If you are unsure who to contact, view the table below to find the most appropriate organisation to handle your matter.
Aged care
Organisation
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How they can help
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Aged Care Quality and Safety Commission
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Handles complaints about the quality of care or services being delivered to people receiving aged care services funded by the Australian Government, including:
- residential aged care services, including permanent and respite care
- Home care packages delivered on a Consumer Directed Care basis
- flexible care where a person is receiving 'residential care' or 'home care'
- the Commonwealth Home Support Program
- the National Aboriginal and Torres Strait Islander Flexible Aged Care Program.
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Banking and insurance
Organisation
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How they can help
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Australian Financial Complaints Authority (AFCA)
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Handles complaints between consumers and member organisations on issues such as:
- banking, credit and loans
- general and life insurance
- pooled superannuation trusts
- timeshare
- debt consolidation and refinancing.
On November 2018, AFCA replaced the former Financial Ombudsman Service, Credit and Investments Ombudsman and Superannuation Complaints Tribunal.
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Building
Organisation
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How they can help
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Domestic Building Dispute Resolution Victoria (DBDRV) |
An independent government agency that provides free services to help resolve residential domestic building disputes.
DBDRV can help resolve disputes concerning:
- construction
- alterations and renovations
- extensions
- associated building work such as garages, driveways, swimming pools and spas
- demolition; and
- some types of home repairs.
For more information, visit the DBDRV website.
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Victorian Building Authority (VBA)
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The VBA registers and regulates building practitioners (including registration and licensing for works over $10,000) and plumbers.
For more information, visit the VBA website.
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Victorian Managed Insurance Authority (VMIA) |
The VMIA offers domestic building insurance (DBI) for builders in Victoria, which provides cover to homeowners for incomplete or defective building work.
Builders in Victoria must take out DBI, also known as builder’s warranty insurance, for work valued at more than $16,000.
For more information, visit the VMIA website.
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Business
Business licensing and registration
Clubs, not-for-profits and fundraisers
Organisation
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How they can help
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Consumer Affairs Victoria
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We provide information and advice (including registration) about:
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Australian Charities and Not-for-profits Commission (ACNC)
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The independent national regulator of charities:
- registers organisations as charities and helps them meet their obligations
- provides advice or acts on complaints about charities
- maintains a free and public register on charities in Australia.
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Discrimination
Organisation
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How they can help
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Victorian Equal Opportunity and Human Rights Commission
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VEOHRC is an independent organisation with responsibilities under Victoria’s human rights laws. Their role is to protect and promote human rights in Victoria. When things go wrong or human rights are at risk, they support Victorians to exercise their rights by helping to resolve discrimination complaints and intervening in court cases.
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Employment
Organisation
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How they can help
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Fair Work Ombudsman
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Handles workplace complaints and enforces compliance with Australia's workplace laws.
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Fair Work Commission
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The national workplace relations tribunal. Hears and makes rulings on a variety of disputes, including:
- termination of employment
- minimum wages
- employment conditions.
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Energy and water
Organisation
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How they can help
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Consumer Affairs Victoria
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We can provide information and advice if the problem relates to:
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Energy and Water Ombudsman Victoria
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Handles disputes about gas, electricity and water providers, including:
- billing issues
- disconnections and restrictions
- incorrect installation of smart meters.
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Energy Safe Victoria
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Information and advice about Victorian gas and electrical safety matters and laws.
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Solar Victoria |
Manages and determines eligibility for the Solar Homes Package rebates. |
Financial counselling
Organisation
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How they can help
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National Debt Helpline
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Provides confidential and free financial information and advice to help Victorians with debt problems, including difficulties paying:
- household bills
- rent
- mortgage
- credit card bills
- fines.
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MoneySmart
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Provides free, independent guidance and budget tools to help you manage your money.
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Fines
Organisation
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How they can help
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Fines Victoria
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Processes fines issued by Victorian government agencies and authorities.
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Food
Organisation
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How they can help
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Food Standards Australia New Zealand
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Regulates and provides information and advice on safety standards for all foods produced and imported for sale in Australia and New Zealand.
