Submission. Consumer Voices; Sustaining advocacy and research in Australia s new consumer policy framework.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Submission. Consumer Voices; Sustaining advocacy and research in Australia s new consumer policy framework."

Transcription

1 Submission Consumer Voices; Sustaining advocacy and research in Australia s new consumer policy framework. 1. Introduction; This submission has been prepared by the Consumer Credit Legal Service of Western Australia (CCLSWA). CCLSWA is an accredited community legal centre and a member of both the Community Legal Centre s Association of WA and the National Association of Community Legal Centres. Incorporated in 1993 CCLSWA has been dealing with consumer credit matters for 16 years and at present is providing legal advice and information to over 1000 clients each financial year. Over the past 12 months we have we have experienced a substantial increase in demand, particularly in the areas of mortgage repossession, credit card debt and vehicle repossession. CCLSWA has six paid staff, including 4 lawyers (approximately 2.8 FTE). Due to the high demand for our specialist services CCLSWA has also started to operate a volunteer Paralegal Program, with several law students aiding in the delivery of services. CCLSWA core activities involve the operation of our advice line, casework and representation to those in need. This direct client service interface provides us with an up to date and realistic understanding of the consumer issues and disputes that are most prevalent in the community and the feedback we receive from community members is invaluable in progressing outcomes. Feedback on vital consumer issues is also received by financial counsellors, who attend training sessions and credit & debt network meetings organised by CCLSWA. While our resources are limited, CCLSWA is also involved in the area of law reform, as evidenced by our recent submission to the Federal Government on the new consumer credit reforms. It is from this vantage point that we present this submission. In order to inform ourselves and others of consumer advocacy issues, we utilise information gained from various sources (i.e. direct client contact, networking with other community organisations, feedback from training participants and an analysis of the issues most in need of resolution as sourced from the advice line). We do recognise however that this combination of service delivery, high demand, consultation, research and analysis can impact on our capacity to maintain quality services, hence our desire to put forward the points of view and ideas expressed in this paper. 2. Purpose of the Consumer Voice consultation; In the paper, Consumer Voices; Sustaining advocacy and research in Australia s new consumer policy framework (Issues Paper 8 May 2009), it is noted that the Australian Government is seeking views of interested stakeholders on sustaining consumer advocacy and consumer policy-focused research in the medium to long term. In conducting this consultation process the government is mindful of the need to develop arrangements to provide additional public funding to ; Help support the basic operation costs of a representative national peak consumer body;

2 Assist the networking and policy functions of general consumer advocacy groups; and Enable the expansion in policy-related consumer research. The paper goes on to say that the Government is seeking views relevant to certain questions on the areas of consumer advocacy issues, and Consumer policyfocused research. It is from these questions that we provide brief comments. The views expressed below represent our experience, observations and potential innovations relative to this subject. 3. The effectiveness of existing institutional frameworks for consumer advocacy, within the Australia Government and the governments of the States and Territories. In terms of effective government institutional frameworks, consumers in Western Australia have generally had access to the Department of Commerce (formally known as the Department of Consumer & Employment Protection). According to their website the Consumer Division of the Department of Commerce (DOC) promotes consumer protection and fair trading in WA by; Providing information and advice to consumers and traders about their rights and responsibilities; Helping consumers resolve disputes with traders; Investigating complaints about unfair trading practices; Prosecuting unscrupulous traders; Regulating and licensing some business activities; and Developing legislation that protects consumers. Apart from the fact that the DOC is a large government bureaucracy, which is not always the best model for consumer advocacy at an individual/community level, DOC perform an effective but limited role relevant to consumer advocacy in this State. However one of the major issues emerging is that the regulation of consumer credit will soon be moving from DOC to the Australian Securities & Investments Commission (ASIC). A major side effect of this transfer of powers is that DOC will no longer manage applications for debt relief (in circumstances of relevant hardship under the consumer credit code). DOC used to provide this service to consumers via their Credit Relief Hotline, or by . As noted on their site. If appropriate, on behalf of consumers they would discuss your situation with your credit provider and seek to negotiate a hardship variation or beneficial change to you loan contract. ASIC has already indicated that this service will not be replicated within their jurisdiction as it does not fit within their service model. In terms of the government sector, this represents a major winding back of effectiveness relevant to the consumer advocacy of Western Australians. Granted, this issue is a barrier at an individual basis, rather then a systemic barrier. However we would expect the withdrawal of the credit relief service to have a direct impact on CCLSWA, by increasing demand for hardship assistance and putting further strain on our ability to contribute to law reform and government consultation. In this respect we believe that the Federal Government needs to provide a greater level of funding to organisations that can assist clients with issues such as debt relief under national consumer credit laws; given the organisational restructure and regulatory changes occurring in WA.

3 4. Ways in which support for consumer advocacy can be facilitated and improved. Support for consumer advocacy can be facilitated and improved in the following ways; Direct access to department heads at a government level; On some occasions, consumer groups at a community level will come across a wall of bureaucracy when making representations and enquiries on behalf of their clients (so in this respect we are referring more to individual advocacy, rather then systemic advocacy). Some government departments are not adequately responsive to these representations and indeed it is not uncommon for calls to be hand passed from one officer to another. Professional and accountable not for profit organisations that deal with disadvantaged consumers need to be recognised and protocols need to be in place to enable an exchange of information and dispute resolution. As a last resort, appropriate organisations should have direct access to department heads, and in extreme cases, the relevant Minister. While we do acknowledge that this process of communication already takes place, there is no convenient or readily identifiable system. We are aware that many consumer issues take months and hours or advocacy to resolve, when all that should have been required is a simple phone call. Alternatively, departments should appoint a Consumer Liaison Officer that is able to consult and liaise with community organisation when difficult consumer protection issues arise. This officer could also bring serious disputes and systemic issues to the department head. Improved access to executives and managers in the private sector; Appropriate government departments could promote opportunities for the private sector and advocacy groups to network and collaborate in suitable ventures. Interfacing with the private sector on behalf of consumers can be a positive thing for both the community and for business. Greater opportunities for formal discourse may be beneficial in identifying systemic issues and working through realistic options to resolve them. Pro bono consumer advocacy coordination; A clearinghouse of consumer advocacy issues could be established, whereby lawyers, accountants, safety experts and other appropriate professionals may be able to register their availability to undertake certain types of consumer advocacy. With additional funds for administration and coordination, this type of initiative could be undertaken by an established service with requisite skills in consumer advocacy. The type of pro bono cases taken on would be dependant on specific merits of the case and the relative disadvantage of the client. 5. The effectiveness of the Australian Government consumer policy consultation consultative processes, and whether other mechanisms for making consumer views known to governments might be more effective. Some points to be made in relation to this question are as follows; Ineffective timeframes for comment; Often the government/s in various jurisdictions call for submissions into a number of consumer related issues. These may pertain to legislation, regulation, policy and other systemic matters. However, in our experience the timeframe in which to comment and prepare a submission on these matters is rarely sufficient, particularly for smaller agencies coping with front line service delivery to consumers.

