Site map General Home Scams quiz Scams quiz About us Regulatory approach and compliance policy Our role Our regulatory approach Our compliance policy About court actions About enforceable undertakings About public warnings About infringement notices About inspections Our future direction Feedback and review Who we are and what we do Our role, scope and compliance policy Organisational structure Public committees and boards Business Licensing Authority Business Licensing Authority enquiry Information and privacy Estate Agents Council Motor Car Traders Claims Committee Residential Tenancies Bond Authority Sex Work Ministerial Advisory Committee Funds we administer Motor Car Traders Guarantee Fund Victorian Consumer Law Fund Victorian Property Fund Services we provide Annual report Statement of expectations Response to statement of expectations 2017-19 Statement of expectations 2017-19 Statement of expectations 2016-17 Response to statement of expectations 2016-17 Statement of expectations 2014-16 Response to statement of expectations 2014-16 Statement of expectations 2013-14 Response to statement of expectations 2013-14 Initiatives to reduce red tape Our media code of conduct Careers Latest news Events Newsletters Manage your subscriptions Unsubscribe Contact us Who to go to for help Resolve your problem or complaint Overview Know your rights Speak with the people involved Write to the people involved Taking your problem further When we get involved with a problem or complaint General enquiry General complaint Residential accommodation complaint Domestic building complaint Estate agent complaint Product safety complaint Report an issue Report a scam Report unfair business practices Report an unlicensed motor car trader Report your rooming house concerns Emergencies and urgent issues Provide feedback about Consumer Affairs Victoria Media contacts Licence/Registration application upload myCAV myCAV home Link to an organisation Create a myCAV account Create myCAV account - registration number Forgotten/reset password Sign in/Create a myCAV account RSS feeds Rss Housing Renting Types of rental agreements Tenancy agreement for rented premises Co-tenancy (joint tenancy) Sub-letting Sharing in a rooming house Minimum standards in rooming houses Meeting your gas and electrical safety obligations Public register of rooming houses Public register of rooming houses full list Residency in a caravan park Site agreement Checklist: signing a site agreement Boarding Holiday accommodation Commercial and retail leases Applying for a rental property or room Preparing your application Calculating rent Discrimination in renting Pets and renting Tenancy databases (blacklists) Beginning a lease or residency Before signing the lease New tenant checklist Paying rent and rent in advance Lodging the bond Director of Housing bond loans Deposits and guarantees Condition report Utilities, telephone, internet and television During a lease or residency Rent responsibilities and increases Rent responsibilities and receipts Rent increases Rent arrears Repairs, maintenance, and changes to the property Urgent repairs Urgent repairs - overview How to request urgent repairs If the landlord does not respond to your request for urgent repairs Applying to VCAT for a repair order Non-urgent repairs Applying to VCAT for a repair order Repairs under a site agreement Temporary accommodation during repairs Pests and infestations in a rented home Mould in a rented home Changing the locks Tenants installing fixtures and altering the rental property Efficient water appliances, fittings and fixtures Landlord or agent's right to enter the property Overview Rooming house owner entry rights and obligations Caravan park and site owner entry rights and obligations Conduct during inspections Safety advice for tenants and residents Gas appliances Smoke alarms and fire safety Swimming pools and spas Increasing capacity in a room Changing the rental agreement in violent situations When a tenant or landlord breaks the rules Ending a lease or residency If the tenant or resident wants to leave Tenant giving notice of intention to vacate Reasons for leaving a tenancy and minimum notice periods Ways to give notice of your intention to vacate If you do not give notice (if you break the lease) Rooming house resident giving notice of intention to vacate Caravan park resident giving notice of intention to vacate Site tenant giving notice of intention to vacate Ending co-tenancy, sub-tenancy or sub-let arrangements Transferring a lease Transferring and assigning rights - caravans and site agreements If the landlord or owner wants the tenant to leave Landlord giving notice to vacate Rooming house owner giving notice to vacate Caravan park owner giving notice to vacate Site owner or mortgagee giving notice to vacate Immediate notice - landlord or owner Challenging a notice to vacate Possession orders (eviction) Transferring the bond from one tenant to another Claiming the bond - tenants and residents Overview Agreeing on the bond How to claim a bond and