The ACCC s Proposed Digital Platform Ombuds Scheme: Does It Go Far Enough?

Wilding, D; Lee, K

The ACCC s Proposed Digital Platform Ombuds Scheme: Does It Go Far Enough?

Wilding, D

Lee, K

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Publisher:: AustLII Foundation Press
Publication Type:: Journal Article
Citation:: Computers and Law, 2022, 94, pp. 8:1-8:6
Issue Date:: 2022

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Field	Value	Language
dc.contributor.author	Wilding, D https://orcid.org/0000-0002-7806-8895
dc.contributor.author	Lee, K https://orcid.org/0000-0002-9640-221X
dc.date.accessioned	2024-05-23T00:14:13Z
dc.date.available	2024-05-23T00:14:13Z
dc.date.issued	2022
dc.identifier.citation	Computers and Law, 2022, 94, pp. 8:1-8:6
dc.identifier.issn	0811-7225
dc.identifier.uri	http://hdl.handle.net/10453/179150
dc.description.abstract	A proposal by the Australian Competition and Consumer Commission for the establishment of a new Digital Platform Ombuds Scheme is being considered by the Australian government. Drawing on our research into options for digital platform complaint handling, and a round table consultation we held with industry, government and consumers at the end of 2022, we support the proposal and also suggest that the existing Telecommunications Industry Ombudsman scheme could be adapted for this purpose. Using a typology for digital platform complaints that we developed as part of our research, we observe that the proposed ombuds scheme would cover only ‘transactional’ type disputes between end-users and platforms, such as unmet contractual obligations. Recognising the likely expansion of complaints between end-users, and the fluidity of complaint types, we argue for a more comprehensive approach that would address a broader range of complaints, coupled with the development of internal dispute resolution standards.
dc.language	en
dc.publisher	AustLII Foundation Press
dc.relation	Australian Communications Consumer Action Networ
dc.relation.ispartof	Computers and Law
dc.rights	info:eu-repo/semantics/closedAccess
dc.title	The ACCC s Proposed Digital Platform Ombuds Scheme: Does It Go Far Enough?
dc.type	Journal Article
utslib.citation.volume	94
utslib.location.activity	Australia
pubs.organisational-group	University of Technology Sydney
pubs.organisational-group	University of Technology Sydney/Faculty of Law
pubs.organisational-group	University of Technology Sydney/Strength - CMT - Centre for Media Transition
utslib.copyright.status	closed_access	*
pubs.consider-herdc	true
dc.date.updated	2024-05-23T00:14:11Z
pubs.publication-status	Published
pubs.volume	94

Abstract:

A proposal by the Australian Competition and Consumer Commission for the establishment of a new Digital Platform Ombuds Scheme is being considered by the Australian government. Drawing on our research into options for digital platform complaint handling, and a round table consultation we held with industry, government and consumers at the end of 2022, we support the proposal and also suggest that the existing Telecommunications Industry Ombudsman scheme could be adapted for this purpose. Using a typology for digital platform complaints that we developed as part of our research, we observe that the proposed ombuds scheme would cover only ‘transactional’ type disputes between end-users and platforms, such as unmet contractual obligations. Recognising the likely expansion of complaints between end-users, and the fluidity of complaint types, we argue for a more comprehensive approach that would address a broader range of complaints, coupled with the development of internal dispute resolution standards.

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http://hdl.handle.net/10453/179150