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The “Consumer +” application on the Diia portal will help protect consumer rights

13/ 08/ 2020
  The business proposes to create an application Consumer + based on the Diia state web portal of e-services so that the consumer can have more opportunities to effectively protect their rights. This was discussed on August 12 during the online round table organized by the European Business Association to improve the protection of consumer rights online. During the event, representatives of the home appliances and electronics industry presented the Consumer + concept developed by the business. The concept is focused on the use of digital technologies to provide better services to customers and more effectively protect consumer rights.  The presentation on Consumer +  The presentation on Regulation of Internet trade: international experience  According to Viktoriia Kulykova, EBA Consumer Electronics Committee Manager, there are many unresolved issues in the field of online consumer protection in Ukraine. For example, many online stores do not comply with the requirements for providing identification information. According to experts, almost 80% of online shopping websites do not have any details to identify the subject of e-commerce. As a result, it is almost impossible to find the entrepreneurs that run such stores and, if necessary, bring them to justice. At one time, representatives of the State Service of Ukraine on Food Safety and Consumer Protection cited disappointing statistics that they were able to consider only about 1% of all complaints related to e-commerce. This impunity enables the sale of many counterfeit or illegally imported goods on the Internet, which can endanger the lives and health of consumers.  Viktoriia Kulykova. EBA Consumer Electronics Committee Manager. With the state supporting the digital trends and the development of modern technologies, there are new opportunities that allow not only to create civilized conditions for e-commerce but also to significantly improve the quality of services provided by manufacturers, sellers, and service centers to consumers. As part of the Consumer +, the business proposed to introduce an additional optional tool to ensure that online stores comply with the requirements of Article 7 of the Law of Ukraine On E-Commerce. Under this requirement, the business (e-commerce entities) must place information on the official legal name, registration address, etc. on its website. As for now, even if the store has this information posted, the average consumer, does not have the opportunity to verify its authenticity. Thus, according to the Committees experts, more than 30% of online store websites do not have information on the actual location or they indicate knowingly inaccurate information. The business believes that the function of the state is to create civilized conditions for e-commerce and ensure effective protection of the rights of online consumers.  Konstantin Gamkrelidze. Legal Adviser of the EBA Consumer Electronics Committee and Senior Partner of Dega Law Firm. Today, Ukraine ranks second in Europe in terms of e-commerce market growth. Sales of goods and services on the Internet are projected at UAH 87.2 billion in 2020. For the civilized digital development, the European model with clear regulation of online sales should be immediately implemented in the legislation of Ukraine. Yevhen Shkola. Head of the Legal Department of Samsung Electronics. The Consumer + application will allow interested importers, online stores, and service centers to voluntarily register in the Unified State Web Portal of e-services on the Diia portal and receive a unique electronic identifier. With this identifier published on the website, the consumer can be assured that behind such an online seller is a bona fide business that has provided its reliable data to the Diia system and is ready to assist a consumer in case there are problems with the product. Besides voluntary registration, the Consumer + module will be able to provide some other options for businesses, state agencies, and consumers. According to the proposed concept, the business will be able to activate and use additional system options, such as registration of branches, interaction with delivery services, a block of current advertising offers, device repair training and electronic warranty card, etc. It will also be possible to check serial numbers for imported products, find official models, and detect unofficial models on the market. The community also proposes to allow inspection authorities to register in the system to quickly obtain information of their interest, for example, on unofficial or counterfeit models found on the market that do not meet the requirements of the law, etc. At the same time, the “Consumer+” implies the creation of a consumer section with up-to-date information and links to laws in the field of consumer protection, complaint templates, necessary cantatas. Thus, through the Diia application, the consumer will be able to quickly go to the manufacturers website to check a model, get an electronic warranty card, or a list of the nearest authorized service centers with information about their work schedule, contacts, etc. We hope that the authorities will consider the Consumer + concept proposed by the business and together we will be able to create an effective tool to improve consumer protection and bring order to the e-commerce market.   For the reference: The representatives of various industries of the European Business Association and government agencies, including the Ministry for Development of Economy, Trade and Agriculture, the Ministry of Digital Transformation and the State Service of Ukraine for Food Safety and Consumer Protection, took part in the discussion. Be the first to learn about the latest EBA news with our Telegram-channel – EBAUkraine. https://youtu.be/LbulyGWf_hs

The business proposes to create an application “Consumer +” based on the Diia state web portal of e-services so that the consumer can have more opportunities to effectively protect their rights. This was discussed on August 12 during the online round table organized by the European Business Association to improve the protection of consumer rights online.

