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.
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.
October 31, 2023
Faulty cars are far too common and disrupt too many lives. This report delves deep into the repercussions of faulty cars on individuals' lives, examines the legal pathways available for those seeking remedies and explores the experience of First Nations people.
March 16, 2023
Australia’s privacy laws rely on notification and consent as the primary means of protecting consumers. The onus is on consumers to navigate complex privacy protections in a continuously complex digital economy. It is time to consider reforms that hold businesses accountable for how they collect, share and use consumer data. It is time to give regulators the power to pause and assess data practices that are causing or likely to cause consumer harm.
