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.
- 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.
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.