Public FTAA.ecom/inf/122 February 13, 2002 Original: English

1. Public FTAA.ecom/inf/122 February 13, 2002 Original: English

2. Consumer Efforts Why Ask Consumers to Join Government Delegations? • Contribute knowledge and ideas • Bring balance of views on issues • Help initiatives gain wide acceptance • Promote mutual understanding and cooperation For example: OECD Consumer Committee on Policy (www.oecd.org)

3. Consumer Efforts Public Education = Public Confidence • Consumers and businesses feel more comfortable transacting online • Understand rights and responsibilities • Reduce potential for fraud and abuse • Well-informed public more likely to report problems

4. Consumer Efforts Why Ask Consumer Organizations to Help Educate? • Education must reach individual consumers • Consumer groups have experience using many channels and media for public education • Have credibility as objective and reliable sources of information

5. Consumer Efforts NCL Online Shopping Safety Campaigns(www.nclnet.org/shopping online) • MasterCard and Orbiscom provided support • Campaigns used all forms of media – offline and online • “Be-eWise” brochure and Web-based information

7. Consumer Efforts NCL Online Privacy Education(www.nclnet.org/onlineessentials.htm) • Partnership with Dell produced “Online E-ssentials” brochure, Web-based information • Radio and television media tours reached millions • Dell sends brochure with new computers

9. Consumer Efforts ConsumerPrivacyGuide.org • Partnership of NCL, Center for Democracy in Technology, Common Cause, Consumer Action, Call for Acton and Privacy Rights Clearinghouse • Provides central source of objective information for consumers about online privacy

11. Consumer Efforts Online Fraud and Abuse • Damage consumer confidence • Erode integrity of marketplace • Fraudulent companies may appear and disappear quickly • Action to stop them must also be quick

12. Consumer Efforts Why Ask Consumer Organizations to Help Combat Fraud? • Consumers are confused about which agency to contact • Multiple agencies may have jurisdiction • Consumer organizations provide advice and assistance • Can refer cases of fraud and abuse to appropriate law enforcement agencies

13. Consumer Efforts NCL’s Internet Fraud Watch • Offers advice and takes fraud reports from consumers • Toll-free number or www.fraud.org • Transmits information to relevant law enforcement agencies within 24 hours • Supplies information to FTC Consumer Sentinel database

15. Consumer Efforts Consumer Suggestions • Work with business associations to educate online vendors • Work with consumer organizations to educate consumers • Name and “shame” repeat offenders

16. Business Involvement in Consumer Protection and Education Steve ColeSenior Vice President, General Counsel & Corporate SecretaryCouncil of Better Business Bureaus, Inc.

17. Business Involvement Four Business Goals for E-Commerce • Consumer confidence • Uniform and predictable standards • Minimize regulation • International cooperation

18. Business Involvement Four Techniques Used in Business – Often in Combination • Education • Best practices/standard-setting • Complaint resolution • Certification/trustmark schemes

19. Business Involvement Business Organizations Implementing these Techniques • Industry coalitions and associations – PLI, OPA, GBDe, DMA & DSA • Accounting/consulting firms – E&Y • Portals – AOL & Yahoo • Consumer help organizations – BBB, TRUSTe, Square Trade & Planet Feedback

20. Business Involvement The Better Business Bureau®: A Good Example • Business Membership Self-Regulation Organization • 300,000 local members – 300 national members in U.S., Canada and Northern Mexico • Online activities through BBBOnLine • www.bbb.org and www.bbbonline.org • We use all or most all of the “techniques” • Other organizations have programs that are similar to one or more aspects – BBBOnLine used as an illustration