Stronger Futures](https://consumeraction.org.au/report-money-yarns-stronger-futures/) - Consumer Action Law Centre and the Victorian Aboriginal Legal Service are thrilled to be jointly publishing our new report today Money Yarns, Stronger Futures. We would like to sincerely thank all the First Nations people who graciously gave their time and shared their stories for the purposes of this report. Their contributions have resulted in
- [Money Yarns, Stronger Futures: New Report Highlights Financial Challenges for First Nations People](https://consumeraction.org.au/money-yarns-stronger-futures-new-report-highlights-financial-challenges-for-first-nations-people/) - The Consumer Action Law Centre has today released a groundbreaking report titled Money Yarns, Stronger Futures. The report amplifies the voices of First Nations people, sharing their personal experiences to shed light on the significant challenges they face in achieving financial prosperity. Money Yarns, Stronger Futures not only highlights these challenges but also offers bold
- [ASICs ‘Better banking’ project will help First Nations customers  -Remaining banks need to do better to reduce fee-harm-](https://consumeraction.org.au/asics-better-banking-project-will-help-first-nations-customers-remaining-banks-need-to-do-better-to-reduce-fee-harm/) - Consumer Action Law Centre congratulates the Australian Securities and Investment Commission’s (ASIC) Indigenous Outreach Program team on the success of their Better banking for Indigenous consumers project and report and welcomes the findings and recommendations. We hope to see all banks, in particular those outside of ASIC’s Better Banking for Indigenous Consumers project, accepting the
- [Services Australia: Centrepay Reform Discussion Paper](https://consumeraction.org.au/services-australia-centrepay-reform-discussion-paper/) - This submission to Services Australia is prepared by the Consumer Action Law Centre based on our casework experience. The primary issues we identify in our client files for Centrepay customers are: • Too many businesses are deducting money leaving the Centrelink recipient with very little to pay for essential living expenses like food and transport.
- [Network Outage Review](https://consumeraction.org.au/network-outage-review/) - Consumer Action Law Centre is delighted to make a submission to the Network Outage Review. We were contacted by a small number of consumers impacted by the network outages in February 2024, and some have agreed to share their stories in the hope that responses from industry improve in future. We outline in our submission
- [Consumer groups welcome reforms addressing harms caused by a bankruptcy system not fit for purpose](https://consumeraction.org.au/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 KC. “It is vital for bankruptcy laws to be fair and safe, especially for people experiencing vulnerability because for years, it has been far too
- [' The Telco Code has run its course and failed to deliver’: ACMA must explore other options to protect consumers](https://consumeraction.org.au/the-telco-code-has-run-its-course-and-failed-to-deliver-acma-must-explore-other-options-to-protect-consumers/) - The Australian Competition and Consumer Commission (ACCC) has called on the Australian Communications and Media Authority (ACMA) to reject a proposed consumer protections code drafted by the telecommunications industry for failing to adequately protect consumers. The ACCC said the revised version of the Telecommunications Consumer Protections (TCP) Code that has been submitted to the ACMA
- [Consumer Action and CHOICE chosen as designated complainants](https://consumeraction.org.au/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 Council of Small Business Organisations Australia (COSBOA) will be able to submit complaints to the Australian Competition and Consumer Commission (ACCC) about significant or systemic
- [Review of the National Energy Customer Framework](https://consumeraction.org.au/review-of-the-national-energy-customer-framework/) - Consumer Action welcomes the opportunity to provide our submission to the Australian Energy Regulator’s (AER) review of the National Energy Customer Framework (NECF). In this submission, we draw predominantly from the Victorian Payment Difficulty Framework (PDF), and provide our analysis on the benefits of the PDF to Victorian energy consumers and also areas where implementation
- [Consumer advocates welcome revised Banking Code of Practice with incremental improvements noted](https://consumeraction.org.au/consumer-advocates-welcome-revised-banking-code-of-practice-with-incremental-improvements-noted/) - Consumer advocates are welcoming the revised Banking Code of Practice (the Banking Code) announced today which includes some incremental improvements to consumer protections. Consumer Action Law Centre CEO Stephanie Tonkin said the Hayne Royal Commission exposed the massive harms that unregulated banking activity and other poor banking practices can lead to for ordinary Australians, but
- [REPORT: Energy debt higher than ever as low-income households priced out of essential service](https://consumeraction.org.au/report-energy-debt-higher-than-ever-as-low-income-households-priced-out-of-essential-service/) - Consumer Action Law Centre CEO Stephanie Tonkin says the Centre’s new report Energy Assistance Report 4th Edition: Keeping the Lights On published today, highlights that thousands of Victorians are struggling to cope with ballooning energy bills and debt, and outlines priority areas of reform to enable energy affordability amidst a rapidly changing energy landscape. In
- [REPORT Energy Assistance Report 4th Edition: Keeping the Lights On](https://consumeraction.org.au/report-energy-assistance-report-4th-edition-keeping-the-lights-on/) - The fourth edition of Consumer Action’s Energy Assistance Report outlines the growing trends of people facing energy hardship; barriers to accessing hardship assistance; and priority areas for targeted investigation and reform to assist energy affordability. As identified in previous reports, energy continues to remain one of the top three presenting issues for Victorians contacting the
- [Independent Review: Initial Consultation Paper, April 2024](https://consumeraction.org.au/independent-review-initial-consultation-paper-april-2024/) - Financial Rights Legal Centre has drafted this submission on behalf of the Consumers Federation of Australia. The following organisations have contributed and are signatories to this submission: • Australian Consumers Insurance Lobby • The Australian Research Centre in Sex, Health and Society • Consumer Action Law Centre • Council of the Aging • Eros Association
- [Consumer groups welcome new laws regulating Buy Now, Pay Later as credit but some concerns remain](https://consumeraction.org.au/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 welcome the Albanese Government's new laws that regulate Buy Now, Pay Later as credit and introducing consumer protections. “Every day we speak to people in financial
- [OPINION: The victims of scams should not have to pay](https://consumeraction.org.au/opinion-the-victims-of-scams-should-not-have-to-pay/) - First published in today's Herald Sun, by Stephanie Tonkin, CEO Consumer Action Law Centre I speak to the victims of scams every week and their stories leave me shaken and sad. Often, what’s stolen is everything they saved to buy their family home or support themselves through ill health. I hear of scammers clearing out a
- [Fed Court decision final ‘nail in the coffin’ for predatory lenders Cigno Australia Pty Ltd and BSF Solutions Pty Ltd](https://consumeraction.org.au/fed-court-decision-final-nail-in-the-coffin-for-predatory-lenders-cigno-australia-pty-ltd-and-bsf-solutions-pty-ltd/) - Consumer Action Law Centre is delighted the Federal Court has issued a strong decision that calls out Cigno Australia Pty Ltd, BSF Solutions Pty Ltd and two of the entities’ directors for exploiting loopholes in the credit laws and providing predatory - sometimes harmful - loans to consumers. Consumer Action CEO Stephanie Tonkin said she
- [Victorian Default Offer price drop will help thousands of families but more needs to be done](https://consumeraction.org.au/victorian-default-offer-price-drop-will-help-thousands-of-families-but-more-needs-to-be-done/) - Consumer Action Law Centre CEO Stephanie Tonkin says the Essential Services Commission’s (ESC) decision to lower the Victorian Default Offer (VDO) price is welcome but doesn’t go far enough to help the people we are speaking to with ballooning energy debt and struggling to afford other cost of living increases. “This year’s reduction in the
- [Mandatory codes for scams will work if the Govt can push banks, telcos and big tech companies to lift their game say consumer advocates ](https://consumeraction.org.au/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 mandatory industry codes that the Federal Government is promising will force industry to have strong measures in place to prevent, detect, disrupt, respond, and
- [Lenders’ handling of customers’ hardship inadequate, as requests for help soar](https://consumeraction.org.au/lenders-handling-of-customers-hardship-inadequate-as-requests-for-help-soar/) - The Australian Securities and Investment Commission (ASIC) has released a new report today, that outlines findings from a review of 10 large home lenders and concludes they should be doing much more to support Australians who were struggling to meet their home loan repayments. Consumer Action Law Centre CEO Stephanie Tonkin said that the report’s findings
- [Consumer advocates call for improved domestic family violence protections](https://consumeraction.org.au/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 Chair of the Australian Communications and Media Authority (ACMA) which raised questions about the effectiveness of the current co-regulatory regime. Consumer advocates including the Australian Communications Consumer Action
- [ACCC scam report reveals Australians bearing the losses of a ‘scamdemic' in a cost-of-living crisis](https://consumeraction.org.au/accc-scam-report-reveals-australians-bearing-the-losses-of-a-scamdemic-in-a-cost-of-living-crisis/) - The huge cost of scams on Australian families in a cost-of-living crisis, is placing an unacceptable burden on a community already doing it tough. That’s the bleak reality of the figures in the Australian Competition and Consumer Commission’s (ACCC) latest report on scams. Consumer Action Law Centre CEO Stephanie Tonkin said the losses reported for 2023 were less
- [Victorian Default Offer Draft Decision 2024-25 ](https://consumeraction.org.au/victorian-default-offer-draft-decision-2024-25/) - Consumer Action welcomes the opportunity to provide our submission to the Essential Services Commission (ESC) Draft Decision of the Victorian Default Offer 2024-25. We welcome the ESC’s draft decision to reduce the VDO by 6.4% for 2024-25 and we urge the ESC to consider further reducing the VDO price in light of growing and persistent
- [Applied Insurance Law - Climate Disasters, a free online course](https://consumeraction.org.au/applied-insurance-law-climate-disasters-a-free-online-course/) - All you need to know about insurance law and climate disasters: and its totally free. Consumer Action’s newest self-paced eLearning module is Applied Insurance Law – Climate Disasters. You will hear from our insurance expert Managing Lawyer Phillipa Heir. She has unmatched knowledge of Australian insurance law and is a very friendly and engaging speaker.
- [Lower Victorian Default Offer for electricity welcomed but consumers in energy hardship need much more relief](https://consumeraction.org.au/lower-victorian-default-offer-for-electricity-welcomed-but-consumers-in-energy-hardship-need-much-more-relief/) - More callers in paid employment contacting the National Debt Helpline are struggling with energy debt and reporting an increase in energy retailers providing inadequate hardship assistance. That’s just one of the worrying data points presented by Consumer Action in a submission to the Essential Services Commission (ESC) Draft Decision of the Victorian Default Offer 2024-25.
- [Buy now pay later exposure draft materials](https://consumeraction.org.au/buy-now-pay-later-exposure-draft-materials/) - Our organisations have long advocated for Buy-now-pay-later (BNPL) to be regulated as a credit product under the National Consumer Credit Protection Act 2009 (NCCPA), and so we welcome the major step towards achieving this outcome that the Exposure Draft materials (ED Materials) represent. We urge the Government to finalise this legislation as a matter of
- [Consultation: Designated complaints determination](https://consumeraction.org.au/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 submissions to Treasury and the Senate Legislative Committee. The designated complaints regime provides the potential for the Australian Competition and Consumer Commission (ACCC) to address
- [ACMA Compliance Priorities 2024 – 2025](https://consumeraction.org.au/acma-compliance-priorities-2024-2025/) - Thank you for the opportunity to provide input on the Australian Communications and Media Authority (ACMA) compliance priorities for the 2024-25 financial year. Consumer Action Law Centre (Consumer Action) and WEstjustice consider ACMA’s compliance and enforcement work as integral to protecting users of telecommunications services. We are supportive of the ACMA’s current compliance and enforcement
- [Fighting SMS Scams – What type of SMS sender ID registry should be introduced in Australia?](https://consumeraction.org.au/fighting-sms-scams-what-type-of-sms-sender-id-registry-should-be-introduced-in-australia/) - The Australian Communications Consumer Network's (ACCAN) submission has been informed by feedback from consumer and community organisations who regularly assist consumers affected by scams and other difficulties with their telecommunications products and services, including Consumer Action Law Centre, CHOICE, Council of Small Business Organisations Australia, the Council on the Aging Australia and the Federation of
- [We're Hiring a Policy Officer (Aboriginal and/or Torres Strait Islander Identified)](https://consumeraction.org.au/were-hiring-a-policy-officer-aboriginal-and-or-torres-strait-islander-identified/) - The First Nations Policy Officer role will provide a dedicated First Nations lens on the policy and campaigns work of Consumer Action Law Centre. Working within a close team of policy and campaigns experts, the First Nations Policy Officer will work with and for First Nations consumers to connect the threads of First Nations consumer
- [REPORT: At the front line of the cost-of-living crisis](https://consumeraction.org.au/report-at-the-front-line-of-the-cost-of-living-crisis/) - Interest rates have gone up thirteen times since May 2022. Inflation calculators, which look at purchasing power over time, show that since 2022 there has been a ten percent decrease in the purchasing power of the dollar. A grocery shop that used to cost $200 now costs $220. These pressures have forced many people to
- [Telemarketing and doorknocking ban under the Victorian Energy Upgrades program](https://consumeraction.org.au/telemarketing-and-doorknocking-ban-under-the-victorian-energy-upgrades-program/) - Consumer Action reaffirms our strong support of the implementation of this ban on both telemarketing and door to door sales as an important step in addressing the consumer harm that unsolicited sales practices can cause. Recent trends on our frontline services indicate a concerning growth in door-to-door sales of new energy technology and the use
- [Inquiry into the Competition and Consumer Amendment (Fair Go for Consumers and Small Business) Bill 2024](https://consumeraction.org.au/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 the consumer sector. The designated complaints function is a missing piece of the regulatory puzzle in addressing systemic and significant market issues. There are often
- [ Energy prices hitting families hard and bigger price reductions urgently needed say consumer advocates](https://consumeraction.org.au/energy-prices-hitting-families-hard-and-bigger-price-reductions-urgently-needed-say-consumer-advocates/) - Consumer Action Law Centre CEO Stephanie Tonkin has welcomed draft decision by the Essential Services Commission (ESC) that will see a modest decrease in energy bills this year, but as more families are hit by cost-of-living rises, the struggle to pay their bills is leading to worrying increases in energy debt. “Any reduction is welcome
- [OPINION: Slam the legal door on scams](https://consumeraction.org.au/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 Consumer Commission (ACCC), announced that there had been a welcome drop in the reported losses to scams in Australia, down by almost half in
- [Senate Inquiry: Cost-of-Living crisis highlights the need for supermarket prices to be fair and transparent say consumer advocates](https://consumeraction.org.au/senate-inquiry-cost-of-living-crisis-highlights-the-need-for-supermarket-prices-to-be-fair-and-transparent-say-consumer-advocates/) - Consumer Action Law Centre CEO Stephanie Tonkin and Acting Director of Financial Counselling Practice Claire Tacon will be giving evidence today at the Senate Select Committee hearing into supermarket prices. Consumer Action is also launching a new report At the front line of the cost-of-living crisis; Insights from a telephone financial counselling helpline. The report
- [Consumer Guarantees: Defective goods and services](https://consumeraction.org.au/consumer-guarantees/) - Key message: When you buy goods or services, those goods or services must meet certain standards called 'guarantees' under the Australian Consumer Law. Use this template letter if you purchased defective goods or services and you want a refund or replacement from the trader. This fact sheet should be read in conjunction with our factsheet
- [Regulation of Buy Now, Pay Later a step closer, but concerns remain over details](https://consumeraction.org.au/regulation-of-buy-now-pay-later-a-step-closer-but-concerns-remain-over-details/) - Consumer groups have responded to draft Buy Now, Pay Later legislation (BNPL) released today : Quotes attributable to Stephanie Tonkin, CEO of Consumer Action Law Centre “We welcome regulating Buy Now, Pay Later and future unregulated products as credit because every day we are speaking to people who have been harmed by these products. Buy
- [‘Honeypot’ Australia lagging far behind as nations take action on scams ](https://consumeraction.org.au/honeypot-australia-lagging-far-behind-as-nations-take-action-on-scams/) - Inaction on scams is creating a ‘perfect storm’ for people living in Australia already under siege in a cost-of-living crisis, exposing the country’s vulnerable banking and communications infrastructure to criminal gangs, and turning us into a veritable ‘honeypot’ for scammers. That’s the verdict of Consumer Action Law Centre CEO Stephanie Tonkin, commenting on the news
- [ASIC Consultation Paper 373 – Banking Code of Practice](https://consumeraction.org.au/asic-consultation-paper-373-banking-code-of-practice/) - Our submission provides feedback on the Australian Banking Association’s (ABA) updated Banking Code of Practice (Code). This is a joint submission made on behalf of: Consumer Action Law Centre Financial Rights Legal Centre Financial Counselling Australia Consumer Credit Legal Service COTA Australia South East Community Links Indigenous Consumer Assistance Network WEstjustice Mortgage Stress Victoria Uniting
- [Relief for telco customers in financial hardship welcomed – but much more needs to be done ](https://consumeraction.org.au/relief-for-telco-customers-in-financial-hardship-welcomed-but-much-more-needs-to-be-done/) - Consumer Action’s CEO Stephanie Tonkin says new telco supports flagged by the Australian Communications and Media Authority (ACMA) are a significant step in the right direction, but further work must be done to ensure all vulnerable customers, including those affected by domestic and family violence (DFV), are adequately protected. “People experiencing hardship must not be
- [General Insurance Code Governance Committee 2024-25 monitoring priorities](https://consumeraction.org.au/general-insurance-code-governance-committee-2024-25-monitoring-priorities/) - This is a joint submission from Consumer Action Law Centre and WEst Justice. Consumer Action and WEstJustice recommend that the Committee consider the following areas for monitoring or compliance work, based on trends we see in our casework relating to general insurance products. Claims handling misconduct We note the Committee intends to commence or progress
- [Senate Select Committee on supermarket prices](https://consumeraction.org.au/senate-select-committee-on-supermarket-prices/) - Our submission to the Senate Select Committee on supermarket prices aims to provide insight into the broader context and impacts of rising costs of living for Australians. Rising costs and poor industry conduct are harming more and more consumers who we speak to on our frontline services every day. Against this context, it is important
- [Scam victims head to Canberra to tell politicians why banks should be incentivised to stop scams](https://consumeraction.org.au/scam-victims-head-to-canberra-to-tell-politicians-why-banks-should-be-incentivised-to-stop-scams/) - Tim Watkins, Sarah Gerendasi, James Green, and Nina Merrilees were robbed of thousands of dollars by scammers. They are travelling to Canberra today to share their stories at the launch of the new Parliamentary Friendship Group for Scams Protection. The Parliamentary Friendship Group is the brainchild of Teal independent MP’s Monique Ryan and Kate Chaney,
- [Advocates set out crystal-clear path to reimbursement to prevent the billions being lost by Australians to scams ](https://consumeraction.org.au/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, paid for by industry through a customer’s own bank, must be at the centre of the Federal Government’s proposed new scam laws. The advocates say the new laws must
- [Response to the Review of Financial Wellbeing and Capability programs](https://consumeraction.org.au/response-to-the-review-of-financial-wellbeing-and-capability-programs/) - This is our response to the Department of Social Services’ (DSS) review of the Financial Wellbeing and Capability (FWC) programs. This submission responds to select questions throughout the discussion paper and regularly cites Consumer Action Law Centre’s (Consumer Action) Cost of Living Snapshot for 2023. Cost of living Snapshot for 2023 Consumer Action has compiled
- [Scams – Mandatory Industry Codes Consultation Paper](https://consumeraction.org.au/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 responses to the proposal outlined in the Scams – Mandatory Industry Codes Consultation Paper (the Paper). This submission includes the collective view of our organisations. At the heart of
- [Submission Select Committee on Cost of Living](https://consumeraction.org.au/submission-select-committee-on-cost-of-living/) - In responding the cost of living crisis, consumers are contacting our services for advice and assistance. In 2022, there were 6,494 contacts to our financial counsellors via the National Debt Helpline (NDH) which represents 60% of Victorian NDH callers and, more recently, people from Queensland contacting the NDH through our new online chat service. Consumer
- [Consumer fail: New Telco Code proposal delivers little for vulnerable consumers](https://consumeraction.org.au/consumer-fail-new-telco-code-proposal-delivers-little-for-vulnerable-consumers/) - The Communications Alliance, the peak industry body for the Australian communications sector, has released a proposed framework and review package for the Telecommunications Consumer Protections (TCP) Code. A deadline of 15 December 2023 was put forward by the Australian Communications and Media Authority (ACMA) to give industry a final chance to detail proposals to address
- [Inquiry into insurers’ responses to 2022 major floods claims](https://consumeraction.org.au/inquiry-into-insurers-responses-to-2022-major-floods-claims/) - Consumer Action Law Centre has responded to the Federal Parliament's Standing Committee on Economics inquiry into insurers' responses to the major flood claims arising from 2022’s ‘disaster year’ with a supplementary submission. We have signed onto and fully support the submission from Financial Rights Legal Centre (FRLC) and CHOICE (primary submission). Consumer Action has experience
- [Joint Submission: Getting the Victorian Default Offer right](https://consumeraction.org.au/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 Victorian Default Offer (VDO) cost-stack components where key assumptions and choices should be reconsidered. We believe that the VDO has provided an important safeguard for consumers that are
- [Regulating Digital Asset Platforms: Crypto](https://consumeraction.org.au/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 Digital Asset Platforms and welcome the Government’s intention to regulate the digital asset (crypto) market and acknowledges the significant step forward this entails. Regulating digital asset
- [2024-25 Victorian Default Offer: Request for comment paper](https://consumeraction.org.au/2024-25-vdo-request-for-comment/) - 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 consumers who are unwilling or unable to engage in the market, alongside the broader objective of the Essential Services Commission (ESC) in promoting the long-term interests of Victorian
- [The consumer experience of faulty cars in Victoria: Report launch](https://consumeraction.org.au/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 Research Centre (CPRC). The panel, facilitated by Consumer Action Law Centre, includes the Energy and Water Ombudsman NSW and
- [A better system for resolving car disputes: Brief](https://consumeraction.org.au/lemon-cars-brief/) - This two-page background brief explains why we need a better system for resolving car disputes in Victoria and recommends a specialist free alternative dispute resolution scheme for faulty motor vehicles (lemon cars).
- [REPORT: Victoria overrun with dodgy lemon cars as current dispute process totally unfit for consumers](https://consumeraction.org.au/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 faults with their vehicle, and that getting a fix takes too much time, money, and frustration. The report “Detours and roadblocks:
- [Scams: Mandatory regulation outline promising but more clarity needed on standards and consumers’ rights to reimbursement](https://consumeraction.org.au/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 standards and consumers’ rights to reimbursement of scams losses from banks if standards are not met. Consumer Action Law Centre CEO Stephanie Tonkin said the
- [Federal Court Grants Injunction to Protect Pawned Goods in Class Action against Pawnbroker, Taylors Business](https://consumeraction.org.au/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 Action) on 26 October 2023 (Proceeding). As explained in our media release of 9 November 2023 Consumer Action acts for the lead plaintiff in the
- [Banking industry announcement a big first step in addressing scams](https://consumeraction.org.au/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, member banks joining forces and agreeing on key steps to enhance scams protections for Australian banking customers. “We are pleased to hear that the banking
- [REPORT: Our Impact 2022-23 fighting for a fairer marketplace especially for those needing help](https://consumeraction.org.au/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 had holding the powerful to account: from fighting the injustice of scams, to improving laws in the financial sector and getting justice for lemon
- [Our Impact 2021-22: It’s the change we are making, helping people fight the powerful, advocating for a fairer Australia](https://consumeraction.org.au/our-impact-2021-22-its-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 successes we had holding the powerful to account: from saving safe lending, to improving laws in the financial sector, getting justice for lemon car
- [Consumer Action launches class action in Federal Court against pawnbroker Taylors Business ](https://consumeraction.org.au/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 a group of Taylors Business customers who pawned goods of value to them, but can no longer access their goods because the business has
- [The National Legal Assistance Partnership Review](https://consumeraction.org.au/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 future. We have felt the impact of the broad based decreases in sector funding identified in the Issues Paper, particularly as the real costs
- [Financial services legislation inquiry – Interim Report C](https://consumeraction.org.au/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 Report C of its corporations and financial services legislation inquiry (Report C). We appreciate the ALRC’s recommendations aimed at simplifying the financial services law and hope its work
- [AFCA’s responsible lending approach consultation](https://consumeraction.org.au/afcas-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 representing people through disputes with financial services providers involving responsible lending has been core work for our financial counsellors and lawyers since the introduction of the
- [Personal insolvency discussion paper 2023](https://consumeraction.org.au/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 costly bankruptcies that could have been avoided if better protections and a safer system existed. With a worsening economic outlook and the cost of
- [Australian Banking Association application for authorisation AA1000645](https://consumeraction.org.au/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 economy. There is a clear need for industry wide collaboration to improve scam detection, prevention and treatment of victims. To date, we have been
- [Consumer Action statement on the referendum result](https://consumeraction.org.au/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 that has been sent to Aboriginal and Torres Strait Islander people, as it runs counter to reconciliation, which is central to our core values. The Voice
- [Telcos still not connecting with Aussies -especially those most impacted by the cost-of-living crisis](https://consumeraction.org.au/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 areas that affect their customers, with many who continue to be impacted by poor dispute resolution, sales and billing practices, and not being assisted when in financial hardship.
- [Submission to the Department of Treasury and Finance ahead of the 2023-24 Victorian Budget](https://consumeraction.org.au/submission-to-the-department-of-treasury-and-finance-ahead-ofthe-2023-24-victorian-budget/) - Consumer Action Law Centre (Consumer Action), WEstjustice,Victorian Aboriginal Legal Service (VALS), Hume Riverina Community Legal Service,Barwon Community Legal Serviceand Eastern Community Legal Centre welcome the opportunity to make this submission to the Department of Treasury and Finance ahead ofthe 2023-24 Victorian Budget. We have focused this submission on a servicefor everyday justice, where budget action could make an immediate and discernible difference to the lives of Victorians on low and middle incomes, and those experiencing acute vulnerability.
- [Hundreds of thousands of lemon cars sold ‘down the lane', why we need an ombudsman](https://consumeraction.org.au/hundreds-of-thousands-of-lemon-cars-sold-down-the-lane-why-we-need-an-ombudsman/) - Data from Australian Competition and Consumer Commission (ACCC) actions, recalls and other court actions has revealed that there are hundreds of thousands of lemons on Australia’s roads, many of which are run ‘down the lane’ to second-hand dealerships for unsuspecting consumers to purchase. Consumer Action lawyers are regularly called about used cars that break down
- [OPINION: That lemon car sour taste just keeps getting worse](https://consumeraction.org.au/opinion-that-lemon-car-sour-taste-just-keeps-getting-worse/) - Opinion piece by Gerard Brody, CEO Consumer Action Law Centre A version of this opinion piece appeared in the Herald Sun today The pandemic has helped drive second-hand car prices up 50 percent on some models in Australia. Not only are supply chain restrictions limiting the availability of new cars, but many people are wanting to
- [Consumer groups call for new ombudsman to ‘prune’ lemon cars ](https://consumeraction.org.au/consumer-groups-call-for-new-ombudsman-to-prune-lemon-cars/) - Consumer advocates are calling on the Victorian Government to commit to a free and effective dispute resolution service for Victorians who are sold ‘lemon’ cars by car dealers in next year’s Budget. Consumer Action Law Centre (Consumer Action), Victorian Aboriginal Legal Service (VALS), WEstjustice and Hume Riverina Community Legal Service have made the proposal in their 2022-23 Pre-Budget submission to the Victorian Department of Treasury and Finance. The authors said the dispute resolution
- [Victorian pre-Budget submission 2022-23](https://consumeraction.org.au/victorian-pre-budget-submission-2022-23/) - Victoria desperately needs a specialist dispute service to assist people sold defective motor vehicles. Consumer Action Law Centre (Consumer Action), Victorian Aboriginal Legal Service (VALS), WEstjustice and Hume Riverina Community Legal Service make this submission to the Department of Treasury and Finance during the 2022-23 Pre-Budget period. We have focused this submission on a service
- [Our response to the Right to Repair Inquiry Draft Report](https://consumeraction.org.au/our-response-to-the-right-to-repair-inquiry-draft-report/) - We strongly support recommendations to address the main barriers to accessing repairs and other remedies through consumer guarantees. These barriers would be reduced through the introduction of alternative dispute resolution (ADR) mechanisms across the states and territories, particularly in relation to specialty ADR for motor vehicle matters, which would improve access to justice. Opportunities to
- [Right to Repair submission to Productivity Commission Inquiry](https://consumeraction.org.au/right-to-repair-submission-to-productivity-commission-inquiry/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback to the Productivity Commission Inquiry into a right to repair. The ability for consumers to access affordable repairs for their goods will be an increasingly critical part of Australia’s ability to reduce waste. When goods are broken due to ‘wear and tear’ or
- [Lemon-Aid](https://consumeraction.org.au/lemon-aid/) - Our report ‘Lemon-Aid’ looks at the experiences of Victorians who have purchased lemon products, and reviews the approach overseas, including countries that have introduced ‘lemon laws’.
- [Victorian State Budget Submission 2018-19](https://consumeraction.org.au/victorian-state-budget-submission-2018-19/) - Consumer Action Law Centre (Consumer Action) has made a submission to Victoria's Department of Treasury and Finance during the 2018-19 Pre-Budget period. Consumer Action has focused this submission on areas where budget action could make an immediate and discernible difference to the lives of Victorians on low and middle incomes, and those Victorians experiencing acute
- [Supplementary Submission: ACCC New Car Inquiry](https://consumeraction.org.au/accc-new-car-inquiry-supsub/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to make a supplementary submission to the Australian Competition and Consumer Commission (ACCC) New Car Retailing Inquiry. Our supplementary submission provides additional information about the volume and proportion of complaints our legal advice service receives about motor vehicles. In the 2016-17 financial year, our Legal Practice
- [Submission: New Car Retailing Industry ACCC Draft Report](https://consumeraction.org.au/submission-new-car-retailing-industry-accc-draft-report/) - Consumer Action Law Centre (Consumer Action) is pleased to make this submission to the Australian Competition and Consumer Commission (ACCC) new car retail industry market study draft report (the Draft Report). Our legal advice service receives many complaints about problems with new and used cars. Often it can be difficult for individuals to deal with
- [‘Lemon’ laws – An inquiry into consumer protections and remedies for buyers of new motor vehicles](https://consumeraction.org.au/lemon-laws-an-inquiry-into-consumer-protections-and-remedies-for-buyers-of-new-motor-vehicles/) - The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the need to improve the consumer protections and remedies for buyers of ‘lemon’ motor vehicles.
- [Submission: Regulatory Review of the Motor Car Traders Act (MTCA) 1986](https://consumeraction.org.au/submission-regulatory-review-of-the-motor-car-traders-act-mtca-1986/) - Consumer Action doesn't agree that the regulatory burden on motor traders is excessive. The second hand car market is a significant source of consumer detriment and warrants higher, not lower, standards of compliance.
- [ASIC’s strong action against discredited loan-shark Cigno, BSF Solutions and its directors applauded](https://consumeraction.org.au/asics-strong-action-against-discredited-loan-shark-cigno-bsf-solutions-and-its-directors-applauded/) - Consumer Action Law Centre and Financial Counselling Australia say they hope the Australian Securities and Investment Commission’s (ASIC) court action announced today against Cigno and BSF Solutions and their directors, will lead to a final ‘nail in the coffin’ for two of the country’s worst ‘credit’ providers. “Cigno and BSF Solutions are blatant in their
- [Consumer Action backs First Nations Voice and says ‘vote YES’](https://consumeraction.org.au/consumer-action-backs-first-nations-voice-and-says-vote-yes/) - Consumer Action Law Centre strongly supports a yes vote in the coming October 14 referendum. In 2017 Consumer Action officially supported the Uluru Statement from the Heart for acknowledgement in the Constitution and recommended treaties to bring about structural reform and social-economic improvement. https://youtu.be/bfv1sH8BOug On October 14 we accept the invitation to walk beside
- [In this cost-of-living crisis Telstra can do much better on hardship support](https://consumeraction.org.au/in-this-cost-of-living-crisis-telstra-can-do-much-better-on-hardship-support/) - The vast majority of Telstra customers will pay $5 per month more on their internet bills following price increases announced this week. Consumer Action Law Centre CEO Stephanie Tonkin said a growing number of families already stretched in a cost-of-living crisis don’t have a buffer to absorb these price rises, on top of recent price
- [ANALYSIS: Addressing and Preventing Legal Need](https://consumeraction.org.au/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 services and have taken steps to progress recommendations. Today we are publishing a new report entitled Addressing and Preventing Legal Need Relating to Credit,
- [Response to consultation paper 371 - Product intervention orders in credit](https://consumeraction.org.au/response-to-consultation-paper-371-product-intervention-orders-in-credit/) - This is a joint submission made on behalf of Consumer Action Law Centre, Financial Rights Legal Centre, Financial Counselling Australia, Indigenous Consumer Assistance Network, WEstjustice, The Salvation Army, Consumer Credit Legal Service WA, Victorian Aboriginal Legal Service and Redfern Legal Centre. We support and agree with the Australian Securities and Investment Commission's (ASIC) findings and
- [OPINION: Scammers raid Australians’ accounts while banks hands-off approach stings  ](https://consumeraction.org.au/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 2019 and 2022 reported scam losses via bank transfer in Australia increased by a staggering 200%. The Australian Competition and Consumer Commission (ACCC)’
- [ASIC action against debt vulture preying on people in financial hardship welcomed](https://consumeraction.org.au/asic-action-against-debt-vulture-preying-on-people-in-financial-hardship-welcomed/) - Consumer Action Law Centre has welcomed news that corporate watchdog the Australian Securities and Investments Commission (ASIC) is taking legal action against Bakken Holdings Pty Ltd, also known as Solve My Debt Now. Solve My Debt Now claims to offer help to people in financial hardship by negotiating with creditors to reduce their debts, but
- [REPORT: Insurers must lift their game and handle customer claims better especially for vulnerable consumers](https://consumeraction.org.au/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 resourcing to make their home insurance claims handling practices much better. The Report looks at data from more than 218,000 claims lodged between January and March 2022 from six insurers that cover
- [Complaints about financial firms to AFCA skyrocket as thousands of Australians left behind    ](https://consumeraction.org.au/complaints-about-financial-firms-to-afca-skyrocket-as-thousands-of-australians-left-behind/) - The Australian Financial Complaints Authority (AFCA) has revealed that consumers in dispute with financial firms lodged a record 96,987 complaints in the past 12 months, an unprecedented rise of 34 per cent on the previous financial year. Consumer Action CEO Stephanie Tonkin said the big jump in complaints to AFCA about financial service providers is
- [Banning telemarketing under the Victorian Energy Upgrades program](https://consumeraction.org.au/banning-telemarketing-under-the-victorian-energy-upgrades-program/) - We strongly support the Minister’s intention to introduce a ban on telemarketing within the VEU program. We have long advocated for bans on telemarketing (as well as doorknocking) as inherently problematic sales channels, particularly in relation to the sales of energy-related products and services. We first identified problematic unsolicited selling in a joint paper with
- [Feedback on standard draft decisions: 2023 Water Price Review](https://consumeraction.org.au/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 Review. Consumer Action has actively engaged throughout the 2023 price review, including through meetings with staff from the water businesses and the ESC, attendance at
- [Energy Assistance Report 3rd Edition](https://consumeraction.org.au/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 2023. Victorians are increasingly struggling to afford their energy costs with the average energy debt among Victorian callers to the National Debt Helpline (NDH) in 2022 43%
- [Good news: Predatory lenders Cigno and BHF won’t escape justice ](https://consumeraction.org.au/good-news-predatory-lenders-cigno-and-bhf-wont-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 hope will be the final ‘nail in the coffin’ for these predatory lenders. So said Consumer Action CEO Stephanie Tonkin on hearing the
- [‘Claim denied’: Report highlights insurance industry’s systemic failure](https://consumeraction.org.au/claim-denied-report-highlights-insurance-industrys-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 appeal. “Incorrectly denying people’s claims citing ‘wear and tear’ or ‘lack of maintenance’, is wrong and causes incredible distress to the people on the
- [REPORT: More support needed to help Victorians households manage power bills  ](https://consumeraction.org.au/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 to miss out on the help they are entitled to. The report, Energy Assistance Report (3rd edition): Understanding the experience of Victorians dealing with energy
- [Albanese Government's new consumer safeguards for telco customers doing it tough welcomed](https://consumeraction.org.au/albanese-governments-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 customers doing it tough as the cost-of-living crisis bites. Minister Rowland said today she will direct the Australian Communications and Media Authority (ACMA) to make an enforceable
- [Australian scam victims left behind as UK puts responsibility on banks to reimburse customers  ](https://consumeraction.org.au/australian-scam-victims-left-behind-as-uk-puts-responsibility-on-banks-to-reimburse-customers/) - In a world first, the UK Parliament this week passed legislation that will protect banking customers from the losses they experience as a direct result of being tricked by scammers. British banks and other payment providers will now be legally liable to reimburse the vast majority of their customers for scam losses that occur via
- [AFCA Rules and Operational Guidelines – Proposed Amendments](https://consumeraction.org.au/afca-rules-and-operational-guidelines-proposed-amendments/) - Thank you for the opportunity to respond to the proposed amendments to the Australian Financial Complaints Authority’s (AFCA) complaint resolution scheme rules (Rules) and Operational Guidelines (Guide). Ensuring AFCA continues to be a fair and accessible dispute resolution body for consumers is of vital importance for consumers. Consumer Action Law Centre (Consumer Action) sees the
- [AFCA’s approach to claims for non-financial loss](https://consumeraction.org.au/afcas-approach-to-claims-for-non-financial-loss/) - Consumer Action is responding to the proposed amendments to the Australian Financial Complaints Authority’s (AFCA) approach to non-financial loss claims (Amended Approach). We generally support the goal of providing additional guidance to help clarify the scale of non-financial loss that AFCA may award. However, we have some significant concerns, set out in our submission, about
- [NAB customers on notice that using NAB bank accounts as a tool of financial abuse will not be tolerated](https://consumeraction.org.au/nab-customers-on-notice-that-using-nab-bank-accounts-as-a-tool-of-financial-abuse-will-not-be-tolerated/) - Consumer Action Acting CEO Tania Clarke has welcomed the announcement today by National Australia Bank (NAB) updating its terms and conditions (T&Cs) that puts NAB customers, who use NAB accounts as a “tool of abuse” on notice. "{In doing this NAB has announced it will take strong action which is the right thing to do
- [One million telco complaints: ACCC calls for stronger regulations for nation’s most distrusted industry](https://consumeraction.org.au/one-million-telco-complaints-accc-calls-for-stronger-regulations-for-nations-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 as the Australian Competition and Consumer Commission (ACCC) reports it has no confidence that the Telecommunication Protections (TCP) Code will protect vulnerable consumers
- [Submission to the NDIS Review](https://consumeraction.org.au/submission-to-the-ndis-review/) - As part of Consumer Action’s NDIS project, we prioritise data collection and analysis for clients calling our advice lines with NDIS related matters. Concerningly, our casework reveals that NDIS participants often receive goods and services through their NDIS funding that breach Australian Consumer Law (ACL) and do not meet their needs. NDIS participants may also
- [REPORT: Telco industry has ‘failed on almost every level’ to protect and support vulnerable customers](https://consumeraction.org.au/report-telco-industry-has-failed-on-almost-every-level-to-protect-and-support-vulnerable-customers/) - This latest report by the Telecommunications Ombudsman (TIO) published today, Time for Change is shocking to read and makes it clear that industry self-regulation has failed on almost every level when it comes to protecting and providing support for consumers experiencing vulnerability. “The evidence is overwhelming, the Government must introduce enforceable regulations for consumers if
- [Consumer groups welcome Knock to Stay Connected customer code for energy companies](https://consumeraction.org.au/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 visit people at risk of disconnection and encourages them to outline the support and referral services available if the customer is having payment difficulties,
- ["Protect people from harm": Consumer groups respond to BNPL reform announcement](https://consumeraction.org.au/protect-people-from-harm-consumer-groups-respond-to-bnpl-reform-announcement/) - Consumer groups and financial counsellors have said that the Government’s plans for regulation of the buy now, pay later (BNPL) sector announced today will need to include strong requirements for lenders to ensure that loans are safe and suitable regardless of the size of the loan in order to protect people from harm. Assistant Treasurer
- [More support needed for Victorian households as cost of default prices for electricity will increase by 25%](https://consumeraction.org.au/more-support-needed-for-victorian-households-as-cost-of-default-prices-for-electricity-will-increase-by-25/) - The Essential Services Commission (ESC) has listened to consumer groups’ calls for a reduction of the proposed increase to the Victorian Default Offer (VDO) for energy in Victoria. However, today's announcement of a 25% increase in the VDO will be challenging for Victorian households already struggling with rising costs of living. For an average household,
- [New Anti-Scam centre funding welcomed but will it help Bill who lost $20,000?](https://consumeraction.org.au/new-anti-scam-centre-funding-welcomed-but-will-it-help-bill-who-lost-20000/) - 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 for the many thousands of Australians who have been scammed and received little or no help from their banks. “We speak to people
- [REPORT: Telcos still not doing enough for customers  ](https://consumeraction.org.au/report-telcos-still-not-doing-enough-for-customers/) - A new report from the Telecommunications Industry Ombudsman has revealed that the telco industry is still not doing enough to help people suffering from financial hardship. Consumer Action's David Hofierka says that the report shows that between January and March this year more than 3000 people were not assisted by their telco provider even after
- [Hundreds of thousands of telco customers cut off as 2.4 million Australians struggle to pay telco bills](https://consumeraction.org.au/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 customers had their services disconnected while more than 2.4 million people struggled to pay their telco bills. That’s according to a shocking report today from
- [New code will improve outcomes for Victorian consumers](https://consumeraction.org.au/new-code-will-improve-outcomes-for-victorian-consumers/) - Consumer Action Law Centre welcomes the announcement from Solar Victoria that all solar photo voltaic (PV) and battery retailers participating in their Solar Homes and Solar for Business programs will be required to be signatories to the New Energy Technology Consumer Code (NETCC). The NETCC sets out consumer protection standards across a range of new energy
- [ACMA finds Telstra wrongfully cut off 5,400 vulnerable customers, proving stronger laws are needed](https://consumeraction.org.au/acma-finds-telstra-wrongfully-cut-off-5400-vulnerable-customers-proving-stronger-laws-are-needed/) - “Instead of offering fair and suitable hardship arrangements to support customers struggling to pay their bills, Telstra and other telco providers continue to breach their own industry rules by cutting off customers without consequence,” says Stephanie Tonkin, CEO of Consumer Action Law Centre. “In the midst of the worst cost-of-living crisis in a generation, it’s
- [Australia’s banks failing customers by placing all the burden of the scams crisis on them says damning ASIC report ](https://consumeraction.org.au/australias-banks-failing-customers-by-placing-all-the-burden-of-the-scams-crisis-on-them-says-damning-asic-report/) - Australia’s four major banks are failing their customers by taking a ‘variable and…less mature’ approach to scams than expected, with ‘inconsistent and narrow approaches to determining liability’ as well as gaps in how they detect and stop scam payments, according to Report 761 today from the Australian Securities and Investment Commission (ASIC). “The Federal Government must intervene
- [Only a Federal Government mandate forcing banks to reimburse customers will solve growing scams crisis says Consumer Action](https://consumeraction.org.au/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 Australian Competition & Consumer Commissions (ACCC) Targeting Scams report published today on scam activity in 2022. “The huge scale of theft and losses revealed by the report demands that
- [Debt collection ban for social welfare recipients a step forward but ‘in-house’ approach must comply with Australian Consumer Law ](https://consumeraction.org.au/debt-collection-ban-for-social-welfare-recipients-a-step-forward-but-in-house-approach-must-comply-with-australian-consumer-law/) - Consumer Action Law Centre and Financial Counselling Australia have welcomed the Government’s announcement today banning the use of external debt collectors for social welfare recipients by Centrelink, and called for the Government’s new in-house debt recovery approach to strictly comply with Australian Consumer Law (ACL). “While it’s too late for the thousands of vulnerable Australians
- [Vic energy regulator urged to scale back proposed price hikes](https://consumeraction.org.au/vic-energy-regulator-urged-to-scale-back-proposed-price-hikes/) - Victoria's leading social, legal, financial and consumer rights' bodies have united to oppose a dramatic planned rise in power prices across Victoria. The state's independent energy regulator, the Essential Services Commission, is proposing a 31% increase to basic power bills this winter. Such an increase is both unjustified and dangerous, according to an alliance of
- [Exposure draft – consumer credit regulations](https://consumeraction.org.au/exposure-draft-consumer-credit-regulations/) - Consumer Action, and the various organisations from the Stop the Debt Trap Alliance, routinely advise and assist people who have multiple payday loans and/or consumer leases that they took on due to their financial hardship, but which only further entrench their situation. We are members of the Stop the Debt Trap Alliance, a broad group
- [Victorian Default Offer 2023-24 Draft Decision: We need a meaningful reduction to the proposed 31% increase](https://consumeraction.org.au/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, trusted and reasonably priced electricity option. However, given the cost-of-living pressures Victorians are currently facing, it is critically important that the VDO continues
- [Token crypto mapping consultation paper and the need for adequate protections and safeguards](https://consumeraction.org.au/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 “to improving the way Australia’s regulatory system manages crypto assets –to provide greater protections for consumers and keep up with technological developments” and for recognising the need
- [Anti-avoidance provisions for credit product intervention orders](https://consumeraction.org.au/anti-avoidance-provisions-for-credit-product-intervention-orders/) - This is a joint submission made on behalf of: • Consumer Action Law Centre • Financial Rights Legal Centre • Indigenous Consumer Assistance Network • Financial Counselling Australia • WEstjustice. We support the anti-avoidance rule for product intervention orders (Draft Bill) and the accompanying Explanatory Memorandum to the Draft Bill (EM and Draft EM), and
- [Now is the time to make positive reforms to bankruptcy laws say consumer advocates](https://consumeraction.org.au/now-is-the-time-to-make-positive-reforms-to-bankruptcy-laws-say-consumer-advocates/) - Consumer advocates around Australia have welcomed moves by Attorney-General Mark Dreyfus KC MP to reform bankruptcy laws. Last month, consumer advocates attended a Ministerial Roundtable on Personal Insolvency to discuss pressure points in the current system, critical reform areas and longer-term strategic challenges with the Attorney-General and stakeholders. “We strongly support the Attorney-General taking action
- [OPINION: Banks must use their windfall profits to tackle the scam crisis  ](https://consumeraction.org.au/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 than $33 billion, up from $28.5 billion last year. Commonwealth alone reported its biggest-ever half-year profit this month, at $5.15 billion, an increase of
- [Energy price hikes a further blow to families during cost-of-living crisis](https://consumeraction.org.au/energy-price-hikes-a-further-blow-to-families-during-cost-of-living-crisis/) - Energy price hikes announced today of more than 30 per cent in the Victorian Default Offer (VDO) draft determination, are yet another blow to families during the worst cost of-living crisis in a generation, says Stephanie Tonkin, CEO of Consumer Action. “The Victorian Default Offer (VDO) draft determination is slated to increase by 31% and
- [ACCAN report reveals massive telco failure to provide effective hardship support for those doing it tough to stay connected](https://consumeraction.org.au/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 Officer, Consumer Action. Mr Hofierka was commenting on a survey report of 1000 consumers released yesterday by the Australian Communications Consumer Action Network (ACCAN). The
- [Scams must be stopped: Westpac alerts for mis-matched payments and money transfer measures welcomed ](https://consumeraction.org.au/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 the plague of online scams.” Westpac has said it will begin to alert its customers of a potential account name mismatch for payments, or if a
- [A Strategic Plan for the Payments System](https://consumeraction.org.au/a-strategic-plan-for-the-payments-system/) - We consider the safety and resilience of the payments system to require urgent attention and intervention and outline the reasons for this in our joint submission with Financial Rights Legal Centre. The increasing prevalence of fraud and scams operating within our payments system in particular is a major concern for the clients we represent. Our
- [Australian Securities and Investments Commission – inquiry into investigation and enforcement conduct](https://consumeraction.org.au/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 meaningful enforcement work that has been targeted at unethical, unprofessional and/or unlawful businesses causing harm to consumers. ASIC's interventions have improved consumer outcomes in financial services, provided
- [Draft Telecommunications (Infringement Notice Penalties) Determination 2022](https://consumeraction.org.au/draft-telecommunications-infringement-notice-penalties-determination-2022/) - We welcome the opportunity to comment on the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) consultation on the draft Telecommunications (Infringement Notice Penalties) Determination 2022 (the Determination). ` We have had the opportunity to review the submission from the Australian Communications Consumer Action Network (ACCAN) and formally endorse that submission. Read
- [OPINION: Banks, get tougher on scams](https://consumeraction.org.au/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 text message, a fake invoice or a phishing phone call, everyone is at the receiving end of increasingly sophisticated and
- [Consumer Action calling on banks to block payments to scammers and reimburse victims ](https://consumeraction.org.au/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 Tonkin was speaking after attending a round table meeting of Government, industry, and consumer advocates in Canberra, called by Minister for Financial Services, Stephen
- [PODCAST: "The best job I will ever have in my career," Gerard Brody on his 10 years as Consumer Action CEO](https://consumeraction.org.au/podcast-gerard-brody/) - PODCAST: In his last week as Consumer Action CEO, Gerard Brody sat down to reflect on some of his experiences at the centre. One of the most incredible aspects of Gerard's leadership is his calm and very kind demenour. What's his secret? "You've got to be light some days, and take things one step at
- [Code Governance Committee’s monitoring and compliance program for 2023-24 consultation](https://consumeraction.org.au/code-governance-committees-monitoring-and-compliance-program-for-2023-24-consultation/) - We are grateful for the opportunity to provide input to the Code Governance Committee’s (CGC) monitoring and compliance program for the 2023-24 financial year. In our submission we recommend that the CGC consider several areas relevant to the Code for monitoring or compliance work, based on trends we see in our casework relating to general
- [Increase in TIO complaints underlines need for stronger consumer protections ](https://consumeraction.org.au/increase-in-tio-complaints-underlines-need-for-stronger-consumer-protections/) - As the Telecommunications Industry Ombudsman (TIO) Quarter Two Complaints Report reveals a noticeable increase in complaints about telecommunications companies,” Consumer Action is reiterating its call for more effective consumer protections for the telco sector. The Report released today shows a 9.9 per cent increase in the number of complaints (17,903 in total) received between
- [Review of the Australian Finance Industry Association (AFIA) Buy Now Pay Later Code of Practice](https://consumeraction.org.au/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 organisations in Australia, representing a diverse range of consumer organisations, including most major national consumer organisations including Consumer Action Law Centre. The objectives of the
- [Inquiry into the extent and nature of poverty in Australia](https://consumeraction.org.au/inquiry-into-the-extent-and-nature-of-poverty-in-australia/) - Consumer Action’s financial counsellors and lawyers advise and assist people experiencing financial hardship and poverty on a daily basis. The data Consumer Action collects, as well as the reflections of our staff, reveal a large client base struggling with debts and the cost of living in Australia. In 2022, there were 6,494 contacts to our
- [Australia’s banks should follow CBA’s lead and introduce stronger measures to stop scams](https://consumeraction.org.au/australias-banks-should-follow-cbas-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 CallCheck are some of the customer verification systems Consumer Action and other consumer groups have been advocating for. Consumer Action CEO Stephanie Tonkin welcomed
- [Victorian Default Offer 2023-24: Consultation Paper](https://consumeraction.org.au/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 balance, we consider that the VDO has been, and continues to be, successful in its objective to provide, “…a simple, trusted and reasonably priced electricity option,”
- [Repeat offender Alinta Energy fined $380,000 for failing to help Victorians in dire need ](https://consumeraction.org.au/repeat-offender-alinta-energy-fined-380000-for-failing-to-help-victorians-in-dire-need/) - Consumer Action has welcomed the Essential Services Commission (ESC) imposing $380,000 in penalties on energy retailer Alinta Energy Retail Sales Pty Ltd (Alinta Energy) for failing to provide adequate assistance to customers in financial hardship. “It is appalling that Alinta Energy again ignored its legal obligations to help members of our community and right in
- [PODCAST: Hannah Dodd's advice for Consumer Action’s next Managing Lawyer 'be kind'](https://consumeraction.org.au/podcast-hannah-dodd/) - Hannah Dodd, Consumer Action's Managing Lawyer talks about her nearly five years at CALC, and what she is looking forward to in her new role at Australian Financial Complaints Authority. She talks very openly about her experience at Consumer Action, the highs and the stresses of what it was like working during the COVID lockdowns.
- [PODCAST: Why funeral insurance is a crap product and what you can do about it](https://consumeraction.org.au/podcast-philippa-heir/) - Philippa Heir is Managing Lawyer at Consumer Action, she is an expert in all things insurance. She says, in short, that funeral insurance is a crap product and makes no sense. "There are a number of problems with funeral insurance, as a person ages the premiums increase every year and can become unaffordable," Philippa says.
- [Regulate Buy Now, Pay Later like other credit products to boost customer safeguards, consumer groups say](https://consumeraction.org.au/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 sector proposed by a coalition of 15 consumer and legal groups. They are three of a raft of proposals by the group that
- [Treasury Options Paper, Regulating Buy Now Pay Later in Australia](https://consumeraction.org.au/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 Australia (link: https://treasury.gov.au/consultation/c2022-338372). Buy now, pay later credit products exploit loopholes in Australia’s credit law to sell people into unaffordable debt. This unregulated credit
- [Financial Counselling Industry Funding Model](https://consumeraction.org.au/financial-counselling-industry-funding-model/) - Consumer Action Law Centre and Financial Rights Legal Centre have made a joint submission to the Department of Social Services Discussion Paper on the proposed Financial Counselling Industry Funding Model. Read the full submission (PDF).
- [High Court dismisses last ditch appeal by rogue lender ](https://consumeraction.org.au/high-court-dismisses-last-ditch-appeal-by-rogue-lender/) - Consumer advocates have welcomed the dismissal by the High Court of a special leave application by Cigno Pty Ltd (Cigno) and BHF Solutions Pty Ltd (BHFS) against the Full Federal Court’s finding in enforcement proceedings brought by corporate regulator the Australian Securities and Investments Commission (ASIC). Cigno and BHFS sold small amount loans using a
- [Energy price caps welcomed, but bill relief needs to reach those doing it toughest in cost-of-living crisis](https://consumeraction.org.au/energy-price-caps-welcomed-but-bill-relief-needs-to-reach-those-doing-it-toughest-in-cost-of-living-crisis/) - Consumer Action Law Centre has welcomed today’s passing of the Competition and Consumer Amendment (Gas Prices) Bill 2022, which will cap gas prices and deliver bill relief, as well as plans to support household electrification and energy efficiency. “This is a really positive development which will help households facing rising energy bills and alleviate some
