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A Fresh Look At Online Dispute Resolution

A Fresh Look At Online Dispute Resolution. Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective 29 March 2010, Vienna, Austria.

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A Fresh Look At Online Dispute Resolution

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  1. A Fresh Look At Online Dispute Resolution Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective 29 March 2010, Vienna, Austria

  2. “I don't look to jump over 7-foot bars: I look around for 1-foot bars that I can step over. “ Warren Buffett “The perfect is the enemy of the good.” Voltaire

  3. Better Business Bureau • Today: • Background on the BBB; • Current cross-border dispute resolution activity; • Role of formal courts system in cross-border consumer redress; • “One size fits all” approach is unwise -- maybe unworkable; • Important role of NGO’s – particularly SROs – in this cross-border consumer environment.

  4. Better Business Bureau • Founded in 1912 – nearly 100 years of service; • A non-profit, North American organization; • 123 BBBs in U.S. and Canada; • Mission: leader in advancing marketplace trust by: • Creating a community of trustworthy businesses; • Setting standards for marketplace trust; • Encouraging and supporting best practices; • Celebrating marketplace role models, and; • Denouncing substandard marketplace behavior.

  5. BBB Complaints Processed2005 - 2009 * * 978,519 complaints processed in 2009, excluding BBB AUTO LINE

  6. BBB “Cross-Border” Consumer Complaints - 2009

  7. Top 9 Source Countries BBB Compared with e-Consumer.gov* - 2009 * NOTE: 2009 e-consumer.gov statistics annualized to provide estimated comparative data. U.S. and Canadian statistics removed from both sets.

  8. BBB/TrustUK Agreement Fraud – 36% of Total • Average Value of All Cases – U.S. $963 • Average Value of Fraud Cases – U.S. $1,357 • Average Value of Auction Fraud Cases – U.S. $1,538

  9. BBB/TrustUK Agreement Fraud – Type of Fraud1 58% 1 54 total fraud complaints

  10. “I don't look to jump over 7-foot bars: I look around for 1-foot bars that I can step over. “ Warren Buffett “The perfect is the enemy of the good.” Voltaire

  11. Build On What Is Working • Bear in mind: • Consumer dispute resolution is working – even in cross-border disputes; • Harmonized, minimum standards/codes will be critical; • Trustmark programs, NGOs and SROs should be part of the solution; • Governments have an important role to play in eliminating fraud and abuse; • We need to continue to build on what is already working.

  12. A Fresh Look At Online Dispute ResolutionThank You Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective 29 March 2010, Vienna, Austria

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