keep me posted australia - pc.gov.au

Keep Me Posted Australia

Submission to the Productivity Commission Consumer Law Enforcement and Administration Draft Report January2017Lodgedelectronicallyon:http://www.pc.gov.au/inquiries/current/consumer-law/make-submission

KeepMePostedPOBox5231,BurnleyVIC3121ABN:83161552192T:0394212209W:keepmeposted.org.au

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Contents

AboutKeepMePosted......................................................................................................4

Introduction......................................................................................................................5

Comments.........................................................................................................................6Intelligencegatheringandsharing:worktowardsanationaldatabaseofconsumercomplaintsandincident...............................................................................................................................6Researchandadvocacyasinputsintopolicy..............................................................................8

Supportingevidence........................................................................................................101. Morecompaniesarechargingfeesforpaperbills............................................................102. DigitaldivideinAustralia.................................................................................................113. Consumerpreferences.....................................................................................................124. Managingfinancesonline................................................................................................125. Onlinephishingscams......................................................................................................136. Testimonials.....................................................................................................................13

Internationalexamples...................................................................................................17Europe.....................................................................................................................................17NorthAmerica..........................................................................................................................17


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About Keep Me Posted KeepMePostedAU(KMP)isaconsumeradvocacycampaignrunbyTSAlimited,anot-for-profitorganisation,andisapartnershipofadvocategroups,charities,consumergroups,employerandemployeerepresentatives,industryandlocalandfederalrepresentativeswhobelieveintheconsumer’srighttochoosethewaycompaniescommunicatewiththem.Increasingly,businessesareimposingfeesandrestrictingaccesstopaperbillsandstatements,denyingtheircustomersaninformedchoice.ItisthemostvulnerableAustralianswhocarrythegreaterburden.Furtherfindingsofaninternationalsurvey1showthat76%ofAustralianconsumersareunhappyifaskedtopayapremiumforpaperbillsandstatements,and69%wanttheoptiontocontinuereceivingprintedinformationasitprovidesapermanentrecordforimportantdocuments.Webelievethatitiseveryconsumer’srighttochoose,freeofcharge,howtheyarecontactedbybanks,utilitycompaniesandotherserviceproviders.Contact:KellieNorthwood ExecutiveDirectorCaroleSarasa PolicyAdvisorSuite6,151BarklyAvenueBurnleyVIC3121keepmeposted@twosides.org.au0394212209ABN:83161552192

1TwoSides/TolunaSurvey,2016

mailto:[email protected]


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Introduction KeepMePostedwouldliketothanktheCommissionerfortheopportunitytoprovidecommentsontheConsumerLawEnforcementandAdministrationDraftReportinsupportofourpositionthatthecurrentconsumerprotectionlegislation(particularlytheCompetitionandConsumerAct2012andtheElectronicTransactionsAct1999)oughttobeamended.KeepMePosted‘sobjectivesare:

1. ThatallAustraliansaregiventhechoiceofreceivingimportantinformationthroughtheirpreferreddeliveryoption,digitalorpaper,withoutapenaltyfee;

2. ThatallAustraliansaretreatedequallywhenitcomestoaccessibility,frequency,contentandservicedelivery,regardlessoftheirchoiceofhowtheyreceiveinformationfromsuppliers.

KeepMePosted’smainactivitiescompriseof:

- producinganddistributingresearchabouttopicsdirectlylinkedtotheissueofchargesforpaperbillsandstatements,including:

ü Digitaldivideü Digitalliteracyü RealcostofchargesonAustralianhouseholdsü Realcostforcompaniesandorganisationschargingthefeesü Onlinefinancemanagementanddigitalbankingü Onlinescams

- engagingwithpoliticalrepresentatives(local,stateandfederal)toraiseawarenessabout

theissueamongpolicymakersandtoeventuallyinfluenceachangeinregulationandlegislation.

KeepMePostedwouldliketoprovidefeedbackontwoaspectsraisedintheConsumerLawEnforcementandAdministrationDraftReportthatarecriticalforourorganisation’sactivities:

1. Developinganationaldatabaseofconsumercomplaints;and2. Fundingofpolicyandadvocacyresearch.

ü KeepMePostedfullysupportstheprojecttocreateanationaldatabasefor

intelligencegatheringandsharingofconsumercomplaintsandfurtheroutlinesthebenefitsofsuchadatabaseforitscampaigninthecommentsprovidedbelow.

ü Further,KeepMePostedsupportstheCommission’s2008recommendationfor

additionalfundingforconsumerpolicyandadvocacyresearch.

Thissubmissionprovidessomecriticalinsighttotheissuesoutlinedabove.KeepMePostedwouldalsowelcomefurtherengagementwiththeProductivityCommissioniftherearemattersuponwhichwecouldusefullyelaborate.Thankyouagainfortheopportunitytoprovideourfeedbackandsubmissionoverleaf.