- [Stephanie Tonkin appointed CEO of Consumer Action Law Centre](https://consumeraction.org.au/stephanie-tonkin-appointed-ceo-of-consumer-action-law-centre/) - The Consumer Action Law Centre board has appointed Stephanie Tonkin as CEO. Ms Tonkin will succeed current CEO Gerard Brody when he finishes at the beginning of February. Board Chair David Berry said the board are very excited to appoint Stephanie, who comes very well-qualified with significant experience across community legal centres and justice advocacy,
- [Robodebt Royal Commission: refer debt collection misconduct to the ACCC](https://consumeraction.org.au/refer-debt-collection-misconduct-to-the-accc/) - Consumer Action has partnered with Financial Counselling Australia and Economic Justice Australia to make a submission to the Royal Commission into the Robodebt Scheme. The submission asks the Royal Commission to consider a formal referral of third-party debt collectors to the Australian Competition and Consumer Commission for investigation as to whether they have breached the
- [Revision to Banking Code of Practice needs teeth to really help those doing it tough](https://consumeraction.org.au/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 Australian Banking Association (ABA) has published its response to the 2021 Independent Review of the Banking Code of Practice today, authored by Mike Callahan. The banks propose
- [Opinion: Equity must be central to gas market intervention](https://consumeraction.org.au/opinion-equity-must-be-central-to-gas-market-intervention/) - An edited version of this opinion piece was published in The Guardian on 5 December 2022 The Treasurer Jim Chalmers is set to intervene in the gas market to push down very high bills, likely through capping wholesale gas prices and also the price of goal. Various regulators and energy bodies will be providing advice
- [Financial Services Legislation Inquiry –Interim Report B](https://consumeraction.org.au/financial-services-legislation-inquiry-interim-report-b/) - Consumer Action has joined with Financial Rights Legal Centre and Redfern Legal Centre to make a submission to the Australian Law Reform Commission in response to its Financial Services Legislation Inquiry (Interim Report B). Consumer representatives broadly endorse the legislative model for financial services proposed by the ALRC which should aid transparency and ease-of-understanding of
- [Consumer protections for high-cost and harmful payday loans and consumer leases finally pass Parliament ](https://consumeraction.org.au/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 into payday loans and consumer lease debt traps. The Financial Sector Reform Bill 2022 has finally passed after 6 years of advocacy by the Stop the Debt
- [ Water prices a welcome relief but hardship concerns remain](https://consumeraction.org.au/water-prices-a-welcome-relief-but-hardship-concerns-remain/) - Consumer Action has welcomed the price proposals from Victorian water businesses for the period 2023-28 in a submission to the Essential Services Commissions Initial Feedback: 2023-28 Water Price Review. “At this time of cost-of-living crisis, we're very pleased to see falling or steady prices proposed by most water businesses as well as investment in hardship
- [Initial feedback: 2023-28 Water Price Review](https://consumeraction.org.au/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 this human rights obligation is the affordability of water services, particularly for those customers experiencing financial hardship and vulnerability. Water prices are a significant
- [Retirement Villages Amendment Bill 2022 Exposure Draft](https://consumeraction.org.au/retirement-villages-amendment-bill-2022-exposure-draft/) - Retirement living is an important option for many older Victorians. The proposed Retirement Villages Amendment Act includes some positive measures that will improve consumer protection standards. Our submission on the Exposure Draft Bill primarily argues that, in place of the proposed dispute resolution officer, the Victorian Government establish an independent Housing Ombudsman which would include
- [Dodgy rent-to-buy houses scheme leads to jail](https://consumeraction.org.au/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, fraudulent bank loans were obtained for people who’d signed up to Becker’s vendor finance or lease option agreements. Consumer Action Director
- [‘A matter of urgency’: Community sector calls on Senate to pass the Financial Sector Reform Bill now](https://consumeraction.org.au/a-matter-of-urgency-community-sector-calls-on-senate-to-pass-the-financial-sector-reform-bill-now/) - Community organisations that are part of the Stop the Debt Trap Alliance are urging the Senate not to further delay the Financial Sector Reform (FSR) Bill. The Bill needs to be passed as a matter of urgency in the remaining Parliamentary sitting days of 2022. Anglicare Australia, Consumer Action Law Centre, CHOICE, Financial Rights Legal
- [ACMA Telstra direction reveals weak and worrying gaps in its powers to regulate telecommunications ](https://consumeraction.org.au/acma-telstra-direction-reveals-weak-and-worrying-gaps-in-its-powers-to-regulate-telecommunications/) - Consumer advocates* are raising deep concerns about the ineffective framework for telco regulation in Australia following a direction from the Australian Communications Media Authority (ACMA) to Telstra regarding breaches of financial hardship rules. In the direction, the ACMA calls on Telstra to ‘comply with financial hardship rules’ in the Telecommunications Consumer Protections Code (TCP Code)
- [Protecting consumers of distributed energy resources](https://consumeraction.org.au/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 Water and Planning says that basic consumer protections would both mitigate harm that people are currently experiencing, as well offering protection into the future as
- [Buy now pay later changes must go all the way, consumer groups say](https://consumeraction.org.au/buy-now-pay-later-changes-must-go-all-the-way-consumer-groups-say/) - Buy now pay later (BNPL) products must be fully regulated as credit to protect consumers and put all credit providers on a level playing field, a coalition of consumer groups has said. The group, including CHOICE, financial counselling associations and consumer legal centres, has made the call as Treasury releases a consultation paper setting out
- [Quality of Advice Review](https://consumeraction.org.au/quality-of-advice-review/) - People who seek financial advice, including in relation to insurance, deserve to have confidence that it will be high-quality and free from conflict of interest. Despite this, conflicts of interest continue to contribute to widespread consumer harm in Australia. The Quality of Advice Review is presented with an opportunity to finish the work of the
- [Let’s pass the Finance Sector Reform Bill: The Stop the Debt Alliance strongly endorses Senate committee recommendation ](https://consumeraction.org.au/lets-pass-the-finance-sector-reform-bill-the-stop-the-debt-alliance-strongly-endorses-senate-committee-recommendation/) - The Stop the Debt Trap Alliance, a coalition of dozens of consume advocacy organisations from around Australia, including financial experts, community advocates and service providers has strongly endorsed a recommendation from the Senate Economics Legislation Committee that the Finance Sector Reform Bill 2022 (FSR Bill) be passed and called on it to happen as a matter
- [PODCAST: Katia Sanderson on impact and why it is important](https://consumeraction.org.au/podcast-katia-sanderson-on-impact-and-why-it-is-important/) - We hear alot about the increasing importance of measuring the impact of what we do at work, but what exactly are we 'measuring' and how can this analysis make a real and positive difference? Katia talks about how she got into the impact measuring gig at Consumer Action, and reflects on what she has learnt
- [Impacted by flood? Crucial tips about insurance to bear in mind](https://consumeraction.org.au/impacted-by-flood-crucial-tips-about-insurance-to-bear-in-mind/) - Consumer Action Managing Lawyer Philippa Heir is an expert in the complex law around insurance and at this critical time she gives the following tips for people whose homes have been impacted by the Victorian floods. “Your first priority must be the safety of you and your family,” she says. “Once this is sorted, get
- [“Time for the financial harms to stop”: Consumer groups urge Senate to quickly pass reforms on payday loans and consumer leases  ](https://consumeraction.org.au/time-for-the-financial-harms-to-stop-consumer-groups-urge-senate-to-quickly-pass-reforms-on-payday-loans-and-consumer-leases/) - Consumer Action is one of 20 community organisations strongly recommending that the consumer credit reforms in the Finance Sector Reform Bill (FSR Bill), relating to Small Amount Credit Contracts (SACC) and consumer leases, be passed by the Senate as a matter of utmost urgency. Advocates, financial counsellors, and people impacted are presenting their case today
- [Financial Sector Reform Bill 2022 - Compensation Scheme of Last Resort and Financial Accountability Regime](https://consumeraction.org.au/financial-sector-reform-bill-2022-compensation-scheme-of-last-resort-and-financial-accountability-regime/) - Consumer groups strongly support the passage of a well-designed Compensation Scheme of Last Resort (‘CSLR’) and Financial Accountability Regime (‘FAR’). These reforms are landmark recommendations of the Banking Royal Commission and are missing links in Australia’s financial services framework. This submission reiterates the key changes required to ensure the draft legislation is effective and achieves
- [Submission to Senate Economics Committee: Financial Sector Reform Bill 2022 - consumer credit reforms](https://consumeraction.org.au/submission-to-senate-economics-committee-financial-sector-reform-bill-2022-consumer-credit-reforms/) - The submission, on behalf of 20 community organisations, recommends that the consumer credit reforms in the Finance Sector Reform Bill (FSR Bill) relating to small amount credit contracts and consumer leases should be passed by the Senate, as a matter of priority. Our organisations routinely advise and assist people who have numerous payday loans or
- [Harvey-Norman and Latitude case alleging misleading ‘interest-free’ credit card promotions welcomed by consumer advocates](https://consumeraction.org.au/harvey-norman-and-latitude-case-alleging-misleading-interest-free-credit-card-promotions-welcomed-by-consumer-advocates/) - Consumer Action, Financial Rights Legal Centre and CHOICE have welcomed the Australian Securities and Investments Commission’s (ASIC) commencing legal action against Latitude Finance Australia and Harvey Norman Holdings for misleading interest free advertising in relation to credit cards promoted in Harvey Norman stores. Community lawyers and financial counsellors have assisted many clients struggling to pay
- [OPINION: Optus data breach underscores urgent need for reforms to protect Australians from scams](https://consumeraction.org.au/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 losses associated with scams and online fraud. The Australian Competition & Consumer Commission reported that a minimum of $2 billion was
- [People should get their money back quicker and more easily following new ASIC guidance, say consumer advocates  ](https://consumeraction.org.au/people-should-get-their-money-back-quicker-and-more-easily-following-new-asic-guidance-says-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 ensuring they repay losses companies have caused in a timelier fashion. Consumer Action CEO Gerard Brody welcomed the announcement saying it should deliver more effective redress to people
- [Quality of Advice Review: Proposals Paper](https://consumeraction.org.au/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 the financial, emotional, and social wellbeing of people across Australia. The Quality of Financial Advice Review’s (‘the Review’) Proposal Paper recommendations would weaken
- [TIO annual report reveals complaints about mobile services at five-year high](https://consumeraction.org.au/tio-annual-report-reveals-complaints-about-mobile-services-at-five-year-high/) - The Telecommunications Industry Ombudsman (TIO) annual report released today has revealed stark contrasts—while complaints about phone and internet services decreased in the year ending 30 June 2022, complaints about mobile services and poor coverage increased as a proportion of the total reaching a five-year high. While raw complaint numbers as a whole were down, mobile
- [Finally, time to Stop the Debt Trap!](https://consumeraction.org.au/finally-time-to-stop-the-debt-trap/) - Consumer advocates making up the Stop the Debt Trap coalition across Australia have welcomed the introduction of the Financial Sector Reform Bill 2022 which, among other things, enhances long overdue consumer protections for high-cost payday loans and consumer leases. A 2016 independent review of these types of high-cost credit arrangements recommended a range of reforms which are
- [With scams at crisis levels, banks and payment system providers must do more ](https://consumeraction.org.au/with-scams-at-crisis-levels-banks-and-payment-system-providers-must-do-more/) - Online and telephone scams targeting Australians are now at crisis levels and victims will continue to bear the burden of financial losses, which will only get worse without urgent action from government and the banks. That’s the message from consumer advocates to Ministers responsible for consumer affairs who are meeting in Adelaide on Friday. “It is
- [Quality of Advice Review proposal: A major step backwards in consumer financial protection](https://consumeraction.org.au/quality-of-advice-review-proposal-a-major-step-backwards-in-consumer-financial-protection/) - Consumer groups have responded to the Quality of Advice Review’s proposal to dismantle core consumer protections Quotes attributable to Consumer Action Law Centre CEO Gerard Brody “One of the six principles coming out of the Financial Services Royal Commission was ‘when acting for another, act in the best interest of the other’. With a history
- [Consumer Action board announces CEO departure](https://consumeraction.org.au/consumer-action-board-announces-ceo-departure/) - The board of Consumer Action Law Centre has announced that its CEO, Gerard Brody, will step down from the role after more than 11 years with the Centre. The board is pleased that Mr Brody will continue in the role during the coming months to support the transition to a new leadership for the leading
- [“A decade-long disgrace”: Thousands likely remain uncompensated by the Freedom Insurance Remediation program ](https://consumeraction.org.au/a-decade-long-disgrace-thousands-likely-remain-uncompensated-by-the-freedom-insurance-remediation-program/) - The Australian Securities and Investment Commission revealed today that it is likely thousands of customers remain entitled to an unclaimed refund from the Freedom Insurance Remediation Program. “Remediation programs should not mean people go uncompensated," said Cat Newton, Assistant Director Policy & Campaigns, Consumer Action. "This scheme was supposed to clean up the mess created
- [PODCAST: Josephine Beckhurst and the #SaveSorryBusiness Canberra Day of Action](https://consumeraction.org.au/podcast-dianne-dejanovic-consumer-actions-longest-serving-financial-counsellor-2/) - Josephine Beckhurst is a Yorta Yorta woman from Barmah in Victoria's north. Josephine and her family are among the many thousands of First Nations Australians ripped off by Youpla/ACBF, the funeral insurance fund that collapsed earlier this year. On August 3, #SaveSorryCampaign members went to Canberra to lobby Parliament and advocate for a redress scheme to
- [PODCAST: Dianne Dejanovic, Consumer Action's longest serving financial counsellor](https://consumeraction.org.au/podcast-dianne-dejanovic-consumer-actions-longest-serving-financial-counsellor-3/) - Dianne Dejanovic worked for 13 years as a financial counsellor on the National Debt Helpline at Consumer Action. She has helped thousands of people during her time and made a massive contribution to the financial counselling practice. She has also helped in advocacy to Government and people in power by fighting to get systemic change:
- [Presentation to Parliamentary inquiry on improving corporate engagement with First Nations consumers](https://consumeraction.org.au/presentation-to-parliamentary-inquiry-on-improving-corporate-engagement-with-first-nations-consumers/) - Consumer Action's Aboriginal Policy Officer Samantha Rudolph, and Director of Policy and Campaigns Katherine Temple spoke today at a Parliamentary Inquiry looking into ways of improving corporate engagement with First Nations consumers. Samantha gave an opening statement where she talked about the work Consumer Action does with community and the close and beneficial relationship we have with
- [Masa Tawalbeh: Law student and intern at Consumer Action](https://consumeraction.org.au/masa-tawalbel-law-student-and-intern-at-consumer-action/) - “Every time I work with someone at CALC, I truly get the sense that they care about my progress…”
- [Water Customer Service Codes Review](https://consumeraction.org.au/water-customer-service-codes-review/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback on the Essential Services Commission’s (the ESC) proposed amendments to the water customer service codes. Overall, we broadly support the amendments proposed by the ESC. As one of the operators of the National Debt Helpline (NDH) in Victoria, Consumer Action is well placed
- [Our Policy and Campaign Priorities for 2022-23](https://consumeraction.org.au/our-campaign-priorities-for-2022-23/) - Consumer Action has revealed its Policy and Campaign Priorities for 2022-23 with a refreshed focus on making the marketplace for consumers fairer. Director of Policy and Campaigns Tania Clarke said she was delighted to be able to announce the new policies and approach for the coming year which will continue to 'achieve impact towards our
- [Taxi Non-Cash Payment Surcharge Review 2022](https://consumeraction.org.au/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 in the Commission's Consultation Paper and suggests that the Commission adopts an approach that benchmarks the taxi non-cash payment surcharge to surcharges charged in the rest of
- [Wholesale energy upheaval should not push default electricity prices higher](https://consumeraction.org.au/wholesale-energy-upheaval-should-not-push-default-electricity-prices-higher/) - The Consumer Action Law Centre (Consumer Action) has written to Kate Symons, Chairperson of the Essential Services Commission (ESC), urging caution before accepting electricity retailer arguments to re-open the Victorian Default Offer (VDO). The VDO is the default rate for electricity prices set by the ESC and introduced by the Victorian Government after an independent review
- [Intense cost of living pressures make longstanding reforms to high-cost credit urgent](https://consumeraction.org.au/intense-cost-of-living-pressures-make-longstanding-reforms-to-high-cost-credit-urgent/) - An edited version of this opinion piece appeared in the Herald Sun on 19 July 2022 Way back in November 2016, the Turnbull Government announced that it would implement recommendations made by an independent expert panel to reduce the harm being caused by payday loans and consumer leases. Payday loans (or small amount credit contracts)
- [First step towards a resolution” Save Sorry Business Coalition welcomes initial response from government on Youpla/ACBF collapse](https://consumeraction.org.au/first-step-towards-a-resolution-save-sorry-business-coalition-welcomes-initial-response-from-government-on-youpla-acbf-collapse/) - The Save Sorry Business Coalition, which is supported by 130 organisations and almost 20,000 individuals, welcomes today’s Government announcement for the family of policy holders who have passed and who have been deeply affected emotionally and financially by the collapse of predatory funeral insurer, Youpla. The Minister for Indigenous Australians, Linda Burney, and Assistant Treasurer
- [Embedded networks ban promotes consumer choice and is a win for Victorians](https://consumeraction.org.au/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, is a win for tens of thousands of Victorians says Gerard Brody, CEO Consumer Action. “This is a really positive step which will mean more Victorians can
- [‘Telcos still behaving badly’: Report highlighting key drivers of customer complaints welcomed](https://consumeraction.org.au/telcos-still-behaving-badly-report-highlighting-key-drivers-of-customers-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 mis-selling of products in stores. The report “Investigating complaints about essential mobile services” identifies key problems driving complaints about mobile services. The findings mirror issues raised by
- [ASIC lending model ban on rogue lender Cigno applauded ](https://consumeraction.org.au/asic-lending-model-ban-on-rogue-lender-cigno-applauded/) - Consumer Action welcomed today’s announcement from the corporate regulator Australian Securities and Investments Commission (ASIC) that it will use its product intervention power to ban the excessively harmful lending models used by Cigno Pty Ltd (Cigno) and its lending partners. For years, Cigno has been offering short term loans using two-contract lending models in order
- [“Devastating cultural and financial impact”: First Nations communities in crisis after Youpla collapse](https://consumeraction.org.au/devastating-cultural-and-financial-impact-first-nations-communities-in-crisis-after-youpla-collapse/) - New data reveals the local communities hit hardest by predatory insurer as calls grow for urgent Federal Government action “The collapse of the predatory funeral fund Youpla (ACBF) is having a devastating cultural and financial impact on First Nations communities across Australia,” says Bettina Cooper, Aboriginal Financial Counsellor at Mob Strong Debt Help. New data*
- [Consumer and social service groups welcome community consultation on removing buy-now-pay-later and other credit loopholes](https://consumeraction.org.au/consumer-and-social-service-groups-welcome-community-consultation-on-removing-buy-now-pay-later-and-other-credit-loopholes/) - Key consumer and social service groups are welcoming the Federal Government’s announcement that the process of introducing better safeguards for buy now pay later (BNPL) and other credit products has now begun. This morning the Assistant Treasurer and Minister for Financial Services, Stephen Jones, has told participants at a conference that the consultation process has
- [Banks can do more to stop scams say consumer advocates ](https://consumeraction.org.au/banks-can-do-more-to-stop-scams-say-consumer-advocates/) - Australia’s banks can do much more to stop the plague of scams that is destroying families and costing the economy more than $2 billion annually. That’s the message from consumer advocates in response to the Australian Competition and Consumer Commission’s (ACCC) annual ‘Targeting Scams’ report released today. The report confirms that scams impacting Australians are
- [Consumer advocates praise court decision against Cigno loans](https://consumeraction.org.au/consumer-advocates-praise-court-decision-against-cigno-loans/) - Consumer advocates have welcomed a Full Federal Court decision striking down a credit law avoidance strategy used by Cigno Pty Ltd and BHF Solutions. For years, fringe lender Cigno has preyed upon consumers in financial hardship, signing people up to short-term personal loan arrangements using lending models that sought to fall within exemptions to national
- [Commit to a lemon car ombudsman in November election say consumer advocates](https://consumeraction.org.au/commit-to-a-lemon-car-ombudsman-in-november-election-say-consumer-advocates/) - Consumer Action Law Centre and WEstJustice Western Community Legal Centre are calling on the Victorian Government to make a solid commitment, ahead of the upcoming Victorian election in November, to implement a lemon car ombudsman in 2023. “It’s a shocking fact that every year thousands of Victorian families and livelihoods are shattered because we don’t
- ['Time for a change': Why Megan became a financial counsellor](https://consumeraction.org.au/time-for-a-change-why-megan-became-a-financial-counsellor/) - Megan Goodwin is a financial counsellor who joined Consumer Action at the end of 2020.
- [Claude Von Arx talks about his first year as a financial counsellor](https://consumeraction.org.au/claude-von-arx-talks-about-his-first-year-as-a-financial-counsellor/) - Claude Von Arx joined Consumer Action in August 2020 in the middle of the Melbourne COVID lockdown.
- [Penelope Hill talks about her wonderful career in financial counselling](https://consumeraction.org.au/penelope-hill-talks-about-her-career/) - “Thank you to all my colleagues, past and present… it’s been a wonderful privilege to have worked with you all,” she says. Penelope Hill worked at Consumer Action for 13 years as a crucial part of the financial counselling practice. On the eve of her retirement she talked about her career, how she started her
- [Government’s commitment to regulate buy now pay later products welcomed](https://consumeraction.org.au/governments-commitment-to-regulate-buy-now-pay-later-products-welcomed/) - Key consumer and community groups are welcoming comments by the new Minister for Financial Services, Stephen Jones, that the Government will move to regulate buy now pay later (BNPL). Minister Jones made the comments in The Guardian, saying, “let’s start working on regulating [them] within the credit space.” Financial Counselling Australia (FCA), CHOICE, Anglicare Australia,
- [ASIC litigation against payday lender: new Federal Government must deliver overdue reform](https://consumeraction.org.au/asic-litigation-against-payday-lender-new-federal-government-must-deliver-overdue-reform/) - Consumer Action has welcomed the Australian Securities and Investment Commission’s (ASIC) announcement that it is suing Sunshine Loans for breaches of the National Credit Code for charging unlawful fees on small amount credit contracts (or payday loans). ASIC alleges that Sunshine Loans charged thousands of borrowers a fee to reschedule the date a repayment on
- [Opinion: Victoria needs a fair default offer for household gas supply](https://consumeraction.org.au/opinion-its-time-the-victorian-government-set-a-fair-default-offer-for-household-gas-supply/) - Reports of gas bills to rise by $150 per annum adds unwanted pressure to Victorian household budgets, when inflationary pressures are already biting.* Over a long period, unfair market tactics have meant Victorians have paid too much for electricity and gas. Helpfully, reforms to the pricing of electricity have been effective, and have led to
- [Electricity disconnections on the rise as gaps in support for families revealed](https://consumeraction.org.au/electricity-disconnections-on-the-rise-as-gaps-in-support-for-families-revealed/) - Amidst worrying reports of rising energy prices, Consumer Action is calling for energy retailers to do more to help families and people who fall into difficultly with their bill payments, leading to debt and ultimately disconnection. The call comes as the Essential Services Commission (ESC) released its findings on the implementation of the Payment Difficulty
- [Crypto: As risky as gambling and a haven for scams that demands action](https://consumeraction.org.au/crypto-as-risky-as-gambling-and-a-haven-for-scams-that-demands-action/) - Consumer Action is calling for meaningful protections from scams to apply to businesses operating in the crypto sector. The call comes in a submission to the Treasury’s consultation paper Crypto asset secondary service providers: Licensing and custody requirements, in which Treasury proposes options to introducing regulation for crypto market players. “Government regulation of crypto effectively
- [Crypto asset secondary service providers consultation paper](https://consumeraction.org.au/crypto-asset-secondary-service-providers-consultation-paper/) - Consumer Action broadly supports the intention of the Government to introduce regulation to oversee the rapidly growing crypto asset environment. The crypto marketplace currently poses significant risk to consumers in numerous ways, and there is a pressing need for a regulatory regime that provides adequate protections and safeguards. At a high level, the licensing of
- [Retailer authorisation and exemption review: Issues Paper](https://consumeraction.org.au/retailer-authorisation-and-exemption-review-issues-paper/) - Consumer Action Law Centre welcomes the opportunity to comment on the Australian Energy Regulator’s (the AER) Issues Paper as part of its review of the retailer authorisation and exemption frameworks set out in the National Energy Retail Law (Retail Law). We are supportive of the review’s objective to ensure the consumer protection framework is fit
- [Telcos are an essential service and must step up to help customers in need  ](https://consumeraction.org.au/telcos-are-an-essential-service-and-must-step-up-to-help-customers-in-need/) - Consumer Action has welcomed the Statement of Expectations today from the Australian Communications and Media Authority (ACMA) setting out clarity for telcos on assisting customers experiencing vulnerability—part of the industry’s obligations in the Telecommunications Consumer Protection Code. The legal centre strongly endorses the focus on ensuring telcos are assisting customers experiencing vulnerability including those in financial
- [We're hiring!  Campaigns and Advocacy Advisor](https://consumeraction.org.au/were-hiring-campaigns-and-advocacy-advisor/) - Campaigns and Advocacy Advisor About the role Work for one of Australia’s leading not-for-profit consumer advocacy organisations, that makes life easier for people experiencing vulnerability and disadvantage. This is a unique role for an experienced campaigner. The successful applicant will get to work with Consumer Action’s leading policy minds, consumer lawyers and financial counsellors to
- [We're hiring! A Solicitor](https://consumeraction.org.au/were-hiring-a-solicitor/) - Solicitor About the role Consumer Action is one of Australia’s leading not-for-profit consumer advocacy organisations, that makes life easier for people experiencing vulnerability and disadvantage. The solicitor will conduct legal casework, participate in outreach and training activities and provide assistance to advice line callers. The successful applicant will be a part of a high impact
- [We're hiring! A Senior Solicitor](https://consumeraction.org.au/were-hiring-a-senior-solicitor/) - Senior Solicitor About the role Consumer Action is one of Australia’s leading not-for-profit consumer advocacy organisations, that makes life easier for people experiencing vulnerability and disadvantage. The senior solicitor will conduct legal casework, participate in outreach and training activities and provide specialist advice to advice line callers. The successful applicant will be a part of
- [We're hiring! Senior Policy Officer – Energy](https://consumeraction.org.au/were-hiring-senior-policy-officer-energy/) - Senior Policy Officer – Energy About the role Work for one of Australia’s leading not-for-profit consumer advocacy organisations, that makes life easier for people experiencing vulnerability and disadvantage. The senior policy officer will work within the Policy and Campaigns Team to provide policy analysis, research and strategic advice with a focus on consumer issues in
- [We're Hiring! A Director of Financial Counselling](https://consumeraction.org.au/were-hiring-a-director-of-financial-counselling/) - Director of Financial Counselling About the role Consumer Action Law Centre has a vacancy for a Director of Financial Counselling. Reporting to the CEO you'll be leading our Financial Counselling Team with responsibility the provision of accessible, high quality financial counselling services to consumers and workers and to bring about broader change through the integration of
- [We're Hiring! A Financial Counsellor](https://consumeraction.org.au/were-hiring-a-financial-counsellor/) - Are you a Financial Counsellor looking to have real impact in driving systemic change? At Consumer Action Law Centre, our vision is a just marketplace where people have power and business plays fair. If you want to work with a great group of people who help people, and you’re either a qualified financial counsellor, or studying financial counselling, we would
- [Joint consumer submission on the Independent TIO Review](https://consumeraction.org.au/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 feedback and case studies received from residential and small business consumers, consumer advocates, financial counsellors, and community organisations that have experience dealing with TIO matters. Phone and internet complaints
- [Review of the Victorian Default Offer Order in Council](https://consumeraction.org.au/review-of-the-victorian-default-offer-order-in-council/) - Consumer Action Law Centre welcomes the opportunity to comment on the Victorian Government’s review of the Order in Council (the Order) that was used to give effect to the Victorian Default Offer (the VDO). We have long supported the recommendation of the Independent Review of the Electricity & Gas Retail Markets in Victoria (known as
- [Rachna Bowman on the central role of language in financial counselling](https://consumeraction.org.au/rachna-bowman-on-the-central-role-of-language-in-financial-counselling/) - “I see the demeanour change when speaking to people in their own language,” she says. Rachna Bowman is a Senior Practitioner of Financial Wellbeing working at South East Community Links. She has been assisting Financial Counselling Victoria (FCVic) with a project helping to create language resources for cultural and linguistically diverse (CALD) communities. “I see
- [Youpla collapse to fuel ‘trauma and intergenerational debt’ for Indigenous families across Australia](https://consumeraction.org.au/youpla-collapse-to-fuel-trauma-and-intergenerational-debt-for-indigenous-families-across-australia/) - A coalition of over 125 organisations has released an open letter to both major parties calling for urgent action to prevent more than ten thousand Aboriginal and Torres Strait Islander families from being denied the dignity of a culturally appropriate funeral and grieving period due to the collapse of funeral insurance provider Youpla. For almost
- [Victorian Default Offer electricity tariffs 2022-23](https://consumeraction.org.au/victorian-default-offer-electricity-tariffs-2022-23/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Services Commission’s (the ESC) Draft Decision for Victorian Default Offer (the VDO) tariffs to apply for the period 1 July 2022 to 30 June 2023 (the draft decision). We note that the ESC has essentially used the same approach in this
- [Victorian Property Market Review](https://consumeraction.org.au/victorian-property-market-review/) - Consumer Action has provided a submission to the Victorian Property Market Review. The review is an important opportunity to improve property market laws to support Victorians to have fairer and easier access to the housing market. Our submission makes a range of recommendations, including: - improving to property market information and under-quoting reforms; - enhancing
- [ASIC litigation against fictitious high-cost ‘leases’ protects against exploitation](https://consumeraction.org.au/asic-litigation-against-fictitious-high-cost-leases-protects-against-exploitation/) - Consumer Action has welcomed the Australian Securities and Investment Commission’s (ASIC) announcement that it has sued Rent4Keeps and Layaway Depot for breaches of the National Credit Code involving high cost ‘lease’ arrangements. “We regularly hear from people who have been signed up to excessively expensive and misleading ‘consumer lease’ arrangements that require them to pay
- [Water is an essential service and must remain affordable for everyone](https://consumeraction.org.au/water-is-an-essential-service-and-must-remain-affordable-for-everyone/) - Consumer Action Law Centre has written to the Chairs and Managing Directors of the Victorian water corporations about the impending 2023 Water Price Review, urging them to prioritise affordability so that all Victorians can continue to exercise their fundamental right to water. “All Victorians have the right to enjoy access to safe, reliable water supplies,
- [Advertisement – Consumer Action Law Centre board director (voluntary)](https://consumeraction.org.au/consumer-action-law-centre-board-director/) - Consumer Action Law Centre has two vacancies for volunteer Non-Executive Directors to join its board to contribute to the governance, strategy, purpose, financial wellbeing and sustainability of the organisation.
- [An evaluation of our Consumer Advice Service](https://consumeraction.org.au/an-evaluation-of-our-consumer-advice-service/) - The Consumer Advice Service (“CAS”or“the service”) is a free telephone legal advice service run by Consumer Action Law Centre(“Consumer Action”) for people living in Victoria. Lawyers delivering the CAS provide information, advice, self-help resources and referrals by phone and email to people with consumer, credit, debt and insurance problems. While any person living in Victoria
- [The Australian Communication and Media Authority's compliance priorities 2022-23](https://consumeraction.org.au/the-australian-communication-and-media-authoritys-compliance-priorities-2022-23/) - The impact of COVID-19 and lockdowns during 2021 underscored the essential nature of telecommunications, as well as the effect of poor telecommunications practices on people experiencing vulnerability, including financial disadvantage. Consumer Action Law Centre (Consumer Action) and WEstjustice have had the opportunity to review the submission from the Australian Communications and Consumer Action Network (ACCAN),
- [US Consumer Financial Protection Bureau's Inquiry into Buy-Now-Pay-Later (BNPL) Providers](https://consumeraction.org.au/us-consumer-financial-protection-bureaus-inquiry-into-buy-now-pay-later-bnpl-providers/) - While there have always been various forms of instalment credit products in the marketplace, Buy Now, Pay Later (BNPL) is a uniquely Australian invention, that has now been exported around the world. As Australian based consumer groups, we are therefore well placed to comment on the product and its impact on Australian consumers. Our casework
- [US Government urged NOT to follow Australia’s lead with self-regulation of buy now pay later products](https://consumeraction.org.au/us-government-urged-not-to-follow-australias-lead-with-self-regulation-of-buy-now-pay-later-products/) - Australian consumer groups have warned the USA’s chief consumer regulator, the Consumer Financial Protection Bureau (CFPB), about major flaws in the self-regulation of buy now pay later (BNPL) products. Financial Counselling Australia (FCA) and the Consumer Action Law Centre (CALC) have made a submission to an inquiry into BNPL in the US, being conducted by
- [Options Paper: Possible reforms to the bankruptcy system](https://consumeraction.org.au/options-paper-possible-reforms-to-the-bankruptcy-system/) - This joint submission to the Attorney General's Department is made by Consumer Action and Financial Rights Legal Centre. It is staggering that the Government is proposing to roll back its own highly successful reform, implemented only in 2019, to limit the default term of debt agreements to three years. Any attempt to extend the default
- [Failure in Government policy sees First Nations peoples lose millions in funeral fund collapse](https://consumeraction.org.au/failure-in-government-policy-sees-first-nations-peoples-lose-millions-in-funeral-fund-collapse/) - A coalition of community organisations which work with First Nations consumers and consumer groups are calling on the Australian Government to step in to assist policyholders who have been devastated by the sudden collapse of Aboriginal Community Benefit Fund, which traded as Youpla. Around 15,000 First Nations policyholders and their families have been left unable
- [More than $2billion lost as redress system fails scammed Aussies](https://consumeraction.org.au/more-than-2billion-lost-as-redress-system-fails-scammed-aussies/) - Today is World Consumer Rights Day, which this year focuses on the need for fairer digital finance for all, including better protection from online scammers. New analysis from Consumer Action reveals that Australians—who are now losing more than $2billion annually to scammers—are also failing to get the proper redress they deserve when they make a
- [Punish companies when they fail to give a repair, replacement or refund](https://consumeraction.org.au/punish-companies-when-they-fail-to-give-a-repair-replacement-or-refund/) - Consumer Action, CHOICE, CCLSWA and WEstjustice are backing Treasury’s recent proposal to penalise businesses who don’t provide a repair, replacement or refund to a consumer when one is due. Fining businesses that don’t comply with the law will make it easier for consumers to fix faulty goods and services say the groups. The Australian Consumer Law
- [Consultation Paper 350: Consumer Remediation](https://consumeraction.org.au/consultation-paper-350-consumer-remediation/) - The following organisations have contributed to and endorsed this submission:• Consumer Action Law Centre, Financial Rights Legal Centre, and Super Consumers Australia. We support a continuing focus on consumer remediation by the Australian Securities and Investment Commission (ASIC) in its enforcement. Effective remediation programs are an essential part of the financial services system, enabling timely
- [ALRC Report 137: Submission to Interim Report A](https://consumeraction.org.au/alrc-report-137-submission-to-interim-report-a/) - The Australian Law Reform Commission’s (ALRC) first Interim Report as part of a three-year review of complexity in Commonwealth legislation regulating corporations and financial services, has been tabled in Parliament. This Interim Report focuses in particular on the use and design of definitions in legislation. The Commission sought feedback on 16 proposals, and 8 questions
- [Calls for stripping Sumo Power’s energy licence & compensation for those wrongly disconnected](https://consumeraction.org.au/calls-for-stripping-sumo-powers-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 wrongfully disconnected by the company. The call comes after the ESC announced on 7 February 2022 that Sumo had paid a penalty** of $500,000 after the alleged wrongful disconnection
- [Improving the effectiveness of the consumer guarantee and supplier indemnification provisions under the Australian Consumer Law](https://consumeraction.org.au/improving-the-effectiveness-of-the-consumer-guarantee-and-supplier-indemnification-provisions-under-the-australian-consumer-law/) - Consumers expect to purchase products that work, and when they don’t work people should be easily able to enforce their consumer guarantee rights. We welcome the opportunity to provide comments to the Commonwealth Treasury’s Consultation Regulation Impact Statement (‘CRIS’) on options for improving the effectiveness of the consumer guarantee and supplier indemnification provisions under the
- [Inhumane energy disconnections must end: $500K Sumo Power fine](https://consumeraction.org.au/inhumane-energy-disconnections-must-end-500k-sumo-power-fine/) - Consumer Action has welcomed the Essential Services Commission (ESC) imposing $500,000 in penalties on energy retailer Sumo Power Pty Ltd for wrongfully disconnecting hundreds of families in the lead up to Christmas 2020, smack in the middle of the COVID 19 pandemic. “In December 2020 we received calls to our helpline from distressed individuals who
- [Banking Code Compliance Priorities 2022-23](https://consumeraction.org.au/banking-code-compliance-priorities-2022-23/) - The Banking Code Compliance Committee’s (BCCC) administration and enforcement of the Banking Code of Practice (the Code) is a key aspect of regulatory oversight in the banking sector. The BCCC’s monitoring and enforcement activities have helped improve consumer experiences in recent years. However, we still regularly see consumer harm caused as a result of non-compliance
- [Quality of financial advice review–Draft Terms of Reference](https://consumeraction.org.au/quality-of-financial-advice-review-draft-terms-of-reference/) - Conflicted remuneration is the root cause of many of the problems uncovered by the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry (Royal Commission). The Advice Review is a critical opportunity to end conflicted remuneration in financial advice and insurance for good. The Draft TOR states the Government is commissioning the
- [Hayne Royal Commission findings on conflicted remuneration forgotten by Federal Government in long-awaited review](https://consumeraction.org.au/hayne-royal-commission-findings-on-conflicted-remuneration-forgotten-by-federal-government-in-long-awaited-review/) - Consumer Advocates are calling for an urgent rewrite of the Federal Government’s Draft Terms of Reference (Draft TOR) for the Quality of Financial Advice Review (Advice Review). “This review is supposed to be focused on ending conflicted remuneration in insurance and financial advice, which is the root cause of many of the problems uncovered by
- [ASIC  Consultation  Paper  354:  Relief  for  simple  arrangements  following  a  hardship notice](https://consumeraction.org.au/asic-consultation-paper-354-relief-for-simple-arrangements-following-a-hardship-notice/) - The Australian Investments and Securities Commission's (ASIC) Class Order 14/41 is due to expire in March 2022. Consumer organisations recommend that ASIC allows this to happen. This instrument no longer serves a regulatory purpose in light of the major reforms that have taken place in consumer credit reporting. We believe the continued operation of CO
- [Time to finally end the harm done by Cigno loans](https://consumeraction.org.au/time-to-finally-end-the-harm-done-by-cigno-loans/) - Consumer groups and financial counsellors are urging the Australian Securities and Investments Commission (ASIC) to act now to put an end to the use of harmful lending models used to charge excessive fees on top of short-term loans. For over four years, fringe lender Cigno has signed people up to short-term personal loan arrangements using
- [Product intervention orders in credit: A joint submission](https://consumeraction.org.au/product-intervention-orders-in-credit-a-joint-submission/) - Consumer Action Law Centre (Consumer Action), Financial Rights Legal Centre (Financial Rights), the Indigenous Consumer Assistance Network Ltd (ICAN), the Victorian Aboriginal Legal Service and WEstjustice strongly support the interventions proposed in CP 355. Since at least 2018, our organisations have assisted many consumers that have suffered significant detriment caused by credit arrangements using the two multi-contract models described in CP 355. We have provided evidence of that detriment to ASIC over this period - in particular, we provided detailed responses to prior ASIC consultations papers CP 316 and
- [Our submission on Buy Now Pay Later to the UK Woolard Review](https://consumeraction.org.au/our-submission-on-buy-now-pay-later-to-the-ul-woolard-review/) - Our casework experience in Australia shows that buy now pay later (BNPL) debts are causing or exacerbating financial hardship in substantially the same manner as detailed in the Woolard Review. In Australia, as is the case currently in the UK, BNPL sits outside the laws applying to other credit products. In Australia the industry has
- [Australian consumer groups warn UK Government against industry “self-regulation” of Buy Now Pay Later](https://consumeraction.org.au/australian-consumer-groups-warn-uk-government-against-industry-self-regulation-of-buy-now-pay-later/) - Financial Counselling Australia and the Consumer Action Law Centre have shared Australia’s experience of weak consumer safeguards for Buy Now Pay Later (BNPL), as part of the UK Government’s consultation on regulation of the sector in that country. The consultation by HM Treasury comes after the independent Woolard Review recommended that BNPL firms be regulated
- [Banks should take more responsibility for scams](https://consumeraction.org.au/banks-should-take-more-responsibility-for-scams/) - The Treasurer’s proposed transformation of the regulation of payment systems is an opportunity to embed financial safety, and ensure protections are built in from the outset says Consumer Action's CEO Gerard Brody in an opinion piece. Last month Josh Frydenberg foreshadowed sweeping changes to Australia’s payment systems, including a proposal to regulate cryptocurrency exchanges. To
- [Consumer protections and the Post-2025 Distributed Energy Resources Implementation Plan](https://consumeraction.org.au/distributed-energy-resources-implementation-plan/) - As the Energy Security Board (the ESB) begins to develop its 3-year reform road map to unlock value for customers from the integration of Distributed Energy Resources (DER) and flexible demand into energy markets, Consumer Action Law Centre (Consumer Action) recommends that the Board include basic consumer protections to mitigate the risk of consumer harm.
- [Privacy Act Review – Discussion Paper our submission](https://consumeraction.org.au/privacy-act-review-discussion-paper-our-submission/) - This submission is Consumer Action’s response to the Privacy Act Review Discussion Paper, published by the Attorney General’s Department in October 2021. We are responding solely to the proposals and questions relating to direct marketing, targeted advertising and profiling (section 16 of the Discussion Paper). The Discussion Paper usefully sets out some of the privacy
- [Joint Consumer Submission to Regional Banking Taskforce](https://consumeraction.org.au/joint-consumer-submission-to-regional-banking-taskforce/) - Banking is an essential service that is critical to the wellbeing of consumers, small businesses and community organisations in regional Australia. However, accelerating branch closures are creating vast ‘banking deserts’ in regional Australia. These closures have resulted in an increasing number of people being excluded from accessing banking services. Consumer groups, financial counsellors, and community
- [Submission: Compensation Scheme of Last Resort and Financial Accountability Regime](https://consumeraction.org.au/submission-compensation-scheme-of-last-resort-and-financial-accountability-regime/) - Uncompensated losses arising from financial misconduct can cause a range of lasting impacts on people, including the loss of a family home, bankruptcy, the collapse of the family business, mental and physical ill-health, and relationship breakdown. This joint consumer submission the the Senate Economics Committee argues that the scope of the proposed Compensation Scheme of
- [Our submission to New Zealand Government inquiry into buy-now pay-later](https://consumeraction.org.au/our-submission-to-new-zealand-government-inquiry-into-buy-now-pay-later/) - Our submission is supported by Financial Counselling Australia, the peak body for financial counsellors (commonly known as financial mentors in New Zealand), who work with not-for-profit community organisations like Consumer Action to provide free and confidential advice and support to people experiencing financial stress. This review in New Zealand comes at a critical time, as
- [Central and Gippsland Region Sustainable Water Strategy: Our submission](https://consumeraction.org.au/central-and-gippsland-region-sustainable-water-strategy-our-submission/) - Access to water is an indispensable human right. All Victorians have the right to enjoy access to safe, reliable water supplies, so that they are able live healthy and dignified lives. Fundamental to exercising this right is that water services remain affordable for everyone, including people on low and fixed incomes, as well as other
- [Evaluation of Consumer Action’s Worker Advice Service](https://consumeraction.org.au/evaluation-of-consumer-actions-worker-advice-service/) - The Worker Advice Service plays a central role in Consumer Action’s theory of change. The service aims to provide practical legal advice to Victorian community workers so that they in turn can provide effective assistance to current and future clients. It also contributes to our systemic change work in a myriad of ways, including by
- [Tougher consumer protections at core of payments reform welcomed](https://consumeraction.org.au/tougher-consumer-protections-at-core-of-payments-reform-welcomed/) - Treasurer Josh Frydenberg’s announcement today that the Government intends to reform Australia’s payment systems is a real opportunity to improve consumer protection, according to Consumer Action Law Centre. “Today’s announcement foreshadows consultation on regulatory arrangements for Buy Now Pay Later (BNPL) in 2022. This is an opportunity to ensure BNPL is regulated effectively and consistently with
- [“The time is now”: Consumer groups urge banks to implement key code review recommendations ](https://consumeraction.org.au/the-time-is-now-consumer-groups-urge-banks-to-implement-key-code-review-recommendations/) - The final report of the triennial independent review of the Australian Banking Association’s (ABA) Banking Code of Practice released today makes over 100 recommendations aimed at improving people’s experiences with their bank. The Banking Code is an industry code for ABA member banks, which contains a range of commitments to customers. Consumer groups are calling upon the ABA and its member banks to implement key recommendations made by independent reviewer Mike Callaghan AM PSM that would further strengthen the Banking Code. Mr
- [Our comments on the Telecommunications Reform Bill](https://consumeraction.org.au/our-comments-on-the-telecommunications-reform-bill/) - Telecommunications services are essential services – but are not regulated as such despite their critical role across the country. We appreciate the opportunity to comment on this plan to reform an industry that currently operates in a regulatory framework that is not suitable for the twenty-first century. As a community legal centre based in Victoria, Consumer
- [Payment difficulty framework implementation review: feedback on key review questions](https://consumeraction.org.au/payment-difficulty-framework-implementation-review-feedback-on-key-review-questions/) - Consumer Action Law Centre (Consumer Action) has provided feedback on the Essential Services Commission’s key review questions as part of their review of the implementation of the energy payment difficulty framework (PDF) since its commencement on 1 January 2019. The introduction of the PDF was a major reform to Victorian energy regulation and was strongly
- [Consumer advocates welcome recommendation for stricter controls of credit funded gambling online](https://consumeraction.org.au/consumer-advocates-welcome-recommendation-for-stricter-controls-of-credit-funded-gambling-online/) - Financial Counselling Australia (FCA), Financial Rights Legal Centre and the Consumer Action Law Centre welcome the Parliamentary Joint Committee on Corporations and Financial Services’ recommendation for legislation to prohibit online gambling operators from accepting credit card funded deposits. Yesterday the Committee released its report, which recommended that gambling companies be prohibited from accepting credit card
- [Buy now pay later report reveals one-in-five users going without essentials like meals](https://consumeraction.org.au/buy-now-pay-later-report-reveals-one-in-five-users-going-without-essentials-like-meals/) - A report released today on the buy now pay later (BNPL) industry reveals statistics that suggest many Australians are being pushed into financial harm. The report by the Australian Securities & Investments Commission (ASIC) confirms that over one-in-five of BNPL users missed a payment over 12-months, resulting in over $43 million in late fee revenue in the 2018-19 financial year. ASIC’s research also shows that many people who missed payments are also dealing with other debts. The research found most people who
- [Our Impact 2020-21: Improving laws, fighting shonky businesses, helping people](https://consumeraction.org.au/our-impact-2020-21-improving-laws-fighting-shonky-businesses-helping-people/) - Today we are delighted to publish our Impact Report 2020-21 which highlights Consumer Action’s achievements over the past year. Despite the challenges of another year of working much of it from home, we stayed focussed on what we do best -advocating for a better society where everyone has a fair go and where no Australian
- [Review of the Banking Code Compliance Committee: Our response to the Interim Report](https://consumeraction.org.au/review-of-the-banking-code-compliance-committee-our-response-to-the-interim-report/) - This joint submission from Consumer Action Law Centre, Financial Rights Legal Centre, Financial Counselling Australia, Care ACT, Consumer Credit Legal Service (WA) Inc and Council on The Ageing (COTA), is our response to the Interim Report (Interim Report) of the Review of the Banking Code Compliance Committee (BCCC). We have also responded to the review
- [COVID, scams and growing risks: Why we need consumer protections with teeth](https://consumeraction.org.au/covid-scams-and-growing-risks-why-consumer-protections-with-teeth-are-needed-more-than-ever/) - 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 Australia Post, 9.2 million Australian households shopped online in the 12 months to August 2021. While lockdowns ease, many will continue to rely on the convenience of online commerce. What
- [Comment on the Telecommunications Industry Ombudsman new Terms of Reference](https://consumeraction.org.au/comment-on-the-telecommunications-industry-ombudsman-new-terms-of-reference/) - Draft Guidance: Compensation for non-financial loss and systemic issues This submission is made jointly by Consumer Action Law Centre and WEstJustice. We welcome the opportunity to comment on the development of draft guidance to support the implementation of the new Telecommunications Industry Ombudsman (TIO) new Terms of Reference (TOR) by 1 January 2022. Compensation for non-financial loss We
- [Buy now pay later surcharge ‘reveal’ a win for consumers and retailers](https://consumeraction.org.au/buy-now-pay-later-surcharge-reveal-a-win-for-consumers-and-retailers/) - The Reserve Bank of Australia has said today that retailers should be allowed to pass on or ‘surcharge’ customers for the cost of buy now pay later, a move welcomed by Consumer Action Law Centre which has campaigned for better transparency for consumers. “The truth is these costs have been hidden from users of buy-now-pay-later credit products for far too long,” said Gerard
- [Victorian Default Offer 2022](https://consumeraction.org.au/victorian-default-offer-2022/) - Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s Draft Decision: Victorian Default Offer from 1 January 2022 (the draft decision). The draft decision paper states the objective of the VDO is to provide a simple, trusted and reasonably priced electricity option that safeguards consumers unable or unwilling to engage
- [Banks can do better: Consumer groups make more than 100 recommendations to improve bank behaviour](https://consumeraction.org.au/banks-can-do-better-consumer-groups-make-more-than-100-recommendations-to-improve-bank-behaviour/) - A coalition of the country’s leading consumer organisations is calling on Australia’s major banks to make significant updates to their industry code to improve outcomes for customers. The Consumers’ Federation of Australia’s (CFA) submission of behalf of the coalition to the 2021 review of the Australian Banking Association (ABA) Banking Code of Practice (the Code)
- [Review of the ABA Banking Code of Practice –response to Interim Report](https://consumeraction.org.au/review-of-the-aba-banking-code-of-practice-response-to-interim-report/) - This joint submission is made on behalf of members of the Consumers’ Federation of Australia (CFA) and other consumer representatives and advocates. It builds upon our previous submission made to review (Original Submission). This submission responds to the specific issues raised in the review’s Interim Report and only addresses the issues and recommendations already covered
- [Consumers win as long-awaited financial services sector reforms commence](https://consumeraction.org.au/consumers-win-as-long-awaited-financial-services-sector-reforms-commence/) - A raft of major reforms in the financial services sector have come into effect this week, the culmination of years of consistent campaigning and casework from consumer advocacy groups representing hundreds of people across the country harmed by financial malpractice. The changes include the following: Shortening of the maximum time a firm has to respond
- [15 consumer groups and professional associations call for stronger compensation scheme](https://consumeraction.org.au/15-consumer-groups-and-professional-associations-call-for-stronger-compensation-scheme/) - A diverse coalition of organisations is calling for a broad financial compensation scheme, as legislation is expected to be introduced into Federal Parliament in the coming weeks. The coalition, which includes consumer groups, professional financial advice associations, financial counsellors, professional accounting associations and community legal centres are calling on the Federal Government to expand the
- [The Life Insurance Code final round of consultation](https://consumeraction.org.au/the-life-insurance-code-final-round-of-consultation/) - Financial Rights Legal Centre, Consumer Action Law Centre and Redfern Legal Centre have made a joint submission to the final round of consultation on the review of the Life Insurance Code of Practice (Life Insurance Code). The Life Insurance Code is overseen by the Financial Services Council (FSC) and contains mandatory customer service standards that
- [Regional Telecommunications Review: Access and affordability in regional, rural and remote Indigenous communities](https://consumeraction.org.au/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 inappropriate or unaffordable devices or plans. Other disputes often relate to inappropriate financial hardship support, and disconnections or restrictions of service. Through our casework, including Consumer Action and Victorian Aboriginal
- [Consultation on Owners Corporations Amendment Regulations 2021](https://consumeraction.org.au/consultation-on-owners-corporations-amendment-regulations-2021/) - Consumer Action has made a submission to the Victorian Department of Justice and Community Safety relating to proposed Owners Corporation Amendment Regulations.The submission argues that the regulations' proposed approach to financial hardship is out-of-step with a modern regulatory approach to supporting people experiencing payment difficulty. Rather than requiring a lot owners to 'demonstrate' financial hardship,
- [Supporting South Australian Council of Social Service’s submission to the Remote Area Energy Supply Scheme Issues Paper](https://consumeraction.org.au/supporting-south-australian-council-of-social-services-submission-to-the-remote-area-energy-supply-scheme-issues-paper/) - Samantha Rudolph is a Wurundjeri woman, and the Aboriginal Policy Officer with Consumer Action Law Centre. She works as part of an integrated practice project addressing the systemic causes of consumer, credit and debt issues experienced by First Nations people and communities in Victoria. Ms Rudolph has written to the Department of Energy and Mining, South
- [Scam losses are increasing dramatically- what should be done?](https://consumeraction.org.au/scam-losses-are-increasing-dramatically-what-should-be-done/) - Opinion piece by Gerard Brody, CEO Consumer Action As more and more people contact Consumer Action Law Centre regarding scam losses, and increasingly large losses, I've been thinking about the adequacy of consumer protection in relation to scams. Unfortunately, I think it's wanting. The focus of effort from regulators and industry in relation to scam losses is
- [Strengthening protections against unfair contract terms: Comments on Treasury exposure draft legislation](https://consumeraction.org.au/strengthening-protections-against-unfair-contract-terms-comments-on-treasury-exposure-draft-legislation/) - This joint submission contains feedback on Treasury’s proposed reforms to unfair contract term (UCT) protections for consumers and small businesses from Consumer Action Law Centre, Financial Rights Legal Centre, Victorian Aboriginal Legal Service, Residents of Retirement Villages Victoria and WEstjustice. Our organisations have all long advocated for UCTs to be made illegal, to provide greater
- [Improvements in consumer protection for solar welcome, but more needed](https://consumeraction.org.au/improvements-in-consumer-protection-for-solar-welcome-but-more-needed/) - The Clean Energy Regulator (CER) review into rooftop solar makes some important proposals improve accountability for solar retailers, but for the new rules to really be effective, reform needs to go further. Of the 13 proposals made by the CER in its review 12 have been accepted by the Federal Government which is providing $19.2
- [Consumer vulnerability: Expectations for the telco industry](https://consumeraction.org.au/acma-statement-of-expectations-consumer-vulnerability/) - This joint submission is made on behalf of Consumer Action Law Centre, WEstjustice, Victorian Aboriginal Legal Service and Hume Riverina Community Legal Service. Broadly, we are pleased to see the Australian Communications and Media Authority (ACMA) taking steps to ensure the needs of people experiencing ‘vulnerability’ are reflected in the regulation, policies and practices of
- [REPORT: Victorians living alone and single parents continue to struggle with energy debt](https://consumeraction.org.au/report-victorians-living-alone-and-single-parents-continue-to-struggle-with-energy-deb/) - A report released today by Consumer Action Law Centre has found that while Victoria’s energy retailers are slowly improving their support of people having difficulty paying their bills, Victorians living alone and single parents are continuing to struggle with energy debt. More than half of the callers to Consumer Action’s financial counsellors (in the sample)
