“Alarming” Gen Z confidence gap: Consumer Policy Research Centre

Consumer Rights Confidence Index finds a 39 point gap between Gen Z and Boomers

Erin Turner, CEO – Consumer Policy Research Centre

Gen Z feel less confident and are less likely to act on their consumer rights according to new research from the Consumer Policy Research Centre.

The Consumer Rights Confidence Index 2026 surveyed over 2000 people in one of Australia’s largest consumer markets* and found a 39-point gap between Gen Z and Boomers across a range of consumer rights metrics. People with disabilities and First Nations Australians also faced unique barriers accessing their rights.

“It’s alarming to see such a major gap between Gen Z and the other generations when it comes to asserting their consumer rights” says Erin Turner, CEO of the Consumer Policy Research Centre.

“The first Consumer Rights Confidence Index paints a concerning picture. People in our community who most need access to their consumer rights are too often missing out. Whether it’s young people being unaware of their rights, people with disabilities finding cost and systemic barriers getting in the way or First Nations communities experiencing more unfair tactics – we need to make sure consumer guarantees are accessible to everyone.”

The Consumer Policy Research Centre is making three key recommendations to federal, state and territory consumer ministers and regulators:

• Provide more support for people to understand their rights and what to do if something goes wrong.
• Provide clearer and better complaints pathways.
• Take legal and regulatory action to reduce common consumer problems.

“The Consumer Rights Confidence Index gives consumer affairs ministers and regulators across the country a strong baseline. We can now see where gaps are emerging and address them holistically. Whether it’s federal laws and enforcement or state regulators and tribunals, we have an opportunity to help people in our community who are falling between the gaps with consumer rights” says Turner.

*The inaugural Consumer Rights Confidence Index 2026 surveyed over 2000 Victorians to set a baseline for research in other states and territories in future. This release focuses on nationally relevant insights. For Victorian specific insights read the full report.

National insights are available here.

The full report and Victorian insights are available here.

Erin Turner is available for comment.

Media contact: media@cprc.org.au 0493 539 466

Further information:

CPRC

Consumer Policy Research Centre (CPRC) is an independent, not-for-profit, consumer think-tank established to work with policymakers, regulators, academia, industry, and the community sector to develop, translate and promote evidence-based research to inform practice and policy change.