During the event, representatives of the home appliances and electronics industry presented the “Consumer +” concept developed by the business. The concept is focused on the use of digital technologies to provide better services to customers and more effectively protect consumer rights.

 The presentation on “Consumer +” 

The presentation on “Regulation of Internet trade: international experience” 

According to Viktoriia Kulykova, EBA Consumer Electronics Committee Manager, there are many unresolved issues in the field of online consumer protection in Ukraine. For example, many online stores do not comply with the requirements for providing identification information. According to experts, almost 80% of online shopping websites do not have any details to identify the subject of e-commerce. As a result, it is almost impossible to find the entrepreneurs that run such stores and, if necessary, bring them to justice. At one time, representatives of the State Service of Ukraine on Food Safety and Consumer Protection cited disappointing statistics that they were able to consider only about 1% of all complaints related to e-commerce. This impunity enables the sale of many counterfeit or illegally imported goods on the Internet, which can endanger the lives and health of consumers. 

Viktoriia Kulykova EBA Consumer Electronics Committee Manager
With the state supporting the digital trends and the development of modern technologies, there are new opportunities that allow not only to create civilized conditions for e-commerce but also to significantly improve the quality of services provided by manufacturers, sellers, and service centers to consumers.

As part of the Consumer +, the business proposed to introduce an additional optional tool to ensure that online stores comply with the requirements of Article 7 of the Law of Ukraine “On E-Commerce”. Under this requirement, the business (e-commerce entities) must place information on the official legal name, registration address, etc. on its website. As for now, even if the store has this information posted, the average consumer, does not have the opportunity to verify its authenticity. Thus, according to the Committee’s experts, more than 30% of online store websites do not have information on the actual location or they indicate knowingly inaccurate information.

The business believes that the function of the state is to create civilized conditions for e-commerce and ensure effective protection of the rights of online consumers. 

Konstantin Gamkrelidze Legal Adviser of the EBA Consumer Electronics Committee and Senior Partner of Dega Law Firm
Today, Ukraine ranks second in Europe in terms of e-commerce market growth. Sales of goods and services on the Internet are projected at UAH 87.2 billion in 2020. For the civilized digital development, the European model with clear regulation of online sales should be immediately implemented in the legislation of Ukraine.
Yevhen Shkola Head of the Legal Department of Samsung Electronics
The "Consumer +" application will allow interested importers, online stores, and service centers to voluntarily register in the Unified State Web Portal of e-services on the Diia portal and receive a unique electronic identifier. With this identifier published on the website, the consumer can be assured that behind such an online seller is a bona fide business that has provided its reliable data to the Diia system and is ready to assist a consumer in case there are problems with the product.

Besides voluntary registration, the Consumer + module will be able to provide some other options for businesses, state agencies, and consumers. According to the proposed concept, the business will be able to activate and use additional system options, such as registration of branches, interaction with delivery services, a block of current advertising offers, device repair training and electronic warranty card, etc. It will also be possible to check serial numbers for imported products, find official models, and detect unofficial models on the market.

The community also proposes to allow inspection authorities to register in the system to quickly obtain information of their interest, for example, on unofficial or counterfeit models found on the market that do not meet the requirements of the law, etc.

At the same time, the “Consumer+” implies the creation of a consumer section with up-to-date information and links to laws in the field of consumer protection, complaint templates, necessary cantatas. Thus, through the Diia application, the consumer will be able to quickly go to the manufacturer’s website to check a model, get an electronic warranty card, or a list of the nearest authorized service centers with information about their work schedule, contacts, etc.

We hope that the authorities will consider the “Consumer +” concept proposed by the business and together we will be able to create an effective tool to improve consumer protection and bring order to the e-commerce market.

 

For the reference:

The representatives of various industries of the European Business Association and government agencies, including the Ministry for Development of Economy, Trade and Agriculture, the Ministry of Digital Transformation and the State Service of Ukraine for Food Safety and Consumer Protection, took part in the discussion.

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