- [Energy Assistance Report: Second Edition](https://consumeraction.org.au/energy-assistance-report-second-edition/) - This is Consumer Action Law Centre’s (Consumer Action) second Energy Assistance Report, following our previous report published in July 2019. The original report explored whether the introduction of Victoria’s Payment Difficulty Framework (PDF) had improved the hardship assistance energy companies were providing to customers faced with difficulty paying their bills. We found that while disconnections
- [Consumer Issues in Victorian Aboriginal Communities: Integrated Practice Project Report 2020](https://consumeraction.org.au/consumer-issues-in-victorian-aboriginal-communities-integrated-practice-project-report-2020/) - ‘Consumer issues in Victorian Aboriginal communities’ reports findings from Consumer Action Law Centre’s (Consumer Action) and the Victorian Aboriginal Legal Service’s (VALS) Integrated Practice project – a ground-breaking partnership that seeks to address unmet consumer credit and debt legal need in Victorian Aboriginal communities. Over 12 months, we held community engagement sessions across the state,
- [Review of the 2021 Australian Banking Association Code of Practice](https://consumeraction.org.au/review-of-the-2021-australian-banking-association-code-of-practice/) - This is a joint submission made on behalf of members of the Consumers’ Federation of Australia (CFA), the peak body for consumer organisations in Australia. CFA represents a diverse range of consumer organisations, including most major national consumer organisations. Many of us regularly interact with the Australian Banking Association (ABA) and its members, both when
- [Consumer groups concerned that travel insurance has unwarranted exemptions from Hayne reforms](https://consumeraction.org.au/consumer-groups-concerned-that-travel-insurance-has-unwarranted-exemptions-from-hayne-reforms/) - Consumer advocates are calling on the Federal Treasurer and ASIC to implement the ban on unsolicited selling of insurance and superannuation consistently with the letter and spirit of Commissioner Hayne’s recommendation in the Final Report of the Banking Royal Commission. Consumer Action Law Centre, Financial Rights Legal Centre, Financial Counselling Australia and Super Consumers Australia
- [ASIC Consultation Paper 346 – The Hawking Prohibition: Update to RG 38](https://consumeraction.org.au/asic-consultation-paper-346-the-hawking-prohibition-update-to-rg-38/) - This submission has been prepared by Consumer Action Law Centre with contributions and endorsement from the Financial Rights Legal Centre, Financial Counselling Australia and Super Consumers Australia We strongly support banning the unsolicited selling of financial products, including insurance and superannuation. Unsolicited selling is an outdated and abusive practice with a significant risk of mis-selling
- [Finance executives who break the law must be held to account](https://consumeraction.org.au/finance-executives-who-break-the-law-must-be-held-to-account/) - The Banking Royal Commission revealed that many decisions made by senior leaders of financial services firms have had a devastating impact on people across Australia. Their conduct has driven many members of the community into financial hardship, with serious results including the losses of family homes, the closure of small businesses, insolvencies, mental and physical
- [Federal Government’s commitment to compensation scheme of last resort welcomed](https://consumeraction.org.au/federal-governments-commitment-to-compensation-scheme-of-last-resort-welcomed/) - A coalition of consumer groups has welcomed the Federal Government’s commitment to establish a compensation scheme of last resort. Uncompensated losses arising from financial misconduct can cause a range of lasting impacts on people, including the loss of a family home, bankruptcy, the collapse of the family business, mental and physical ill-health, and relationship breakdown.
- [Consumer leases must not be excluded from Government's design and distribution obligations regime](https://consumeraction.org.au/consumer-leases-must-not-be-excluded-from-governments-design-and-distribution-obligations-regime/) - Consumer Action has today written to the Treasury noting that the Government intends to make amendments to the design and distribution obligations (DDO) regime. The letter strongly urges the Government to address the seemingly unintended exclusion of consumer leases from the DDO regime. Why are we pushing for this change? We continue to see unsuitable consumer leases cause significant harm
- [Victoria’s Embedded Networks Review: Our response to the Draft Recommendations](https://consumeraction.org.au/victorias-embedded-networks-review-our-response-to-the-draft-recommendations/) - Consumer Action welcomes the opportunity to comment on the Embedded Networks Review Draft Recommendations Report. We agree with the Panel’s vision that, “...consumers should have equal protections, market access and treatment no matter where they live or how they get their energy services.” We also broadly support the recommendations advanced by the Expert Panel in
- [Victorian Gas Substitution Roadmap Consultation](https://consumeraction.org.au/victorian-gas-substitution-roadmap-consultation/) - For Victorians we speak to at Consumer Action their concerns are often about immediate affordability of energy bills, including gas. These bills are unaffordable for many reasons and can include, but are not limited to, losing a job, health challenges such as serious illness or injury, or taking on caring duties. A significant number of
- [Fairness, respect, reflection, courage: Our strategic plan 2021-25](https://consumeraction.org.au/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 advocacy to make consumer markets fairer. We do this by: Assisting and empowering people – by advising them about their rights, connecting them with
- [Telstra Energy – application for electricity and gas retail licence raises questions](https://consumeraction.org.au/telstra-energy-application-for-electricity-and-gas-retail-licence-raises-questions/) - This submission is made jointly to the Essential Services Commission from the Consumer Action Law Centre, Financial Counselling Australia, Financial Counselling Victoria and the Victorian Aboriginal Legal Service. Together, we welcome the opportunity to comment on the application by Telstra Energy (a subsidiary of Telstra Corporation) for licences to sell electricity and gas in Victoria. Overall,
- [Consumer groups: Insurance exemption loopholes undermine spirit of Hayne reforms](https://consumeraction.org.au/consumer-groups-insurance-exemption-loopholes-undermine-spirit-of-hayne-reforms/) - Yesterday the Morrison Government announced that it would provide sweeping exemptions to the insurance industry from Financial Services Royal Commission reforms designed to improve insurance sales practices. Commissioner Hayne recommended that the Government implement an ‘economy wide’ deferred sales model for add on insurance products after the Royal Commission heard evidence of high-pressure sales and unsuitable add
- [Consumer groups applaud Federal Court ruling to uphold ASIC intervention in short-term credit market](https://consumeraction.org.au/consumer-groups-applaud-federal-court-ruling-to-uphold-asic-intervention-in-short-term-credit-market/) - Today’s Full Federal Court decision to dismiss an application by Cigno Pty Ltd (Cigno), seeking to quash the Australian Securities and Investments Commission’s (ASIC) product intervention order to reign in short-term credit fees and charges, has been applauded by consumer advocates. ASIC’s product intervention order halted a regulatory avoidance model involving Cigno that saw significant fees and charges added to ‘collateral contracts’ with consumers. This model resulted in significant harm to many people
- [Regulating with consumer vulnerability in mind: Essential Services Commission’s draft strategy](https://consumeraction.org.au/regulating-with-consumer-vulnerability-in-mind-essential-services-commissions-draft-strategy/) - Consumer Action welcomes the opportunity to comment on the Essential Services Commission’s (ESC) draft consumer access and equity strategy, Getting to fair: Breaking down barriers to essential services. We commend the ESC for its work championing this strategy and we strongly support the intention behind it: to improve access to essential services for consumers experiencing
- [Court decision on Cigno lending model ‘extremely disappointing’](https://consumeraction.org.au/court-decision-on-cigno-lending-model-extremely-disappointing/) - Today’s Federal Court decision that the lending model promoted by Cigno Pty Ltd did not breach the National Consumer Credit Protection Act (National Credit Act) is extremely disappointing, and consumer advocates have urged the Australian Securities and Investments Commission (ASIC) to appeal the decision. Over recent years, community lawyers and financial counsellors have been inundated with complaints about this lending
- [2022 Victorian Default Offer](https://consumeraction.org.au/2022-victorian-default-offer/) - Consumer Action welcomes the opportunity to comment on the Essential Services Commission’s (the Commission) consultation paper, Next steps for the Victorian Default Offer (the Consultation Paper). These comments relate to the approach to the 2022 Victorian Default Offer (VDO). The Consultation Paper notes the objective of the VDO is to provide a simple, trusted and
- [Consumer issues in Victorian Aboriginal communities during 2020](https://consumeraction.org.au/consumer-issues-in-victorian-aboriginal-communities-during-2020-2/) - A report Consumer Issues in Victorian Aboriginal Communities during 2020 published today by Consumer Action Law Centre (Consumer Action) and the Victorian Aboriginal Legal Service (VALS) uses quantitative data and case studies to provide a vivid snapshot of consumer issues continuing to impact Victorian Aboriginal communities during 2020. This is the third report released by
- [Consumer issues in Victorian Aboriginal communities during 2020](https://consumeraction.org.au/consumer-issues-in-victorian-aboriginal-communities-during-2020/) - This report has collated data, community intelligence, and case studies to answer the following questions: 1. What consumer, credit and debt issues are impacting Victorian Aboriginal communities? 2. Has COVID-19 had an impact on these issues in community, and if so, how and why? The data, community intelligence and case studies in the report have
- [Access, pricing and incentive arrangements for distributed energy resources](https://consumeraction.org.au/access-pricing-and-incentive-arrangements-for-distributed-energy-resources/) - Consumer Action Law Centre welcomes the opportunity to comment on the Australian Energy Market Commission’s (AEMC) Access, pricing and incentive arrangements for distributed energy resources (DER) draft determination. We commend the AEMC and initiators of this rule change—SA Power Networks, St Vincent de Paul Society Victoria, the Total Environmental Centre and the Australian Council of
- [Next steps for the Victorian Default Offer](https://consumeraction.org.au/next-steps-for-the-victorian-default-offer/) - Consumer Action Law Centre welcomes the opportunity to comment on the Essential Services Commission’s (the Commisson) consultation paper Next steps for the Victorian Default Offer. These comments relate to the approach to vary the Victorian Default Offer (VDO). The Consultation Paper notes the objective of the VDO is to provide a simple, trusted and reasonably
- [Framework for reform –Modernising Victoria’s building system](https://consumeraction.org.au/framework-for-reform-modernising-victorias-building-system/) - This submission responds primarily to the proposed improvements relating to consumer protection, in particular, the proposals to: Improve existing advocacy and support services for individual consumers; Establish a consumer representative body to address systemic consumer building issues; and Establish a consumer reference group or advisory mechanism. We also comment on the proposal for a tool
- [Consultation on Draft Regulator Performance Guide](https://consumeraction.org.au/consultation-on-draft-regulator-performance-guide/) - We support the Government’s planned introduction of a new framework to replace the existing 2014 Regulator Performance Framework (Old Framework), which is considerably flawed and outdated. The Draft Guide improves upon the overall focus of the Old Framework, as it is predicated on a slightly broader view of the purpose of regulators, and the goals
- [Tougher rules banning aggressive energy & solar sales a big win for all Victorians](https://consumeraction.org.au/tougher-rules-banning-aggressive-energy-solar-sales-a-big-win-for-all-victorians/) - Consumer Action has welcomed the Victorian Government’s announcement today that it is banning high-pressure sales tactics like unsolicited door-to-door sales and cold-calling to protect people from being taken advantage of by energy retailers. The Victorian Government has also announced plans to ban door-to-door sales of solar panels through the Solar Homes Program. As part of the new legislation, penalties of up to $1 million
- [Gambling should not be funded by credit](https://consumeraction.org.au/gambling-should-not-be-funded-by-credit/) - While gambling is a legitimate form of entertainment for many Australians, we believe it should not be funded by credit and support a prohibition on the use of credit cards, including via e-wallets, for digital gambling. Online gambling has changed the way Australians gamble and COVID has accelerated these changes. During the 2020 lockdowns, unlike
- [Evaluation of Worker Advice Service](https://consumeraction.org.au/evaluation-of-worker-advice-service/) - The purpose of this evaluation was to assess whether the service is doing these things consistently and achieving its intended outcomes, and to make recommendations for service improvement. A secondary purpose was to receive feedback about the factsheets and other resources on our website, as well as our sector development activities, such as professional development
- [Evaluation of Consumer Advice Service](https://consumeraction.org.au/evaluation-of-consumer-advice-service/) - The purpose of this evaluation was to assess the effectiveness of the service in helping clients achieve these immediate and longer-term outcomes, and to make recommendations for service improvement. A secondary purpose was to offer follow-up assistance to clients who may need it. The evaluation focused on clients who had received legal advice but had
- [Evaluation of National Debt Helpline](https://consumeraction.org.au/evaluation-of-national-debt-helpline/) - The purpose of this evaluation was to assess the effectiveness of the service in helping clients achieve immediate and medium-term outcomes, and to make recommendations for service improvement. A secondary purpose was to ensure that clients are happy with telephone as a mode of service delivery, and to offer follow-up assistance to clients who need
- [Evaluation of Casework Service](https://consumeraction.org.au/evaluation-of-casework-service/) - The purpose of this evaluation was to assess the effectiveness of the service in helping clients achieve these immediate and longer-term outcomes and to make recommendations for service improvement. A secondary purpose was to offer follow-up assistance to clients who may need it. The evaluation focused on clients we had assisted with representation and casework
- [More ‘trouble with telcos’ as bad service, hidden costs, and shoddy sales practices revealed](https://consumeraction.org.au/more-trouble-with-telcos-as-bad-service-hidden-costs-and-shoddy-sales-practices-revealed/) - A report* published today by the Telecommunications Industry Ombudsman (TIO) reveals that telco sales culture, practices, and cost structures before and during COVID are continuing to fail Australia’s consumers. The report uses vivid cases studies to make four headline findings: advertising and point-of-sale information does not always cover key terms; online information about products and services can be difficult to find and understand; telcos do not always promote or sell their products responsibly; and people sometimes unknowingly sign up for products or
- [Telstra cops record $50 million fine, consumer groups say industry must improve its practices](https://consumeraction.org.au/telstra-cops-record-50-million-fine-consumer-groups-say-industry-must-improve-its-practices/) - The Federal Court today upheld the Australian Competition and Consumer Commission’s (ACCC) $50 million fine against Telstra for its treatment of Indigenous people in rural and remote parts of Western Australia, South Australia, and Northern Territory. “This fine is a line in the sand for Telstra and any telco that treats customers unfairly and
- [Retirement Villages Act Review –our Options Paper submission](https://consumeraction.org.au/retirement-villages-act-review-our-options-paper-submission/) - Consumer Action, with COTA Victoria, Residents of Retirement Villages Victoria (RRVV) and Housing for the Aged Action Group (HAAG), is a coalition of residents and consumer rights groups that have assisted and represented retirement housing residents over many years. We have long campaigned for a comprehensive review of the Retirement Villages Act 1986(Vic) (the Act),
- [Consumer group calls for unsolicited sale ban after solar company fined $3 million](https://consumeraction.org.au/consumer-group-calls-for-unsolicited-sale-ban-after-solar-company-fined-3-million/) - This week the Federal Court of Australia ordered Vic Solar to pay a $3 million fine for violating provisions of the Australian Consumer Law relating to unsolicited sales, among other breaches of consumer law. The case demonstrates the need to ban door knocking and cold calling in the solar industry to stamp out poor behaviour, says Consumer Action Law Centre. Consumer Affairs Victoria commenced legal action against Vic Solar in
- [The 2021 Water Price Review –Melbourne Water Draft Decision](https://consumeraction.org.au/the-2021-water-price-review-melbourne-water-draft-decision/) - Access to water is a basic human right. All Victorians are entitled to a supply of water necessary for an adequate standard of living. Fundamental to this is that water services remain affordable for everyone, including low income and vulnerable consumers. Overall, we broadly support the Commission’s Draft Decision. In particular, we note that it
- [ASIC must reject licence applications from predatory debt vultures](https://consumeraction.org.au/asic-must-reject-licence-applications-from-predatory-debt-vultures/) - Consumer Action has welcomed the news that Federal Treasurer Josh Frydenberg MP has made new regulations requiring debt management firms – also known as ‘debt vultures’ – to be licenced to provide services such as debt negotiation and credit repair. “For far too long, debt vultures have had free rein to do their worst. These licensing reforms are a great first step to improve access to justice and finally close the regulatory loophole these firms exploit,” said Gerard Brody,
- [Implementing the Royal Commission recommendations: The deferred sales model for add-on insurance](https://consumeraction.org.au/implementing-the-royal-commission-recommendations-the-deferred-sales-model-for-add-on-insurance/) - Consumer Action Law Centre (Consumer Action) and Financial Rights Legal Centre (Financial Rights) broadly support the content of the draft regulatory guide for the industry-wide direct sales model (DSM) and the details provided for add-on insurance. We also broadly support the way the Australian Securities Investment Commission (ASIC) intends on interpreting the DSM, considering exemption applications
- [Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector - Consumer Action submission part 1](https://consumeraction.org.au/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.
- [Surge in disconnections a blow to thousands during COVID](https://consumeraction.org.au/surge-in-disconnections-a-blow-to-thousands-during-covid/) - The latest data from the Essential Services Commission (ESC) reveals a big surge in the number of people being disconnected from their energy supply and increasing numbers of people struggling to keep up with energy bills. Over 2000 Victorian households (2046 electricity and 110 gas customers) were disconnected from their energy supply in March 2021.
- [Consumer remediation: Update to Regulatory Guide 256](https://consumeraction.org.au/consumer-remediation-update-to-regulatory-guide-256/) - We strongly support a continuing focus on consumer remediation by the Australian Securities and Investments Commission (ASIC) in its enforcement. Remediation programs have been a very welcome development and have contributed to increased redress for consumers. We agree with ASIC that product-neutral regulatory guidance on remediation (beyond financial advice) is now necessary. In responding to
- [Telco conduct harming customers reveals why self-regulation is a failure ](https://consumeraction.org.au/more-data-about-poor-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 telco hardship practices are significantly worse than those offered by other utilities and banks. The report, Telcos and Financial Hardship: Feedback from the Frontline, received responses from 228 financial counsellors with every one saying they have clients struggling to pay their telco bills. A quarter of respondents said
- [Review of the Australian Financial Complaints Authority](https://consumeraction.org.au/review-of-the-australian-financial-complaints-authority/) - Contributors to this submission have supported and represented thousands of people in disputes with financial services providers and superannuation funds over many years. This includes extensive experience with the Australian Financial Complaints Authority (AFCA), as well as its predecessor schemes,the Financial Ombudsman Service, Credit and Investments Ombudsman and the Superannuation Complaints Tribunal, and with courts
- [Report: Our response to the New Energy Tech Consumer Code](https://consumeraction.org.au/report-our-response-to-the-new-energy-tech-consumer-code/) - The New Energy Tech Consumer Code (NET Code) is a voluntary industry code of conduct, which sets practice standards for the sale of New Energy Technology (NET) products, systems, and services by retailers to residential and small business customers. The NET Code primarily applies to solar panel sales and installation. The process for drafting the
- [Vic Government called on to act as big gaps in consumer protection put solar customers at risk](https://consumeraction.org.au/vic-government-called-on-to-act-as-big-gaps-in-consumer-protection-put-solar-customers-at-risk/) - Consumer Action has today published a report calling on the Victorian Government to fix the gaps in consumer protections that are leaving thousands of solar customers prey to high-pressure sales tactics and unregulated buy-now-pay-later (BNPL) solar purchase schemes. Last September, the Australian Competition Tribunal (the Tribunal) handed down a decision on the New Energy Tech Consumer Code declining to
- [Our concerns about proposed changes to the governance standards for registered charities](https://consumeraction.org.au/our-concerns-about-proposed-changes-to-the-governance-standards-for-registered-charities/) - Our submission to the Charities Consultation @Treasury.gov.au expresses our concerns about proposed changes to the governance standards for registered charities. We consider the proposed changes are at odds with the Strengthening for Purpose: Australian Charities and Not-for-profits Commission Legislation Review 2018 (the 2018 Review), which recommended the repeal of Governance Standard 3 because it “is
- [Deferred sales model for add-on insurance - exemptions by class](https://consumeraction.org.au/deferred-sales-model-for-add-on-insurance-exemptions-by-class/) - This submission is made by Consumer Action Law Centre, Financial Rights Legal Centre and WEstjustice. We oppose any exemptions for classes of add-on insurance products from the deferred sales model (DSM) without extremely strong evidentiary justification. Implementing an industry wide DSM for add-on insurance was one of the key recommendations Commissioner Hayne made for the
- [Consumer advocates 'gobsmacked' by majority Senate report on predatory lending laws](https://consumeraction.org.au/consumer-advocates-gobsmacked-by-majority-senate-report-on-predatory-lending-laws/) - A newly released report by the Senate Economics Legislation Committee has recommended Parliament pass proposed laws that fall woefully short of what advocates say is needed to protect people from predatory lenders. The National Consumer Credit Protection Amendment (Supporting Economic Recovery) Bill 2020 (the Bill) is set to be debated in Parliament today, after the Senate Inquiry report into the Bill was handed down on Friday 12 March
- [“Recipe for economic disaster”: Consumer groups slam Senate report on lending laws](https://consumeraction.org.au/recipe-for-economic-disaster-consumer-groups-slam-senate-report-on-lending-laws/) - Consumer groups condemn the majority’s recommendations of today’s Senate Inquiry Report, as the vote looms next week on the Government's disastrous proposal to axe safe lending laws. The repeal of safe lending laws rests in the hands of the Senate crossbench with a vote expected on the repeal of safe lending laws as early as
- [Australian Communications Media Authority compliance priorities](https://consumeraction.org.au/australian-communications-media-authority-compliance-priorities/) - Consumer Action Law Centre (Consumer Action) and WEstjustice welcome the opportunity to contribute to the development of ACMA compliance priorities for 2021 –2022, hence our submission. The past year has confirmed beyond any doubt that telecommunications services are essential services. During significant and lengthy lockdown periods, telecommunications services, including mobile services, were lifelines to friends
- [Saving Responsible Lending: Senate Committee opening statement](https://consumeraction.org.au/saving-responsible-lending-senate-committee-opening-statement/) - On 19 February 2021, Gerard Brody, CEO of Consumer Action Law Centre and Fiona Guthrie, CEO, Financial Counselling Australia spoke at the Senate Economics Legislation Committee hearing on the National Consumer Credit Protection Amendment (Supporting Economic Recovery) Bill 2020. Opening Statement Good morning and thank you for the opportunity to appear today on behalf of Consumer Action Law Centre.
- [People should not be living in poverty in Australia](https://consumeraction.org.au/people-should-not-be-living-in-poverty-in-australia/) - “The Coronavirus Supplement was life changing for people who had long survived on the abhorrent amount Newstart (or JobSeeker) had been set at for years. For so long, they had to be great money managers just to survive and find a way to pay for food, rent and even go without things like proper heating.
- [Victoria’s Embedded Networks Review: Our response](https://consumeraction.org.au/victorias-embedded-networks-review-our-response/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Embedded Networks Review (the Review) Issues Paper. We support the Victorian Government’s decision to ban embedded networks in new residential apartment buildings(with exemptions for buildings using microgrids to deliver low-cost renewable energy to consumers). Despite the potential benefits of embedded networks, often
- [Royal Commission add-on junk insurance reforms must be implemented industry-wide](https://consumeraction.org.au/royal-commission-add-on-junk-insurance-reforms-must-be-implemented-industry-wide/) - Community legal centres are urging the Government to deliver on Commissioner Hayne’s recommendation that the deferred sales model for add-on insurance apply ‘industry-wide’. The Final Report of the Financial Services Royal Commission recommended a deferred sales model for almost all forms of add-on insurance to help curb high-pressure sales tactics in the industry. The Government
- [Buy now pay later sector must be regulated by Government not itself ](https://consumeraction.org.au/buy-now-pay-later-sector-must-be-regulated-by-government-not-itself/) - Consumer groups have united to call for Federal Government regulation of buy now pay later (BNPL) services to protect consumers and put all credit providers on a level playing field. Today the Australian Finance Industry Association released a self-regulatory code of conduct for BNPL providers. While it’s positive to see the industry introduce a code with contractually enforceable commitments, it is not a substitute for adequate regulation by Government under Australia’s
- [Over 590,000 Australians have relied on safe lending laws for justice](https://consumeraction.org.au/over-590000-australians-have-relied-on-safe-lending-laws-for-justice/) - As the Senate Economics Committee hosts hearings in Canberra today, over 22,000 Australians have joined the call for Federal Senators to strengthen instead of repeal safe lending laws, with many sharing personal stories of unsafe lending harm. Figures released during the Banking Royal Commission showed that between 2010 and 2018 alone, over 590,000 people received
- [Scam alert: Be aware](https://consumeraction.org.au/scam-alert-be-aware/) - We’ve had reports of scammers falsely using Consumer Action’s name to obtain money and banking details from their victims. Consumer Action is not responsible for these calls. We will never ask for money or bank details. For more information see our Scam Fact Sheet or Scamwatch and our Privacy Statement ENDS
- [Licensing debt management firms: Exposure draft regulations](https://consumeraction.org.au/licensing-debt-management-firms-exposure-draft-regulations/) - While some businesses stepped up to help Australians to recover from the COVID-19 crisis, others have simply sought to profit from people’s desperate financial circumstances. Debt management firms(DMFs -also known as “debt vultures”) are among the worst—promising a life free from debt but instead charging large fees, giving bad advice and leaving people in even
- [Consumer groups support licensing of ‘debt vultures’ but reforms must go further to stop the harm ](https://consumeraction.org.au/consumer-groups-support-licensing-of-debt-vultures-but-reforms-must-go-further-to-stop-the-harm/) - While some businesses stepped up to help Australians to recover from the COVID-19 crisis, others sought to profit from people’s desperate financial circumstances. Unregulated debt management firms (also known as “debt vultures”) promise to help with bills, debts, and credit reports, but often cause more problems than they solve. Seven leading consumer groups have made a submission to Federal Treasury on draft regulations that would require most debt management firms (DMFs) to hold an
- [Submission: Consultation on revision to the new Prudential Standard APS 220 Credit Risk Management](https://consumeraction.org.au/submission-consultation-on-revision-to-the-new-prudential-standard-aps-220-credit-risk-management/) - This submission is from Consumer Action Law Centre, Financial Rights Legal Centre, Victorian Aboriginal Legal Service, CHOICE, Financial Counselling Australia, Consumer Credit Law Service (WA) Inc, Uniting Communities Consumer Credit Law Centre SA, Care and Consumer Law Centre ACT, Indigenous Consumer Assistance Network. Our submission refers to the proposed amendment to Prudential Standard APS
- [REPORT: Telcos miss the mark on hardship support during COVID, time to treat them as an essential service](https://consumeraction.org.au/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 crisis, with some people receiving fair outcomes while others have been presented with unrealistic payment options and timeframes for repayment. “The vast variations in service and support between the providers shown in the ACMA report are disappointing,” said Gerard Brody CEO Consumer
- [Opinion: Responsible lending law repeal will undo good](https://consumeraction.org.au/opinion-responsible-lending-law-repeal-will-undo-good/) - First published in the Herald Sun, 8 February 2021. In the two years since the Hayne Royal Commission Final Report while the Federal Government has made some changes to strengthen consumer protection, it is also proposing to dismantle responsible lending laws which are a fundamental cornerstone of the entire system. This will leave individuals and
- [Submission: National Consumer Credit Protection Amendment (Supporting Economic Recovery) Bill 2020](https://consumeraction.org.au/submission-national-consumer-credit-protection-amendment-supporting-economic-recovery-bill-2020/) - This submission is made on behalf of Consumer Action Law Centre (Consumer Action), Financial Rights Legal Centre (Financial Rights), Financial Counselling Australia, Consumer Credit Legal Service (WA) Inc (CCLSWA), CHOICE, Uniting Communities Consumer Credit Law Centre SA (CCLCSA), Care and Consumer Law Centre ACT (CARE ACT), Indigenous Consumer Assistance Network, Victorian Aboriginal Legal Service and
- [‘A disastrous winding back of consumer protections’: Consumer groups call on lawmakers to reject proposed changes ](https://consumeraction.org.au/a-disastrous winding-back-of consumer-protections-consumer-groups-call-on-lawmakers-to-reject-proposed-changes/) - Proposed changes to consumer credit laws before the Senate must be rejected as they risk harm to individuals and families and hindering the economic recovery they are intended to promote. That is the stark message in a submission today from leading consumer groups to the Senate Economics Legislation Committee’s inquiry on the National Consumer Credit Protection Amendment (Supporting Economic Recovery)
- [Submission from the Stop the Debt Trap Alliance: National Consumer Credit Protection Amendment (Supporting Economic Recovery) Bill 2020](https://consumeraction.org.au/stopthedebttrap-submission/) - The Stop the Debt Trap Alliance is a coalition of consumer advocacy organisations from around Australia, including financial experts, community advocates and service providers. Every day our organisations hear from people who have been trapped in crippling debt due to high-cost fast loans and harmful consumer leases. The provisions in the National Consumer Credit Protection
- [Consumer advocates call for Parliament to vote against watered-down protections against predatory lenders](https://consumeraction.org.au/consumer-advocates-call-for-parliament-to-vote-against-watered-down-protections-against-predatory-lenders/) - Consumer advocates have rejected the Federal Government’s proposed changes to laws governing high-cost payday loans and consumer leases, calling for Parliament to vote against the Bill in a submission to the Senate Economics Legislation Committee. The National Consumer Credit Protection Amendment (Supporting Economic Recovery) Bill 2020 was introduced in the Senate late last year, before being sent
- [Calling out the banks: Why responsible lending laws need to stay intact](https://consumeraction.org.au/calling-out-the-banks-why-responsible-lending-laws-need-to-stay-intact/) - First published in The Age/Sydney Morning Herald, 2 December 2020 It's a great pity that the banks are weighing in so publicly to support the rollback of our responsible lending laws. Just when they’ve done so much during the pandemic to rebuild trust with the Australian community by helping with mortgage and loan moratoriums, they
- [Debt Management: Quantum Market Research](https://consumeraction.org.au/debt-management-quantum-market-research/) - This report by Quantum Market Research on debt management firms is based on its AustraliaNOW weekly survey of attitudes and behaviour during COVID-19. A total of 2,005 people representative of age, gender and location were interviewed between 19 and 30 November. Key take outs 1. Due to widespread financial hardship in Australia, and increasing vulnerability
- [Up to 1.9 million Australians paid debt vultures in the last 12 months: REPORT](https://consumeraction.org.au/up-to-1-9-million-australians-paid-debt-vultures-in-the-last-12-months-report/) - According to a new report released today by Consumer Action Law Centre, approximately 1.4 to 1.9 million Australians have paid for debt management or credit repair services in the last 12 months. These companies are known as ‘debt vultures’ as they often target people in financial hardship with poor quality debt advice and services. The
- [Consumer groups comment on Banking Royal Commission reforms](https://consumeraction.org.au/consumer-groups-comment-on-banking-royal-commission-reforms/) - Consumer groups welcome today’s passage of Royal Commission recommendations into law, but condemn the government for introducing the law to axe safe lending laws into the House. “This week the government has proposed to slightly strengthen and at the same time significantly weaken consumer protections in the finance sector. Overall, consumers will be worse off
- [Victoria's energy reforms positive but enforcement needed: Report](https://consumeraction.org.au/victorias-energy-reforms-positive-but-enforcement-needed-report/) - Victoria has taken the lead among Australian states in recent years with significant reforms designed to protect Victorians from being ripped off by energy retailers and ensure people receive appropriate hardship assistance. There has been some success, but too many people are still falling through the gaps. That’s the headline result of a new report, ‘Bills Here, Bills There: The Lived Experience of Victorian Energy Reform’ published today by Consumer Action. “The Payment Difficulty Framework and the Victorian
- ['Bills here, bills there': Report on the lived experience of Victorian energy reform](https://consumeraction.org.au/bills-here-bills-there-report-on-the-lived-experience-of-victorian-energy-reform/) - This report is a deep dive into how energy reforms of recent years are impacting Victorians. Taking a qualitative approach, we draw on interviews and case studies to examine how recent reforms are helping people manage their energy bills and the difficulties they still come up against. Helen (name changed), is a survivor of family
- [Federal Court finds multiple breaches of Australian Consumer Law in relation to credit repair, but not debt management ](https://consumeraction.org.au/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 management firm, engaged in unconscionable conduct and breached consumer guarantees in relation to credit repair services provided to Consumer Action’s client, Ms Brenda Wade, whose home was in the process of
- [Private member’s Bill addresses Government’s ‘half-baked’ proposals on payday loans and high-cost leases](https://consumeraction.org.au/private-members-bill-addresses-governments-half-baked-proposals-on-payday-loans-and-high-cost-leases/) - A private member’s Bill introduced in Parliament today by Andrew Wilkie MP would, if passed, greatly reduce the harm that high-cost payday loans and consumer leases cause to thousands of Australians. The National Consumer Credit Protection Amendment (Small Amount Credit Contract and Consumer Lease Reforms) Bill 2020 (the Bill) replicates draft legislation produced by Treasury in 2017, as well as numerous other bills
- [Lower bills a welcome relief for people on the Victorian Default Offer but room for further reductions](https://consumeraction.org.au/lower-bills-a-welcome-relief-for-people-on-the-victorian-default-offer-but-room-for-further-reductions/) - The Essential Services Commission’s (ESC) announcement today that electricity bills will decrease for households on the Victorian Default Offer (VDO) is good news, but it is disappointing that the cost of prospective bad debts related to the COVID-19 pandemic are being passed on to customers. That’s the verdict from Consumer Action Law Centre (Consumer Action) on the ESC’s decision for the VDO price for 2021. Residential customers on the VDO will see
- [Product intervention power for continuing credit contracts - some further considerations](https://consumeraction.org.au/product-intervention-power-for-continuing-credit-contracts-some-further-considerations/) - Consumer Action, Financial Rights Legal Centre and WEstjustice have made a second submission to the Australian Securities and Investment Commission’s (ASIC) Consultation Paper 330 (CP 330), in which ASIC proposes to use product intervention power to stop a harmful lending model used by Cigno Pty Ltd and BHF Solutions Pty Ltd. The order would stop
- [Report: The Trouble with Telcos Stories from 2020](https://consumeraction.org.au/report-the-trouble-with-telcos-stories-from-2020/) - The stories in this report have come from callers to our legal advice lines and the National Debt Helpline and are accompanied by our own data and that of the Consumer Policy Research Centre (CPRC), which has been conducting an in-depth survey of COVID-19’s effect on people’s household finances. These figures and the experiences of
- [Report reveals telco failures during COVID-19 crisis](https://consumeraction.org.au/report-reveals-telco-failures-during-covid-19-crisis/) - Consumer Action has today published a report with case studies and data documenting the ways the telecommunications industry in Australia continues to fail the community, even during the COVID-19 crisis. The Trouble with Telcos: Stories from 2020 report reveals that many people have been left high and dry by their telecommunications providers, with people being: unable to access affordable hardship assistance, forced to take out more credit to pay for bills, pursued by debt collectors
- [Scrapping lending laws would take away legal rights and hinder economic recovery ](https://consumeraction.org.au/scrapping-lending-laws-would-take-away-legal-rights-and-hinder-economic-recovery/) - Consumer advocates have published a submission on exposure draft legislation that would repeal lending consumer protections in the National Consumer Credit Protection Act, in direct contradiction of the first recommendation of the Financial Services Royal Commission. The submission provides detailed analysis, including case studies, about the concerning implications of the Federal Government’s proposals for the community. Scrapping the laws would: Remove people’s legal
- [Treasury consultation: Consumer Credit Reforms our submission](https://consumeraction.org.au/treasury-consultation-consumer-credit-reforms-our-submission/) - A coalition of consumer advocates have published a submission on exposure draft legislation that would repeal responsible lending laws in the National Consumer Credit Protection Act. The submission provides detailed analysis, including case studies, about the concerning implications of the Federal Government’s proposals for the community. Read the full submission (PDF).
- [Impact Report 2019-2020](https://consumeraction.org.au/impact-report-2019-2020/) - Impact Report 2019 - 2020 2019-20 has been memorable, not just for COVID-19. Today we are delighted to publish our Impact Report for the period which highlights Consumer Action’s achievements over the past year. Despite the challenges of working from home, we have stayed focussed on what we do best -advocating for a better society
- [Energy efficiency and targeted rebate plan to help with big energy bills the right approach](https://consumeraction.org.au/energy-efficiency-and-targeted-rebate-plan-to-help-with-big-energy-bills-the-right-approach/) - Consumer Action Law Centre has welcomed the Victorian Government’s announcement today to help thousands of concession holders manage their energy bills. For many people in our community, home energy costs—made worse by the COVID pandemic—are simply unaffordable, and targeted rebates are one way to help manage these costs. “Every day our financial counsellors are speaking to individuals and families who are struggling to cover their energy bills and other living costs,” said Gerard Brody, CEO
- [One step forward, two steps back: Banking Royal Commission reforms welcomed but deep concerns remain ](https://consumeraction.org.au/one-step-forward-two-steps-back-banking-royal-commission-reforms-welcomed-but-deep-concerns-remain/) - Consumer groups* have strongly welcomed the introduction of a Bill today in Parliament to prevent hard-sell tactics for insurance and other financial products. The Bill introduces some of the 76 long-awaited reforms to strengthen Australian’s consumers rights recommended by the Banking Royal Commission. “These reforms target hard-sell tactics for insurance after heart-wrenching stories were uncovered by the Banking Royal Commission,” said Gerard Brody, CEO of Consumer Action. “Cold-calling people to sell low-value insurance or
- [Parliament must kick 'rent-to-buy' products off Centrepay for good](https://consumeraction.org.au/parliament-must-kick-rent-to-buy-products-off-centrepay-for-good/) - Consumer Action has thrown its support behind a private member’s Bill introduced to the Senate yesterday to stop ‘rent-to-buy’ operators from accessing the Government’s bill paying service. The Bill, introduced by Shadow Assistant Minister for Communities and the Prevention of Family Violence Jenny McAllister, would remove expensive ‘consumer leases’, commonly known as rent-to-buy products, from Centrepay. Consumer leases are an extremely high-cost form of finance, generally targeted
- [Stop The Debt Trap Alliance supports South Australian Bill for enhanced consumer protections](https://consumeraction.org.au/stop-the-debt-trap-alliance-supports-south-australian-bill-for-enhanced-consumer-protections/) - The Stop The Debt Trap Alliance has provided feedback on the draft Fair Trading (Small Amount Credit Contracts and Consumer Leases) Amendment Bill 2020 (SA). The Alliance) is a coalition of consumer advocacy organisations from around Australia, including financial experts, community advocates and service providers. Every day our organisations hear from people who have been
- [We support enhanced protections for South Australians from payday loans and high-cost leases](https://consumeraction.org.au/we-support-enhanced-consumer-protections-for-south-australians/) - 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 South Australian Government’s plans to introduce enhanced protections for South Australians in relation to small amount credit contracts (payday loans) and consumer leases. Passing the
- [The Rooftop Solar Sector Review: Our Submission](https://consumeraction.org.au/the-rooftop-solar-sector-review-our-submission/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide input into the Clean Energy Regulator’s (CER) review into the rooftop solar photovoltaic (PV) sector. There has been unprecedented growth in the rooftop solar PV sector in recent years. However, this growth has been accompanied by numerous consumer issues. Through Consumer Action’s legal advice
- [Telco industry fails individuals and businesses during the pandemic](https://consumeraction.org.au/telco-industry-fails-individuals-and-businesses-during-the-pandemic/) - Data released today on the telco industry shows the sector has failed to meet community expectations throughout the pandemic, leaving families and business customers high and dry in their time of need. The Telecommunications Industry Ombudsman (TIO) and Australian Communications and Media Authority (ACMA) have released data today detailing ongoing problems in the sector. Consumer
- [Modernising the Telecommunications Industry Ombudsman Terms of Reference](https://consumeraction.org.au/modernising-the-telecommunications-industry-ombudsman-terms-of-reference-2/) - Westjustice, Consumer Action Legal Centre (‘Consumer Action’), Financial Rights Legal Service(‘FRLS’), and Financial Counselling Australia (‘FCA’) provide legal casework and financial counselling services to consumers, particularly those experiencing disadvantage, in their disputes with telecommunications providers. We are providing a supplementary submission to our 11 September 2020 submission which can be read here. Systemic issues and policy
- [Victorian Default Offer 2021 – Draft Decision](https://consumeraction.org.au/victorian-default-offer-2021-draft-decision/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Service Commission’s (the Commission) Victorian Default Offer 2021 Draft Decision (the Draft Decision). We are pleased to see that the Draft Decision will result in average bills falling for households. COVID-19 is inflicting significant financial stress on the Victorian community and
- [Not serving the community: Why we oppose the Cashless Debit Card scheme](https://consumeraction.org.au/not-serving-the-consumer-or-community-why-we-oppose-the-cashless-debit-card-scheme/) - Consumer Action seeks to enhance the rights of consumers and promote a marketplace where business plays fair. The Cashless Debit Card (CDC) undermines the role of the market in serving consumer and community interests, and instead places punitive measures on those that are forced to use the card in order to access their income support
- [“Stop the harm”: Renewed calls for consumer lease providers to be kicked off Centrepay ](https://consumeraction.org.au/stop-the-harm-renewed-calls-for-consumer-lease-providers-to-be-kicked-off-centrepay/) - The Commonwealth Ombudsman recently handed down its final decision on Consumer Action Law Centre's complaints about Services Australia failing to enforce the Centrepay Policy against predatory consumer lease providers. Consumer Action complained to the Commonwealth Ombudsman about the inadequate response of Services Australia (previously Department of Human Services) to complaints made on behalf of 11 clients who
- [Predatory lending risks undermining Government's economic recovery effort](https://consumeraction.org.au/predatory-lending-risks-undermining-governments-economic-recovery-effort/) - With jobs, household spending and economic recovery the focus of last night’s Budget, the Stop the Debt Trap Alliance is warning that lax protections from predatory lenders risk undermining the Government’s efforts. “For the many people out of work due to the Covid-19 crisis, this will be the first time they’ve faced the prospect of not being able to pay the bills,” says Gerard Brody, CEO of Consumer Action Law Centre. “Data shows that people
- [Consumer groups call for an end to telco rip offs](https://consumeraction.org.au/consumer-groups-call-for-an-end-to-telco-rip-offs/) - Consumer groups* have shared harrowing stories of telco companies mistreating people around Australia and are calling on the Federal Government to fix the system so people are treated fairly. The calls are part of a submission that has been made by Consumer Action, WEstjustice and and the Victorian Aboriginal Legal Service to the Government’s review
- [Corporate regulator takes legal action to stop harmful rogue lending](https://consumeraction.org.au/corporate-regulator-takes-legal-action-to-stop-harmful-rogue-lending/) - The Australian Securities and Investments Commission (ASIC) this week commenced legal proceedings against Cigno Pty Ltd (Cigno) and BHF Solutions Pty Ltd (BHFS), alleging the companies provided credit to people without a licence. Consumer Action Law Centre, Financial Rights, and WEstjustice welcome the move by ASIC. All three organisations regularly receive calls from people who have
- [Government waters down payday lending reforms](https://consumeraction.org.au/government-waters-down-payday-lending-reforms/) - The Government has announced that it will weaken proposed consumer protections it promised to implement nearly four years ago in relation to small amount credit contracts (payday loans) and consumer leases. In a statement, Treasurer Josh Frydenberg also flagged a devastating rollback of responsible lending obligations for banks and other lenders. The Government indicated it intends to break its promise to reign in payday lenders and consumer lease
- [Telecommunications Consumer Safeguards: Choice and Fairness](https://consumeraction.org.au/telecommunications-consumer-safeguards-choice-and-fairness/) - Consumer Action, WEstjustice, VALS, FCVic, BCLS, HRCLS and HAAG consider it beyond dispute that telecommunications services, including internet services and mobile phones, are necessary for social inclusion and daily participation in essential activities. The ongoing COVID-19 emergency and associated social distancing, border closures, office and school closures, and quarantine requirements have made this painfully obvious.
- [Consumer groups slam move to remove responsible lending law](https://consumeraction.org.au/consumer-groups-slam-move-to-remove-responsible-lending-law/) - Removing credit protections will cause harm to people and the economy CHOICE, Consumer Action Law Centre, Financial Counselling Australia and Financial Rights Legal Centre have responded to the Government’s announcement that it will remove credit protections for borrowers saying right now what people need is more income, not more debt. Government’s proposed reforms will remove
- [Revamped Koorihelp website and Facebook page launched for community](https://consumeraction.org.au/revamped-koorihelp-website-and-facebook-page-launched-for-community/) - Consumer Action has launched a revamped Koorihelp website and new Facebook page focused on providing the latest information about pressing consumer issues and services to Victoria’s Aboriginal and Torres Strait Islander communities in a culturally sensitive and respectful way. “Our webpages and Facebook site are windows to free legal advice and financial counselling services and support
- [Government-led Senate Committee backs strengthening consumer protections for predatory payday loans and high-cost leases](https://consumeraction.org.au/government-led-senate-committee-backs-strengthening-consumer-protections-for-predatory-payday-loans-and-high-cost-leases/) - A Senate Committee has handed down its final report on proposed reforms to payday loans and consumer leases in the National Consumer Credit Protection Amendment (Small Amount Credit Contract and Consumer Lease Reforms) Bill 2019 (No. 2), otherwise known as the SACC Bill. The Committee recommended the Government ‘progress sensible reform and strengthen regulation in
- [Consumer groups welcome South Australian crackdown on predatory lenders](https://consumeraction.org.au/consumer-groups-welcome-south-australian-crackdown-on-predatory-lenders/) - Consumer groups have applauded the South Australian government’s plans to crackdown on payday lenders and consumer lease providers. The government’s proposed laws would introduce important consumer protections to help combat these high cost predatory lenders. “Taking this step during the COVID crisis is the right move as it will help protect South Australians from exploitative credit and expensive leases for household products,” said Gerard Brody, CEO Consumer Action. “Other state governments
- [Australian Competition Tribunal decision: A missed opportunity to improve solar sales practices](https://consumeraction.org.au/australian-competition-tribunal-decision-a-missed-opportunity-to-improve-solar-sales-practices/) - The Australian Competition Tribunal (the Tribunal) has handed down its decision today on the New Energy Tech Consumer Code (the Code), the proposed industry code for new energy technology such as solar panel sales and installations. The Tribunal declined to authorise protections for consumers relating to door-to-door sales, telemarketing and unaffordable unregulated finance, which the Consumer Action Law Centre advocated for to strengthen protections against harm caused to consumers by poor and unlawful selling practices in
- [Modernising the Telecommunications Industry Ombudsman Terms of Reference](https://consumeraction.org.au/modernising-the-telecommunications-industry-ombudsman-terms-of-reference/) - WEstjustice, Consumer Action Legal Centre, Financial Rights Legal Service, and Financial Counselling Australia provide legal casework and financial counselling services to consumers, particularly those experiencing disadvantage, in their disputes with telecommunications providers. In addition to our direct experience assisting consumers in the Telecommunication Industry Ombudsman’s (TIO) dispute resolution service, we have cross-industry experience advocating on
- [Extension of bankruptcy threshold protections should be made permanent](https://consumeraction.org.au/extension-of-bankruptcy-threshold-protections-should-be-made-permanent/) - Consumer groups have welcomed the Government’s extension of bankruptcy threshold protections until the end of the year because of the COVID emergency and are calling for the changes to be made permanent. Temporary bankruptcy changes due to expire on 30 September will now be extended to 31 December 2020. These changes include raising the minimum amount
- [COVID is making the debt crisis worse, let's act now and treat people fairly](https://consumeraction.org.au/covid-is-making-the-debt-crisis-worse-lets-act-now-and-treat-people-fairly/) - First published in the Herald Sun 10 September 2020 Australians’ debt problems will skyrocket due to the COVID-19 recession. We need to act now to ensure people in debt are treated fairly in the months and years to come. In their updates to the stock market last month, ANZ and Westpac announced top ups to
- [Standing up against systemic racism](https://consumeraction.org.au/standing-up-against-systemic-racism/) - Consumer Action Law Centre stands in solidarity with all those protesting systemic racism over recent months. Our colleagues at Victorian Aboriginal Legal Service (VALS) have issued a statement regarding Aboriginal deaths in custody and the recent protests. We support VALS asserting the importance of having a national conversation about the fair and just treatment of
- [Report misses the mark on buy now pay later regulation](https://consumeraction.org.au/report-misses-the-mark-on-buy-now-pay-later-regulation/) - The Senate Select Committee on Financial Technology and Regulatory Technology has published its Interim Report. Consumer groups say the Interim Report has missed the mark on its recommendation encouraging self-regulation in ‘innovative’ financial services. Among its findings the Committee recommends that the Australian Government establish a “…culture of innovation and competition in financial services by
- [The sale of add-on financial products through car yard intermediaries](https://consumeraction.org.au/the-sale-of-add-on-financial-products-through-car-yard-intermediaries/) - Consumer Action Law Centre, Financial Rights Legal Centre and WEstjustice have made a submission to the Australian Securities and Investment Commission (ASIC) Consultation – Product intervention: The sale of add-on financial products through car yard intermediaries Revised Draft Instrument– addressing the sale of add-on insurance and warranty products sold with motor vehicles. This submission includes
- [Taking advantage: The negative impact of funeral insurance in Aboriginal Communities](https://consumeraction.org.au/taking-advantage-the-negative-impact-of-funeral-insurance-in-aboriginal-communities/) - This opinion piece is by Kaylee Anderson and Mark Holden and it is based on an article – ‘The impact of funeral insurance in Aboriginal and Torres Strait Islander communities’ – which first appeared in Precedent, the journal of the Australian Lawyers Alliance, issue 160, published in October 2020 (Sydney, Australia, ISSN 1449-7719), pp38–42. It has
- [$28 million of junk add-on insurance claims and counting… ASIC must act now to fix junk insurance    ](https://consumeraction.org.au/28-million-of-junk-add-on-insurance-claims-and-counting-asic-must-act-now-to-fix-junk-insurance/) - Consumer Action Law Centre, Financial Rights Legal Centre and WEstjustice have made a submission to the corporate regulator urging a crackdown on junk insurance sales in car yards. The submission criticises delays in implementing proposed reforms and uses data and case studies to clearly demonstrate the harm people will continue to experience until the Australian Securities and Investments Commission (ASIC) intervenes in the sale of car yard junk insurance. “I find it disappointing that, despite Parliament’s explicit intention that ASIC use
- [Time's up: Government must step up and pass payday lending and rent-to-buy reforms](https://consumeraction.org.au/small-amount-credit-contracts-senate-inquiry/) - Consumer Action's submission to the Senate Economics Legislation Committee calls on Parliament to pass the National Consumer Credit Protection Amendment (Small Amount Credit Contract and Consumer Lease Reforms) Bill 2019 (No. 2) as a matter of urgency. For years now we have watched progress on implementing the SACC Bill stall as industry lobbyists fight to derail these
- [Debt collection - What can I do if a debt collector calls?](https://consumeraction.org.au/fs11-what-can-i-do-if-a-debt-collector-calls/) - Use this fact sheet if: a creditor or debt collector has contacted you demanding that you pay a consumer debt; and legal proceedings have not been issued. If your problem relates to Centrelink debt collection, click here for information from the National Welfare Rights Network. What can I do when a debt collector contacts me?
- [Private car parking fines](https://consumeraction.org.au/private-car-parking-fines/) - Key points: Private car parks cannot ‘fine’ consumers Carefully consider your options if you get a demand for payment from a private car park As of 26 August 2015, there are restrictions on private car park operators in Victoria accessing your name and address from the VicRoads registration database. Without your name and address, they
- [Inquiry into Victoria’s Response to COVID-19](https://consumeraction.org.au/inquiry-into-victorias-response-to-covid-19/) - COVID-19 has deeply affected the Victorian community in unprecedented ways. With a significant number of job losses and most of the population staying at home in compliance with public health orders, the need for Victorians to stay connected to essential services like energy is more important than ever. The financial impacts of COVID19 have only
- [Using the product intervention power: Continuing credit contracts](https://consumeraction.org.au/using-the-product-intervention-power-continuing-credit-contracts/) - The Australian Securities and Investment Commission (ASIC) is consulting on using its product intervention powers (PIP) against the second Cigno lending model. Consumer Action Law Centre (Consumer Action), WEstjustice and the Financial Rights Legal Centre (Financial Rights) strongly support ASIC’s proposed intervention to ban the issuing of continuing credit contracts in the manner described in
- [A joint submission to the Electricity Distribution Price Review (2022-2027 Victorian EDPR)](https://consumeraction.org.au/a-joint-submission-to-the-electricity-distribution-price-review-2022-2027-victorian-edpr/) - Affordable electricity remains critical for vulnerable Victorians and a lack of energy affordability denies people sufficient access to an essential service. Further, high energy costs are a major cause of financial stress for many and can lead to further debt. As a result, Consumer Action recently joined a group of Victorian community organisations in making a
- [Submission: Maximum prices for embedded networks and other exempt sellers](https://consumeraction.org.au/submission-maximum-prices-for-embedded-networks-and-other-exempt-sellers/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Essential Service Commission’s (ESC) Maximum prices for embedded networks and other exempt sellers Draft Decision (Draft Decision). We strongly support the general principles applied in the draft decision.Applying the Victorian Default Offer (VDO) as the cap for pricing from exempt sellers is
- [Comment to the Class Action Inquiry](https://consumeraction.org.au/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 provide Australians a valuable mechanism for accessing justice where systematic or repetitive conduct by the same party has caused similar harm to numerous individuals. Class actions also provide a substantive
- [Submission to the Parliamentary Joint Committee's Class Action Inquiry](https://consumeraction.org.au/submission-to-the-parliamentary-joint-committees-class-action-inquiry/) - Class actions provide Australians a valuable mechanism for accessing justice where systematic or repetitive conduct by the same party has caused similar harm to numerous individuals. Class actions also provide a substantive deterrent against wrongdoing where the likelihood of a single individual taking legal action may be low, and reduce the burden that running multiple
- [Submission: Essential Service Commission’s Electricity Distribution Code review](https://consumeraction.org.au/submission-essential-service-commissions-electricity-distribution-code-review/) - Consumer Action has commented on the Essential Service Commission’s (ESC) Electricity Distribution Code review – customer service standards draft decision (Draft Decision). We generally support the proposals form the ESC in the Draft Decision. As a whole, the proposals will ensure that households can expect better communication from electricity distributors where there may be disruption
- [Submission supporting the re-authorisation of the Solar Code](https://consumeraction.org.au/submission-supporting-the-re-authorisation-of-the-solar-code/) - Consumer Action has supported the Clean Energy Council (CEC)’s application for re-authorisation of the Solar Retailer Code of Conduct (the Solar Code). Principally, we support the application to avoid a gap in protections between the expiry of the current Solar Code and the commencement of the New Energy Tech Consumer Code (NETCC). Consumer Action intervened
- [Supporting energy customers through the coronavirus pandemic – Draft Decision ](https://consumeraction.org.au/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 appropriate heating. Consumer Action Law Centre welcomes the opportunity to comment on the Essential Service Commission’s (ESC)Supporting energy customers through the coronavirus pandemic – Draft Decision. We strongly support the
- [Submission to the Essential Services Commission on the Victorian Default Offer](https://consumeraction.org.au/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 reduce the Victorian Default Offer (VDO) from 1 January 2021. There is significant financial stress being inflicted on the Victorian community due
