January 30, 2020
Affordable, effective and quality care is essential to Australia’s ageing population and the growing number of older people choosing to age in place. The sector has seen a range of reforms in response to the Productivity Commission’s 2013 report, Caring for Older Australians. As a result of the Living Longer Living Better and Increasing Choice in Home Care reforms, home care is now assigned directly to the individual with the intent of enabling Home Care Package (HCP) recipients to control and better manage their own care, a Consumer Directed Care (CDC) model.
Introducing a CDC model for HCPs in an environment where older people face major changes to health, long term illness, cognitive decline, digital exclusion and/or social isolation creates a range of challenges. This has been reflected in the evidence put to the Royal Commission into Aged Care Quality and Safety (ACRC) during hearings to date, raised in submissions, as well as the various reviews of in-home care.
Consumer choice in markets is most effective when:
• barriers to choice and decision-making (such as digital exclusion or financial distress) are reduced or removed
• information disclosed about the quality and price of the product is transparent, accessible and comprehensible
• comparisons can be made simply and easily between alternatives
• costs of switching between providers is minimised both in terms of time or financial costs
• consumers are aware of how to access, assess and act on the available information, tools and supports.
Our study builds on the largely qualitative evidence presented to the ACRC to date, exploring the evidence base for some of these issues across the broader community through a larger quantitative
Computer-Assisted Telephone Interview (CATI) survey of 502 Australians accessing HCPs. Our questionnaire was also directly informed by the University of South Australia’s Financial Capabilities of Older Australians report and structured around CPRC’s Five Preconditions of Effective Consumer Engagement conceptual framework.
We offer a range of insights into the barriers experienced by older Australians and their carers in accessing, evaluating and getting home care services. This is followed by a series of recommendations for change to improve the delivery of HCPs, drawing on the priorities of those we surveyed and our analysis of the research findings.
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.
December 18, 2019
December 10, 2019
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:
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.
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.