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Comments Intelligencegatheringandsharing:worktowardsanationaldatabaseofconsumercomplaintsandincidentInresponsetoparagraph4.2Intelligencegatheringandsharingofthedraftreport2,KeepMePostedexpressesitssupportforthecreationofanationaldatabaseofconsumercomplaints.WebelievethatsuchadatabasewouldaddressmanyoftheissuespreventinganaccurateappreciationoftherealimpactoffeesleviedonAustralianconsumerssimplytoreceivepaperbillsandstatements:ScaleoftheissueKeepMePostedbelievesthatthenumberofconsumercomplaintsrelatedtopaperfeesleviedbysuppliersislargelyunderestimated.KeepMePostedsupportersreporthavingcomplainedtoanumberofconsumerprotectionregulatorsororganisations(TelecommunicationsIndustryOmbudsman,FinancialOmbudsmanService,ConsumerAffairsVictoria,etc.)andyet,theissuedoesnotseemtoappearintheactivityreportsofthoseinstitutions.Aconsolidatednationaldatabasewouldprovideamoreaccurateaccountofthosecomplaints.AccurateidentificationofthespecificityoftheissueItseemsthat,ingeneral,complaintsaboutfeesleviedbysupplierforpaperbillsandstatementsareconsolidatedunderthewidertopicof‘Billingissues’.ThislackofspecificityinthetreatmentofthecomplaintsisanotherimpedimenttoanaccurateappreciationoftheimpactofthepaperfeesonAustralianconsumers.EvaluationoftherealimpactofpaperfeesTheharmtotheconsumeroffeesleviedbysupplierforpaperbillsandstatementsgoeswaybeyondthefinancialimpacttheymakeonalreadyeconomicallyvulnerablehouseholds.Directingpeoplewhoarenotdigitallyskilledtousedigitalcommunicationsexposesthemtothefollowingrisks:

- BeingthevictimofonlinescamswhichcostAustralianstensofmillionsofdollarseveryyear3;

- Mismanagingtheirfinancesduetodisminishedaccesstotheinformationcontainedintheirbillsandstatements4;

- Incurringunsoliciteddirectcarrierbillingontheirtelecommunicationsbillswhichoftengoesunnoticedforextendedperiodsorindefinitely.

Ø KeepMePostedrequeststheimplementationofanationaldatabasethataccuratelyreflects

thetruescaleandimpactofthefeesleviedbysuppliersforpaperbillsandstatements.KeepMePostedparticularlyappreciatestheCommission’scommentonp111ofthedraftreport:”Analysisofacombineddataset,whichwasupdatedinatimelyway,wouldgenerallyleadtotheearlieridentificationofsystemicissuesandbetterfocusonregulatoryeffort.”WebelievethatwhentheElectronicTransactionsAct1999allowedorganisationstocommunicatewiththeircustomersviaelectronicmeansasafetynetforconsumerswasremoved.TheActsays

2ConsumerLawEnforcementandAdministrationDraftReport,2016,pp108-1163TheACCCScamwatchwebsitereportsa$81594589lossfor2016.Source:http://www.scamwatch.gov.au4Seeonpage12ofthepresentsubmission,Supportingevidence,4.Managingfinancesonline.


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thatrecipientsofelectroniccommunicationsmustconsenttotheinformationbeinggiventhatway5,howeveritfailstospecifythatifpapercommunicationsarepreferred,recipientsshouldnotbechargedafeeforit.

Ø KeepMePostedrequeststheimplementationofanationaldatabasethatwouldallowearlydetectionofhowregulatoryandlegislativechangesaffectconsumers’rights.

KeepMePostedbelievesthatthenationaldatabaseshouldbepublicallyavailableandthatconsumeradvocacygroupsshouldbegrantedfullaccess.Completetransparencyiscriticaltoguaranteeaflowingandconstructivenationalconversationtoensurethebettermentofconsumerprotection.KeepMePostedalsobelievesthatapublicallyavailabledatabasewouldmakecorporationsawareoftheircustomers’strugglesandmotivatethemtorespondbeforebeingforcedtobylaw.Inshort,apublicallyavailabledatabasewouldprovideanincentivetobusinessestoadoptgoodpractices.Inthecaseofpaperfeesleviedbysuppliers,businessesmightalsobeincitedtoinnovateinordertoofferuserfriendlydigitalplatformsratherthanpunishingtheircustomersfornotspontaneouslyadoptingthem.InacontributionpublishedonForbes.com,RichDalyexplainsthatalargepartoftech-savvyconsumersintheUSdonotembracedigitalcommunicationsfortheirbillsandstatementsbecausecompaniesfailtoprovideefficientandconsumerfriendlydigitalalternativestopaperbillsandstatements6.