timeframes How does the RTBA repay a bond? Problems with claiming the bond after a tenancy or residency ends Releasing or claiming the bond – landlords and owners Uncollected or uncashed rental bonds Goods left behind by tenants If a tenant abandons the property If a tenant or landlord dies Resolving disputes Using a property manager Penalties RentRight smartphone app Search rental bond information Buying and selling property Buying property Planning to buy property Research types of property to buy Understanding property prices Seek expert advice on property High-risk property investments Inspect properties before you buy Buying property at auction Buying property by private sale Property settlement Overview Before property settlement Settlement Building problems after settlement Selling property Preparing to sell your property Selling property with or without an agent Property sales method and price Selling property by private sale Selling property by auction Property deposits for sellers Conveyancing and contracts for sellers Property settlement Property data Compensation claims Checklists Due diligence checklist Buying property Buying an apartment or unit Selling property Definitions Building and renovating Plan and manage your building project Managing project costs About builders, tradespeople and other building practitioners Getting quotes Choosing a building team Communicating with your builder Contracts Pre-construction contracts Domestic Building Consumer Guide Foundations Deposits and payments Plans and permits Building progress Owner builders Building defects, delays and insolvency Disputes, defects and delays Warranties and guarantees Insurance and insolvency Checklists Building a home with a large building company Building a home with a smaller building company Owner builders Home improvements costing $10,000 or less Extensions and renovations costing more than $5,000 Outdoor home building projects Building contracts Changing a major domestic building contract Getting out of a building contract Plans and permits Implied warranties and domestic building insurance Paying for building work During construction When building work is complete Definitions Find information for your building project Questionnaire Owners corporations (formerly body corporate) Buying into an owners corporation What is an owners corporation? Two-lot subdivisions Prescribed owners corporations Multiple owners corporations Activating your owners corporation Company title and stratum title Meetings and committees Committees Role of chairperson Role of secretary Running meetings Annual general meeting Voting and ballot guidelines Working with your owners corporation manager Rules and resolving disputes Which owners corporations have rules? What can an owners corporation make rules about? How to make owners corporation rules Enforcing owners corporation rules Model rules Communication about rules Complaint handling Process for handling owners corporation complaints Internal dispute resolution Rules for grievance procedures If the problem is not resolved Resolving disputes through the Dispute Settlement Centre of Victoria Applying to the Victorian Civil and Administrative Tribunal Resolving disputes - company title and stratum title Property maintenance Maintenance plan Maintenance surveys, inspections and reviews Maintaining and improving common property Maintaining and renovating individual lots Developers' obligations Finance, insurance and record keeping Financial management Fees Maintenance fund Tax Insurance Records Definitions Retirement villages Choosing a retirement village What is a retirement village? Before choosing a retirement village Before signing a retirement village contract Types of retirement village contracts Cancelling a retirement village contract Public register of retirement villages Living in a retirement village Having a say in your retirement village Resolving disputes in your retirement village Organisations that help retirement village residents Leaving a retirement village Selling your retirement village strata unit Exit entitlements and aged care accommodation payments Ongoing charges when you leave a retirement village Can a retirement village operator make you leave the village? Fees and charges Entering a retirement village Living in a retirement village Leaving a retirement village Residential parks Products and services Refunds, repairs and returns Guarantees that apply automatically Warranties Types of warranties Repairs and replacements under warranty Expired warranty Warranty cards Rejecting and returning products Chargeback Receipts and other proof of transaction Sales, seconds, factory outlets, second hand - refunds Sales items - refunds Seconds or samples - refunds Factory outlets - refunds Second hand items - refunds Linked products and services Insolvency Damages and compensation Problems with a product Faulty product Products missing or damaged in transit Does not match the sample, description or demonstration model Does not do what the salesperson said, or