2. Key Knowledge
The purposes and appropriateness of consumer affairs Victoria in resolving civil disputes
Key Skills
Discuss and justify the appropriateness of CAV to resolve civil disputes.

3. Consumer Affairs Victoria
Complaints Bodies: An organisation established by parliament to resolve formal grievances (ie complaints) made by an individual about the conduct of another party.
One of these complaints bodies is Consumer Affairs Victoria (CAV) a business unit of the Department of Justice and Regulation, Victoria

4. Purpose of Consumer Affairs Victoria
Advises the Government on consumer legislation (ie laws about the sale of goods and services)
Provides information and guidance to educate people about consumer laws
Provides consumers and traders and landlords and tenants with a dispute resolution process.
Purpose of Consumer Affairs Victoria

5. Dispute Resolution Methods Used
Main method used by CAV is conciliation
CAV primarily offers dispute resolution services over the phone to try and resolve the dispute.
Dispute Resolution Methods Used

6. Appropriateness of Consumer Affairs Victoria
CAV use certain criteria to determine wither it is an appropriate dispute resolution body for a particular dispute:
Whether the dispute is within the CAVs jurisdiction
Whether the dispute is likely to settle.
Whether there are other or better ways to resolve the dispute
CAV will not conciliate disputes that the courts of VCAT have already made a decision on, (or have case pending)
Will only accept complaints if the person complaining has first tried to resolve the dispute themselves and if the complain warrants CAVs involvement (ie it is not a trivial dispute.)

7. Whether the dispute is within CAV’s Jurisdiction
CAV can assist with disputes about:
The supply of goods and services
Residential tenancies
Retirement villages
Owners corporations
Whether the dispute is within CAV’s Jurisdiction

10. Strengths and Weaknesses of CAV