DP9 Purposes and appropriateness of institutions

Question 1

What is CAV?

Answer 1

Consumer Affairs Victoria is a Victorian government body that regulates consumer affairs and offers free and accessible dispute resolution services for consumer disputes.

Question 2

What are the three purposes of CAV?

Answer 2

• Provide efficient dispute resolution services for consumer disputes
• Provide accessible “ “ “
• Help Victorians be responsible and informed businesses and consumers

Question 3

How does CAV achieve its purpose of efficiency?

Answer 3

It utilises conciliation as a dispute resolution method, where a third party assists the parties of a dispute to reach a mutually acceptable outcome. This means that parties can be responsible for their outcome, avoiding the delays and procedures of the courts, allowing parties to reach a fast resolution.

Question 4

How does CAV achieve its aim of being accessible?

Answer 4

CAV’s conciliation service is free, meaning that all parties (which CAV can service) can access this method of alternate dispute resolution. Furthermore, conciliation is less formal than the courts, and does not have strict rules of evidence and procedure. Finally, CAV’s website publishes large amounts of resources to assist consumers allowing them to engage with the justice system on an informed basis. CAV may also contact the landlord or business on behalf of the tenant or customer, or mat initiate legal proceedings on behalf of consumers (although this is rare).

Question 5

How does CAV achieve its aim of ensuring that businesses and consumers are informed and responsible?

Answer 5

CAV provides free and easily accessible public information on a range of issues, ensuring that all parties can stay informed. Furthermore, CAV has a YouTube channel which provides information about scams and other information. Finally, CAV may give advice to the Victorian Government about consumer legislation.