Following an era of essential service deregulation, many have questioned whether the outcomes have benefited the many or the few. Controversies in banking, energy and telecommunications have revealed systemic flaws in market design, unfair business conduct, and failures of market stewardship.

COVID-19 has amplified these market frailties and consumer vulnerabilities. Over the next decade we have an opportunity to reimagine our markets; markets that are fairer, safer and more inclusive for the people that they have been established to serve.

Our consumer wellbeing research aims to better understand and reflect the outcomes we can and should strive for in effective markets. Consumer voices underpin this work towards a future that is designed collectively with policymakers and industry.

Reports and Submissions

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The experiences of older consumers: towards markets that work for people

Choosing care: the difficulties in navigating the Home Care Package market

Picking Peaches: Service quality in the Victorian energy market

Submission to the Consumer Safeguards Review Part C: Choice and Fairness


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July 7, 2020

Building Markets That Work for People

February 25, 2019

The Renter’s Journey Forum

News and Opinion

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December 16, 2021

Outreach: Supporting VIctorian consumers to lower energy bills

Telco reforms

December 13, 2021

Why listening needs to be at the heart of a consumer-led recovery

December 2, 2021

Floppy disks, Faith and a Privacy Act for the 21st century

Grants & Partnerships

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Towards Inclusive Design in Australia’s consumer markets

Choosing Care: problems in navigating the home care package market

Towards a measure of service quality in the energy market

Consumer choice in the retirement village market

Advisory roles

  • Australian Consumer and Competition Commission Consumer Consultative Committee
  • ACMA Consumer Consultative Forum
  • AER Energy Made Easy Consumer Consultative Panel
  • Building Reform Expert Advisory Panel
  • Origin Customer Advisory Panel
  • Telstra CEO Consumer Roundtable