Report
Someone to turn to: consumer views on the value of external dispute resolution for problems with digital services
The report examines the Australian community’s experiences with digital service problems and challenges resolving online complaints. The report reveals widespread problems with digital services – people find it hard or impossible to get help. It finds that unresolved digital service problems are costing the Australian community an estimated $497 million per year.
Report
Playing the player: unfair digital gaming practices and their impact on Australians
Australians of all ages are engaging with gaming to relax, learn or connect with friends, but common design features can leave players worse-off – 95% of Australian adult gamers encounter manipulative design practices in digital games, leading to financial losses and emotional distress. The report makes 9 recommendations to protect vulnerable players, improve consumer protection...
Report
Am I the only one? How regulators can use complaints data to help consumers, businesses and themselves
This report explores the current state of consumer complaints data publication by Australian regulators, the benefits of public reporting complaints, the best practices for publishing consumer complaints data and assessments and recommendations for Australian regulators.
Report
Let me out: subscription trap practices in Australia
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, and solutions to address this growing issue.
Report
Barriers to effective dispute resolution in the telecommunications industry
Many Australians have lost trust in the telecommunications industry’s ability to resolve issues. Too few raise complaints and even fewer use free, independent dispute resolution services. This paper investigates who experiences challenges with telco services in Australia and what the complaint experience is like for them.