For us at CPRC, consumer policy change ends when support measures and product and service improvements reach the hands of consumers – not just when they’re announced.

Consumers experiencing vulnerability face even more challenges and our research tells us that business practices and poor policy design often results in difficulties navigating and exercising choice and accessing support. Australia is a diverse nation, yet our approach to policymaking and service delivery rarely reflects this.

We are continuing our proud history and award-winning engagement programs connecting vulnerable Victorian consumers to better deals in essential services markets and accessing government support. We also draw out insights for policymakers about the design and oversight of different markets, the challenges faced by some or all consumers, and the effectiveness of any support arrangements.

Our research supports the development of innovative and effective responses to consumer vulnerability, ensuring that all essential service regulators take a more inclusive approach to policy design and regulation.