- [Consumer groups welcome NAB crackdown on debt vultures](https://consumeraction.org.au/consumer-groups-welcome-nab-crackdown-on-debt-vultures/) - Consumer groups have welcomed a crackdown on debt vultures by National Australia Bank (NAB). In a statement today, NAB says it will no longer deal with unlicensed debt management providers. Consumer organisations commonly describe these businesses as “debt vultures” because of the harm they cause. Debt vultures target people concerned about bills, home repossession or
- [Responsible lending law reform needed urgently](https://consumeraction.org.au/responsible-lending-law-reform-needed-urgently/) - Consumer groups are extremely disappointed in ASIC’s decision not to appeal the Full Federal Court’s decision in the Westpac case to the High Court of Australia.[1] The Financial Rights Legal Centre (Financial Rights), Consumer Action Law Centre (Consumer Action), CHOICE and Financial Counselling Australia (FCA) had supported the view, also enunciated by Commissioner Hayne in
- [Regulator proposes to stop the latest predatory lending model involving Cigno](https://consumeraction.org.au/regulator-proposes-to-stop-the-latest-predatory-lending-model-involving-cigno/) - The corporate regulator is proposing to again use its product intervention power (PIP) in relation to Cigno and BHF Solutions. Consumer Action Law Centre supports the move, saying there is a desperate need for regulatory intervention to prevent harmful lending models ripping off more Australians. The Australian Securities & Investments Commission (ASIC) released a consultation paper
- [Banks Announcement of Further Assistance for Customers a Timely Relief](https://consumeraction.org.au/banks-announcement-of-further-assistance-for-customers-a-timely-relief/) - Today’s announcement by the banking industry of further assistance to help customers experiencing financial hardship will provide some important relief to those who continue to be impacted by COVID-19. Consumer Action, CHOICE, Financial Rights Legal Centre, and Financial Counselling Australia are at the forefront of helping people impacted by COVID-19, particularly people doing it tough.
- [Regulator reveals telcos failing to do proper credit checks ](https://consumeraction.org.au/regulator-reveals-telcos-failing-to-do-proper-credit-checks/) - The telco regulator has released worrying findings from its mystery shopping study into companies' credit assessments today. The study released today by the Australian Communications and Media Authority (ACMA) revealed that in-store sales staff are often failing to assess if customers can afford expensive post-paid telco products, with 22% of people not being asked any questions about their capacity to pay for their phone, in breach of the Telecommunications Consumer Protection (TCP) Code.The
- [Consumer groups: Federal insurance pricing monitor a ‘national priority’ ahead of next bushfire season as NSW office closes](https://consumeraction.org.au/consumer-groups-federal-insurance-pricing-monitor-a-national-priority-ahead-of-next-bushfire-season-as-nsw-office-closes/) - The closure of the NSW insurance pricing monitor today leaves a gap in consumer protection that should be filled by an independent national body says a coalition of consumer groups. The NSW Emergency Services Levy Insurance Monitor’s office (the Monitor), headed by Professor Allan Fels AO, helped to curtail price gouging by insurers in NSW.
- [Consumer Action asks Tribunal to stop ‘buy now pay later’ solar rip offs](https://consumeraction.org.au/consumer-action-asks-tribunal-to-stop-buy-now-pay-later-solar-rip-offs/) - Today the Australian Competition Tribunal will commence hearing arguments on the New Energy Tech Consumer Code (the Code), the proposed industry code for new energy technology such as solar panel sales and installations. The Tribunal will focus on the use of buy now pay later (BNPL) finance in sales of new energy technology. Consumer Action
- [Submission to the Senate Select Committee on COVID-19](https://consumeraction.org.au/senate-inquiry-covid19/) - 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 financial counselling services, which could be attributed to the increased income support available for people who have lost work in the form of JobSeeker
- [Overwhelmed by bills or struggling financially as a result of COVID-19?](https://consumeraction.org.au/overwhelmed-by-bills-or-struggling-financially-as-a-result-of-covid-19/) - COVID-19 means this year we are staying at home now more than ever. As a result, your bills might be a lot higher than they were. As we enter the winter months, keeping warm and safe is more important than ever especially during this crisis. Health experts have had one message: stay at home. “No one deserves to
- [Australians urged to share their stories about financial hardship during COVID-19](https://consumeraction.org.au/australians-urged-to-share-their-stories-about-financial-hardship-during-covid-19/) - Today, Consumer Action Law Centre has launched an online form to enable people to share their experiences of financial hardship during the Covid-19 emergency. The goal is to help track the severity and breadth of financial hardship during the crisis, and assess the effectiveness of government and industry responses.The form can be accessed here. Consumer Action
- [Are you experiencing financial hardship during the Covid-19 crisis?](https://consumeraction.org.au/financial-hardship-covid19/) - The effects of the Covid-19 health crisis are being felt by everyone in our community. We want to hear about how Covid-19 has affected your financial wellbeing. We’re worried that people might: have their electricity, gas, or water disconnected, have access to their phone or internet cut off, be harassed by debt collectors, be targeted
- [Keeping communities connected](https://consumeraction.org.au/keepconnected-2/) - Essential services such as housing, electricity, water and telecommunications have huge implications on the health and wellbeing of our community. Now more than ever, it’s important people remain connected to these essential services. Community organisations and service providers are calling on companies and governments to commit the following COVID-19 relief measures (see here). We want to hear
- [Junk insurance rorts continue despite millions in refunds](https://consumeraction.org.au/junk-insurance-rorts-continue-despite-millions-in-refunds/) - The Australian Securities and Investments Commission’s (ASIC) announcement today that it has secured its final tranche of remediation for consumers sold junk consumer credit insurance (CCI) by 11 banks and lenders is good news for the public with over $160 million delivered in refunds. “At the same time, it’s a stark reminder that all too often banks and insurers put profits ahead of their customers’ interests,” said Gerard Brody, CEO
- [$3.7 million package announced for Victorians struggling with energy bills](https://consumeraction.org.au/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 into the winter months. "The Victorian Government is right to recognise that a wave of energy debt and other debt issues are yet to
- [Government reaffirms commitment to implement Banking Royal Commission reforms in full](https://consumeraction.org.au/government-reaffirms-commitment-to-implement-banking-royal-commission-reforms-in-full/) - Today the Government announced a six-month deferral to the implementation of commitments associated with the Banking Royal Commission. Under the updated timetable, measures previously scheduled for introduction by 30 June 2020 will now be introduced by December 2020. Similarly, measures originally scheduled for introduction by December 2020 will now be introduced by 30 June 2021. Consumer Action
- [Hayne Royal Commission insurance reforms should be introduced into Parliament in next sitting](https://consumeraction.org.au/insurance-reforms-should-be-introduced/) - A coalition of consumer advocacy groups is calling on the Federal Government to urgently implement much-needed reforms to the insurance industry as recommended by the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry (the Royal Commission). "These reforms must be implemented without delay as they will make a positive difference in the
- [Over 1,000 requests to disconnect Victorians for not paying their electricity bills during Covid-19 health crisis](https://consumeraction.org.au/over-1000-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 March this year. The figures reveal serious failings in energy retailers’ current disconnection policies, with consumer advocates warning they could be putting people’s health and
- [Submission: Bushfire Royal Commission and insurance affordability](https://consumeraction.org.au/bushfire-royal-commission/) - Consumer Action’s submission to the Royal Commission into National Natural Disaster Arrangements covers the insurance and financial challenges faced by communities in the aftermath of the Black Summer bushfires, which the Centre says have been compounded by the impacts of Covid-19. Consumer Action is calling for an urgent independent review of insurance affordability in Australia, particularly in
- [Consumer group tells Bushfire Royal Commission that climate change is creating a perfect storm for insurance affordability](https://consumeraction.org.au/consumer-group-tells-bushfire-royal-commission-that-climate-change-is-creating-a-perfect-storm-for-insurance-affordability/) - Consumer Action has warned that climate change is expected to make insurance unaffordable for many as extreme weather events hit Australia as part of its submission to the Bushfire Royal Commission released today. Consumer Action’s submission to the Royal Commission into National Natural Disaster Arrangements covers the insurance and financial challenges faced by communities in the aftermath
- [We’re at crisis point. Government needs to shut down predatory lenders.](https://consumeraction.org.au/were-at-crisis-point-government-needs-to-shut-down-predatory-lenders/) - Every week, community and consumer advocates speak to people trapped in payday lending debt. For years, we’ve been campaigning to stop the debt trap and harm caused by payday lenders. We’ve talked to government, to regulators, to anyone who might listen, calling on them to pull payday lenders into line – and our pleas went
- [Predatory lender Cigno has case thrown out by Federal Court](https://consumeraction.org.au/predatory-lender-cigno-has-case-thrown-out-by-federal-court/) - The Australian Securities and Investments Commission (ASIC) took swift action in September 2019 using its new product intervention powers to shut down the high cost lending model, which was causing widespread detriment in the community. Consumer groups have congratulated the regulator on taking such decisive action against predatory lending. Cigno used a sophisticated broker system
- [A little relief will go a long way for thousands struggling due to COVID-19](https://consumeraction.org.au/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 their rent or their mortgage, while keeping the lights on and food on the table. More than 30 community service organisations around
- [Joint Submission: Implementing the Royal Commission recommendations: Mortgage brokers and the best interests duty](https://consumeraction.org.au/joint-submission-implementing-the-royal-commission-recommendations-mortgage-brokers-and-the-best-interests-duty/) - A joint consumer submission from Consumer Credit Legal Service (WA), CHOICE,Consumer Action Law Centre, Financial Counselling Australia and Financial Rights Legal Centre. It’s time to make mortgage brokers act in the best interests of their customers. As the Banking Royal Commission revealed, simply telling a financial services institution or intermediary to prioritise the best interests
- [Product design and distribution obligations –ASIC Consultation Paper 325](https://consumeraction.org.au/product-design-and-distribution-obligations-asic-consultation-paper-325/) - Consumer groups have commented on ASIC’s Consultation Paper 325 – Product design and distribution obligations. We strongly support the introduction of product design and distribution obligations (DDOs). If implemented effectively, these obligations should significantly reduce mis-selling of financial products in Australia, and improve the quality and suitability of products sold to consumers. DDOs principles send
- [No impact on credit files during COVID-19 pandemic a welcome announcement by banks](https://consumeraction.org.au/no-impact-on-credit-files-during-covid-19-pandemic-a-welcome-announcement-by-banks/) - Consumer groups welcome the announcement by the Australian Banking Association that bank customers applying for payment deferrals as a result of the COVID-19 pandemic will not have a missed payment or hardship flag appear on their credit file. Importantly, this approach will apply across the board to all consumer debt, including mortgages, personal loans and credit cards. Consumer
- [Assessing the energy retail market’s competitiveness and efficiency](https://consumeraction.org.au/assessing-the-energy-retail-markets-competitiveness-and-efficiency/) - Consumer Action has provided a submission to the Essential Services Commission’s (ESC) consultation "Assessing the competitiveness and efficiency of the Victorian energy retail market" The submission emphasises that it is important for the ESC to monitor energy retailers to ensure fair outcomes for all households. We reiterate that “competition is a means to an end
- [Treasury consultation: Enhancements to Unfair Contract Term Protections](https://consumeraction.org.au/treasury-consultation-enhancements-to-unfair-contract-term-protections/) - Consumer Action has provided a joint submission to Treasury's consultation on Enhancements to Unfair Contract Term (UCT) Protections. Nearly a decade of the current UCT legislative regime has not eradicated UCTs from standard form consumer contracts. We continue to see UCTs be used and relied on by business across a wide range of industries, despite
- [Telco companies are failing people in financial hardship](https://consumeraction.org.au/telco-companies-are-failing-people-in-financial-hardship/) - A report released this week by the Australian Communications and Media Authority (ACMA) shows that telco providers are not adequately identifying and supporting customers experiencing financial hardship. The ACMA reports shows that just 0.07 percent of residential telco customers were in a financial hardship arrangement with their telco provider – compared to more than 1
- [Community and consumer organisation joint proposal: COVID-19 National Energy Hardship Relief Package](https://consumeraction.org.au/community-and-consumer-organisation-joint-proposal-covid-19-national-energy-hardship-relief-package/) - The Public Interest Advocacy Centre joins a coalition of leading consumer and community organisations to call for immediate Commonwealth Government funding and stronger commitments by energy businesses so people can afford their energy bills during the COVID-19 social, economic and health crisis. In a joint statement released today, the groups call on the Government
- [Consumer Action Law Centre's work during COVID-19 health crisis](https://consumeraction.org.au/consumer-action-law-centres-work-during-covid-19-health-crisis/) - The team at Consumer Action Law Centre are continuing to support people experiencing vulnerability and disadvantage through COVID-19. Our free Consumer Legal Advice Service continues to operate, including through our new online chatbot which can receive consumer enquiries at any hour. Our lawyers can be contacted by phone between 10am – 1pm each day. Our
- [Keep communities connected, urge more than 40 community organisations across Australia](https://consumeraction.org.au/keep-communities-connected/) - 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 connected to essential services during this time. Since releasing an initial statement earlier this week, more than forty community organisations and service providers have joined the call for governments and companies to commit to three
- [Report: Regulator Watch](https://consumeraction.org.au/report-regulator-watch/) - Consumer Action Law Centre has released its second edition of Regulator Watch: The enforcement performance of Australia’s consumer protection regulators. In 2013, Consumer Action published the first edition of ‘Regulator Watch’, which was written in response to the absence of a public mechanism to compare the enforcement work being done by Australia’s various consumer protection
- [Banking Royal Commission reforms: “Pivotal moment in implementing Hayne’s vision”](https://consumeraction.org.au/banking-royal-commission-reforms-pivotal-moment-in-implementing-haynes-vision/) - Consumer Credit Legal Service (WA), CHOICE, Consumer Action Law Centre, Financial Counselling Australia, Financial Rights Legal Centre and Super Consumers Australia have today published policy submissions that respond to 22 of the Royal Commission’s 76 recommendations. Full consumer group submissions available on Dropbox [here] After the shocking scandals of the Royal Commission, consumer
- [Joint submission: Re: Financial Regulator Assessment Authority Bill 2020](https://consumeraction.org.au/joint-submission-re-financial-regulator-assessment-authority-bill-2020/) - This is a joint consumer submission from Financial Rights Legal Centre, CHOICE and the Consumer Action Law Centre to Treasury providing comment on the Financial Regulator Assessment Authority Bill 2020. Read full submission [here]
- [Joint submission to the Treasury re: Duty to take reasonable care not to make a misrepresentation to an insurer](https://consumeraction.org.au/joint-submission-to-the-treasury-re-duty-to-take-reasonable-care-not-to-make-a-misrepresentation-to-an-insurer/) - This is a joint consumer submission from the Financial Rights Legal Centre, Consumer Action Law Centre, CHOICE, the Public Interest Advocacy Centre, Financial Counselling Australia, and the Consumer Credit Legal Service (WA). Our organisations have made comprehensive contributions to the Financial Services Royal Commission that led to an examination of the duty of disclosure, and
- [Joint submission: Exposure draft – Deferred sales model for add-on insurance – FSRC Rec 4.3](https://consumeraction.org.au/joint-submission-exposure-draft-deferred-sales-model-for-add-on-insurance-fsrc-rec-4-3/) - This submission has been prepared by Consumer Action Law Centre with contributions and endorsement from Financial Rights Legal Centre, Financial Counselling Australia, CHOICE, Consumer Credit Law Centre SA, Consumer Credit Legal Service (WA) and the Australian Communications Consumer Action Network, and reflects our support for the Government’s commitment to implement Recommendation 4.3 of the Financial
- [Joint submission: Exposure draft – No hawking of financial products – FSRC Rec 3.4 and 4.1](https://consumeraction.org.au/joint-submission-exposure-draft-no-hawking-of-financial-products-fsrc-rec-3-4-and-4-1/) - This submission has been prepared by Consumer Action Law Centre with contributions and endorsements from Financial Rights Legal Centre, CHOICE, Consumer Credit Legal Service (WA), and Financial Counselling Australia. We strongly support the Government banning the unsolicited selling of financial products, including insurance and superannuation, and this submission makes comments and recommendations to ensure the
- [Joint submission: Strengthening breach reporting](https://consumeraction.org.au/joint-submission-strengthening-breach-reporting/) - This is a joint consumer submission from Consumer Credit Legal Service (WA), CHOICE, Consumer Action Law Centre and Financial Rights Legal Centre. We strongly support proposed reforms to the breach reporting regime, and believe we need an objective significance test, expansion options, public data on breach reporting and the expansion of breach reporting requirements to
- [Joint submission: Enforceability of financial services industry codes](https://consumeraction.org.au/joint-submission-enforceability-of-financial-services-industry-codes/) - This is a joint submission by Financial Rights Legal Centre, the Consumer Action Law Centre, CHOICE, Financial Counselling Australia, Consumer Credit Legal Service (WA) and the Consumers’ Federation of Australia to the Treasury’s exposure draft legislation and materials re: Enforceability of Financial Services Industry codes – implementing recommendation 1.15 of the banking, superannuation and Financial
- [Joint submission re: Exposure Draft Implementation of ASIC Enforcement Review Taskforce – Directions Power](https://consumeraction.org.au/joint-submission-re-exposure-draft-implementation-of-asic-enforcement-review-taskforce-directions-power/) - This submission has been drafted by Consumer Action Law Centre with contributions and endorsement from Financial Rights Legal Centre, CHOICE, Consumer Credit Legal Service (WA), and Financial Counselling Australia and provides comment on the Exposure Draft of the Financial Sector Reform (Hayne Royal Commission Response – Stronger Regulators (2020 Measures)) Bill 2020: FSRC rec. 7.2
- [Joint submission re: Exposure Draft: Cap on vehicle dealer commissions](https://consumeraction.org.au/joint-submission-re-exposure-draft-cap-on-vehicle-dealer-commissions/) - This submission has been drafted by Consumer Action Law Centre with contributions and endorsement from Financial Rights Legal Centre, CHOICE, Financial Counselling Australia, and Consumer Credit Legal Service (WA). Our organisations support the introduction of a cap on the amount of commission that may be paid to vehicle dealers in relation to the sale of
- [Joint submission: Financial Services Royal Commission Recommendations 4.6 – Limiting avoidance of life insurance contracts](https://consumeraction.org.au/joint-submission-financial-services-royal-commission-recommendations-4-6-limiting-avoidance-of-life-insurance-contracts/) - This is a joint consumer submission from the Financial Rights Legal Centre, Consumer Action Law Centre, CHOICE, the Public Interest Advocacy Centre, Financial Counselling Australia and Consumer Credit Legal Services (WA). This submission provides comment on on Treasury’s exposure draft legislation and materials re: Limiting avoidance of life insurance contracts – implementing recommendation 1.15 of
- [Joint submission: Financial Services Royal Commission Additional commitment in response to Recommendation 4.2 – Restricting the use of the term ‘insurance’ and ‘insurer’](https://consumeraction.org.au/joint-submission-financial-services-royal-commission-additional-commitment-in-response-to-recommendation-4-2-restricting-the-use-of-the-term-insurance-and-insurer/) - This is a joint submission from the Financial Rights Legal Centre, Consumer Action Law Centre, CHOICE, Financial Counselling Australia and Consumer Credit Legal Service (WA) and provides comment on the Treasury’s exposure draft legislation and materials re: restricting use of the term ‘Insurance’ and ‘Insurer’ – implementing additional commitment in response to Recommendation 4.2 of
- [Joint submission: Re: Ongoing fee arrangements and disclosure of lack of independence](https://consumeraction.org.au/joint-submission-re-ongoing-fee-arrangements-and-disclosure-of-lack-of-independence/) - This is a joint consumer submission from Financial Rights Legal Centre, CHOICE and the Consumer Action Law Centre. Read the full submission [here]
- [Legal Assistance To Victims Of Financial Services Wrongdoing Needs Boost](https://consumeraction.org.au/legal-assistance-to-victims-of-financial-services-wrongdoing-needs-boost/) - Collectively, our services assist thousands of Australians subjected to poor bank and insurer behaviour every year. However we are only ever able to serve a fraction of the demand. Free and independent legal assistance for people experiencing financial hardship, stress and other difficulties has been crucial to expose and subsequently address the wrongdoing found during
- [Households in embedded networks need fair electricity prices](https://consumeraction.org.au/households-in-embedded-networks-need-fair-electricity-prices/) - 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 conventional arrangements. We support the Essential Service Commission’s initial proposal to apply the Victorian Default Offer (VDO) as the maximum price that exempt sellers may charge embedded
- [New report reveals how irresponsible lenders are causing harm in Victorian Aboriginal communities](https://consumeraction.org.au/consumer-issues-victorian-aboriginal-communities/) - Consumer Action Law Centre (Consumer Action) and the Victorian Aboriginal Legal Service (VALS) are launching a new report on how irresponsible lenders are causing harm in Victorian Aboriginal communities, highlighting the harmful sales tactics used by some companies and heartbreaking personal stories. ‘Consumer issues in Victorian Aboriginal communities’ is based on a project of Consumer Action
- [This isn’t news, but thousands of people getting caught in debt is](https://consumeraction.org.au/this-isnt-news-but-thousands-of-people-getting-caught-in-debt-is/) - Consumer Action Law Centre (Consumer Action) has made a submission on reforms to make payday loans and rent-to-buy schemes safer, fairer and more affordable. This is the fourth time the Centre has made such a submission. It’s getting quite boring really. The submission was to the Senate Committee tasked with reviewing proposed legislation jointly introduced
- [Establishing a Compensation Scheme of Last Resort](https://consumeraction.org.au/establishing-a-compensation-scheme-of-last-resort/) - Consumer groups have made a joint submission to the Treasury’s Discussion Paper, Implementing Royal Commission Recommendation 7.1 – Establishing a Compensation Scheme of Last Resort (December 2019). This submission has been drafted by Consumer Action Law Centre with contributions and endorsement from the following organisations: CHOICE Consumer Credit Legal Service (WA) Inc Financial Counselling Australia
- [Implement strong protections to ensure households benefit from new energy technology](https://consumeraction.org.au/implement-strong-protections-to-ensure-households-benefit-from-new-energy-technology/) - As other new energy technologies become increasingly available for an even greater number of consumers, robust protections must be implemented to ensure good outcomes for consumers accessing essential energy services.
- [Maintain households' rights when accessing essential energy services](https://consumeraction.org.au/maintain-households-rights-when-accessing-essential-energy-services/) - 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 risks to consumers.
- [The Debt Trap: How payday lending is costing Australians](https://consumeraction.org.au/20191112-the-debt-trap-report/) - The Debt Trap: How payday lending is costing Australians projected that the gross amount of payday loans undertaken in Australia will reach a staggering 1.7 billion by the end of 2019. It also found that: Over 4.7 million individual payday loans were taken on by around 1.77 million households between April 2016 and July 2019,
- [Delivering on the promise to ban vendor terms and rent-to-buy agreements from Victoria’s housing market](https://consumeraction.org.au/delivering-on-the-promise-to-ban-vendor-terms-and-rent-to-buy-agreements-from-victorias-housing-market/) - Over the years, our team has assisted a number of people who have been adversely affected by failed vendor finance and rent-to-buy deals, which are promoted as an opportunity to achieve home ownership for those who can’t afford it, but ultimately turn the ‘great Australian dream’ of homeownership into a nightmare. Consumer Action has seen
- [Consumer advocates welcome Act implementing three key Banking Royal Commission recommendations](https://consumeraction.org.au/act-implementing-3-key-banking-royal-commission-recommendations/) - Today the Government passed the first omnibus bill in the wake of the Banking Royal Commission, which consumer advocates say will help address long-standing problems with unfair insurance contracts, funeral expenses policies and mortgage broking. The Financial Sector Reform (Hayne Royal Commission Response—Protecting Consumers (2019 Measures) Act 2019 will address recommendations 4.7, 1.2 and 4.2
- [Critical moment to fix and prevent systemic mis-selling of junk insurance and warranties through caryards](https://consumeraction.org.au/critical-moment-to-fix-and-prevent-systemic-mis-selling-of-junk-insurance-and-warranties-through-caryards/) - Since 2016, Consumer Action’s free tool, DemandaRefund.com has helped people to generate over 9,000 demands totalling an estimated $17 million in refunds for junk consumer credit insurance (CCI), guaranteed asset protection (GAP) insurance and extended warranties sold by caryards, insurers, lenders and warranty providers. Of this, a minimum $6.8 million relates to the car dealership
- [RBA Review of Retail Payments Regulation](https://consumeraction.org.au/rba-review-of-retail-payments-regulation/) - The payments landscape has changed rapidly since the RBA’s last review of retail payment systems five years ago. The emergence of new payment schemes, such as buy now, pay later (BNPL) has skewed the market by hiding the true cost of using these kinds of services. This ultimately directs consumers away from lower cost payment
- [Submission on the Australian Financial Complaints Authority (AFCA) Rules Changes](https://consumeraction.org.au/submission-on-the-australian-financial-complaints-authority-afca-rules-changes/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the proposed changes to expand AFCA’s jurisdiction to deal with eligible complaints about conduct dating back to 1 January 2008 (legacy complaints jurisdiction). This submission responds to: AFCA Rules Change Consultation paper, 18 March 2019; Draft amendments to the Rules; Draft amendments to
- [Regulatory framework for new embedded networks](https://consumeraction.org.au/submission-to-updating-the-regulatory-arrangements-for-embedded-networks/) - CALC is supportive of the AEMC’s proposed regulatory framework for new embedded networks, as equity in consumer protections should not be dependent on the business model of the supplier of energy. In particular, CALC considers that consumer protections should not be lessened in situations when consumers are supplied by exempt subsidiaries of authorised retailers
- [Comment on the ACCC’s authorisation of amendments to the 2019 Banking Code of Practice](https://consumeraction.org.au/20190625-accc-banking-code-amendments/) - 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 (ABA) application for Australian Competition and Consumer Commission (ACCC) authorisation of amendments to the 2019 Banking Code of Practice (the Code) in response to the Hayne Royal Commission final
- [Telecommunications Consumer Protection Code Inadequately Protects Consumers: Consumer Groups](https://consumeraction.org.au/20190701-tcp-code/) - 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, consumer groups including ACCAN, Consumer Action Law Centre, WEstjustice, Financial Counselling Australia, Financial and Consumer Rights Council, Financial Rights Legal Centre, Money Mob, and HK Training and Consultancy, consider that
- [Consumer Action supports ASIC use of new powers to tackle predatory credit agents such as Cigno](https://consumeraction.org.au/20190709-asic-pips-payday-loans/) - Businesses such as Cigno Pty Ltd, which facilitate access to predatory and unregulated payday loans by exploiting loopholes in the law, are on notice as the Australian Securities and Investment Commission (ASIC) confirms its intention to use its new regulatory powers. ASIC has today released a consultation paper on its intended use of new Product Intervention Powers (PIPs) to address
- [Consumer Action lodges complaint to Commonwealth Ombudsman about the Department of Human Services’ poor administration of Centrepay](https://consumeraction.org.au/20190710-centrepay-consumer-leases-complaint/) - Consumer Action Law Centre (Consumer Action) has made a formal complaint to the Commonwealth Ombudsman about the Department of Human Services (DHS). This complaint comes after the department failed on multiple occasions to apply its own policy to address exploitative consumer lease providers using the Centrepay bill-payment system. Since November 2017, Consumer Action has made
- [Regulator slams ‘junk insurance’ sold by banks as Aussies demand over $2 million in refunds](https://consumeraction.org.au/20190711-asic-junk-insurance/) - The Australian Securities and Investments Commission (ASIC) report released today confirms that consumer credit insurance, commonly tacked on when taking out a loan or credit card, is junk. This news comes as Australians demand over $2 million worth of refunds after being ripped off by junk insurance through Consumer Action’s DemandARefund tool. ASIC’s report
- [Victoria’s Mental Health Royal Commission must examine links between links between poverty, debt and mental health](https://consumeraction.org.au/20190715-submission-mental-health-royal-commission/) - Consumer Action’s financial counsellors and lawyers speak regularly to individuals experiencing mental health issues. These individuals are commonly trying to deal with a range of consumer problems including excessive debt, essential service disconnection, multiple payday loans and rejected insurance claims. Australian and international research has found clear links between poverty, mental illness and debt and
- [Insurance in super: Putting Members' Interests First Bill 2019](https://consumeraction.org.au/20190716-submission-putting-members-interest-first/) - Consumer Action Law Centre and Financial Rights Legal Centre made a joint submission to the Senate Economics Legislation Committee’s inquiry into provisions of the Treasury Laws Amendment (Putting Members’ Interests First) Bill 2019. We strongly support the objective of preventing unnecessary and high insurance premiums from eroding superannuation account balances, particularly for young people. This
- [Energy Assistance Report: tracking how Victoria's changing energy policies are impacting households in the state](https://consumeraction.org.au/energy-assistance-report/) - Consumer Action's new landmark report shows that the Victorian Government's new policies are reducing energy disconnections, but energy companies are still falling short addressing consumer vulnerability. The Energy Assistance Report: tracking how Victoria's changing energy policies are impacting households in the state, analyses data from calls that have come through the Victorian arm of the National Debt
- [Landmark report shows Victorian Government’s new policies are reducing energy disconnections, but energy companies are still falling short addressing consumer vulnerability](https://consumeraction.org.au/landmark-report-shows-victorian-governments-new-policies-are-reducing-energy-disconnections-but-energy-companies-are-still-falling-short-addressing-consumer-vulnerability/) - A new report shines a light on the Victorian Government’s ‘Payment Difficult Framework’ finding that disconnections have significantly decreased, but some energy companies are still giving vulnerable customers the cold shoulder. Consumer Action Law Centre’s (Consumer Action) latest report – Energy Assistance Report: Tracking how Victoria’s changing energy policies are impacting households in the state
- [Regulator to implement blanket ban on insurance cold calling](https://consumeraction.org.au/regulator-to-implement-blanket-ban-on-insurance-cold-calling/) - An Australian Securities and Investments Commission (ASIC) consultation paper, released today, proposes a ban on unsolicited telephone sales of direct life insurance and consumer credit insurance (CCI). Consumer Action Law Centre (Consumer Action) has heralded the proposal as a win for all Australians. “Consumer Credit Insurance and direct life insurance have become exploitative cash cows for the insurance industry” said Consumer Action Law Centre CEO Gerard Brody. “What’s
- [ASIC Consultation Paper 316: Using the product intervention power: Short term credit](https://consumeraction.org.au/asic-cp-316-pip-short-term-credit/) - Businesses such as Cigno Pty Ltd, which facilitate access to predatory and unregulated payday loans by exploiting loopholes in the law, are on notice as the Australian Securities and Investment Commission (ASIC) confirms its intention to use its new regulatory powers. Consumer Action and Finacial Rights Legal Centre have responded to ASIC's consultation paper that
- [NZ Select Committee on Credit Contracts Legislation Amendment Bill: Opening Remarks](https://consumeraction.org.au/20190731-nz-select-committee-credit/) - The below statement was delivered on 31 July 2019 by Consumer Action Law Centre CEO, Gerard Brody to the New Zealand Select Committee on Credit Contracts Legislation Amendment Bill. High cost credit, including payday lending, causes misery. My organisation, Consumer Action Law Centre which is based in Melbourne, Australia, speaks to hundreds if not
- [ASIC Consultation Paper 313: Product intervention power](https://consumeraction.org.au/asic-cp-313-product-intervention-power/) - We welcome the introduction of the product intervention power (PIP) and look forward to ASIC using the power to target businesses that cause consumer detriment by engaging in predatory conduct or fail to meet standards that the wider community expects of financial and credit products. The PIP has been designed as a flexible addition to
- [Opening statement: Public hearing on ASIC's responsible lending guidance](https://consumeraction.org.au/20190819-asic-responsible-lending-hearing/) - The following is the opening statement from Consumer Action CEO, Gerard Brody at the public hearing on ASIC’s responsible lending guidance held in Melbourne on Monday, 19 August 2019. I’m Gerard Brody, CEO at Consumer Action Law Centre. With me is Amanda Storey, our Director of Legal Practice and Brigette Rose, Senior Policy Officer.
- [CommBank criminal charges reinforces need for urgent law reform](https://consumeraction.org.au/commbank-criminal-charges-reinforces-need-for-urgent-law-reform/) - The Banking Royal Commission exposed the considerable harm caused by unsolicited selling of insurance products. Today one of Australia’s big four banks has been charged with 87 criminal counts of “hawking” insurance over the phone. Hawking, otherwise known as unsolicited selling, is an outdated practice that is proven to cause harm to Australians who are
- [Reforming the sale of add-on insurance](https://consumeraction.org.au/20191008-insurance-sales-practices/) - Seven leading consumer groups commented on The Treasury’s Reforms to the sale of add on insurance: Proposal Paper: Consumer Action Law Centre Financial Rights Legal Centre CHOICE Consumer Credit Legal Service WA Consumer Credit Law Centre SA WEstjustice Australian Communications Consumer Action Network (ACCAN) Consumer advocates have held long-standing concerns about the sale of junk add-on insurance and worthless extended
- [Government crackdown on dodgy insurance sales could save Australians millions](https://consumeraction.org.au/20191008-insurance-sales-crackdown/) - When insurance is added onto the sale of another product or service, consumer groups reveal that it’s likely to be a rip-off. This comes in the wake of the Australian Government’s consultation on how to reform the sale of add-on insurance as recommended by Commissioner Hayne. Consumer Action has welcomed the move by the Government
- [Customer-owned banking code must adequately address financial vulnerability](https://consumeraction.org.au/20191010-coba-code-2/) - 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 Code), we support a number of the recommendations made in the Review Report. We are pleased to see that a large proportion of the
- [Funeral expenses only products must be held to a higher standard](https://consumeraction.org.au/20191022-funeral-expenses-loopholes/) - Consumer advocates have held long standing concerns over the inadequate regulatory framework for funeral expenses products. In our joint submission with Financial Rights Legal Centre (Financial Rights), Victorian Aboriginal Legal Service (VALS), Financial Counselling Australia and CHOICE, we argue that the case for action is irrefutable and we strongly support the Government’s attempts to remove some of the loopholes that currently exist under the laws relating to
- [Effective banking codes require enforcement measures with teeth](https://consumeraction.org.au/20191031-coba-code-part-3/) - 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 Code), we recommend the Customer Owned Banking Code Compliance Committee (COBCCC) be empowered to: investigate broad, systemic Code breaches engage in whole-of-sector investigations into a
- [Access to basic bank accounts essential for vulnerable banking customers](https://consumeraction.org.au/20191031-aba-code-accc-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 Determination on the ABA Application for authorisation of changes to the 2019 Banking Code of Practice. Having read further correspondence from the ABA and ACCC
- [Local councils must take financial hardship into account when collecting rates](https://consumeraction.org.au/20191101-rating-system-review/) - Financial counsellors assist clients who are experiencing financial hardship. Most of WEstjustice’s and Consumer Action’s clients are grappling with debts and meeting the high cost of living in Melbourne. A proportion of our clients are homeowners – either outright or mortgaged – who are subsisting on Centrelink, TAC payments or other low-income sources. Rates put
- [Giving energy users access to fair finance for new energy tech](https://consumeraction.org.au/netcc/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the AA1000439 – New Energy Tech Consumer Code— consultation on proposed amendments to draft Code (Proposed Amendments). Consumer Action has regularly assisted Victorian households to overcome issues with inappropriate finance arrangements in the provision of new energy technology. Our strong preference remains that
- [Victorian Default Offer price determination protects everyone’s right to a fair price for electricity in 2020](https://consumeraction.org.au/20191125-vdo/) - Consumer Action Law Centre (Consumer Action) welcomes the Essential Services Commission’s (ESC) announcement of ongoing price protection for household electricity supply in Victoria. The Victorian Default Offer (VDO) is a price for electricity that is independently set by the ESC. All households in Victoria have a right to access the VDO and this offer ensures
- [Centre Alliance and Labor unite to force action on harmful payday loans and consumer leases](https://consumeraction.org.au/20191202-labor-centre-payday-loans-bill/) - 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 measure to protect Australians from financial harm caused by payday loans and consumer leases. The National Consumer Credit Protection Amendment (Small Amount Credit Contract
- [Lack of minimum efficiency standards put renters at greater risk of energy debts](https://consumeraction.org.au/lack-of-minimum-efficiency-standards-put-renters-at-greater-risk-of-energy-debts/) - 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 rental properties or disputes with rental providers are identified as key contributors to the financial issues people face when calling this service. We have observed that 14%
- [FinTech and RegTech should support positive outcomes for consumers](https://consumeraction.org.au/20191223-fintech-review/) - While we support the development of innovative services and business models that genuinely meet the needs of consumers much of the existing legal and regulatory frameworks are no longer fit for purpose. Allowing FinTech and RegTech industries to expand without adequate regulation poses potential risks to consumers. In our joint response with Financial Rights Legal
- [Government must regulate exploitative insurance claims managers in wake of bushfires](https://consumeraction.org.au/claims-managers-in-wake-of-bushfires/) - As significant numbers of insurance claims loom in the wake of Australia’s bushfire crisis, consumer groups today called on the Federal Government to urgently regulate insurance claims management services. Insurance claims management services are for-profit businesses that sign up policyholders and, for a fee, undertake the administrative work on an insurance claim. Claims management services
- [One year on and greater focus needed to complete Hayne’s vision](https://consumeraction.org.au/20200131-hayne-one-year/) - Tomorrow marks one year since Commissioner Kenneth Hayne submitted the Banking Royal Commission Final Report. The Government has taken big steps towards cleaning up the finance sector, but consumer advocates stress the danger of industry continuing to push back against much needed reforms. Consumer Advocates say that Hayne’s vision needs to be fully implemented without watering down by industry in order to improve the lives of Australians and our communities. The finance industry is
- [Remove barriers to energy efficiency for rental properties](https://consumeraction.org.au/20200116-energy-efficiency-rentals/) - 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 rental properties or disputes with rental providers are identified as key contributors to the financial issues people face when calling this service. As discussed in the Tenants Victoria submission, reforms in relation
- [Energy contracts can only be fair if all Victorian energy users have the same protections](https://consumeraction.org.au/20200121-fair-energy-contracts/) - Despite the introduction of the Victorian Default Offer for electricity, the state’s most vulnerable energy consumers still face challenges in the market. Energy prices changing unexpectedly, excessive penalties for paying only a day late and energy offers being difficult to compare are all issues that have resulted in significant harm to the vulnerable and disadvantaged
- [Making the insurance claims process fair](https://consumeraction.org.au/20200110-insurance-claims-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 our joint response with Financial Rights Legal Centre (Financial Rights) and CHOICE to The Treasury’s consultation on making insurance claims handling a financial
- [What type of financial support is available for people who have lost homes or income due to the Victorian bushfires?](https://consumeraction.org.au/20200109-bushfire-financial-support/) - Here is a list of financial payments available to support people who have lost their homes or their income as a direct result of the 2019-2020 bushfires in Victoria. This is not an exhaustive list and doesn’t include the many non-profit organisations that are providing support to people affected by the bushfires. GOVERNMENT SUPPORT
- [What type of financial relief is available for people directly affected by the Victorian bushfires?](https://consumeraction.org.au/20200109-bushfire-financial-relief/) - Here is a list of relief packages available to help relieve the financial stress associated with paying: Credit card bills Loan repayments Energy bills Water bills Landline and mobile phone bills Insurance premiums For free, independent and financial advice regarding debts, contact the National Debt Helpline on 1800 007 007 to speak to a financial
- [Bushfire 2019-20 Support](https://consumeraction.org.au/20200106-bushfire-support/) - As has been widely reported, we have never seen a bushfire crisis of this magnitude in Australia. Here is a list of ways you can give and receive support during this time. Victorian Legal Aid Disaster Help The Disaster Legal Help team is a joint initiative with the Law Institute of Victoria, Justice Connect
- [Walton's Survival Kit 1989](https://consumeraction.org.au/waltons-survival-kit-1989/) - Waltons-Survival-Kit-1989
- [Credit Licensing Hearing for HFC Financial Services Limited (Household Finance) in Victoria, Australia – 1988](https://consumeraction.org.au/hfc-decision-1988/) - The Credit (Administration) Act 1984 (Victoria, Australia) required all businesses providing credit to consumers (apart from deposit taking institutions such as banks and credit unions) to apply for a credit provider’s licence. WHEN ACT PROCLAIMED AND REPEALED, TEST OF FAIR, HONEST AND EFFICIENT. In late 1987, objections were lodged in relation to an application for
- [ASIC’s proposed ban on outbound phone sales of life, funeral and consumer credit insurance](https://consumeraction.org.au/20190829-asic-life-insurance/) - Unsolicited selling is an outdated and abusive practice with a significant risk of mis-selling people products they don’t want, need or understand. Financial Rights Legal Centre and Consumer Action Law Centre made a submission to ASIC Consultation Paper 317: Unsolicited telephone sales of direct life and consumer credit insurance. We strongly support ASIC’s proposed interim
- [Strengthening consumers’ voice in policy and regulation affecting superannuation](https://consumeraction.org.au/20200114-super-consumers-voice/) - 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 continue to be defaulted into under-performing funds, leaving them with hundreds of thousands of dollars less in retirement savings. Millions of duplicate accounts in the system and poorly
- [Enhanced protections and clearer responsibilities will better support retirees](https://consumeraction.org.au/20191206-retirement-housing-review/) - 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 residents from exercising their rights, a lack of information provided to residents about the financial arrangements underpinning their residencies, unfair fees, no access to dispute resolution when
- [A dynamic year for consumer advocacy](https://consumeraction.org.au/20191220-reflections-2019/) - There’s no denying that 2019 was a dynamic one for Consumer Action, bringing a wave of change for consumer rights in Australia. You can find out more about what we’ve been up to this past year in our Impact Report 2018/19, but here’s a quick snapshot on the highlights. The Policy and Campaigns arm of
- [Fairness must drive consumer policy in 2020](https://consumeraction.org.au/20191220-fairness-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 Hayne famously exhorting financial services firms to “act fairly” — one of the six norms of expected conduct he laid out
- [Strong compliance and enforcement is needed in telecommunications industry](https://consumeraction.org.au/20191212-acma-priorities/) - 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. Telecommunication services, much like energy, should not be treated as providers of a luxury product. Phones are necessary for basic safety and wellbeing (for
- [Interim ban on unsolicited sale of direct life insurance and consumer credit insurance](https://consumeraction.org.au/20191119-unsolicited-sales-ban/) - Consumer Action commented on a draft legislative instrument and revisions to ASIC Regulatory Guide 38: The Hawking Provisions (DraftRG38) relating to ASIC’s proposed interim ban on outbound telephone sales of direct life insurance and consumer credit insurance.The submission should be read together wit hour joint submission1with Financial Rights Legal Centre (FRLC) to ASIC Consultation Paper 317: Unsolicited telephone sales
- [Holiday Hours 2019-20](https://consumeraction.org.au/20191220-holiday-hours/) - Consumer Action Law Centre and our branch of the National Debt Helpline will be working on limited operating hours during the December-January holiday period. Date Consumer Action Legal Help National Debt Helpline Friday, 20 December 10am to 1pm 9:30am to 4:30pm Monday, 23 December Closed 9:30am to 4:30pm Tuesday, 24 December Closed 9:30am to 4:30pm
- [Tricky terms in electricity and gas contracts to be abolished](https://consumeraction.org.au/20191210-thwaites-draft-decision/) - Victorian energy users are set to benefit from more clarity and fairness when it comes to their energy bills. This comes as a result of the Essential Services Commission (ESC) draft decision on Recommendation 4 of the bipartisan Independent Review of the Electricity & Gas Retail Markets in Victoria (The Thwaites review). Every day financial
- [ASIC’s overhaul of responsible lending guidance should focus lenders on the welfare of borrowers](https://consumeraction.org.au/20191209-asic-rg209/) - 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 devastating consumer harm exposed during the Banking Royal Commission. Too many lenders, including banks, finance companies, payday lenders, and consumer lease providers have not effectively complied with legal obligations to ensure they do not provide borrowers with unsuitable loans. ASIC’s updated responsible lending guidance make existing laws clearer, easier to enforce and will help to hold lenders to account. The
- [A tough nut to crack](https://consumeraction.org.au/a-tough-nut-to-crack/) - Trialling new partnerships and campaign methods to reach tough audiences Consumer advocates have long been concerned about the impact of payday loans on Australians. The industry spends millions of dollars every year to advertise these high cost credit products, and consumer advocates can’t compete on those terms to warn people of the potential pitfalls. But
- [Report: A quick fix? Credit repair in Australia Summary of findings](https://consumeraction.org.au/report-a-quick-fix-credit-repair-in-australia-summary-of-findings/) - Consumer Action is pleased to be able to publish a summary of a Melbourne Law School report into credit repair.
- [“Almost completely worthless” – used car warranties catching out countless Australians](https://consumeraction.org.au/almost-completely-worthless-used-car-warranties-catching-out-countless-australians/) - Bought a second hand car? There’s a good chance you’ve been offered an extended warranty. A Consumer Action investigation has found that warranty providers can avoid paying many if not most claims pursuant to the fine print.
- [The real stories of Victorians forced to choose to heat, or eat](https://consumeraction.org.au/the-real-stories-of-victorians-forced-to-choose-to-heat-or-eat/) - Victorians have shared their stories of energy disconnection as part of research by RMIT for Consumer Action Law Centre’s ‘Heat or Eat’ report released today.
- [Evaluating Consumer Action’s consumer legal advice service](https://consumeraction.org.au/evaluating-consumer-actions-consumer-legal-advice-service/) - Consumer Action has released a short report which summarises a number of ‘snapshot’ evaluations of our consumer legal advice service, conducted by Dr Liz Curran of ANU Law School. The service seeks to empower consumers, particularly disadvantaged and vulnerable consumers, to resolve their consumer disputes and get the best possible outcome.
- [FIX IT! How to fix the energy market rule making process - an evaluation](https://consumeraction.org.au/fix-it-how-to-fix-the-energy-market-rule-making-process-to-improve-competition-and-consumer-outcomes/) - Consumer Action and CUAC’s experience of the rule change process was that it was extremely resource intensive, and too lengthy and cumbersome for it to be a viable avenue for consumer advocates seeking to improve the workings of energy retail markets. This is a cause for concern.
- [FIX IT! How to fix the energy market rule making process to improve competition and consumer outcomes](https://consumeraction.org.au/fix-it-how-to-fix-the-energy-market-rule-making-process-to-improve-competition-and-consumer-outcomes-2/) - The National Energy Retail Rules (NERR) impose minimum requirements that apply to terms and conditions of energy retail contracts. For market retail contracts, energy retailers are required to notify customers of changes to price as soon as practicable, and no later than the customer's next bill. By only regulating the way in which price variations are notified, this provision implies that retailers can vary prices under market retail contracts, including prices in fixed-term and fixed benefit contracts.
- [Sunny Side Up: Strengthening the consumer protection regime for solar panels in Victoria](https://consumeraction.org.au/20190404-sunny-side-up-report/) - Reliable, affordable, renewable energy has helped many Australians take back control of their power prices. Yet as the solar industry booms, consumer protection has not kept up. More needs to be done to protect householders, according to a comprehensive report released today by Consumer Action Law Centre (Consumer Action). Sunny Side Up: Strengthening the consumer
- [Who is making Australians bankrupt?](https://consumeraction.org.au/20190813-forced-bankruptcy-report/) - One of Australia’s largest debt collectors – Lion Finance (a subsidiary of ASX-listed Collection House Ltd) – turns to bankruptcy procedures to collect consumer debts far more often than its rivals, according to a new report. Read the key findings here [PDF] Read the full report here [PDF] Who is making Australians bankrupt? released today
- [Integrated Practice Project: 2019 Mid-Year Report](https://consumeraction.org.au/20191010-ip-project-midyear-report/) - Recognising that we need to take a coordinated approach to addressing the civil needs of Victorian Aboriginal communities, Consumer Action Law Centre and the Victorian Aboriginal Legal Service teamed up last year for the Integrated Practice Project. This project is designed in a way to allow Consumer Action and VALS to partner to deliver integrated
- [Community legal centres and financial counsellors get the vote for more funding](https://consumeraction.org.au/media-statement-community-legal-centres-and-financial-counsellors-get-the-vote-for-more-funding/) - The Australian Labor Party (ALP) has promised a significant funding boost for financial counsellors and community legal centres across the country if it wins the next election. The ALP has committed to the creation of a Financial Rights Fund that includes an additional $120 million in funding for specialist consumer lawyers focussing on financial services.
- [Ban on vendor term and rent-to-buy transactions to make buying a home fairer for all Victorians](https://consumeraction.org.au/20190320-statement-sale-of-land-act/) - Consumer Action Law Centre (Consumer Action) supports a ban on vendor term and rent-to-buy agreements in the housing market proposed by the Sale of Land Amendment Bill 2019, which is to be introduced to Parliament today. The ban was a key recommendation from Consumer Action’s 2015 report, Fringe Dwellings: The vendor finance and rent-to-buy housing
- [Newly passed bill officially bans rent-to-buy and vendor finance schemes from the Victorian housing market](https://consumeraction.org.au/20190530-vendor-terms-ban/) - The historic ban on certain residential vendor terms and rent-to-buy agreements, included in the Sale of Land Amendment Bill 2019 passed by Parliament this week means vulnerable home purchasers will be better protected from unfair exploitation. The ban, which is slated to take effect before March 2020, is a boon for people excluded from mainstream
- [Unconscionable conduct: Divided High Court confirms need for change to the law](https://consumeraction.org.au/20190613-unconscionable-conduct/) - In its response to the High Court finding that a ‘book-up’ credit scheme operated in the remote Aboriginal community of Mintabie in the South Australian APY lands was not unconscionable, Consumer Action Law Centre (Consumer Action) says that Australia needs an economy-wide prohibition on unfair trading. “Unconscionable conduct is a complex legal term, and it
- [Rent4Keeps sued over unaffordable consumer leases](https://consumeraction.org.au/20190913-rent4keeps-consumer-leases/) - A Victorian woman living with a disability has brought proceedings in the Federal Circuit Court regarding five consumer lease contracts from Darranda Pty Ltd, trading as Rent4Keeps, and Mobberley Enterprises Pty Ltd, previously trading as Rent4Keeps Tullamarine. The woman, who relies on the Disability Support Pension for income, alleges that she was offered the leases
- ["High billing" top energy issue for Victorians](https://consumeraction.org.au/high-billing-top-energy-issue-for-victorians-media-release/) - The annual report from Energy and Water Ombudsman (Victoria) (EWOV), released today, shows why Victoria’s politicians need to act to tackle the high energy bills crisis. According to the report, complaints are up 8% in a year, and that for the first time since 2012-2013 “high billing” is the top overall issue.
- [MEDIA RELEASE: Government unlocks energy and water grants for vulnerable Victorians](https://consumeraction.org.au/media-release-government-unlocks-energy-and-water-grants-for-vulnerable-victorians/) - Financial and Consumer Rights Council (FCRC) and Consumer Action Law Centre (CALC) today congratulated the Victorian government for its recently announced reforms to the Utility Relief Grant Scheme (URGS).
- [Key Findings: Sunny Side Up: Strengthening the Consumer Protection Regime for Solar Panels in Victoria](https://consumeraction.org.au/20190403-sunny-side-up-report-key-findings/) - Consumer Action Law Centre (Consumer Action) has released the key findings of its latest report, Sunny Side Up which focuses on the urgent need to strengthen the consumer protection regime for solar panels in Victoria. The full report will be released next Wednesday 3rd of April. Click here to download the key findings of
- [Treasury Laws Amendment (Improving the Energy Efficiency of Rental Properties) Bill 2018](https://consumeraction.org.au/treasury-laws-amendment-improving-the-energy-efficiency-of-rental-properties-bill-2018/) - We generally support the Bill because the benefits of modifications that improve the energy efficiency of rental housing greatly exceed the costs.
- [The Victorian Default Offer to cut energy bills: Consumer Action](https://consumeraction.org.au/the-victorian-default-offer-to-cut-energy-bills-consumer-action/) - The Victorian Default Offer, announced today by the Victorian Government, is a positive step towards all Victorian households enjoying fairer prices on their energy bills according to Consumer Action Law Centre.
- [Mortgage Broking: Consumer groups quit disingenuous consultation](https://consumeraction.org.au/mortgage-broking-consumer-groups-quit-disingenuous-consultation/) - Consumer groups have quit en masse from a mortgage broking industry forum, saying that the industry isn’t interested in doing the right thing by the community and has been disingenuous. CHOICE, Consumer Action Law Centre, Financial Counselling Australia and Financial Rights Legal Centre have removed consumer representatives from the Combined Industry Forum, an industry initiative
- [New Banking Code must have teeth: consumer groups](https://consumeraction.org.au/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.
- [Submission: 2018 Water Price Review standard draft decisions](https://consumeraction.org.au/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 Water, Central Highlands Water, City West Water, Coliban Water, Gippsland Water, Goulburn Valley Water, GWM Water, Lower Murray Water, North East Water, Southern Rural Water, South
- [Submission: NSW Emergency Services Levy Insurance Monitor Standard Profile Quotations](https://consumeraction.org.au/submission-nsw-emergency-services-levy-insurance-monitor-standard-profile-quotations/) - This joint submission from Financial Rights Legal Centre and Consumer Action Legal Centre responds to the NSW Emergency Services Levy Insurance Monitor’s 'Standard profile quotations Mid-term review, Discussion Paper, April 2018' in relation to home insurance. It comments on: The relative consistency of cover and difficulties in comparing cover. Our support for meaningful standard cover, standard
- [Submission: Protecting Your Super package: Exposure Draft](https://consumeraction.org.au/submission-protecting-your-super-package-exposure-draft/) - This submission focuses on insurance in superannuation and the interests of people who are on low incomes or have low superannuation balances. It supports the majority of CHOICE’s recommendations in its submission to this consultation. Insurance and fees can erode superannuation balances but insurance cover can also provide significant financial protection to vulnerable people. Given
- [Retirement ombudsman: Safe and fair retirement should be bipartisan](https://consumeraction.org.au/retirement-ombudsman-safe-and-fair-retirement-should-be-bipartisan/) - Victorian Opposition Leader Matthew Guy MP and Shadow Minister for Consumer Affairs Heidi Victoria MP announced that the Coalition will establish an ombudsman for retirement housing residents if elected in November.
- [Consumer rights and protections, and older consumers: the value of loyalty](https://consumeraction.org.au/consumer-rights-and-protections-and-older-consumers-the-value-of-loyalty/) - Gerard Brody, speech to COTA Forum June 28, 2018. Thank you to Ian and COTA Australia for the opportunity to speak today. Today I’d like to talk about values and consumer protection, and particularly values that are relevant to older people. Often, we speak about fairness being central to consumer protection – indeed, the objective of the Competition & Consumer Act is to enhance the welfare of Australians through the promotion of competition and fair trading and provision for consumer protection.
- [All shoppers need to be wary of junk insurance](https://consumeraction.org.au/shoppers-need-wary-junk-insurance/) - Car yards, banks and insurance companies — we don’t need a Royal Commission to remind us that some pretty dodgy things have gone on in these places, but there’s one product that brings together some of the worst of all three.
- [Submission: ESC draft guidance for Western Water’s 2018 price review](https://consumeraction.org.au/submission-esc-draft-guidance-for-western-waters-2018-price-review/) - This submission is in response to the new draft guidance for Western Water's 2018 water price review issued by the ESC.
- [Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector - Consumer Action submission part 1](https://consumeraction.org.au/royalcommission/) - 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.
- [Radio Rentals hauled over the coals for irresponsible lending – again.](https://consumeraction.org.au/radio-rentals-hauled-coals-irresponsible-lending/) - Today, the corporate regulator ASIC announced it is taking action against consumer leasing giant Radio Rentals after the company admitted to breaching responsible lending laws.
