December 19, 2019

Busy lives and the convenience of online shopping have more Australians than ever purchasing their products and services online. This trend is echoed by our recent commissioned consumer research by the University of Technology Sydney, which found 87.3% of Australians are now shopping online.

Our new paper Online reviews: a guide not a gospel explores how Australians are increasingly relying upon online reviews when buying goods and services online. 82% of those surveyed had looked at online reviews or ratings at least sometimes over the last 12 months.

While online word of mouth is an increasingly intrinsic part of how we shop, our research finds we’re also not that good at navigating the truth. 70% of us consider online reviews as important as the opinions of friends and family. Almost a third of us admitted to not thinking about the accuracy and bias of information when browsing online.

We’ve highlighted some tips from UK consumer group WHICH? and our own research to help guide consumers when navigating online reviews. Check out the full research paper here.

September 13, 2019

CPRC’s submission to the Australian Government consultation on the ACCC Digital Platforms Inquiry highlights an urgent need for reform to protect consumers.

CPRC has conducted research over the past two years uncovering significant consumer frustration with being kept in the dark, with no control when it comes to the collection of their data. The organisation has urged the Government to act swiftly to protect consumers.

Key Privacy Act and Australian Consumer Law reforms to deliver consumers better protections include:

• Requiring that consumers are clearly informed about what data is being collected, who it is being shared with and what it is being used for
• Requiring that companies obtain meaningful consent from consumers to collect and use data, in line with European reforms
• Data sharing defaults for products and services being set to off, requiring active opt in
• Introducing an unfair commercial trading prohibition into Australian Consumer Law to better protect consumers exposed to manipulation and exploitation
• Introducing a general safety provision to better manage the explosion in IoT devices, having regard to privacy, protection of children and data security

Read the full submission here.

May 29, 2019

Led by CPRC Senior Research and Policy Officer, Brigid Richmond, the report presents the personal data extracted from consumers each day, often without their full knowledge, understanding, or consent.

A Day in the Life of Data highlights how technology enables online and offline tracking of consumers with greater precision, volume and velocity than ever before. From this data companies can infer everything from personality, health status, and political affiliations, through to even our mood.

Potential harms include manipulation, discrimination and exclusion, personal security risks, and consumer mistrust, along with unique risks for children who have now grown up in a connected world.

The report outlines several policy responses and business practices critical to ensuring that innovation and markets operate in line with community values and expectations.

Download the full report here.

Download the media release here.

Watch the webinar report launch here.

Download CPRC Senior Research and Policy Officer, Brigid Richmond’s webinar presentation here.

March 22, 2019

As noted in the Consultation Paper, the selection of energy data access model will affect the cost and operation of the Energy CDR system. The models offer different levels of transparency and control to consumers and the selection of model design will be a direct influence on the consumer experience within the Energy CDR framework. CPRC considers that of the three models included in the Consultation Paper, either Model 2 (gateway) or Model 3 (open banking) would be appropriate. More information on data security, storage and transfer arrangements, as well as consumer consent processes, would be required before a final assessment of either model.

Read our full submission here.

February 25, 2019

The Renter’s Journey explores the rental journeys of four key segments – women aged 55 and over, young singles, low income families, and newly arrived migrants – highlighting five common challenges and presenting 10 policy implications.

Download our report here.

February 25, 2019

Download our report summary here.

September 23, 2018

In a range of service industries, consumers often encounter poor service including unexpected service outages, inexplicable fees and charges, transfer issues, billing errors, and long wait times to speak to unhelpful customer service. Repeated instances of poor customer service are not only frustrating, but also results in costs well exceeding the purchase price and eroding trust in providers.

CPRC’s new discussion paper But are they any good? explores the role of service quality information in consumer decision-making and choice, the impact of information asymmetry and offers important insights for policymakers and businesses.

Download our discussion paper here.

July 17, 2018

Download our summary report here.

July 17, 2018

CPRC documents current consumer data collection, sharing and use practices. We detail findings of our recent market research into the attitudes, behaviours and preferences of consumers when it comes to their data.

The Consumer Data and the Digital Economy report explores the policy implications and makes recommendations for policymakers.

Download our report here.

April 17, 2018

April 1, 2017

This guide showcases practices that build customer trust, benefiting customers and retailers alike. These practices, and the principles that underpin them, represent high standards that industry can aspire to. Derived directly from on-the-ground retailer experience, they are also realistic and achievable.

Download here.

June 4, 2019

CPRC commends the timely release of this Discussion Paper and the extensive research on existing principles developed by other entities and jurisdictions contained within the paper. We strongly support the development of an AI Ethics Framework in Australia in combination with strengthening laws and regulation to protect consumers.

CPRC strongly supports an ongoing conversation about ethical AI and responsible innovation in light of the significant forecasted growth of data-fuelled technologies and industries. CPRC has also urged governments to better fund independent non-profit and academic research understaking work in data and AI given the growing number of consultations and collaborations emerging within government policy and industry.

Read the full submission here.