Submission to Treasury – New designated complaints function

A designated complaints function recognises the value of complaints from organisations with strong connections to communities, who are able to identify consumer issues at an early stage. This submission outlines minor changes to the draft legislation and a suggested approach to designated complaints to get the best outcome from the new power:

• Enable designated complaints to be lodged with a wide range of regulators.
• Amend appointments process to create clearer criteria for designated complainants.
• Resource and appoint a diverse range of organisations as designated complainants.
• Ensure that designated complaints can be made about serious issues affecting small groups of Australians.
• Restrict designated complainants to organisations with appropriate governance arrangements.
• Place appropriate limits on publication exemptions.
• Introduce a review mechanism for rejected complaints.

This submission was jointly made by the Consumer Policy Research Centre and the following organisations:

• Australian Communications Consumer Action Network (ACCAN)
• CHOICE
• Consumer Action Law Centre (CALC)
• Consumers’ Federation of Australia (CFA)
• Energy Consumers Australia (ECA)
• Financial Rights Legal Centre (FRLC)
• Public Interest Advocacy Centre (PIAC)
• Super Consumers

Download Submission