The Law Handbook 2024

Chapter 7.4: Taking action as a consumer 729 Advocacy for people with disability CAV provides free, one-to-one assistance for people with disability who need extra help with a tenancy issue. CAV’s advocates can: • explain tenants’ rights and responsibilities; • explain documents; • negotiate with landlords and property managers; • prepare for, and appear at, VCAT hearings. Financial counselling Consumers experiencing financial difficulties can obtain free advice from the National Debt Helpline. National Debt Helpline Tel: 1800 007 007 (Monday to Friday, 9.30am to 4.30pm) Web: www.ndh.org.au The National Debt Helpline provides a free, independent and confidential financial counselling service. Counsellors have an extensive knowledge of a range of areas of law and policy, including consumer credit law, debt enforcement practices, bankruptcy, industry hardship policies and government financial concessions. Licensing and registration The Business Licensing Authority ( BLA ) is an independent statutory authority that is responsible for the licensing and registration of a number of occupations. It determines who can operate in those industries that pose risks for consumers. This includes estate agents, conveyancers, owners corporation managers, motor car traders, sex work service providers, second-hand dealers, pawnbrokers and travel agents. It is concerned to ensure that the public interest is served when considering applications. The BLA has the power to reject applications for licences if it has evidence that an applicant is ineligible, or (in some cases) to take other action such as granting a conditional licence. The integrity of the licensing process relies on the BLA having the best available information about applicants. The BLA does not usually resolve individuals’ complaints against particular traders. If anyone has concerns about a licensed trader, they should report these to Consumer Affairs Victoria. Contacts Information and complaints To find an agency or dispute resolution scheme, refer to the section of this book relevant to your specific area of complaint. 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. Licensing bodies Business Licensing Authority (BLA) Level 17, 121 Exhibition Street, Melbourne Vic 3000 Tel: 1300 135 452 Web: www.consumer.vic.gov.au/bla Written correspondence and applications to: Registrar, Business Licensing Authority, GPO Box 322, Melbourne Vic 3001 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 Dispute Settlement Centre of Victoria (DSCV) Level 4, 456 Lonsdale Street, Melbourne Vic 3000 Tel: 1300 372 888 Web: www.disputes.vic.gov.au 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.