a fresh look at online dispute resolution
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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. - PowerPoint PPT PresentationTRANSCRIPT
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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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“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
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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.
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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.
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BBB Complaints Processed2005 - 2009
*
* 978,519 complaints processed in 2009, excluding BBB AUTO LINE
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BBB “Cross-Border” Consumer Complaints - 2009
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Top 9 Source CountriesBBB 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.
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BBB/TrustUK Agreement
• 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
Fraud – 36% of Total
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BBB/TrustUK Agreement
58%
Fraud – Type of Fraud1
1 54 total fraud complaints
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“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
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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.
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A Fresh Look At Online Dispute Resolution
Thank YouExisting Dispute Resolution Mechanisms for Cross-Border B2B and B2C
Transactions: Serving State, Business and Consumer Interests?
A BBB Perspective
29 March 2010, Vienna, Austria