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Artificial Intelligence at the centre of World Consumer Rights Day

NSW Fair Trading 2 mins read

15 March 2024

NSW Fair Trading is urging consumers across the State to better protect themselves in the fast evolving digital world this World Consumer Rights Day.

This years theme, ‘Fair and Responsible AI for Consumers’, warns the exciting rise of generative artificial intelligence (AI), like chatbots, also brings a real threat to consumer safety and digital fairness.

NSW consumers already face serious challenges to their safety online with the risks of mismanagement and misuse of their personal data, unfair contract terms, and scammers who target victims on the internet.

AI may worsen these risks including the use of deepfakes misleading consumers and the increase of misinformation and disinformation. Online technology can enable unfair marketplace practices for example through AI led price fixing and platforms instantly synchronising prices with competitors.

The impact of online technology on consumer rights cannot be underestimated and people should celebrate World Consumer Rights day by educating themselves on AI and demanding their rights as a consumer are respected and protected.

In a recent example of the use of disruptive AI, NSW Fair Trading Inspectors are investigating claims ‘bots’ were used to buy and resell tickets to three Sydney concerts of English artist ‘Fred Again..’. It is illegal to use ‘bot’ technology to buy and sell event tickets in NSW and anyone caught face fines up to $110,000 for a corporation and $22,000 for an individual.  NSW Fair Trading continues to inform shoppers of their rights in the digital age and proactively protect them from unfair practices.

More on the rights and responsibilities of consumers can be found online here and information on World Consumer Rights Day and the the rise of AI here.

Quotes attributable to NSW Fair Trading Commissioner, Natasha Mann:

“Consumers face risks to their rights, safety and information everytime they log online to pay for a product or service,”

“Now they’re contending with the potential of artificial intelligence, which can be used to both improve the customer experience or compromise consumer safety and digital fairness,”

“Consumers should feel empowered today to brush up on their rights, continue learning about the changing world of AI and advocate for a safe and fair digital future.”

“NSW Fair Trading continues to inform shoppers of their rights in the digital age and proactively protect them from unfair practices.”


Contact details:

MEDIA: media@customerservice.nsw.gov.au | 0438 108 797

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