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Useful organisations

Australia and New Zealand Ombudsman Association

www.anzoa.com.au

Established in 2003, ANZOA is a professional association and the peak body for Ombudsman services in Australia and New Zealand.

ANZOA's members are individual Ombudsman offices working in not-for-profit industry-based, parliamentary and other statutory offices, which meet accepted high standards of independence, impartiality and effectiveness and observe the Benchmarks for Industry-Based Customer Dispute Resolution (CDR Benchmarks).

Through the Ombudsman’s membership of ANZOA, our staff benefit from the professional development opportunities offered by participation in ANZOA’s interest groups, for staff who perform similar roles. More information can be found on ANZOA's website.

Financial Counselling Australia

www.financialcounsellingaustralia.org.au

Financial Counselling Australia (FCA) is the peak body for financial counsellors in Australia. They provide information, support and advocacy to people in financial difficulty.

1800 007 007

Lifeline

www.lifeline.org.au

Lifeline is a national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.

24 Hour Telephone Crisis Line – 13 11 14

The Australian Competition and Consumer Commission's Consumer and Business Directory

www.accc.gov.au

The Consumer and Business Directory provides a one stop shop of links and contacts for consumers and small businesses. It is a database of contact details of organisations that provide assistance or advice to individuals and small businesses.

Everyday-Law

www.everyday-law.org.au

Everyday-Law has been developed to help Victorians better understand the law and the legal system by providing reliable, easy-to-understand legal information in one spot. Everyday-Law is published by the Victoria Law Foundation, an independent, not-for-profit body funded by the Legal Services Board.


Other industry complaint resolution bodies:

Australian Direct Marketing Association

www.adma.com.au

Industry association that develops a code of practice for direct marketing.

Credit Ombudsman Services Limited

www.cosl.com.au

Provides consumers and financial service providers an accessible, independent and fair dispute resolution service.

Energy and Water Ombudsman NSW

www.ewon.com.au

Government approved dispute resolution scheme for New South Wales electricity and gas customers, and some water customers.

Energy and Water Ombudsman (Vic.)

www.ewov.com.au

Has the power to investigate and resolve disputes between Victorian consumers and their electricity, gas and water companies.

Energy Industry Ombudsman (SA)

www.eiosa.com.au

An independent, free service available to South Australian domestic and business electricity and gas customers.

Energy and Water Ombudsman (Qld)

www.ewoq.com.au

A free, fair and independent dispute resolution service if you are unable to resolve a complaint with your electricity, gas or water supplier.

Energy Ombudsman (Tas.)

www.energyombudsman.tas.gov.au

A free, fair and independent dispute resolution service for electricity and natural gas consumers who have been unable to resolve a complaint with their energy retailer or distributor.

Financial Ombudsman Service

www.fos.org.au

A free service that resolves disputes between consumers and financial services providers.

Public Transport Ombudsman (Vic.)

www.ptovic.com.au

Deals with complaints about Victorian public transport that members of the community have been unable to resolve directly with the public transport operators.


Parliamentary Ombudsman offices:

Commonwealth Ombudsman

www.ombudsman.gov.au

Deals with complaints about the administrative actions of Australian Government departments and agencies.

Ombudsman for the Northern Territory

www.ombudsman.nt.gov.au

Takes complaints about Northern Territory government departments and agencies.

Ombudsman South Australia

www.ombudsman.sa.gov.au

Deals with complaints about South Australian government departments, statutory authorities and local governments.

Ombudsman Tasmania

www.ombudsman.tas.gov.au

Deals with complaints about the administrative actions of government departments, councils and public authorities (the Ombudsman Tasmania is also the Energy Ombudsman Tasmania).

Ombudsman Western Australia

www.ombudsman.wa.gov.au

Deals with complaints about Western Australian government departments, statutory authorities and local governments.

NSW Ombudsman

www.ombo.nsw.gov.au

Deals with complaints about NSW government departments, statutory authorities and local governments.

Queensland Ombudsman

www.ombudsman.qld.gov.au

Deals with complaints about Queensland government departments, statutory authorities and local governments.

Victorian Ombudsman

www.ombudsman.vic.gov.au

Deals with complaints about Victorian government departments, most statutory authorities and local government.


Government bodies:

Australian Competition and Consumer Commission

www.accc.gov.au

Promotes competition and fair trade in the marketplace to benefit consumers, businesses and the community.

Australian Communications and Media Authority

www.acma.gov.au

A government agency responsible for the regulation of broadcasting, the internet, radio communications and telecommunications.

Consumer Affairs (NT)

www.consumeraffairs.nt.gov.au

Aims to promote and regulate responsible business conduct through administration of a regulatory system that protects consumer interests.

Consumer Affairs Victoria

www.consumer.vic.gov.au

Victoria’s consumer affairs regulator. Its purpose is to help Victorians be responsible and informed traders and consumers.

Consumer and Business Services (SA)

www.ocba.sa.gov.au

Supports the Commissioner for Consumer Affairs to fulfil the statutory obligations set out in the Fair Trading Act 1987

Department of Communications

www.communications.gov.au

The Department has four strategic priorities: enhancing digital productivity, enhancing digital infrastructure, promoting efficient communications markets and strengthening our capabilities.

Department of Commerce (WA)

www.commerce.wa.gov.au

Works with the community to ensure high standards of safety and protection for workers and consumers, and promotes and fosters innovative industries, science and enterprise.

Fair Trading (NSW)

www.fairtrading.nsw.gov.au

Safeguards the rights of all consumers and advises business and traders on fair and ethical practice.

Fair Trading (Qld)

www.fairtrading.qld.gov.au

Undertakes and coordinates statewide compliance and enforcement activities to promote a competitive, fair and informed marketplace.

Office of Consumer Affairs and Fair Trading (Tas)

www.consumer.tas.gov.au

Promoting integrity, fairness and safety for consumers and providing a high standard of service to the Tasmanian Community.

Office of Regulatory Services Fair Trading (ACT)

www.ors.act.gov.au/community/fair_trading

Assists and protects the community through the administration of fair trading legislation.


Telecommunications industry bodies and associations:

Australian Mobile Telecommunications Association

www.amta.org.au

The peak industry body representing Australia’s mobile telecommunications industry.

Communications Alliance Ltd

www.commsalliance.com.au

Communications Alliance is the primary telecommunications industry body in Australia.

Internet Industry Association

www.iia.net.au

Policy, advocacy and representation for Australian internet businesses.

Communications Compliance

www.commcom.com.au

Independent body that oversees telco compliance with the Telecommunications Consumer Protections Code 2015.


Consumer organisations:

Australian Communications Consumer Action Network

www.accan.org.au

Peak body that represents all consumers on communications issues including telecommunications, broadband and emerging new services.

Choice

www.choice.com.au

Independent consumer organisation.

Excess data usage

Brenda - Case Study

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

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