INSIGHT TO IMPACT: HOW OUR TOOLKIT DRIVES POSITIVE CONSUMER CHANGE - PART FOUR
Behind every global shift are people who chose to trust, listen and work together. This explains why the bridges we have built between consumer groups, policymakers and other actors are essential to the work we do.
This final instalment of our four-part looks at our toolkit for change and explores how the relationships we have nurtured over time have catalysed our impact and the change seen across consumer policy, standards and business practice.
Part one - Introduction to our 6-lever interconnected toolkit
Part two - How consumer-led research lays the foundation for change
Part three - Public awareness and community action
PARTNERSHIPS DRIVING IMPACT ON TOP CONSUMER ISSUES
Establishing an integrated consumer network with global reach doesn’t happen overnight. Making connections, developing multisector dialogues and building trust requires dedication and persistence. And this happens across all levels of our partnerships – local, regional and global – as the examples below show: those with international agencies, those between Members and governments in-country, and those which unite different sectoral actors around the world on certain issues.
They understand that the change needed in today’s marketplace recognises the growing horizontal nature of consumer issues brought by globalization, increasing digitization, the impacts of climate change, and the changing role of the consumer.
DRIVING CONNECTIONS WITHIN NATIONAL AND REGIONAL LANDSCAPES
In response to unprecedented food cost increases in 2023-24, we mobilised consumer associations, farmer groups, government bodies and multilateral organisations across the African region. These dynamic partnerships were at the heart of our Consumer Voice for Fair Food Prices initiative.
The coalitions analysed data from our Fair Food Prices Monitor, which showed alarming price divergence between retail and wholesale costs and gave a strong indicator of price gouging. Policy-makers across competition bodies were able to catalyse regulatory action in Nigeria, Kenya and Zambia, bolstered by a media campaign which reached 30 million consumers across the region.
Each lever of our toolkit builds upon the other components to form a comprehensive integrated solution. We have leveraged our 200-strong network of Member organisations in more than 100 countries and partners in our Change Network in pursuit of these areas. Together we focus on the top consumer issues of our time in digital consumer rights, fair finance, product safety, sustainable consumption, clean energy futures and good food for all.
It has helped us deliver real-world change, build influence and represent consumer interests in leading global and regional decision-making forums, including the United Nations Trade and Development (UNCTAD), Organisation for Economic Co-operation and Development (OECD) and the G20.
We have also championed its findings to promote the role of consumer protection, including at the United Nations Trade Conference on Trade and Development, where the Index’s findings helped corroborate the link between consumer protection and economic growth, as we set out to enhance collaboration between consumer groups and governments. It has been featured by leading organisations, such as by the International Energy Agency in their new Indicators Handbook for Just and Inclusive Energy Transitions, as part of the official programme of the G20 Energy Transitions Ministerial Meeting.
IDENTIFYING AND RESPONDING TO CORE ISSUES IN DIGITAL FINANCE
This type of evidence has helped us understand core issues in the digital finance sector.
In 2023, our annual Digital Finance Index looked into the state of digital financial services in low- and middle-income countries across four pillars of financial consumer protection. Its second edition in 2024 revealed a positive 7 percentage points improvement, but still identified systemic risks relating to data privacy, complaints handling and redress systems across more than 50 countries.
We focussed on these findings as we developed our Fair Digital Finance Network – a powerful platform of 77 consumer associations from more than 50 countries – to drive impact for consumers. It was also a key tool used by Members to drive conversations and action with regulators – over just three years we saw 10 legislation and industry practice changes made worldwide. We also took our findings to partners who have supported us through various initiatives, including to bolster consumer resilience in digital finance.
RESEARCH SHOWS GROWING CONSUMER VULNERABILITY
In the modern digital marketplace where we now experience rights issues in new and untold ways, our research has redefined thinking on vulnerability. This year we have uncovered just how many of us are exposed to vulnerability.
In October, we released, Building consumer resilience in digital finance – novel research which found that 75% of consumers qualify as financially vulnerable to some degree. This statistic is made worse when considering the large absence of laws and regulation globally to help consumers withstand shocks, resolve disputes and live financially secure lives. This research provides a framework for multiple actors to join with us to deliver trust, protection and inclusion for people in the marketplace.
DEVISING NEW AND INNOVATIVE BUSINESS MODELS
Our research has also been at the forefront of driving inclusive business models and solutions across industry and civil society. It has leveraged our unique access to consumers and agility in pinpointing top issues facing consumers to help navigate complexities in the marketplace.
Our research has also been at the forefront of driving inclusive business models and solutions across industry and civil society. It has leveraged our unique access to consumers and our agility in pinpointing top issues facing consumers to help navigate complexities in the marketplace.
Take our Blueprint for Inclusive Energy Services, supported by Enel, which places urgent focus on consumers often overlooked by the energy system, in particular people over 75 in challenging situations such as low-income or disabilities, and their caregivers.
This is unique because it has established and been guided by cross-sector dialogue, comprising our Members and key industry players - who are right at the interface with consumers and hold some important levers to improve service. In 2026 we will share 10 actionable opportunities for energy industry actors to build new and innovative models which deliver more inclusive energy services and reflect the new realities of our daily lives.
And as technology has enhanced product and data safety concerns, our Trust by Design guidelines developed together with consumer organisations, Internet of Things (IoT) manufacturers and with the support of Vodafone, helps product developers comply with regulatory requirements. It provides practical guidance, case studies and checklists so that manufacturers can reliably build safe and trusted IoT products. Among other things, Cybersecurity Tech Accord has shared its findings and recommendations amongst its 150+ global coalition of technology firms.
We later used our research in 2022 to inform a global call around the need for five baselines IoT security standards. Together with the World Economic Forum’s Council of the Connected World, the Cybersecurity Tech Accord and I Am the Cavalry, we mobilised business, civil society, security researcher communities and government cybersecurity agencies. The statement was endorsed by more than 100 leading organisations.
CONCLUSION
These are just a few of the many ways our research has influenced our approach to protecting consumer rights, built with our Membership and other actors and with the consumer as the leading protagonist.
In the next part - Part three of this four-part series - we will highlight how we have campaigned to raise public awareness of issues facing consumers, alongside some of the community engagement initiatives that have made a difference.
