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.
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.
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.
April 17, 2018
CPRC’s Five Preconditions of Effective Consumer Engagement report presents a conceptual framework to build consumer confidence and trust in markets and facilitate effective demand-side engagement. It explores the core preconditions that need to be present in order for consumers to effectively engage and procure products which best suit their needs. Remedies and interventions for businesses, regulators and policymakers to improve supports, protections and outcomes for consumers are outlined.
February 28, 2019
CPRC continued to highlight the benefit and need for the implementation of an economy-wide data protection and management framework in Australia alongside the introduction of the CDR. Our other concerns with the CDR Bill include the lack of a deletion right, the ability to provide some consumer data on a chargeable basis, and the lack of a centralised dashboard with which consumers could manage their consents and data portability over time.
February 28, 2019
CPRC strongly encouraged the Treasury to remake the unit pricing legislation to continue unit pricing beyond the sunset clause in October 2019. We noted recent behavioural evidence has found unit pricing increases consumers price sensitivity, reduces complexity of choice, and aids decision-making where discounting is used. Elsewhere new research has shown how changing the presentation of unit pricing can heighten consumers awareness of the unit pricing tool.
February 15, 2019
CPRC noted the lack of an integrated framework for consumer data management and regulation in Australia and recommends a full and thorough economy-wide review of our data governance framework. We highlighted that the first goal of policymakers in responding to the issues outlined in the Preliminary Report should be to increase transparency – to improve consumer comprehension and agency, shine a light on data collection and sharing practices to enable more effective regulatory remedies, and as a lever to build trust. We strongly supported Preliminary recommendations 8, 9, 10 and 11 – all of which are designed to respond to the market and regulatory failure in personal data collection practices in Australia.
February 5, 2019
CPRC strongly encouraged the ESC to introduce unique plan IDs on consumer factsheets, and be recognised by call centre staff to reduce consumer confusion. CPRC also encouraged the ESC to adopt consumer comprehension testing of factsheets to ensure they are fit for purpose, as well as ensuring consumers are aware of the factsheets.
January 21, 2019
CPRC noted the information asymmetry consumers face in choosing between providers, outlining the significant additional costs borne by consumers choosing poorly performing providers. CPRC recommended consumer facing metrics and measures of service quality be made available, informed by consumer testing wherever possible.
October 12, 2018
CPRC holds the view that: