Taking action as a consumer

Consumer Affairs Victoria (CAV)
Tel: 1300 558 181
Tel (Koori helpline): 1300 661 511
Web: www.consumer.vic.gov.au

Victorian Civil and Administrative Tribunal (VCAT)
Tel: 1300 018 228
Email: civil@vcat.vic.gov.au
Web: www.vcat.vic.gov.au
VCAT hears matters at venues in metropolitan and regional
Victoria; see VCAT’s website for addresses.

To find an agency or dispute resolution scheme, refer to the section of this book relevant to your specific area of complaint.

The BLA’s services include:

• applications for business licences and registrations;
• lodgment of annual returns for motor car traders, second-hand dealers, pawnbrokers and travel agents;
• payment of annual fees;
• update of business licence or registration details.

  Other complaint handling bodies

  Dispute resolution The DSCV has temporarily closed its phone line but it can be contacted via its web form. It also has offices in metropolitan and regional Victoria; see the website for details. Electricity, gas and water The EWOV investigates and facilitates the resolution of disputes by consumers against electricity, gas and water providers. The EWOV provides a free service. Finance AFCA deals with complaints from consumers in the financial system. It replaced the Financial Ombudsman Service and the Credit and Investments Service in 2018. Food If you have safety or contamination concerns about a food product or business, or wish to report a case of illness caused by food, contact the Environmental Health Officer at the local council in the area where the food was purchased. If the local council is unable to assist, contact the Food Safety Unit. Health The Medicare Australia complaints line accepts complaints about the administrative actions of Medicare and the Pharmaceutical Benefits Scheme. Complaints can also be directed to the Commonwealth Ombudsman (see Chapter 12.1: Taking a problem to an ombudsman). The HCC investigates and facilitates the resolution of complaints against health service providers, including individual practitioners, public and private hospitals, health clinics, dentists, doctors and specialists (see Chapter 9.1: Health and the law). Ahpra is the national agency responsible for the registration and accreditation of health pro­ fessionals in Australia, including doctors, nurses and midwives, chiropractors, dentists, optometrists, osteopaths, phar­macists, physiotherapists, podiatrists and psychologists. Health insurance The PHIO is a Commonwealth statutory body that provides private health insurance fund members with an independent service for the resolution of health insurance problems and enquiries. Local government Investigates complaints about possible breaches by local councils of the Local Government Act 1989 (Vic). Public transport The Public Transport Ombudsman investigates and facilitates the resolution of complaints against public transport operators relating to matters such as services and disruptions, ticketing, conduct of staff, accessibility and public transport works. It provides a free and independent service. The Victorian Ombudsman investigates complaints by individuals about administrative actions taken by Victorian Government departments, statutory authorities and local government. The ombudsman can also investigate the actions of authorised officers (e.g. ticket inspectors) who exercise statutory powers. It provides a free, independent service. (See Chapter 12.1: Taking a problem to an ombudsman.) Real estate agents CAV has a dedicated service for advice, information, complaints and dispute resolution regarding the conduct of real estate agents. A complaint form can be downloaded from the website. Superannuation AFCA replaced the Superannuation Complaints Tribunal on 1 November 2018. Taxation The Tax Practitioners Board is a Commonwealth Government statutory authority entrusted with the responsibility of ensuring the maintenance of proper standards in the tax agent profession. Complaints against tax agents should be made in writing and should include all details of the dispute. Telecommunications The Telecommunications Industry Ombudsman investigates and facilitates the resolution of complaints and disputes by consumers and small businesses against telecommunications service providers, including landline, mobile phone and internet services. These services are free. Transport Through this fund, consumers can be financially compensated for a loss suffered as a result of a motor car trader failing to comply with the Motor Car Traders Act 1986 (Vic) (e.g. a trader has not transferred clear title to a car, or complied with the warranty, or provided a roadworthy certificate). VACC is a Victorian motor industry association. It deals with consumer and industry issues, conducts and publishes automotive industry research, advocates to government and other agencies, and supports its members (automotive repair, service and retail businesses).