Evaluating Consumer Action’s worker advice service

Abstract

Consumer Action Law Centre (“Consumer Action”) improves the lives of Victorians by advancing fairness in the marketplace. To this end, we publish consumer law information, run a legal advice service, conduct strategic casework and litigation, offer telephone financial counselling and deliver outreach training to financial counsellors. Our direct service activities inform our law reform agenda, which we pursue through research, policy work and campaigns. We influence policy and law makers to ensure fair treatment and just outcomes for consumers, especially people who have low incomes and are vulnerable.

Our advice service is staffed by lawyers with expertise in consumer and consumer credit and debt law. Through the service, we provide free legal information and advice to individuals and ‘legal secondary consultations’ to community workers, including financial counsellors, other community lawyers and social workers. These LSCs are the subject of this evaluation report.