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.
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.
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...
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.
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.
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.
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.
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.
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.
This guide provides user-friendly checklists for financial service organisations to better understand, prevent and address financial abuse.
This paper examines the current status of consumer credit and the market for buy now, pay later (BNPL) credit products.
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.
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...
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...
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.
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...
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.
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.
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...
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...