August 28, 2020
CPRC was engaged by the AER to investigate the emerging approaches to regulation and policy design for consumer vulnerability. Our report sets out opportunities for essential service market stewards to adopt a more inclusive approach to supporting all consumers.
This report reviews current regulatory approaches to consumer vulnerability in Australia and the UK, focusing on markets for essential services such as energy, banking and insurance, telecommunications and water, and the work of multi-sector regulators such as the Australian Competition and Consumer Commission (ACCC) and the UK Competition and Markets Authority (CMA). The report explores the often collaborative nature of consumer vulnerability measures, discussing examples of joint work by regulators, industry, civil society and government to improve customer service and care, analyse vulnerability risks, enable expert advice in specialist areas such as family violence and mental health, and identify customers in vulnerable circumstances.
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.