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Applied Credit and Consumer Law e-Learning
- 1.5 hrs
- 2 CPD points
- Technical, Skills
Welcome to FCVic and CALC’s Applied Credit and Consumer Law e-learning
This module is designed to build on the knowledge you developed through the Diploma of Financial Counselling and support you to apply that learning in practice.
This eLearning will take you approximately 60 minutes to complete.
In this module, you will explore three key topic areas:
- Credit Law
- Consumer Law
- Debt Enforcement
- Published:
- Resource Type: CPD, e-Learning
- Topics: Case study, Consumer Law, Credit Law, Debt Collection
Empowering your clients: Practical Skills from NDH Financial Counsellors
- 2 hrs
- 1 CPD points
- Skills
At the National Debt Helpline, most client support is delivered through guidance rather than on-going casework, helping clients build confidence to self-advocate. This interactive workshop will equip you with practical tools and techniques to empower clients during phone conversations.
Through real case studies and a comprehensive toolbox of strategies, you will learn how to structure conversations, identify key issues, and provide actionable advice that strengthens client independence.
Upon completion of this session you will be able to:
- Apply effective phone communication techniques tailored from NDH practice
- Use practical tools to guide and empower clients toward self-advocacy .
- Analyse NDH casework to identify opportunities for improved client outcomes
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: Casework Skills
Local Government Hardship
- 2 hrs
- 1 CPD points
- Technical, Skills
This training session explores how financial counsellors can effectively support clients experiencing hardship with local government debts with a focus on the recently developed local government hardship guidelines and how financial counsellors can use them to support clients experiencing council-related debt.
The guidelines provide a framework that can be used to advocate for clients with council debts. The session examines the intent and limitations of the guidelines, discuss how they can be applied in practice, and explore strategies for working constructively with councils when supporting clients in hardship.
You will gain an overview of common local government hardship policies, how these interact with financial counselling practice, and practical strategies for negotiating payment arrangements or relief.
The session also examines typical barriers clients face when dealing with councils and how financial counsellors can advocate effectively on their behalf. Case examples and discussion will help participants build confidence in supporting clients with local government debts.
Upon completion of this session you will be able to:
- Integrate knowledge of local government hardship options into financial counselling casework.
- Recognise the limitations of the guidelines from a financial counselling perspective and consider strategies to work within these constraints.
- Recognise common challenges clients face when dealing with council debts and develop approaches to support positive outcomes.
- Apply practical strategies to advocate for clients and negotiate hardship arrangements with local government bodies.
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: Local Councils
Aged Care: Navigating a complex and changing landscape
- 2.5 hrs
- 1 CPD points
- Technical, Skills
This session provides a practical insight into the changing aged care landscape under the new Aged Care Act 2024. With more older people entering Support at Home programs and facing complex financial decisions, financial counsellors increasingly play a vital role in supporting clients to navigate fees, assessments, waiting periods, income testing, and affordability challenges—particularly for those already experiencing financial hardship.
This session links the new legislative framework with real-world casework issues. It explores the financial dynamics of both the community-based aged care system and residential aged care, highlighting the barriers created by cost-of-living pressures, debt, and the regulatory shift that now governs both systems under the same act. Participants will gain the knowledge and confidence needed to support older clients and their families as they transition into aged care services.
Upon completion of this session participants will be able to:
- Explain the key financial and regulatory changes introduced by the Aged Care Act 2024, including how these changes impact older consumers entering Support at Home programs and residential aged care.
- Identify common financial barriers faced by older people with existing financial difficulty, and understand how legislation and cost-of-living pressures shape these challenges.
- Support clients in understanding aged care fees, means-testing processes, and service navigation, including potential affordability issues and debt-related risks.
Recognise situations involving financial vulnerability, elder abuse, or undue influence, and apply appropriate financial counselling strategies and referral pathways.
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: Older Victorians
Navigating Debt Collection
- 3 hrs
- 1 CPD points
- Technical, Skills
Do your clients often report being harassed by persistent debt collectors? Presented by Consumer Action Law Centre, this training session takes a deep dive into debt collection practices. Using a real case study based on CALC’s experience, this session provides practical strategies to help you better support your clients.
