Private organisations present their self-regulation system for safeguarding consumer confidence in the internet

Brussels, 29/06/2000 (Agence Europe) - EuroCommerce, the European Association representing retailers and wholesalers, and EuroChambres, the Federation of Chambers of Commerce in Europe, have presented a Quality Global Service scheme for ensuring that consumers have confidence in e-commerce. In a joint press release, the organisations argue that "only large and influential organisations, like EuroCommerce and EuroChambres, present through member associations or companies in all EU countries, can guarantee that trading conditions across the European electronic market place are harmonised and that customers receive equitable, comparable, high-level service in all countries when buying via the Internet - regardless of national or international legislation, which continues to apply in a much more fragmented way."

Their scheme is made up of three interdependent elements: i) a Code of Conduct; ii) a logo; iii) a system of Online Alternate Dispute Resolution (ADR) called Online Confidence. The Code of Conduct lays down a retailers information obligations with respect to their customers in terms of products, guarantees and the right of withdrawal. It also addresses the issue of safeguarding the customer's privacy and how to opt out of receiving unsolicited mail. The Trustmark (or logo) indicate that a retailer is a member of and respects the Code of Conduct scheme. EuroCommerce is applying for an EU-Project (based on similar schemes in France, Germany and Denmark) to develop a fully-fledged European system by the end of 2001 to coincide with the launch of the Euro. Online Confidence, the out-of-court dispute resolution scheme, offers a mechanism for handling customer complaints on an international and electronic basis. Customers still have the right to go to court, but the system is intended to be an additional safeguard, along with the logo and the Code of Conduct, in the event a dispute cannot be easily settled. The press release describes it as a "low-cost, simple and quick procedure" which can be provided by an "independent third party".