Consumer Experience on Complaints Handling and Dispute Resolution - A Research Study Undertaken in Victoria, Australia

The Dispute Resolution for Credit Consumers Research Project analyses and assesses the effectiveness, accessibility and the procedural fairness of the dispute resolution processes offered in Victoria Australia through the Victorian Civil and Administrative Tribunal (VCAT) and Consumer Affairs Victoria (CAV) that are directed at the needs of credit consumers. The project was undertaken to assist policy makers, the Department of Justice CAV, VCAT and credit consumers in making decisions concerning future processes and to ensure that those processes function as effectively as possible. The Report provides information about how dispute resolution processes function and meet the needs of this particular group of consumers