Other agencies

Other industry resolution schemes

Australian Financial Complaints Authority - www.afca.org.au/
A free service that resolves disputes between consumers and financial services providers.
1800 931 678

Public Transport Ombudsman (Vic) - www.ptovic.com.au
A free service that resolves complaints between consumers and Victorian public transport that have been unable to be resolved directly with the public transport operators.
1800 466 865

Telecommunications Industry Ombudsman (National) - http://www.tio.com.au
Free service that resolves complaints for residential and small business customers about their telephone and internet service.
1800 062 058

Victorian Ombudsman - www.ombudsman.vic.gov.au
Free service, resolving complaints about Victorian government departments, local government and most statutory authorities.
03 9613 6222 / 1800 806 314 (Regional) 

Commonwealth Ombudsman - www.ombudsman.gov.au
Free service resolving complaints about the administrative actions of Australian Government departments and agencies.
1300 362 072

Health Services Commissioner https://hcc.vic.gov.au/
Free service resolving complaints for consumers about a health service or health privacy.
1300 582 113

Credit and Investment Ombudsman (CIO) www.cio.org.au
Free service resolving customer complaints about financial services providers, including credit unions, building societies, non-bank lenders, mortgage and finance brokers, financial planners, investment managers and debt services.
1800 138 422

Government bodies

Consumer Affairs Victoria - www.consumer.vic.gov.au
Victoria’s consumer affairs regulator. Its purpose is to help Victorians traders and customers be responsible and informed.
1300 55 81 81

Victorian Civil and Administrative Tribunal (VCAT)www.vcat.vic.gov.au
​VCAT is a tribunal that hears and decides civil and administrative legal cases in the State of Victoria.
9628 9801

Australian Competition and Consumer Commission - www.accc.gov.au
Promotes competition and fair trade in the marketplace to benefit consumers, businesses and the community.
1300 302 502

Victorian Legal Aidwww.legalaid.vic.gov.au
Offers free legal information and advice in English as well as 23 other languages.
1300 792 387

Victorian Equal Opportunity and Human Rights Commission http://www.humanrightscommission.vic.gov.au/
Responsible for eliminating discrimination in Victoria. Offers information, education and consultancy services, conducts research and provides legal and policy advice.
1300 292 153

The Commissioner for Privacy and Data Protection - https://www.cpdp.vic.gov.au/
The key body regulating the way Victorian Government agencies and local councils collect and handle personal information.
1300 666 444

Australian Communications and Media Authority - www.acma.gov.au
A government agency responsible for the regulation of broadcasting, internet, radio communications and telecommunications.
1300 850 115

Essential Services Commissionwww.esc.vic.gov.au
The Victorian energy, water, local government and transport regulator.
9032 1300 or 1300 664 969

Energy Safe Victoriawww.esv.vic.gov.au
The technical regulator responsible for electricity, gas and pipeline safety in Victoria.
9203 9700

Family violence assistance

1800Respect – www.1800Respect.org.au
National family violence and sexual assault telephone counselling service for those seeking help for themselves, a friend, relative, colleague or client. Can be used by women and men.
Open 24/7
1800 737 732

Safe Steps Family Violence Response Centre – www.safesteps.org.au
Provides telephone crisis counselling, refuge referral, emergency accommodation, information and support for all women in Victoria.
Open 24/7
1800 015 188

Women’s Legal Service Victoria – www.womenslegal.org.au
Provides free and confidential legal advice, as well as assistance and referral for women.
Open – Monday 10am-1pm, Tuesday-Thursday 6.30pm-8.30pm and Wednesday 2pm-5pm.
1800 133 302

WIRE Women’s Information – www.wire.org.au
Walk-in centre: 372 Spencer Street, West Melbourne
Provides free information, support and referral information for Victorian women.
1300 134 130

Men’s Referral Servicehttp://www.ntvmrs.org.au/
An anonymous and confidential telephone service provided for men by men. Offering a central point of contact for men who want to stop violence or abusive behaviour towards their family.
1300 766 491

Financial assistance

National Debt Helplinewww.ndhl.org.au
Free, independent and confidential financial counselling service.
Open 9.30am–4.30pm, Monday to Friday.
1800 007 007

Other services

Complaint Line - www.complaintline.com.au
An online directory for Australian consumers, with links to external dispute resolution services.

Lifeline - https://www.lifeline.org.au/
Provides 24/7 crisis support and suicide prevention services.
13 11 14

Gambler’s Help - https://www.responsiblegambling.vic.gov.au/
Provides 24/7 immediate help and ongoing support to people who want to stop gambling and to people affected by someone else’s gambling.
1800 858 858