the consumer asked for Caused damage to other property Cannot be repaired Does not have clear title Store or manufacturer responsibility Uncollected goods and vehicles Uncollected goods explained Disposing of uncollected goods Disposing of low-value uncollected goods and vehicles Disposing of medium-value uncollected goods Disposing of high-value uncollected goods and vehicles Disposing of perishable uncollected goods Applying for disposal orders When not to dispose of uncollected goods Written notice of intent to dispose Relevant charge Records of disposal Problem with a service Services not done with due care and skill Services not fit for a particular purpose Services took too long Services caused damage to property Cancelling a contract for services Booking travel Energy products and services Solar energy Price comparison services Embedded electricity networks Tips about energy products and services Resolve your energy retail problem Energy and water efficiency Smart meters Online shopping Buying from a private seller online Buying from an Australian business online Buying from an overseas seller online Safety tips Group buying and daily deals Penny auctions Business practices Lay-bys Gift vouchers and gift cards Store policies Change of mind 'No refund' signs Bag search policies 'You break, you buy' policies Original packaging Fees for browsing or trying things on - 'showrooming' Contracts Unfair contract terms Case studies - unfair contract terms Carpet and curtain businesses Health and fitness centres Mobile phone providers Vehicle hire businesses Guidance for tourism businesses Recreational businesses liability Advertising and promotions Misleading or deceptive conduct Pricing Information standards False or misleading representations Health claims Cash back free trials and bonus offers Door to door sales and telemarketing Door to door sales Telemarketing Referral selling Harassment and coercion Supply without a consumer request Unsolicited consumer agreements Pyramid schemes Country of origin claims Country of origin claims explained Criteria for country of origin claims Substantial transformation Egg labelling Parallel imports Penalties for businesses Australian Consumer Law Competition and Consumer Act 2010 Schedule 2 General penalties Penalties - unfair practices Penalties - unconscionable conduct Product safety and information penalties Penalties - unsolicited consumer agreements Penalties - substantiation notice Penalties - lay-by sales Penalties - country of origin claims Penalties - Australian Consumer Law and Fair Trading Act 2012 (Vic) Product safety Banned products and recalls Report an unsafe product Curtain and blind cord safety Play it safe at home Quad bike safety Product safety checklist for markets Cars Buying a new car Before you buy a new car Compare options Loans and finance Contracts and deposits Insurance 'Cash price' and 'drive away price' Pre-delivery check Additional fees and charges Cooling-off period Warranties Rent-to-buy and novated leasing Running costs and depreciation Buying a used car Before you buy a used car Compare options Loans and finance Service history and mechanical inspection Unregistered vehicles Determining the age of the car Vehicle status check Insurance Ways to buy a used car Licensed motor car trader Private seller Online Auction Rent-to-buy Novated leasing Motor car broker Additional fees and charges Cooling-off period Warranties Running costs and depreciation Maintenance and repairs Services and repairs If you are not happy with a repair Maintaining your car Damage by contaminated fuel Getting your car towed Failing to collect your vehicle Selling a car Car hire Compensation claims Parking payment notices in private car parks Licensing and registration About myCAV Builders and tradespeople Becoming a registered building practitioner Running your business Working with your client Giving quotes Quality control and complaints During construction and building completion Preliminary agreements Domestic building contracts Laws about home building contracts What work requires a building contract? Preparing a major domestic building contract Cooling off on a building contract Changing a domestic building contract price Deposits and payments Warranties and insurance Domestic building insurance Implied warranties on home building work Forms and notices Resolving building disputes Overview Discuss the issue with your client Put your concerns in writing Apply to DBDRV Penalties Checklists Becoming a registered building practitioner Pre-construction contracts Preparing a major domestic building contract Implied warranties and domestic building insurance Taking payments for building Working with your building client Definitions Caravan and residential park operators Park registration Residency, site agreements, holiday stays Site agreements Caravan park residency Rent, rules, repairs Residents' committees and resolving disputes Goods left behind or uncollected Travelling con men and scams Conveyancers Apply for a licence Individual