- [Minimum electricity feed-in tariffs to apply from 1 July 2018](https://consumeraction.org.au/minimum-electricity-feed-in-tariffs-to-apply-from-1-july-2018/) - We support the ESC working towards time-varying FiTs that would encourage Victorians generating energy on a small scale to provide this energy to the grid at the times of high demand where it is most useful to all Victorians.
- [ESC draft charter of consultation and regulatory practice](https://consumeraction.org.au/esc-draft-charter-of-consultation-and-regulatory-practice/) - We support the ESC working towards the development of this charter, and the proposed principles-based approach that allows for a flexible and proportional response to consultation.
- [ESC draft audit guideline for energy businesses](https://consumeraction.org.au/esc-draft-audit-guideline-for-energy-businesses/) - We support the draft guideline but encourage the ESC to consider expanding it to explicitly state that the scope of an audit will be developed considering complaints made by consumer organisations about regulatory breaches or issues identified by the Energy & Water Ombudsman Victoria (EWOV).
- [Submission: Bankruptcy Amendment (Enterprise Incentives) Bill 2017](https://consumeraction.org.au/bankruptcy-amendment-enterprise-incentives-bill-2017/) - Submission on the Bankruptcy Amendment (Enterprise Incentives) Bill 2017, which will reduce the default period of bankruptcy to one year.
- [Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector – Consumer Action submission part 2](https://consumeraction.org.au/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 experience of the Centre assisting Victorians through legal advice and representation, and financial counselling.
- [New polling shows Victorians don’t trust power retailers and want a Fair Price Guarantee](https://consumeraction.org.au/new-polling-shows-victorians-dont-trust-power-retailers-want-fair-price-guarantee/) - Independent state-wide polling released today by the Consumer Action Law Centre and the Brotherhood of St Laurence has shown that most Victorians don’t trust their electricity companies and strongly support a fair price for energy, to be set by the Government regulator.
- [At this year's State Election, "Energy Prices Matter"](https://consumeraction.org.au/energypricesmatter/) - In the lead up to November's Victorian State Election, Consumer Action Law Centre (Consumer Action) has launched a platform to ease the burden of energy prices, "Energy Prices Matter: Make it fair and affordable". As Consumer Action CEO Gerard Brody writes, "keeping the lights on is a daily struggle for many Victorian families. There is a better way to keep households connected to gas and electricity in the face of exploding prices and apathetic retailers. Consumer Action has put forward this platform of reform to give power back to families."
- [Submission: Retirement Living Council Retirement Living Code of Conduct](https://consumeraction.org.au/submission-retirement-living-council-retirement-living-code-of-conduct/) - Consumer Action Law Centre (Consumer Action), Residents of Retirement Villages Victoria (RRVV), Housing for the Aged Action Group (HAAG) and COTA Victoria (COTA Vic) have made a joint submission in response to the Draft Retirement Living Code of Conduct (the Code). The need to address widespread problems in the retirement housing industry is long overdue.
- [Submission: Design and Distribution Obligations and Product Intervention Powers](https://consumeraction.org.au/submission-design-and-distribution-obligations-and-product-intervention-powers/) - We are grateful for the opportunity to comment on the exposure draft of the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Bill 2018 (the Bill). We strongly support the integrated package of reforms proposed in the Bill, which we believe would significantly improve consumer outcomes and improve trust and confidence in
- [Consumer Action asks insurance companies to show Australians some love - Media Release](https://consumeraction.org.au/consumer-action-asks-insurance-companies-show-australians-love-media-release/) - As Consumer Action Law Centre asks insurance companies to “Show Us Some Love”, a new report from the Centre shares the shocking stories of Australians caught out by unfair terms in insurance contracts.
- [A new one-stop shop for financial disputes](https://consumeraction.org.au/new-one-stop-shop-financial-disputes/) - Today, the legislation establishing a new one-stop shop for financial and superannuation complaints passed the Federal Parliament. The new Australian Financial Complaints Authority will replace the Financial Ombudsman Service (FOS), Credit & Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT).
- [Drought legal assistance scoping project - Final report](https://consumeraction.org.au/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 project had two stages—first a Scoping Project and then a Trial of service development informed by the scoping. The scoping was conducted in 2016 and recommended a number of service developments for trialling in 2017.
- [Submission: Consumer Action submission to National Energy Guarantee Draft Design Consultation Paper](https://consumeraction.org.au/submission-consumer-action-submission-to-national-energy-guarantee-draft-design-consultation-paper/) - In designing the NEG, we implore the ESB to take account of this consumer inertia in the retail market—and consider how people experiencing vulnerability or on low-incomes may be affected by the policy settings of the NEG. The NEG must be made to work for the benefit of consumers in an environment where many, (perhaps most), do not engage. Any system built on the assumption that consumers will engage—and which relies upon that engagement to operate effectively—is doomed to failure. Such a system will inevitably result in perverse outcomes, where those who can least afford it pay the most.
- [Consumer Action and the Royal Commission](https://consumeraction.org.au/consumer-action-royal-commission/) - Consumer Action has made two submissions to the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. The experiences of the people we help through our advice lines and casework inform our submissions—their stories demonstrate the problems in the finance sector and help us identify solutions.
- [Productivity Commission - Gerard Brody opening statement](https://consumeraction.org.au/productivity-commission-gerard-brody-opening-statement/) - Opening Remarks from Consumer Action Law Centre – Public Hearings on Draft Report.
- [Twelve months on, and still no Ombudsman for older Victorians](https://consumeraction.org.au/twelve-months-still-no-ombudsman-older-victorians/) - One year since the release of the Victorian Parliament’s Inquiry into the Retirement Housing Sector recommending the establishment of a Retirement Housing Ombudsman, we are still no closer to knowing the Government’s position on this critical reform.
- [Commbank dumps junk – Consumer Credit Insurance (CCI) scandal must end now: Consumer groups](https://consumeraction.org.au/commbank-dumps-junk-consumer-credit-insurance-cci-scandal-must-end-now-consumer-groups/) - Junk insurance sold with credit cards and loans is on its deathbed according to consumer groups (Consumer Action Law Centre, Financial Rights Legal Centre and Financial Counselling Australia). The comments follow today’s announcement that Commonwealth Bank will stop selling Consumer Credit Insurance (CCI).
- [Submission: Debt Agreement Reform](https://consumeraction.org.au/submission-debt-agreement-reform/) - Comprehensive reform is needed to curb the rampant mis-selling of inappropriate Part IX Debt Agreements to Australians in financial stress.
- [Consumer Action responds: Interim response to the review into Victoria’s electricity and gas retail markets](https://consumeraction.org.au/consumer-action-responds-interim-response-review-victorias-electricity-gas-retail-markets/) - Consumer Action Law Centre (Consumer Action) commends recent action by the Victorian Government as a significant step forward in making it easier and fairer for Victorians to get a better, more affordable energy deal.
- [Submission: 2018 Water Price Review early draft decisions](https://consumeraction.org.au/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 Water, South East Water, Westernport Water and Yarra Valley Water. Access to water is a basic human right, and the ESC must ensure that water
- [Consumer Action submission to Draft Retail Pricing Information Guidelines](https://consumeraction.org.au/consumer-action-submission-to-draft-retail-pricing-information-guidelines/) - For too long, sweeping assumptions have been made about consumer engagement in energy - without sufficient thought being given to facilitating that engagement, or whether the assumptions being made align with true consumer behaviour.
- [Robert Photos](https://consumeraction.org.au/robert-photos/) - Photos of Robert Regan available for publication. Credit: Consumer Action Law Centre
- [New report uncovers murky world of online marketing](https://consumeraction.org.au/new-report-uncovers-murky-world-online-marketing/) - Online marketing, lead generation and cold-calling have been scrutinised in a new report from Consumer Action Law Centre. The report, entitled Dirty Leads: consumer protection in online lead generation, finds that marketers that use ‘lead generation’ can give rise to consumer manipulation and harm.
- [Robert Regan – Royal Commission Witness](https://consumeraction.org.au/robert-regan-royal-commission-witness/) - Today the first bank customer witness took the stand at the Royal Commission. Robert Regan, a 72 year old widower from Victoria, took out a home loan with the ANZ through a broker in 2017 following the death of his wife.
- [Royal Commission – Billion dollar junk insurance rip-off must end now](https://consumeraction.org.au/royal-commission-billion-dollar-junk-insurance-rip-off-must-end-now/) - Consumer Action Law Centre says it’s time for the banking and insurance industry to end the billion dollar junk insurance rip-off they’ve let fester for over a decade.
- [Benefit Change Notice Guidelines Issues Paper](https://consumeraction.org.au/benefit-change-notice-guidelines-issues-paper/) - It is important that the AER utilise behavioral economics insights to ensure that the notices are as effective at meeting the relevant policy objectives as possible.
- [Why don't we read the fine print? Because banks know the pressure points to push](https://consumeraction.org.au/dont-read-fine-print-banks-know-pressure-points-push/) - The Financial Services Royal Commission has exposed the pressure selling tactics used by the banks. They draw on simple psychological rules to target vulnerabilities among some of their most loyal customers.
- [Submission: Facilitating access to consumers' energy data: Houston Kemp Draft Report](https://consumeraction.org.au/submission-facilitating-access-to-consumers-energy-data-houston-kemp-draft-report/) - In relation to the Houston Kemp Report, it is fair to say that Consumer Action’s concerns lie less with the mode of implementation of access to data, than they do with the principles determining what data is accessed, by who, and on the basis of what authorisation.
- [Water Price Review – Consumer Action recommends water bills be cut by over $700 million over five years](https://consumeraction.org.au/water-price-review-consumer-action-recommends-water-bills-be-cut-by-over-700-million-over-five-years/) - An independent report commissioned by Consumer Action Law Centre has recommended the Victorian water regulator lower the rates for equity and debt costs for water authorities. This would have the effect of lowering customers’ bills across the state. The report by CME Australia examined the regulation of water businesses in Victoria and how both debt
- [An agenda for ageing in Victoria](https://consumeraction.org.au/an-agenda-for-ageing-in-victoria/) - Currently, there is no plan for the increased longevity and diversity of Victoria’s population. The result is a fragmented approach to policy and programs relating to older people between the ages of 50 and 100.
- [Find yourself judging bank victims? That’s exactly what the banks want](https://consumeraction.org.au/find-yourself-judging-bank-victims-thats-exactly-what-the-banks-want/) - We’ve known for years that businesses use marketing, messaging and emotion to influence us. The “personal responsibility” argument that we often hear from business figures just doesn’t stack up, because they know that’s not how it works in the real world.
- [Submission: DELWP Consultation Paper - Response to the Bipartisan Independent Review of the Electricity and Gas Retail Markets in Victoria](https://consumeraction.org.au/submission-delwp-consultation-paper-response-to-the-bipartisan-independent-review-of-the-electricity-and-gas-retail-markets-in-victoria/) - Consumer Action views the recommendations made by the Independent Review as a complete package which are designed to act in concert with each other. We do not accept the view of some in the energy sector that if recommendations 3 to 11 are implemented then 1 &2 are unnecessary, or vice versa.
- [Summary of Consumer Action submission to Royal Commission on consumer lending and reform recommendations](https://consumeraction.org.au/summary-rc-submission-lending/) - Consumer Action Law Centre (Consumer Action) has published its submission to the Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector in response to the consumer lending hearings (available here). A summary of the submission and recommendations for reform is set out below. Summary of consumer lending submission Consumer Action's submission
- [Consumer Action Law Centre responds to meeting of Australian Ministers of Consumer Affairs](https://consumeraction.org.au/consumer-action-law-centre-responds-meeting-australian-ministers-consumer-affairs/) - Consumer Action Law Centre responds to today's meeting of Australian Ministers of Consumer Affairs.
- [Consumer Action takes consumer lease provider Rent4Keeps to court](https://consumeraction.org.au/consumer-action-takes-consumer-lease-provider-rent4keeps-court/) - In the same week that the Federal Government has released draft legislation to reform payday loans and consumer leases, Consumer Action Law Centre (Consumer Action) has announced proceedings in the Federal Circuit Court against Darranda Pty Ltd (trading as Rent4Keeps) on behalf of two separate clients.
- [Junk warranties: Your time is up](https://consumeraction.org.au/junk-warranties-time/) - Consumer Action Law Centre says a class action to be launched against Australia’s biggest extended car warranty company shows rubbish warranties have had their day.
- [Car yard insurance sham exposed – how Australians can get money back](https://consumeraction.org.au/car-yard-insurance-sham-exposed-australians-can-get-money-back/) - The game is up for car yards and insurance companies who’ve been ripping Australians off, according to Consumer Action Law Centre.
- [Junk insurance victims fight back as ASIC report damns industry](https://consumeraction.org.au/junk-insurance-victims-fight-back-asic-report-damns-industry/) - Australians sold junk insurance are demanding their money back as ASIC releases a damning report into the atrocious value and shocking sales practices at car yards.
- [Joint Consumer Representative Submission to the Australian Bankers’ Association Inc Independent Review of the Code of Banking Practice 2016](https://consumeraction.org.au/20161609-aba-code-2016/) - Click here to read the Joint Consumer Representative Submission to the Australian Bankers’ Association Inc Independent Review of the Code of Banking Practice 2016 [pdf].
- [New car retailing industry market study: Response to Issues Paper](https://consumeraction.org.au/new-car-retailing-industry-market-study-response-issues-paper/) - Consumer Action Law Centre (Consumer Action) is pleased to make this submission to the Australian Competition and Consumer Commission (ACCC’s) review of the new car retail market.
- [Draft Life Insurance Code of Practice](https://consumeraction.org.au/8571-2/) - Joint submission with Financial Rights Legal Centre and Financial Counselling Australia to the draft Life Insurance Code of Practice.
- [Unemployed and at risk: more help needed for those out of work](https://consumeraction.org.au/unemployed-and-at-risk-more-help-needed-for-those-out-of-work-allison-milner-deakin-university/) - The mental health of the unemployed deteriorates the longer they are out of work and this is a barrier to securing future employment, research has found. While different ways to reach this group are being trialled, no solution is firmly in sight.
- [‘Debt vultures’ in the spotlight](https://consumeraction.org.au/debt-vultures-in-the-spotlight/) - Australians live with over $1 trillion in personal debt, according to recent data from the Reserve Bank of Australia. That’s a staggering figure that should have economists, legislators and regulators concerned for the potential consequences, but for some businesses, this is seen as their best opportunity yet.
- [Our finances are a mess – could behavioral science help clean them up?](https://consumeraction.org.au/our-finances-are-a-mess-could-behavioral-science-help-clean-them-up/) - Typical approaches to solving problematic finances are either to “educate” people about the need to save more or to “incentivize” savings with monetary rewards, but when we look at traditional financial education and counseling programs, they have had virtually no long-term impact on behavior.
- [Consumer Action responds: Parliamentary Inquiry into Retirement Housing](https://consumeraction.org.au/consumer-action-responds-parliamentary-inquiry-into-retirement-housing/) - Consumer Action Law Centre (Consumer Action) has responded to the establishment today of a Parliamentary Inquiry into the retirement housing sector. The inquiry will be heard by the Legal and Social Issues Committee in the Victorian Legislative Council. Quotes attributable to Director Policy and Campaigns, Denise Boyd “Older Victorians have received a shot in the arm today with
- [Debt Management Firms Communiqué](https://consumeraction.org.au/debt-management-firms-comm/) - Around forty representatives from consumer advocacy organisations, industry associations, ombudsman schemes, government agencies and regulators met in Melbourne on 18 February 2016 to discuss the social and industry impacts of businesses that provide quasi-financial service “solutions” to consumers with debt problems or who have concerns about their credit worthiness.
- [As Australians face over $1 trillion personal debt crisis, advocates warn about ‘debt vultures’](https://consumeraction.org.au/australians-face-1-trillion-personal-debt-crisis-advocates-warn-debt-vultures/) - With ABS data showing that Australians are living with over $1 trillion of personal debt, consumer advocates are warning that an emerging industry of ‘debt vultures’ is making things worse. Debt vultures (known by regulators and industry as ‘debt management firms’) promise to help Australians solve their money or debt problems, but consumer advocates say the
- [From Good to Great – the Australian Consumer Law Review and beyond - Consumer Congress 2016 Speech](https://consumeraction.org.au/good-great-australian-consumer-law-review-beyond/) - Gerard Brody spoke at the National Consumer Congress 2016.
- [Australians urged to fight back against junk insurance and demand over $70m in refunds](https://consumeraction.org.au/australians-urged-fight-back-junk-insurance-demand-70m-refunds/) - Australians could be due for over $70m* worth of refunds each year for insurance and warranty products they don’t even know they’ve bought.
- [Inquiry into the causes and consequences of the collapse of listed retailers in Australia](https://consumeraction.org.au/inquiry-causes-consequences-collapse-listed-retailers-australia/) - The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Inquiry into the causes and consequences of the collapse of listed retailers in Australia (Inquiry).
- [Response to a finance sector Royal Commission: Gerard Brody](https://consumeraction.org.au/response-finance-sector-royal-commission-gerard-brody/) - A Royal Commission into the finance sector would benefit consumers by focussing on how we can better prevent Australians falling victim to poor conduct in the finance sector, and how we can bring greater integrity and fairness to the culture of our big banks.
- [NAB locks out the most vulnerable from unfair bank fees refunds](https://consumeraction.org.au/nab-locks-vulnerable-unfair-bank-fees-refunds/) - Consumer Action Law Centre has written to the CEO of National Australia Bank (NAB) requesting that vulnerable customers unfairly excluded from its bank fees class action deal be compensated
- [CP247: Client review and remediation programs and update to record-keeping requirements](https://consumeraction.org.au/cp247-client-review-remediation-programs-update-record-keeping-requirements/) - The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on ASIC’s Consultation Paper 247: Client review and remediation programs and update to record-keeping requirements.
- [Consumer groups welcome a stronger ASIC](https://consumeraction.org.au/consumer-groups-welcome-stronger-asic/) - More funding and new powers gives financial watchdog new teeth.
- [Residential Tenancies Act review: Issues Paper 3 - Rights and responsibilities of landlords and tenants](https://consumeraction.org.au/residential-tenancies-act-review-issues-paper-3-rights-responsibilities-landlords-tenants/) - Consumer Action Law Centre (Consumer Action) is pleased to comment on Issues Paper 3 - Rights and responsibilities of landlords and tenants as part of Consumer Affairs Victoria's (CAV's) review of the Residential Tenancies Act 1997 (Vic) (RTA).
- [Lawyers and Referrer Conflict—an underrated risk](https://consumeraction.org.au/lawyers-referrer-conflict-underrated-risk/) - The risk of a conflict of interest can arise in some arrangements where lawyers have a relationship with a party from which they receive regular client referrals. The extent of this conflict of interest and associated risks and potential harm, have not, to date, been fully appreciated by the profession, the ethics literature or regulators.
- [Senator Nick Xenophon and Last Resort Compensation Scheme](https://consumeraction.org.au/senator-nick-xenophon-last-resort-compensation-scheme/) - People who’ve been exploited shouldn’t be left to pick up the pieces alone. We’re talking about families losing their houses, driven to poverty and facing extreme mental anguish.
- [Andrew Leigh and Labor announce beefed up ACCC](https://consumeraction.org.au/andrew-leigh-labor-announce-beefed-accc/) - "It's clear that the current maximum financial penalties under the Australian Consumer Law are inadequate"
- [Submission to AER on its approval of minimum amount owing for disconnection](https://consumeraction.org.au/submission-aer-approval-minimum-amount-owing-disconnection/) - Consumer Action has provided a submission to the Australian Energy Regulator on its approval of the minimum amount owing for disconnection of electricity or gas under the National Energy Retail Rules. We urge that the amount be increased from $300 to at least $500.
- [Unable to open the letterbox - money and mental health](https://consumeraction.org.au/unable-to-open-the-letterbox-money-and-mental-health/) - Money is a major cause of distress for many Australians and for some Australians with mental health problems, there are times when being financially responsible for yourself simply isn’t possible.
- [Proposed industry funding model for the Australian Securities and Investments Commission: Joint Submission](https://consumeraction.org.au/proposed-industry-funding-model-for-the-australian-securities-and-investments-commission-joint-submission/) - Consumer groups welcome the opportunity to comment on Treasury’s consultation paper proposing an industry funding model for ASIC.
- [New research shows struggling Australians suffering while the payday lending sector booms: Consumer groups](https://consumeraction.org.au/new-research-shows-struggling-australians-suffering-while-the-payday-lending-sector-booms-consumer-groups/) - Consumer groups have cautioned policy makers not to fall for payday lending spin as new research from Digital Finance Analytics (DFA) shows the devastating impact of the industry on Australians struggling to make ends meet.
- [Payday loans: Laura's Story](https://consumeraction.org.au/payday-loans-lauras-story/) - Laura fell into a debt spiral in 2013 and 2014 after she received multiple, successive loans from three different payday lenders...
- [Accident Towing Regulation – Joint submission](https://consumeraction.org.au/accident-towing-regulation-joint-submission/) - Consumer Action has partnered with Western Community Legal Centre to provide a submission to the Essential Services Commission on its Draft Report on Accident Towing.
- [Submission to the draft AER (Retail) Exempt Selling Guidelines](https://consumeraction.org.au/submission-to-the-draft-aer-retail-exempt-selling-guidelines/) - The Consumer Action Law Centre (Consumer Action) is pleased to provide comment on the revised AER (Retail) Exempt Selling Guideline (the Guideline).
- [VET Sector needs a national ombudsman: Consumer Action](https://consumeraction.org.au/vet-sector-needs-a-national-ombudsman-consumer-action/) - Consumer Action Law Centre welcomes reforms announced today by the Federal Government for the vocational education and training (VET) sector and calls for the establishment of a national ombudsman scheme.
- [Solar sale burns buyer](https://consumeraction.org.au/solar-sale-burns-buyer/) - A Melbourne couple are fighting to get their money back after being sold solar panels that they say were trouble from the moment they were installed.
- [Building consumer protections welcomed](https://consumeraction.org.au/building-consumer-protections-welcomed/) - Consumer Action Law Centre has welcomed the introduction into State Parliament of a bill to improve building consumer protection.
- [Stop lifelong debt sentences – Consumer Action responds to Credit Card Inquiry.](https://consumeraction.org.au/stop-lifelong-debt-sentences-consumer-action-responds-to-credit-card-inquiry/) - The Government must take meaningful action on the lifelong debt sentences wreaking havoc on many Australians by credit cards.
- [Reforming vocational education: it’s time to end the exploitation of vulnerable people](https://consumeraction.org.au/reforming-vocational-education-its-time-to-end-the-exploitation-of-vulnerable-people/) - Australia’s vocational education sector is a mess.
- [Training Provider Open Colleges sued for breach of consumer law](https://consumeraction.org.au/8475-2/) - As the crisis in Vocational Education deepens, another student is fighting back by taking on education provider Open Colleges in the Victorian Civil and Administrative Tribunal.
- [Debt vultures are not your friends](https://consumeraction.org.au/debt-vultures-are-not-your-friends/) - The huge up-front fees and dubious value of services provided by for-profit debt businesses is in the spotlight after a new report by the Australian Securities and Investments Commission (ASIC).
- [Fake discounts must end: Consumer Action](https://consumeraction.org.au/fake-discounts-must-end-consumer-action/) - “A discount isn’t really a discount if all it’s doing is hiding the real cost”
- [Electricity bill relief for thousands of Victorian battlers: Herald Sun](https://consumeraction.org.au/electricity-bill-relief-for-thousands-of-victorian-battlers-herald-sun/) - Consumer Action has welcomed moves from AGL to provide an automatic discount for concession card holders. From the Herald Sun: "Claire Maries, senior energy policy officer for the Consumer Action Law Centre, said AGL’s was “a good initiative and a step in the right direction”. More heavily discounted options often had conditions, such as paying
- [Review is opportunity to improve protections for payday loan and rent-to-buy borrowers](https://consumeraction.org.au/review-is-opportunity-to-improve-protections-for-payday-loan-and-rent-to-buy-borrowers/) - Payday lending and rent-to-buy products are often a source of financial distress and hardship according to Consumer Action Law Centre. The centre welcomes the Federal Government's announcement that it will be reviewing the laws regulating payday lenders and rent-to-buy companies. These businesses are booming as everyday Australians struggle to meet day-to-day expenses. Researchers estimate the
- [Don’t make the poor pay more: Consumer Action](https://consumeraction.org.au/dont-make-the-poor-pay-more-consumer-action/) - Today, ALP Senator Doug Cameron will be leading debate on a Bill to exclude consumer lease products from Centrelink's welfare budgeting tool Centrepay. What are 'consumer leases'? A consumer lease is a type of credit contract for the hire of goods where: the hire is for domestic or household purposes; the person hiring the goods does not
- [Rent-to-buy products must be kicked off Centrepay](https://consumeraction.org.au/rent-to-buy-products-must-be-kicked-off-centrepay/) - Leading consumer groups are calling for the Australian Parliament to support moves by the Senate to protect the integrity of Centrelink’s budgeting tool for essentials Centrepay, by excluding rent-to-buy products.
- [ASIC report highlights exorbitant costs of rent-to-buy household goods: Consumer groups](https://consumeraction.org.au/asic-report-highlights-exorbitant-costs-of-rent-to-buy-household-goods-consumer-groups/) - The poorest and most vulnerable Australians are paying grossly inflated prices for household goods via “rent-to-buy” or “consumer lease” deals, as shown by a new report from the Australian Securities and Investments Commission (ASIC) released today.
- [Cash Converters taken to court after reforms fail to protect vulnerable](https://consumeraction.org.au/cash-converters-taken-to-court-after-reforms-fail-to-protect-vulnerable/) - Payday lending reforms from 2013 have failed vulnerable Australians according to Consumer Action Law Centre, as they take Cash Converters to court on behalf of a disability support pensioner over a case of repeated, irresponsible lending.
- [Media release: End energy retailers' free ride](https://consumeraction.org.au/media-release-end-energy-retailers-free-ride/) - Energy retailers would be banned from increasing a customer’s tariff mid contract under a proposal to be considered by the Australian Energy Market Commission.
- [Media Release: Payday lending report questions compliance with the law](https://consumeraction.org.au/media-release-payday-lending-report-questions-compliance-with-the-law/) - Consumer Action Law Centre welcomed a new report from the Australian Securities and Investments Commission (ASIC) which questions whether payday lenders are complying with the law. The report found that some lenders' files do not sufficiently demonstrate that a payday loan has been lent responsibly when an applicant is in default on another loan, has an existing loan, or has had a loan within the last 90 days.
- [Media Release: Trowbridge final report a step in the right direction, but fixation with commissions remains](https://consumeraction.org.au/media-release-trowbridge-final-report-a-step-in-the-right-direction-but-fixation-with-commissions-remains/) - Consumer Action Law Centre, Financial Rights Legal Centre, CHOICE and Maurice Blackburn Lawyers have welcomed John Trowbridge's final report into retail life insurance but believe that the industry has still failed to demonstrated that removing commission-based selling from the industry is not feasible.
- [Media Release: Australians want changes to Payday Lending industry](https://consumeraction.org.au/media-release-australians-want-changes-to-payday-lending-industry/) - New research released today show that the vast majority of people in Australia are opposed to the lending practices of payday lenders.
- [Submission: Review of Card Payments Regulation Issues Paper](https://consumeraction.org.au/submission-review-of-card-payments-regulation-issues-paper/) - The Consumer Action Law Centre (Consumer Action) and Financial Rights Legal Centre (Financial Rights) welcome the opportunity to comment on the Review of Card Payments Regulation Issues Paper (the Issues Paper) published by the Reserve Bank of Australia (RBA).
- [Australians should be compensated for poor financial advice: Consumer groups](https://consumeraction.org.au/australians-should-be-compensated-for-poor-financial-advice-consumer-groups/) - Australia’s leading consumer groups have made a joint submission to the Senate Economics Committee’s Scrutiny of Financial Advice Inquiry calling for a last resort compensation scheme for consumers with otherwise uncompensated losses as a result of poor financial advice and other financial misconduct. These losses can severely impact affected consumers and their families, the community generally and the reputation of the financial services and credit industries.
- [Submission to Review of Governance Arrangements for Australian Energy Markets Issues Paper](https://consumeraction.org.au/submission-to-review-of-governance-arrangements-for-australian-energy-markets-issues-paper/) - Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide input the Review of Governance Arrangements for Australian Energy Markets Issues Paper (the Issues Paper).
- [Facebook makes it easier to buy and sell, but what are your rights?](https://consumeraction.org.au/facebook-makes-it-easier-to-buy-and-sell-but-what-are-your-rights/) - We’re urging caution for anyone buying or selling products through social networks. Depending on how it’s sold you may or may not have certain rights under the Australian Consumer Law when you buy something from a private seller.
- [Submission: AEMO’s Metering Data Provision Procedures](https://consumeraction.org.au/submission-aemos-metering-data-provision-procedures/) - We welcome the opportunity to comment on AEMO’s Metering Data Provision Procedures (MDPP).
- [Consumer leases will continue to make the poor pay more: Consumer Groups](https://consumeraction.org.au/consumer-leases-will-continue-to-make-the-poor-pay-more-consumer-groups/) - Consumer Action Law Centre and Financial Rights Legal Centre say changes to Centrepay (Centrelink’s service that allows third parties deduct from payments) announced today by the Federal Government are a step in the right direction, but will achieve very little in protecting vulnerable Australians from the unfair costs and questionable behaviour of consumer leasing and rent-to-buy businesses.
- [Junk Insurance and Rubbish Warranties: Help stop others going through the same.](https://consumeraction.org.au/junk-insurance-and-rubbish-warranties-help-stop-others-going-through-the-same/) - Earlier this year we shared about the risks of junk insurance and rubbish warranties. Now we need your help.
- [Stop builders turning dream homes into nightmares](https://consumeraction.org.au/stop-builders-turning-dream-homes-into-nightmares/) - Gerard Brody, CEO of Consumer Action says that building a home is turning into a nightmare for too many Victorians. "Building your own home is a dream for many Victorians, but too often it can turn into a nightmare. Unscrupulous builders may skimp on materials, hire low-cost tradespeople or keep a sizeable share of the
- [Dodgy car park operators will now have to clean up their act in a win for Victorians](https://consumeraction.org.au/dodgy-car-park-operators-will-now-have-to-clean-up-their-act-in-a-win-for-victorians/) - Consumer Action Law Centre welcomes the Victorian Government’s move to stop disclosure of drivers’ personal details to private car park companies through the courts.
- [Insurance companies: Prove your loyalty to us. Be upfront on price rises.](https://consumeraction.org.au/insurance-companies-prove-your-loyalty-to-us-be-upfront-on-price-rises/) - Australians want their insurance companies to be upfront with yearly price rises according to a survey commissioned by Consumer Action.
- [Don’t make the poor pay more – time to end the free ride for rent to buy businesses: Consumer Groups](https://consumeraction.org.au/dont-make-the-poor-pay-more-time-to-end-the-free-ride-for-rent-to-buy-businesses-consumer-groups/) - Consumer groups say draft legislation to ban rent-to-buy goods providers from Centrepay is an essential step to protect vulnerable Australians from the high costs imposed by these businesses.
- [Life insurance overdue for change](https://consumeraction.org.au/life-insurance-overdue-for-change/) - Consumer Action Law Centre says that proposed changes from the life insurance industry to overhaul excessive commission structures and questionable advice are a step in the right direction, but don’t go far enough.
- [Have you borrowed from Sunshine Loans or Cash Loan Money Centre?](https://consumeraction.org.au/have-your-clients-borrowed-from-sunshine-loans-or-cash-loan-money-centre/) - Have you had loans from Sunshine Loans or Cash Loan Money Centre? You may be entitled to compensation.
- [Buying a car? Beware of being sold discretionary risk products](https://consumeraction.org.au/buying-a-car-beware-of-being-sold-discretionary-risk-products/) - Extended warranty products are often sold with used cars. However, some of these products, known collectively as “discretionary risk products”, give the provider an absolute discretion over paying claims.
- [National Consumer Fraud Week 16 – 22 June](https://consumeraction.org.au/national-consumer-fraud-week-16-22-june/) - National Consumer Fraud Week 2014 is all about learning how to identify, avoid and disengage from scammers.
- [Money Smart Week 2014: Time for a money health check](https://consumeraction.org.au/money-smart-week-2014-time-for-a-money-health-check/) - MoneySmart Week is a good excuse to stop and take stock of our money issues. The not-for-profit initiative runs from 1 – 7 September and encourages all Australians to take simple steps to improve their finances.
- [Federal Court delivers damning finding for payday lender](https://consumeraction.org.au/federal-court-delivers-damning-finding-for-payday-lender/) - The Federal Court has ruled that The Cash Store and Assistive Finance Australia Pty Ltd broke consumer credit laws and engaged in unconscionable conduct.
- [Media release: Review finds online lenders are reluctant to embrace the spirit of new regulations](https://consumeraction.org.au/media-release-warning-what-warning/) - A review has found that some online lenders providing ’payday loans’ are reluctant to embrace the spirit of new regulations intended to provide consumers with sufficient warnings about the hazards of these loans.
- [Media release: Cash Converters sued for breaching its responsible lending obligations](https://consumeraction.org.au/media-release-cash-converters-sued-for-breaching-its-responsible-lending-obligations/) - Two Cash Converters franchises are being sued in the Magistrates Court by a Victorian mother who received 83 payday loans over three and a half years–54 of which were loans from Cash Converters outlets in Pakenham and Morwell.
- [Media release: Australian households to get their say on rising energy bills](https://consumeraction.org.au/media-release-australian-households-to-get-their-say-on-rising-energy-bills/) - Australians are being asked their opinion on a proposal to stop energy retailers increasing prices mid contract.
- [Submission: Regulatory impact statement on retirement village contract and disclosure options](https://consumeraction.org.au/submission-regulatory-impact-statement-on-retirement-village-contract-and-disclosure-options/) - Consumer Action has provided comments on the Regulatory Impact Statement for the Retirement Villages Amendment Regulations and the Retirement Villages Amendment Regulations.
- [Stop VicRoads from disclosing your personal information to private companies](https://consumeraction.org.au/stop-vicroads-from-giving-your-personal-information-to-private-companies/) - VicRoads is being forced to disclose motorists’ personal information to private car park operators. But a new petition seeks to stop this breach of privacy.
- [Media release: ASIC case against The Cash Store to shape the future of payday lending](https://consumeraction.org.au/media-release-asic-case-against-the-cash-store-to-shape-the-future-of-payday-lending/) - One of Australia’s biggest payday lenders, The Cash Store, will face allegations of irresponsible lending and unconscionable conduct before the Federal Court.
- [Media release: Maurice Blackburn class action to highlight the sad truth about payday lending](https://consumeraction.org.au/media-release-maurice-blackburn-class-action-to-highlight-the-sad-truth-about-payday-lending/) - Consumer Action welcomes Maurice Blackburn’s class action against Cash Converters, which alleges Cash Converters ‘illegally exploited thousands of financially struggling Australians by imposing charges that far exceed the legal interest limits’.
- [New CEO Appointment](https://consumeraction.org.au/new-ceo-appointment-4/) - The Board of Consumer Action Law Centre is very pleased to announce that Gerard Brody has been appointed CEO, following a rigorous recruitment process.
- [A Policy Trilemma: A workshop towards creating an Affordable, Secure and Sustainable energy market](https://consumeraction.org.au/a_policy_trilemma/) - An invitation to a workshop on creating an Affordable, Secure and Sustainable energy market
- [Consumer InterAction - Issue 1 of 2013](https://consumeraction.org.au/consumer-interaction-issue-1-of-2013/) - The first edition of Consumer InterAction for 2013 is now available.
- [Do I have to pay an old debt?](https://consumeraction.org.au/debt-collection-old-debts/) - Key Messages: There are time limits for taking legal action. This means that your debts may become too old for a creditor to successfully take legal action against you. Get advice before making payment or acknowledging an old debt - in some circumstances, these actions may start the limitation period all over again and your
- [Media release: More door-to-door complaints sent to ACCC, but further protections needed](https://consumeraction.org.au/media-release-more-door-to-door-complaints-sent-to-accc-but-further-protections-needed/) - Another 26 complaints about door-to-door salespeople have been lodged with the Australian Competition and Consumer Commission (ACCC) as part of the Consumer Action Law Centre’s Do Not Knock Campaign.
- [Joint submission: Metropolitan Melbourne Water Price Review 2008-09 – draft decision](https://consumeraction.org.au/joint-submission-metropolitan-melbourne-water-price-review-2008-09-draft-decision/) - Consumer Utilities Advocacy Centre Ltd and the Consumer Action have responded to the Draft Decision released by the Victorian Essential Services Commission on the Metropolitan Melbourne Water Price Review 2008-09.
- [Submission: Discussion paper 72: review of Australian privacy law](https://consumeraction.org.au/submission-discussion-paper-72-review-of-australian-privacy-law/) - Consumer Action welcomes the opportunity to comment on the above Paper prepared by the Australian Law Reform Commission. Our submission focuses on some key credit reporting issues as well as some general direct marketing issues.
- [Submission: Inquiry into Australia’s Mandatory Last Resort Home Warranty Insurance Schemes](https://consumeraction.org.au/submission-inquiry-into-australias-mandatory-last-resort-home-warranty-insurance-schemes/) - Consumer Action has made a submission to the Senate Economics Committee Inquiry into Australia’s Mandatory Last Resort Home Building Warranty Insurance (HBWI) schemes
- [Submission: Financial Services and Credit Reform Green Paper](https://consumeraction.org.au/submission-financial-services-and-credit-reform-green-paper/) - Consumer Action strongly supports Option 2 proposed on page 12 of the Green Paper, where the Commonwealth Government would assume responsibility, not only for mortgage credit and advice, but also for other forms of consumer credit, such as credit cards, car finance, and other personal loans.
- [Submission: Inquiry into the Unit Pricing (Easy comparison of grocery prices) Bill 2008](https://consumeraction.org.au/submission-inquiry-into-the-unit-pricing-easy-comparison-of-grocery-prices-bill-2008/) - Consumer Action welcomes opportunity to provide this submission to the Senate Economics Committee’s Inquiry into the Unit Pricing (Easy comparison of grocery prices) Bill 2008.
- [Submission: Access Regime for the ATM System](https://consumeraction.org.au/submission-access-regime-for-the-atm-system/) - Consumer Action supports the RBA’s efforts to improve the efficiency and competitiveness of payments systems in Australia, including the ATM system.
- [Report: Access to Energy and Water in Victoria - A research report](https://consumeraction.org.au/report-access-to-energy-and-water-in-victoria-a-research-report/) - This Report examines the impact on Victorian households of disconnection or restriction from electricity, gas or water services.
- [Submission: Productivity Commission Inquiry into Australia’s Consumer Policy Framework](https://consumeraction.org.au/submission-productivity-commission-inquiry-into-australias-consumer-policy-framework/) - Consumer Action has made a submission to the Productivity Commission Inquiry into Australia’s Consumer Policy Framework.
- [Submission: Victorian Retail Competition Review](https://consumeraction.org.au/submission-victorian-retail-competition-review/) - Consumer Action has made a submission to the Australian Energy Market Commission's Victorian Retail Competition Review.
- [Submission: Civil Justice Reform](https://consumeraction.org.au/submission-civil-justice-reform/) - Consumer Action is pleased to have the opportunity to submit its views on the second exposure draft of Victorian Law Reform Commission’s review of the civil justice system in Victoria.
- [Submission: Water Tariff Structures Review – Issues Paper](https://consumeraction.org.au/submission-water-tariff-structures-review-issues-paper/) - Consumer Action has commented on the Essential Services Commission’s Water Tariff Structures Review – Issues Paper released on 22 October 2007.
- [Submission: Review of the effectiveness of competition in electricity and gas retail markets in Victoria – first draft report](https://consumeraction.org.au/submission-review-of-the-effectiveness-of-competition-in-electricity-and-gas-retail-markets-in-victoria-first-draft-report/) - Consumer Action has commented on the Australian Energy Market Commission’s Review of the Effectiveness of Competition in Electricity and Gas Retail Markets – First Draft Report
- [Submission: Alternative dispute resolution – discussion paper](https://consumeraction.org.au/submission-alternative-dispute-resolution-discussion-paper/) - Consumer Action has made a submission on the Alternative Dispute Resolution Discussion Paper prepared by the Victorian Parliament Law Reform Committee.
- [Policy report: Coercion and harassment at the door Consumer experiences with energy direct marketers](https://consumeraction.org.au/policy-report-coercion-and-harassment-at-the-door-consumer-experiences-with-energy-direct-marketers/) - Having received numerous complaints from consumers, financial counsellors and other community support workers about the marketing practices of energy retailers, Consumer Action and the Financial & Consumer Rights Council decided to investigate direct selling.
- [ASIC must overhaul responsible lending guidance to protect Australians](https://consumeraction.org.au/20190522-rg209-responsible-lending/) - Consumer Action Law Centre (Consumer Action) has called on the Australian Securities and Investment Commission (ASIC) to urgently overhaul responsible lending guidance to better protect Australians from financial harm. Consumer Action’s submission to ASIC’s consultation on responsible lending guidance says that clearer standards are required to strengthen lending standards. CEO Gerard Brody underscored the need
- [Consumer groups call for tougher penalties, ban on broker commissions in submissions to Royal Commission](https://consumeraction.org.au/consumer-groups-call-for-tougher-penalties-ban-on-broker-commissions-in-submissions-to-royal-commission/) - Consumer Action Law Centre, CHOICE and Legal Aid NSW today published submissions in response to the first round of hearings before the Royal Commission into Misconduct in the Banking, Superannuation and Finance Sector on consumer lending and add-on insurance.
- [Consumer Action Submission: Developing a reference price methodology for Victoria's energy market](https://consumeraction.org.au/consumer-action-submission-developing-a-reference-price-methodology-for-victorias-energy-market/) - A credible reference price has an important role to play in helping to restore balance and fairness to the retail energy market in Victoria. It is very important that this work begins—and the ESC have identified a sound basis on which to begin it.
- [Oversight of the Australian Financial Complaints Authority: Update to ASIC Regulatory Guide 139](https://consumeraction.org.au/oversight-of-the-australian-financial-complaints-authority-update-to-asic-regulatory-guide-139/) - The establishment of the Australian Financial Complaints Authority is an important opportunity to review the scope of ASIC’s oversight of external dispute resolution in financial services.
- [Submission - Inquiry into Competition in the Australian Financial System Draft Report](https://consumeraction.org.au/submission-inquiry-into-competition-in-the-australian-financial-system-draft-report/) - The Consumer Action Law Centre, Financial Counselling Australia and the Financial Rights Legal Centre are pleased to provide a submission in response to the Inquiry into Competition in the Australian Financial System Draft Report. We welcome many of the draft findings and recommendations of the Productivity Commission. We are particularly supportive of findings relating to
- [AEMC National Energy Retail Amendment (Preventing discounts on inflated energy rates) Rule 2018 Consultation Paper](https://consumeraction.org.au/aemc-national-energy-retail-amendment-preventing-discounts-on-inflated-energy-rates-rule-2018-consultation-paper/) - We do not support the rule change request and the AEMC’s initial position. The Consultation Paper outlines a rule change that will be completely ineffective at addressing a multitude of issues that have been identified with energy retailer’s conditional discounting and marketing practices.
- [Jail time for corporate crooks needed to clean up finance sector](https://consumeraction.org.au/jail-time-for-corporate-crooks-needed-to-clean-up-finance-sector/) - Today the Federal Government announced that there will be tougher penalties for corporate misconduct, and stronger powers for the corporate regulator ASIC.
- [NEM Data Strategy Consultation Paper](https://consumeraction.org.au/nem-data-strategy-consultation-paper/) - Consumer Action’s interest in this area lies in privacy concerns around access and use of consumer data by third parties, and in ensuring that the benefits of consumer data use are shared equitably across the community.
- [Relief for Victorians struggling to pay essential service bills](https://consumeraction.org.au/relief-for-victorians-struggling-to-pay-essential-service-bills/) - The Victorian Government has announced an increase to the Utility Relief Grant Scheme (URGS) with $21.7 million allocated in the upcoming budget.
- [Victorians need better access to quick, fair and free justice in 2018](https://consumeraction.org.au/victorians-need-better-access-to-quick-fair-and-free-justice-in-2018/) - Consumer Action has launched our latest election platform for this November's Victorian State Election which calls on our state politicians to make access to justice fairer and more affordable for all Victorians.
- [Submission to the Australian Consumer Law Review - Clarification, simplification and modernisation of the consumer guarantee framework](https://consumeraction.org.au/submission-acl-consumer-guarantee/) - The Consumer Action Law Centre (Consumer Action), WEstjustice, National Association of Community Legal Centres (NACLC) and Federation of Community Legal Centres (Victoria) Inc welcome the opportunity to comment on the Consultation Regulation Impact Statement (RIS). The Australian Consumer Law (ACL) plays a critical role in helping to empower and protect consumers, allowing them to operate
- [Victorian Budget: Funding boost for regulator good news for energy consumers](https://consumeraction.org.au/victorian-budget-funding-boost-for-regulator-good-news-for-energy-consumers/) - Consumer Action Law Centre (Consumer Action) today welcomed an additional $4.1 million in the Victorian Budget in the 2018/19 financial year for the Essential Services Commission (ESC). Funding will contribute to the implementation of the Independent Bipartisan Review of Electricity and Gas Retail Markets (the Review) as well as other ESC regulatory activities.
- [Draft AER Benefit Change Notice Guidelines - Submission](https://consumeraction.org.au/draft-aer-benefit-change-notice-guidelines-submission/) - Benefit change notices are a positive development, but a superficial one. They do not go to the root of the problem plaguing Australia's retail energy markets.
- [Submission: Implementation of prohibition on flex-commissions](https://consumeraction.org.au/submission-implementation-of-prohibition-on-flex-commissions/) - The Consumer Action Law Centre welcomes the opportunity to comment on the implementation of the prohibition on flex-commissions Consultation Paper (the Consultation Paper). We generally support the prohibition on flex-commissions in the ASIC Credit (Flexible Credit Cost Arrangements) Instrument 2017/780 (the Instrument) and proposed amendments. However, we consider that the Instrument could be strengthened in
- [Submission: Options for greater involvement by private sector life insurers in worker rehabilitation](https://consumeraction.org.au/submission-options-for-greater-involvement-by-private-sector-life-insurers-in-worker-rehabilitation/) - This joint submission of CHOICE, Financial Rights Legal Centre and Consumer Action Law Centre responds to the insurance industry proposal for greater involvement by life insurers in worker rehabilitation. It comments on: Preferred options for return-to-work treatment. The inherent conflict of interests in an industry proposal for life insurers to become more involved in rehabilitation.
- [Energy Market Commission confirms the deregulated energy market has not delivered for Victorians](https://consumeraction.org.au/energy-market-commission-confirms-the-deregulated-energy-market-has-not-delivered-for-victorians/) - The Australian Energy Market Commission (AEMC) has admitted that competition among energy retailers is not delivering ‘expected benefits’ in its annual retail energy competition review.
- [Letter to the editor: Credit reporting not great for the public](https://consumeraction.org.au/letter-to-the-editor-credit-reporting-not-great-for-the-public/) - There is little evidence from overseas that sharing much more credit information leads to public benefits.
- [Payment difficulty framework amendments to the Compliance and Performance Reporting Guideline draft decision](https://consumeraction.org.au/payment-difficulty-framework-amendments-to-the-compliance-and-performance-reporting-guideline-draft-decision/) - We generally support the amendments to the guideline proposed in the draft decision as they appropriately reflect the significant changes from 2019. However, there are several areas where further information from retailers should be reported to improve insights into the framework’s operation.
- [Victorian water prices to remain steady](https://consumeraction.org.au/victorian-water-prices-to-remain-steady/) - The Essential Services Commission (ESC) has today made its final pricing determinations for the 2018 Water Price Review. The determinations specify the prices that water companies can charge as well as service standards that companies must meet.
- [Review into the Australian Taxation Office’s use of Garnishee Notices](https://consumeraction.org.au/review-into-the-australian-taxation-offices-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 orders issued by the ATO are considered to be a statutory charge, and therefore will continue to operate post-bankruptcy if issued prior to bankruptcy.
- [Terrorism Insurance Act Review 2018](https://consumeraction.org.au/terrorism-insurance-act-review-2018/) - Consumer Action has reviewed a selection of current Product Disclosure Statements (PDSs) of major brands of domestic insurance to assess whether they are likely to cover loss, damage, liability, costs, injury, illness or death caused by terrorism. For the purposes of domestic insurance, whether or not an incident is defined as ‘terrorism’ can have a
- [Consumer Groups warn banks’ plan to protect vulnerable customers will fail](https://consumeraction.org.au/consumer-groups-warn-banks-plan-to-protect-vulnerable-customers-will-fail/) - Consumer groups have today criticised a plan by the four major banks to exclude customers from the new mandatory Comprehensive Credit Regime if an agreement with their bank is reached on hardship arrangements.
- [AER Powers Civil Penalty Regime Consultation Paper](https://consumeraction.org.au/aer-powers-civil-penalty-regime-consultation-paper/) - Energy regulators must have the ability to implement stringent enforcement work programs to ensure that energy laws are applied in the long-term interests of consumers.
- [National Energy Retail Amendment (Strengthening protections for customers in hardship) Rule 2018 consultation paper](https://consumeraction.org.au/national-energy-retail-amendment-strengthening-protections-for-customers-in-hardship-rule-2018-consultation-paper/) - Rules and laws that protect people facing or anticipating payment difficulty in relation to an essential service must be enforceable.
- [Joint submission: Australian Financial Complaints Authority (AFCA) Draft Rules](https://consumeraction.org.au/draft-afca-rules/) - Joint submission recommending changes to the draft Rules (terms of reference) for the new Australian Financial Complaints Authority (AFCA).
- [Tracey Walsh - Royal Commission Witness: Media Release](https://consumeraction.org.au/tracey-walsh-royal-commission-witness-media-release/) - Today Tracey Walsh, a 53-year-old Aboriginal and Torres Strait Islander woman from Victoria, gave evidence to the Royal Commission into Misconduct in the Banking, Superannuation & Financial Services Industry in relation to the Aboriginal Community Benefit Fund, a provider of funeral insurance products.
- [National Energy Guarantee Draft Detailed Design Consultation Paper - Commonwealth Elements](https://consumeraction.org.au/national-energy-guarantee-draft-detailed-design-consultation-paper-commonwealth-elements/) - Emissions reductions targets should be set at higher levels than those proposed in the Consultation Paper. We especially support the ACOSS recommendation that Energy Intensity Trade Exposed Industry should not be exempt from the emission’s obligation.
- [Energy Retail Code obligations for exempt sellers under the General Exemption Order 2017: Draft Decision](https://consumeraction.org.au/energy-retail-code-obligations-for-exempt-sellers-under-the-general-exemption-order-2017-draft-decision/) - All consumers deserve comparable consumer protections regardless of where they buy their energy.
- [Class Actions and Third-Party Litigation Funders: ALRC Inquiry](https://consumeraction.org.au/class-actions-and-third-party-litigation-funders-alrc-inquiry/) - Submission to the Australian Law Reform Commission on class actions, litigation funding, and design principles for a proposed federal collective redress mechanism, drawing on the experience of regulator remediation programs in financial services.
- [Submission: Extending unfair contract terms protections to insurance contracts](https://consumeraction.org.au/submission-extending-unfair-contract-terms-protections-to-insurance-contracts/) - The case for extending unfair contract terms (UCT) laws to insurance contracts is clear. The insurance industry is virtually the only industry enjoying an exemption from the economy-wide UCT regime. There is clear evidence that this loophole should be closed. Public scandals in life insurance and add-on insurance, as well as the experiences of many
- [Submission: ESC Draft Decision - Building trust through new customer entitlements in the retail energy market](https://consumeraction.org.au/submission-esc-draft-decision-building-trust-through-new-customer-entitlements-in-the-retail-energy-market/) - We are also broadly satisfied with the Draft Decision. To the extent that consumer information can mitigate poor consumer outcomes, the Draft Decision will have a positive impact if implemented as proposed—as intended by the relevant recommendations of the Independent Review into the Electricity and Gas Retail markets in Victoria (Independent Review).
- [Debt Agreement Reform - Proposed Legislative Instruments](https://consumeraction.org.au/debt-agreement-reform-proposed-legislative-instruments/) - Comment on proposed legislative instruments following the reforms in the Bankruptcy Amendment (Debt Agreement Reform) Act 2018 (Cth)
- [Energy Security Board Strategic Energy Plan consultation on proposed metrics](https://consumeraction.org.au/energy-security-board-strategic-energy-plan-consultation-on-proposed-metrics/) - To appropriately measure achievement of the objectives under ‘affordable energy and satisfied customers’ and ‘effective development of open and competitive markets’‘ the ESB must expand the metrics.
- [NSW Fair Trading Complaints Register Guidelines](https://consumeraction.org.au/complaints-register-guidelines/) - The Consumer Action Law Centre (Consumer Action) has provided a submission on the draft NSW Fair Trading Complaints Register Guidelines (the Guidelines). The NSW Fair Trading Complaints Register provides information about businesses which are the subject of the most complaints received by NSW Fair Trading each calendar month. The Guidelines set out how the Complaints
- [Submission: Consultation Draft Behind the Meter Distributed Energy Resources Provider Code](https://consumeraction.org.au/submission-consultation-draft-behind-the-meter-distributed-energy-resources-provider-code/) - Consumer Action has provided feedback on the Consultation Draft Behind the Meter Distributed Energy Resources Provider Code. We consider: the name of the code should be readily understood by the public; the code should promote consumer protection as a means to ensuring innovation benefits consumers; the code should prohibit all forms of unsolicited selling, or
- [Victorian households must have protected and simple access to a fair price for energy](https://consumeraction.org.au/victorian-default-offer-for-small-electricity-customers-esc-staff-working-paper/) - It shouldn’t be a job to avoid getting ripped off when accessing an essential service that a household must purchase.
- [Helping customers engage confidently in the retail energy market draft decision](https://consumeraction.org.au/helping-customers-engage-confidently-in-the-retail-energy-market-draft-decision/) - We support changes to regulation that will facilitate simple ways of resolving issues with estimated billing.
- [ESC Compliance and enforcement policy draft decision](https://consumeraction.org.au/esc-compliance-and-enforcement-policy-draft-decision/) - The ESC must be able to transparently demonstrate that it is effectively intervening to deter misconduct and that compliance and enforcement action is delivering timely results for Victorian households.
- [The justice system could better respond to the needs of people affected by misconduct in the finance sector](https://consumeraction.org.au/submission-resolution-disputes-fsp-within-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 Constitutional Affairs References Committee inquiry into the resolution of disputes with financial service providers within the justice system. Consumer Action also asserts that the justice system
- [Enhanced regulatory framework would make industry codes enforceable if compliance required](https://consumeraction.org.au/20190415-fsi-industry-codes/) - Industry codes – often referred to as codes of conduct – can be useful when they genuinely improve standards in the relevant sector, provide meaningful rights for consumers and are complied with by industry. Unfortunately, this doesn’t always happen. In our comment on Treasury’s consultation paper, Enforceability of financial services industry codes, Consumer Action Law
- [The banking and finance sector needs to play by the rules and put their customers first](https://consumeraction.org.au/20190409-coba-code/) - In the wake of the widespread misconduct illustrated at the Banking Royal Commission, all players within the banking and finance sector need to play by the rules and put their customers first regardless of their business model. Financial Rights Legal Centre, Consumer Action Law Centre, Financial & Consumer Rights Council and Financial Counselling Australia are calling for the COBA Code to at least match the commitments made by the
- [Re-regulation of energy prices will see Victorians paying a fair price](https://consumeraction.org.au/20190501-vdo-draft-orders/) - The Victorian Default Offer (VDO) for the state’s energy market must be available to all Victorians or its objective to ‘provide a simple, trusted and reasonably priced electricity option that safeguards consumers unable or unwilling to engage in the electricity market’ will fail. Consumer Action Law Centre (Consumer Action) has joined with the Victorian Council
- [ACCC  Northern Australia Insurance Inquiry First Interim Report](https://consumeraction.org.au/20190502-accc-northern-australia-insurance-inquiry/) - Consumer Action Law Centre (Consumer Action) strongly supports the Australian Competition and Consumer Commission’s (ACCC) important work on insurance pricing and the operation of insurance markets in northern Australia. Many of the findings and recommended reforms in the First Interim Report will benefit Victorian insurance consumers. Consumer Action agrees with the ACCC that the Federal