Ø KeepMePostedrequeststheimplementationofanationaldatabasethatwouldbepublicallyavailableandfullyaccessibletoconsumeradvocacygroups.

KeepMePostedfurtherrequeststhatcorporationsareheldaccountableandsustaintheirclaimswhentheyrespondtoconsumercomplaints.Forinstance,corporationsshouldprovideevidenceoftheallegedcostandrevealtheircoststructurewhentheyarguethattheimplementationoffeesforpaperbillsandstatementsisduetotheincreasingcostofprintandpostage.

Ø KeepMePostedrequestsaccountabilityforthecorporatesectorwhentheydealwithconsumercomplaints.

KeepMePostedalsoacknowledgestheconcernsoutlinedbytheACCCintheirsubmissiontotheIssuesPaper7aswellastheCommission’sconcernsaboutthecost-benefitsanalysisoftheimplementationofanationaldatabaseofcustomerscomplaints.However,wesuggestthatthebenefitsofanationaldatabaseareextensivewhenconsiderationisgiventothesignificantfinancialrisksconsumersfindthemselvesexposedto.ItisthemostdisadvantagedAustralianswhoaremostimpactedbysupplierslevyingfeesforpapercommunication–Australianswhoaredisabled,inalow-incomehouseholdordependentonaparentingpayment,anagepension,disabilitysupportpensionoraNewstartallowance,aretwicetofivetimesmorelikelytohavenoaccesstotheinternetthanthenationalaverage8.Thebenefitsofaddressingthisdisadvantagearegreaterthanmerelyrestoringconsumerrightsandextendtomattersofsocialjusticeandequity.

Ø KeepMePostedrequestsacost-benefitanalysisfortheimplementationofanationaldatabasethatalsotakesintoconsiderationthewidersocialbenefitsofstrongerconsumerprotection.

5ElectronicTransactionsAct1999,Section9WritingandSection11Productionofdocument6ThebarriertoAmericagoingpaperless,Forbes,20167ACCC,Submission23,p.208Seeonpage11ofthepresentsubmission,Supportingevidence,2.DigitaldivideinAustralia.


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ResearchandadvocacyasinputsintopolicyOnpage187ofthedraftreport,paragraph6.3Researchandadvocacyasinputsintopolicy9,theCommissionposesthefollowingquestion,“IstherestillaneedforadditionalfundingforconsumerpolicyresearchasenvisagedintheCommission’s2008ReviewofAustralia’sConsumerPolicyFramework?”andremindsusthat:

In2008,theCommissionrecommended(rec.11.3)that:WithinthebroaderconsumerpolicyimplementationframeworkagreedtobyCoAG,theAustralianGovernment,inconsultationwithMCCA[MinisterialCouncilonConsumerAffairs],shouldtaketheleadroleindevelopingarrangementstoprovideadditionalpublicfundingto:•helpsupportthebasicoperatingcostsofarepresentativenationalpeakconsumerbody;•assistthenetworkingandpolicyfunctionsofgeneralconsumeradvocacygroups;and•enableanexpansioninpolicy-relatedconsumerresearch.PartofthelatterfundingcomponentshouldbeusedtoestablishandsupporttheoperationofadedicatedNationalConsumerPolicyResearchCentre(NCPRC),withtheremainderprovidedascontestablegrantsforresearchonspecifiedconsumerpolicyissues.AnindependentreviewoftheeffectivenessoftheNCPRCindeliveringbeneficialresearchoutcomesshouldbeconductedafter5years.Thenewfundingarrangementsshouldbesubjecttoappropriateguidelinesandgovernancerequirementstohelpensurethattaxpayersupportcontributestohighqualityadvocacyandpolicyresearchinpriorityareas,andthatthenationalinterestisappropriatelyrepresented.

Source:PC(2008,pp.291–292).Onpage189,theCommissionfurtherasks“whether,in2016,thereissignificantunmetdemandfrompolicymakersforinputfrominformedconsumeradvocatesor,atleast,whethersomeconsumeradvocatesthatcouldmakeavaluablecontributionareunabletotakeupopportunitiestoprovideinputbecausetheylackresources”.KeepMePostedfullysupportstheCommission’s2008recommendationandconfirmsthatinouropinionthereisastillneedforadditionalfundingforconsumerpolicyandadvocacyresearch.InastatementcommentingonthereleaseoftheCommission’sDraftreport10,Consumers’FederationChairGerardBrodysaid“ConsumergroupsaroundAustraliaworkonissuesofconcerntoallAustralians,buttheydonothavetheresourcestocovereachissueofimportance,ortomatchtheconsiderableresourcesofindustry.”Independentandin-depthresearchiscriticalforpoliticalrepresentativesandpolicymakerstoworkonpolicymaking.Whenengagingwithpoliticalrepresentatives,KeepMePostedisrightlyaskedtoprovideindependentlyproducedevidencetosustainitsclaims.Theprovisionofresourcesinthisareawillaidpolicymakersandpolicyadvocates.KeepMePostedstronglyendorsestheConsumers’FederationofAustraliacomment11:

