There are many agencies responsible for the receipt and resolution of complaints. These are operated by both the Commonwealth and Victorian governments, as well as private, independent industry-based dispute resolution schemes. To find an agency or dispute resolution scheme, refer to the section of The Law Handbook relevant to your specific area of complaint.
The following list refers mainly to areas not mentioned in detail elsewhere in The Law Handbook.
Note: The 1800 toll free numbers listed here are available to rural callers only, if made from a standard telephone. 1300 numbers are the cost of a local call if made from a standard telephone.
The Business Licensing Authority (BLA), which operates with the support of Consumer Affairs Victoria, determines who can operate in industries that have sensitive consumer issues. This includes: estate agents, owners corporation managers, introduction agents, motor car traders, sex work service providers, second-hand dealers, pawnbrokers and travel agents.
The BLA has the power to reject applications for licences if it receives evidence that the applicant is inappropriate, or to take other action, such as granting a conditional licence.
The licensing process relies on the complaints of individuals in determining whether a particular person is appropriate to trade in the industry desired. However, the BLA does not usually resolve individuals' complaints against particular traders.
For a detailed listing of regional offices and mobile services, visit the website or telephone 1300 558 181.
The following contacts list covers complaint-handling bodies for industries not mentioned in detail in The Law Handbook. It also provides some supplementary contacts in areas that are covered elsewhere in The Law Handbook.
The EWOV investigates and facilitates the resolution of disputes by consumers against electricity, gas and water providers. EWOV provides a free and independent service.
The FOS investigates and facilitates the resolution of complaints and disputes by consumers against participating financial service providers. FOS members provide financial services that include banking (including credit unions), credit, loans, general insurance, life insurance, insurance broking, financial planning, investments, stockbroking, managed funds and pooled superannuation trusts. The FOS provides a free and independent service.
The Credit Ombudsman is a free and independent dispute resolution service that resolves disputes between consumers and member credit providers. Many of the member credit providers are non-bank mortgage providers. Complaints can also be made online using the "Complaint Wizard".
If you have safety or contamination concerns regarding 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 Department of Human Services' Food Safety Hotline, above.
Complaints about the administrative actions of Medicare and the Pharmaceutical Benefits Scheme should be directed to Medicare Australia via the online feedback form on its website or through the complaints and feedback line. Complaints can also be directed to the Commonwealth Ombudsman (see: Chapter 21*4 Ombudsman).
The HSC 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 19*1 Health Law).
From 1 July 2010, AHPRA is the national agency responsible for the registration and accreditation of health professions in Australia, including doctors, nurses and midwives, chiropractors, dentists, optometrists, osteopaths, pharmacists, physiotherapists, podiatrists and psychologists.
Investigates and facilitates the resolution of complaints by consumers against public transport operators relating to matters such as the failure to provide services, fares and ticketing, the conduct of staff members and the use of public transport land or premises. An independent and free-of-charge service.
The Victorian Ombudsman investigates complaints by consumers about administrative actions taken by Victorian government departments, statutory authorities and local government. The Ombudsman can also investigate the actions of Authorised Officers (usually ticket inspectors), who exercise statutory powers. An independent and free-of-charge service.
Consumer Affairs Victoria 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.
An independent tribunal set up by the Commonwealth Government to deal with complaints about superannuation funds, annuities and deferred annuities, and retirement savings accounts through conciliation and formal review processes.
A 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.
The TIO 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. An independent and free-of-charge service.
Consumer Affairs Victoria
 Prev |
 Next
|
|
| CONSUMER AFFAIRS VICTORIA | Chapter 13. Credit and finance |
Table of Contents
Legislation and Cases
Search The Law Handbook
|
 Printable Version
Glossary of Legal Terms
|
CONTACTS :: Last updated: Thu Jul 1st 2010