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CONSUMER CHALLENGES IN THE INTERNET ECONOMY OECD COMMITTEE ON CONSUMER POLICY Brigitte Acoca

CONSUMER CHALLENGES IN THE INTERNET ECONOMY OECD COMMITTEE ON CONSUMER POLICY Brigitte Acoca. UNCITRAL 29-30 March 2010 Vienna. OECD WORK IN RELATION TO E-COMMERCE and CONSUMER DISPUTE RESOLUTION AND REDRESS Overview. 1999: E-commerce Guidelines 2002: payment cardholder protections

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CONSUMER CHALLENGES IN THE INTERNET ECONOMY OECD COMMITTEE ON CONSUMER POLICY Brigitte Acoca

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  1. CONSUMER CHALLENGES IN THE INTERNET ECONOMYOECD COMMITTEE ON CONSUMER POLICYBrigitte Acoca UNCITRAL29-30 March 2010 Vienna

  2. OECD WORK IN RELATION TO E-COMMERCE and CONSUMER DISPUTE RESOLUTION AND REDRESSOverview • 1999: E-commerce Guidelines • 2002: payment cardholder protections • 2003: Cross-border Fraud Guidelines • 2005: Alternative Dispute Resolution (ADR) • 2007: Recommendation on Consumer Dispute Resolution and Redress • 2008: Seoul Ministerial on the Future of the Internet Economy • Policy guidance on online identity theft and mobile commerce

  3. REVIEW OF THE 1999 OECD E-COMMERCE GUIDELINES • Scope: B2C e-commerce • Fair business, advertising and marketing practices • Information disclosure (business, products, transaction) • Confirmation process • Payment protection and security • Dispute resolution and redress • Privacy • Education • Implementation by private sector • Cross-border cooperation (including combating fraud)

  4. ASSESSING THE EFFECTIVENESS OF THE 1999 OECD E-COMMERCE GUIDELINES • OECD/ICPEN joint meeting (1 April 2009) (www.oecd.org/document/57/0,3343,en_2649_34267_42534649_1_1_1_1,00.html) • Washington Conference (8-10 December 2009) (www.oecd.org/ict/econsumerconference ) • Background report on e-commerce (2009) • Draft summary

  5. ONGOING AND EMERGING E-CONSUMER CHALLENGES (1) • Payment protection and security (focus on mobile commerce) • Unauthorised charges/theft • Non-delivery/non-conformity • Online advertising • Focus on behavioural advertising • Lack of consumer information and awareness about collection, use and storage of personal data • Contracts transparency • Unfairness • C2C transactions • Concerns about fraud • Role and responsibilities of all parties involved, including Internet intermediaries

  6. ONGOING AND EMERGING E-CONSUMER CHALLENGES (2) • Digital content products • Information on restrictions to use of products • Contracts transparency • Dispute resolution and redress • Interoperability • Participative web issues • Applicability of consumer protection laws to social networking, blogging • Children

  7. WORK PLAN (1) • Options include: • Developing sector specific studies and/or • Developing interpretive text and/or • Revising the 1999 Guidelines/related instruments including: • 2003 OECD Guidelines on Cross-border Fraud • 2007 OECD Recommendation on Consumer Dispute Resolution and Redress (at: www.oecd.org/dataoecd/43/50/38960101.pdf)

  8. WORK PLAN (2) • Coordination with other OECD bodies regarding work on privacy, the protection of children online, Internet intermediaries • OECD Workshop on the role of Internet intermediaries, Paris, 16 June 2010 • Co-operation with other international bodies (ISO, ICPEN,UNCITRAL/IICL, UNCTAD, UNODC)

  9. Brigitte.Acoca@oecd.org www.oecd.org/ict/econsumerconference www.oecd.org/sti/consumer-policy Next meeting of the OECD Committee on Consumer Policy 14-15 April, ParisOECD Headquarters

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