The Keep Me Posted campaign advocates consumers’ right to choose how companies communicate with them. It argues that every consumer should be able to choose – without penalty – the means (digital, print or other) by which banks, utility companies and other service providers can correspond with them. Increasingly, businesses are restricting access to paper bills and statements, denying their customers an informed choice.
The Keep Me Posted campaign has found that 81% of consumers think it is important to have a choice as to how they access financial information and statements, while 84% do not like companies taking away their capacity to choose how they receive their bills and statements. Most consumers like a combination of online and paper correspondence, with 76% preferring their statements online for quick access but also posted so they can read them thoroughly when they have time.
The study has found that recipients make better choices when they receive printed material and it is the minority and disadvantaged Australians who suffer most from the lack of consumer choice in receiving online or offline correspondence.
The elderly are also disadvantaged by the lack of choice with only 46% of Australians over 65 being internet users.
Print can be more effective, with 59% of customers in a recent survey who received an invoice via e-mail needing a reminder compared to 29% receiving via mail.
The rapid adoption of digital communication has left many at a disadvantage with 38% of Australians feeling left behind by technological advancements
Digital exclusion is a problem in Australia with cost and access to the internet being only one of many factors. The ability to navigate and adapt to constant changes is also a barrier and is essential to overcome before Australians can confidently rely on digital over
traditional print correspondence.