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Advocating for Victim-Survivors of Financial Abuse: Consumer Protections in Practice 
- 3 hrs
- 1 CPD points
- Technical
Economic abuse is a deliberate form of control that can leave people experiencing family violence facing ongoing financial harm and instability. This session for financial counsellors provides an overview of key consumer protections available to clients affected by family violence across banking, telecommunications, insurance, energy and credit reporting.
The session is designed to strengthen your understanding of clients’ rights in relation to financial products and essential services, and to support more informed advocacy in practice.
This training covers:
- Telecommunications: the protections introduced by the Australian Communications and Media Authority’s Domestic, Family and Sexual Violence Industry Standard for people experiencing domestic, family or sexual violence .
- Banking: the Banking Code Compliance Committee’s improved definition of vulnerability and AFCA’s approach to family violence.
- Insurance: the current protections in the General Insurance Code of Practice for clients impacted by family violence
- Energy: the family violence provisions in the Essential Services Commission Energy Retail Code of Practice
- Credit reporting: clients’ rights in relation to credit reporting issues connected to family violence .
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Family Violence
Bankruptcy Unpacked
- 3 hrs
- 1 CPD points
- Technical, Skills
This session is designed to deepen your understanding of bankruptcy and enhance your confidence in supporting clients who may be considering, currently experiencing, or emerging from bankruptcy. Using practical examples, the session will explore bankruptcy from legal, practical and client-centred perspectives.
Participants will strengthen their understanding of the bankruptcy process, common complexities, the implications for assets and income, and strategies for supporting clients through challenging decisions and circumstances.
Upon completion of this session you will be able to:
- Assess client circumstances and identify when bankruptcy may be a viable option to explore alongside other available debt solutions.
- Apply bankruptcy principles to common and complex client scenarios involving assets, income, debts and changing circumstances.
- Identify key considerations and challenges when supporting clients who are bankrupt, including those administered by private trustees.
- Provide informed and client-centred support to individuals considering, entering or exiting bankruptcy.
Disclaimer: The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Bankruptcy, Debt Agreements and Insolvency
Responding in Casework: Working with Adults Using Family Violence
- 2 hrs
- 1 CPD points
- Technical, Skills
With the large roll out of the MARAM Adults Using violence training in 2025, this practical session focuses on conversations with clients, responding in practice and building confidence in this space. This session offers a refresh on key learnings and reflection on practical case work challenges to build confidence when working with adults using violence.
Upon completion of this session participants will be more able to:
- Apply key MARAM framework principles within financial counselling practice when working with adults using family violence.
- Use safe, structured conversations to engage clients who may be using violence, while maintaining professional boundaries.
- Respond effectively to minimisation, denial, or justification of violence in the context of financial counselling discussions.
- Balance client advocacy with accountability, particularly where financial behaviours may contribute to harm.
- Recognise and respond to common practice challenges when working with adults using violence
- Strengthen confidence in identifying when and how to refer or collaborate with specialist family violence services.
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Family Violence
Small Business Support: Consumer vs Commercial lending and protections
- 2 hrs
- 1 CPD points
- Technical, Skills
Financial counsellors supporting small business clients often encounter complex lending arrangements and uncertainty about the protections available to clients in financial difficulty. Understanding the distinction between consumer and commercial lending protections is critical when assessing a client’s options and advocating on their behalf.
This practical session explores the key differences between consumer and commercial lending frameworks, common issues arising in small business lending, and the protections and dispute resolution pathways that may be available. Participants also gain an overview of AFCA’s role in resolving small business lending complaints and consider practical casework scenarios.
Upon completion of this session participants will be able to:
- Distinguish between consumer and commercial lending protections.
- Identify key protections and options available to small business borrowers experiencing financial difficulty.
- Recognise common issues arising in small business lending disputes.
- Explain the role of AFCA in resolving small business lending complaints.
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Small Business
Understanding the fines process for FCWs
Learn about the different stages of a fine, the options available at each point, and the social justice initiatives designed to assist vulnerable individuals.
You will also hear about the action sheriff’s officers can take after an enforcement warrant is issued to enforce unpaid fine debt.
The session concludes with a facilitated Q&A.
Upon completion of this session participants will be able to:
- Understand the Fines system and various stages of a Fine
- Provide guidance to clients affected by fines related debts.
- Better understand the role of sheriff officers.
- Better understand the Work Development Program
- Make appropriate referrals for clients with fines debt issues.