Upon completion of this session participants will be able to:
- Identify and apply debt collection guidelines
- Design strategies for making complaints and getting compensation for bad behaviours by debt collectors
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: Debt Collection
Supporting the specific needs of Rural Financial Counselling Casework
- 2 hrs
- 1 CPD points
- Technical, Skills, Ethics
Rural financial counsellors often work in complex environments, travelling long distances, meeting clients in their homes, and navigating a unique mix of financial stress, isolation, and family dynamics.
This online session explores the distinct considerations involved in rural casework, including ethical decision-making, managing welfare and safety risks, and maintaining practitioner wellbeing while working in clients’ homes or remote properties. Through reflective discussion and shared experience, participants will strengthen their confidence and capability in delivering safe, ethical, and effective support to rural clients.
Upon completion of this session participants will be able to:
- Identify the unique ethical considerations that arise in rural home-based financial counselling.
- Consider potential welfare, environmental, and situational risks associated with visiting clients in rural or remote settings.
- Manage your response to complex interpersonal relationships including indicators of family violence and other safety concerns.
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: Casework Skills
From Complaints to Change: Systemic Advocacy Strategies for Financial Counsellors
- 3 hrs
- 1 CPD points
- Technical, Skills
Engaging with regulators is a critical part of advocating for clients and driving systemic change. This session offers a practical guide to the regulators most relevant to Financial Counselling practice. You’ll discover when and why to escalate issues, how to lodge effective complaints, and what outcomes to anticipate. This session examines how strategic use of regulator complaints can influence broader reforms and strengthen everyday advocacy.
Upon completion of this session participants will be able to:
- Identify which regulators are most effective for client advocacy across various practice areas
- Develop and apply strategies for making impactful complaints to the regulators covered
- Integrate regulator engagement into routine practice to support systemic reform
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: Campaigning and Systemic Advocacy
Understanding Energy Consumer Reforms: What you need to know
- 2.5 hrs
- 1 CPD points
- Technical, Skills
With rising living costs, many callers to the National Debt Helpline report sacrificing essential expenses just to keep up with electricity and gas bills. Upcoming energy reforms aim to address long-standing issues and ensure Victorians have access to fair and affordable energy prices.
This session will give financial counsellors a clear and practical overview of the energy reforms coming into effect from February 2026 under the Victorian Energy Retail Code of Practice. it will unpack the key changes around access to support, better offers, and contract arrangements. Through interactive tools, discussion, and real-world examples, participants will explore what these reforms mean for client advocacy.
Upon completion of this session participants will be able to:
- Understand the scope and impact of the new Energy Consumer reforms
- Apply these protections and strategies to assist clients experiencing payment difficulties with their energy bills.
The content and materials in this course are intended for the purpose of learning and development of individual FCVic members and are not for further use or distribution without specific consent by FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Casework Skills
Understanding AFCA’s Approaches to Family violence and Financial abuse of older people
- 2 hrs
- 1 CPD points
- Technical, Skills
AFCA has released two important new Approach documents focused on Family violence and Financial abuse of older people. These updates have significant implications for how financial counsellors, community lawyers, and other advocates identify issues, support clients, and engage with financial firms during disputes.
To support your practice, this specialised training session delivered by AFCA Senior Ombudsman Matthew Martin, and Ombudsman Chris Siemers, walks you through the key changes and themes in these new documents.
Upon completion of this session participants will be able to:
- Understand AFCA’s updated Approach to family violence, including key principles, definitions, and decision-making considerations.
- Understand AFCA’s new Approach to financial abuse of older people, and how vulnerability and capacity are assessed within this framework.
- Identify indicators of family violence and financial abuse of older people in client matters that may be relevant to AFCA disputes.
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
Navigating cash settlements after disasters
- 2 hrs
- 1 CPD points
- Technical
After severe weather events like fires, floods or storms, insurers may offer a lump‑sum cash payment instead of organising and paying for repairs. This is called a cash settlement, and in most situations, the insurer decides whether to offer it. Cash settlements can be common after disasters due to delays, workforce shortages and difficulties sourcing materials. While they can give people faster access to funds and more control over their repairs, a key risk is that the amount offered may not cover the full cost of fixing or rebuilding the home. This session will help you understand the options and rights available.
Upon completion of this session participants will be able to:
- Understand what a cash settlement is and when it may be offered.
- Identify the risks and benefits of accepting a cash settlement.
- Understand insured people’s rights in the claims process.
- Know what support is available for you and the people you work with.
The content and materials in this course are intended for the purpose of learning and development of individual FCVic members and are not for further use or distribution without specific consent by FCVic.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Disaster Recovery