Consumer Affairs Victoria
Encyclopedia
Consumer Affairs Victoria (CAV) is a Victorian government agency that protects and promotes the interests of consumers
and is based in the Australian state of Victoria
. CAV is responsible for reviewing and advising the Victorian Government on consumer legislation
and industry codes; advising and educating consumers
, tenants, traders
and landlords on their rights, responsibilities and changes to the law; registering and licensing businesses and occupations; conciliating disputes between consumers and traders, tenants and landlords; and enforcing and ensuring compliance with consumer laws.
Consumer Affairs Victoria provides advice and assistance on matters of renting
and accommodation
, estate agents, building
, shopping
, and trading. They also license
or register (in conjunction with the Business Licensing Authority) and regulate conveyancers, estate agents, introduction agents, motor car traders, owners corporation managers, prostitution service providers, travel agents, second-hand dealers, and pawnbrokers.
The Consumer Protection Council was established essentially to consider issues and to advise the Government. The Council was not formally set up to handle complaints, but
this became a dominant part of its work. New legislation also established in 1973 a Ministry of Consumer Affairs. This Ministry was small and was tied to the Department of Labour and Industry. They were then substantially cut by the Kennett Government and the separate Ministry for Consumer Affairs was abolished and absorbed into a new Department of Justice.
"Consumer Affairs has essentially three key roles. These are firstly to advise the government on the consumer policy framework and to manage the legislative and
non-legislative program related to this framework. Secondly, Consumer Affairs is a significant regulator of industry conduct, monitors entry regulation in some industries,
and manages guarantee funds covering residential tenancies, property services and motor car trading. Thirdly, Consumer Affairs is a major service provider. Its services
include information, advice, education, complaint handling (primarily through the provision of third party conciliation and mediation services) and business registration
and licensing services. Consumer Affairs is the initial entry point for all consumer enquiries from across the State..."
. The head office of Consumer Affairs Victoria is at 121 Exhibition Street, Melbourne, Victoria.
The agency has a number of locations in Victoria. In the CBD face-to-face services are provided at the Victorian Consumer & Business Centre (VCBC), which was officially opened on August 23, 2006 by the Minister for Small Business, André Haermeyer
, and the Minister for Consumer Affairs, Marsha Thomson
. The VCBC is located at 113 Exhibition Street, Melbourne
, on the corner of Little Collins Street, and is open from 8.30am-5.00pm Monday to Friday. The VCBC is a one-stop-shop for consumers and business operators offers information and advice in a friendly and informal setting. In 2007-08 there were 39,200 counter enquiries at the VCBC
Consumer Affairs Victoria also has regional offices throughout Victoria, with offices in:
The agency has a range of business units:
A particular arrangement is in place with respect of Licensing. Licenses are issued by a separate statutory authority, the Business Licensing Authority.
Minister
for Consumer Affairs, The Honourable Michael O'Brien
MP, through a Director.
The Director of CAV is Dr. Claire Noone, and the Deputy Director is Geoff Browne. The Director of CAV is also an Executive Director in the Department of Justice
.
In addition to being an executive in the Department of Justice, the Director of Consumer Affairs Victoria is also an office holder under the Victorian Fair Trading Act 1999. The functions of the Director include the following:
The Business Licensing Authority - established under the Business Licensing Act 1998 the BLA is an independent statutory authority that administers licensing, registration and permission processes for certain occupations within Victoria. The BLA works alongside CAV, which undertakes all other aspects of administration of those occupational licensing schemes.
The Consumer Credit Fund Advisory Committee - established under the Consumer Credit (Victoria) Act 1995 the Committee makes recommendations to the Minister for grants from the Fund towards research, education, advice or assistance programs.
The Estate Agents Council - established under the Estate Agents Act 1980 the Council is a ministerial advisory body, that monitors the industry and advises the Minister, in order to promote appropriate standards of conduct and competency in the real estate industry and to protect the interests the public using real estate services.
The Motor Car Traders Claims Committee - established under the Motor Car Traders Act 1986 the Committee is responsible for considering and determining claims for compensation from the Motor Car Traders Guarantee Fund.
The Prostitution Control Act Ministerial Advisory Committee - established under the Prostitution Control Act 1994 the Committee is a ministerial advisory body that advises the Minister on issues relating to the prostitution industry in Victoria.
Residential Tenancies Bond Authority - established under the Residential Tenancies Act 1997 the Authority collects, holds and disburses all Victorian residential tenancy bonds. The Director of Consumer Affairs Victoria is the sole member of the RTBA.
The Funeral Industry Ministerial Advisory Council - established under the Funeral Act 2006 the Council is a ministerial advisory council that monitors the industry and advises the Minister.
Consumer
Consumer is a broad label for any individuals or households that use goods generated within the economy. The concept of a consumer occurs in different contexts, so that the usage and significance of the term may vary.-Economics and marketing:...
and is based in the Australian state of Victoria
Victoria (Australia)
Victoria is the second most populous state in Australia. Geographically the smallest mainland state, Victoria is bordered by New South Wales, South Australia, and Tasmania on Boundary Islet to the north, west and south respectively....
