IFIP Summer School 2016 on Privacy and Identity Management

Transcription

1 IFIP Summer School 2016 on Privacy and Identity Management Consumer Privacy and Trust 24 August 2016, Karlstad University Jolanda Girzl Konsument Europa/ECC Sweden

2 European Consumer Centres Centres in 28 member states, Norway and Iceland. Started in ECC Sweden - independent unit within the Swedish Consumer Agency (SCA). (5 200 cases 21/8) Co-financed by the European Commission and the Member states, Norway and Iceland 50/50. Goal - inform European consumers so they can take full advantage of the opportunities offered by the Internal Market. 2015: over cases of which were complaints. Sid. 2

3 European Consumer Centres Sid. 3 Aim to promote consumer confidence in crossborder transactions. Offers free information and advice on consumers rights to consumers within the EU + Norway and Iceland. Mediates between consumers and traders on cross-border problems. Provides feedback to the European Commission and other stakeholders based on practical experiences of case-handling. Assistance for the extrajudicial resolution of cross-border complaints.

4 European Consumer Centres Promotion of alternative dispute resolution (ADR) and online dispute resolution. Regular exchanges with ADR-bodies, notified and non notified ADRs. Public information campaigns, reports, projects, surveys, publications and consultations. Points of single contact for consumers under the Services Directive and for consumers and professionals on issues related to e-commerce. ODR contact points - some Member States have confered the responsibility to their ECC-office. Sid. 4

5 Handling of complaints using ADR/ODR schemes Consumer Trader EU, Norway or Iceland Consumer ECC-EU Norway or Iceland Trader ECC-EU Norway or Iceland National Traders Alternative Dispute Resolution (ADR) National Enforcement Bodies (NEB) Consumer Protection Cooperation (CPC) Sid. 5

6 Topics E-commerce shopping online Air passenger rights Internet services, subscription traps Timeshare and Holiday clubs Car queries, car rental and car evaluation services Sid. 6

7 Typical cases Travel related queries and complaints Air passengers rights Delayed and cancelled flights Denied boarding Problems with luggage: delayed, damaged, lost E-commerce Online services Adds in social media, test packages and subscriptions contracts Counterfeits clothes, cosmetics Online shopping; faulty or undelivered goods Safe payment methods: SSL-https, ( ) Sid. 7

8 Sid. 8 Abonnemangsfällor

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13 Sid. 13 Reports from ECC-Net

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16 ECC-Net launched a guide on consumer rights for online traders Sid. 16

17 Cooperation EU-Networks Consumer Protection Cooperation (CPC) Swedish Consumer Agency (SCA) National Enforcement Bodies (NEB) SCA SOLVIT Solve problems caused by the misapplication of Internal Market law by public authorities Enterprise Europe Network Europe Direct Sid. 17

18 Enforcement in cross-border cases Provide mutual assistance through notification, complaint referral, investigative assistance and information sharing, subject to appropriate safeguards. Cross border enforcement cooperation in various ways at different levels (national, regional, international). It can be coordinated or uncoordinated and cover several activities (sharing best practice, internet sweeps, coordinated investigations, or joint enforcement actions leading to penalties/sanctions). Key to success - creating a culture of proactive and appropriate information sharing which may include information which is non-confidential or confidential. Sid. 18

19 Disputes cross-border cases National Board for Consumer Disputes Total Complainant from other country Trader from other country Total crossboarder Total cross-boarder in percentage ,98 % 6,95 % 8,34 % 11,55 % 12,49 % Sid. 19

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21 eprivacy Directive The review of the eprivacy Directive is one of the key initiatives proposed under the Digital Single Market (DSM) Strategy. Aims to reinforce trust and security in digital services in the EU. Focus on ensuring a high level of protection for citizens and a level playing field for all market players. A retrospective evaluation of the performances of the current legislation against criteria such as efficiency, effectiveness and EU added value under the REFIT Programme (Regulatory Fitness and Performance Programme). Sid. 21

22 eprivacy Directive The largest number of responses came from Germany (25.9%), UK (14.3%), Belgium (10.0%) and France (7.1%). Sid. 22