“Afundedpeakbodywithcapacitytobothcoordinatediverseconsumerorganisationsaswellasundertakeorcommissionconsumerresearchwillfacilitatebetterconsumerpolicyoutcomes,

9ConsumerLawEnforcementandAdministrationDraftReport,2016,pp185-19010ProductivityCommissioncallsforgreaterinvestmentinconsumeradvocacy,Consumers’FederationofAustralia,201611Consumers’FederationofAustralia,submission19p.5


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becausetheconsumerinterestwillbestronglyarticulatedinpolicydebates…”

Ø KeepMePostedrequestsadditionalfundingintoconsumerpolicyandadvocacyresearchtoprovidebetterinsightsforpolicymakers,ensuringgreaterconsumerprotection.

KeepMePostedrequests:Ø Theimplementationofanationaldatabasethat:

- accuratelyreflectsthetruescaleandimpactofthefeesleviedbysuppliersforpaperbills andstatements.

- allowstheearlydetectionofhowregulatoryandlegislativechangesaffectconsumers’rights.

- ispublicallyavailableandfullyaccessibletoconsumeradvocacygroups.Ø Theaccountabilityofthecorporatesectorwhentheydealwithconsumercomplaints.Ø Acost-benefitsanalysisfortheimplementationofanationaldatabasethatalsotakesintoconsiderationthewidersocialbenefitsofstrongerconsumerprotection.Ø Additionalfundingintoconsumerpolicyandadvocacyresearchtoprovidebetterinsightsforpolicymakers,ensuringgreaterconsumerprotection.


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Supporting evidence Increasingly,businessesareimposingfeesandrestrictingaccesstopaperbillsandstatements,denyingtheircustomersaninformedchoice.Thedigitaldivideisasignificantnationalissueandimpacts3.5millionAustralianswiththemostvulnerablewhocarrythegreaterburden.Beyondthat,manyconsumers,evendigitalnatives,stilloftenchoosepaperastheirpreferredcommunicationchannel.Outcomesforindividualswhomanagetheirfinancesonlineandthevulnerabilitytoonlinephishingscamsargueinfavorofmaintainingaccesstopaperbillsandstatements,withoutpenalty,forthosewhowanttomakethatchoice.

1. MorecompaniesarechargingfeesforpaperbillsFollowingatrendthatstartedaround2014-2015,everymonthmorecompaniesannouncetheyaregoingtostartchargingafeetotheircustomerswhowishtoreceivetheirbillsandstatementsonpaper.Todate,KeepMePostedhasidentifiedthecompaniesbelow:1stEnergy $2.00 AGL $1.75 BuxtonHamptonEast $1.50 CityBank $2.00 CommBank $2.50 FromFebruary2017DiamondEnergy $1.93 Dodo $2.20 EnergyAustralia $1.69 EnovaEnergyPtyLTd $1.50 Foxtel $2.00 GloBirdEnergy $2.00 iinet $1.49 NSWRoadsendMaritimeServices $2.20 Optus $2.20 Origin $1.75 PeopleEnergy $2.00 QEnergy $2.75 Telstra $2.20 Vodafone $2.20 Toourknowledge,theyrepresent~33%ofthemainenergyprovidersand~70%ofthemaintelcos.Someofthecompaniesoutlinetheyarewillingtowaivethefeesfortheirmostvulnerablecustomers,howeverthecriterionforfeeexemptionisinconsistent.KeepMePostedhasfound