. CAV is responsible for reviewing and advising the Victorian Government on consumer legislation
Legislation
Legislation is law which has been promulgated by a legislature or other governing body, or the process of making it...
and industry codes; advising and educating consumers
Consumer
Consumer is a broad label for any individuals or households that use goods generated within the economy. The concept of a consumer occurs in different contexts, so that the usage and significance of the term may vary.-Economics and marketing:...
, tenants, traders
Merchant
A merchant is a businessperson who trades in commodities that were produced by others, in order to earn a profit.Merchants can be one of two types:# A wholesale merchant operates in the chain between producer and retail merchant...
and landlords on their rights, responsibilities and changes to the law; registering and licensing businesses and occupations; conciliating disputes between consumers and traders, tenants and landlords; and enforcing and ensuring compliance with consumer laws.
Consumer Affairs Victoria provides advice and assistance on matters of renting
Renting
Renting is an agreement where a payment is made for the temporary use of a good, service or property owned by another. A gross lease is when the tenant pays a flat rental amount and the landlord pays for all property charges regularly incurred by the ownership from landowners...
and accommodation
Lodging
Lodging is a type of residential accommodation. People who travel and stay away from home for more than a day need lodging for sleep, rest, safety, shelter from cold temperatures or rain, storage of luggage and access to common household functions.Lodgings may be self catering in which case no...
, estate agents, building
Building
In architecture, construction, engineering, real estate development and technology the word building may refer to one of the following:...
, shopping
Shopping
Shopping is the examining of goods or services from retailers with the intent to purchase at that time. Shopping is an activity of selection and/or purchase. In some contexts it is considered a leisure activity as well as an economic one....
, and trading. They also license
License
The verb license or grant licence means to give permission. The noun license or licence refers to that permission as well as to the document recording that permission.A license may be granted by a party to another party as an element of an agreement...
or register (in conjunction with the Business Licensing Authority) and regulate conveyancers, estate agents, introduction agents, motor car traders, owners corporation managers, prostitution service providers, travel agents, second-hand dealers, and pawnbrokers.
History and establishment
In 1965, the State Government of Victoria established a Consumer Protection Council, the first government general consumer body established in AustraliaThe Consumer Protection Council was established essentially to consider issues and to advise the Government. The Council was not formally set up to handle complaints, but
this became a dominant part of its work. New legislation also established in 1973 a Ministry of Consumer Affairs. This Ministry was small and was tied to the Department of Labour and Industry. They were then substantially cut by the Kennett Government and the separate Ministry for Consumer Affairs was abolished and absorbed into a new Department of Justice.
Goals and purpose
The Consumer Affairs Victoria vision is "informed and responsible consumers and traders, who know their rights and responsibilities" The goals are:- Empower consumers
- Create a competitive, fair, and safe trading environment
- Protect vulnerable and disadvantaged consumers
- Optimise our organisational capability.
Activities and operations
A past Director of Consumer Affairs, Dr David Cousins, described the role of Consumer Affairs Victoria thus:"Consumer Affairs has essentially three key roles. These are firstly to advise the government on the consumer policy framework and to manage the legislative and
non-legislative program related to this framework. Secondly, Consumer Affairs is a significant regulator of industry conduct, monitors entry regulation in some industries,
and manages guarantee funds covering residential tenancies, property services and motor car trading. Thirdly, Consumer Affairs is a major service provider. Its services
include information, advice, education, complaint handling (primarily through the provision of third party conciliation and mediation services) and business registration
and licensing services. Consumer Affairs is the initial entry point for all consumer enquiries from across the State..."
Organisation
Consumer Affairs Victoria is a business unit of the Victorian Department of JusticeDepartment of Justice (Victoria)
The Department of Justice is one of ten departments of the Government of the State of Victoria, Australia.The main purpose of the department is to assist the government achieve its vision of a safe and just Victoria...
. The head office of Consumer Affairs Victoria is at 121 Exhibition Street, Melbourne, Victoria.
The agency has a number of locations in Victoria. In the CBD face-to-face services are provided at the Victorian Consumer & Business Centre (VCBC), which was officially opened on August 23, 2006 by the Minister for Small Business, André Haermeyer
Andre Haermeyer
Andre Haermeyer is an Australian politician. He was the Australian Labor Party member for Kororoit in the Victorian Legislative Assembly from 2002, prior to that representing the Yan Yean electorate in Melbourne's north from 1992.Before being elected to Parliament, Haermeyer worked for the...
, and the Minister for Consumer Affairs, Marsha Thomson
Marsha Thomson
Marsha Thomson, born 21 December 1955 in Melbourne, is an Australian politician, is a member of the Victorian Legislative Assembly for the division of Footscray....
. The VCBC is located at 113 Exhibition Street, Melbourne
Melbourne
Melbourne is the capital and most populous city in the state of Victoria, and the second most populous city in Australia. The Melbourne City Centre is the hub of the greater metropolitan area and the Census statistical division—of which "Melbourne" is the common name. As of June 2009, the greater...
