Our role, scope and policies


Consumer Affairs Victoria is a business unit of the Department of Justice & Regulation, within the Victorian government.

We are Victoria’s consumer affairs regulator. Our purpose is to help Victorians be responsible and informed businesses and consumers.

To do this we:

  • review and advise the state government on consumer legislation and industry codes. For a full list of legislation we administer and our public consultations and reviews, view our Legislation section
  • advise and educate consumers, tenants, businesses and landlords on their rights, responsibilities and changes to the law 
  • register and license businesses and occupations 
  • conciliate disputes between consumers and traders, and tenants and landlords 
  • enforce and ensure compliance with consumer laws.


The impact of our work is far-reaching. We advise and assist on topics including renting and accommodation, estate agents, building, shopping and trading.

We license or register and regulate a range of occupations, including estate agents, conveyancers, motor car traders, sex work service providers, owners corporation managers, second-hand dealers and pawnbrokers.

Our goals:

  • Businesses are compliant with consumer laws
  • Victorians exercise their consumer rights
  • A fair and safe rental market for Victorians
  • A modern and effective consumer law framework
  • A sustainable and innovative regulator.

Our policies

We have three policies that guide our actions:

  • enquiries policy - sets out the principles we adopt in responding to enquiries from consumers, traders, tenants and landlords 
  • conciliation policy - sets out the principles we adopt in conciliating consumer and tenancy complaints, our dispute resolution model, and the criteria we consider in determining whether we will undertake conciliation 
  • compliance and enforcement policy - sets out the principles we adopt in achieving business compliance with the law and undertaking enforcement action in the industries we regulate.

Last updated: 22/04/2017

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