Case Study: Consumer Affairs Victoria achieves streamlined case management and faster responses with Resolve Software Group

Consumer Affairs Victoria - Customer Case Study

Consumer Affairs Victoria (CAV), a business unit of the Victorian Department of Justice that handles renting, trading and consumer protection, processes over 300,000 enquiries and 16,000 complaints a year. After a 2004 restructure and the need to participate in the national Auzshare intelligence program, CAV needed a modern system to manage cases end-to-end, handle phone complaints, coordinate workflows between Melbourne and five regional offices, standardise data capture and move to electronic document management.

CAV selected Resolve (implemented March 2007) and trained 250+ users to use guided checklists, a single visible case record, centralised mailing and electronic document scanning, plus links to the Department intranet and ASIC data. The new system delivered faster, more consistent responses, improved data quality and reporting, earlier detection of complaint patterns and scams, and transformed CAV’s workflows—leading to higher productivity and enterprise adoption across the Department of Justice.

Consumer Affairs Victoria

Warwick Knight

Director, Corporate Services