This role is so important that our status as “consumers” has been elevated as the dominant identity in our society, trumping others such as “patient”, “student”, “citizen” or “voter”. This evolution in language has been well-documented and reflects the deep ideological change of public services from a collective right to a market transaction.
If we are to believe the rhetoric from government and the private sector, this is a positive development. Because consumers have power. Our money, our attention spans, our time and our sense of identity are constantly courted. Our spending habits and our reviews can apparently make or break a business.
Accordingly, our rights as consumers are enshrined in law and upheld in regulation. In Australia, if the goods and services we procure don’t work as advertised, we are entitled to a refund or a replacement. We are told we are protected from misleading and unfair practices.
Recently, after what could be described as two separate but equally bruising admissions to a Canberra hospital, I was invited to provide feedback about my experience to the Canberra Health Services’ “Consumer Feedback and Engagement” team.









