Consumer protection

ALTERNATIVE LABELS
Consumer affairs
Consumer law
Fair trading


Collection
Featured
The Regulation Policy & Practice Collection is designed for practising regulators across Australia and New Zealand to: understand the context in which regulators and regulations operate; provide timely, curated access to relevant reports; and to support learning from other regulators.
Report

Basic Online Safety Expectations: summary of industry responses to the first mandatory transparency notices - December 2022

Online service providers are required to report on how they are implementing the 'Basic Online Safety Expectations' set out by the Australian government. This report shows significant variation in the steps being taken by providers to protect users and the wider Australian public.
Report

Business models, consumer experiences and regulation of retirement villages

This research looks at the appeal, benefits and disadvantages of living in retirement villages, as well as at the business models employed and how the Australian government can help the sector to expand.
Journal article

The Australian moratorium on genetics and life insurance: evaluating policy compared to Parliamentary recommendations regarding genetic discrimination

In 2018, a Parliamentary Joint Committee recommended an urgent ban be implemented on the use of predictive genetic test results in life insurance underwriting in Australia. This article evaluates whether the moratorium meets the Parliamentary Committee recommendations, and finds that it falls short in key...
Report

The consumer experience of green claims in Australia

Marketers and businesses are trying to tap into a growing desire of many Australians to actively look after people and planet when choosing consumer goods. This report looks at how consumers are currently experiencing 'green' claims and what, beyond strong enforcement actions by regulators against...
Report

Victorian energy market report 2021–22

This report aims to provide consumers with information about the energy market that would promote effective competition, to achieve the best outcomes for Victorian energy consumers.
Discussion paper

Designed to disrupt: reimagining banking products to improve financial safety

This discussion paper is the first in a series of papers that will look at how the finance sector can minimise harm from the misuse of its products by perpetrators of domestic violence. The paper calls for financial products to better support financial safety.
Discussion paper

Regulating Buy Now, Pay Later in Australia: options paper

This consultation paper examines the regulatory challenges of emerging financial products, with a particular focus on Buy Now, Pay Later (BNPL) and the appropriate regulatory approach to maintain the benefits of accessing credit while ensuring consumers are adequately protected.
Policy report

The future of digital identity in Australia

Digital identity systems provide an opportunity to unlock economic benefits by simplifying and securing user interactions with government and private-sector digital services. However, to realise those benefits, this report makes eight recommendations to balance convenience, privacy and security considerations.
Report

Digital platform services inquiry: interim report no. 5 – regulatory reform

This report considers competition and consumer issues identified in the course of the Digital Platform Services Inquiry, the ACCC’s Digital Advertising Services Inquiry and the original Digital Platforms Inquiry. The report recommends a range of new measures to address harms from digital platforms to Australian...
Report

Public exposure and responses to data breaches in Australia: October 2022

This paper reports Australians' views about data trust, cybercrime and data breaches and how these have changed. It is based on data from four waves of the ANUpoll collected over the period October 2019 to October 2022.
Discussion paper

Review of consumer protections for future energy services

The Australian Energy Regulator (AER) is undertaking a review of the retailer authorisation and exemption frameworks to assess whether the current energy consumer protection framework remains fit for purpose in a transitioning energy market. The AER believes the current regulatory framework will not be fit...
Report

Enhancing online disclosure effectiveness

Online disclosures can play a key role in informing consumer decisions. However, cognitive limitations, such as information overload, as well as technical ones, such as small screen sizes on mobile devices, may limit their effectiveness. This report supports consumer authorities in enhancing disclosure effectiveness by...
Strategy

Towards energy equity: a strategy for an inclusive energy market

This strategy is focused on reducing barriers to participation, supporting energy consumers experiencing payment difficulty, ensuring the consumer voice is heard in sector reforms, and improving affordability by reducing the cost to serve energy consumers.
Report

Professional Indemnity Insurance Roundtable: report for stakeholders and further actions

This summary report outlines key themes and actions from the Professional Standards Councils’ Roundtable on professional standards schemes and indemnity insurance.
Report

Statutory review of the Consumer Data Right: report

This review finds that the Consumer Data Right's (CDR's) statutory framework has so far been broadly effective in supporting the CDR's rollout, is sufficiently flexible and robust to accommodate further changes to achieve policy objectives, and has scope to further explore its limits as the...
Report

How Australia can stop unfair business practices

This report explores laws that ban or restrict unfair practices across Europe, United States, United Kingdom and Singapore and the lessons that Australia can learn from them. It also outlines the elements that Australia could consider when implementing an effective unfair trading prohibition.
Article

Ten tips for public sector complaints handling

This article discusses the increasingly important role of complaints professionals who play an important role for consumers as an essential connection point between consumer, organisation, industry and community.
Briefing paper

Toward an international agenda to protect the forum internum

In the twenty-first century, new developments in technology are increasingly being designed to get inside our minds and change the way we think. In this paper, the author argues that the United Nations should establish practical frameworks to guarantee our absolute right to freedom of...
Strategy

ASIC corporate plan 2022-26: focus 2022-23

This corporate plan highlights the work ASIC will be undertaking over the next four years, with an emphasis on regulating product design and distribution, sustainable finance, retirement decision making and technology risks.
Report

Consumer data right: non-bank lending sectoral assessment - final report

The Consumer Data Right (CDR) currently applies to the banking, energy and telecommunication sectors. This assessment report recommends the designation of the non‑bank lending sector for the CDR.
Discussion paper

Digital platform services inquiry – March 2023 report on social media services: issues paper

The ACCC has released this issues paper, which seeks views on the operation of social media services in Australia from interested stakeholders. The ACCC invites submissions on the matters outlined in this paper by 9 September 2022.
Discussion paper

Privacy regulation of biometrics in Aotearoa New Zealand: consultation paper

Organisations are increasingly collecting people’s sensitive personal information and analysing it using biometric technology. The Office of the Privacy Commissioner is seeking the views of New Zealanders on biometrics and their use in New Zealand in response to this consultation paper.
Report

Retail investor research

This report presents the findings of research into Australian retail investors’ motivations, attitudes and behaviours. The results provide a point-in-time snapshot of the period following the onset of the COVID-19 pandemic.
Report

AER Annual compliance and enforcement report 2021–22

This report summarises the Australian Energy Regulator's compliance and enforcement outcomes which are a key tool in the regulatory toolkit, deployed with the aim of ensuring that energy consumers are better off, now and in the future.