August 05, 2026
What do we do when our things don’t work?
This report presents the findings of the Consumer Rights Confidence Index, the first study in a series where we benchmark and track consumer confidence with exercising their rights over time. The Consumer Rights Confidence Index 2026 surveyed over 2000 people in Victoria* and this benchmark enables us to track trends over time.
A summary of Victorian insights is below.
*The research also holds a number of findings and recommendations relevant across Australia. You can read the National insights at cprc.org.au/confidenceindex26
Overall
Older consumers (boomers and pre-boomers)
Younger consumers (Generation Z)
People with disability also have a lower confidence score (55) and told us that cost factors were a major barrier to making a complaint.
63% of First Nations consumers experienced a breach of consumer guarantees or poor business practices overall (compared to 50% for others)
of Victorian consumers have experienced a problem in relation to a product or service in the past 5 years.
of Victorian consumers have experienced a problem with a product or consumer good in the past 5 years.
of Victorians have experienced a problematic service in the past 2 years.
of Victorians experienced negative impacts from product and service failures.
Interested in finding out more? An expert webinar on the Consumer Rights Confidence Index for policymakers is coming soon.
Insights from the Consumer Rights Confidence Index 2026 - with detailed information for Victoria:
October 31, 2023
Faulty cars are far too common and disrupt too many lives. This report delves deep into the repercussions of faulty cars on individuals' lives, examines the legal pathways available for those seeking remedies and explores the experience of First Nations people.
March 16, 2023
Australia’s privacy laws rely on notification and consent as the primary means of protecting consumers. The onus is on consumers to navigate complex privacy protections in a continuously complex digital economy. It is time to consider reforms that hold businesses accountable for how they collect, share and use consumer data. It is time to give regulators the power to pause and assess data practices that are causing or likely to cause consumer harm.
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