licence Company licence Mutual recognition of interstate and New Zealand licences Sale of business Disqualification and permission Running your business Maintain your licence Update licence details Annual statement and fees Professional indemnity insurance Suspension and cancellation Office management and staffing - conveyancers Electronic settlement of property transactions Trust accounts Trust, transit and controlled moneys Opening a trust account Receiving trust money Payments from trust accounts Accounting for trust money Auditing trust accounts Closing trust accounts Rules of professional conduct Costs disclosure Complaint handling and dispute resolution Penalties Public register Fees and forms Co-operatives Summary of changes to the co-operatives law What is a co-operative? Register a co-operative Names, rules and disclosure statement Formation meeting Apply to register a co-operative Change from an incorporated body to a co-operative Responsibilities of a co-operative Make changes to a co-operative Membership rights and responsibilities Handling disputes in a co-operative Merge with or take over a co-operative Wind up a co-operative Search for a registered co-operative Penalties Fees and forms Debt collectors Become a debt collector Banned debt collection practices Restrictions Penalties Estate agents Agents' representatives Licensing Apply for a licence Individual Company Previously held a licence Interstate and New Zealand licences Overseas licences Maintain your licence Update details Annual statement and fees Licence cancellation Disqualification and permissions myCAV for estate agents Running your business Property management Self assessment checklist Advertising and representations Understanding underquoting Authorities, commissions and contracts Authorities, rebates and commission Contracts and disclosure statements Office management and staffing Establishing an estate agency Managing an estate agency office On-site estate agency offices Responsibility for estate agency staff Absence from an estate agency office Keeping estate agency records Trust accounts What is a trust account? Opening a trust account Receiving trust money Payments from trust accounts Accounting for trust money Auditing trust accounts Professional conduct Professional conduct and obligations Conducting a real estate auction Acting for a client Restrictions on buying a listed property Reporting unregistered rooming houses Estate agent licence lending Complaint handling and dispute resolution Definitions Penalties Public register Fees and forms Funeral providers Registration Running your business Price list requirements Customer quotation Pre-paid funerals Complaints handling procedure Sample complaints handling procedure Penalties Public register A to C D to G H to M N to R S to T U to Z 3000 to 3099 3100 to 3199 3200 to 3499 3500 to 3999 Introduction agents Become an introduction agent Introduction agreements Restrictions and penalties Limited partnerships Types of limited partnership Register a limited partnership Change a limited partnership End a limited partnership Search for a registered limited partnership Fees and forms Motor car traders Licensing Apply for a licence Associates Customer service employees Auto wreckers and recyclers Maintain your licence Annual statement and fees Update licence details Surrender or cancellation Disqualifications and permissions Unlicensed motor car trading Running your business Self assessment checklist Obligations - all car sales Obligations - used car sales Professional conduct Complaint handling and dispute resolution Auction house guidelines Definitions Penalties Public register Motor Car Traders Guarantee Fund claims register Claims admitted 2016-17 Motor Car Traders Guarantee Fund claims admitted 2015-16 Claims admitted 2014-15 Claims admitted 2013-14 Claims admitted 2012-13 Claims admitted 2011-12 Claims admitted 2010-11 Fees and forms Owners corporation managers Registration Apply for registration Update details Annual statement and fees Professional indemnity insurance Cancellation Running your business Contract, duties and powers Rules of professional conduct Financial information Disclosure Financial reporting Auditing of financial statements Bank accounts Voting by proxy Reporting Complaint handling and dispute resolution Overview Internal dispute resolution Dispute resolution through the Dispute Settlement Centre of Victoria (DSCV) Applying to the Victorian Civil and Administrative Tribunal (VCAT) Penalties Public register Fees and forms Retirement village operators Register a retirement village Change retirement village details Extinguish a charge or cancel a notice Good practice protocols Overview Changes to services Maintenance Service and capital charges Annual financial statement Marketing procedures Ongoing charges Refurbishment and reinstatement Internal dispute resolution guidelines Overview Manager's obligations Internal dispute resolution document Recording information Annual reporting responsibilities Unresolved complaints and disputes