Victorians exercise their consumer rights

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Highlights

We empower Victorians to exercise their consumer rights by providing them with information and support. We continue to work with partner organisations to improve the information we provide, and to target groups with specialised information needs.

In 2016-17, we provided information and advice to over 325,000 callers to our telephone service and responded to almost 60,000 written and online queries. Our social media presence continues to grow with over 36,500 Facebook likes and 9,487 Twitter followers.

In June 2017, we launched a new responsive website providing significant enhancements to usability and accessibility, and enabling seamless access from any device or platform.
Our digital first approach provides comprehensive web information that consumers, tenants and businesses can access about issues that affect them. In 2016–17, our website received almost four million visits, an increase of about 500,000 on the previous year. This channel continues to be the most frequented by those accessing our services.

Our myCAV registration system allows over 41,000 registered incorporated associations to access and update their information online. This year incorporated associations made more than 52,000 online transactions.

While we provide the necessary information for consumers to resolve issues themselves, we recognise the importance of providing specialised services to Victorians in need of more intensive support. In 2016-17, over 400 consumers were assisted by the Consumer Advice and Assistance Program, our state-wide advocacy service, and over 31,000 were supported by our financial counselling service.

Information, advice and assistance provided to consumers

2014-15

2015-16

2016-17

Information and advice


Calls answered 352,369 349,985 325,7731
Advice provided to resolve disputes
 
Disputes finalised 8,975 8,409 8,626
Digital


Website visits 2,942,816 3,456,755 3,956,932
Letters and email contacts 59,432 62,669 59,525
Twitter followers 6,832 8,120 9,487
Facebook page likes 23,628 28,548 36,555
YouTube video views 411,456 52,526 72,4882
Community information


Information sessions 931 831 946
Face-to-face or intensive assistance (funded community services)


Victorians assisted under the Consumer Advice and Assistance Program
446 429 430
Clients assisted with financial counselling
34,453 34,139 31,106
MoneyHelp3 website visits 878,029 640,020 565,214

1An increase in uptake of our digital services, with 500,000 more website visits in 2016-17, resulted in a reduced need for further telephone assistance.

2YouTube views in 2015-16 and 2016-17 were largely organic; in previous years, views were increased through paid promotion when YouTube videos were promoted as a key part of campaigns, such as ‘Stevie’s Scam School'.

3MoneyHelp is the website for the Victorian arm of the National Debt Helpline.