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Building User Trust Online

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15 diapositives · 298 Views · Oct 12, 2014

This conference, held in The Hague on October 26-27, 2004, addressed the critical legal aspects of e-commerce transactions, presenting frameworks for consumer protection, privacy, and security in online interactions. Hosted by the OECD, it emphasized the need for effective dispute resolution mechanisms to ensure consumer trust, especially in cross-border scenarios. Key discussions revolved around guidelines for fair business practices, the security of information systems, and enhancing consumer awareness and education to foster a secure online environment.

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  1. Building User Trust Online Sarah Andrews International Conference on the Legal Aspects of an E-Commerce Transaction The Hague26-27 October 2004

  2. OECD • Intergovernmental organisation comprised of 30 Member countries • Forum for discussion of economic and social policy • Legal, technological and policy expertise in consumer protection, privacy protection and security • Committee on Consumer Policy; Working Party on Information Security and Privacy

  3. OECD Policy Frameworks for Online Trust • Ensuring consumer protection • Protecting privacy • Promoting a culture of security • Encouraging effective dispute resolution and redress mechanisms • Facilitating international law enforcementco-operation

  4. Consumer Protection Guidelines (1999) Objective: Ensure that consumers no less protected when shopping online than when buying from their local store or ordering from a catalogue • Core characteristics of effective consumer protection • Fair business, advertising and marketing practices • Online Disclosures • Transparent confirmation process • Security • Privacy Protection • Dispute Resolution and Redress • Education and Awareness

  5. Privacy Guidelines (1980, 1998) • Guidelines on the protection of personal information including in transborder situations • 8 principles for the collection and use of personal data • Flexibility of application: all media; all types of processing; all categories of data • Ministerial Declaration 1998: re-affirmed commitment to ensure privacy on global networks

  6. The Security Guidelines (1992, 2002) • Guidelines for the security of information systems and networks • Coordinated implementation of national policies • Cultural change: “Towards a Culture of Security” • 9 high-level policy and operational principles • Aimed at all “participants” (governments, businesses, civil society, end users)

  7. Challenges to Dispute Resolution and Redress Online Online interactions... • 24 hours a day, 7 days a week • Without regard to geographic borders and local cultures • Challenges legal frameworks... Resorting to courts in cross-border disputes... • Which authority has jurisdiction? • Whose laws apply? • Is the decision enforceable across borders?

  8. OECD Work on ADR Consumers should be provided with meaningful access to fair and timely ADR without undue cost or burden • OECD-ICC- HCOPIL Conference on ADR 2000 • Report on Legal Situation in OECD countries • Educational Instrument • Inventory of ADR providers • ADR for SMEs

  9. econsumer.gov

  10. econsumer.gov

  11. Protections for Payment Cardholders Background • Widespread use of payment cards on Net • Consumer fears about revealing financial info on Net • International reach of payment card networks Issues • Unauthorised use • Non-conforming goods • Different types of protections for different types of cards OECD Work • Public Report (2002) • FAQs for payment cardholders (2002)

  12. OECD Guidelines for Protecting Consumers from Fraudulent and Deceptive Commercial Practices Across Borders (2003) • Domestic frameworks • Principles for international co-operation • Notification, information sharing, investigativeassistance, and confidentiality • Jurisdiction to protect foreign consumers • Monetary remedies • Private sector co-operation

  13. Ongoing Work in Dispute Resolution and Redress: • Member Country Survey, Summer 2004 • Mechanisms for Consumer Dispute Resolution and Redress • Payment cardholder protections • Alternative dispute resolution • Small claims courts • Class action lawsuits • Legal Actions by consumer associations • Government-obtained redress • Enhancing systems for cross-border redress • Information sharing • Orders to freeze and repatriate assets • Recognition and enforcement of foreign monetary judgments

  14. Consumer Dispute Resolution and Redress in the Global Marketplace Public Workshop Washington DC, April 2005 • Approaches to dispute resolution and redress • Advantages and disadvantages of approaches • Cross-border context • Developments in the area of ADR • Role of consumer protection enforcement agencies

  15. Thank you! Sarah Andrews Policy Analyst OECD consumerDOTpolicyAToecdDOTorg www.oecd.org/sti/consumer-policy