Vulnerability can affect anyone at any time particularly if the consumer is faced with an unexpected change of circumstance or a particularly urgent or complex situation and information is not transparent and accessible. Standards Australia has released a new draft standard which specifies requirements and guidelines for organizations on how to design and deliver fair, flexible, and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability.
The new draft Standard AS 22458 Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service (ISO 22458:2022 MOD) is Open for Public Comment until 25 July 2025. This document is an adoption with national modifications, and has been reproduced from, ISO 22458, Consumer vulnerability. The modifications are set out in national variations. Standards Australia encourages views and input from a wide cross section of the public on a draft publication during the Public Comment stage. Create a free account when you Login to Drafts Open for Public Comment and search for the draft of Draft AS 22458 .
More information on How to Open, Browse, and Comment on a draft standards in the Standard Australia Public Comment Portal Help Guide.
The ACCC Consumer vulnerability: A business guide to the Australian Consumer Law helps businesses understand how to engage with consumers experiencing vulnerability and key business responsibilities under the Australian Consumer Law (ACL). The June 2023 OECD report on the nature and scale of Consumer vulnerability in the digital age, includes its evolving conceptualisation, the role of emerging digital trends, and implications for consumer policy. It finds that in the digital age, vulnerability may be experienced not only by some consumers, but increasingly by most, if not all, consumers.
As part to the CFA Standards Project, CFA supports a representative to the Standards Australia committee CS-311 Vulnerable consumers which prepared the Draft standard. The representative ensures the impact on consumers is always a central part of committee considerations, giving the Australian consumer greater confidence in the products, services, and systems they use. Find out why standards are important to consumers, and how they impact you in the home and your daily activities – Find put more about FREE limited access to Australian standards and how you can get involved as a CFA Standards representative.
