Melbourne Law School - Research Publications

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    Enhancing Access and Support for Water Customers with Cognitive Disabilities: A Guide for Water Businesses
    Maker, Y ; Callahan, A ; McSherry, B ; Paterson, J ; Brophy, L ; Arstein-Kerslake, A (Essential Services Commission, 2020)
    This document is designed to assist water businesses to maximise accessibility and support for customers in a manner that is consistent with best practice in terms of water businesses’ regulatory obligations. It is based on research conducted with people with cognitive disabilities and their representative organisations.
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    Sensitive and Appropriate Engagement with Consumers Experiencing Vulnerability
    Maker, Y ; Hudson, N ; McSherry, B (Essential Services Commission, 2021-01-31)
    Consumer vulnerability has received increasing attention from Australian regulators and regulated businesses in recent years. There has been growing discussion of the role of markets in creating or exacerbating vulnerability — meaning ‘harm, detriment or disadvantage’ — and the role of regulators in addressing this.