Consumer Authority will closely monitor untrustworthy webshops

The Consumer Authority will closely monitor untrustworthy webshops. This was announced by the supervisory body during the presentation of the agenda for 2012-2013. The director of the Consumer Authority, Bernadette van Buchem, said: “Consumers are increasingly turning to the ease of online shopping. Yet the number of complaints about webshops, in terms of ordered products not being delivered or refunds not being paid within the legal time limit, are also increasing. The Consumer Authority will take immediate action against any webshop violating the rules, in order to protect consumers from harm and to regain their trust. We also receive valuable input via our information counter, ConsuWijzer, which is an important source of information.” Additional spear points for the coming period are misleading and aggressive telemarketing as well as misleading prices.

Webshops

The trend towards online shopping has led to an increase in the number of complaints and questions by consumers. These include mainly:

• the ordered product not being delivered
• the right of withdrawal not being correctly implemented
• the webshop not being available for questions or complaints.

The Consumer Authority will take immediate action against any website failing to comply with the rules and harming consumers as a result. For example, the supervisory body may shut down certain websites or warn consumers away from untrustworthy webshops. The Consumer Authority will also ensure entrepreneurs are informed of the current rules.

Misleading and aggressive telemarketing

The information counter, ConsuWijzer, has received many complaints from consumers regarding aggressive telephone canvassing with respect to energy and telecom contracts as well as puzzle books and charities. Consumers often receive confusing or incomplete information, leading them to enter into agreements unwillingly. The Consumer Authority wants to put a stop to such practices by ensuring the sector as a whole complies with the prescribed rules, and by taking action against any companies violating these rules.

Misleading prices in the travel industry

When booking a trip or flight online, there is often a huge disparity between the price advertised and the price the consumer actually ends up paying. This is due to the fact that during the booking process, the consumer is suddenly confronted with all kinds of unexpected costs such as reservation costs. The Consumer Authority is able take action against this type of 'bait pricing' by imposing sanctions on the companies in question. The supervisory body will also, in collaboration with the relevant organisations, ensure companies are aware of the current rules regarding price transparency.

Preliminary investigations and monitoring

The Consumer Authority will begin two preliminary investigations regarding,:

• guarantees and conformity in terms of mobiles phones
• online games and young consumers

These investigations will focus on gathering information via ConsuWijzer, to determine whether consumer problems are a sector-wide occurrence. If this is the case, the magnitude of the problem will need to be assessed.

ACM

The Consumer Authority will merge with the NMa (Netherlands Competition authority) and the OPTA (Independent Post and Telecommunications Authority of the Netherlands) from January 1st 2013. The new name for this merged supervisory body will be the Netherlands Authority for Consumers and Markets (ACM). The new supervisory body will expect the markets to safeguard the interests of the consumers. The ACM will focus on three main themes: consumer protection, sector-specific market regulation, and supervision of the competition. These agenda items will form the core activities for the Board of Consumers of the ACM.