A new survey of 6000 CHOICE supporters has found that almost 3 in 4 (73%) have experienced poor customer service from a business they dealt with in the preceding year, and 85% believed that customer service provided by businesses is getting worse.
"From telcos, to banks, to insurers, to ride-sharing apps, it's clear that far too many companies are giving consumers the run-around and creating barriers that prevent people getting the support they need. Over half of the survey respondents reported they were trying to resolve a problem with a product or service they'd already purchased, so many were potentially paying for something they couldn't use," says Deputy Director of Campaigns and Communications, Andy Kelly.
The survey also found:
- 48% of survey respondents said they felt they had been kept waiting too long when trying to seek help by phone
- 43% of survey respondents said the service they received hadn't solved the issue they'd had with a good or service
- 31% of survey respondents said it hadn't been easy for them to find a way to contact a business they wanted help from
"Legally, there isn't much preventing companies from making it hard to get issues resolved, which is why CHOICE is calling on the government to pass strong new fairness laws that would make a raft of unfair business practices illegal. New fairness laws should prevent businesses from intentionally making it difficult to get problems resolved, like hiding contact details and deliberately creating lengthy hold times," says Kelly.
"Most people mistakenly believe businesses are already required to treat consumers fairly – so people are expecting a level of protection that simply doesn't exist. The government has already consulted on a proposed ban on unfair trading practices, so this reform should be expedited and expanded to financial services to ensure our consumer laws actually meet consumer expectations," says Kelly.
One consumer CHOICE spoke to, Karen, told us she spent a "surreal" amount of time over several weeks about a car insurance claim.
"Karen told us the experience with her insurer means she may just decide to pay out of her own pocket next time her car needs a minor repair. Being deterred from accessing your legal rights due to poor customer service is unfair. But these business practices may not be illegal," says Kelly.
Karen is available to share her experience with the media. Contact CHOICE Media if interested.
Editor's notes:
CHOICE's customer service survey was conducted in May 2024 and surveyed 6060 CHOICE supporters about their experiences with customer service in the preceding year.
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