Factsheets and forms Rooming house operators Licensing - Rooming house operators Rooming house operators licensing scheme Rooming house operator licensing disqualification Apply for a licence Refusal of licence Update licence details Renew a licence myCAV for rooming house operators Running your business What must an operator give a new resident? Checklists for rooming house operators Rooming house inspections Closing a rooming house Definitions Penalties Public register Fees and forms Second-hand dealers and pawnbrokers Registration Apply for registration and endorsement Maintain/renew your registration Annual statement and fees Update details Surrender or cancellation Trading in cars, car parts and scrap metal Exemptions Disqualification and permission Associates Running your business Signs, notices and pawn tickets Evidence of identity Guarantees and product safety Disputes about ownership of second-hand goods Keeping records Loan period, storage, disposal and redemption of goods Residual equity Pawnbroker charges and restrictions Traders checklist Aboriginal heritage information New scrap metal laws Regulation Penalties Public register Fees and forms Sex work service providers Licensing Apply for a licence After you lodge your application Maintain or change your licence Disqualification Interests and associates Brothel managers Apply for approval After you apply Update or renew your approval Apply for permission - insolvent brothel managers Small owner-operators How to register Maintain or change your registration Running your business Licensee in effective control Advertising, licences and signage Occupational health and safety and cleaning Safety of sex workers, clients and brothel employees Sexual health of sex workers Inspections Definitions Sex work enquiries Public register Legislation and regulation Penalties Fees and forms Travel agents Clubs and fundraising Incorporated associations myCAV for incorporated associations Videos Frequently asked questions Become an incorporated association What is an incorporated association? Should your club incorporate? Register as an incorporated association Application to incorporate an association Running an incorporated association Rules Own rules Matters for own rules Annual statement Step-by-step summary Financial statements and auditing Lodging an annual statement Update details Secretary, committee, office holders, and delegates Secretary Committee and committee members Office holders Delegates Meetings Membership Resolving disputes Cancel, wind up or amalgamate Pending cancellation of incorporated associations Search for an incorporated association Penalties Fees and forms Fundraisers Search for a registered fundraiser What is a fundraiser? Registration Exemptions from registration Register as a fundraiser Beneficiaries Conditions on registration Refusal of registration Change registration details Renew registration Responsibilities Fines Patriotic funds What are patriotic funds? Establish a patriotic fund Trustee responsibilities Trustee obligations and tips Change of fund or trustee details Annual statement reporting Requests for further information Trustee also incorporated association Annual statement audit requirements Using patriotic funds What can patriotic funds be used for? Transfers and donations Investing and spending patriotic funds Keeping bank accounts Close or amalgamate a patriotic fund How we enforce the law Patriotic funds laws Compliance and enforcement Investigation powers Enforcement powers Working with trustees Appealing director decisions Funded services and grants Victorian Property Fund grants Environmentally sustainable housing funding round 2017-18 Victorian Property Fund grants program - housing funding round 2017-18 Financial Counselling Program 2017-21 Financial Counselling Program services Service delivery model induction tool Overview Practice elements Financially disadvantaged and vulnerable criteria Sample intake information Inter-agency casework referrals Client services Areas of legal advice from the Legal Advice Workers Line Non-client services Updates Update 8 Update 7 Update 6 Update 5 Update 4 Update 3 Update 2 Update 1 Tenancy and Consumer Program 2017-21 Tenancy Assistance and Advocacy Program Tenancy Assistance and Advocacy Program providers 2017-18 Tenancy Central Service Retirement Housing Assistance and Advocacy Program Consumer Assistance and Advocacy Program Resources and tools Forms and publications Legislation Legislation we administer Public consultations and reviews Estate Agents (Fees) Regulations 2018 - Regulatory Impact Statement Motor Car Traders (Fees) Regulations 2018 - Regulatory Impact Statement Motor Car Traders (General) Regulations 2018 Consumer property law review Options paper 1: Owners Corporations Act 2006 Options paper 2: Sale of land and business Options paper 3: Estate agents and conveyancers Issues paper 1: Conduct and institutional arrangements Issues paper 2: Owners corporations Issues paper 3: Sale of land and business Retirement Villages (Contractual