ACCAN Informed Consent Project (21 August 2009)

4.5. Summary table

The scope of this current research project was limited by time and resource constraints. A short survey was distributed to organisations who receive consumer complaints. Responses were received from key organisations including the Telecommunications Industry Ombudsman (TIO), the Australian Competition and Consumer Commission (ACCC) and the Department of Broadband, Communications and the Digital Economy (DBCDE). In addition, a diverse range of community advocacy organisations, legal services and casework agencies responded to the survey.

Not all organisations could break-down their complaints data into sub-categories. For those that were able to, the following table summarises the prevalence of complaints in the four most common categories:

No complaints

Occasional complaints

(Low volume)

Regular complaints

(Moderate volume)

Numerous complaints

(High volume)

Consumer should not have been asked to consent (e.g. child)

Consumer did not provide consent at all

Consent was not informed (e.g. key information not provided / misleading)

Consent process was flawed (e.g. no confirmation of terms before subscription)





	home about us services projects research contact
	» home » research » assets » accan informed consent 2009