- [New Energy Tech Consumer Code ACCC application](https://consumeraction.org.au/20190524-new-energy-tech-consumer-code/) - Energy is an essential service and the energy system is rapidly transitioning to new technologies. Householders are finding it increasingly complex, confusing and risky to make decisions about their energy supply so industry initiatives like this Code are welcome. The New Energy Consumer Code (The Code) must incorporate appropriate consumer protections. We strongly support the
- [Essential Services Commission Consequential amendments related to the Victorian Default Offer Draft Decision](https://consumeraction.org.au/20190524-esc-consequential-amendments-vdo/) - Generally, we strongly support this Draft Decision as it makes clear that energy retailers must ensure that they inform households in Victoria of new protections and options available when choosing an energy offer. However, Consumer Action has seen trends in calls to our services that indicate systemic non-compliance from many energy retailers following recent reforms.
- [Banks should recognise that anyone can become vulnerable: Submission to ABA Guideline on Customer Vulnerability](https://consumeraction.org.au/20190613-vulnerable-customers/) - 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 point or another? It may be that your situation is only temporary, and you think that it will all pass
- [Ensuring energy contracts are clear and fair, ESC Issues Paper](https://consumeraction.org.au/20190701-esc-clear-fair-contracts/) - 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 help combat the systemic issues in the market through its Energy Fairness Plan and the establishment of the Victorian Default Offer (VDO). Effective 1 July 2019,
- [Victorian Default Offer to apply from 1 January 2020 Issues Paper](https://consumeraction.org.au/20190812-esc-vdo-issues-paper-2020/) - The Victorian Default Offer (VDO) was designed to re-regulate electricity pricing to ensure that more Victorian households receive a fair price on their electricity service. Since the VDO’s establishment in July this year, more Victorians have been able to access fairer prices for their essential electricity usage even if they are not actively engaging in
- [Protecting guarantors from financial abuse](https://consumeraction.org.au/20190819-guarantor-financial-abuse/) - In our feedback to the Banking Code Compliance Committee (BCCC) inquiry into banks’ compliance when accepting and enforcing guarantees, Consumer Action discusses our concerns with guarantee provision compliance, dispute resolution obstacles and co-borrowers that should be guarantors. Consumer Action has highlighted a number of concerns about how banks accept and enforce guarantees, particularly in relation
- [Response to ASIC’s update to internal dispute resolution requirements for financial firms (RG165)](https://consumeraction.org.au/20190826-idr-rg165/) - It is critical that the process to make and resolve complaints with a bank, insurer, or super fund is timely, fair, and accessible, including for people experiencing vulnerability and disadvantage. Our casework experience reveals that internal dispute resolution (IDR) is highly variable between financial firms and often of poor quality. Consumer Action Law Centre strongly
- [Closing the ‘unfair contract terms’ loophole for insurance – Exposure draft legislation](https://consumeraction.org.au/20190830-treasury-uct/) - There is a big fairness problem in insurance. People often make insurance claims when they are at a low ebb, but they can face shocking outcomes when insurers rely on unfair terms in insurance contracts to deny claims. Consumer Action Law Centre, Financial Rights Legal Centre and WEstjustice made a submission to The Treasury’s consultation
- [Keeping comprehensive credit reporting fair for those who have previously experienced hardship](https://consumeraction.org.au/20190905-nccp-amendment-ccr/) - Leading consumer advocacy bodies are concerned that customers who experience financial difficulty repaying loans will be unfairly penalised by credit reporting reforms proposed by the National Consumer Credit Protection Amendment (Mandatory Comprehensive Credit Reporting) Bill 2019. Together with Financial Rights Legal Centre, Australian Privacy Foundation (APF), CHOICE and Financial Counselling Australia (FCA), Consumer Action has
- [Preparing vulnerable Victorians for electricity outages](https://consumeraction.org.au/20190909-esc-distribution-code/) - 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 consistent supply is maintained with only efficient costs being covered by consumers. In our comment on Essential Services Commission (ESC) Electricity Distribution Code Review Issues Paper, Consumer Action
- [Making sure Victorian energy is safe for those requiring power for life support purposes](https://consumeraction.org.au/20190913-energy-life-support/) - Most people would take the reliability of electricity services for granted. When the power goes out, it is frustrating, but not life threatening. But for many Australians, a loss of electricity is a direct threat to their health. In our comment on the Essential Service Commission (ESC) Strengthening protections for life support customers draft decision,
- [Financial product design and distribution obligations must be consumer centred and limit loopholes](https://consumeraction.org.au/20191011-dados-exposure-draft/) - The Design and Distribution Obligations (DADOS) require financial service providers to provide products that meet customer needs rather than focussing on securing the sale. In our joint submission on the exposure draft Corporations Amendment (Design and Distribution Obligations) Regulations 2019 (Cth) (the Regulations) with Financial Rights Legal Centre, Financial Counselling Australia and CHOICE, we support
- [Protecting Australian families from dodgy vendor terms and rent-to-buy arrangements](https://consumeraction.org.au/20191015-sale-of-land-act/) - Over the years, our team has assisted a number of people who have been adversely affected by failed vendor finance and rent-to-buy deals, which are promoted as an opportunity to achieve home ownership for those who can’t afford it, but ultimately turn the ‘great Australian dream’ of homeownership into a nightmare. Consumer Action has seen
- [Alert: Membo Finance Pty Ltd trading as Clear Loans](https://consumeraction.org.au/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 loans: fast, flexible & straightforward” where consumers can borrow up to $15,000 in 24 hours. The website says that, “it doesn't matter if you have bad
- [Looking after the needs of Victorian energy consumers](https://consumeraction.org.au/20190912-ewov-review/) - The Energy & Water Ombudsman Victoria (EWOV) plays an important role in ensuring Victorian households have ongoing access to fair outcomes in relation to the provision of essential energy and water services. Generally, Consumer Action commends the performance of EWOV. Financial Counsellors at the National Debt Helpline service regularly refer callers to EWOV and these
- [Giving energy users access to fair finance for new energy tech](https://consumeraction.org.au/20190920-new-energy-tech-code/) - On 9 September 2019, Consumer Action attended a pre-decision conference on AA1000439 New Energy Tech Consumer Code (The Code) Application. We have provided a further submission following the discussion at the conference. As in previous submissions we strongly support the proposal to prohibit signatories to the Code offering inappropriate finance arrangements. We also continue to
- [Fairness needs to be at the forefront of the energy market](https://consumeraction.org.au/20190930-energy-market-fairness/) - It is our firm stance that fairness should be at the forefront of all markets. In our comment on the Energy Security Board (ESB) Post 2025 Market Design Issues Paper (Issues Paper), Consumer Action seeks to stress the importance of the principle of fairness in ensuring market design meets community expectations. It is particularly concerning
- [Energy regulators should have strong powers to stop misconduct](https://consumeraction.org.au/20191003-energy-regulation/) - Consumer Action supports the Treasury Laws Amendment (Prohibiting Energy Market Misconduct) Bill 2019 (the Bill). We feel that it will ensure the Australian Energy Regulator (AER) has appropriate powers and tools to gather information in the interests of the community, and enable appropriate responses to misconduct or consumer harm that is identified by the Australian
- [Energy compliance and performance reporting guideline](https://consumeraction.org.au/20191014-energy-compliance-guideline/) - 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 entitlements for customers Draft Decision (Draft Decision), we generally support the proposed changes that aim to update the Compliance and Performance Reporting Guideline (CPRG) to reflect recent policy
- [All Victorians deserve access to fair energy pricing](https://consumeraction.org.au/20191017-vdo/) - Since its implementation on 1 July 2019, the Victorian Default Offer (VDO) has given more Victorian energy users access to fairer pricing for their essential electricity services. In our comment to the Essential Service Commission (ESC) on the Victorian Default Offer to apply from 1 January 2020 Draft Decision (Draft Decision), we assert that the
- [ASIC bans cold-calling telephone sales of life, funeral and consumer credit insurances](https://consumeraction.org.au/20191204-asic-cold-calling-ban/) - As the Australian Securities and Investments Commission (ASIC) bans life insurance and consumer credit insurance (CCI) providers from flogging products via outbound telephone sales, Consumer Action Law Centre (Consumer Action) emphasises the need for an economy-wide ban on unsolicited sales practices. The ban comes just one week after the Federal Court’s sentencing of CommInsure for
- [Consumer protections in insurance about to take a much-needed leap forward](https://consumeraction.org.au/20191031-general-insurance-code/) - The general insurance industry’s new code of practice is a long awaited and necessary advancement, according to the Financial Rights Legal Centre (Financial Rights) and Consumer Action Law Centre (Consumer Action). The new General Insurance Code of Practice—announced today by the Insurance Council of Australia (ICA)—is a set of rules for insurance companies. The new
- [Victorian Government’s class action changes promote corporate accountability](https://consumeraction.org.au/20191129-class-action-rules/) - 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 Legislation Miscellaneous Amendments Bill 2019, introduced to state parliament this week, will reduce barriers to class actions by allowing lawyers to receive a ‘contingency fee’, a fee that
- [CommInsure sentencing shows we need a blanket ban on unsolicited selling](https://consumeraction.org.au/20191128-comminsure-sentence/) - 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 unsolicited sales practices. The life insurance arm of Commonwealth Bank, CommInsure, was sentenced to pay a criminal fine of $700,000 today after it pleaded guilty
- [Banks must offer better value bank accounts to struggling Australians](https://consumeraction.org.au/20191122-banking-code/) - The updated Banking Code received authorisation yesterday from the Australian Competition and Consumer Commission (ACCC) and the ABA are now seeking final approval from the Australian Securities and Investment Commission (ASIC). The Banking Royal Commission identified the harm caused to low-income Australians by banking dishonour fees and informal overdrafts and recommended their removal from basic
- [20,000 Australians demand the end of unfair insurance: Canberra](https://consumeraction.org.au/20191125-unfair-contract-terms/) - “Stand up to the insurance lobby” - that’s the message of leading consumer groups as they deliver signatures of over 20,000 Australians to Parliament House in Canberra. The groups anticipate the Federal Government to act on “Unfair Contract Terms” laws this fortnight, closing a damaging loophole that has allowed insurance companies to profit by using
- [Good consumer outcomes should not be sacrificed for bankers’ bonuses](https://consumeraction.org.au/20191023-banker-remuneration/) - The financial services industry plays an essential role in the lives of Australians, from providing for day-to-day transactions to providing for a comfortable retirement. Markets were opened because with increased competition can come benefits for consumers. At the heart of these open markets is a profit motive that, when properly aligned, drives companies and their
- [Data reveals billion-dollar payday lending industry driving Australians into debt](https://consumeraction.org.au/20191112-debt-trap-report/) - Over 20 consumer advocacy bodies from around the country have released new data revealing that predatory payday lenders are profiting from vulnerable Australians and trapping them in debt, as they call for urgent law reforms. The Debt Trap: How payday lending is costing Australians projected that the gross amount of payday loans undertaken in Australia
- [Treasury Laws Amendment (Protecting Your Superannuation Package) Bill 2018](https://consumeraction.org.au/protecting-your-super-package/) - Joint submission to the Senate Economics Legislation Committee's inquiry into the provisions of the Treasury Laws Amendment (Protecting Your Superannuation Package) Bill 2018.
- [Submission: Credit card responsible lending assessments](https://consumeraction.org.au/credit-card-assessments/) - The Consumer Action Law Centre, Financial Rights Legal Centre, CHOICE and Financial Counselling Australia welcome the opportunity to comment on Consultation Paper 303 on credit card responsible lending assessments. We also welcome the Australian Securities and Investment Commission’s recent report on credit card lending in Australia. The findings of the ASIC report largely reflect our
- [Submission: Retirement Living Revised Code of Conduct](https://consumeraction.org.au/submission-retirement-living-revised-code-of-conduct/) - The Consumer Action Law Centre, Residents of Retirement Villages Victoria, Housing for the Aged Action Group and COTA Victoria welcome the opportunity to comment on the most recent Draft Retirement Living Code of Conduct (the Draft Code). We support genuine attempts to improve standards in the retirement housing sector. However, we do not consider the
- [Submission: Revised Design and Distribution Obligations and Product Intervention Powers Bill](https://consumeraction.org.au/submission-revised-dado-pip/) - Thank you for the opportunity to comment on the revised exposure draft of the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Bill 2018 (the revised Bill) and explanatory materials. We continue to strongly support the introduction of the Design and Distribution Obligations (DADOs) and Product Intervention Powers (PIP) for the reasons
- [Submission: Easy and Transparent Trading Consultation Paper](https://consumeraction.org.au/submission-easy-and-transparent-trading-consultation-paper/) - The Consumer Action Law Centre (Consumer Action) welcomes the opportunity to comment on the Easy and Transparent Trading Consultation Paper (the Consultation Paper). We have limited our comments to Section 2 relating to increasing transparency and consumer choice. We welcome efforts to improve consumer outcomes. However, we caution against over-reliance on increased disclosure and consumer
- [Submission: Telecommunications Consumer Safeguards Review Part A - Consumer Redress and Complaints Handling](https://consumeraction.org.au/submission-telecommunications-consumer-safeguards-review-part-a-consumer-redress-and-complaints-handling/) - Consumer protection mechanisms in the telecommunications market are failing Australians. The Telecommunications Consumer Safeguards Review is an important and timely opportunity to move from self-regulation to direct regulation in a sector that now provides an essential service, and to ensure our telecommunication consumer protections are fit for a fast-paced digital world. Consumer Action Law
- [Submission: draft Telecommunications Consumer Protections Code](https://consumeraction.org.au/draft-tcp-code/) - If the final revised Telecommunications Consumer Protections Code fails to adopt effective consumer safeguards, the case for direct regulation of the telecommunications sector will be irrefutable.
- [National Energy Retail Amendment (Strengthening Protections for Customers in Hardship) Rule 2018 Draft Rule Determination](https://consumeraction.org.au/national-energy-retail-amendment-strengthening-protections-for-customers-in-hardship-rule-2018-draft-rule-determination/) - We strongly recommend that the AEMC acknowledge the limitations of the NERL and this rule change to address the needs of the community.
- [Submission: Senate Inquiry into PIP/DADO Bill](https://consumeraction.org.au/senate-inquiry-pip-dado-bill/) - We continue to strongly support the introduction of the Design and Distribution Obligations (DADOs) and Product Intervention Powers (PIP) for the reasons outlined in our previous submissions. As noted by the Australian Securities and Investments Commission (ASIC), these reforms represent a ‘fundamental shift away from relying predominantly on disclosure to drive good consumer outcomes, and
- [Submission: Reforms to strengthen penalties for corporate and financial sector misconduct – Draft Legislation](https://consumeraction.org.au/submission-reforms-to-strengthen-penalties-for-corporate-and-financial-sector-misconduct-draft-legislation/) - This submission supports the proposed increases to maximum criminal and civil penalties across a number of provisions, the expansion in provisions subject to penalties, and the power to obtain disgorgement remedies (referred to as a relinquishment order in the Bill) if there has been a contravention of a civil penalty provision. This submission provides comments
- [Submission: Inquiry into credit and financial services targeted at Australians at risk of financial hardship](https://consumeraction.org.au/inquiry-targeted-australians-risk-financial-hardship/) - This Senate Inquiry is a crucial opportunity to close the regulatory loopholes exploited by fringe lenders and ‘debt help’ companies. These companies can entrench disadvantage for some of the most vulnerable members of our community but are not required to play by the same rules as other financial institutions. We welcome the Inquiry’s broad terms
- [Submission: PIP DADO Regulations](https://consumeraction.org.au/submission-pip-dado-regulations/) - Consumer groups have commented on the exposure draft Corporations Amendment (Design and Distribution Obligations and Product Intervention Powers) Regulations 2018 (Cth) (the Regulations) and explanatory materials. The following organisations have contributed to and endorsed this submission: CHOICE Consumer Credit Legal Service WA Consumer Action Law Centre Financial Counselling Australia Financial Rights Legal Centre Our comments
- [ACCC monitoring of the electricity supply in the National Energy Market discussion paper](https://consumeraction.org.au/accc-monitoring-of-the-electricity-supply-in-the-national-energy-market-discussion-paper/) - Consumers must feel there is transparency around industry’s practices in the NEM and that industry is acting in their interest if trust and confidence in the energy market is to be improved.
- [2019-20 Pre-Budget Submission](https://consumeraction.org.au/2019-20-pre-budget-submission/) - Consumer Action has made a submission to The Australian Government Treasury’s 2019-20 Pre-Budget Submission process. We have focused this submission on two areas where budget action could make an immediate difference to give Australians access to fair consumer markets: Establish a taskforce to oversee and co-ordinate the implementation of the consumer-centred recommendations of The Royal
- [Appropriate responses to misconduct or consumer harm identified as part of ongoing electricity price monitoring](https://consumeraction.org.au/submission-treasury-laws-amendment-prohibiting-energy-market-misconduct-bill-2018/) - Consumer Action has provided a submission to the Senate Economics Committee inquiry on the Treasury Laws Amendment (Prohibited Energy Market Misconduct Bill) 2018. We support the Bill, which will allow for appropriate responses to misconduct or consumer harm identified as part of the Australian Competition & Consumer Commission’s ongoing electricity price monitoring inquiry. Our submission
- ['Loyalty tax' for insurance is fundamentally unfair](https://consumeraction.org.au/insurance-pricing-differences-new-vs-existing-customers/) - Consumer Action made a submission to the NSW Emergency Services Levy Insurance Monitor’s Discussion Paper, Pricing Differences: New vs Existing Customers. Insurance is a product that claims to reward loyalty. We are disappointed but unsurprised that the Monitor’s analysis revealed that customers who renew their home and contents policies pay a ‘loyalty tax’. Consumer Action strongly
- [Consumer issues must fall within mental health inquiry's scope](https://consumeraction.org.au/submission-royal-commission-into-mental-health-terms-of-reference-consultation/) - Consumer Action has provided a submission to the Royal Commission into Mental Health Terms of Reference Consultation. We strongly support the Victorian Government’s announcement of this Royal Commission. This is a critical inquiry that has the potential to benefit some of our state’s most vulnerable people. Consumer Action’s financial counsellors and lawyers speak regularly to
- [Prohibition will strengthen the consumer law and allow regulators to deal with practices that cause consumer detriment](https://consumeraction.org.au/accc-digital-platforms-inquiry/) - Consumer Action has made a submission to the ACCC Digital Platforms Inquiry Preliminary Report. The submission focuses primarily on the proposal to develop a general prohibition against unfair practices in the Australian Consumer Law. The submission argues such a prohibition will strengthen the consumer law and allow regulators to deal with practices that cause consumer
- [It’s time to clean up energy market pricing for all Victorians](https://consumeraction.org.au/energy-market-pricing-vdo/) - Consumer Action Law Centre (Consumer Action) commends the Essential Services Commission’s (ESC) draft advice to the Victorian Government about the default regulated price for electricity, but urges retailers to follow suit. The Victorian Default Offer (VDO) is set to apply in Victoria from 1 July. The prices proposed in the advice are much lower than
- [Clarification of consumer guarantees is essential, but making information accessible must be a focus](https://consumeraction.org.au/draft-guidance-unsafe-and-reasonable-durability-of-goods/) - Clarification of consumer guarantees is essential according to Consumer Action Law Centre (Consumer Action), but making information accessible must be a focus in newly proposed guidance about ‘unsafe’ goods and what constitutes reasonable durability of goods. Consumer Action’s comment on the draft Guidance on ‘reasonable durability’ and Guidance on ‘unsafe’ documents circulated by the Australian
- [Energy pricing under the Victorian Default Officer must ensure fairness for consumers](https://consumeraction.org.au/20190405-vdo-joint-submission/) - As part of its response to pressure to curb energy prices and address inequality within Victoria’s energy market, the Victorian Government recently introduced the Victorian Default Offer (VDO). The VDO is designed to provide a fair default energy options for people who have difficulty engaging with the market (or do not wish to engage with
- [Insurance Claims Handling: Taking Action on Recommendation 4.8 of the Banking, Superannuation & Financial Services Royal Commission](https://consumeraction.org.au/20190409-insurance-claims-handling/) - Claims handling is the most critical part of the insurance process for many consumers. Unfortunately, ‘legal loopholes’ have caused undue stress and delayed resolutions for too many consumers in their time of need. Consumer Action Law Centre (Consumer Action) has supported removing the insurance claims handling exemption, consistent with Recommendation 4.8 from the Banking Royal
- [Proposed AFCA arrangements for comparative reporting of complaint data](https://consumeraction.org.au/20190503-afca-comparative-reporting/) - Comparative reporting of data related to complaints against financial service providers will empower consumers to make informed decisions about where to take their business. Consumer Action Law Centre and Financial Rights Legal Centre support proposed AFCA arrangements for comparative reporting of complaint data. This data should be searchable by business or trader name and laid
- [The mortgage broking industry is long overdue for reform](https://consumeraction.org.au/20191004-mortgage-broking-reform/) - The mortgage broking industry is long overdue for reform. Landmark inquiries from the Banking Royal Commission and the Productivity Commission, as well as a number of ASIC investigations, have all found that the broking industry is failing Australians. The Treasury’s proposed reforms are an important step forward in reforming this troubled sector. Buying a mortgage
- [Making it easier for vulnerable customers to access fee-free banking](https://consumeraction.org.au/20191010-aba-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 Hayne specifically recommended in the Final Report of the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry that the Australian Banking Association
- [Cashless Debt Card undermines the role of the market in serving consumer and community interests](https://consumeraction.org.au/20191002-cashless-debit-card/) - 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 Cashless Debit Card (CDC) undermines the role of the market in serving consumer and community interests, and instead places punitive measures on those that
- [Support for an independent review of the Customer Owned Banking Code of Practice](https://consumeraction.org.au/20190826-coba-code-review/) - 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 Ralph Khoury’s Report Series approach to the Independent Review of the Customer Owned Banking Code of Practice (the Code). It appears to be a simple and transparent approach
- [Payday lenders: trusted friends or debt traps?](https://consumeraction.org.au/20191016-payday-lender-trap/) - Need a loan? Research reveals social media users should be wary of payday lenders using digital platforms to peddle their wares to the vulnerable. If you have ever needed money in a hurry it may have been tempting to apply for a small loan to tide you over until your next pay packet. But research
- [ASIC Enforcement Review](https://consumeraction.org.au/20191009-asic-enforcement-review/) - In our joint response to exposure draft legislation implementing certain aspects of the ASIC Enforcement Review Taskforce (ERT) Final Report, Consumer Action and Financial Rights Legal Centre (Financial Rights) generally supports the exposure draft legislation but makes comment in this submission on the following:09 ASIC’s power to ban individuals; Strengthening ASIC’s licensing powers; ASIC’s investigative
- [Keeping energy market prices down during energy shortages or network constraints](https://consumeraction.org.au/20190912-energy-demand-response/) - 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. Currently for most users, such a role could only be coordinated through licensed retailers, who have little incentive to facilitate this price-regulating exercise. Consumer
- [New Energy Tech Consumer Code must protect Australians from exploitative buy now pay later arrangements](https://consumeraction.org.au/20190821-energy-tech-code/) - 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 Consumer Code is an important first step to addressing these systemic issues. In our response to the Australian Competition and Consumer Commission (ACCC) AA1000439 New
- [The norm of fairness must be recognised](https://consumeraction.org.au/20190902-digital-platforms-fairness/) - Our existing consumer protection framework has failed to prevent unfairness from becoming embedded in business practices. From unclear marketing, subscriptions that make cancellation difficult, to business models that exploit behavioural biases, unfair practices distort a consumer’s free choice. Consumer harm continues in the face of existing laws, and the opportunity for manipulation and exploitation of
- [ASIC’s intervention in junk ‘add-on’ insurance market open to abuse by car dealers as DemandaRefund.com tops $5 million](https://consumeraction.org.au/20191001-asic-pip-caryards/) - Consumer Action says the Australian Securities and Investment Commission’s (ASIC) proposal to use its product intervention powers (PIP) for add-on insurance and warranties sold by caryards lacks teeth needed to protect Australians from worthless ‘junk insurance’. This comes as Consumer Action releases new data from DemandaRefund.com showing the scale of mis-selling. ASIC’s proposed use of
- [Junk Insurance and Rubbish Warranties](https://consumeraction.org.au/junk-insurance-and-rubbish-warranties/) - You might have bought something useless and don’t even know it. If you’ve purchased a used car or taken out a credit card or loan, you may have paid for junk.
- [Victims of financial scandals need simple justice – response to Ramsay EDR Review](https://consumeraction.org.au/victims-financial-scandals-need-simple-justice-response-ramsay-edr-review/) - Following the slew of financial scandals Australians have faced in recent years, consumer advocates say that Australians need simple and accessible justice with reformed Ombudsman services.
- [ACCC rejects weak effort by insurers to fix junk insurance](https://consumeraction.org.au/accc-rejects-weak-effort-insurers-fix-junk-insurance/) - The Australian Competition and Consumer Commission (ACCC) has today rejected a cynical move by the insurance industry to keep selling junk insurance products.
- [“Car yards should be ashamed”: tips on avoiding car yard shonks](https://consumeraction.org.au/car-yards-ashamed-tips-avoiding-car-yard-shonks/) - Consumer Action Law Centre is warning Australians about the behaviour of car yard shonks following an ASIC action refunding $400,000 to a group of NSW car buyers who were forced to purchase warranties.
- [Progress on banking code, but missed opportunities too: consumer advocates](https://consumeraction.org.au/progress-banking-code-missed-opportunities-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 opportunities for the banking industry.
- [Junk insurance days are numbered: Consumer Advocates](https://consumeraction.org.au/junk-insurance-days-numbered-consumer-advocates/) - Following multi-billion dollar scandals in the UK and exposure of similar problems in Australia, the sale of Consumer Credit Insurance (CCI) products in Australia is finally being tackled by industry and regulators.
- [Another day, another multi-million dollar junk insurance pay back](https://consumeraction.org.au/another-day-another-multi-million-dollar-junk-insurance-pay-back/) - Consumer Action Law Centre says today’s announcement from ASIC that CommBank will refund $10 million to people who were mis-sold consumer credit insurance (CCI), after QBE agreed to pay back $16 million for mis-selling last week, confirms this is the tip of a very large iceberg.
- [Royal Commission – Sales culture and short-term profit motivation is the problem](https://consumeraction.org.au/royal-commission-sales-culture-short-term-profit-motivation-problem/) - Yesterday, irresponsible car lending was the focus of the Banking Royal Commission, with Nalini Thiruvangadam taking the stand to share her experience of a car loan from Bank of Melbourne (part of the Westpac Group).
- [Stop the spread: New ASIC powers to be extended to funeral insurance, "buy now pay later" credit](https://consumeraction.org.au/stop-the-spread-new-asic-powers-to-be-extended-to-funeral-insurance-buy-now-pay-later-credit/) - The Turnbull Government is set to boost the power of the corporate regulator, with proposed legislation that would allow ASIC to stop even more predatory products from hurting Australians.
- [Consumer groups respond: Banking Royal Commission Interim Report](https://consumeraction.org.au/consumer-groups-respond-banking-royal-commission-interim-report/) - The release of the Interim Report from the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry today is a watershed moment for the finance sector according to Consumer Action Law Centre and Financial Rights Legal Centre.
- [Credit cards should not be a lifelong debt sentence: Media Release](https://consumeraction.org.au/credit-cards-should-not-be-a-lifelong-debt-sentence-media-release/) - A proposal to prevent credit cards becoming a lifelong debt sentence has been welcomed by Consumer Action Law Centre. The Australian Securities & Investment Commission (ASIC) has released its proposal together with a new report examining credit card lending in Australia. The report finds that credit card debt is causing problems for at least 1.9 million Australian credit card holders.
- [Consumer concern at Federal Government review of telco complaints handling](https://consumeraction.org.au/consumer-concern-at-federal-government-review-of-telco-complaints-handling/) - The consumer movement has expressed strong concerns at Government proposals to reduce the remit of the Telecommunications Industry Ombudsman. ‘One of the vital elements in the consumer protection regime is the Telecommunications Industry Ombudsman scheme. It is fundamentally important to have a robust, well-resourced, independent way for consumers to resolve complaints, to help them sort out the many problems they experience with telecommunications providers’ said ACCAN CEO Teresa Corbin.
- [ACCC report calls for much needed, long overdue reform of Australia’s dysfunctional energy market](https://consumeraction.org.au/accc-report-calls-for-much-needed-long-overdue-reform-of-australias-dysfunctional-energy-market/) - Consumer Action Law Centre (Consumer Action) commends the ACCC on its report into Australia’s electricity market, Restoring electricity affordability and Australia’s competitive advantage. The report advocates for strong, wide-reaching reforms to benefit Australian households.
- [Lobbyists beat the battlers on payday loans and rent-to-buy](https://consumeraction.org.au/lobbyists-beat-the-battlers-on-payday-loans-and-rent-to-buy/) - The Federal Government is letting the worst and most harmful financial products in the community run wild according to consumer advocates.
- [Solar energy rebate a win for households - now for fair energy tariffs](https://consumeraction.org.au/solar-energy-rebate-a-win-for-households-now-for-fair-energy-tariffs/) - Consumer Action Law Centre has welcomed a new Victorian government solar energy rebate program for 650,000 households, saying that solar energy on homes can help people save on power costs.
- [A basic service offer is a quick fix for the energy mess](https://consumeraction.org.au/a-basic-service-offer-is-a-quick-fix-for-the-energy-mess/) - It was fascinating listening to the Premier attack the price gouging of energy retailers in Victoria, more so given the answer to the spiralling cost of energy has been sitting on the desk of the state's energy minister for a year. That talk is cheap has never been more true in the case of energy prices.
- [Enough talk on electricity, governments must walk the walk and guarantee lower prices](https://consumeraction.org.au/enough-talk-on-electricity-governments-must-walk-the-walk-and-guarantee-lower-prices/) - In light of the disappointing Federal Government decision on the National Energy Guarantee, consumer and end-user groups (the ‘Group’) representing regional and urban communities have joined together to hold state and federal governments accountable on achieving price reductions for reliable electricity across the nation.
- [Life insurance cold calling must be banned: consumer advocates](https://consumeraction.org.au/life-insurance-cold-calling-must-be-banned-consumer-advocates/) - Consumer advocates are calling for a ban on life insurance cold calling, after ASIC today revealed major rip offs and startlingly high claims rejections.
- [Grant Stewart – Royal Commission Witness: MEDIA RELEASE](https://consumeraction.org.au/grant-stewart-royal-commission-witness-media-release/) - Today Victorian man Grant Stewart, 61, gave evidence to the Financial Services Royal Commission about a life insurer pressure-selling insurance to his son, who has a disability.
- [Consumer groups respond to resignation of ASIC Deputy Chair: MEDIA RELEASE](https://consumeraction.org.au/consumer-groups-respond-to-resignation-of-asic-deputy-chair-media-release/) - The Consumer Action Law Centre, Financial Counselling Australia and CHOICE have responded to the news of ASIC Deputy Chair Peter Kell’s resignation by calling for the Government to ensure that he is replaced by a person with a similar strong consumer protection background.
- [New Legislation to mark the end of VET FEE-HELP disaster: MEDIA RELEASE](https://consumeraction.org.au/new-legislation-to-mark-the-end-of-vet-fee-help-disaster/) - Federal Minister for Skills and Vocational Education, Senator Michaelia Cash has announced new legislation that will waive VET FEE-HELP debts that were incurred because of inappropriate conduct by VET providers or brokers.
- [Debt vultures to go under the microscope of Senate Inquiry: MEDIA RELEASE](https://consumeraction.org.au/debt-vultures-to-go-under-the-microscope-of-senate-inquiry-media-release/) - Today the Australian Senate voted to establish an inquiry into debt management firms (known as debt vultures). Consumer Action Law Centre (Consumer Action) has long argued that debt vultures operate in a regulatory black hole leading to terrible outcomes for Australians struggling with debt.
- [Banks bosses should lose their conflicted payments: MEDIA RELEASE](https://consumeraction.org.au/banks-bosses-should-lose-their-conflicted-payments-media-release/) - It’s time to give regulators the resources and powers they need and stop finance executives pocketing bonuses for rip offs, according to Consumer Action Law Centre in its response to the Royal Commission’s Interim Report and Insurance round today.
- [For Australians, debt advice must be a matter of trust: Consumer Action](https://consumeraction.org.au/debt-advice-trust/) - All Australians looking to get their finances back on track should be able to trust the financial or debt advice they receive. Sadly, this trust has been broken by dodgy debt advisers and other poorly regulated fringe lenders who prey on the financially vulnerable
- [‘Car-napping’ court win against car hire company](https://consumeraction.org.au/car-napping-court-win-against-car-hire-company/) - Consumer Action Law Centre (Consumer Action) has successfully defended a case brought by hire car company, Insurance Replacement Rentals (IRR), against Mr Makyle Mekonnen, a car accident victim. The case was heard in the Magistrates’ Court of Victoria. In an unpublished decision, the Court found that IRR misled Mr Mekonnen and acted unconscionably towards him.
- [Increased consumer protections and removal of legal loopholes key Royal Commission recommendations](https://consumeraction.org.au/increased-consumer-protections-and-removal-of-legal-loopholes-key-royal-commission-recommendations-media-release-2/) - Increased consumer protections and removal of loopholes and exemptions are the key recommendations from the Hayne Royal Commission that will benefit everyday Australians says Consumer Action Law Centre. The Final Report and the Government’s response was released to the general public on Monday afternoon, providing a roadmap for law reform that should deliver improved standards in the finance sector. “There are too many exemptions and loopholes in our
- [Senate Inquiry report recommends vital safeguards for Australian families struggling with debt](https://consumeraction.org.au/media-release-senate-inquiry-feb-2019/) - Consumer Action Law Centre (Consumer Action) says that, if implemented, the recommendations in the final report from the Senate Inquiry into credit and financial services targeted at Australians at risk of financial hardship would provide vital protections to millions of Australians struggling with debt. CEO Gerard Brody says the Inquiry’s recommendations would be a positive step forward
- [ASIC handed new powers to tackle harmful financial products](https://consumeraction.org.au/20190403-treasury-laws-pips-dados/) - Newly enacted laws about the fairness of financial products and services can work to prevent harm in banking and finance if the Australian Securities and Investments Commission (ASIC) takes immediate action to use the powers, says Consumer Action Law Centre (Consumer Action). Consumer Action CEO, Gerard Brody says the Treasury Laws Amendment (Design and Distribution
- [Government sets new energy price safety net to stop Victorians getting ripped off](https://consumeraction.org.au/20190530-vdo-announcement/) - Victorians will be taking back control of their energy prices thanks to the introduction of the Government’s new default energy offer. Consumer Action Law Centre (Consumer Action) is strongly supportive of the Victorian Default Offer (VDO) announced by Energy Minister, Lily D’Ambrosio this morning. The VDO sets a fair price for electricity which people can
- [Time to implement Hayne recommended law reform following court decision](https://consumeraction.org.au/20190813-asic-westpac-decision/) - The Financial Rights Legal Centre (Financial Rights) and Consumer Action Law Centre (Consumer Action) have called for the Government to amend responsible lending laws to ensure that lenders make reasonable inquiries and verify borrowers’ actual financial situation. This follows a decision by the Federal Court to dismiss Australian Securities and Investments Commission’s (ASIC's) responsible lending
- [Consumer advocates unite as Government inaction on payday loan reform hits 1,000 days](https://consumeraction.org.au/20190826-stop-the-debt-trap-alliance/) - As the counter ticks over to 1,000 days since the Coalition Government accepted the recommendations from the Small Amount Credit Contract (SACC) review, consumer advocacy organisations across the country have united to call for swift government action to protect Australians from predatory payday lenders and consumer lease providers. The Government endorsed most of the findings of
- [Urgent need for payday loan reform acknowledged by Consumer Affairs Ministers](https://consumeraction.org.au/20190902-stdt-sacc-acknowledged/) - The need for urgent law reform to protect consumers from unfair and predatory payday loans has been reinforced at a meeting of Australian and New Zealand ministers in Queenstown, New Zealand. Ministers from every Australian state and territory used this critical forum to publicly call for immediate action to address the harm caused by the
- [Time is up for predatory credit agent, Cigno as ASIC confirms ban of lending model](https://consumeraction.org.au/20190912-asic-pip-cigno/) - Cigno has been weighed, measured and found wanting as the Australian Securities & Investments Commission (ASIC) takes decisive action to ban a predatory lending business model using its newfound product intervention powers (PIPs). The PIP is a flexible addition to ASIC’s regulatory toolkit that allows it to make timely and targeted intervention where it finds
- [“I don’t want other women falling into the same trap.”  Victorian woman joins Canberra delegation to urge Government to stop predatory payday lenders](https://consumeraction.org.au/20190917-payday-loans-canberra/) - 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 coalition of over 20 consumer advocacy organisations from around the country, to visit MPs in Canberra today to call for
- [New telco industry data highlights urgent need for effective regulation and enforcement powers to protect Australians](https://consumeraction.org.au/20190925-telco-regulation/) - 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 behaviour by telcos, says Consumer Action Law Centre (Consumer Action). The Telecommunications Ombudsman released a report today that showed unresolved complaints are taking longer to close than in previous
- [Turnbull’s energy policy won’t stop energy retailers from price gouging, but a Basic Service Offer will](https://consumeraction.org.au/turnbulls-energy-policy-wont-stop-energy-retailers-price-gouging-basic-service-offer-will/) - As politicians quibble at the cost of coal versus renewable energy, there is one solution that will put millions of dollars back into the pockets of households and small businesses.
- [Prime Minister, you’ve talked to the energy retailers, now talk to those that pay the bill](https://consumeraction.org.au/prime-minister-youve-talked-energy-retailers-now-talk-pay-bill/) - Prime Minister Malcolm Turnbull summoned the chief executives of the nation’s largest power companies to Canberra today, insisting they provide relief from high energy prices for Australian households.
- [Radio Rentals sued over irresponsible ‘Rent Try Buy’ contracts](https://consumeraction.org.au/radio-rentals-sued-irresponsible-rent-try-buy-contracts/) - A Victorian single mother of four children has sued Radio Rentals in the Federal Circuit Court alleging that six 'Rent Try Buy' contracts were irresponsible and unjust.
- [Media release: Energy market failing Victorian households, annual market report shows](https://consumeraction.org.au/media-release-energy-market-failing-victorian-households-annual-market-report-shows/) - An annual review of Australia’s energy markets suggest competition alone isn’t enough to keep the market running efficiently and to keep energy prices down.
- [Media release: Investigation into energy disconnections a welcome first step](https://consumeraction.org.au/media-release-investigation-into-energy-disconnections-a-welcome-first-step/) - Consumer Action Law Centre has welcomed the Victorian Government’s announcement that it has directed the Essential Services Commission to conduct an investigation into the underlying causes of energy disconnections.
- [Media release: Stitched up by two traders in the one deal - Foton Dandenong & All Loans R Us in the spotlight](https://consumeraction.org.au/submission-stitched-up-by-two-traders-in-the-one-deal-foton-dandenong-all-loans-r-us-in-the-spotlight/) - Car dealer Foton Dandenong has been found to have broken the Australian Consumer Law, and All Loans R Us found to have engaged in unlicensed credit activity.
- [Media release: Credit reporting agency accused of breaching new credit reporting rules](https://consumeraction.org.au/media-release-credit-reporting-agency-accused-of-breaching-new-credit-reporting-rules/) - Veda Advantage Ltd a company which stores the credit history of millions of Australians, has been accused of breaching new credit reporting laws.
- [Media release: Energy retailers given the green light to increase prices at will](https://consumeraction.org.au/media-release-energy-retailers-given-the-green-light-to-increase-prices-at-will/) - Energy retailers would have been banned from increasing tariff mid contract under a consumer advocate proposal, but the AEMC's proposed ruling favours the system which allows retailers to increase prices at will.
- [Media release: New report calls on energy retailers to improve support for struggling households](https://consumeraction.org.au/media-release-new-report-calls-on-energy-retailers-to-improve-support-for-struggling-households/) - Problems with Payment tells the stories of thirteen Victorians trying to stay on top of their energy bills, and reviews the performance of retailers’ assistance programs against best practice.
- [Media release: As fixed term interest rates fall to record lows, borrowers advised to look beyond the short term](https://consumeraction.org.au/media-release-as-fixed-term-interest-rates-fall-to-record-lows-borrowers-advised-to-look-beyond-the-short-term/) - As Australian banks cut fixed term interest rates on home loans to record lows, financial counsellors have advised prospective borrowers to consider the longer term.
- [Media Release: Murray Inquiry - focus on fairness welcome for consumers](https://consumeraction.org.au/media-release-murray-inquiry-focus-on-fairness-welcome-for-consumers/) - Consumer Action Law Centre has welcomed the interim report from the Murray Inquiry into Australia’s financial system, and its acknowledgment that fairness, along with stability and efficiency, are important policy objectives.
- [Media Release: Making home insurance fair and simple – Consumer Action welcomes new report findings](https://consumeraction.org.au/making-home-insurance-fair-and-simple-consumer-action-welcomes-new-report-findings/) - A new report by the Office of the Fire Services Levy Monitor has lifted the veil on Australia’s home insurance industry, exposing high profits, poor disclosure, and a lack of competition.
- [Consumer Action responds: Consumer Ministers set to consider retirement villages](https://consumeraction.org.au/consumer-action-responds-consumer-ministers-set-consider-retirement-villages/) - Consumer Affairs Ministers are set to discuss the state of retirement village regulation across Australia at the end of August. Consumer Action Law Centre CEO Gerard Brody welcomed the news, saying that stronger protections for residents were long overdue. 'We have long been hearing horror stories from residents about one-sided contracts, unfair fees and charges,
- [New legal advice shows Government can claw back VET FEE-HELP money](https://consumeraction.org.au/new-legal-advice-shows-government-can-claw-back-vet-fee-help-money/) - Consumer Action Law Centre today released new legal advice from an eminent Queen’s Counsel about the Federal Government’s ability to claw back VET FEE-HELP funding. The advice is that the Government could compulsorily recover VET FEE-HELP money paid out to dodgy vocational education providers. This release follows reports that the Federal Cabinet is currently considering
- [Parliamentary Inquiry into Retirement Housing commences today](https://consumeraction.org.au/parliamentary-inquiry-retirement-housing-commences-today/) - The much anticipated Victorian Parliamentary Inquiry into the retirement housing sector commences today at Parliament House. Representatives from government, the retirement housing industry and the community sector are scheduled to appear. The inquiry was established earlier this year after persistent claims that retirement housing in Victoria is too complex, too expensive, and leaves retirees silenced
- [Speech to the CIO Dispute Resolution Conference 18 May 2016, Melbourne](https://consumeraction.org.au/speech-cio-dispute-resolution-conference-18-may-2016-melbourne/) - On Wednesday, 18 May 2016, Consumer Action CEO Gerard Brody gave a speech to the CIO Dispute Resolution Conference. An edited transcript of the speech can be found below. ***CHECK AGAINST DELIVERY*** Thank you for the opportunity to speak. For those that don’t know of Consumer Action Law Centre, we are a Melbourne-based consumer
- [Good enough for Google. Good enough for Australia.](https://consumeraction.org.au/good-enough-google-good-enough-australia/) - Google’s decision last week to ban the advertisement of payday loans demonstrates that the world is moving against the proliferation of payday loans. It is Australia’s turn to show leadership and clamp down on these exploitative products. Today, Consumer Action Law Centre is using this globally significant decision by Google to launch a new calculator
- [Media Release: Consumer voices must be at heart of competition policy reform: Consumer Action](https://consumeraction.org.au/media-release-consumer-voices-must-be-at-heart-of-competition-policy-reform-consumer-action/) - Consumer Action Law Centre welcomes the release of the Harper Review into Competition Policy and particular the finding that purpose of competition is to make the market economy better serve the long-term interests of Australian consumers.
- [Energy consumers to get “even more information” under national rule change](https://consumeraction.org.au/energy-consumers-to-get-even-more-information-under-national-rule-change/) - Today marks the start of new national rules for energy retailers, which are intended to provide more clarity on fixed term contracts, but instead do little to protect Australians from unexpected price rises.
- [Too many Australians have suffered at the hands of financial advisers](https://consumeraction.org.au/too-many-australians-have-suffered-at-the-hands-of-financial-advisers/) - Consumer Action Law Centre welcomes reports that independent Senator Nick Xenophon MP and Labor Senator Sam Dastyari have called for a last resort compensation scheme for financial services consumers.
- [Debt collection industry can still do more](https://consumeraction.org.au/debt-collection-industry-can-still-do-more/) - Consumer Action Law Centre welcomes the release of the Australian Competition and Consumer Commission’s Debt Collection Industry Research Report released today, but says the industry can still do much more when it comes to respectfully engaging with vulnerable Australians.
- [Federal Court judgment against property spruiker shows ‘rent-to-buy’ is a sham](https://consumeraction.org.au/federal-court-judgment-property-spruiker-shows-rent-buy-sham/) - Consumer Action Law Centre says today’s Federal Court ruling that property spruiker Rick Otton misled and deceived hopeful property entrepreneurs shows that so-called ‘rent-to-buy’ schemes are a complete sham.
- [Students will be better off with new VET complaints body](https://consumeraction.org.au/students-will-be-better-off-with-new-vet-complaints-body/) - The Victorian Government’s decision to establish a new body with the power to resolve vocational education disputes is a win for students, according to the Consumer Action Law Centre.
- [ALP National Conference: Labor needs to take a stand on payday loans.](https://consumeraction.org.au/alp-national-conference-labor-needs-to-take-a-stand-on-payday-loans/) - "...one thing is clear—you cannot and must not trust payday lenders."
- [The energy market is failing struggling Victorians](https://consumeraction.org.au/8057-2/) - Victoria’s energy market is failing our most vulnerable people, according to Consumer Action Law Centre.
- [Response to "Making Energy Bills Fairer For Families" - Minister for Energy, Lily D'Ambrosio](https://consumeraction.org.au/response-to-making-energy-bills-fairer-for-families-minister-for-energy-lily-dambrosio/) - "We are heartened by the Government's commitment to Victorian energy consumers. The increased powers for the Essential Services Commission in the proposed legislative amendments are welcome at a time when competition is failing consumers, and the market becomes ever more complex."
- [Response to The Age - 'Vocational education, the biggest get-rich quick scheme in Australia'](https://consumeraction.org.au/response-to-the-age-vocational-education-the-biggest-get-rich-quick-scheme-in-australia/) - We are shocked and dismayed by the story in The Age this morning about vulnerable people being ripped off by get-rich-quick college rorts
- [A weaker ASIC helps no one: consumer groups](https://consumeraction.org.au/a-weaker-asic-helps-no-one-consumer-groups/) - A proposed funding model for corporate regulator ASIC has come under fire by consumer groups who say the model could lead to a weaker and less effective regulator.
- [Still too many Victorians choosing between heat or eat – response to EWOV annual report: Consumer Action](https://consumeraction.org.au/still-too-many-victorians-choosing-between-heat-or-eat-response-to-ewov-annual-report-consumer-action/) - Consumer Action Law Centre welcomes the significant drop in complaints to the Energy and Water Ombudsman (EWOV), but says there are still too many Victorians struggling with utilities.
- [Senate inquiry backs VET Industry Ombudsman](https://consumeraction.org.au/senate-inquiry-backs-vet-industry-ombudsman/) - Consumer Action Law Centre reiterates its call for the establishment of an Industry Ombudsman in the vocational education sector as recommended in a Senate report released today.
- [The common car product you might get a refund for](https://consumeraction.org.au/the-common-car-product-you-might-get-a-refund-for/) - Australians are demanding better from the products sold with used cars and winning.
- [Ban bad products before they cause harm: Financial System Inquiry](https://consumeraction.org.au/ban-bad-products-before-they-cause-harm-financial-system-inquiry/) - Fairness must be central to the regulation of financial services, says Consumer Action Law Centre commenting on the Federal Government response to the Financial System Inquiry.
- [Acquiring a long list of complaints on privacy](https://consumeraction.org.au/acquiring-a-long-list-of-complaints-on-privacy/) - The privacy commissioner has been called in to investigate allegations that the Privacy Act is being flaunted by an education company targeting job-seekers to sell vocational courses.
- [Victorian Mum takes on consumer rental company Flexirent and wins](https://consumeraction.org.au/victorian-mum-takes-on-consumer-rental-company-flexirent-and-wins/) - A Victorian Mum of four has won a settlement of nearly $4000 after she took legal action against Flexirent Capital Pty Ltd, a subsidiary of the ASX listed company FlexiGroup Limited.
- [Junk merchants fleecing millions from unknowing Australians](https://consumeraction.org.au/junk-merchants-fleecing-millions-from-unknowing-australians/) - Unknowing Australians could be paying millions of dollars for junk insurance according to a new report from Consumer Action Law Centre.
- [Stop selling junk – ASIC reports show how Australians are being dudded out of millions](https://consumeraction.org.au/stop-selling-junk-asic-reports-show-how-australians-are-being-dudded-out-of-millions-consumer-action/) - Consumer Action Law Centre is calling on insurance and warranty companies to stop selling junk following the release of two damning ASIC reports.
- [Energy retailers to help Victorians stay out of debt: Consumer Groups](https://consumeraction.org.au/energy-retailers-help-victorians-stay-debt-consumer-groups/) - Energy retailers are to provide improved, targeted assistance to customers experiencing financial difficulty under a proposed new regulatory framework announced by the Andrews Government today. The framework is the outcome of an inquiry by the Essential Services Commission into best practice financial hardship programs of energy retailers.
- [Payday loans the next financial disaster](https://consumeraction.org.au/payday-loans-next-financial-disaster/) - A financial disaster is looming unless there is an urgent response to expert recommendations to clean up payday loans and consumer leases. As pressure builds on mainstream finance institutions, Consumer Action Law Centre is urging decisive action on recommendations in the Small Amount Credit Contracts (SACC) review tabled in Federal Parliament today. With data showing that the predatory payday loan sector is set to keep growing the Centre says action is needed now.
- [A VET FEE-HELP Ombudsman will help victims of Australia’s VET scandal](https://consumeraction.org.au/vet-fee-help-ombudsman-will-help-victims-australias-vet-scandal/) - Australians duped by Vocational Education and Training (VET) providers and brokers into signing up to dodgy courses are a step closer to receiving justice today. The Federal Government has released a discussion paper with a view to redesigning the VET FEE-HELP system of providing Government loans to students of VET courses. The paper presents options
- [New polling shows that Australians are ready for a Retail Ombudsman](https://consumeraction.org.au/media-release/) - A new poll released today made a strong case for the establishment of a Retail Ombudsman, a free and informal way to resolve disputes between everyday Australians and businesses, including tradies and online shops. Sixty percent (60%) of Australians surveyed by IPSOS* said that they would use a Retail Ombudsman if available. This is remarkable
- [Indigenous insurance exploitation must be stopped following court decision: Consumer groups](https://consumeraction.org.au/indigenous-insurance-exploitation-must-stopped-following-court-decision-consumer-groups/) - A Federal Court decision has allowed for the continued exploitation of Indigenous Australians through dud Funeral Insurance schemes.
- [Unfair bank fees live another day. Now time for law reform: Consumer Action and CHOICE](https://consumeraction.org.au/unfair-bank-fees-live-another-day-now-time-law-reform-consumer-action-choice/) - The law must be changed to restore fairness in bank fees according Consumer Action Law Centre and CHOICE.
- [Power Transformed](https://consumeraction.org.au/power-transformed/) - The rapid development of new technology in electricity supply is disrupting the traditional means of delivery of this essential service. As in other sectors, the consumer is at the heart of these changes and consumer choice will, as never before, determine the service and mix of technology to meet each need.
- [Power Transformed](https://consumeraction.org.au/power-transformed-2/) - The rapid development of new technology in electricity supply is disrupting the traditional means of delivery of this essential service. As in other sectors, the consumer is at the heart of these changes and consumer choice will, as never before, determine the service and mix of technology to meet each need.
- [Banking tribunal may not deliver: Consumer experts](https://consumeraction.org.au/banking-tribunal-may-not-deliver-consumer-experts/) - A coalition of consumer organisations have cautioned the Turnbull Government about the establishment of a Banking Tribunal.
- [The “Australian dream” devastated by housing black market: Report](https://consumeraction.org.au/australian-dream-devastated-housing-black-market-report/) - Struggling Aussies are losing their life savings to black market housing operators spruiking dodgy property deals. A new report shows the devastation caused by risky vendor finance and rent-to-buy property deals and calls for law reform and a ban.
- [Life insurance code a modest first step, needs more work: Consumer Groups](https://consumeraction.org.au/life-insurance-code-modest-first-step-needs-work-consumer-groups/) - The life insurance industry’s new code of practice is a modest step but much more work is needed to deliver good consumer protection, say Financial Rights Legal Centre and Consumer Action Law Centre.
- [Do insurers deserve the special treatment they receive under the law? Mental Health Week 2016](https://consumeraction.org.au/insurers-deserve-special-treatment-receive-law-mental-health-week-2016/) - John* got a car loan for a modest run-about car and also bought add-on insurance. He alleges that he was told it would kick in if he became unable to work due to illness. He thought it sounded like a sensible thing to buy. John was subsequently diagnosed with mental illness and lost his job.
- [Cash Converters penalty not enough. Government must act on payday loans: Consumer Action](https://consumeraction.org.au/cash-converters-penalty-not-enough-government-must-act-payday-loans-consumer-action/) - Struggling Aussies are set to get much needed cash back in their pockets following a major enforcement action by the Australian Securities and Investments Commission (ASIC).
- [Federal Government takes on VET scandals with Ombudsman — states urged to play their part.](https://consumeraction.org.au/federal-government-takes-vet-scandals-ombudsman-states-urged-play-part/) - Following years of vocational educational scandals, students with debts under the beleaguered VET FEE-HELP scheme will soon have somewhere to turn to for help. Consumer Action Law Centre (“Consumer Action”) said students were winners today as the Federal Government amended its own VET Student Loans legislation before the parliament to introduce a requirement on VET
- [Second-hand cars: No warranty? No worries](https://consumeraction.org.au/second-hand-cars-no-warranty-no-worries/) - Victorians have been handed a huge win after the Victorian Civil and Administrative Tribunal (VCAT) confirmed that a car dealer can still be responsible for problems with a faulty car even where there is no warranty.
- [House of Representatives’ Economics Committee, Review of the Four Major Banks - Consumer Action response](https://consumeraction.org.au/house-representatives-economics-committee-review-four-major-banks-consumer-action-response/) - "Dispute resolution in the finance sector should be enhanced to improve access to justice and keep financial institutions to account."
- [Cooling off doesn’t work: New research](https://consumeraction.org.au/cooling-off-doesnt-work-new-research/) - Australians have been told for decades that “cooling off” periods will protect them from predatory salespeople, but new research shows dodgy salespeople still have the upper hand.
- [Payday lending reform will make people’s lives better](https://consumeraction.org.au/payday-lending-reform-will-make-peoples-lives-better/) - Consumer advocates say that the Government’s response to a recent review of payday lending and consumer leases laws is a good start and can go further to support Australians who are struggling to make ends meet.
- [Power price shock – fake discounts gouge Victorians](https://consumeraction.org.au/power-price-shock-fake-discounts-gouge-victorians/) - Energy price rises announced today will hit Victorians hard as the Consumer Action Law Centre warns energy companies to remember that their product is an essential service.
- [Australians need a one-stop-shop ombudsman to deal with banking & finance complaints](https://consumeraction.org.au/australians-need-one-stop-shop-ombudsman-deal-banking-finance-complaints/) - Getting problems with your bank, insurance or finance company solved fairly and quickly is too hard and Australia needs a one-stop-shop ombudsman for financial service problems, say leading consumer advocates.
- [Victorian mum sues Cash Converters alleging unjust pawn agreements and payday loans](https://consumeraction.org.au/victorian-mum-sues-cash-converters-alleging-unjust-pawn-agreements-payday-loans/) - A Victorian mother of seven has taken Cash Converters to court alleging that 76 pawn agreements and 23 payday loans were unjust and unconscionable. She alleges that repaying the payday loans and pawn agreements caused her substantial hardship. The claim also alleges that the payday loans were unsuitable and did not comply with responsible lending

