Post on 05-Jan-2016
The Competition Bureau ExperienceBUILDING TRUST IN THE ONLINE
ENVIRONMENT: BUSINESS TO CONSUMER DISPUTE RESOLUTION JOINT
CONFERENCE OF THE OECD, HCOPIL, ICC
The Crown Plaza Promenade Hotel
The Hague
11-12 December 2000
Illustrating B2C Complaints in the Online Environment
Presented by Competition Bureau, Industry Canada
Mail58,0%
Oral, Telephone13,1%
Unknown5,1%
Magazine/Catalogue4,8%
Newspaper4,5%
Other/Contest/Mtgs/Y Pages/Coupon3,0%
Flyer/Pamphlet /Brochure2,7%
Internet2,2%
TV/ Radio/Fax1,7%
Sticker/Product Tag/Package1,6%
Employee(s)/Oral, door to door1,5%
In-Store Advertising0,9%
Sign0,9%
Total: 10862
FBP Complaints byRepresentations
From January 1st to October 31, 2000
United States45.9%
United Kingdom
21.9%Middle East
6.9%
Africa3.4%
Australia3.1%
South East Asia2.0%
Switzerland1.6%
South America1.5%
South Pacific Islands1.3%
New Zealand1.2%
Italy1.0%
Caribbean0.9%
France0.8%
0.7%
Netherlands0.3%
Other Countries
4.8%
Total: 3495
FBP Complaints fromOther Countries
From January 1st to October 31, 2000
Turkey0.4%
0.7%
France
TurkeyTurkey
0.6%Germany0.5%
Austria0.5%
Japan
Pakistan
India
Business Opportunities
18,3%
Health0,8%Financial
3,3%
E-Commerce
17,4%
Communications2,5%
MLM
22,0%
Adult Services1,2%
Travel2,1%
Internet Access Services
5,0%
Nigerian Scam12,9%
Real Estate0,8%
Sweepstakes2,5%
Internet Auction2,9%
Miscellaneous
8,3%
Total: 241
Internet ComplaintsBy Categories
From January 1st to October 31, 2000
Most Common Areas of E-Commerce Complaints to Canada’s Competition
Bureau• non-delivery of goods
• time for delivery
• non-disclosure of charges/costs
• product attributes
• retail versus on-line pricing
OECD Guidelines - Internet Sweep Results
• Competition Bureau carried out internet sweep in August 2000
• Reviewed 292 websites
• Included diverse categories of e-merchants: sports and fitness, books, C.D.’s, health & beauty products, clothing
Selected Results:
• 77% disclose full purchase cost
• 45% explain liability/warranty
• 52% describe return, exchange policy
• 65% describe taxes, other charges
• 26% provide consumer complaint procedures
• 16% describe dispute resolution mechanisms
Conclusions - From Our Experience
• Internet use is gradually growing
• Consumer issues are multi - jurisdictional
• Consumers using internet report range of complaints
• Information disclosure is an area for potential consumer concerns
• Dispute resolution mechanisms are not widely available