Trust-Building Narratives and Transparent Communication in Representative Actions

On 30 October, I presented a session on trust-building narratives and transparency in communication for representative actions.

The session highlighted the complexity of representative action procedures and the need to provide clear, accessible and consistent messaging to consumers. We discussed practical tools to simplify communication — including visualisation, storytelling, timelines, Q&As and regular updates — to support public understanding and engagement.

Maintaining transparency throughout the procedure, including during setbacks or delays, is essential to strengthen trust and demonstrate the credibility of collective actions.