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.
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.
Guide

Supporting women’s financial safety

This guide provides user-friendly checklists for financial service organisations to better understand, prevent and address financial abuse.
Discussion paper

The role of buy now pay later services in enhancing competition in the Australian economy

This paper examines the current status of consumer credit and the market for buy now, pay later (BNPL) credit products.
Working paper

The digitalisation of social protection before and since the onset of COVID-19: opportunities, challenges and lessons

This paper discusses the main opportunities and challenges associated with digital social protection, drawing on trends pre-COVID and since the onset of the pandemic. It offers eight lessons to help social protection actors capitalise on technology’s potential in a risk-sensitive manner.
Report

Duped by design - manipulative online design: dark patterns in Australia

Whole industries now exist to 'hack' marketing funnels. Teams of experts experiment to get that extra person to subscribe or to add one more thing to the cart. This report looks at what current trends in web and app design mean for consumers, and finds...
Report

America's 5G era: balancing big data and privacy

Concurrently with the adoption of 5G technology, the number of automated sensors and devices connected to wireless networks will continue to grow in the next few years. Increasingly, these networks will inform artificial intelligence algorithms, which will then autonomously make decisions and take actions—with human...
Report

Payment difficulty framework implementation review 2022: findings report

The Essential Services Commission promotes protections for consumers experiencing vulnerability and supports access to regulated essential services for all Victorian consumers. A key objective of the commission is breaking down the barriers consumers can face when seeking information and assistance.
Report

Automated legal guidance at federal agencies: report for the Administrative Conference of the United States

When individuals have questions about federal benefits, services, and legal rules, they are increasingly seeking help from government chatbots, virtual assistants, and other automated tools. This report describes the results of a qualitative study of automated legal guidance across the US Federal government, which included...
Report

Better practice responses to victim survivors of family violence

This project aims to provide evidence-based guidance about how the Essential Services Commission and essential providers engage with the customer vulnerability of victim survivors of family violence.
Report

Review of Ofgem's regulation of the energy supply market

This report contains the findings of an independent review in the United Kingdom, commissioned by Ofgem's Board, into the root causes of the recent supplier failures and specifically, into how regulation of the retail energy industry played a part.
Report

Digital platform services inquiry: interim report no. 4 – general online retail marketplaces

Online marketplaces are performing an increasingly significant role in connecting Australian consumers and businesses and are an important link in building trust and confidence in the digital economy. This report examines potential competition and consumer issues in the provision of general online retail marketplaces to...
Report

Interim report on better corporate engagement with Aboriginal and Torres Strait Islander consumers: an issues paper

The Indigenous Affairs Committee has published this interim report for its inquiry into better corporate engagement with Aboriginal and Torres Strait Islander consumers. The report makes no formal policy recommendations to government, but highlights core issues that are intended to serve as a useful starting...