Ms Nicole Rich
Executive Director, Regulatory Services & Director, Consumer Affairs Victoria
121 Exhibition Street
MELBOURNE VIC 3000
Dear Ms Rich,
Statement of expectations for Consumer Affairs Victoria and the Business Licensing Authority
I am pleased to provide you with my expectations for Consumer Affairs Victoria (CAV) and the Business Licensing Authority (BLA) to guide your business planning processes for the 2025-26 financial year. Please note that a reference to CAV in this SOE also includes the BLA, recognising that CAV provides services to Victorians on behalf of the BLA.
Legislative framework
As Minister for Consumer Affairs, I am responsible for administering the Australian Consumer Law and Fair Trading Act 2012 and related consumer protection legislation shaping Victoria’s policy and regulatory settings to promote fair and safe economic activity, support businesses, and ensure adequate protections for consumers and renters.
Emerging risks and priorities
Based on consultations with the Department of Government Service and CAV about the government’s priorities and emerging risks, my expectations for CAV are set out below.
As Victoria’s consumer regulator supporting a fair, safe and competitive marketplace, I expect CAV to discharge its legislative and regulatory duties as set out in the legislation it administers. As part of this activity, my expectation is that CAV focuses on:
- Priority reforms: supporting the Government’s reform agenda, particularly:
- implementation of the Housing Statement and related renting reforms, including working with Rental Dispute Resolution Victoria and through the activities of CAV’s Renting Taskforce, to address poor conduct and offences affecting safety, security and tenure for private renters and residents of rooming houses, retirement villages, residential parks and Specialist Disability Accommodation
- implementation of amendments to the Retirement Villages Act 1986, including to strengthen the role and powers of CAV, implement new registration requirements through the BLA and support the establishment of the new complaints and conciliation scheme
- lifting the capability, training and support for key industries in line with the Government’s commitment to expand mandatory licensing and continuous professional development requirements for estate agents, agents representatives, conveyancers and owners corporation managers
- supporting and providing advice to relevant reviews of consumer legislation, including laws related to owner corporations, professional engineers registration and motor car trading
- Cost of living: protecting and supporting Victorians from the impacts of rising cost of living pressures, including by:
- ensuring delivery and support for funded community programs so that these critical services remain accessible and effective for Victorians who need these supports
- supporting implementation of the Government’s Fair Fuel Plan, including by monitoring and ensuring compliance with new fuel price reporting and capping requirements
- providing a timely response (including accurate communications and advice and effective investigation and enforcement activities) to significant risks of harm and financial loss caused by non-compliant trader and rental provider conduct, in priority areas such as rental law breaches, estate agent underquoting, domestic building contracts and motor car trading
- supporting Victorians impacted by emergencies through quick responses and services to impacted communities to address renting and consumer issues and protect them from poor practices and scams which can emerge during and after emergencies and disasters.
- Product safety: continuing to act promptly to remove dangerous and non-compliant products from sale in Victoria, such as machetes or other products subject to any interim product safety bans put in place in Victoria and products that pose risks to children.
- Inclusive and accessible services: supporting all Victorians, especially those experiencing vulnerability, through inclusive and accessible services – in particular, working within the Department of Government Services to make it easier and quicker for Victorians to find, access and use information and services they need.
- Digital improvements: working within the Department of Government Services and partnering with Service Victoria to harness digital technologies to improve CAV services and make the most of CAV data and resources for the community, including delivery of a new online residential tenancies bond system and ongoing improvement to licensing and registration systems.
- Community trust: increasing Victorians’ trust in CAV as a regulator by:
- engaging with partners, stakeholders and industry to understand and serve Victorian communities through regular forums and engagement opportunities highlighting emerging issues and obtaining input into how CAV undertakes its functions
- taking a strong compliance posture wherever required to stamp out egregious conduct, including updating CAV’s regulatory approach and compliance policy
- increasing community awareness of compliance and enforcement activity through regular information and communications.
- Statutory and financial management: complying with statutory requirements and administering and managing relevant statutory trust funds effectively to ensure financial accountability.
I expect CAV to incorporate these expectations into business plans including milestones for when CAV will meet these expectations, and to report on progress against these expectations in CAV’s Annual Report. Business plans should also include appropriate milestones to review the content of this letter and to advise me when it needs to be updated or renewed.
I further expect that CAV, in conjunction with the Department of Government Services, will undertake a review of the expectations outlined in this letter as part of annual reporting obligations and advise me of any recommended updates.
I look forward to seeing CAV continue to work towards achieving best practice in the administration and enforcement of consumer regulation for the benefit of the Victorian community.
Sincerely,
The Hon Nick Staikos MP
Minister for Consumer Affairs
Minister for Local Government