Consumer Policy Research Centre

When Things Go Wrong

A significant range of dispute resolution mechanisms across sectors and jurisdictions can create confusion for consumers.

Recent Australian research on attitudes towards consumer protections and dispute resolution mechanisms found a fall in consumers’ self-reported awareness and understanding of their rights when purchasing products and services.

CPRC is examining dispute resolution mechanisms to identify the kinds of processes, policies and procedures that deliver positive consumer experiences and outcomes. This will enable the development of a best-practice approach or guideline to designing such mechanisms.

Ensuring consumers are aware of, have access to, and place confidence in effective dispute resolution mechanisms is critical to the long-term sustainability of markets.

Consumer Policy Research Centre

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Consumer Policy Research Centre

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Consumer Policy Research Centre

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Consumer Policy Research Centre

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Consumer Policy Research Centre

When Things Go Wrong