How consumer apathy is costing Australians money

Australians are missing out on refunds, compensation, and lower bills because many simply do not believe it's worth the effort to fight back when something goes wrong.

Recent data from the Consumer Policy Research Centre found 74% of consumers had experienced a problem with a product or service in the past five years, yet 80% reported only low to moderate familiarity with their rights under Australian Consumer Law. 

Its 2026 Consumer Rights Confidence Index also found half of consumers had encountered an unfair or potentially illegal business practice in the past 12 months.

The findings point to a costly gap between consumer rights and consumer action, with many Australians choosing not to pursue refunds, compensation or other remedies because the process feels too difficult or time-consuming.

Speaking on the Savings Tip Jar podcast, Tom Kaldor - founder and chief executive of consumer advocacy platform Ajust - said many consumers decide the effort isn't worth the reward.

"Most of us feel that it's not worth taking action. It might be 50 bucks, it might be 100 bucks, but what of my time will be expended?" he said.

Why consumers don't fight back

The CPRC found many consumers lack confidence in exercising their rights, while uncertainty about complaint processes and dispute resolution can discourage people from taking action.

"Almost 40% of people that didn't take action were doing that because they thought, even if I pick up that phone, nothing will change. So what's the point?" Mr Kaldor said.

That mindset can extend beyond refund disputes. While consumers often spend time comparing prices before making a purchase, they're less likely to revisit existing services, subscriptions or insurance policies to look for savings.

"We're really good at savings before we buy things, shopping around, finding the best price… but we're less willing to go and get the savings, or money back that we deserve or we're entitled to, after the fact of purchase and when something goes wrong,” he said.

Filling the follow-through gap

Ajust is among a growing number of services aiming to make it easier for consumers to pursue complaints and refunds.

The platform helps users seek compensation for issues ranging from faulty products and billing disputes to cancelled flights and unwanted subscription charges, handling much of the back-and-forth with businesses on the consumer's behalf.

According to Mr Kaldor, the average value of matters recently assessed through the platform was about $350.

The platform says it has recovered more than $1 million for Australian consumers to date, underscoring how quickly small, abandoned claims can add up.

"People think about those sums, whether it's 25 bucks or 50 bucks or even 200 bucks, and they think, well, I'll just let it go, but the reality is it's a lot of money to the individual," he said.

Ajust uses AI to prepare and manage complaints, with human oversight throughout the process.

"Consumers get your hands on AI to do something that's not just generating poems and making your life faster, but also to go and exercise your rights more easily," Mr Kaldor said.

More than a technology problem

While platforms such as Ajust are attempting to make complaints easier, the CPRC data shows broader reform is needed. 

Its recommendations include stronger complaints-handling standards, better dispute-resolution pathways and tougher enforcement of consumer protections.

The challenge, the report suggests, is not a lack of consumer rights. It's that many Australians never exercise them. In a cost-of-living crunch, that could mean writing off money that legally belongs back in their pocket.