Excellence in Consumer Engagement: 10 Fundamentals
This report was produced by MCC Economics & Finance, a member of IPFA.
Over the past decade, we have witnessed a radical transformation in consumer engagement in regulation in Australia. We are now seeing a growing maturity in consumer-centric regulation, where consumers can influence and own outcomes. This is a far superior model for all concerned and worthy of study and repetition.
Make no mistake, it has been a challenging journey. Multiple approaches have been tried, and there have been painful experiences and missteps along the way. There are still pockets of resistance where traditional regulatory detailed analysis is needed.
However, the tide has turned, and the picture going forward looks bright. No one who has experienced a consumer-centric regulatory process wants to return to the traditional regulatory model.
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