4 Feedback on recommendations and/or submissions; Agencies often dedicate numerous hours (often unpaid) toward the preparation of submissions and subsequent recommendations to government/s. It is often the case that the decision making process (review process) that precedes the cut off date for submissions is much shorter then the actual time allowed to prepare comments/submissions. Which raises the distinct possibility that certain policy directions and decisions have already been made and, on the face of it, the consultative process is more window dressing, as opposed to a realistic opportunity to contribute to public policy and future directions. Conversely, there are some review processes that drag on for years after public consultation has passed (the current review of the Residential Tenancies Act 1987 (WA) is a case in point). In order to allay some of these concerns and what some may call cynical attitudes, some form of feedback process may be beneficial for those that make such a request. In this way agencies and consumer advocacy groups can become more educated in the thinking processes of government or the rational of reform or inaction. Feedback opportunities are already in place relevant to tenders for funding. This issue of feedback may promote a more accountable consultative process and make Australian Government policy consultation consultative processes more effective. 6. The effectiveness of existing government support (including financial support) for consumer advocacy, and ideas as to how such support can more effectively be sustained through the medium to long term. Financial support; Throughout this paper we have either directly or indirectly made comment on the pressures and capacity issues that place enormous burdens on some agencies representing consumers and advocating in areas of consumer protection. It can be difficult to postulate a position that is likely to be interpreted as self servicing, however there is clearly a correlation between the capacities of organisations to effectively participate in consumer advocacy; and funding available in which to budget for appropriate activities. Ideas as to how financial support can be more effectively sustained include; Identify alternative funding; In relation to fees, charges and fines paid by business (relating to licensing, prosecutions and other regulatory costs), a percentage of this money could be placed in a fund that could in turn be distributed to agencies that specialise in the specific areas of consumer advocacy. A funding model could be established, with agencies becoming eligible through some process of accreditation. Another example of alternative funding is the model used in the United Kingdom to fund the Consumer Credit Counselling Service, which is a charity that receives contributions from the credit industry equal to about 11% of the money channelled via debt management plans. Increase to core funding; As noted in the Consumer Voices Paper, this country is entering into a New Australian Consumer Policy Environment, largely through the harmonisation of consumer laws and their administration across jurisdictions. With current trends in unemployment and the global financial crisis at out doorstep, this represents a major challenge of not-for-profit community based consumer advocacy agencies and this needs to be recognised by an increase in core funding. An increase in core funding should not solely be about increasing the capacity of agencies (to see more clients and undertake more casework), but this increase should acknowledge that many agencies are currently working beyond capacity and a rationalisation of client intake needs to occur unless changes are made. The lack of appropriate funding does not only affect client capacity, but has ramifications in

5 the area of staff retention, community education, law reform, consultation, systems and operations, infrastructure and staff well-being. 7. Current Gaps in the consumer policy evidence in Australia. Utilising some of the sub-headings on this topic from Consumer Voices, we would like to make the following observations; Consumer detriment; As noted, A key concern of consumer policy is addressing consumer detriment arising from harmful, exploitative or problematic conduct by traders, product safety issues or the effect of existing laws (page 13). Agencies with direct client contact providing advocacy and advice relative to consumer detriment are clearly in an ideal position to collect this evidence. However the realities of service provision and increased demand means that much of the evidence and identified trends can go unnoticed and undocumented. It is true that most agencies will, in their reporting frameworks, identify case studies and immerging issues, but this is done in a pressured environment with a focus on reporting deadlines. Whist agencies strive to accomplish systemic advocacy, the very nature of our work and the available resources mean that individual casework and accompanying outcomes remain our bread and butter. In this regard agencies that provide consumer advocacy ought o be adequately funded to put systems and analysis in place that is aimed specifically at identifying harmful, exploitative and problematic conduct. The merits of policy action, and of alternative policy options; In considering consumer detriment, Consumer Voices rightly questions the use of policy intervention and the available options. In the consideration of these matters it is important to consider the respective advantages and disadvantages of each option, the strengths, weaknesses, opportunities and threats associated with various options and whether a particular policy intervention provides a higher net benefit to the community than alternative policy responses (page 14). This is a major issue (evidence gap) faced by governments at all levels and the reasons underlining this opinion include matters already raised (i.e. inappropriate timeframes for feedback/consultation). When considering the weight of apparent evidence gaps in making policy choices, there is not enough emphasis on; Identifying how different cultural groups will be affected (i.e. CCLSWA have identified issues relevant to identity theft in the African community here in WA and subtle changes to policy in this area would benefit from an analysis of this significant trend). An understanding of how some individuals or businesses may target vulnerable people (and therefore a vigorous process of redress needs to be taken into account when policy intervention is being considered). The nature of consumer behaviour, and the influences that may impact on it; Consumer Voices makes the point that consumers sometimes fail to behave in their own best interests, based on their psychology, the changing market landscape and changes in consumer characteristics and as an effect this means developing effective policies requires a better understanding of how consumers make decisions in different markets (page 14). On this point we would merely like to point out that the availability of credit cards for internet contracts and transactions can be a massive detriment to

