The third Australian Consumer Survey ran from August to September 2023 with responses from consumers and businesses.
Key findings
The third report highlights:
- consumer awareness of their basic consumer rights is almost universal
- most consumers would lodge a complaint with their state or territory regulator
- where consumers purchase products and services has greatly changed since 2016, fuelled by COVID‑19, globalisation and associated trends towards online shopping
- significant decrease in business awareness of their legal obligations and responsibilities since 2016
- less than half of businesses agree that the law favours the consumer over business – the first time since the survey started.
Benchmarks
The first survey established the benchmarks of:
- consumer and business awareness of consumer protection laws
- trends in consumer and business behaviour
- current and potential areas of consumer detriment and
- future considerations.
Survey responses
Both consumer and business surveys ran from 11 August to 8 September 2023. In both online and telephone format:
- consumer survey received 5,452 responses
- business survey received 1,290 responses.
Australian Consumer Survey
The Australian Consumer Survey is the national baseline study to evaluate the Australian Consumer Law's impact on consumers and businesses.
The survey was jointly commissioned by the Australian, state and territory governments.
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