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SOCAP Australia Symposium 2008 - Adelaide - 26 - 28 August 2008 Allan addressed that in the current economic downturn it is crucial for companies to improve their consumer care by carefully considering consumer needs and building consumer confidence. Allan highlighted the needs for consumer involvement to be incorporated as part of business planning tool and industries to be aware of the fast changing consumer culture and technologies of the digital age. Fundamental principles of good practice such as conducting good complaint handling, providing right information, willing to seek feedback, obtaining socially responsible ethos and recognising consumer rights were also discussed.