Results for VCAT’s new consumer application

Posted on 20 Feb 2020

Early data shows our digital application for consumer disputes is making it faster and easier to come to VCAT.

The application, launched in late July, helps users make informed choices through a personalised experience.

The results below are based on applications made from launch in July to December 2019.

  • Halved average completion time from 1.5 hours to 47 minutes
  • Reduced high call volumes, down 11 per cent compared to the first half of 2019
  • More users were able to submit applications – completion rates increased from 10 per cent to 50 per cent
  • Faster time to VCAT for claims under $15,000 due to greater automation of processes – four weeks less waiting time

For more information, contact us: communications@vcat.vic.gov.au.

All information on this infographic has been described in the article