6 consumers with a mental health issue. Legislation relating to contractual arrangements where there is no verbal or personal interaction between the parties needs to be in place. The most effective tools for addressing consumer detriment and dealing with consumer disadvantage and vulnerability; Consumer Voices highlights an area that CCLSWA has taken considerable interest in, noting that within society there are likely to be groups of people who are more susceptible to determent then others (page 14). From this perspective, we would again put forward the view that organisations with direct client contact, pursing client outcomes, are in the best position to understand emerging vulnerabilities and behaviours of such groups. The problem has always been that, due to resources, client outcomes are considered core business and peripheral matters all too often take a back seat. If the government wants that change this, organisations need sufficient funding to (a) properly expand their community development strategies and activities, (b) to spend a greater proportion of their time on service development (with a focus on greater access and inclusion for those most vulnerable), and (c) to also undertake major preventative programs to interface with vulnerable communities and the organisations and/or systemic obstacles that affect them. 8. Peak organisations. Consumer Voices has commented on the possibility of Help to support the basic operation costs of a representative national peak consumer body. While not wishing to comment on who might be best placed to establish this funded body, we would make the point that any national peak consumer body would need to; Have persons representing the interests of Indigenous Australians. Have persons representing the interests of those with a disability. Have representation from every State and Territory. Have formal, accountable and transparent mechanisms in place to enable its membership to contribute to public policy and consumer matters. Consumer Credit Legal Service (WA) Inc Level 1/ 231 Adelaide Terrace Perth WA th July 2001.

Submission to the Australian Government Attorney-General s Department, the Honourable Robert McClelland MP

Submission to the Australian Government Attorney-General s Department, the Honourable Robert McClelland MP Submission to the Australian Government Attorney-General s Department, the Honourable Robert McClelland MP Reform of Commonwealth legal service purchasing proposals 6 June 2008 Public Interest Law Clearing

More information

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS Attachment 1 Position Title: Programs & Client Relations Manager Responsible to: Chief Executive Officer Responsibility: Programs Management and Client

More information

COMMONWEALTH GOVERNMENT RESPONSE TO THE PRODUCTIVITY COMMISSION INQUIRY: THE MARKET FOR RETAIL TENANCY LEASES IN AUSTRALIA

COMMONWEALTH GOVERNMENT RESPONSE TO THE PRODUCTIVITY COMMISSION INQUIRY: THE MARKET FOR RETAIL TENANCY LEASES IN AUSTRALIA COMMONWEALTH GOVERNMENT RESPONSE TO THE PRODUCTIVITY COMMISSION INQUIRY: THE MARKET FOR RETAIL TENANCY LEASES IN AUSTRALIA August 2008 SUMMARY 1. The former Treasurer asked the Productivity Commission

More information

SUBMISSION TO THE AMERICAN BAR ASSOCIATION COMMISSION ON THE FUTURE OF LEGAL SERVICES

SUBMISSION TO THE AMERICAN BAR ASSOCIATION COMMISSION ON THE FUTURE OF LEGAL SERVICES SUBMISSION TO THE AMERICAN BAR ASSOCIATION COMMISSION ON THE FUTURE OF LEGAL SERVICES 1. INTRODUCTION Slater and Gordon is pleased to provide a submission to the American Bar Association s Commission on

More information

AASW Response to the NSW Compulsory Third Party Green Slip Insurance Scheme Reforms [NSW Government Motor Accidents Authority]

AASW Response to the NSW Compulsory Third Party Green Slip Insurance Scheme Reforms [NSW Government Motor Accidents Authority] AASW Response to the NSW Compulsory Third Party Green Slip Insurance Scheme Reforms [NSW Government Motor Accidents Authority] April, 2013 Australian Association of Social Workers National Office Canberra

More information

Submission: National Registration and Accreditation for Psychology

Submission: National Registration and Accreditation for Psychology Submission: National Registration and Accreditation for Psychology Contact Details: Dr Jillian Horton Clinical Psychologist President of the Institute of private practicing Clinical Psychologists Mail

More information

APHA Response to the Draft Report (Sept 2014) The Competition Policy Review - 2014. Australian Private Hospitals Association ABN 82 008 623 809

APHA Response to the Draft Report (Sept 2014) The Competition Policy Review - 2014. Australian Private Hospitals Association ABN 82 008 623 809 APHA Response to the Draft Report (Sept 2014) The Competition Policy Review - 2014 Australian Private Hospitals Association ABN 82 008 623 809 Executive Summary The Australian Private Hospitals Association

More information

Human Resource Change Management Plan

Human Resource Change Management Plan Structural Reform in Western Australian Local Governments Human Resource Change Management Plan A resource for the progression of your workforce through the structural reform process Contents Human Resource

More information

Submission: Productivity Commission May 2014. Access to Justice

Submission: Productivity Commission May 2014. Access to Justice Submission: Productivity Commission May 2014 Access to Justice Inquiries to: Ms Julie Phillips Manager Disability Discrimination Legal Service Inc Ph: (03) 9654-8644 Email: info@ddls.org.au Web: www.communitylaw.org.au/ddls

More information

Information Statement

Information Statement FOI FOI FOI Freedom of Information Act 1992 Small Business Development Corporation Information Statement November 2014 INTRODUCTION... 1 ABOUT SBDC... 2 WHO WE ARE... 2 OUR ROLE... 2 OUR VISION... 2 OUR

More information

Office of the Small Business Commissioner

Office of the Small Business Commissioner Office of the Small Business Commissioner 2 Office of the Small Business Commissioner Overview NSW has a relative advantage as the most populous Australian state and home to the largest concentration of

More information

Submission on the Proposal for a National Energy Consumer Advocacy Body

Submission on the Proposal for a National Energy Consumer Advocacy Body Department of Energy and Water Supply Submission on the Proposal for a National Energy Consumer Advocacy Body Key Issues Queensland welcomes the opportunity to make a submission on the development of options

More information

Consumer Action Law Centre Policy and Campaigns Plan 2015-16

Consumer Action Law Centre Policy and Campaigns Plan 2015-16 Consumer Action Law Centre Policy and Campaigns Plan 2015-16 Consumer Action Law Centre is an independent, not-for profit consumer organisation based in Melbourne. We work to advance fairness in consumer

More information

Debt management (and credit repair services) guidance: A consultation (OFT1338con) A Response by Credit Action