## Pages

- [Legal Help](https://consumeraction.org.au/legal-help/) - We are currently experiencing a particularly high demand for our services. To ensure we can deliver the greatest possible impact for the community, we are temporarily redirecting our resources to priority areas of need. As a result, our phone service is currently closed and will reopen at 10am on Tuesday, 1 September 2026. We understand
- [Volunteer with us](https://consumeraction.org.au/volunteer-with-us/) - Volunteer with us Thank you for your interest in volunteering with us. Our volunteer positions are currently filled. We will update this page when we are recruiting new volunteers. About Consumer Action Consumer Action Law Centre is an award-winning campaign-focused organisation with a vision for a just marketplace where people have power and business play
- [Contact](https://consumeraction.org.au/contact/) - ABOUT YOUR RIGHTS Information about your rights is available here on our website. You may be able to get the help you need by contacting: Victoria Legal Aid – 1300 792 387 Victorian Civil and Administrative Tribunal (for enquiries in relation to faulty products and services) : 1300 01 8228 National Debt Helpline on 1800
- [Impact Framework](https://consumeraction.org.au/impactframework/) - Our Impact We use our skills in the law, financial counselling, policy and campaigning to make consumer markets fair. We do this by: Assisting and empowering people by advising them about their rights, connecting them with services, and supporting them to be capable self-advocates. Supporting an effective community sector by enabling community workers to help
- [Our Board](https://consumeraction.org.au/our-board/) - OUR BOARD Ciara SterlingChairCiara is a leader who believes in the power of cross-sector collaboration to make real change for people experiencing vulnerability and exclusion. She is motivated by her passion for human rights and her belief that everyone deserves an equitable system, adequate living standards, and to live free from discrimination. As Founding CEO
- [Class Action Against Pawnbroker, Taylors Business Pty Ltd](https://consumeraction.org.au/class-action-against-pawnbroker-taylors-business-pty-ltd/) - Class Action Against Pawnbroker, Taylors Business Pty Ltd Consumer Action Law Centre (Consumer Action) acts on behalf of the lead plaintiff, a Victorian woman, who has filed a class action in the Federal Court of Australia against Taylors Business Pty Ltd (ACN 107 445 723) (Taylors Business). Taylors Business operates a pawnbroking business in Delahey,
- [About](https://consumeraction.org.au/about/) - Campaign focusedCONSUMER ADVOCACY The Consumer Action Law Centre is a campaign-focused consumer advocacy organisation. Based in Melbourne, Australia, it was formed in 2006 by the merger of the Consumer Law Centre Victoria and the Consumer Credit Legal Service. Consumer Action is primarily funded by the Victorian Government, through Victoria Legal Aid and Consumer Affairs Victoria,
- [Watch your nuts](https://consumeraction.org.au/watch-your-nuts/)
- [Timeline Default With Image](https://consumeraction.org.au/timeline-default-with-image/) - Aug 2026 3rd Aug 2026 We’re HIRING: A Director of Legal Practice Director of Legal Practice Lead Australia’s pre-eminent consumer law practice Drive strategic litigation that changes the marketplace Executive leadership role with national profile... Jul 2026 31st Jul 2026 Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing
- [Timeline Default View](https://consumeraction.org.au/timeline-default-view/) - 2026 3rd Aug 2026 We’re HIRING: A Director of Legal Practice Director of Legal Practice Lead Australia’s pre-eminent consumer law practice Drive strategic litigation that changes the marketplace Executive leadership role with national profile... 31st Jul 2026 Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing it tough Consumer
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- [Stop Debt Vultures](https://consumeraction.org.au/stopdebtvultures/) - Struggling with debt? Contact the National Debt Helpline on 1800 007 007 for free, confidential advice, or find out more at: ndh.org.au IT’S TIME TO HOLD ‘DEBT VULTURES’ ACCOUNTABLE We’ve all seen the commercials: So-called ‘credit repair’ or ‘debt relief’ firms promising to take your financial woes away, ‘fix’ your credit rating and wrangle your
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- [Policy & Campaigns](https://consumeraction.org.au/policy-campaigns/) - OUR PURPOSE: To make life easier for people experiencing vulnerability and disadvantage in Australia. A just and effective marketplace requires proper regulation and fair practices by the businesses who participate. The Policy & Campaigns Team at Consumer Action leads change to policy, laws and industry practice across a range of consumer issues. More than that,
- [Our Management](https://consumeraction.org.au/our-management/) - OUR MANAGEMENT Stephanie started her career in public law at a large firm, and for over a decade since, has worked in the community legal and consumer sectors, focusing on systemic and integrated service responses to family violence, mortgage stress and vulnerability. Steph sits on a broad range of industry and government advisory committees and
- [Supporting Communities](https://consumeraction.org.au/supporting-communities/) - Resources & ToolkitsSUPPORTING COMMUNITIES We have dedicated resources for community workers who support specific communities. If there is a particular consumer or credit issue you are seeing within a community that you work with, please get in touch with us so we can support you. BUSHFIRE AFFECTEDKOORI COMMUNITIESVIEW RESOURCESVIEW RESOURCE YOUNG PEOPLEELDERLY PEOPLEVIEW RESOURCEVIEW RESOURCE
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- [Policy and Campaigns Priorities 2019-21](https://consumeraction.org.au/our-campaign-priorities-2019-21/) - Policy & Campaign Priorities 2019-21 We will be focusing on the following priority areas during 2019-21, while remaining responsive to emerging consumer issues as they arise. Click here to see our Policy and Campaigns Priorities 2019-2020 Booklet Consumer goods and services Lemon cars Consumer Action will continue to advocate for strong laws, regulation and enforcement
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- [Stop the Debt Trap!](https://consumeraction.org.au/policy-campaigns/stop-the-debt-trap/) - To the Australian Government: Every day our organisations deal with Australians who have been trapped in crippling debt due to high-cost fast loans and harmful consumer leases. It has been over 1000 days since the Government accepted the recommendations of its own review into these harmful products. Now is the time for the Government to pass the findings of
- [Our funding](https://consumeraction.org.au/impactframework/our-funding/) - Consumer Action seeks to be transparent about our donors and funding sources. Each year, we will list our funding sources on our web page. Individual donors will only be separately disclosed with their agreement. Disclosure extends to sitting fees and other consultancy income above a threshold of $500, but does not include reimbursements (e.g. recovery of costs,
- [Reports](https://consumeraction.org.au/reports/) - REPORT Manufactured Consent: Stopping the harm from manipulative lead generation Lead generation – the process of identifying people as potential sales targets and harvesting their contact details for future sales pitches – has become a significant source of consumer harm. Lead ge... June 30, 2026 Our impact in 2024-25: Fighting injustice and working for a
- [Request hardship](https://consumeraction.org.au/request-hardship/) - Making a request for financial hardship What rights do I have against the credit card company, if I find myself in financial hardship? The law states (Section 72 of the National Credit Code) that a credit card company / debt collection company must respond to your request to change your repayments, if you send them a
- [Lemon Cars](https://consumeraction.org.au/lemon-cars/) - LEMON CARS Consumer Action will campaign for better protections for people who purchase faulty or ‘lemon’ cars. Motor vehicles are protected by consumer guarantees, but too often Victorians cannot enforce their consumer rights when sold a lemon car because seeking justice through the Victorian Civil and Administrative Tribunal (VCAT) is costly, time consuming, and inaccessible.
- [Credit Card Debt Help](https://consumeraction.org.au/credit-card-debt-help/) - WelcomeStep 1 - Get documentsStep 2 - Check documentsStep 3 - Take ActionWelcome Welcome to Credit Card Debt Help Do you have a credit card debt? The tools on this page were designed by the lawyers at the Consumer Action Law Centre to help you deal with your credit card debt. The goal is: to
- [Issues with Debt Collectors](https://consumeraction.org.au/issues-with-debt-collectors/) - Issues with Debt Collectors Who are debt collectors? The term “debt collector” means anyone attempting to collect a debt from you. A “debt collector” could be any of the following: The credit card company A debt collection company that has been hired by the credit card company to engage in debt collection on their behalf
- [Request a compassionate waiver](https://consumeraction.org.au/request-a-compassionate-waiver/) - Request a compassionate waiver What is a compassionate waiver? This is where a company agrees that you don’t have to pay them back, because they understand that you have experienced difficult circumstances. Why might a credit card company offer you a compassionate waiver? A credit card company might agree to a compassionate waiver for a
- [Request a waiver because you are judgment proof](https://consumeraction.org.au/request-a-waiver-because-you-are-judgment-proof/) - Request a waiver because you are judgment proof What does it mean to be judgment proof? If a Court makes an order that you must pay money, then there are several ways that the credit card company / debt collector can enforce the order to make you pay. For example: A summons for oral examination
- [Sending a “stop contact” letter](https://consumeraction.org.au/sending-a-stop-contact-letter/) - Sending a “stop contact” letter What rights do I have to stop a Debt Collector from contacting me? The law in Victoria[1] states that a debt collector must stop contacting you if you write to the debt collector and advise them that no further contact should be made about a debt. We call this written
- [Making a lump sum offer to finalise your debt](https://consumeraction.org.au/making-a-lump-sum-offer-to-finalise-your-debt/) - Making a lump sum offer to finalise your debt If you can get the credit card company / debt collection company to agree, they can change the terms of the credit card contract. This means that they can waive your credit card debt or, more commonly, accept one final lump sum payment and waive the
- [Making an irresponsible lending complaint](https://consumeraction.org.au/making-an-irresponsible-lending-complaint/) - Making an irresponsible lending complaint What are the responsible lending laws? The law[1] states that a credit card company must not approve your credit card or approve a credit limit increase, if it would cause you substantial hardship to comply with the repayments. It is presumed that you would not be able to comply with the repayments
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- [If you have received a magistrates court complaint](https://consumeraction.org.au/if-you-have-received-a-magistrates-court-complaint/) - If you have received the document below It means legal proceedings have been commenced against you (you have been sued) Important: in most cases you have 21 days from the date you received this document to respond to it, otherwise a Court Order will be made against you. What are my options now? Option 1
- [If you have received a magistrates court order](https://consumeraction.org.au/if-you-have-received-a-magistrates-court-order/) - If you have received the document below it means that a Court Order has been made against you If this has happened, it means: The Court has decided that you owe the amount stated in the order; The amount you owe in the Court Order will accrue interest at the penalty interest rate (approximately 10%
- [Client File Upload](https://consumeraction.org.au/client-file-upload/)
- [Policy and Campaigns Priorities 2022-23](https://consumeraction.org.au/our-campaign-priorities-2022-23/) - About Us Consumer Action is an independent, not-for profit consumer organisation with deep expertise in consumer and consumer credit laws, policy and direct knowledge of people’s experience of modern markets. We work for a just marketplace, where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in
- [External whistleblowers](https://consumeraction.org.au/external-whistleblowers/) - Why do we have a policy on external whistleblowing? From time-to-time people wish to disclose information to us that they have obtained in the course of employment or in business. This information commonly relates to allegations of misconduct or unethical conduct in business that affects consumers, and may be provided with the intention that Consumer
- [How to write a letter to the editor](https://consumeraction.org.au/how-to-write-a-letter-to-the-editor/) - The humble letter to the editor can have a big impact. MPs and their staffers often trawl through this section of the local paper to find out the issues that people are talking about in their community. Tips for writing your letter Keep on topic. Choose the idea you want to convey and stick to
- [Save Safe Lending](https://consumeraction.org.au/safe-lending/) - The Federal Government is threatening to take an axe to our responsible lending laws. These laws currently prevent lenders from selling unaffordable loans and saddling people with debt they will never be able to pay off. The Australian economy is in recession for the first time in nearly three decades. The absolute last thing we need is for banks and lenders
- [Common Issues](https://consumeraction.org.au/common-issues/) - Resources & toolkitsCOMMON ISSUES If you are a person who helps other people, you need to know about all the ways the law can help people when they are experiencing vulnerability and disadvantage. Helping people in financial difficulty Get started with this overview of all the money-related troubles people often face and the information you
- [Checkout](https://consumeraction.org.au/checkout/) - [woocommerce_checkout]
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- [Timeline Box View](https://consumeraction.org.au/timeline-box-view/) - Aug 2026 We’re HIRING: A Director of Legal Practice Director of Legal Practice Lead Australia’s pre-eminent consumer law practice Drive strategic litigation that changes the marketplace Executive leadership role with national profile... August 3, 2026 Jul 2026 Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing it tough Consumer
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- [Jobs](https://consumeraction.org.au/jobs/) - WORK WITH US Consumer Action Law Centre employs a range of Solicitors, Policy specialists, Campaigners, Financial Counsellors and various support staff. We offer a flexible and supportive working environment with a great team of people sharing a commitment to making a difference for people experiencing vulnerability or disadvantage. If you’re interested in joining us, you’ll
- [Media](https://consumeraction.org.au/media/) - Consumer Action Law Centre (Consumer Action) changes the lives of Victorians and Australians through our financial counselling, consumer legal advice and expert policy work. We work with print, digital and broadcast media across Australia to share the stories of the brave Australians willing to stand up against predatory businesses and business practices. What we can
- [I need help](https://consumeraction.org.au/i-need-help/) - NATIONAL DEBT HELPLINEAre you struggling with debt? Talk to one of our financial counsellors over the phone on the National Debt Helpline 1800 007 007 Get Debt Help LEGAL HELPHelp with consumer problems: Products, services, contracts and more. Get Legal Help KOORI HELPWe have a dedicated legal helpine for Aboriginal and Torres-Strait Islander people
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- [Royal Commission 2018](https://consumeraction.org.au/royal-commission-2018/)
- [Media Releases](https://consumeraction.org.au/media-releases/) - Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing it tough Consumer advocates say the Australian Competition and Consumer Commission’s (ACCC) landmark determination requiring banks to proactively move eligible customers into low or no-fee accounts unless they... July 31, 2026 ACCC releases blistering report on harms but falls short
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- [Resources and Toolkits](https://consumeraction.org.au/resources-and-toolkits/) - How Can We Help? Search Consumer Worker Guides Bills & Money Problems CDE02-My house is being repossessed, what can I do? CDE03-I can’t pay my power or gas bill CDE10-Energy Reforms Factsheet Cars CCO02-Can I get out of a contract to buy a car from a car dealer? Your Cooling-off rights CIN01-DemandARefund.com – Consumer Credit
- [Footer boxes](https://consumeraction.org.au/footer-boxes/) - FREE DEBT ADVICEClick here
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- [Hindi](https://consumeraction.org.au/hindi-2/) - हिंदी अगर आप विक्टोरिया निवासी हैं और आप उपभोक्ता कानून के बारे में जानना चाहते हैं या निशुल्क कानूनी (केवल उपभोक्ता कानून) सलाह प्राप्त करना चाहते हैं, निसंकोच कंस्यूमर एक्शन लॉ सेंटर के नंबर पर फ़ोन करें 1800 466 477 । यदि आपको बिजली, पानी अथवा अन्य बिलों का भुक्तान करने में आपत्ति आ रही
- [Macedonian](https://consumeraction.org.au/macedonian/) - Македонски Ако живеете во Викторија и имате потрошувачки прашања или ви треба правна помош околу потрошувачко прашање, јавете се на Consumer Action Law Centre на (03) 9629 6300 или 1800 466 477. Ако ви е тешко да ги платите вашите сметки или ви треба помош со долг или со кредит проблеми можете да се јавите
- [Submissions](https://consumeraction.org.au/submissions/) - Consumer groups put forward 10-point plan to improve general insurance claims handling A coalition of consumer organisations have issued an ultimatum for general insurers to implement a 10-point plan to address significant flaws in its redrafted General Insurance Code of Practice. Th... July 28, 2026 Consultation on redrafted General Insurance Code of Practice We are
- [Eligibility for Assistance](https://consumeraction.org.au/eligibility-for-assistance/) - Eligibility for AssistanceThreshold test We will provide information and/ or a referral (as appropriate) to any person or worker who contacts our legal advice services. However, we can only provide advice, ongoing assistance or representation on where: the person with the enquiry lives in Victoria; and the enquiry relates to a consumer law, or consumer
- [Service Charter for the Worker Advice Line](https://consumeraction.org.au/service-charter-for-the-worker-advice-line/) - The purpose of Consumer Action Law Centre’s worker advice line is to: provide legal information and advice to caseworkers, including financial counsellors, community lawyers and other not-for-profit workers in relation to their clients’ consumer, credit and debt issues;build the capacity and knowledge of community workers to provide assistance to their clients in relation to consumer,
- [My client needs help](https://consumeraction.org.au/my-client-needs-help/) - MY CLIENT NEEDS HELP Financial counsellors, community legal centres and other community professionals are often the first line of defence against predatory and exploitative businesses for people experiencing disadvantage and vulnerability. We want to support you in the important work you do. We have developed an extensive range of resources that can be used to
- [Blog (4 column)](https://consumeraction.org.au/blog-4-column/) - We’re HIRING: A Director of Legal Practice Director of Legal Practice Lead Australia’s pre-eminent consumer law practice Drive strategic litigation that changes the marketplace Executive leadership role with national profile... August 3, 2026 Bank fees: ACCC’s low or no-fee account ruling a boost for thousands of Aussies doing it tough Consumer advocates say the Australian
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- [Check if your debt has expired](https://consumeraction.org.au/check-if-your-debt-has-expired/) - Check if your debt has expired (“become statute barred”) What does it mean to say that a debt is ‘statute barred’? The law[1] states that the credit card provider (or any company that has bought the credit card debt) only has 6 years to bring court proceedings against you for the debt. The 6-year period starts
- [Check Your Documents](https://consumeraction.org.au/check-your-documents/) - CHECK YOUR DOCUMENTS And select the situation applicable to you Section 1Section 2Section 1 I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. Section 2 Tab 1Tab 2Tab 1 I am text block. Click edit
- [Accessibility](https://consumeraction.org.au/accessibility/) - Accessibility Statement Consumer Action is committed to making its services accessible to all Victorian consumers. Most PDF documents featured on our website are available in alternate formats on request. If you have trouble navigating this site please call Consumer Action on (03) 9670 5088. We will make every effort to help you access our services.
- [Check Your Documents](https://consumeraction.org.au/request-financial-hardship-do-you-have-court-documents/) - CHECK YOUR DOCUMENTS And select the situation applicable to you I have a Court Order I don’t have a Court Order, but I do have a Court Complaint I don’t have either of these documents Learn what a Court Order means and what options are available to you. Learn more Learn what a Court Complaint
- [Carer Pathway Confirmation](https://consumeraction.org.au/carer-pathway-confirmation/) - Phone number 1800 149 689 Website www.ndh.org.au A referral has been made for you to National Debt Helpline at Consumer Action Law Centre (NDH), a dedicated financial counselling helpline for carers. They operate between 9.30am-4.30pm Monday-Friday and will contact you within 2 business days to get some details of your situation. During this call (of
- [Carer Pathway](https://consumeraction.org.au/carer-pathway/) - Step 1 of 4 25% PhoneThis field is for validation purposes and should be left unchanged.Please complete this form to access financial counselling services for yourself or a clientAre you referring yourself or a client?(Required) Myself Client Referrer DetailsReferrer Name(Required) First Last Referrer Phone(Required)Referrer Email(Required) Referrer Organisation(Required)Informed ConsentReferral Consent(Required) I have received informed consent from
- [Bushfire Affected Communities](https://consumeraction.org.au/bushfire-affected-communities/) - ‘Cost-of-living’ at the centre of Election 2025: Our consumer-centric priorities revealed Consumer Action Law Centre has revealed a list of its top consumer-centric priorities to make life fairer and better for all Australians, ahead of the upcoming federal Election. “This Federal Elec... March 24, 2025 Independent Review: Initial Consultation Paper, April 2024 Financial Rights
- [Arabic](https://consumeraction.org.au/arabic-2-2/) - العربية
- [Cantonese](https://consumeraction.org.au/cantonese-2/)
- [Advice Disclaimer](https://consumeraction.org.au/advice-disclaimer/) - Consumer Action Legal Help is designed to help Victorians understand and assert their consumer rights. Each page is based on the law of the state of Victoria, Australia. The date each one was last updated is listed alongside the title. Disclaimer: Consumer Action’s Legal Help contains general information only and is not a substitute for

## Team

- [Jean Skeat](https://consumeraction.org.au/team/jean-skeat/) - Tania joined Consumer Action in 2022 after decades of experience advocating and driving social change and an extensive track record in delivering impact relating to industrial relations and employment law, human rights and discrimination law, family law and family violence legal and justice systems. Tania’s background is in legal, advocacy and dispute resolution. She has worked in a diverse range of organisations including NGOs, federal and state governments, trade unions and universities throughout Australia and the UK. Tania is a sensitive listener to her team and those around her. She has a strong history of using ‘positive disruption’ to successfully resolve complex, politically sensitive disputes and problems that exhibit volatility, uncertainty, complexity, and ambiguity.
- [Ciara Sterling](https://consumeraction.org.au/team/ciara-sterling/) - Ciara is a leader who believes in the power of cross-sector collaboration to make real change for people experiencing vulnerability and exclusion. She is motivated by her passion for human rights and her belief that everyone deserves an equitable system, adequate living standards, and to live free from discrimination. As Founding CEO for the Thriving Communities Partnership, she convenes over 200 organisations, together with people with lived experience, to forge deeper understanding of vulnerability and drive ecosystem change through social design innovation. She has over 20 years’ experience collaborating across corporate, government and community sectors to address the root causes of hardship and inequality. Ciara spent over 10 years in leadership roles at Yarra Valley Water, including as Head of Community Inclusion and she was recognised as the Australian Water Professional of the Year in 2018. She pioneered approaches to supporting customers experiencing vulnerability, hardship and family violence, and led the water industry’s response to the Victorian Royal Commission into Family Violence.
- [David Berry](https://consumeraction.org.au/team/david-berry/) - BBus (Banking and Finance) David is the former General Manager, Broker Operations at NAB, and has extensive experience in the areas of credit and debt. He is currently CEO of Way Forward Debt Solutions Ltd, a not for profit established by the four major banks, ABA and Financial Counselling Australia with a focus on assisting people in hardship with debts across multiple organisations.
- [Tehanee Bardolia](https://consumeraction.org.au/team/tehanee-bardolia/) - BA/JD. Tehanee is currently Legal Counsel at SEEK Limited and a volunteer lawyer at Refugee Legal. She has diverse legal experience across the corporate, not-for-profit and academic sectors, having also worked as Legal Counsel at RMIT University, a solicitor at Herbert Smith Freehills and a lawyer at Justice Connect. Tehanee is committed to addressing the structural inequalities affecting Australian consumers.
- [Sarah Leslie](https://consumeraction.org.au/team/sarah-leslie/) - Sarah is a Director of Policy & Reform in the Victorian Department of Transport. Sarah is an economist and has worked with the Federal Government in the Departments of Treasury and Prime Minister & Cabinet. Sarah has also worked as a senior ministerial adviser in the Victorian Government, serving former Minister for Energy & Resources and Treasurer Michael O’Brien (now Opposition Leader). Sarah is currently completing a Masters of Global Competition & Consumer Law at the University of Melbourne.
- [Philip Cullum](https://consumeraction.org.au/team/philip-cullum/) - Philip is principal of Consumer-wise Consulting, working on strategy, policy, engagement and governance. He is a member of the Boards of the Financial Basics Foundation (which he chairs), Clean Energy Council, and Consumers’ Federation of Australia. He is also a member of the Customer Owned Banking Code Compliance Committee and the expert panel at the financial ombudsman AFCA, and he chairs the independent Customer Advisory Panel for three Victorian energy networks. He previously worked at the Australian Energy Regulator, the Australian Competition and Consumer Commission, the UK energy regulator Ofgem and three UK consumer organisations.
- [David Tennant](https://consumeraction.org.au/team/david-tennant/) - LLB David is CEO of Shepparton-based FamilyCare and has held a variety of roles in the community sector. From 1995 to 2008 he was employed by Care Inc Financial Counselling Service in the ACT, initially as a consumer lawyer, then as the agency’s Director from mid-2000. From April 2003 to November 2008 David was the Consumer Member of the Australian Code of Banking Practice Compliance Monitoring Committee. Prior to appointment with FamilyCare David was Civil Practice Manager with Legal Aid ACT. He has also spent periods as a Visiting Fellow at the Australian National University and a Senior Manager with the Australian Securities and Investments Commission. David has held a number of representative roles, including terms as Chair of both the Consumers Federation of Australia and the Australian Financial Counselling and Credit Reform Association (now Financial Counselling Australia). Along with his current position at FamilyCare, David is a Trustee of the Jan Pentland Foundation, a member of the Law Help Assessment Panel for the Office of the Registrar of Indigenous Corporations and participates in a number of local and regional networks and committees.
- [Nila Martin](https://consumeraction.org.au/team/nila-martin/) - Nila Martin joined Consumer Action Law Centre in April 2011 as Finance Manager and looks after all finance, accounting, and payroll functions for the organisation. Nila (CGMA, ACMA) is a qualified Chartered Management Accountant. She is an associate member of Chartered Institute of Management Accountants (UK) Nila has over 25 years’ experience in finance and accounting and has worked overseas as well.
- [Su Robertson](https://consumeraction.org.au/team/su-robertson/) - Su Joined CALC in 2020, when she was appointed to the role of Training Services Lead. She brings extensive experience as a community legal centre lawyer, university law lecturer and community radio broadcaster. She has undertaken post-graduate research in legal education and gender. Su has researched, published and presented on a variety of issues associated with law and disadvantage, clinical legal education, feminism and the legal system. These are her passions.
- [Katia Sanderson](https://consumeraction.org.au/team/katia-sanderson/) - Katia joined Consumer Action as a Litigation Solicitor in 2011. For three years, she worked in the role of Manager Legal Advice Services and worked a further three years in the role of Manager Impact Monitoring & Evaluation, conducting major service evaluations, supporting impact-led service design and delivery, and helping engender a culture of honest inquiry and learning. Trained as a lawyer and social worker, Katia has a passion for advancing fairness and inclusion and is honoured to lead our Financial Counselling Practice.
- [Stephen Nowicki](https://consumeraction.org.au/team/stephen-nowicki/) - Stephen joined Consumer Action in 2021. He has extensive experience as a senior leader across a range of sectors and organisations including the Office of the Victorian Aboriginal Heritage Council, the Department of Education and Training, and the Commonwealth and Victorian Ombudsman. Stephen played an integral role in several investigations and strategic reports advocating and obtaining change in these sectors. As a lawyer Stephen has worked in private practice and the community sector in Perth, Chicago, Vanuatu and Melbourne. Alongside his career Stephen has maintained a strong commitment to volunteer and community work.
- [Samantha Watson](https://consumeraction.org.au/team/samantha-watson/) - Sam joined Consumer Action as the Chief Operating Officer in June 2024. Prior to joining, Sam worked at Victoria Legal Aid, first implementing reform commitments resulting from VLA's review of family law legal aid services in 2015 and, more recently, she was responsible for the funding administration to Victorian Community Legal Centres (CLC), ensuring quality, accountability, and compliance with contractual and legislative requirements. In this role, Sam was responsible for supporting the CLC sector, including through project management, advocating for funding and supporting evidence-based collaborative planning. Before joining VLA, Sam was the Operations Manager at Women’s Legal Service Victoria.
- [Stephanie Tonkin](https://consumeraction.org.au/team/stephanie-tonkin/) - Stephanie started her career in public law at a large firm, and for over a decade since, has worked in the community legal and consumer sectors, focusing on systemic and integrated service responses to family violence, mortgage stress and vulnerability. Steph sits on a broad range of industry and government advisory committees and boards.

