Our submissions

Engaged in multiple sectors, our team conducts rigorous consumer and policy research to uncover market failures and consumer harm. We actively collaborate with partners, leveraging national and international perspectives to identify and understand issues within markets. By openly sharing insights, we contribute to the creation of impactful policy solutions, fostering momentum for positive change and advocating for consumer welfare.

December 23, 2023

Treasury – New designated complaints function

A designated complaints function recognises the value of complaints from organisations with strong connections to communities, who are able to identify consumer issues at an early stage. This submission outlines minor changes to the draft legislation and a suggested approach to designated complaints to get the best outcome from the new power:

December 20, 2023

Briefing note: Creating a fair, safe and sustainable tomorrow

Briefing note: Creating a fair, safe and sustainable tomorrow. This briefing note reflects on some of the major issues that were discussed at the Congress relating to, consumers and the digital economy, consumers and sustainability, cost of living and its impact on food and product safety

June 22, 2021

Submission to the ESC on their draft Consumer Vulnerability Strategy

CPRC strongly supports the approach, goals and initiatives outlined in the ESC’s draft Vulnerability Strategy. Drawing from on-the-ground insights from our outreach team, our submission strongly supports the initiatives for improve consumer facing information, to drive a culture shift through industry education and training, and a review of the PDF to ensure it delivers positive consumer outcomes for all Victorians.

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September 23, 2021

CPRC submission to the Australian Communication and Media authority consultation on the Statement of expectations

CPRC makes a number of recommendations to ensure a market stewardship approach is taken to create a fair telecommunications sector for consumers experiencing vulnerability.

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June 2, 2022

Submission to Australian Energy Regulator – DRAFT Consumer Vulnerability Strategy

CPRC welcomes the AER’s Consumer Vulnerability strategy and supports the outcomes suggested. In our submission, CPRC outlines a range of recommendations regarding proposed actions and additional actions, including a “consumer duty” to consumers and industry education program around vulnerability, for the AER to develop consumer facing service quality information, to automate the validation of concessions, and consider safe defaults for low-income consumers.

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May 2, 2023

Submission to Select Committee into the Provision of and Access to Dental Services in Australia

CPRC’s forthcoming research report drawing from CPRC’s Victorian Consumer Survey explores problems reported with purchases over the previous 12 months. Our findings indicate approximately one in seven Victorians (15%) who engaged a dental provider experienced an issue with the service, 11% made a complaint about this issue, but 7% reported their issue was unresolved – whether they had made a complaint or not. These findings indicate a reasonably proportion of people seeking dental services encounter problems, and a reasonable proportion of these issues remain outstanding, even where consumers may have sought to complain or resolve the issue.

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