DP-REG members are highlighting the critical role accessible complaint handling plays in demonstrating fairness and accountability for this year’s Privacy Awareness Week.  

The many challenges Australians experience when resolving complaints on digital platforms continue to be a concern for all DP-REG members. This Privacy Awareness Week, DP-REG members reiterate their support for the development of minimum internal dispute resolution standards for digital platforms.

Early resolution is required under regulatory regimes like the Privacy Act to promote more effective outcomes for business and the community. Strong dispute resolution processes allow systemic issues to be more readily identified and addressed at the business level, and can lead to improved products and services. Ensuring consumers and businesses can access fair and meaningful dispute resolution promotes productivity and helps build public confidence and trust in digital platform services. The Society of Consumer Affairs Professionals has found that every dollar invested in complaints handling has a potential return of up to $10 for the organisation. 

DP-REG has committed to exploring dispute resolution mechanisms for digital platforms as part of our work program. We will:

  • Gather intelligence and identify gaps in consumer and small business disputes with digital platforms which may not be addressed under the Scams Prevention Framework or other existing schemes. 
  • Collaborate with government, industry and civil society to identify suitable policy opportunities to improve external dispute resolution (EDR) coverage of digital platform complaints, where gaps are identified.

We encourage consumers to continue to report their issues to the relevant digital platform. DP-REG members also have published information about complaints for digital platforms issues: 

This statement is jointly released by the ACCC, ACMA, eSafety, and OAIC. 

Privacy Awareness Week is an annual initiative that promotes awareness of privacy rights and responsibilities and the importance of protecting personal information. This year’s theme, Trust is built here – In every privacy complaint. In every resolution, highlights the critical role complaint handling plays in demonstrating clarity, fairness, accessibility, and accountability.

Background on DP-REG 

Formally established in March 2022, the Digital Platform Regulators Forum (DP-REG) is an information-sharing and collaboration initiative between four independent Australian regulators – the Australian Competition and Consumer Commission (ACCC), the Australian Communications and Media Authority (ACMA), the eSafety Commissioner (eSafety) and the Office of the Australian Information Commissioner (OAIC).  

Through DP-REG, we seek to promote regulatory coherence and ensure new regulations are designed with the wider regulatory environment in mind. This includes consideration of how competition, consumer protection, privacy, online safety and data issues intersect, with a focus on fostering a safe, trusted, fair, innovative and competitive digital economy in Australia.