Debt management (and credit repair services) guidance: A consultation (OFT1338con) A Response by Credit Action Debt management (and credit repair services) guidance: A consultation (OFT1338con) A Response by Credit Action Background Credit Action is a national money education charity (registered Charity in England

More information

2.0 Service Providers Responsibilities:

2.0 Service Providers Responsibilities: 2.0 Service Providers Responsibilities: maintaining the independence of service delivery; recognising the importance of and supporting the ongoing Professional Development needs of Financial Counselling

More information

NATIONAL PARTNERSHIP AGREEMENT ON EARLY CHILDHOOD EDUCATION

NATIONAL PARTNERSHIP AGREEMENT ON EARLY CHILDHOOD EDUCATION NATIONAL PARTNERSHIP AGREEMENT ON EARLY CHILDHOOD EDUCATION Council of Australian Governments An agreement between the Commonwealth of Australia and the States and Territories, being: the State of New

More information

COMMONWEALTH COMMUNITY LEGAL SERVICES PROGRAMME

COMMONWEALTH COMMUNITY LEGAL SERVICES PROGRAMME COMMONWEALTH COMMUNITY LEGAL SERVICES PROGRAMME GUIDELINES Effective 1 July 2014 TABLE OF CONTENTS 2 About the CCLSP Guidelines... 4 1. THE COMMONWEALTH COMMUNITY LEGAL SERVICES PROGRAMME - INTRODUCTION

More information

Submission to the Department of Commerce. Response to Statutory Review of Residential Parks (Long- Stay Tenants) Act 2006.

Submission to the Department of Commerce. Response to Statutory Review of Residential Parks (Long- Stay Tenants) Act 2006. Submission to the Department of Commerce Response to Statutory Review of Residential Parks (Long- Stay Tenants) Act 2006 September 2014 Page 1 of 12 About Tenancy WA Tenancy WA Inc. is an independent not-for-profit

More information

Australian Charities and Not-for-profits Commission: Regulatory Approach Statement

Australian Charities and Not-for-profits Commission: Regulatory Approach Statement Australian Charities and Not-for-profits Commission: Regulatory Approach Statement This statement sets out the regulatory approach of the Australian Charities and Not-for-profits Commission (ACNC). It

More information

Review of the General Insurance Code of Practice

Review of the General Insurance Code of Practice Flemington & Kensington Community Legal Centre Inc. Review of the General Insurance Code of Practice Joint Submission to the Insurance Council of Australia on its Review of the General Insurance Code of

More information

Redfern Legal Centre provides its comments on the topics for discussion in the attached submission.

Redfern Legal Centre provides its comments on the topics for discussion in the attached submission. The Treasury Langton Crescent PARKES ACT 2600 Email: SALpaper@treasury.gov.au Attention: Christian Mikula 7 May 2012 Dear Mr Mikula, Thank you for the opportunity to provide comments on Treasury s April

More information

STRATEGIC PLAN 2014-2017 PROMOTING AFFORDABLE HOUSING AND WORKING TOWARDS THE ELIMINATION OF HOMELESSNESS IN WESTERN AUSTRALIA

STRATEGIC PLAN 2014-2017 PROMOTING AFFORDABLE HOUSING AND WORKING TOWARDS THE ELIMINATION OF HOMELESSNESS IN WESTERN AUSTRALIA STRATEGIC PLAN 2014-2017 PROMOTING AFFORDABLE HOUSING AND WORKING TOWARDS THE ELIMINATION OF HOMELESSNESS IN WESTERN AUSTRALIA Contents Foreword... 1 Shelter WA... 2 Strategic Priorities... 5 Policy Advice...

More information

Position Description

Position Description Seniors Rights Victoria Position Description Title: Classification: Salary Sacrificing: Employment: Hours of Work: Reports to: COMMUNITY LAWYER As per Social, Home Care and Disability Services Industry

More information

Financial Services and Credit Reform Green Paper

Financial Services and Credit Reform Green Paper THE FINANCE BROKERS ASSOCIATION OF AUSTRALIA (FBAA) MAKES THIS SUBMISSION TO THE Financial Services and Credit Reform Green Paper Corporations and Financial Services Division Treasury Langton Crescent

More information

Submission by the Australian Newsagents Federation (ANF)

Submission by the Australian Newsagents Federation (ANF) Submission by the Australian Newsagents Federation (ANF) Resolution of Small Business Disputes Options Paper May 2011 30 th of June 2011 ANF Submission on Resolution of Small Business Disputes Options

More information

Disability Action Plan

Disability Action Plan Disability Action Plan The LIV Disability Action Plan aims to: provide equal opportunity for people with disabilities to participate in and contribute to the full range of activities of the LIV; promote

More information

PWD ACT Inc. This submission is made by People With Disabilities ACT (PWD ACT) the peak consumer organisation for people with disabilities in the ACT.

PWD ACT Inc. This submission is made by People With Disabilities ACT (PWD ACT) the peak consumer organisation for people with disabilities in the ACT. PWD ACT Inc PO Box 717 Mawson ACT 2607 W. www.pwdact.org.au E. pwdact@shout.org.au P. 02 6286 4223 Introduction This submission is made by People With Disabilities ACT (PWD ACT) the peak consumer organisation

More information

THE ROLE OF THE PSYCHOLOGIST WORKING WITH SCHOOL AGE CHILDREN WITH AN INTELLECTUAL DISABILITY

THE ROLE OF THE PSYCHOLOGIST WORKING WITH SCHOOL AGE CHILDREN WITH AN INTELLECTUAL DISABILITY THE ROLE OF THE PSYCHOLOGIST WORKING WITH SCHOOL AGE CHILDREN WITH AN INTELLECTUAL DISABILITY A Brothers of Charity Guidelines document for psychologists working in Special Schools in the Southern Services

More information

Staying Connected. Hardship policy and program details. 1. Overview

Staying Connected. Hardship policy and program details. 1. Overview Staying Connected Hardship policy and program details 1. Overview Staying Connected is AGL s national hardship program. Launched in early 2003, the program was developed in consultation with AGL s Customer

More information

in the ALRC Discussion Paper relating to solicitors rules (Question 7-2) and consumer protection (Question 11-1) 1).

