Many regulators in Australia have a wealth of insights in the data they hold from consumer complaints, but often the information is not easily accessible or even made public. This report explores:

• The current state of consumer complaints data publication by Australian regulators
• Benefits of public reporting of complaints
• Best practices for publishing consumer complaints data
• Assessments and recommendations for Australian regulators

Key insights 

Publishing complaints data can: 

• Improve business practices and markets as industry responds to public signals about where improvement is needed 
• Help regulators and other public bodies with limited resources to set priorities based on data about major problems and trends 
• Help academics, consumer groups and other interested parties to study trends 
• Help governments and decision-makers to make better quality decisions based on stronger evidence about the challenges consumers face 
• Facilitate informed consumer choice because people can identify businesses with fewer complaints or problems