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financialinstitutionswillwaiveforthoseovereighty(80)yearsold,whereasotherswillwaiveforthoseofpensionage(60-65years).TestimonialsfromAustraliansraiseconcernsthatcompaniesmakeitdifficultfortheircustomerstoclaimtheirrighttoexemption.KeepMePostedarguesthatitisnotthepositionoftheprivatesectortodetermineanAustraliancitizen’s‘vulnerability’andanyassessmentofthiskindmustremainwithinGovernmentcareandprotection.InreviewingAustraliansconcerns,KeepMePostedhasanalysedthecostofpaperbilling(printing,mailprocessingandpostage)comparedtothefeechargedtothecustomerandrevealsthefeechargedisextendedbeyondcostcaptureofincreasedprocurementcostsofbusiness.Companiesusetheargumentofanallegedincreaseofprintingandpostagecoststojustifystartingtochargeforpaperbillsandstatements.KeepMePostedhighlightsthat,infact,printingcostsoverthepastfiveyearshavedecreasedyearonyear12.Inaddition,AustraliaPostpricesoverthepastfive(5)yearshaveonlyincreasedby$0.25perunit,yetfeepenaltiesareaveragingaround$2.20perunit.Analysisofthemarketofmajormailusersfoundthatcostperunitequatesto$0.88forastandardbillor$1.02forapersonalisedmarketingstyleinvoice,withanaveragefeepenaltytothecustomerof$2.20,thispotentiallyrealizesa$1.32profittocompanieswithmillionsofcustomersacrossAustralia.Byexampleofsector,thefour(4)largebanksinAustraliapromotehavingover10millioncustomers,perstatementandoveratwelve(12)monthperiodthatrealises$158.4millioninadditionalrevenuepercompany.Acrossthefour(4)entities,thisequatesto$633.6millionabovethecostsofdoingbusinessfromtheprocurementcostsofprovidingthepaperbillorstatement.AnAustralianhouseholdreceivesanaverageof7to8invoicespermonthwithanaveragecostof$2.20perbill,thisequatestoanadditionalcostof$180.00perannum.Further,feesoftenapplytonon-electronicpaymentmethodsandothernon-directdebitmethods:cheques,DebitorCreditCard,atthePostOfficecounter,overthebiller’scounteretc.Withafeethatisusually$1.00pertransaction,thetotaladditionalcostof“pay-to-pay”is$270.00perhouseholdandperyear.TheimpactyearafteryearonthemostvulnerableAustralians’financesissignificantinanincreasingdigitaldivideandseeingrealimpactontheaverageAustralianfamily.

2. DigitaldivideinAustralia

Currently3.5millionAustraliansdonothaveinternetaccessathome,moreoftenthesepeoplearedisadvantaged,elderly,orlowincomefamilies.Only51%ofAustraliansover65areinternetusers.Sources:Infoxchange,AnnualReport2016AustralianBureauofStatistics.HouseholdUseofInformationTechnology,2014-15

InAustraliaifyouaredisabled,inalow-incomehouseholdordependentonaparentingpayment,anagepension,disabilitysupportpensionoraNewstartallowance,thenthelikelihoodofhavingnoInternetathomeistwicetoalmostfivetimeshigherthanthenationalaverage.Source:AustralianBureauofStatistics,2012Accesstotheinternetfallstojust57%forhouseholdswithanincomelessthan$40,000.AffordabilityisanissueacrossAustraliaandrisesininternetcost,evenslight,arelikelytofurther

12IBISWorldIndustryReport,PrintinginAustralia,2015


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exacerbatethedigitaldivide.Source:AustralianCommunicationsConsumerActionNetwork(2015)38%ofAustraliansfeelthattheyarebeingleftbehindwithmoderntechnology,risingto44%whoareconcernedaboutthefuture.Source:AustralianInstituteofFamilyStudies.AustralianFamilyTrendsNo.7-March2015TheAffordabilityIndexnumbershowsAustraliagoingbackwardswithhouseholdsnowspending1.17%oftheirincomeoninternetservices(upfrom1%in2014).Source:AustralianDigitalInclusionIndex2016

3. ConsumerpreferencesResultsofarecentinternationalsurveyconductedbyTolunaInc.illustratesthatamajorityofAustralianswanttoretainachoiceforpaperoptionsratherthanbeforcedinto“digital-only”communications.

• 76%ofAustralianconsumersareunhappyifaskedtopayapremiumforpaperbillsandstatements;

• 69%wanttheoptiontocontinuereceivingprintedinformationasitprovidesapermanentrecordforimportantdocuments;

• 58%areunhappythattheresponsibilitytoprintvaluabledocumentsisbeingpassedtothem;

• 44%wouldconsiderchangingserviceprovidersifaskedorforcedtomovetopaperless

communication;

• 43%don’thaveareliableinternetconnectionandwantpaperrecords.

Source:TwoSides/TolunaSurvey,TheAttractivenessandSustainabilityofPaperandPrint,2016

4. ManagingfinancesonlineFindingsofabehaviouralstudybyLondonEconomicsforKeepMePostedUK(2015)showthatthosewhoreceivetheirbankstatementsonpaperaremorelikelytounderstandandretaintheinformation,totakeappropriateactionandtomakebetterfinancialdecisionsasaresult.

• Peoplearemorethantwiceaslikelytorecalltheircurrentbalancewhentheyreceivetheirbankstatementonpaper(82%comparedto32%whoreceiveonlinestatements).

• Peoplewhoreceivepaperstatementsarebetteratcorrectlyassessingthefinancialhealthoftheiraccount(75%comparedto48%).

