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 25, 2018
CPRC recommended the Royal Commission give regard to our Five Preconditions of Effective Consumer Engagement report in developing recommendations. CPRC also recommended a consumer facing measure might provide a useful tool to help rebuild accountability to consumers and trust in the banking and financial sector in light of the findings of the Financial Services Royal Commission.
December 19, 2018
CPRC recommended the ACCC to consider measuring and disclosing information about the service quality of retail energy businesses as a “sunlight remedy” to improve the efficacy of the market for consumers.
November 30, 2018
CPRC recommended the Energy Security Board (ESB) consider measuring and disclosing information about the service quality of retail energy businesses as a “sunlight remedy” to improve the efficacy of the market for consumers.
October 12, 2018
CPRC holds the view that:
October 12, 2018
CPRC continues to highlight the benefit and need for the implementation of economy-wide reforms in Australia alongside the introduction of the CDR. Such changes are needed to manage and minimise the potential harm of data leakage outside of the CDR where there is lower or in some instances no protection for consumer privacy and CDR data. For the CDR regime to garner consumer trust and uptake, consumers need to be provided with the confidence that their data will be adequately protected.
In addition to this, where possible, the Rules Framework should strive to achieve Privacy by Design and facilitate processes to improve consumer understanding and control over their data. This includes concepts such as data deletion by default where the data has become redundant or accreditation has been revoked, and a centralised dashboard for consumers to manage their data and consent.