Public FTAA. ecom/inf/122 February 13, 2002 Original: English 1
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Government Enforcement & Cooperation Business Guidance 7
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Government Enforcement & Cooperation Surf Days To: business @xxx. com From: pyramid @ftc. gov Subject: A message from law enforcers from 20 countries If you do business in any of the following countries, you may be interested to know that pyramid schemes are illegal. . . 9
Government Enforcement & Cooperation Consumer Protection in E-Commerce • Strong consumer protection laws and regulations • Enforcement in the context of e-commerce • Domestic and international coordination • Self-regulation is a critical component • Consumer education helps consumers avoid problems • Business education helps e-businesses comply 10
Consumer Efforts: Protecting Consumers Online is a Shared Responsibility Susan Grant Vice President for Public Policy National Consumers League
Consumer Efforts A Successful Online Marketplace from the Consumer Perspective • Clear, complete and accurate information about vendor and offer on Web sites • Good customer service • Effective protection from fraud and abuse • Privacy and security of personal information • Practical recourse for complaints 12
Consumer Efforts Consumers International Online Shopping Surveys • Nearly 20% of vendors failed to give clear total cost • 37% did not provide immediate confirmation of order • 12% of orders arrived late • 6% never arrived at all • 9% never made refunds for returned items 13
Consumer Efforts National Consumers League Online Shoppers Surveys • Security and privacy greatest concerns • Delivery and misrepresentation most common problems • Consumers are confused – 51% did not know delivery rights – 55% thought that they had 3 days to cancel – 59% did not understand credit card dispute rights 14
Consumer Efforts Consumer Perspective on ADR • • • Must be easy to access Free or very low-cost Easy to use Fair Transparent Not ask consumers to waive legal rights 15
Consumer Efforts Why Ask What Consumer Groups Think? • Provide insight based on direct contact with consumers • Contribute valuable information from studies and surveys • Bring balance of views on issues • Promote mutual understanding and cooperation For example: TACD Working Group on E-Commerce (www. tacd. org) 16
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