Lived Consumer Experience Library
At CPRC we undertake research that provides a solid evidence base for policymakers, regulators, businesses and community sector organisations to design better policies and programs. Our library is a collection of our studies of the consumer experience in markets including energy, retirement villages and aged care home care packages.
Reports & Submissions
Online reviews: a guide not a gospel
Busy lives and the convenience of online shopping have more Australians than ever purchasing their products and services online. This…
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Discussion paper: But are they any good?
In a range of service industries, consumers often encounter poor service including unexpected service outages, inexplicable fees and charges, transfer…
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Report: Five Preconditions of Effective Consumer Engagement
CPRC’s Five Preconditions of Effective Consumer Engagement report presents a conceptual framework to build consumer confidence and trust in markets and facilitate…
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Report: Building Customer Trust
This guide showcases practices that build customer trust, benefiting customers and retailers alike. These practices, and the principles that underpin…
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Submission to the Essential Services Commission’s Competitiveness Review
To assist the review, we enclose several CPRC reports that are relevant to the questions being explored by the Commission…
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Submission to the Review of Retail Grocery Industry (Unit Pricing) Code of Conduct
CPRC strongly encouraged the Treasury to remake the unit pricing legislation to continue unit pricing beyond the sunset clause in…
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Submission to ESC’s Helping customers engage confidently in the retail energy market: Draft decision
CPRC strongly encouraged the ESC to introduce unique plan IDs on consumer factsheets, and be recognised by call centre staff…
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Submission to the Consumer Safeguards Review Part B – Reliability of services Consultation Paper
CPRC noted the information asymmetry consumers face in choosing between providers, outlining the significant additional costs borne by consumers choosing…
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