Our achievements

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Our achievements are presented under each of our outcomes, including data on our outputs and case studies highlighting our work.

Illustration of a man sitting at a table typing on his laptop. Text reads: 85,150 registered users on myCAV - our online management system. 117,390 myCAV transactions.

In 2018–19, we used a range of regulatory tools to address poor conduct by businesses and significant breaches of consumer protection laws. For an overview of our actions in meeting this outcome, see the table on page 10 of the Annual report 2018-19 (PDF, 818KB).

We continued to make it easier for businesses to comply with their obligations, with our online licensing and registration system, myCAV, expanding to include conveyancers and owners corporation managers.

Our underquoting campaign reminded estate agents of their obligations under the new laws, supporting them to be compliant.

We had a number of important outcomes in the Federal Court, including a $720,000 penalty to Melbourne South Eastern Real Estate Pty Ltd for engaging in misleading or deceptive conduct in property sales.

Our case against Judy Nguyen, the sole director of JNT Law Investments Pty Ltd was finalised, resulting in a prison sentence.

We responded quickly to emerging product safety issues, removing more than 45,700 non-compliant products.

Text reads: $720,000 penalty to Melbourne South Eastern Real Estate Pty Ltd for misleading buyers and making false representations about the sale of land. 20 months jail term for Judy Nguyen, sold director of JNT Law Investments Pty Ltd, for trust account breaches. Project Pilentum investigations of auction houses identified unlicensed motor car traders. We had three successful court outcomes and anticipate more.

For more information, see pages 9 – 17 of the Annual Report 2018-19 (PDF, 818KB).

Text reads: 3.67 million unique visits to our website. 62,860 responses to email and online queries. 295,955 telephone calls answered. $14.7 million for intensive assistance to more than 41,000 vulnerable and disadvantaged Victorians.

In 2018–19, we provided information and advice to more than 295,000 callers to our telephone service and responded to 62,860 written and online queries. Our social media presence continues to grow with 45,657 Facebook page likes and 10,240 Twitter followers.

We received more than 3.6 million visits to our website, which provides education, advice and self-help resources in formats that are easy to find, understand and act on. Our website continues to be the most popular channel for accessing our services.

While we provide the necessary information for consumers to resolve issues themselves, we recognise the importance of providing specialist services to Victorians in need of more intensive support. In 2018–19, more than 820 consumers were assisted by the Consumer Assistance and Advocacy Program, our state-wide advocacy service, and more than 32,400 by financial counselling services we support.

We also focused on making it easier for consumers to access clear and comprehensive building information by collaborating with other agencies to streamline and improve our services.

Illustration of two people carrying a small house. Text reads: We worked with the Victorian Building Authority, the Victorian Managed Insurance Authority and Domestic Building Dispute Resolution Victoria to increase consumer awareness of the services and support available for building matters.

For more information, see pages 18 – 21 of the Annual Report 2018-19 (PDF, 818KB).

Illustration of a house surrounded by flowers and a dog at the front. Text reads: 130+ reforms under the Residential Tenancies Amendment Act 2018 - culmination of three years' work that will change the rental landscape for the more than one in four Victorians who are renting. $19 million in grants from the Victorian Property Fund for seven community housing programs. 137 additional houses and apartments for low income and vulnerable and disadvantaged Victorians. $1.22 billion in bonds held with the Residential Tenancies Bond Authority. Five key reforms to the Sale of Land Act 1962 to address consumer detriment in the Victorian property market.

Residential tenancies continue to be one of the main reasons Victorians contact us. In 2018–19 we assisted 64,118 callers with residential tenancy matters and 73,446 callers to the Residential Tenancies Bond Authority (RTBA). The renting section on our website had the most views, with more than 2.2 million visits.

More than 8,100 renters received information and advocacy support under the Tenancy Assistance and Advocacy Program.

We completed our support for the Victorian Government’s Fairer, Safer, Housing review. The Residential Tenancies Amendment Act 2018, passed Parliament in September 2018 with a package of more than 130 reforms. Some of these have already been implemented.

We supported the establishment of the office of the Residential Tenancies Commissioner – the inaugural Commissioner, Dr Heather Holst, commenced her role in September 2018.

We implemented new laws to better protect residents of high-rise apartments from unruly parties in short-stay accommodation. Other key reforms were passed following the review of the Sale of Land Act 1962.

This year, the Minister for Consumer Affairs Marlene Kairouz awarded seven grants for community housing development projects to accommodate Victorians in need.

For more information, see pages 22 – 27 of the Annual Report 2018-19 (PDF, 818KB).