Consumer Affairs Victoria

what does CAV do

• provides information about consumer law, including rights and responsibilities

• advises the government on consumer legislation

• enforces compliance with consumer laws

• provides consumers and traders, landlords and tenants with a dispute resolution process.

purposes

• to help people come to an agreement about how to resolve a dispute effectively without cost to them

• to try to help parties reach a resolution that is consistent with the law

jurisdiction

• disputes between a consumer and supplier, purchaser and supplier about the supply of goods and services

• disputes between a tenant and landlord

DRM used

primarily over the phone, however CAV also offers in person conciliation

appropriateness

• whether the matter is in their jurisdiction

• whether the tenant and landlord have tried to resolve the matter

• breach of legislation or failure to comply by landlord or business

• the issue is likely to be resolved

• it requires a binding order

• complexity of matter

• the issue can be resolved without intervention

strengths

• conciliation service is free

• conciliation is informal

• CAV ensures procedural fairness

• solution is not forced on parties

weaknesses

• limited to consumer/tenant disputes

• no power to force participants

• can’t enforce decision