• 90%ofthosewhoreceivepaperstatementsarebetterabletospotwaysinwhichtoimprovetheirfinances(comparedto77%).


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ThishastobeseeninacontextwherenotonlyAustralia’saveragehouseholddebtisfour(4)timeswhatitwastwenty-seven(27)yearsago,butalsothattheratioofhouseholddebttodisposableincomehasalmosttripledinthesametime,from64%to185%.ThistrendhasledtheInternationalMonetaryFund(IMF)tosingleoutAustralia,alongwithCanadaandSingapore,forthenotablefastpaceofprivatedebtgrowth.Sources:LondonEconomics,Managingmoneyonline,2015UniversityofCanberra-NATSEM,Buynowpaylater.HouseholddebtinAustralia,2015InternationalMonetaryFund,Debt.Useitwisely.,2016

5. OnlinephishingscamsTheACCC'sScamwatchandtheAustralianCybercrimeOnlineReportingNetwork(ACORN)haveaggregatedtheirdatatoprovideaclearpictureofthelossescausedbyscamsinAustraliain2015.

• Totalscamlossesexceeded$229millions($85millionsreportedtoScamwatchand$127millionsreportedtoACORN).

• 38.8%ofthescamsweredeliveredbyemail,internetandsocialmedia.

• 40%ofreportsweremadebypeopleaged55andover.

Source:ACCC–Scamwatch,2015

6. TestimonialsAllthetestimonialsbelowhavebeencollectedbytheKeepMePostedcampaign,theyrepresentonlyafractionofthecommentsreceived.

“AsanolderAustralian,IamquitecautiousaboutwhatIdoonlineandIdonothaveamobilephone.IfIsupportacompanybybuyingitsproductsorservicesIexpectthemtoprovidemewithaFREEpaperbilltocheck,pay,andthenkeep.Ifilethesebillsandtheyactasareferenceforguaranteesetc.Wenowareforcedtoreceiveourelectricityaccountonlineanditisanightmaretocheckboththeusageandcost-whyshouldIhavetoprintitoffinordertounderstandit!!!Wedohavetheinternetathomebutmyhusband,forexample,wouldnomoreknowhowtoaccessanyformofinformationonlinethanflytothemoon”.Suzanne,25/04/2016

“WhenIchangedmyTelstrabundlequitesometimeagotheyrefusedtosendamonthlyhardcopybillunlesstheychargedme$2fortheprivilege.IagreedtothisasIdidn’twantbillssentviaemailasIfindittooeasytoforgetthattheyneedtobepaid.EarlierthisyearTelstraputupthepriceforpaperbillsto$2.20withoutanynotification.Notonlythatbuttheywantedtochargeme$1.00becauseIpaythematthepostoffice.Thismeantthattheygotanextra$3.20becauseIprefertoreceiveandpaymybillstheoldfashionedway.Icontactedthemandprotestedvigorouslyandwascreditedwiththosechargesbutthere'snoguaranteethatitwon’thappenagainsoitmeansthatIhavetobevigilantwhenthebillsarrive!


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IwrotetotheOmbudsman’sofficetosaythattheirpracticewasdiscriminatorytoeveryone,especiallytheagingpopulation,buttheyjustsaidthatTelstrawaswithinthelawtochargeforthesetwothings.Isay-letschangethelawtogiveconsumersachoice!!”Lynne,26/04/2016

“Sometimes,emailorelectronicnotificationforthingsisfine,butformybankingdocumentsandmybills,Ipreferpaper.Mostprovidershavetakenawaythatchoice!TheywanttoCHARGEmetoreceivemybill!Atonestage,IwaschangingproviderswhenIfeltIwasbeingblackmailedintoreceivingelectronicbills,butit’ssocommonnow,Ican’tchangeprovidersanymore.I'mleftwithhavingtousemypaper,andmyprintertoprinttheseelectronicallysentbills.SavesTHEMmoneybutcostsmemoretousetheirservicesinthewayIneedto.”Alison,8/06/2016

“IobjecttobeingrepeatedlybadgeredbyalmosteverycompanythatprovidesservicestometochangemycommunicationpreferencesandbillaccessfrompaperbillsviaAustraliaPosttoelectroniconly.Iwillnotagreetoareductioninservicewhilstthereisnoreductioninprice.Ialsodonotwanttospendonedayeachmonthsittinginfrontofmycomputertoaccessnumerousonlineaccountstodownloadandprintmybills.Thesecompaniesallsaythattheyaretryingtosavetheenvironmentwheninfacttheyarealldrivenbyaburningdesiretosavemoneytoincreasetheirprofitlevel.IwillcontinuetoinsistonreceivingpaperbillsviaAustraliaPostashasbeenthecasemyentireworkinglife.Whathappensifyourcomputerfails?Howwillyougetyourbillthen?Whatifyoucan'taffordtheinternetconnection,thecomputer,theprinter,theprinterinkandthepaper?Whataboutthoseonthepensionoragovernmentbenefit?”Brett,30/06/2016

