The Law Handbook 2024

Chapter 7.4: Taking action as a consumer 731 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. Victorian Ombudsman Level 2, 570 Bourke Street, Melbourne Vic 3000 Tel: 9613 6222; 1800 806 314 (country callers) Web: www.ombudsman.vic.gov.au 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 Consumer Affairs Victoria (CAV) Tel: 1300 558 181 Web: www.consumer.vic.gov.au/contact-us/resolve-your- problem/estate-agent-complaint 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 Australian Financial Complaints Authority (AFCA) Tel: 1800 931 678 Email: info@afca.org.au Web: www.afca.org.au AFCA replaced the Superannuation Complaints Tribunal on 1 November 2018. Taxation Australian Government Tax Practitioners Board Tel: 1300 362 829 Web: www.tpb.gov.au 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 Telecommunications Industry Ombudsman Tel: 1800 062 058 Web: www.tio.com.au 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 Consumer Affairs Victoria : see above Motor Car Traders Guarantee Fund Tel: 1300 558 181 Web: www.consumer.vic.gov.au/about-us/who-we-are- and-what-we-do/funds-we-administer/motor-car-traders- guarantee-fund 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). VicRoads Tel: 13 11 71 Web: www.vicroads.vic.gov.au Written complaints to: Director Customer Services, VicRoads Head Office, 60 Denmark Street, Kew Vic 3101 Victorian Automobile Chamber of Commerce (VACC) 650 Victoria Street, North Melbourne Vic 3051 Tel: 9829 1111 Email: vacc@vacc.com.au Web: www.vacc.com.au 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).