When things go wrong

How can consumers' complaints be fairly resolved?
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01.When things go wrong


Good policy that supports smart choices is designed to increase consumer satisfaction. But there will always be cases where consumers are aggrieved or exploited. Consumers expect to be able to have their complaints fairly resolved, and that systematic abuses of their rights will be deterred.

How do consumers get their complaints heard?


How do we get the best possible complaint handling and redress systems?

What is the impact of the digital age on complaint handling? What sectors need complaint systems but don’t have them? Where is best practice in complaint handling?

Have Australian regulators got enforcement right?


What are the priorities for improving enforcement by regulators? How are systemic issues brought to the attention of regulators, government and industry? Are Australian regulators publishing the right data to monitor performance?

Does complaint handling work well with our broader regulatory system?


What is the best combination of consumer redress and enforcement mechanisms? How should regulators work effectively with businesses and consumers to respond to consumer complaints? How can consumer complaints data be used to improve the product offerings of major consumer facing businesses?

Why do we consistently fail to get rid of the sharks?


Why are we so bad at responding to the companies that deliberately exploit consumers such as pay day lenders, debt advice services, low rent finance companies and funeral benefit schemes?


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