Consumers Voice their Frustration with the Push to Digital by Corporate Service Providers

Keep Me Posted (KMP) is a global advocacy campaign working for the right of every consumer to choose, free of charge, how they receive important information from their service providers – on paper or electronically. Overseen by Two Sides North America, the KMP North America campaign focuses on educating and challenging corporations that are removing consumer choice and charging fees for paper.

KMP compiled online and email comments from a survey by Consumer Action and the Keep Me Posted and Canadian Radio-Television Telecommunications websites. The comments were compiled into the latest KMP fact sheet to demonstrate why paper documents are important to millions of North American consumers.

The testimonials had common themes as to why consumers want the choice to continue to receive paper documents. Below are some examples.

Internet Security
Many consumers fear their information is at risk of being hacked or stolen. Online security is a growing problem, and consumers want the option to choose how they access their personal information.

“I worry about the electronic security of my information and who is doing what with my information. Even if my data doesn’t get hacked, who is the other party — who owns my personal information – who are they selling my data to, and what is the buyer doing with it?” (Consumer Action Survey, 2019)

A General Preference for Paper
Not everyone wants to use their mobile phone to pay a bill. Paper allows for a different type of record-keeping and visibility to information.

“It’s too easy to miss an email; sometimes, something important goes to my junk file, and I don’t see it. Or there’s an outage. I like PAPER that I can underline, check, or make notes on.” (Keep Me Posted website submission)

Internet accessibility is not an option for everyone
Location, income level, age, or ability are all reasons why consumers might not have access to online information. When companies limit or charge for critical financial services, it has the greatest impact on the most vulnerable.

“Price of computer equipment + monthly cost of internet connection + cost of utilities for electricity = unfair, absurd, and costly way to pay a bill. Add the bank’s service charge, and all this takes my money!” (Submission to CRTC website)

“More and more consumers are being asked to convert to digital options without a choice and at a cost,” states Phil Riebel, Director, Keep Me Posted North America, Inc. “Results of a 2019 Toluna survey indicated that 86% of Americans and 82% of Canadians agree that they should have the right to choose how they receive communications (printed or electronic) from financial organizations or service providers.”

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