Creating confidence in electronic transactions Trustmarks n n

Creating confidence in electronic transactions - Trustmarks n n Creating trust in e-commerce Basic aspects regarding Trustmarks National and Regional Trustmarks schemes European approach on e. Confidence Bogdan Manolea

Trust and Electronic Commerce n n n Slow development of e-commerce in European Union Strong political imperative to create trust in doing business over the Internet e. Europe - The Lisbon summit - 23 -24 March 2000, referred specifically to this subject in its conclusions: "…the Commission and the Council to consider how to promote consumer confidence in electronic commerce ” Bogdan Manolea

Methods to create confidence in electronic transactions n n n Codes of conduct Trust Seals (Trustmarks) Alternative Dispute Resolution (ADR) Consumer Protections actions Regulatory Initiatives Bogdan Manolea

Trustmark definition n n Trustmark: A label or visual representation showing participation in a trustmark scheme. A subscriber to a trustmark scheme can display a trustmark if he meets the trustmark requirements. Trustmark schemes: Any body providing a trustmark to B 2 C e-merchants after positive assessment on the basis of own criteria. Bogdan Manolea

Trustmark key elements n n n Aimed at Business to Consumer (B 2 C) activities Supplementary to legal obligations Voluntary participation Compliance with set of business practices Provide a high standard of consumer protection Encourage sales of goods and services on Internet Bogdan Manolea

Examples of Trustmark schemes requirements n n n Plain and intelligible language Commercial communications and fair marketing practices Addressing children Pre-contractual information Confirmation process Bogdan Manolea

Examples of Trustmark schemes requirements (2) n n n Contractual performance Payment and Security issues Data protection aspects Internal complaints management Dispute settlement for consumer complaints Bogdan Manolea

National Trustmarks Initiatives n n n Trust. UK – Great Britain - www. trustuk. org. uk L@belsite – France - www. labelsite. org Trusted Shops - German initiative www. trustedshops. de BBB Online – US - www. bbbonline. org Japan DMA – Japan - www. jadma. org Bogdan Manolea

Regional Trustmarks Initiatives n n n North America – BBB Online Asia – Asia Trustmark Alliance Europe n n n Trusted Shops Online. Confidence Global Trustmark Alliance- GTA Bogdan Manolea

European e. Confidence Initiatives – Eurochambers integrated approach n n n European Code of Conduct (concluded in cooperation with European Federation of Direct Marketing Associations) European Label based on its code of conduct and dispute settlement methods European Online Dispute Resolution System – Online. Confidence – www. onlineconfidence. org Bogdan Manolea

European Approach - e. Confidence project Mr Erkki Liikanen - Brussels, 18 February 2003 n n e. Confidence is a package of measures, which includes the promotion of high standards of good business practices (e. g. codes of conduct, trust-marks, complaint settlement procedures), and affordable access to third-party alternative dispute resolution (ADR) systems. The promotion by the Commission of high standards of good business practices such as codes of conduct and trustmarks is an example of our desire to support self-regulatory initiatives. Bogdan Manolea

European Approach - e. Confidence project n n n Online e. Confidence Forum has been set up by the European Commission - http: //econfidence. jrc. it/ An e. Confidence group for discussions about trustmark requirements at European level was created An agreement has been agreed between European employers organisation UNICE and the European Consumer BEUC on a European Framework for e-commerce trustmark schemes at the end of 2001 Bogdan Manolea

European Approach - e. Confidence project – next steps n n The European Commission will issue a recommendation to improve confidence in e-commerce in the first half of this year Trustmarks can play an important part in this process. However, the huge number of trustmark schemes currently operating is counterproductive. To combat this, the Commission will lay down a set of standardised trustmark criteria and create a better understanding of the 'trustmark concept‘, based on the agreement between UNICE and BEUC. Bogdan Manolea

European Approach - e. Confidence project – next steps An international congress on the “ Trustmarks in ecommerce” will be held in Luxembourg 17 – 19 September 2003 http: //www. e-trustmarks. lu Bogdan Manolea

Thank you ! Bogdan Manolea bogdan@internews. org www. riti-internews. ro