in the ALRC Discussion Paper relating to solicitors rules (Question 7-2) and consumer protection (Question 11-1) 1). RESPONSE TO THE EQUITY, CAPACITY AND DISABILITY IN COMMONWEALTH LAWS DISCUSSION PAPER 81 Legal Aid NSW submission to the Australian Law Reform Commission July 2014 Legal Aid NSW welcomes the opportunity

More information

ALZHEIMER S AUSTRALIA SA INC POSITION DESCRIPTION

ALZHEIMER S AUSTRALIA SA INC POSITION DESCRIPTION ALZHEIMER S AUSTRALIA SA INC POSITION DESCRIPTION Position Title: Palliative Care Nurse Contract / Permanent: Contract until 30 June 2017 Fraction: 0.6 FTE Department: Clinical Services Location: Glenside

More information

Page 1. National Disability Advocacy Framework

Page 1. National Disability Advocacy Framework Page 1 National Disability Advocacy Framework Page 2 Contents About Queenslanders with Disability Network (QDN)... 3 About this Submission... 3 Value Statement on People with Disability... 3 Overview of

More information

Whether the move towards a divisional fee structure as opposed to a list based fee structure is desirable; and

Whether the move towards a divisional fee structure as opposed to a list based fee structure is desirable; and 4 May 2016 By email: vcatfees2016@justice.vic.gov.au Director Dispute Resolution Civil Justice Division Department of Justice and Regulation Level 24, 121 Exhibition Street MELBOURNE VIC 3000 Victorian

More information

Submission in response to the Life Insurance and Advice Working Group Interim Report on Retail Life Insurance

Submission in response to the Life Insurance and Advice Working Group Interim Report on Retail Life Insurance 30 January 2015 Mr John Trowbridge Chairman Life Insurance and Advice Working Group Email: submissions@trowbridge.com.au Dear Mr Trowbridge, Submission in response to the Life Insurance and Advice Working

More information

Code Compliance Monitoring Committee. Inquiry into bank compliance with Clause 29 of the Code of Banking Practice

Code Compliance Monitoring Committee. Inquiry into bank compliance with Clause 29 of the Code of Banking Practice Code Compliance Monitoring Committee Inquiry into bank compliance with Clause 29 of the Code of Banking Practice February 2008 1 Index Introduction and executive summary Page 3 The Debt collection guidelines

More information

Consultation Paper: Standards for Effectively Managing Mental Health Complaints

Consultation Paper: Standards for Effectively Managing Mental Health Complaints What is the purpose of this paper? The purpose of this paper is to encourage discussion and feedback from people who access, or work in, Western Australia s mental health sector. The paper proposes a draft

More information

Environment Sustainability & Highways

Environment Sustainability & Highways Job Title: ICT Contract Manager Job Grade: Band 5 Directorate: Environment Sustainability & Highways Job Reference Number: P01265 The Role The ideal candidate for this role would be a perceptive, technically

More information

Position Statement #37 POLICY ON MENTAL HEALTH SERVICES

Position Statement #37 POLICY ON MENTAL HEALTH SERVICES THE ROYAL AUSTRALIAN AND NEW ZEALAND COLLEGE OF PSYCHIATRISTS Position Statement #37 POLICY ON MENTAL HEALTH SERVICES Mental disorder is a major cause of distress in the community. It is one of the remaining

More information

Resolving Workplace Concerns or Conflict Procedure.

Resolving Workplace Concerns or Conflict Procedure. Promoting a Respectful & Collaborative Workplace Resolving Workplace Concerns or Conflict Procedure. Introduction The University of Newcastle has reviewed and integrated the procedures and guidelines dealing

More information

Job Description Operations Manager Human Resources

Job Description Operations Manager Human Resources Department: Primary Location: Award/Classification: Status of Employment: Accommodation Services As per employment contract Contract by negotiation As per employment contract Date Reviewed: December 2015

More information

TROUBLESHOOTING TIPS AND INFORMATION

TROUBLESHOOTING TIPS AND INFORMATION TROUBLESHOOTING TIPS AND INFORMATION This document provides information about how to manage financial issues in a variety of areas and lists additional useful websites where you can obtain further assistance.

More information

NAPCAN s strategy is to bring about the changes necessary in individual and community behaviour to stop child abuse and neglect before it starts by:

NAPCAN s strategy is to bring about the changes necessary in individual and community behaviour to stop child abuse and neglect before it starts by: The Director Cyber Safety Policy and Programs Department of Communications GPO Box 2154 CANBERRA ACT 2601 Dear Director, Re: Discussion Paper on Enhancing Online Safety for Children NAPCAN (National Association

More information

DISPUTE RESOLUTION TERMS

DISPUTE RESOLUTION TERMS National Alternative Dispute Resolution Advisory Council DISPUTE RESOLUTION TERMS The use of terms in (alternative) dispute resolution Sept. 03 Contents INTRODUCTION... 1 Why is consistency of terms needed?...

More information

Team Leader, Ingleburn Child and Family

Team Leader, Ingleburn Child and Family Position Description Position: Program: Location: Responsible To: Key Relationships: Terms & Conditions: Caseworker Child and Family Ingleburn Team Leader, Ingleburn Child and Family Children and families

More information

Information for Prospective Volunteers

Information for Prospective Volunteers Information for Prospective Volunteers May 2012 35 Beach Street, Frankston Phone: 9783 7284 Information for Potential Volunteers 2012 1 CONTENTS Who We Are 3 What We Do 3 Board of Management 3 Opening

More information

CHC30112 Certificate III in Community Services Work

CHC30112 Certificate III in Community Services Work CHC30112 Certificate III in Community Services Work Course information and vocational outcomes This nationally accredited qualification applies to community work that is delivered through a broad range

More information

27 November 2013. By email: cav.consultations@justice.vic.gov.au

27 November 2013. By email: cav.consultations@justice.vic.gov.au 27 November 2013 By email: cav.consultations@justice.vic.gov.au Owners Corporations Act Review Regulation and Policy Division Consumer Affairs Victoria GPO Box 123 MELBOURNE VIC 3001 Dear Sir/Madam Review

More information

Australian Retail Credit Association Authorisation A91482 - Principles of Reciprocity & Data Exchange

