Google has committed to introducing changes to its practices to bring them more in line with the requirements of EU law by addressing the lack of transparency and clear information for consumers, the European Commission announced on Thursday 26 January.
This result is the outcome of a dialogue initiated in July 2021 by the Dutch Consumer and Markets Authority and the Belgian Directorate-General for Economic Inspection, members of the Consumer Protection Cooperation (CPC) network, coordinated by the Commission (see EUROPE 12769/10).
Recall that Directive (EU) 2019/2161 strengthens transparency for consumers when shopping in online markets (see EUROPE 12366/16).
Google will limit its ability to make unilateral changes to orders when it comes to pricing or cancellations and will create an email address for use by consumer protection authorities to report and request the prompt removal of illegal content.
Google Flights and Google Hotels. The digital giant also commits to: - make it clear to consumers whether they are contracting directly with Google or whether the platform is acting as an intermediary; - clarify the price used as a reference when discounts are advertised and that reviews are not verified on Google Hotels; - accept the same transparency commitments as other major hosting platforms in the way it presents information to consumers, for example on prices or availability.
Google Play Store and Google Store. In particular, the platform commits to: - provide clear pre-contractual information on delivery charges, the right of withdrawal and the availability of repair or replacement options; - facilitate the communication of company information (such as name and legal address) and direct and effective contact points.
Welcoming “a step forward”, EU Commissioner Didier Reynders called on “Google to comply fully with the Geo-blocking Regulation”. (Original version in French by Aminata Niang)