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Public FTAA.ecom/inf/122 February 13, 2002 Original: English. Click to Check. Business Involvement. Participation Requirements. BBB membership In business for at least 1 year Satisfactory complaint handling record No serious government law enforcement action - PowerPoint PPT PresentationTRANSCRIPT
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Click to Check
PublicFTAA.ecom/inf/122
February 13, 2002
Original: English
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Participation Requirements
• BBB membership• In business for at least 1 year• Satisfactory complaint handling record• No serious government law enforcement
action• Agree to dispute resolution procedures• Abide by the BBBOnLine Code of Online
Business Practice
Business Involvement
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BBB and BBBOnLine Code of Online Business Practices
• High but achievable voluntary standard• Especially useful for cross-border
transactions• Developed after wide public input• Modeled on OECD principles, used as model
for others (e.g., GBDe)• Published in several languages, including
Spanish• Built around 5 core “principles”
Business Involvement
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BBB and BBBOnLine Code of Online Business Practices
• Truthful and accurate communications• Disclosure• Information practices and security• Customer satisfaction• Protecting children• Internal company complaint handling
procedure• Third party dispute resolution or money back
guarantee
Business Involvement
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How Do I Resolve My Complaint?
Business Involvement
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Global Online Trust Alliance™
• Internet requires global solutions• Minimize consumer confusion and conflicting
standards – without burdensome regulation• Alliance members: nonprofit trustmark organizations• Online code of business conduct – a floor• Cooperate with partners in cross border dispute
resolution• International seal – “co-branded” with local seal• Potential to deliver uniformity, high and flexible
standards, effective remedies, “value” to small business and minimum regulation
Business Involvement
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Example of Co-Branded Trustmarks on Web Sites
North America
China
Santiago, Chile
Business Involvement
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Status of the Global Online Trust Alliance™
• Agreements in place with– Eurochambres and FEDMA in Europe– ECOM, JCCI and JADMA in Japan– KIEC in Korea– Guangdong Consumer Council in China
• Active discussions in Chile, Argentina, Singapore and Taiwan
Business Involvement
International Cooperation in Building Consumer Confidence
Michelle O’NeillDeputy Assistant Secretary for Information Technology
IndustriesU.S. Department of
Commerce
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Global Approach to Consumer Protection is Necessary
• Global approach to consumer protection is necessary
• Lack of comparable safeguards among countries inhibits B2C e-commerce
• International consumer protection initiatives require cooperation of governments, industry and consumers
International Cooperation
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Goals of Participation in International Fora
• To create a secure and predictable global online environment governments, industry & consumers are working to:– Identify commonality in international codes of
conduct & ADR mechanisms– Foster understanding of different national
approaches and find ways to achieve common goals
International Cooperation
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International Business & Consumer Fora:GBDe (www.gbde.org)
• Trustmarks – Important way for consumers to verify that they are patronizing businesses committed to good business practices
• ADR – Practical method of addressing cross-border problems
• Privacy – Guidelines for both business and consumers in development
International Cooperation
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International Business & Consumer Fora: TACD (www.tacd.org)
• Establish minimum international standards to promote online trust
• Ensure fair and effective methods of dispute resolution
• Create easy-to-use and low-cost ADR systems
International Cooperation
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Multilateral Fora: APEC (www.ecommerce.gov/APEC)
• Workshop (July 2000)
• Survey (2001)
• Draft Consumer Protection Guidelines (2002)
International Cooperation
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Multilateral Fora: OECD (www.oecd.org)
• OECD Guidelines for Consumer Protection in Electronic Commerce (1999)
• Codes of Conduct: Inventory of compliance mechanisms and study on international applications of codes
• ADR– Inventory of approaches– Educational tools for parties to dispute resolutions– Results of questionnaire
International Cooperation
Final Points
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Points to Take Away
• Cooperation between U.S. Government, business and consumers has had positive results in the United States
• Strong consumer protection laws and regulations, in combination with consumer and business education, help consumers avoid problems and businesses comply
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Points to Take Away Cont’d
• Self-regulation is an effective way to promote consumer confidence
• Cross-border nature of e-commerce means that we must work on a global level to build consumer confidence in online transactions
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Need More Information?
Michelle O’NeillU.S. Department of [email protected]
Pablo ZylberglaitU.S. Federal Trade Commission
Susan GrantNational Consumers League
Steve ColeThe Better Business Bureau