## Testimonials

- [Tyrion Lannister](https://consumeraction.org.au/testimonial/tyrion-lannister/) - At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate, similique sunt in culpa qui officia deserunt mollitia.
- [Jenny Anderson](https://consumeraction.org.au/testimonial/jenny-anderson/) - At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate, similique sunt in culpa qui officia deserunt mollitia.
- [John DOE](https://consumeraction.org.au/testimonial/john-doe/) - At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate, similique sunt in culpa qui officia deserunt mollitia.
- [Arya Stark](https://consumeraction.org.au/testimonial/arya-stark/) - At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate, similique sunt in culpa qui officia deserunt mollitia.
- [John Snow](https://consumeraction.org.au/testimonial/john-snow/) - At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate, similique sunt in culpa qui officia deserunt mollitia.

## Resources

- [WCR07-Cigno Loans Action Pack](https://consumeraction.org.au/resources-and-toolkits/wcr07-cigno-loans-action-pack/) - This resource summarises the types of Cigno loan lending models out there and ways to help your client if they have signed up to an unsuitable product they don’t want or need.
- [CCR04-Why taking a Cigno loan is a very bad idea](https://consumeraction.org.au/resources-and-toolkits/ccr04-why-taking-a-cigno-loan-is-a-very-bad-idea/) - A Cigno loan looks like easy cash, but it is actually very expensive. Cigno does not hold a licence to lend money, and it has been fined and banned multiple times for making unsuitable loans.
- [WIN01-Extreme weather issue spotting: Insurance](https://consumeraction.org.au/resources-and-toolkits/win01-extreme-weather-issue-spotting-insurance/) - Insurance claims and related issues can be complex and challenging to navigate. There are legal protections and processes that may assist your client. Consumer Action can provide expert advice to workers to help resolve insurance disputes.
- [WDE11-How the Stage 1 Energy Reforms will affect your Victorian Electricity and Gas bills](https://consumeraction.org.au/resources-and-toolkits/wde11-how-the-stage-1-energy-reforms-will-affect-your-victorian-electricity-and-gas-bills/) - Under the Energy Retail Code of Practice (ERCoP) in Victoria, the Payment Difficulty Framework (PDF) provides important protections for Victorian consumers. Electricity and gas retailers must help by providing: personalised assistance, including flexible payment options (like smaller payments or payment pauses) and agreeing to a payment plan you say you can afford if you’re behind
- [CDE10-Energy Reforms Factsheet](https://consumeraction.org.au/resources-and-toolkits/cde10-energy-reforms-factsheet/) - How the Stage 1 Energy Reforms will affect your Victorian Electricity and Gas bills What are the current energy protections for Victorians? Under the Energy Retail Code of Practice (ERCoP) in Victoria, if you’re struggling to pay your energy bills, the Payment Difficulty Framework (PDF) gives you important protections. Electricity and gas retailers must help
- [Genwest Flood Insurance Guide in ENGLISH and VIETNAMESE](https://consumeraction.org.au/resources-and-toolkits/genwest-flood-insurance-guide/) - The Flood Insurance Guide: A Maribyrnong Community Initiative was designed to help communities navigate the complexities of flood insurance. Consumer Action Law Centre helped develop this guide in partnership with insurance, financial, and recovery experts and the Maribyrnong community. It serves as a valuable resource for those impacted by flooding and understanding their rights. The
- [Genwest Flood Insurance Guide in ENGLISH and VIETNAMESE for Workers](https://consumeraction.org.au/resources-and-toolkits/genwest-flood-insurance-guide-in-english-and-vietnamese-for-workers/) - The Flood Insurance Guide: A Maribyrnong Community Initiative was designed to help communities navigate the complexities of flood insurance. Consumer Action Law Centre helped develop this guide in partnership with insurance, financial, and recovery experts and the Maribyrnong community. It serves as a valuable resource for those impacted by flooding and understanding their rights. The
- [CIN02-Free insurance advice](https://consumeraction.org.au/resources-and-toolkits/cin02-free-insurance-advice/) - Consumer Action provides free legal advice to Victorians about consumer insurance problems by email and over the phone: https://consumeraction.org.au/legal-help/ The Insurance Law Service is a national service, provided by Financial Rights Legal Centre, which has factsheets dealing with a number of insurance issues and a sample letter generator which you can use to write to
- [CCO04-I’ve bought something faulty, unsafe, damaged or doesn’t match the advertising](https://consumeraction.org.au/resources-and-toolkits/cco04-ive-bought-something-faulty-unsafe-damaged-or-doesnt-match-the-advertising/) - Key message: When you buy goods or services, those goods or services must meet certain standards called ‘guarantees’ under the Australian Consumer Law. Use this template letter if you purchased defective goods or services and you want a refund or replacement from the trader. This fact sheet should be read in conjunction with our factsheet
- [CCO01-Letter about defective goods and services](https://consumeraction.org.au/resources-and-toolkits/cco01-letter-about-defective-goods-and-services/) - Download our sample letter: Defective goods & services button
- [CCR01-Letter requesting loan documents](https://consumeraction.org.au/resources-and-toolkits/ccr01-letter-requesting-loan-documents/) - Letter requesting loan documents
- [CDE07- Debt Collectors: Know Your Rights](https://consumeraction.org.au/resources-and-toolkits/cde07-debt-collectors-know-your-rights/) - This toolkit will help you understand your rights and legal options if you are contacted by a debt collector. It explains what a debt collector is not allowed to do, how you can stop a debt collector that is not complying with the law, how and where to complain about a debt collector, when you might claim compensation from a debt collector for breaking the law
- [WCR04-Unsuitable and unjust loan by ClearLoans complaint by borrower](https://consumeraction.org.au/resources-and-toolkits/wcr04-unsuitable-and-unjust-loan-by-clearloans-complaint-by-borrower/) - We have prepared a toolkit for lawyers and financial counsellors who are helping someone with a loan or guarantee from ClearLoans.
- [WCR05-Unsuitable and unjust loan by ClearLoans complaint by guarantor](https://consumeraction.org.au/resources-and-toolkits/wcr05-unsuitable-and-unjust-loan-by-clearloans-complaint-by-guarantor/) - We have prepared a toolkit for lawyers and financial counsellors who are helping someone with a loan or guarantee from ClearLoans.
- [WCR10-Vendor Terms Rent to Buy Resource for Workers](https://consumeraction.org.au/resources-and-toolkits/wcr10-vendor-terms-rent-to-buy-resource-for-workers/) - On 1 March 2020, changes to the law were made regarding vendor terms contracts and rent-to-buy arrangements for homes. This factsheet provides information regarding these changes.
- [WDE08-Family Violence Issue Spotting](https://consumeraction.org.au/resources-and-toolkits/wde08-family-violence-issue-spotting/) - A guide to helping people who have experienced family violence.
- [CCO03-Taking your case VCAT](https://consumeraction.org.au/resources-and-toolkits/cco03-taking-your-case-vcat/) - If you have a dispute with a business, you can make a complaint to VCAT. Small Claims in VCAT are designed for consumers to represent themselves.
- [WCO01-Issue spotting NDIS debt and consumer law](https://consumeraction.org.au/resources-and-toolkits/wco01-issue-spotting-ndis-debt-and-consumer-law/) - A quick guide to consumer and debt issues for financial counsellors and disability support workers.
- [WCR08-National Consumer Credit Protection Act 2009 (NCCPA) Quick Reference Tool](https://consumeraction.org.au/resources-and-toolkits/wcr08-national-consumer-credit-protection-act-2009-nccpa-quick-reference-tool/) - A step by step guide for Financial Counsellors and Community Workers about how you can use the NCCPA for Consumer Credit problems.
- [EXT001-Report misconduct to ASIC](https://consumeraction.org.au/resources-and-toolkits/ext001-report-misconduct-to-asic/) - When reports of misconduct fall within our areas of responsibility, we take into consideration a number of factors in deciding if we will take further action. To better understand how we do this, read Information Sheet 151 ASIC’s approach to enforcement https://asic.gov.au/about-asic/contact-us/how-to-complain/report-misconduct-to-asic/
- [WDE03-People with a disability](https://consumeraction.org.au/resources-and-toolkits/wde03-people-with-a-disability/) - RESOURCE [mpc_divider lines_color=”#81d337″] Issue spotting NDIS debt and consumer law fact sheet View Fact Sheet
- [WDE02-People who are experiencing or at risk of homelessness](https://consumeraction.org.au/resources-and-toolkits/wde02-people-who-are-experiencing-or-at-risk-of-homelessness/) - DOWNLOAD RESOURCE
- [WDE10-Who can help with money problems?](https://consumeraction.org.au/resources-and-toolkits/wde10-who-can-help-with-money-problems/)
- [WCR12-Letter requesting documents about a credit contract](https://consumeraction.org.au/resources-and-toolkits/wcr12-letter-requesting-documents-about-a-credit-contract/) - Letter requesting documents about a credit contract
- [WCR11-Letter regarding unjust or unsuitable small amount credit contract](https://consumeraction.org.au/resources-and-toolkits/wcr11-letter-regarding-unjust-or-unsuitable-small-amount-credit-contract/) - Letter regarding unjust or unsuitable small amount credit contract
- [WCR09-Letter requesting documents about a consumer lease](https://consumeraction.org.au/resources-and-toolkits/wcr09-letter-requesting-documents-about-a-consumer-lease/) - Letter requesting documents about a consumer lease
- [WDE07-Letter requesting documents from debt collector](https://consumeraction.org.au/resources-and-toolkits/wde07-letter-requesting-documents-from-debt-collector/) - Letter requesting documents from debt collector
- [WDE06-Letter requesting waiver](https://consumeraction.org.au/resources-and-toolkits/wde06-letter-requesting-waiver/) - Letter requesting waiver
- [WDE05-Letter of offer to settle](https://consumeraction.org.au/resources-and-toolkits/wde05-letter-of-offer-to-settle/) - Letter of offer to settle
- [WDE04-Letter to stop contact](https://consumeraction.org.au/resources-and-toolkits/wde04-letter-to-stop-contact/) - Letter to stop contact
- [WCR06-Taking action against a credit repair company](https://consumeraction.org.au/resources-and-toolkits/wcr06-taking-action-against-a-credit-repair-company/) - There are easy options for seeking a refund or compensation from a credit repair company. Credit repair companies may promise to ‘fix’, ‘repair’ or ‘wash away’ defaults and other listings on credit reports, or ‘improve’ your credit score. However, many people have experienced problems with credit repair companies. If you are one of these people, and
- [WDE01-Fact Sheet: New rules to help keep the lights on in Victorian households](https://consumeraction.org.au/resources-and-toolkits/wde01-fact-sheet-new-rules-to-help-keep-the-lights-on-in-victorian-households/) - Information for Community Workers From 1 January 2019, new rules will help Victorians who have difficulty meeting the cost of their electricity and gas bills. The new Payment Difficulty Framework gives clear, consistent rights for consumers to help them manage the payment of their energy bills and sets out new rules that energy companies must
- [WCR03-Cash Converters Toolkit](https://consumeraction.org.au/resources-and-toolkits/wcr03-cash-converters-toolkit/) - A step by step guide for Financial Counsellors and Community Lawyers about how you can support your client in a dispute with Cash Converters regarding a Small Amount Credit Contract (payday loan). Cash Converters Toolkit Part 1 Cash Converters Toolkit Part 2
- [WCR02-Payday Loans](https://consumeraction.org.au/resources-and-toolkits/wcr02-payday-loans/) - Helping your clients with payday loans Many of the people you help might have difficulty obtaining a much-needed loan and may resort to payday loans. There are many hidden costs in a payday loan that they might not be aware of. In this toolkit, you’ll find out: The various costs involved for someone when they
- [WCR01-People affected by family violence](https://consumeraction.org.au/resources-and-toolkits/wcr01-people-affected-by-family-violence/) - Helping your clients on their road to financial recovery As your clients starts rebuilding a life for themselves, there are a range of financial issues which they might be faced with. There are certain protections in the consumer and credit law system which your client may be able to rely on. In this toolkit, you’ll
- [CDE02-My house is being repossessed, what can I do?](https://consumeraction.org.au/resources-and-toolkits/cde02-my-house-is-being-repossessed-what-can-i-do/) - Use this Fact Sheet if: You are being pursued for payment of a debt; and You are threatened with court action to take possession of your home or other house or land. What is a Mortgage? A mortgage is an agreement between someone who borrows money and someone who lends money. Under a mortgage agreement, a
- [CCR03-How can I clear my credit report?](https://consumeraction.org.au/resources-and-toolkits/ccr03-how-can-i-clear-my-credit-report/) - Key message You have a right to have inaccurate information on your credit report corrected free of charge Significant changes to the information that can be contained on your credit report occurred on 12 March 2014. For more information see http://creditsmart.org.au/what-has-changed Can I have mistakes corrected in my credit report? Yes. The Privacy Act 1988
- [CCR02-How do I get a free copy of my credit report?](https://consumeraction.org.au/resources-and-toolkits/ccr02-how-do-i-get-a-free-copy-of-my-credit-report/) - You are entitled to a free copy of your credit report. Where is my credit report? Credit reports are created and held by private companies called credit-reporting bodies. There are three consumer credit-reporting bodies in Victoria: Equifax Illion, and Experian The Privacy Act 1988 (Cth) and the Credit Reporting Privacy Code regulate what type of information can be kept
- [CDE09-Debt collection – your right to stop contact](https://consumeraction.org.au/resources-and-toolkits/cde09-debt-collection-your-right-to-stop-contact/) - Key Message: A creditor or debt collector must not contact you about a debt if you tell them in writing not to contact you about the debt. However, the debt collector can make a genuine threat of legal action and issue legal proceedings against you. Can a debt collector continue to contact me if I
- [CDE06-What if I have been sued for a debt?](https://consumeraction.org.au/resources-and-toolkits/cde06-what-if-i-have-been-sued-for-a-debt/) - Key message Act quickly to get advice if you have been sued for a debt in the Magistrate’s Court of Victoria. The Magistrates Court Process If the amount owed is $100,000 or less, a creditor (known as the plaintiff) will serve a document called a Magistrates Court Complaint on you. The court generally requires that
- [CDE05-Do I have to pay an old debt?](https://consumeraction.org.au/resources-and-toolkits/cde05-do-i-have-to-pay-an-old-debt/) - Key Messages: There are time limits for taking legal action. This means that your debts may become too old for a creditor to successfully take legal action against you. Get advice before making payment or acknowledging an old debt – in some circumstances these actions may start the limitation period all over again and your
- [CDE04-What can I do if a debt collector calls?](https://consumeraction.org.au/resources-and-toolkits/cde04-what-can-i-do-if-a-debt-collector-calls/) - Use this fact sheet if: a creditor or debt collector has contacted you demanding that you pay a consumer debt; and legal proceedings have not been issued. If your problem relates to Centrelink debt collection, click here for information from the National Welfare Rights Network. What can I do when a debt collector contacts me?
- [CCO02-Can I get out of a contract to buy a car from a car dealer? Your Cooling-off rights](https://consumeraction.org.au/resources-and-toolkits/cco02-can-i-get-out-of-a-contract-to-buy-a-car-from-a-car-dealer-your-cooling-off-rights/) - Key Messages: you can cancel a contract with a motor car trader in certain circumstances; act quickly and get advice about what your rights are. This factsheet provides you information about the right to cancel a contract with a motor car trader using the cooling-off period in the Motor Car Traders Act 1986 (Vic). The
- [CIN01-DemandARefund.com – Consumer Credit Insurance, Gap Insurance and Used Car Extended Warranties](https://consumeraction.org.au/resources-and-toolkits/cin01-demandarefund-com-consumer-credit-insurance-gap-insurance-and-used-car-extended-warranties/) - Have you recently: Bought a second hand car? Got a credit card? Taken out a loan? You could’ve been sold junk insurance or a rubbish warranty. If you have, Consumer Action’s DemandARefund.com will help you complain, demand your money back, and tell these companies to stop selling junk.
- [CDE03-I can’t pay my power or gas bill](https://consumeraction.org.au/resources-and-toolkits/cde03-i-cant-pay-my-power-or-gas-bill/) - Use this information sheet if: you are having trouble paying your electricity or gas bill; or you want information about payment arrangements and your rights. You do have rights under the Energy Retail Code or other consumer protections. If you want to apply to pay by instalments, you can see our sample letter available here. Case
- [CDE01-Letter asking for a waiver](https://consumeraction.org.au/resources-and-toolkits/cde01-letter-asking-for-a-waiver/) - Letter asking for a waiver

## Categories

- [Uncategorized](https://consumeraction.org.au/category/uncategorized/)
- [Media Release](https://consumeraction.org.au/category/media-release/)
- [Job opportunities](https://consumeraction.org.au/category/job-opportunities/)
- [Reports](https://consumeraction.org.au/category/reports/)
- [Insurance](https://consumeraction.org.au/category/insurance/)
- [Other](https://consumeraction.org.au/category/other/)
- [Vendor Finance](https://consumeraction.org.au/category/banking-and-finance/vendor-finance/)
- [Add-On Insurance](https://consumeraction.org.au/category/insurance/junk-insurance/)
- [Payday Loans](https://consumeraction.org.au/category/banking-and-finance/payday-loans/)
- [Cars](https://consumeraction.org.au/category/goods-services/cars/)
- [Water](https://consumeraction.org.au/category/goods-services/water/)
- [Energy](https://consumeraction.org.au/category/goods-services/energy/)
- [Banking and Finance](https://consumeraction.org.au/category/banking-and-finance/)
- [Credit Reporting](https://consumeraction.org.au/category/debt/credit-reporting/)
- [Debt Collection](https://consumeraction.org.au/category/debt/debt-collection/)
- [Bankruptcy, Debt Agreements and Insolvency](https://consumeraction.org.au/category/debt/bankruptcy/)
- [Rent to Buy](https://consumeraction.org.au/category/banking-and-finance/consumer-leases/)
- [Debt Management](https://consumeraction.org.au/category/debt/debt-management/)
- [Housing](https://consumeraction.org.au/category/goods-services/housing/)
- [Life Insurance](https://consumeraction.org.au/category/insurance/life-insurance/)
- [Education](https://consumeraction.org.au/category/goods-services/education/)
- [Funeral Insurance](https://consumeraction.org.au/category/insurance/funeral-insurance/)
- [Submission](https://consumeraction.org.au/category/submission/)
- [Debt](https://consumeraction.org.au/category/debt/)
- [Credit Repair](https://consumeraction.org.au/category/debt/credit-repair/)
- [Goods and Services](https://consumeraction.org.au/category/goods-services/)
- [Telecommunications](https://consumeraction.org.au/category/goods-services/telco/)
- [Personal Banking](https://consumeraction.org.au/category/banking-and-finance/banking/)
- [General Insurance](https://consumeraction.org.au/category/insurance/general-insurance/)
- [Buy Now Pay Later](https://consumeraction.org.au/category/banking-and-finance/buy-now-pay-later/)
- [Bushfire Affected Communities](https://consumeraction.org.au/category/banking-and-finance/bushfire-affected-communities/)
- [Training opportunities](https://consumeraction.org.au/category/training-opportunities/)
- [Opinion piece](https://consumeraction.org.au/category/opinion-piece/)
- [Podcast](https://consumeraction.org.au/category/podcast/)
- [Scams](https://consumeraction.org.au/category/scams/)
- [Scams](https://consumeraction.org.au/category/banking-and-finance/scams-banking-and-finance/)
- [ACCC](https://consumeraction.org.au/category/accc/)
- [Lemon cars](https://consumeraction.org.au/category/lemon-cars/)
- [Lemon cars - understand the issues](https://consumeraction.org.au/category/understand-the-issues/)

## Tags

- [Electricity](https://consumeraction.org.au/tag/electricity/)
- [Unfair Contract Terms](https://consumeraction.org.au/tag/unfair-contract-terms/)
- [Consumer Guarantees and Warranties](https://consumeraction.org.au/tag/warranties-consumer-guarantees/)
- [Competition](https://consumeraction.org.au/tag/competition/)
- [Credit Cards](https://consumeraction.org.au/tag/credit-cards/)
- [Payment Difficulty and Hardship](https://consumeraction.org.au/tag/hardship/)
- [Financial Literacy and Counselling](https://consumeraction.org.au/tag/financial-counselling/)
- [Superannuation](https://consumeraction.org.au/tag/superannuation/)
- [Centrepay](https://consumeraction.org.au/tag/centrepay/)
- [Dispute Resolution](https://consumeraction.org.au/tag/dispute-resolution/)
- [Australian Consumer Law](https://consumeraction.org.au/tag/australian-consumer-law/)
- [SACC Review](https://consumeraction.org.au/tag/sacc-review/)
- [Solar and New Energy](https://consumeraction.org.au/tag/solar-new-energy/)
- [Data and Privacy](https://consumeraction.org.au/tag/data/)
- [Commissions and Remuneration](https://consumeraction.org.au/tag/commissions/)
- [Banking Royal Commission](https://consumeraction.org.au/tag/banking-royal-commission/)
- [Industry Codes](https://consumeraction.org.au/tag/industry-codes/)
- [Enforcement and Penalties](https://consumeraction.org.au/tag/enforcement/)
- [Access to Justice](https://consumeraction.org.au/tag/justice/)
- [Affordability](https://consumeraction.org.au/tag/affordability/)
- [Financial Exclusion](https://consumeraction.org.au/tag/financial-exclusion/)
- [Responsible Lending](https://consumeraction.org.au/tag/responsible-lending/)
- [Suitability](https://consumeraction.org.au/tag/suitability/)
- [Sales Practices](https://consumeraction.org.au/tag/sales-practices/)
- [Anti-Avoidance](https://consumeraction.org.au/tag/anti-avoidance/)
- [Claims Handling](https://consumeraction.org.au/tag/claims-handling/)
- [Default Offer](https://consumeraction.org.au/tag/default-offer/)
- [Deferred Sales Model](https://consumeraction.org.au/tag/deferred-sales/)
- [Discounts and Concessions](https://consumeraction.org.au/tag/discounts-concessions/)
- [Embedded Networks](https://consumeraction.org.au/tag/embedded-networks/)
- [Fraud and Scams](https://consumeraction.org.au/tag/fraud/)
- [Gas](https://consumeraction.org.au/tag/gas/)
- [Licensing and Regulation](https://consumeraction.org.au/tag/licensing/)
- [Rogue Lending](https://consumeraction.org.au/tag/rogue-lending/)
- [Service Disconnection](https://consumeraction.org.au/tag/disconnection/)
- [Vulnerability](https://consumeraction.org.au/tag/vulnerability/)
- [National Credit Laws](https://consumeraction.org.au/tag/credit-laws/)
- [Product Design](https://consumeraction.org.au/tag/product-design/)
- [Distribution and Intervention Powers](https://consumeraction.org.au/tag/distribution-and-intervention-powers/)
- [Misleading or Deceptive Conduct](https://consumeraction.org.au/tag/misleading-or-deceptive-conduct/)
- [Energy Efficiency](https://consumeraction.org.au/tag/energy-efficiency/)
- [bushfires](https://consumeraction.org.au/tag/bushfires/)
- [Funeral expenses](https://consumeraction.org.au/tag/funeral-expenses/)
- [Mortgage broking](https://consumeraction.org.au/tag/mortgage-broking/)
- [Unconscionable](https://consumeraction.org.au/tag/unconscionable/)
- [covid19](https://consumeraction.org.au/tag/covid19/)
- [Buy now pay later](https://consumeraction.org.au/tag/buy-now-pay-later/)
- [Communications](https://consumeraction.org.au/tag/communications/)
- [Essential Services](https://consumeraction.org.au/tag/essential-services/)
- [Impact Report](https://consumeraction.org.au/tag/impact-report/)
- [rogue](https://consumeraction.org.au/tag/rogue/)
- [serv](https://consumeraction.org.au/tag/serv/)
- [Right to repair](https://consumeraction.org.au/tag/right-to-repair/)
- [debt vultures](https://consumeraction.org.au/tag/debt-vultures/)
- [debt management](https://consumeraction.org.au/tag/debt-management/)
- [Junk insurance](https://consumeraction.org.au/tag/junk-insurance/)
- [Alert](https://consumeraction.org.au/tag/alert/)
- [Debt](https://consumeraction.org.au/tag/debt/)
- [Charities](https://consumeraction.org.au/tag/charities/)
- [Law](https://consumeraction.org.au/tag/law/)
- [Fiarness](https://consumeraction.org.au/tag/fiarness/)
- [Non-for-profits](https://consumeraction.org.au/tag/non-for-profits/)
- [Australian Financial Complaints Authority](https://consumeraction.org.au/tag/australian-financial-complaints-authority/)
- [Telecommunications](https://consumeraction.org.au/tag/telecommunications/)
- [Telco](https://consumeraction.org.au/tag/telco/)
- [Regul](https://consumeraction.org.au/tag/regul/)
- [Retirement villages](https://consumeraction.org.au/tag/retirement-villages/)
- [Aged care](https://consumeraction.org.au/tag/aged-care/)
- [Water supplies](https://consumeraction.org.au/tag/water-supplies/)
- [Evaluation](https://consumeraction.org.au/tag/evaluation/)
- [Casework](https://consumeraction.org.au/tag/casework/)
- [Gambling](https://consumeraction.org.au/tag/gambling/)
- [Advocate](https://consumeraction.org.au/tag/advocate/)
- [Indigenous](https://consumeraction.org.au/tag/indigenous/)
- [energy](https://consumeraction.org.au/tag/energy/)
- [VDO](https://consumeraction.org.au/tag/vdo/)
- [Hayne Royal Commission](https://consumeraction.org.au/tag/hayne-royal-commission/)
- [leases](https://consumeraction.org.au/tag/leases/)
- [Compensation scheme of last resort](https://consumeraction.org.au/tag/compensation-scheme-of-last-resort/)
- [Accountability](https://consumeraction.org.au/tag/accountability/)
- [treasury](https://consumeraction.org.au/tag/treasury/)
- [Bank](https://consumeraction.org.au/tag/bank/)
- [Payme](https://consumeraction.org.au/tag/payme/)
- [TIO](https://consumeraction.org.au/tag/tio/)
- [Compensation](https://consumeraction.org.au/tag/compensation/)
- [Victorian Government](https://consumeraction.org.au/tag/victorian-government/)
- [Budget 2022-23](https://consumeraction.org.au/tag/budget-2022-23/)
- [Lemon cars](https://consumeraction.org.au/tag/lemon-cars/)
- [VCAT](https://consumeraction.org.au/tag/vcat/)
- [Aboriginal and Torres Strait Islander](https://consumeraction.org.au/tag/aboriginal-and-torres-strait-islander/)
- [Job](https://consumeraction.org.au/tag/job/)
- [First Nations](https://consumeraction.org.au/tag/first-nations/)
- [We're hiring!](https://consumeraction.org.au/tag/were-hiring/)
- [opportunity](https://consumeraction.org.au/tag/opportunity/)
- [Director](https://consumeraction.org.au/tag/director/)
- [Policy and Campaigns](https://consumeraction.org.au/tag/policy-and-campaigns/)
- [Parliamentary inquiry](https://consumeraction.org.au/tag/parliamentary-inquiry/)
- [Rights](https://consumeraction.org.au/tag/rights/)
- [Debts](https://consumeraction.org.au/tag/debts/)
- [Reform](https://consumeraction.org.au/tag/reform/)
- [Crypto currencies](https://consumeraction.org.au/tag/crypto-currencies/)
- [Worker Advice Service](https://consumeraction.org.au/tag/worker-advice-service/)
- [Support](https://consumeraction.org.au/tag/support/)
- [Engagement and training](https://consumeraction.org.au/tag/engagement-and-training/)
- [disadvantage](https://consumeraction.org.au/tag/disadvantage/)
- [Regional](https://consumeraction.org.au/tag/regional/)
- [Banking](https://consumeraction.org.au/tag/banking/)
- [Marketing](https://consumeraction.org.au/tag/marketing/)
- [Advertising](https://consumeraction.org.au/tag/advertising/)
- [Risks](https://consumeraction.org.au/tag/risks/)
- [Cigno](https://consumeraction.org.au/tag/cigno/)
- [Credit reporting](https://consumeraction.org.au/tag/credit-reporting/)
- [Advice](https://consumeraction.org.au/tag/advice/)
- [Renumeration](https://consumeraction.org.au/tag/renumeration/)
- [Banks](https://consumeraction.org.au/tag/banks/)
- [remediation](https://consumeraction.org.au/tag/remediation/)
- [Guide](https://consumeraction.org.au/tag/guide/)
- [Legal loopholes](https://consumeraction.org.au/tag/legal-loopholes/)
- [ombudsman](https://consumeraction.org.au/tag/ombudsman/)
- [Digital payments](https://consumeraction.org.au/tag/digital-payments/)
- [Job opportunity](https://consumeraction.org.au/tag/job-opportunity/)
- [solicitor](https://consumeraction.org.au/tag/solicitor/)
- [Advocacy](https://consumeraction.org.au/tag/advocacy/)
- [Policy officer](https://consumeraction.org.au/tag/policy-officer/)
- [bankruptcy](https://consumeraction.org.au/tag/bankruptcy/)
- [Consumer Advice Service](https://consumeraction.org.au/tag/consumer-advice-service/)
- [BNPL](https://consumeraction.org.au/tag/bnpl/)
- [Management](https://consumeraction.org.au/tag/management/)
- [Australian Securities and Investment Commission](https://consumeraction.org.au/tag/australian-securities-and-investment-commission/)
- [Rent4Keeps](https://consumeraction.org.au/tag/rent4keeps/)
- [Property](https://consumeraction.org.au/tag/property/)
- [Housing market](https://consumeraction.org.au/tag/housing-market/)
- [finanicial counselling](https://consumeraction.org.au/tag/finanicial-counselling/)
- [Fairness](https://consumeraction.org.au/tag/fairness/)
- [Sorry Business](https://consumeraction.org.au/tag/sorry-business/)
- [Internship](https://consumeraction.org.au/tag/internship/)
- [Experience](https://consumeraction.org.au/tag/experience/)
- [student](https://consumeraction.org.au/tag/student/)
- [Thwaites Review](https://consumeraction.org.au/tag/thwaites-review/)
- [ASIC](https://consumeraction.org.au/tag/asic/)
- [payday loans](https://consumeraction.org.au/tag/payday-loans/)
- [Small amount credit contracts](https://consumeraction.org.au/tag/small-amount-credit-contracts/)
- [ACCC](https://consumeraction.org.au/tag/accc/)
- [Youpla](https://consumeraction.org.au/tag/youpla/)
- [insurance](https://consumeraction.org.au/tag/insurance/)
- [Community Engagement](https://consumeraction.org.au/tag/community-engagement/)
- [Save Sorry Business](https://consumeraction.org.au/tag/save-sorry-business/)
- [Interest rates](https://consumeraction.org.au/tag/interest-rates/)
- [Consumer leases](https://consumeraction.org.au/tag/consumer-leases/)
- [Mortgage stress](https://consumeraction.org.au/tag/mortgage-stress/)
- [Cost of living](https://consumeraction.org.au/tag/cost-of-living/)
- [Essential Services Commission](https://consumeraction.org.au/tag/essential-services-commission/)
- [cash payments](https://consumeraction.org.au/tag/cash-payments/)
- [Taxi](https://consumeraction.org.au/tag/taxi/)
- [Water](https://consumeraction.org.au/tag/water/)
- [customer services](https://consumeraction.org.au/tag/customer-services/)
- [Consumer Action Law Centre](https://consumeraction.org.au/tag/consumer-action-law-centre/)
- [Quality of Advice](https://consumeraction.org.au/tag/quality-of-advice/)
- [Duty of interest](https://consumeraction.org.au/tag/duty-of-interest/)
- [Point of sale](https://consumeraction.org.au/tag/point-of-sale/)
- [interest free](https://consumeraction.org.au/tag/interest-free/)
- [CSLR](https://consumeraction.org.au/tag/cslr/)
- [Flood](https://consumeraction.org.au/tag/flood/)
- [disaster](https://consumeraction.org.au/tag/disaster/)
- [Climate change](https://consumeraction.org.au/tag/climate-change/)
- [Other](https://consumeraction.org.au/tag/other/)
- [Reports Advocate](https://consumeraction.org.au/tag/reports-advocate/)
- [vendor finance](https://consumeraction.org.au/tag/vendor-finance/)
- [scheme](https://consumeraction.org.au/tag/scheme/)
- [price](https://consumeraction.org.au/tag/price/)
- [stopthedebttrap](https://consumeraction.org.au/tag/stopthedebttrap/)
- [Australian Law Reform Commission](https://consumeraction.org.au/tag/australian-law-reform-commission/)
- [Exemptions](https://consumeraction.org.au/tag/exemptions/)
- [gas prices](https://consumeraction.org.au/tag/gas-prices/)
- [Federal budget](https://consumeraction.org.au/tag/federal-budget/)
- [Banking code](https://consumeraction.org.au/tag/banking-code/)
- [Robodebt](https://consumeraction.org.au/tag/robodebt/)
- [CEO](https://consumeraction.org.au/tag/ceo/)
- [compliance](https://consumeraction.org.au/tag/compliance/)
- [Submission](https://consumeraction.org.au/tag/submission/)
- [Cars](https://consumeraction.org.au/tag/cars/)
- [Funeral insurance](https://consumeraction.org.au/tag/funeral-insurance/)
- [Electricity prices](https://consumeraction.org.au/tag/electricity-prices/)
- [poverty](https://consumeraction.org.au/tag/poverty/)
- [Monitoring and compliance](https://consumeraction.org.au/tag/monitoring-and-compliance/)
- [Scam](https://consumeraction.org.au/tag/scam/)
- [Financial Sector Reform](https://consumeraction.org.au/tag/financial-sector-reform/)
- [counsumer leases](https://consumeraction.org.au/tag/counsumer-leases/)
- [harm](https://consumeraction.org.au/tag/harm/)
- [Centrelink](https://consumeraction.org.au/tag/centrelink/)
- [Australian tax office](https://consumeraction.org.au/tag/australian-tax-office/)
- [Scams](https://consumeraction.org.au/tag/scams/)
- [ACMA](https://consumeraction.org.au/tag/acma/)
- [Solar energy](https://consumeraction.org.au/tag/solar-energy/)
- [clean energy](https://consumeraction.org.au/tag/clean-energy/)
- [NETCC](https://consumeraction.org.au/tag/netcc/)
- [TCP-Code](https://consumeraction.org.au/tag/tcp-code/)
- [National Debt Helpline](https://consumeraction.org.au/tag/national-debt-helpline/)
- [NDIS](https://consumeraction.org.au/tag/ndis/)
- [safeguards](https://consumeraction.org.au/tag/safeguards/)
- [family violence](https://consumeraction.org.au/tag/family-violence/)
- [Financial loss](https://consumeraction.org.au/tag/financial-loss/)
- [AFCA](https://consumeraction.org.au/tag/afca/)
- [Predatory lending](https://consumeraction.org.au/tag/predatory-lending/)
- [doorknocking](https://consumeraction.org.au/tag/doorknocking/)
- [VOICE](https://consumeraction.org.au/tag/voice/)
- [Uluru Statement from the Heart](https://consumeraction.org.au/tag/uluru-statement-from-the-heart/)
- [Internet](https://consumeraction.org.au/tag/internet/)
- [Telstra](https://consumeraction.org.au/tag/telstra/)
- [referendum](https://consumeraction.org.au/tag/referendum/)
- [lemon](https://consumeraction.org.au/tag/lemon/)
- [pawnbroking](https://consumeraction.org.au/tag/pawnbroking/)
- [legal work](https://consumeraction.org.au/tag/legal-work/)
- [cost of lving](https://consumeraction.org.au/tag/cost-of-lving/)
- [Governance](https://consumeraction.org.au/tag/governance/)
- [standards](https://consumeraction.org.au/tag/standards/)
- [food](https://consumeraction.org.au/tag/food/)
- [scamwatch](https://consumeraction.org.au/tag/scamwatch/)
- [VCOSS](https://consumeraction.org.au/tag/vcoss/)
- [Market issues](https://consumeraction.org.au/tag/market-issues/)
- [high-pressure sales](https://consumeraction.org.au/tag/high-pressure-sales/)
- [telemarketing](https://consumeraction.org.au/tag/telemarketing/)
- [ACCAN](https://consumeraction.org.au/tag/accan/)
- [A](https://consumeraction.org.au/tag/a/)
- [Domestic family violence](https://consumeraction.org.au/tag/domestic-family-violence/)
- [safety](https://consumeraction.org.au/tag/safety/)
- [CHOICE](https://consumeraction.org.au/tag/choice/)
- [report](https://consumeraction.org.au/tag/report/)
- [recommedations](https://consumeraction.org.au/tag/recommedations/)
- [BCCC](https://consumeraction.org.au/tag/bccc/)
- [harms](https://consumeraction.org.au/tag/harms/)
- [AER](https://consumeraction.org.au/tag/aer/)
- [Tenancy](https://consumeraction.org.au/tag/tenancy/)
- [First Nati](https://consumeraction.org.au/tag/first-nati/)
- [fees](https://consumeraction.org.au/tag/fees/)
- [National Energy Customer Framework](https://consumeraction.org.au/tag/national-energy-customer-framework/)
- [Code of practice](https://consumeraction.org.au/tag/code-of-practice/)
- [Retail](https://consumeraction.org.au/tag/retail/)
- [Unsolicited sales](https://consumeraction.org.au/tag/unsolicited-sales/)
- [Class Action](https://consumeraction.org.au/tag/class-action/)
- [Building regulations](https://consumeraction.org.au/tag/building-regulations/)
- [regulator](https://consumeraction.org.au/tag/regulator/)
- [DEECA](https://consumeraction.org.au/tag/deeca/)
- [Victorian Energy Upgrades](https://consumeraction.org.au/tag/victorian-energy-upgrades/)
- [MACC](https://consumeraction.org.au/tag/macc/)
- [NDH](https://consumeraction.org.au/tag/ndh/)
- [action plan](https://consumeraction.org.au/tag/action-plan/)
- [Financial Counsellor](https://consumeraction.org.au/tag/financial-counsellor/)
- [Election Platform](https://consumeraction.org.au/tag/election-platform/)
- [Priorities](https://consumeraction.org.au/tag/priorities/)
- [HECs](https://consumeraction.org.au/tag/hecs/)
- [refinancing](https://consumeraction.org.au/tag/refinancing/)
- [HELP](https://consumeraction.org.au/tag/help/)
- [Register](https://consumeraction.org.au/tag/register/)
- [SenderID](https://consumeraction.org.au/tag/senderid/)
- [Jobs](https://consumeraction.org.au/tag/jobs/)
- [designated complaint](https://consumeraction.org.au/tag/designated-complaint/)
- [Financial services](https://consumeraction.org.au/tag/financial-services/)
- [Budget](https://consumeraction.org.au/tag/budget/)
- [Bills](https://consumeraction.org.au/tag/bills/)
- [Austrac](https://consumeraction.org.au/tag/austrac/)
- [ESC](https://consumeraction.org.au/tag/esc/)
- [Scam Prevention framework](https://consumeraction.org.au/tag/scam-prevention-framework/)
- [ATO](https://consumeraction.org.au/tag/ato/)
- [ABA](https://consumeraction.org.au/tag/aba/)
- [Money3](https://consumeraction.org.au/tag/money3/)
- [Treaty](https://consumeraction.org.au/tag/treaty/)
- [Human rights](https://consumeraction.org.au/tag/human-rights/)
- [Dignity](https://consumeraction.org.au/tag/dignity/)
- [opinion](https://consumeraction.org.au/tag/opinion/)
- [Life support](https://consumeraction.org.au/tag/life-support/)
- [Productivity Commission](https://consumeraction.org.au/tag/productivity-commission/)
- [Business costs](https://consumeraction.org.au/tag/business-costs/)
- [Economy](https://consumeraction.org.au/tag/economy/)
- [ATM](https://consumeraction.org.au/tag/atm/)
- [Fair Call Coalition](https://consumeraction.org.au/tag/fair-call-coalition/)
- [vehicle](https://consumeraction.org.au/tag/vehicle/)
- [Meta](https://consumeraction.org.au/tag/meta/)
- [Unfair trading](https://consumeraction.org.au/tag/unfair-trading/)
- [SPF](https://consumeraction.org.au/tag/spf/)
- [Impact Report 2024-25](https://consumeraction.org.au/tag/impact-report-2024-25/)
- [Faulty cars](https://consumeraction.org.au/tag/faulty-cars/)
- [Basic bank accounts](https://consumeraction.org.au/tag/basic-bank-accounts/)
- [guidance note](https://consumeraction.org.au/tag/guidance-note/)
- [Loans](https://consumeraction.org.au/tag/loans/)
- [Life Code](https://consumeraction.org.au/tag/life-code/)
- [Strata](https://consumeraction.org.au/tag/strata/)
- [Demand A Refund](https://consumeraction.org.au/tag/demand-a-refund/)
- [committee](https://consumeraction.org.au/tag/committee/)
- [lead generation](https://consumeraction.org.au/tag/lead-generation/)
- [Equality](https://consumeraction.org.au/tag/equality/)
- [Victorian default offer](https://consumeraction.org.au/tag/victorian-default-offer/)
- [COBA](https://consumeraction.org.au/tag/coba/)
- [utility relief grant](https://consumeraction.org.au/tag/utility-relief-grant/)
- [HSBC](https://consumeraction.org.au/tag/hsbc/)
- [goods](https://consumeraction.org.au/tag/goods/)
- [Assistant Director](https://consumeraction.org.au/tag/assistant-director/)
- [First Guardian](https://consumeraction.org.au/tag/first-guardian/)

## Services

- [Board Members](https://consumeraction.org.au/service/board-members/)
- [Our Team](https://consumeraction.org.au/service/our-team/)

## Categories

- [Toolkits](https://consumeraction.org.au/resources-and-toolkits/category/worker/toolkits/)
- [Template Letters](https://consumeraction.org.au/resources-and-toolkits/category/consumer/template-letters/)
- [Guides](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/)
- [Debt Collection](https://consumeraction.org.au/resources-and-toolkits/category/consumer/template-letters/debt-collection/)
- [Products/Services](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/products-services/)
- [Debt Collectors](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/debt-collectors/)
- [Bills & Money Problems](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/bills-money-problems/)
- [Cars](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/cars/)
- [Loans & Credit](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/loans-credit/)
- [Insurance](https://consumeraction.org.au/resources-and-toolkits/category/consumer/guides/insurance/)
- [Consumer](https://consumeraction.org.au/resources-and-toolkits/category/consumer/) - These resources are designed for consumers
- [Worker](https://consumeraction.org.au/resources-and-toolkits/category/worker/) - These resources are designed for financial counsellors and other professionals who assist clients.
- [Template Letters](https://consumeraction.org.au/resources-and-toolkits/category/worker/template-letters-worker/)
- [Debt Collection](https://consumeraction.org.au/resources-and-toolkits/category/worker/template-letters-worker/debt-collection-template-letters-worker/)
- [Consumer Leases](https://consumeraction.org.au/resources-and-toolkits/category/worker/template-letters-worker/consumer-leases/)
- [Loans](https://consumeraction.org.au/resources-and-toolkits/category/consumer/template-letters/loans/)
- [Loans](https://consumeraction.org.au/resources-and-toolkits/category/worker/template-letters-worker/loans-template-letters-worker/)
- [Products & Services](https://consumeraction.org.au/resources-and-toolkits/category/consumer/template-letters/products-services-template-letters/)
- [Issue Spotting](https://consumeraction.org.au/resources-and-toolkits/category/worker/issue-spotting/)
- [Referral Pathways](https://consumeraction.org.au/resources-and-toolkits/category/worker/referral-pathways/)
- [External Links](https://consumeraction.org.au/resources-and-toolkits/category/worker/external-links/)
- [External Links](https://consumeraction.org.au/resources-and-toolkits/category/consumer/external-links-consumer/)

## Tags

- [Cash Converters](https://consumeraction.org.au/resources-and-toolkits/tag/cash-converters/)
- [Payday Loans](https://consumeraction.org.au/resources-and-toolkits/tag/payday-loans/)
- [consumer guarantees](https://consumeraction.org.au/resources-and-toolkits/tag/consumer-guarantees/)
- [Defective Goods](https://consumeraction.org.au/resources-and-toolkits/tag/defective-goods/)
- [Defective Services](https://consumeraction.org.au/resources-and-toolkits/tag/defective-services/)
- [how to complain to asic](https://consumeraction.org.au/resources-and-toolkits/tag/how-to-complain-to-asic/)
- [report misconduct to ASIC](https://consumeraction.org.au/resources-and-toolkits/tag/report-misconduct-to-asic/)
- [ASIC complaints](https://consumeraction.org.au/resources-and-toolkits/tag/asic-complaints/)
- [Cigno](https://consumeraction.org.au/resources-and-toolkits/tag/cigno/)
- [Cigno Loans](https://consumeraction.org.au/resources-and-toolkits/tag/cigno-loans/)
- [Flood Insurance Guide](https://consumeraction.org.au/resources-and-toolkits/tag/flood-insurance-guide/)
- [The Flood Insurance Guide: A Maribyrnong Community](https://consumeraction.org.au/resources-and-toolkits/tag/the-flood-insurance-guide-a-maribyrnong-community/)
- [Energy Reforms Factsheet](https://consumeraction.org.au/resources-and-toolkits/tag/energy-reforms-factsheet/)
- [ERCop](https://consumeraction.org.au/resources-and-toolkits/tag/ercop/)
- [Electricty Bills](https://consumeraction.org.au/resources-and-toolkits/tag/electricty-bills/)
- [Gas Bills](https://consumeraction.org.au/resources-and-toolkits/tag/gas-bills/)
- [Victorian Electricity and Gas bills](https://consumeraction.org.au/resources-and-toolkits/tag/victorian-electricity-and-gas-bills/)
- [Electricity Bills](https://consumeraction.org.au/resources-and-toolkits/tag/electricity-bills/)