New Digital Platforms Hub to support small businesses

The NSW Small Business Commission has launched a new Digital Platforms Hub to help small businesses that depend on digital platforms, such as online marketplaces and other online services, to operate their business. The new Digital Platforms Hub includes:

• A guide for small businesses to help get the most out of digital platforms
• Pathways to access support from the NSW Small Business Commission when encountering challenges or disputes
• Model practices and procedures to promote improved experiences for small businesses.

Digital platforms can help take small businesses to the next level and offer many benefits when advertising, selling and engaging customers. However, the Commission has received an increasing number of contacts from businesses reporting difficulties when navigating digital platforms, with more than one in five of our advocacy cases involving a digital platform over the past year. Common challenges include unclear terms and conditions, payment delays and unexpected account suspensions.

The Commission’s Digital Platforms Hub has been developed to increase awareness of some of the challenges and risks, but also to encourage digital platforms to offer the best possible experience for small businesses.

Along with the hub, the Commission has launched a model practices and procedures guide which identifies opportunities for digital platforms to improve small business experiences. The guide emphasises the importance of clear terms and conditions, responsive customer support and appropriate dispute resolution procedures.

“Our goal is to help small businesses get the most out of digital platforms, including by working collaboratively with digital platforms to help resolve disputes and common challenges,” Acting Small Business Commissioner Mark Frost said.

Small businesses and platform providers are encouraged to utilise these resources and engage with the Commission to discuss how we can help.

Access the Digital Platforms Hub here.