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Gambling and liquor
Health
Organisation
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How they can help
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Health Complaints Commissioner
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Handles complaints about health service providers, including:
- medical, hospital, nursing
- dental
- psychiatric
- pharmaceutical
- ambulance
- community health
- health education
- drug rehabilitation
- welfare and social work
- therapeutic counselling.
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Private Health Insurance Ombudsman
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Handles disputes between private health insurance providers and:
- health fund members
- doctors and some dentists
- hospitals
- health funds.
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Therapeutic Goods Administration
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Handles complaints about medical devices and any adverse reactions in association with medicines (including complementary, over-the-counter or prescription) and vaccines. |
Housing and property
Organisation
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How they can help
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Consumer Affairs Victoria
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We provide information and advice about:
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Foreign Investment Review Board
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Provides information to foreign investors about buying property in Australia.
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Legal
Other
Organisation
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How they can help
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Victorian Ombudsman
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Investigates complaints about any Victorian government department, public statutory body or municipality.
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Independent Broad-based Anti-corruption Commission (IBAC)
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Victoria's first anti-corruption body responsible for identifying and preventing serious corrupt conduct across the whole public sector, including members of Parliament, the judiciary and state and local government.
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Post
Organisation
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How they can help
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Postal Industry Ombudsman (PIO)
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Investigates complaints about Australia Post and other postal operators that are PIO members.
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Privacy
Organisation
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How they can help
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Do Not Call Register
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Secure database where you can list your home phone, mobile or fax numbers to avoid receiving unsolicited telemarketing calls and faxes.
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Office of the Victorian Information Commissioner (OVIC) |
The primary regulator and source of independent advice to the community and Victorian government about how the public sector collects, uses and discloses information.
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Public transport
Organisation
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How they can help
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Public Transport Ombudsman |
The Public Transport Ombudsman takes complaints about public transport in Victoria, both regional and metropolitan public transport. Your complaint may be about delayed or cancelled bus, train or tram services, myki and public transport ticketing issues, public transport staff including Authorised Officers, or other matters such as public transport maintenance and construction works.
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Renting
Organisation
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How they can help
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Consumer Affairs Victoria
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We provide information and advice to renters, rental providers (previously known as landlords) and property managers about renting rights and responsibilities in a property (includes rooming houses), caravan park and residential park, such as:
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Tenancy Assistance and Advocacy Program |
Provides dispute resolution help for Victorian tenants and residents in the private rental market who are financially disadvantaged or experiencing family violence. |
Tenants Victoria (previously Tenants Union of Victoria)
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Responsibilities include:
- informing and educating tenants
- improving the status and condition of tenants
- representing and speaking for the collective interest of tenants in law and policy-making.
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Housing for the Aged Action Group
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Provides housing services and support for people 55 years and over.
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Seniors Information Victoria
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Provides free information, via a volunteer-run phone line, about housing options for older people.
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Victorian Caravan Parks Association (VicParks)
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Provides a list of residential parks that are association members.
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State and Territory fair trading bodies
Tax
Organisation
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How they can help
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Australian Taxation Office
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Australia's main revenue collection agency. Also provides information on matters, such as:
- income tax
- tax returns
- ABNs
- goods and services tax (GST).
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State Revenue Office
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Victoria's major tax collection agency. Also provides information on matters, such as:
- first home buyer grants
- stamp duty
- unclaimed monies
- land tax.
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Taxi/Uber
Organisation
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How they can help
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Safe Transport Victoria
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Victoria’s transport safety regulator that managers accreditation, registration and compliance for commercial passenger vehicles. Their purpose is to help people travel safely on Victorian roads and waterways. They manage complaints and enquiries for:
- Commercial Passenger Vehicles (Taxi, Uber and other commercial ride share services)
- Buses
- Maritime (including boats and jet skis)
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Telecommunications
Travel
Organisation
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How they can help
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Consumer Affairs Victoria
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We can provide information and advice about your rights when:
- booking online
- booking with an agent
- a flight is cancelled
- you book and do not get what you paid for.
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Airline Customer Advocate
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Handles disputes between consumers and participating Australian domestic airlines: Jetstar, Qantas, Rex, Tiger Air and Virgin Australia.
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