“Idonotlikedoingbusinessonlineandrefusetodoso.ForthisIambeingdiscriminatedagainst.Iobjecttobeingcharged$2.50foraMacquarieCashManagementAccountbankstatementand$3.20foraTelstrapaperbill.ThisisNOTFAIR!!!Iliketokeepapaperrecordofmybusinessdealings.Idonotwanttohavetoprintoutinfoonmyprinter!!!”Patricia,11/07/2016

“Chargingforpaperbillsiscausingangstandissuesforseniorcitizens.Formanywhodonothaveaccesstocomputersandarelivingonapension,theadditionalcostisanimposttheycan'tafford.”Linda,20/07/2016

“Itseemsunfairthatinvoicesandremindersthatwereoncesentasnormalbusinessnowrequireanextrafeetoreceive.Ifindthatpaperinvoicesdon'tgetmissedandmypreferenceistoreceivepaperinvoices.”Gavan,8/08/2016

“EnergyAustraliaisnowchargingforpaperbills&paymentviaAustraliaPostfrom1/11/16.WhyshouldIhavetopayafeejusttogetabillorpayabill.Arip-off.”Chris,12/08/2016

“Iputallmypaperbillsinorderofpaymentdateandusethemasaremindertopay.IalsokeepallmybillsforuseattaxtimeandifIhaveanissuewithabillandneedtogobacktoviewthem.I'mabusyworkingmotherwhohardlygetstimetoshowerletalonecheckmyemailonaregular


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basis(sometimesIdon'tcheckitforweeksoramonth),thenhookuptoaprintertoprintthebill.Tootimeconsumingandwaytoohardforme…”Deanna,30/08/2016

“Impositionofafeeisverydiscriminatorytowardsthepeoplewhodonotorcannot.”Emeric,16/09/2016

“Organisationsthathavesentmemailfor35yearsnowwanttochargeme?Ithinkit'stotallyunfairandunreasonable.”Tamara,28/09/2016

“PaperbillsareimportanttomeasIattachthereceipt&thereforehaveproofofpaymentreadilyavailable.Previousaccountsarethereforealsoathandforcomparison.TheinternetdoesplayupattimessoIdon'tfeelIcantrustitwithimportantthings.”Yvonne,26/11/2016

“Ithinkitisimportanttostillprovideapaper/mailcommunicationforthosepeoplethatdesireit.Whydoesthepublichavetobebulldozeddownapaththatnoteveryonewants?”Noela,29/11/2016

“Ibelievetheyaretakingtheonusoffthemselvesfortheservicethatcomeswiththeaccountholder.Theyhavechosenwithoutanyconsultationwiththecustomertodothiswhathappenedtocustomerservice.”Barry,29/11/2016

“Iwasswitchedtoe-mailbillingbyTelstrasomeyearsagowithoutmyconsent-asIdon'toftencheckmye-mailsIdidn'tpayonemonthlybillasIhadn'treceivedmyregularbillinthemail.WhenIcomplainedtoTelstratheywaivedtheoverduefeeandadmitteditwasan"administrationerror"thatcausedsomecustomerstobeswitchtoe-mailbillingwithoutthemknowing.Mybank(SuncorpMetway)alwayshas"gopaperless"markedontheirenvelopesandonetimetheysentmealettersayingthatmybillingwouldbechangedautomaticallytopaperlesssometimeinthenextmonth.IrangthemandcomplainedandsaidIwantapaperbillmailedtome-Iamstillreceivingmypaperbill.MypartnerreceivedaletterfromAGL(Electricity)sayingthatifshestillwantedtoreceiveapaperbilltherewouldbeafee.Shehasn'thadabillfromthemsincethen,butIamsurethenextbillwillincludeafeeasshehasnotnominatedtoreceiveane-mailbill.Thiswholethingisridiculous-partofdoingbusinessistosupplyacustomerwithaninvoice,accountorreceipt-whyhavepeopleacceptedthatdoingacompany'sprintingforthemforfreeissomehowconvenient?Thisisnothingshortofafraud-whatotherbusinessfunctionswillcompaniesputbackontotheconsumerconvincingthemthatitissomehowconvenientforthecustomer.”Greg,29/11/2016

“Iamretired,IdonotalwayshaveaccesstoaprinterandIfeeldisadvantagednothavingtherightofchoiceastohowIreceivemybills.Iobjectstronglytohavingtopaytobeacustomer.”Hazel,30/11/2016

“Iamverytechnologicallychallenged.Istrugglewithusingmycomputer&ifitwasn'tformyhusbandhelpingme,Iwouldmostdefinitelybemoreofflinethanon.Iwon'tletbusinessesIdealwithsendmebillsonline.Idemandthattheysendthemtometheoldfashionedway,intomyletterbox.


