unctad.org | Boosting Confidence in E-commerce: Delivering Dispute Resolution for Consumers
Boosting Confidence in E-commerce: Delivering Dispute Resolution for Consumers
05 October 2017
Palais des Nations, Room XXVI (First Floor)
Geneva, Switzerland

Key Issues

The United Nations Guidelines for Consumer Protection contain concrete recommendations for member States and businesses to develop fair, effective transparent and impartial mechanisms to address consumer complaints. Traditional dispute resolution mechanisms for consumer complaints, of administrative and judicial nature, are increasingly complemented by out-of-court alternative dispute resolution (ADR), be that conciliation, mediation or arbitration. ADR is meant to be as fair, effective, transparent and impartial as traditional mechanisms, and it is also meant to be more expeditious and inexpensive.
 
Indeed, consumer trust in e-markets greatly lies in the ability for consumers to access dispute resolution and obtain redress also in an online context. In particular, there are various online dispute resolution (ODR) initiatives. Their nature varies greatly: some are of national nature (Mexico's Concilianet, Colombia's SIC Facilita, Brazil's Consumidor.gov, United States' BBB) while some are of regional/supra-national nature (EU's ODR platform); some are of private nature (United States, some EU member States), while some other are hosted by governmental authorities (Latin America).
Participants: Delegates at the First Session of the Intergovernmental Group of Experts on E-commerce and the Digital Economy.
13:15 to 13:20  Presentation by UNCTAD secretariat on Consumer Protection, E-commerce and Dispute Resolution and Redress
 
13:20 to 13:50  Moderator: Ms. Teresa Moreira, Head, Competition and Consumer Policies Branch, UNCTAD
 
Panellists:
• Ms. Amanda Long, Director General, Consumers International (video-address)
• Ms. Nicole Nespoulous, Deputy Head of Unit, Directorate general for competition and consumer protection affairs and fraud control, France
• Dr. Ying Yu, Law Faculty, University of Oxford

13:50 to 14:15  Interactive debate
 
UNCTAD:
• Teresa Moreira, Head, Competition and Consumer Policies Branch, UNCTAD
• Arnau Izaguerri, Officer in Charge of the COMPAL Programme, Competition and Consumer Policies Branch (CCPB)
 

Programme

Sponsor / funding:UNCTAD
Language(s):English
Contact:
 
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