Conference paper
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apo-nid69439.pdf 1.27 MB

In its April 2008 Review of Australia's Consumer Policy Framework, the Productivity Commission identified problems with the coverage of the various schemes for handling consumer complaints about communications services. It raised a number of longer-term possibilities, including 'a single consumer entry point for communications services complaints', or an 'umbrella arrangement encompassing all individual dispute resolution services in this area'. Drawing on a study of future broadcasting consumers for the newly-established Australian Communications Consumer Action Network, ACCAN, this paper explores the issues that might be addressed by such a 'one-stop shop'.

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