Australian Retail Credit Association Authorisation A91482 - Principles of Reciprocity & Data Exchange 1 April 2015 Dr Richard Chadwick General Manager Adjudication Branch Australian Competition & Consumer Commission By email: adjudication@accc.gov.au Dear Dr Chadwick, Australian Retail Credit Association

More information

Principal Members. February 1, 2007. Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616

Principal Members. February 1, 2007. Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616 February 1, 2007 Principal Members Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616 Via email: consumer@pc.gov.au The Australasian Compliance Institute

More information

Feedback on the Inquiry into Serious Injury. Presented to the Road Safety Committee of the Parliament of Victoria. 08 May 2013

Feedback on the Inquiry into Serious Injury. Presented to the Road Safety Committee of the Parliament of Victoria. 08 May 2013 Feedback on the Inquiry into Serious Injury Presented to the Road Safety Committee of the Parliament of Victoria 08 May 2013 About the APA The Australian Physiotherapy Association (APA) is the peak body

More information

THE FINANCE BROKERS ASSOCIATION OF AUSTRALIA (FBAA)

THE FINANCE BROKERS ASSOCIATION OF AUSTRALIA (FBAA) 3 / 31 Thompson Street Bowen Hills QLD 4006 P O Box 272 Albion BC 4010 www.financebrokers.com.au info@financebrokers.com.au Finance Brokers Association of Australia Limited Ph: 1300 130 514 National Office:

More information

NATIONAL PARTNERSHIP AGREEMENT ON TRANSITIONING RESPONSIBILITIES FOR AGED CARE AND DISABILITY SERVICES

NATIONAL PARTNERSHIP AGREEMENT ON TRANSITIONING RESPONSIBILITIES FOR AGED CARE AND DISABILITY SERVICES National Partnership Agreement on Transitioning Responsibilities for Aged Care and Disability Services NATIONAL PARTNERSHIP AGREEMENT ON TRANSITIONING RESPONSIBILITIES FOR AGED CARE AND DISABILITY SERVICES

More information

National Standards for Disability Services. DSS 1504.02.15 Version 0.1. December 2013

National Standards for Disability Services. DSS 1504.02.15 Version 0.1. December 2013 National Standards for Disability Services DSS 1504.02.15 Version 0.1. December 2013 National Standards for Disability Services Copyright statement All material is provided under a Creative Commons Attribution-NonCommercial-

More information

Australian ssociation

Australian ssociation Australian ssociation Practice Standards for Social Workers: Achieving Outcomes of Social Workers Australian Association of Social Workers September 2003 Contents Page Introduction... 3 Format of the Standards...

More information

Dispute Resolution Policy Reviewed August 2015 Page i

Dispute Resolution Policy Reviewed August 2015 Page i Page i Table of Contents 1. Overview... 1 2. Scope & Purpose of... 2 3. Policy... 2 3.1. Policy Outline... 2 3.2. Effective and efficient complaint and dispute resolution process... 3 3.3. Open & effective

More information

Information Sharing Protocol between the Commonwealth and Child Protection Agencies

Information Sharing Protocol between the Commonwealth and Child Protection Agencies Information Sharing Protocol between the Commonwealth and Child Protection Agencies i TABLE OF CONTENTS PREAMBLE -----------------------------------------------------------------------------------------------1

More information

Higher Education: Consultation on potential early repayment mechanisms for student loans. A Response by Credit Action

Higher Education: Consultation on potential early repayment mechanisms for student loans. A Response by Credit Action Higher Education: Consultation on potential early repayment mechanisms for student loans A Response by Credit Action Background Credit Action is a national money education charity (registered Charity in

More information

Submission. Mental Health Legislative Review

Submission. Mental Health Legislative Review Submission Mental Health Legislative Review Carers Association of SA Inc. 58 King William Rd GOODWOOD 5034 PO Box 410 UNLEY SA 5061 Contact: Rosemary Warmington Tel 8271 6288 Fax 8271 6388-1 - Mental Health

More information

Client Skills: Skills required by Government as the Construction Industry Client

Client Skills: Skills required by Government as the Construction Industry Client Client Skills: Skills required by Government as the Construction Industry Client APCC MEMBER AUTHORITIES AS AT JULY 2002 Department of Public Works and Services New South Wales Building Commission Victoria

More information

NATIONAL PARTNERSHIP AGREEMENT ON E-HEALTH

NATIONAL PARTNERSHIP AGREEMENT ON E-HEALTH NATIONAL PARTNERSHIP AGREEMENT ON E-HEALTH Council of Australian Governments An agreement between the Commonwealth of Australia and the States and Territories, being: The State of New South Wales The State

More information

CORPORATE MEMBERS OF LIMITED LIABILITY PARTNERSHIPS

CORPORATE MEMBERS OF LIMITED LIABILITY PARTNERSHIPS 1. INTRODUCTION CORPORATE MEMBERS OF LIMITED LIABILITY PARTNERSHIPS 1.1 This note, prepared on behalf of the Company Law Committee of the City of London Law Society ( CLLS ), relates to BIS request for

More information

Hume Community Housing Association MARKETING COMMUNICATIONS SPECIALIST

Hume Community Housing Association MARKETING COMMUNICATIONS SPECIALIST Position Title: Reports To: Marketing Communications Specialist CEO initially Department: Business Services Direct Reports: NA Location: Fairfield or Parramatta Position Purpose: This position is responsible

More information

Customer Service Charter

Customer Service Charter Customer Service Charter 2 Contents Introduction 3 The Vision and Values of the City of Joondalup 4 Service standards you can expect from our employees 5 In general 5 Face to face 5 Over the telephone

More information

EXECUTIVE NOTE THE BANKRUPTCY (CERTIFICATE FOR SEQUESTRATION) (SCOTLAND) REGULATIONS 2010 SSI 2010/397

EXECUTIVE NOTE THE BANKRUPTCY (CERTIFICATE FOR SEQUESTRATION) (SCOTLAND) REGULATIONS 2010 SSI 2010/397 EXECUTIVE NOTE THE BANKRUPTCY (CERTIFICATE FOR SEQUESTRATION) (SCOTLAND) REGULATIONS 2010 SSI 2010/397 The above instrument was made in exercise of the powers conferred by sections 5(2B)(c)(ib) and 5B(5)(a),