Arrangements) Regulations 2017 - Regulatory Impact Statement Fairer Safer Housing - Review of the Residential Tenancies Act 1997 Warehousemen's Liens Act 1958 review Rooming house operators fees consultation Sex Work Regulations 2016 consultation Short-stay accommodation panel Other languages Other languages Amharic Overview Travelling con men Avoiding scams Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Arabic Overview Avoiding scams Buying a car Mobile phone contracts Travelling con men Underquoting My consumer rights videos Your shopping rights Door-to-door sales Your renting rights Burmese Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Underquoting Your shopping rights Door-to-door sales Your renting rights Chinese Overview Avoiding scams Mobile phone contracts Underquoting Travelling con men Buying a car Your shopping rights Door-to-door sales Your renting rights Minimum standards in rooming houses Chin Haka Overview Avoiding scams Mobile phone contracts Travelling con men Your shopping rights Door-to-door sales Your renting rights Buying a car Croatian Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Dari Overview Avoiding scams Travelling con men Buying a car Door-to-door sales Mobile phone contracts Understanding renting - videos Your renting rights Your shopping rights Dinka Overview Avoiding scams Buying a car Mobile phone contracts Travelling con men Your shopping rights My consumer rights videos Door-to-door sales Your renting rights English Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Underquoting Your shopping rights Door-to-door sales Your renting rights Farsi Persian Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts My consumer rights videos Your shopping rights Door-to-door sales Your renting rights Greek Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Hindi Overview Avoiding scams Travelling con men Buying a car Door-to-door sales Mobile phone contracts Underquoting Your renting rights Your shopping rights Italian Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Karen Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Underquoting Your shopping rights My consumer rights videos Door-to-door sales Your renting rights Korean Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Macedonian Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Maltese Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Nepalese Your renting rights Nuer Overview Avoiding scams Travelling con men Buying a car Door-to-door sales Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Portuguese Your renting rights Punjabi Overview Avoiding scams Russian Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Sinhalese Overview Avoiding scams Your renting rights Somali Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Spanish Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Swahili Overview Avoiding scams Travelling con men Buying a car Door-to-door sales Mobile phone contracts Your renting rights Your shopping rights Turkish Overview Avoiding scams Travelling con men Buying a car Mobile phone contracts Your shopping rights Door-to-door sales Your renting rights Urdu Your renting rights Vietnamese Overview Avoiding scams Travelling con men Buying a car Land banking schemes Mobile phone contracts Underquoting Your shopping rights Door-to-door sales Your renting rights Scams Avoiding scams If you are scammed Scam Savvy Real stories Travelling con men Consumer scams Online selling scam Romance scam Rental scam Rebate scam Investment scam Lottery scam Small business scams Unauthorised advertising scam Overpayment scam Computer repair scam Threat-based scams Domain name scam Unsolicited office supplies scam Scams quiz Scam quiz question descriptions Scam quiz questions Advice in a disaster Business recovery Buying and selling property Clean up, repairs and re-building Damaged vehicles Flood-damaged products Fundraising scams Insurance, banking and financial hardship Price rip-offs Renting – disaster advice Travel and holiday arrangements Apps and online tools Party for your rights Business resources License or register a business Small business Better business toolkit Complaint handling Australian Consumer Law resources Australian Consumer Law guides order form Develop a code of conduct About voluntary industry codes Drafting an effective code Compliance and monitoring Annual review report example Triennial review report example Consumer Policy Research Centre Consumers with a disability Your consumer rights Problems affecting consumers with a disability How to protect your rights How we can assist you Easy English Factsheets Organisations that can assist Data sets Dealing with debt collectors Family violence resources International students Koori resources Newsletters and social media Research studies Search public registers Teacher resources Videos Clips for kids Consuming clips Beat the game Consumer Stuff Film Fest winning entries 2014 winning entries 2013 winning entries 2012 winning entries Resources Primary teacher resources Secondary teacher resources Young consumers