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Iliketobeabletophysicallyholdabill,&fileitawayintoadisplayfolder.IknowIhavegotitthen.It’ssoeasyforemailstogetlost,&thenumberofemailsthatneverarriveisnotjust'afew'.Ithappensalot,apparently.Andyouknow,it’snotjust'usoldies'whopreferpaperbills.IhaveheardthatsomeGenY'sarewantingtodoitthepaperway,too.Theiremailbillshavenotturnedup,&thenthenextthingtheyknow,theirpowerhasbeencutoff.Whyshouldwebebulliedbybigbusiness?Theyneverusedtochargeusforpaperbillsbeforetheinternetwasaround,sowhyshouldtheybeallowedtodoitnow?”Jan,30/11/2016

“Hi,Ireceivealotofmailformyclientsonamailredirectionserviceanditissomuchmoreefficienttocontinuetogetthemailviatheletterboxratherthanemail.Emailmailcanbeeasytomiss.”Megan,2/12/2016


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International examples

EuropeCountrieswithintheEUhavebeenquicktotackletheissuewithcampaignssuchasKeepMePostedEUleadingthecharge.Legislationthatprotectsconsumerrightshasalreadybeenenactedthroughoutnumerousmemberstates.

GermanyInOctober,2014theFederalCourtofJusticeupheldtheHigherRegionalCourtofFrankfurt’sdecisiondeclaringitunlawfulformobilephoneproviderstoincludeanadditionalfeeforpaperbills.Accordingtothecourt,paperbillsandtheirshippingarepartoftheprovider’sexpenseswhichcannotbepassedontotheconsumer.

FranceSinceJanuary2014,Frenchconsumershavehadtheright,freeofchargeordisadvantage,toreceivebillsonpaperratherthanelectronicmeans.Therequestmaybemadeatanytimeincludingatthetimeofsubscription.

SpainAnewconsumerlawpassedin2014implementedtheSpanishconsumer’srighttoreceivepaperbillsforalltypesofconsumercontractsandthisrightcannotbemadedependentonanyeconomicamount.Companiesalsoneedtheexplicitconsentoftheconsumertolegallysendelectronicinsteadofpaperbills.

FinlandInMarch,2014TheFinnishMarketCourtdeclaredthatoptingforpaper-basedinvoicesandbillsisabasicrightandconsumerswhooptforitarenotallowedtobechargedextra.

IrelandTheIrishCommissionforCommunicationsRegulationsissuedadecisioninJune,2013thatdeclaredpaperbillsmustbeissuedbyserviceprovidersfreeofchargeunlessotherwiserequestedbytheconsumer.

BelgiumBelgianlawallowsallconsumerstochoosehowtheyreceivepaperbillswithoutbeingchargedandrequirescompaniestoreceiveexplicitconsentfromconsumersbeforeswitchingtoelectronicbills.

AustriaTheAustrianSupremeCourtofJusticehasrecentlydecideditisunlawfulfortelecommunicationsserviceproviderstoautomaticallyswitchfrompapertoelectronicbilling,eveniftheconsumerhadthechancetoobjectpriortotheswitch.TheTelecommunicationsActallowsconsumerstoreceivepaperbillsfreeofcharge,whethertheyoptforitattheconclusionofthecontractoratanytimeafterwards.

TheNetherlandsDutchnationalOmbudsmanReiniervanZutphenhasconcludedthattaxauthoritieshavecommittedmajormistakestransitioningfrompapertodigitalforms.AccordingtotheOmbudsman’sreportpublishedin2016,thegovernmentshouldnotforcecitizensintomakingtheirtaxdeclarationsonline,asthiscouldresultinthemostvulnerablemembersofthecommunitylosingout.

NorthAmerica

CanadaIn2014,theCanadianFederalgovernmentblockedtelecommunicationandcablecompaniesfromchargingfeesforpaperbills.Lastyear,thegovernmentannouncedthatitalsoproposedtoabolishpaperbillchargesleviedbybanks.

UnitedStatesofAmericaWhiletherearecurrentlynoplansforfederallegislation,thestateofNewYorkhasledtheway,prohibitingcompanieschargingNewYorkcustomersfeesforpaperbills.InPennsylvania,ThePublicUtilityCommission(PUC)determinedthatchargingcustomersforabillwas‘anunjustandunreasonablepractice’andthat‘thecostofpaperbillsshouldbepartofnormalservicerates’.

keep me posted australia - pc.gov.au

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