The Australian Competition and Consumer Commission will be closely monitoring complaints about e-commerce during December and January, targeting non-disclosure of terms and conditions, and failure to provide refunds where appropriate - including in the event of non-delivery.
This is a response to consumer concerns about making purchases on-line which were highlighted at the ACCC's
e-commerce conference in Melbourne, practising trade. "Consumers should be vigilant, especially during this high spending time of year", ACCC Chairman, Professor Allan Fels, said today.
"It is crucial that consumers go into on-line transactions with their eyes open and also that they promptly contact the ACCC if they cannot resolve a complaint with the e-tailer. "The conference confirmed that consumers are more confident when dealing with 'bricks and clicks'. If the business does not have an established identity and reputation off-line, consumers are less likely to deal with them on-line. "
Currently the ACCC is in court with Info4pc on a contempt motion. One of the central issues that gave rise to the case was the non-delivery of goods. The ACCC will continue to pursue businesses that take orders for goods without intending or being able to supply the goods."The ACCC has also obtained results for consumers out of court by businesses settling the ACCC's concerns immediately. One example was a set of collector cards sold over an auction site for $2,500 that turned out to be poor fakes.
In response to complaints from overseas customers, the ACCC approached the individual selling the cards, who provided refunds. Businesses need to engage in full disclosure if they are serious about attracting large sales volumes this Christmas period. Businesses can start by measuring themselves against the Best Practice Model issued last year. "This guide to best practice includes requirements for prominent disclosure of address, phone and e-mail contacts, all relevant terms and conditions, the total cost, refund and exchange policies and procedures, privacy policies, and methods of addressing consumer complaints.
"The ACCC is encouraging consumers to check websites for these disclosures before giving any personal information or payment to on-line businesses".