23 eprivacy Directive Preliminary findings observed in the Public Consultation Are special privacy rules for the electronic communications sector necessary? 83% of the citizens/civil society - clear added value in having special rules for the electronic communications sector to ensure the confidentiality of electronic communications, underpinning trust in technological developments and the digital society and economy. 73% also for traffic and location data. Support the need for special rules on billing, calling and connected line identification, automatic call forwarding and directories. Industry responses: 31% see a need for rules on confidentiality and 26% see a need for rules on traffic data. Almost all public authorities responding see the need for special rules in all of the areas listed. Sid. 23

24 Sid. 24 eprivacy Directive Preliminary findings observed in the Public Consultation Has the current Directive achieved its objectives? Ensuring free movement of personal data, equipment and services in the EU. 76% of the citizens/civil society organisations do not believe/only to a limited extent, that the eprivacy Directive has achieved its objectives of ensuring full protection of privacy and confidentiality of communications. The scope of the eprivacy Directive is too limited, it does not include instant messaging, voice over IP ("VoIP") and applications. The rules are too vague, leading to differences in implementation and unequal protection across Member States. Compliance and enforcement are low.

25 What is needed to ensure trust in cross-border cases? FLASH EUROBAROMETER 397 Consumer attitudes towards cross-border trade and consumer protection

26 Consumer trust Consumers are more confident in making domestic online purchases (61%) than from other EU countries (38%). At least half of all respondents in 18 Member States, plus Norway and Iceland are confident to purchase online from domestic retailers or providers. Norway (81%), Denmark and the UK (both 80%), Ireland, the Netherlands and Sweden (all 75%). Confidence in purchasing online from retailers or providers in other EU countries is less widespread. Ireland (62%), Luxembourg (56%), Malta (55%) and Denmark (51%). Sid. 26

27 Consumer trust Most consumers (71%) are confident that retailers and service providers respect their rights as consumers. The majority of consumers trust non-governmental consumer organisations to protect their rights as a consumer (62%). 61 % trust public authorities to protect their rights as a consumer. Consumers value trust marks. Sid. 27

28 Trust marks Seals or labels that represent a certification of the webshop by looking at, for example: - the validity of its business model, - financial stability, - support of the after-sales support. Aim to assure consumers that a particular online seller has been validated by a trust mark provider and is found to be safe. Source: Commission Final Report EU online Trustmarks Building Digital Confidence in Europe

29 Trust marks An ECC-Net web survey showed that: Security, unfamiliarity with services and credibility are amongst the major concerns of consumers. Consumers do not know of European trust marks. Consumers value trust marks but lack knowledge about their characteristics and reliability. As such, trust marks are a form of branding, especially important for SMEs, as these are often not a well-known brand of their own. No overview information aimed towards consumers. - No possibility to compare trust marks. - Hard to assess a single trust mark. Sid. 29

30 Sid. 30 Source: ECC-Net Trust marks report 2013 Can I trust the trust mark?

31 Sid. 31 Source: ECC-Net Trust marks report 2013 Can I trust the trust mark?

32 Sid. 32 Source: ECC-Net Trust marks report 2013 Can I trust the trust mark?

33 Sid. 33 Source: ECC-Net Trust marks report 2013 Can I trust the trust mark?

34 Sid. 34 Source: ECC-Net Trust marks report 2013 Can I trust the trust mark?

35 Consumer reviews Consumer reviews in electronic commerce, are product reviews on shopping sites used to give customers an opportunity to rate and comment on products they have purchased directly on the product page, price comparison sites and in social media. Sid. 35

36 Consumer reviews Do you read consumer reviews before a purchase? 18% No 82% Yes How much can one trust a review on an independent website that gives a positive account of a company's product or service? Sid. 36

37 Results from studies and research Consumers tend to trust what they read, 8 out of 10 say they trust online reviews as much as personal recommendations. Consumers are more sensitive to notes on the trader s website than on social media or forums. Research has found that reading three negative reviews is enough to change the mind of 63% of consumers about making a purchase. 4 in 10 respondents say a single negative comment online can dissuade them from making a purchase. 51% say non-branded blogs or social media made them change their mind about a product or service they had intended to buy. Sid. 37

38 Thank you for your attention! For further information: Jolanda Girzl Director European Consumer Centre Sweden/Konsument Europa Tel: Mobile: