ÌÒÉ«ÊÓƵ

Handles complaints about the quality of care or services being delivered to people receiving aged care services funded by the Australian Government, including:

• residential aged care services, including permanent and respite care
• Home care packages delivered on a Consumer Directed Care basis
• flexible care where a person is receiving 'residential care' or 'home care'
• the Commonwealth Home Support Program
• the National Aboriginal and Torres Strait Islander Flexible Aged Care Program.

Handles complaints between consumers and member organisations on issues such as:

• banking, credit and loans
• general and life insurance
• pooled superannuation trusts
• timeshare
• debt consolidation and refinancing.

On November 2018, AFCA replaced the former Financial Ombudsman Service, Credit and Investments Ombudsman and Superannuation Complaints Tribunal.

An independent government agency that provides free services to help resolve residential domestic building disputes.

DBDRV can help resolve disputes concerning:

• construction
• alterations and renovations
• extensions
• associated building work such as garages, driveways, swimming pools and spas
• demolition; and
• some types of home repairs.

For more information, visit the .

The VBA registers and regulates building practitioners (including registration and licensing for works over $10,000) and plumbers.

For more information, visit the .

The VMIA offers domestic building insurance (DBI) for builders in ÌÒÉ«ÊÓƵ, which provides cover to homeowners for incomplete or defective building work.

Builders in ÌÒÉ«ÊÓƵ must take out DBI, also known as builder’s warranty insurance, for work valued at more than $16,000.

For more information, visit the .

Consumer Affairs ÌÒÉ«ÊÓƵ

We:

• provide fair trading information and advice to businesses
• licence businesses in some industries
• register businesses in some industries
• have public registers of businesses we licence and register.

Australian Business Numbers (ABNs)

National agency for fair trading and competition matters, including:

• price monitoring
• franchising
• product labelling
• industry codes.

Provides information about:

• Australian companies
• business names
• financial services organisations
• professionals who deal and advise in superannuation
• investments
• insurance
• credit.

Handles disputes about commercial or retail leases and small businesses. For information and advice on running a business, visit .

Consumer Affairs ÌÒÉ«ÊÓƵ

Licence:

• Conveyancers
• Estate agents
• Motor car traders
• Rooming house operators
• Sex work providers.

• Funeral providers
• Second-hand dealers and pawnbrokers
• Retirement village operators
• Co-operatives
• Limited partnerships
• Owners corporation managers
• Caravan and residential park operators.

Register building practitioners and plumbers.

Register ÌÒÉ«ÊÓƵn electricians and gasfitters.

Licence to perform high-risk work.

Consumer Affairs ÌÒÉ«ÊÓƵ

We provide information and advice (including registration) about:

• incorporated associations
• fundraisers
• patriotic funds
• grants.

The independent national regulator of charities:

• registers organisations as charities and helps them meet their obligations
• provides advice or acts on complaints about charities
• maintains a free and public register on charities in Australia.

VEOHRC is an independent organisation with ÌÒÉ«ÊÓƵ under ÌÒÉ«ÊÓƵ’s human rights laws. Their role is to protect and promote human rights in ÌÒÉ«ÊÓƵ. When things go wrong or human rights are at risk, they support ÌÒÉ«ÊÓƵns to exercise their rights by helping to resolve discrimination complaints and intervening in court cases.

Handles workplace complaints and enforces compliance with Australia's workplace laws.

The national workplace relations tribunal. Hears and makes rulings on a variety of disputes, including:

• termination of employment
• minimum wages
• employment conditions.

Consumer Affairs ÌÒÉ«ÊÓƵ

We can provide information and advice if the problem relates to:

• door-to-door sales and telemarketing
• false or misleading representations
• unfair practices and contracts terms

Handles disputes about gas, electricity and water providers, including:

• billing issues
• disconnections and restrictions
• incorrect installation of smart meters.

Information and advice about ÌÒÉ«ÊÓƵn gas and electrical safety matters and laws.

Provides confidential and free financial information and advice to help ÌÒÉ«ÊÓƵns with debt problems, including difficulties paying:

• household bills
• rent
• mortgage
• credit card bills
• fines.

Provides free, independent guidance and budget tools to help you manage your money.

Processes fines issued by ÌÒÉ«ÊÓƵn government agencies and authorities.

Regulates and provides information and advice on safety standards for all foods produced and imported for sale in Australia and New Zealand.

Handles complaints about breaches of gambling and casino laws.

Handles complaints about health service providers, including:

• medical, hospital, nursing
• dental
• psychiatric
• pharmaceutical
• ambulance
• community health
• health education
• drug rehabilitation
• welfare and social work
• therapeutic counselling.

Handles disputes between private health insurance providers and:

• health fund members
• doctors and some dentists
• hospitals
• health funds.

Consumer Affairs ÌÒÉ«ÊÓƵ

We provide information and advice about:

• renting (also see Renting section below)
• owners corporation
• retirement villages
• building and renovation
• buying and selling property.

Provides information to foreign investors about buying property in Australia.

Community legal centre that provides free legal advice and representation to vulnerable and disadvantaged ÌÒÉ«ÊÓƵn consumers on matters including:

• banking and credit disputes
• debt collection
• public transport fines
• insurance.

Free dispute resolution for a range of issues, including:

• fencing
• trees
• noise
• tenant vs tenant disputes
• owners corporation vs neighbour disputes
• animals.

Provides general legal information and advice at various ÌÒÉ«ÊÓƵn locations.

Free legal service to anyone in Australia for advice on insurance law and resolving disputes with an insurer.

Does not provide legal advice but can refer you to the most appropriate solicitor for your problem. Also handles complaints about solicitors.

Provides free legal assistance to ÌÒÉ«ÊÓƵns who meet the eligibility criteria.

Independent tribunal for ÌÒÉ«ÊÓƵ that hears disputes and makes binding rulings.

Regulates the legal profession and handles complaints about lawyers.

Investigates complaints about any ÌÒÉ«ÊÓƵn government department, public statutory body or municipality.

ÌÒÉ«ÊÓƵ's first anti-corruption body responsible for identifying and preventing serious corrupt conduct across the whole public sector, including members of Parliament, the judiciary and state and local government.

Investigates complaints about Australia Post and other postal operators that are PIO members.

Secure database where you can list your home phone, mobile or fax numbers to avoid receiving unsolicited telemarketing calls and faxes.

The primary regulator and source of independent advice to the community and ÌÒÉ«ÊÓƵn government about how the public sector collects, uses and discloses information.

Consumer Affairs ÌÒÉ«ÊÓƵ

We provide information and advice to renters, rental providers (previously known as landlords) and property managers about renting rights and ÌÒÉ«ÊÓƵ in a property (includes rooming houses), caravan park and residential park, such as:

• different rental agreements
• knowing your rights when signing an agreement
• moving out, giving notice and evictions
• information for rental providers using a property manager.

 (previously Tenants Union of ÌÒÉ«ÊÓƵ)

Responsibilities include:

• informing and educating tenants
• improving the status and condition of tenants
• representing and speaking for the collective interest of tenants in law and policy-making.

Provides housing services and support for people 55 years and over.

Provides free information, via a volunteer-run phone line, about housing options for older people.

Provides a list of residential parks that are association members.

Australia's main revenue collection agency. Also provides information on matters, such as:

• income tax
• tax returns
• ABNs
• goods and services tax (GST).

ÌÒÉ«ÊÓƵ's major tax collection agency. Also provides information on matters, such as:

• first home buyer grants
• stamp duty
• unclaimed monies
• land tax.

ÌÒÉ«ÊÓƵ’s transport safety regulator that managers accreditation, registration and compliance for commercial passenger vehicles. Their purpose is to help people travel safely on ÌÒÉ«ÊÓƵn roads and waterways. They manage complaints and enquiries for:

• Commercial Passenger Vehicles (Taxi, Uber and other commercial ride share services)
• Buses
• Maritime (including boats and jet skis)

Consumer Affairs ÌÒÉ«ÊÓƵ

We can provide information and advice if you have an issue with a product that you have purchased outright, or as part of a bundle. For example, if the mobile phone you received with your plan becomes faulty. We also have information about mobile phone contracts.

Provides information and handles complaints about domain names and the .au domain space.

Handles complaints about spam and content broadcast on television, radio and the internet.

Handles disputes between small businesses/residential consumers and their telephone, mobile or internet service provider (if the provider is a TIO member). .

Consumer Affairs ÌÒÉ«ÊÓƵ

We can provide information and advice about your rights when:

• booking online
• booking with an agent
• a flight is cancelled
• you book and do not get what you paid for.

Handles disputes between consumers and participating Australian domestic airlines: Jetstar, Qantas, Rex, Tiger Air and Virgin Australia.