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Research from the Australian Communications Consumer Action Network (ACCAN) has revealed that most Aussies agree that it should be easier to handle complaints on digital platforms.
The national survey, which was conducted using Ipsos’ Digital Omnibus online survey, found that 74% out of the 1,000 respondents believed that making a complaint should be easy.
Aside from this, 78% also believed that it should be easier for people to have their issues resolved on digital platforms.
It was also shown that 60% of Australians felt like there is not much they can do when something goes wrong online.
Aside from these, the ACCAN survey also found the following:
The survey defined digital platforms as social media, Government online services, job search sites, dating apps, messaging apps and online marketplaces.
“Digital platforms are now a part of our everyday lives, from online marketplaces and job search sites to social media sites and dating apps. But the fact is that when things go wrong, making a complaint or having an issue resolved with the tech giants can feel like shouting into a void,” Acting CEO Andrew Williams said.
“If you experience an issue on a digital platform, you shouldn’t have to navigate through the maze of ‘providing feedback’, only to hear nothing back from the platform. Making a complaint should be a straightforward process and the digital platforms should follow up with users who have made a report to explain what actions were taken.”
The insights from the survey come as the tech industry is being tasked with creating a series of codes that will regulate harmful online material as part of the Online Safety Act 2021.
CEO Williams said that while it was good to see that the government was taking steps to protect Australians online, it was still vital for the public to have a say in the decision-making process.
With this, ACCAN believes that the Government and the digital platform industry should work together to support an organisation that will represent community interests on digital platform issues.
“In order for the technology industry and the government to build trust in digital platforms, the very people who use the platforms have to be brought into the conversation,” CEO Williams said.
“Importantly, we need to consider the broad perspectives of People with Disability, culturally and linguistically diverse communities, First Nations peoples, young people, seniors, and people from regional, rural, and remote communities. As the peak body for communications consumers, this is an approach that ACCAN has championed in the telecommunications space for over a decade.”
This article was first published on Public Spectrum
Eliza Sayon is an experienced writer who specialises in corporate and government communications. She is the content producer for Public Spectrum, an online knowledge-based platform for and about the Australian public sector.
