CAV

Question 1

What does CAV do?

Answer 1

CAV is a Victorian gvt body, responsible for regulating Victorian consumer affairs. It provides information and advice to business, consumers, landlords and tenants about their rights and responsibilities. It empowers consumers, creates a competitive, fair and save trading environment and protects all vulnerable and disadvantaged consumers. It also reviews consumer legislation, and advices the government about changes in the law.

Question 2

Who does CAV accept claims from?

Answer 2

CAV only accepts claims from consumers, and tenants, not from businesses and landlords.

Question 3

How does CAV help?

Answer 3

The CAV helps through phone help lines, websites, apps and social media. This can include:

• information and advice about consumer rights and obligations
• answers to commonly asked questions or disputes
• self help tools such as sample letters, templates and checklists

Question 4

What is the dispute resolution method used by the CAV?

Answer 4

CAV mainly uses conciliation to resolve disputes. Participation in conciliation is voluntary, and the CAV Officer cannot Force it, not can they make a binding decision. Conciliation is done over the phone, if someone has a language barrier, or impairment.

Question 5

When can CAV take people to court?

Answer 5

• In addition to offering dispute resolution, CAV can take businesses to court if it has evidence that they acted illegally.
• CAV can also commence Civil proceedings (sue in court) against a business, on behalf of a person to recover loss suffered.