In 2017–18, we provided information and advice to over 304,000 callers to our telephone service and responded to more than 65,000 written and online queries. Our social media presence continues to grow with 42,600 Facebook likes and 10,175 Twitter followers.
We received 3.6 million visits to our website, which provides education, advice and selfhelp resources in a range of formats that are easy to find, understand and act on.
We continued to focus on promoting scams awareness, with targeted campaigns to the Victorian community to help reduce detriment and harm.
In response to the recommendations of the Family Violence Royal Commission we enabled family violence training to over 200 financial counsellors across Victoria.
Almost 33,000 Victorians used our financial counselling service this year, including more than 2,400 victims of family violence through our specialist family violence financial counselling program.
Partnerships are important to us. We worked closely with the Dispute Settlement Centre of Victoria, transferring some of our relationship-based dispute resolution services to this team, and provided support to Domestic Building Dispute Resolution Victoria during a year of high demand for its services.
Information, advice and assistance provided to consumers
|Information and advice
|Advice provided to resolve disputes
|Letters and email contacts
|Facebook page likes
|YouTube video views4
|Face-to-face or intensive assistance (funded community services)
|Victorians assisted under the Consumer Assistance and Advocacy Program
|Clients assisted with financial counselling
1 An increase in uptake of our digital services resulted in a reduced need for further telephone assistance.
2 A new model of dispute resolution focused on front-line compliance and resolution, together with the establishment of Domestic Building Dispute Resolution Victoria and website improvements, have resulted in a decrease in disputes finalised.
3 CAV website visits for 2015–16 and 2016–17 have been adjusted to remove previously reported sessions attributed to uptime monitoring.
4 The release of three scam videos in May 2018 largely influenced the increase in YouTube video views.