U2 AOS2 - Complaints Bodies (CAV) Flashcards
1
Q
Complaints bodies
A
- Complaints bodies deal with complaints about the provision of goods and services, or the decisions made by certain bodies or authorities
2
Q
Key features
A
- They are intended to provide a free complaints and dispute resolution service
- Similar to ombudsmen, complaints bodies accept complaints from individuals or small businesses against organisations
- Complaints bodies are more informal than tribunals and ombudsmen. They are limited to offering dispute resolution services as opposed to conducting hearings or making binding decisions
- Some complaints bodies can investigate complaints and take enforcement action against individuals or companies that do not comply with certain laws
3
Q
Consumer Affairs Victoria (CAV)
A
- It is a statutory body established via parliament passing the Australian Consumer and Fair-Trading Act 2012 (Vic)
- It is the Victorian civil complaints body that provides information and helps resolve disputes to create a fair and competitive marketplace for consumers and businesses
4
Q
Purposes of CAV
A
- Provide information to educate people about consuming laws about the rights and responsibilities of businesses and consumers
- In limited circumstances, they provide consumers, traders and landlords with a dispute resolution process
- They advise the Victorian government on consumer legislation
- Initiate legal action against businesses who breach consumer protection laws in Victoria
- Investigate complaints about unsafe products being sold in Victoria and, if needed, remove such items from sale
5
Q
CAV and conciliation
A
- To obtain the existence of CAV, parties must first attempt to settle the dispute themselves
- If this is unsuccessful, CAV will provide voluntary and free conciliation services
- Through conciliation, CAV empowers the parties to resolve the dispute constructively and efficiently, either in person or over the phone
- The final resolutions not legally binding unless parties sign a deed of settlement