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Infringements and Fines
Staying Well in Demanding Work: Tools for Preventing Burnout and Vicarious Trauma
- 2.5 hrs
- 1 CPD points
- Technical, Skills
This session explores practical approaches to recognising, responding to, and preventing burnout and overwhelm in client-facing roles. Participants will deepen their understanding of vicarious trauma and its impact on individuals and teams, while learning practical strategies to regulate stress during the workday. The session also focuses on building sustainable boundaries that protect worker wellbeing without compromising quality client care. Through discussion, reflection, and practical tools, the session aims to equip participants with realistic, in-the-moment strategies that can be applied immediately in demanding work environments.
Upon completion of this session participants will be able to:
- Recognise early signs and indicators of burnout, overwhelm, and vicarious trauma in themselves and colleagues.
- Apply practical, in-the-moment regulation techniques to manage stress and maintain focus during the workday.
- Explain the concept of vicarious trauma and identify strategies to reduce its impact in client-facing work.
- Establish and communicate sustainable professional boundaries that support both worker wellbeing and effective client care.
- Facilitate supportive conversations within teams that promote wellbeing and psychological safety.
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Mental Health
Spotting Hidden Gambling: Emerging Payment Methods and Transaction Patterns
- 2 hrs
- 1 CPD points
- Technical, Skills
As gambling products and payment methods continued to evolve, gambling expenditure became increasingly difficult to identify in financial records. Digital wallets, payment intermediaries, cryptocurrency, trading-style platforms and other emerging technologies often obscured gambling transactions and made it harder to assess the extent of gambling-related harm.
This practical session helped financial counsellors understand how gambling activity appeared across modern payment systems and financial statements. Participants explored common transaction patterns, emerging payment methods, and potential indicators of hidden or under-reported gambling activity. The session provided insights into current trends and equipped financial counsellors with practical knowledge to support assessment, casework, and conversations with clients experiencing gambling harm.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Gambling related harm
Understanding Temporary Accommodation Following Disasters
- 1 hrs
- 1 CPD points
- Technical, Skills
In January 2026, Victoria’s fire danger was the worst experienced since the 2019-20 Black Summer fires. The state experienced record-breaking heat and flash drought, which resulted in significant bushfire events that ultimately destroyed 1,590 structures, including 451 homes, leaving many Victorians displaced and requiring temporary accommodation through their insurer.
During this session, presenters discussed the insurance claims process, the steps available when claims are denied, and the rights of policyholders in relation to extensions.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Disaster Recovery, Insurance
Working with ATO debts
- 2.5 hrs
- 1 CPD points
- Technical, Skills
This session features a presentation by the Australian Taxation Office and the Tax Ombudsman office. It provides financial counsellors with practical guidance on supporting clients with ATO debts. It focuses on building confidence in engaging with the ATO, understanding available options for debt recovery and repayment, and navigating key processes such as General Interest Charge (GIC) remission.
Participants will gain up-to-date insights into ATO processes, including an overview of specialist teams such as the GIC Remittance Team and Vulnerability Framework. The session also explores how to effectively communicate with the ATO and what information is required to advocate for clients and when to raise issues with the Tax Ombudsman.
Upon completion of this session participants will be able to:
1. Have informed and challenging client conversations around ATO debts
2. Describe the ATO Vulnerability Framework and how it applies to clients experiencing hardship or complex circumstances
3. Identify when and how to request GIC remission, including understanding the role of the GIC Remittance Team.
4. Prepare for effective communication with the ATO, including identifying and gathering relevant client information.
5. Apply practical strategies to advocate for clients with ATO debt
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Taxation
Navigating online and venue gambling complaints e-Learning
- 2 hrs
- 2 CPD points
- Technical, Skills
This e-learning course features short recordings that explore complaints processes relating to gambling venues and online gambling.
Gambling Venues
This module introduces the role of the VGCCC, the Responsible Gambling Code of Conduct that applies to gambling venues, and how to recognise signs of gambling harm behaviours within these environments.
Learning outcomes:
• Understand the Responsible Gambling Code of Conduct applicable to gambling venues
• Identify signs of gambling harm behaviours
Online gambling
This module explores the process of raising a complaint with online gambling providers and the regulatory frameworks that may assist when advocating for a client.
Learning outcomes:
• An understanding of the types of documents to request from online gambling providers
• How to analyse information contained in the documents
• An understanding of key legislation and regulatory guidance you can reference when raising a complaint.
Disclaimer
The content and materials within this course are intended for the purpose of learning and development of individual FCVic members and are not for further use and distribution without specific prior consent from FCVic.
- Published:
- Resource Type: CPD, e-Learning
- Topics: Gambling related harm