The Engagement Gap: Why Public Feedback Rarely Shapes Policy in ANZ

This lack of inclusion is compounded by a lack of follow-through. Only 30 percent of community members feel their input actually influences outcomes, and a mere 15 percent receive feedback on how their contributions were used. The research, based on a survey of over 1,500 professionals and residents, suggests that the problem is not a lack of intent among practitioners, but a failure of institutional infrastructure.

Most organizations currently struggle with fragmented data, as 62 percent store engagement records across disconnected systems, leading to a loss of institutional knowledge when staff turnover occurs. This technical deficiency creates tangible risks, with 66 percent of professionals reporting project delays and 65 percent citing increased costs directly tied to poor engagement outcomes. John Moss, CEO of Open Point, notes that while practitioners aim to build trust, the absence of centralized systems prevents them from effectively bridging the gap between community expectations and project delivery. As infrastructure and energy projects scale, the reliance on outdated methods continues to erode public confidence.