While subscribing to services is often quick and easy, cancelling these subscriptions can be a frustrating and time-consuming process. This report explores:

• the impact of subscription traps on Australian consumers
• harmful subscription tactics
• commendable subscription tactics
• solutions to address this growing issue.

Recommendations

The research continues to show the need for a shift in business practices and law reform to genuinely protect consumers from harm.

For the Australian Government:

• Introduce an unfair trading prohibition into Australian law and require businesses to make opting-out of a service as easy as opting-in.
• Take inspiration from other jurisdictions to introduce measures that mitigate harm caused by subscription traps.

For businesses: 

• Revise current cancellation processes to make changes that support consumers, instead of deceiving them.
• Use data for good to help non-active subscribers to unsubscribe.
• Avoid practices that rely on tricking customers or make money because of customer inertia or forgetfulness.
• Respect customers, even at the point of cancellation.