More information

THE RIGHTS OF NON-NATIONALS AND LEGAL AID

THE RIGHTS OF NON-NATIONALS AND LEGAL AID 1 THE RIGHTS OF NON-NATIONALS AND LEGAL AID The Legal Aid Commissions There are eight Legal Aid Commissions throughout Australia representing each State or Territory. The Commissions are independent statutory

More information

POSITION DESCRIPTION

POSITION DESCRIPTION POSITION DESCRIPTION Position Title: Division: Responsible To: Responsible For: Job Purpose: Legal Obligation of this position: School Guidance Counsellor XXXX School Principal Clients - Students To provide

More information

Strategic plan. Outline

Strategic plan. Outline Strategic plan Outline 1 Introduction Our vision Our role Our mandate 2 About us Our governance Our structure 3 Context Our development Camden 4 Resources Funding Partners 5 Operating model How we will

More information

Stakeholder category: NATIONAL NETWORK OF COMMUNITY SERVICE PROVIDERS

Stakeholder category: NATIONAL NETWORK OF COMMUNITY SERVICE PROVIDERS Name: Organisation: UNITING CARE AUSTRALIA Stakeholder category: NATIONAL NETWORK OF COMMUNITY SERVICE PROVIDERS State/Territory: ACT Contact email address: Response to Options Paper Department of Social

More information

Debt Recovery Policy. Version: 1.1. Date updated: Adopted 2 December 2014. Responsible Department: Finance. Related policies: Nil

Debt Recovery Policy. Version: 1.1. Date updated: Adopted 2 December 2014. Responsible Department: Finance. Related policies: Nil Debt Recovery Policy Version: 1.1 Date updated: Adopted 2 December 2014 Responsible Department: Finance Related policies: Nil 1. Purpose The purpose of Council s Debt Recovery Policy is to ensure and support

More information

Review of equal recognition before the law and legal capacity for people with disability submission

Review of equal recognition before the law and legal capacity for people with disability submission Review of equal recognition before the law and legal capacity for people with disability submission Spinal Cord Injuries Australia Background: Spinal Cord Injuries Australia (SCIA) was formed in 1967 by

More information

POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR

POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR About APNA The Australian Primary Health Care Nurses Association (APNA) is the peak national body for nurses working in primary

More information

Employment Services Charter of Contract Management

Employment Services Charter of Contract Management Employment Services Charter of Contract Management The Employment Services Charter of Contract Management (the Charter) is applicable to all areas of the Department of Employment that have direct or indirect

More information

Vocational Education and Training Reform Submission

Vocational Education and Training Reform Submission Vocational Education and Training Reform Submission Prepared by: Suresh Manickam Date: 23 rd July 2014 Page 1 NECA response to VET reform draft RTO standards As a lead player in the electrical training

More information

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218 Copyright in the material is owned by the State of New South Wales. Apart from any use as permitted under the Copyright Act 1968 and/or as explicitly permitted below, all other rights are reserved. You

More information

WA Strategic Plan for Family and Domestic Violence

WA Strategic Plan for Family and Domestic Violence WA Strategic Plan for Family and Domestic Violence 2009 2013 1 Message from the Minister WA Strategic Plan for Family and Domestic Violence 2009 2013 Domestic and family violence should not happen to anyone.

More information

Association of Consulting Architects Australia Strategic Plan

Association of Consulting Architects Australia Strategic Plan Association of Consulting Architects Australia Strategic Plan Box 17 Flinders Lane Post Office Melbourne Vic 8009 T 1300 653 026 E nat@aca.org.au www.aca.org.au Contents 1. Introduction 5 2. Survey 7 3.

More information

Key contacts: Australian Government

Key contacts: Australian Government Key contacts: Australian Government Australian Securities & Investments Commission (ASIC) ASIC is Australia s corporate, markets and financial services regulator. ASIC regulates financial services such

More information

Thank you for your invitation to provide a submission to this Inquiry, and to attend the roundtable public hearing on 10 August 2007.

Thank you for your invitation to provide a submission to this Inquiry, and to attend the roundtable public hearing on 10 August 2007. SUBMISSION 15 GPO Box 9827 in your Capital City 30 July 2007 Mr Andrew McGowan Inquiry Secretary House of Representatives Standing Committee on Economics, Finance and Public Administration by email to:

More information

Submission to the Productivity Commission Childcare and Early Childhood Learning February 2014. Background. The Montessori Australia Foundation (MAF)

Submission to the Productivity Commission Childcare and Early Childhood Learning February 2014. Background. The Montessori Australia Foundation (MAF) Submission to the Productivity Commission Childcare and Early Childhood Learning February 2014 Background The Montessori sector is unique, diverse and significant in Australian education, particularly

More information

NATIONAL STANDARDS FOR DISABILITY SERVICES

NATIONAL STANDARDS FOR DISABILITY SERVICES NATIONAL STANDARDS FOR DISABILITY SERVICES Full version web accessible FOR MORE INFORMATION CONTACT - QualityAssurance@dss.gov.au NATIONAL STANDARDS FOR DISABILITY SERVICES Copyright statement All material

More information

Any job offer is subject to DBS approval, undertaking child protection training and satisfactory references.

Any job offer is subject to DBS approval, undertaking child protection training and satisfactory references. Just for Kids Law Applicants Pack Youth Justice Lawyer Below we have included key information about our charity and the role. Read this document alongside the role description and person specification

More information

Submission in relation to the Draft Guidelines on Australian Privacy Principles 1 to 5

Submission in relation to the Draft Guidelines on Australian Privacy Principles 1 to 5 Submission in relation to the Draft Guidelines on Australian Privacy Principles 1 to 5 by the Consumer Credit Legal Centre (NSW) Inc. and Consumer Action Law Centre About Consumer Credit Legal Centre Consumer

More information

This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you.