, on the corner of Little Collins Street, and is open from 8.30am-5.00pm Monday to Friday. The VCBC is a one-stop-shop for consumers and business operators offers information and advice in a friendly and informal setting. In 2007-08 there were 39,200 counter enquiries at the VCBC
Consumer Affairs Victoria also has regional offices throughout Victoria, with offices in:
- Ballarat, 11 Sturt Street
- Bendigo, 60 Mitchell Street
- Geelong, 65 Gheringhap Street
- Mildura, 122 Ninth Street
- Morwell, 8 George Street
- Wangaratta, 62-68 Ovens Street
- Warrnambool, 192 Liebig Street
The agency has a range of business units:
- Education and Information
- Compliance and Enforcement
- Corporate Resources
- Community Partnerships
- Consumer Policy and Programs
- Regional Operations
- Dispute Resolution
- Enquiries
- Market Monitoring
- Registration and Community Engagement
- Licensing
A particular arrangement is in place with respect of Licensing. Licenses are issued by a separate statutory authority, the Business Licensing Authority.
Governance
Consumer Affairs Victoria reports to the VictorianVictoria (Australia)
Victoria is the second most populous state in Australia. Geographically the smallest mainland state, Victoria is bordered by New South Wales, South Australia, and Tasmania on Boundary Islet to the north, west and south respectively....
Minister
Minister (government)
A minister is a politician who holds significant public office in a national or regional government. Senior ministers are members of the cabinet....
for Consumer Affairs, The Honourable Michael O'Brien
Michael O'Brien (Victorian politician)
-References:BibliographyNews articlesOnline resources-External links:**...
MP, through a Director.
The Director of CAV is Dr. Claire Noone, and the Deputy Director is Geoff Browne. The Director of CAV is also an Executive Director in the Department of Justice
Department of Justice (Victoria)
The Department of Justice is one of ten departments of the Government of the State of Victoria, Australia.The main purpose of the department is to assist the government achieve its vision of a safe and just Victoria...
.
In addition to being an executive in the Department of Justice, the Director of Consumer Affairs Victoria is also an office holder under the Victorian Fair Trading Act 1999. The functions of the Director include the following:
- to advise persons of their rights and obligations
- to receive complaints from persons and to deal with them
- to monitor compliance with the Fair Trading act 1999
- to investigate breaches of the Fair Trading Act 1999 or under a consumer Act
- to prosecute breaches of under a consumer Act
- to educate and inform people on fair trading issues
Proposed Changes under National Reforms
The Council of Australian Governments has agreed to a range of reforms which involve the transfer of responsibilities from State Governments to the Commonwealth government or more harmonised approaches across States and Territory Governments. Those that will impact on the operations of Consumer Affairs Victoria are:- the development of a national trade licensing system for a range of occupations including property agent occupations
- the transfer of trade measurement regulation to the Commonwealth Government
- the transfer of creditCredit (finance)Credit is the trust which allows one party to provide resources to another party where that second party does not reimburse the first party immediately , but instead arranges either to repay or return those resources at a later date. The resources provided may be financial Credit is the trust...
regulation to the Commonwealth Government - the development of a new national generic consumer law
- the Commonwealth Government will assume responsibility for the making of permanent product bans and standards for product safety law
- the transfer of the responsibility for the registration of business names to the Commonwealth Government.
Related bodies
There are a number of related bodies within the Consumer Affairs portfolio, each established under separate legislation, but with administrative support provided by CAV.The Business Licensing Authority - established under the Business Licensing Act 1998 the BLA is an independent statutory authority that administers licensing, registration and permission processes for certain occupations within Victoria. The BLA works alongside CAV, which undertakes all other aspects of administration of those occupational licensing schemes.
The Consumer Credit Fund Advisory Committee - established under the Consumer Credit (Victoria) Act 1995 the Committee makes recommendations to the Minister for grants from the Fund towards research, education, advice or assistance programs.
The Estate Agents Council - established under the Estate Agents Act 1980 the Council is a ministerial advisory body, that monitors the industry and advises the Minister, in order to promote appropriate standards of conduct and competency in the real estate industry and to protect the interests the public using real estate services.
The Motor Car Traders Claims Committee - established under the Motor Car Traders Act 1986 the Committee is responsible for considering and determining claims for compensation from the Motor Car Traders Guarantee Fund.
The Prostitution Control Act Ministerial Advisory Committee - established under the Prostitution Control Act 1994 the Committee is a ministerial advisory body that advises the Minister on issues relating to the prostitution industry in Victoria.
Residential Tenancies Bond Authority - established under the Residential Tenancies Act 1997 the Authority collects, holds and disburses all Victorian residential tenancy bonds. The Director of Consumer Affairs Victoria is the sole member of the RTBA.
The Funeral Industry Ministerial Advisory Council - established under the Funeral Act 2006 the Council is a ministerial advisory council that monitors the industry and advises the Minister.