This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you. Managing Debt This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you. This fact sheet has been prepared as a guide only and

More information

Appointment of a Strata Company Manager Part of the STIWA Best Practice Series

Appointment of a Strata Company Manager Part of the STIWA Best Practice Series Appointment of a Strata Company Manager Part of the STIWA Best Practice Series STIWA Proudly sponsored by Celebrating more than 30 years as Australia s No.1 strata and community title insurance specialist.

More information

Chiropractic Boards response 15 December 2008

Chiropractic Boards response 15 December 2008 NATIONAL REGISTRATION AND ACCREDITATION SCHEME FOR THE HEALTH PROFESSIONS Chiropractic Boards response 15 December 2008 CONSULTATION PAPER Proposed arrangements for accreditation Issued by the Practitioner

More information

DEBT Got you down? A guide to helping change your contract to repayments you can manage

DEBT Got you down? A guide to helping change your contract to repayments you can manage DEBT Got you down? A guide to helping change your contract to repayments you can manage This booklet describes how you may have the right to apply to your lender for a change to your credit contract if

More information

Competition Policy Review. SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER

Competition Policy Review. SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER JUNE 2014 We are writing to provide some observations on small business aspects of the competition policy review. Importance & challenges

More information

Submission to Standing Senate Committee on the Environment, Communications and the Arts on the adequacy of protections for the privacy of Australians

Submission to Standing Senate Committee on the Environment, Communications and the Arts on the adequacy of protections for the privacy of Australians Submission to Standing Senate Committee on the Environment, Communications and the Arts on the adequacy of protections for the privacy of Australians online August 2010 1 1. Introduction The Australian

More information

Key Performance Indicators

Key Performance Indicators Disclosures and Legal Compliance - Certification of Key Performance Indicators Key Performance Indicators Certification of Key Performance Indicators for the year ended 30 June 2014 I hereby certify that

More information

Financial Management Program Guidelines

Financial Management Program Guidelines Financial Management Program Guidelines Working collaboratively to help vulnerable and disadvantaged people build financial health and wellbeing Effective from 1 July 2009 (Version 1.6 Updated January

More information

Submission by the Commonwealth Ombudsman

Submission by the Commonwealth Ombudsman Submission by the Commonwealth Ombudsman INQUIRY INTO NATIONAL REGISTRATION AND ACCREDITATION SCHEME FOR DOCTORS AND OTHER HEALTH WORKERS Submission to the Senate Community Affairs Committee by the Commonwealth

More information

Sheffield City Council Draft Commissioning Strategy for services for people with a learning disability and their families September 2014

Sheffield City Council Draft Commissioning Strategy for services for people with a learning disability and their families September 2014 Sheffield City Council Draft Commissioning Strategy for services for people with a learning disability and their families September 2014 1 Sheffield City Council: Draft Commissioning Strategy for services

More information

Compliance and enforcement. How regulators enforce the Australian Consumer Law

Compliance and enforcement. How regulators enforce the Australian Consumer Law Compliance and enforcement How regulators enforce the Australian Consumer Law This publication was developed by: Australian Capital Territory Office of Regulatory Services Australian Competition and Consumer

More information

The Board of Rural Financial Counselling Service NSW - Southern Region incorporated

The Board of Rural Financial Counselling Service NSW - Southern Region incorporated Response to Agricultural Competitiveness Green Paper By The Board of Rural Financial Counselling Service NSW - Southern Region incorporated 10 This submission is made to the Australian Government as additional

More information

SUBMISSION TO THE PRODUCTIVITY COMMISSION. Default Superannuation Funds in Modern Awards

SUBMISSION TO THE PRODUCTIVITY COMMISSION. Default Superannuation Funds in Modern Awards SUBMISSION TO THE PRODUCTIVITY COMMISSION Default Superannuation Funds in Modern Awards 5 April 2012 Introduction DEFAULT SUPERANNUATION FUNDS IN MODERN AWARDS The Australian Industry Group (Ai Group)

More information

= Ó=k~íáçå~ä=pìêîÉó=Ó= = = = oééçêí=çå=íüé=éêç=äçåç=äéö~ä=ïçêâ=çñ=áåçáîáçì~ä= ^ìëíê~äá~å=_~êêáëíéêë=

= Ó=k~íáçå~ä=pìêîÉó=Ó= = = = oééçêí=çå=íüé=éêç=äçåç=äéö~ä=ïçêâ=çñ=áåçáîáçì~ä= ^ìëíê~äá~å=_~êêáëíéêë= Ók~íáçå~äpìêîÉóÓ oééçêíçåíüééêçäçåçäéö~äïçêâçñáåçáîáçì~ä ^ìëíê~äá~å_~êêáëíéêë kçîéãäéêommu ^éééåçáñsfff oéëéçåëéëíçëìêîéóèìéëíáçåëótéëíéêå^ìëíê~äá~ National Pro Bono Resource Centre The Law Building, University

More information

Submission Financial Advisors Bill: Consultation On Policy Proposals

Submission Financial Advisors Bill: Consultation On Policy Proposals Child Poverty Action Group Box 56150 Mt Eden Web address: www.cpag.org.nz To: Charles Chauvel Chair, Finance and Expenditure Select Committee Parliament Buildings WELLINGTON Submission Financial Advisors

More information

Individual members of ADMA will address other aspects of the Consultation Paper.

Individual members of ADMA will address other aspects of the Consultation Paper. 20 March 2009 SCOCA Australian Consumer Law Consultation Competition and Consumer Policy Division Treasury Langton Crescent PARKES, ACT 2600 Via email: australianconsumerlaw@treasury.gov.au Dear SCOCA,

More information

Charities Bill 2013 and the Charities (Consequential Amendments and Transitional Provisions) Bill 2013

Charities Bill 2013 and the Charities (Consequential Amendments and Transitional Provisions) Bill 2013 3 May 2013 Manager Philanthropy and Exemptions Unit Indirect, Philanthropy and Resource Tax Division The Treasury Langton Crescent PARKES ACT 2600 By email: charities@treasury.gov.au Dear Treasury Charities

More information

POSITION DESCRIPTION Number: PD:

POSITION DESCRIPTION Number: PD: POSITION DESCRIPTION Number: PD: The VALUES of The City of South Perth Customer Focus - To work together with our customers to achieve positive outcomes. Excellence - To develop a culture of flexibility,

More information