1. Michelle Childs Head of Policy Research OECD -The Hague 11-12 December 2000

2. What Which? Web Trader means for Consumers ?a code of practice for e-commerce which will give consumers the confidence to shop online ?a code which will improve some standards of e-commerce for consumers ?A European partnership of consumer organisations - 7 countries +

3. Web Trader: example conditions ?prices - clear & fully inclusive ?comply with all (UK) legislation such as Data Protection, etc ?site must be secure ?a delivery date must be provided ?refunds within a maximum of 30 days ?complaint handling procedure must be in place

4. What Which? Web Trader means for Businesses ?e-commerce advice -good practice checklist for SME’s ?consumer feedback ?brand enhancement- for SME’s ?source of customers ?4,000 applications -1500 full web traders

5. Which? WebTrader- compliance ?Pre entry - website & company checks ?Traders terms and conditions legally audited ?On going monitoring - complaints, trend analysis, mystery shopping,Which? Online forum

7. Which? Webtrader- Compliants ?To Nov 2000 - 740+ ?Not delivered on time - 226 ?Complaints handling - 107 ?Refund - 55 ?Spam - 46 ?Non delivery &/debit - 27 ?Fraud - 1

8. Consumentenbond-NL- WebTrader ?Mar-Nov 2000 - 73 ?Main complaints: ?Not delivered on time - 14 ?Delay in refund - 9 ?compliants handling - 8 ?refusal to make agreement - 4

9. Which? Webtrader - Dispute resolution ?Complain first to trader - reply - 5 days ?Then to WebTrader: 3 Stages: ?Stage 1 -Inform trader - 5 days respond ?Stage 2 -Contact trader’s CSM - 48hrs respond ?Stage 3 - Contact CEO - 7days

10. Which? WebTrader- Dispute resolution ?% Complaints reach : ?Stage 1 - 100% ?Stage 2 - 10% ?Stage 3 - 1%

11. Enforcement- sanctions and appeals ?Suggest solution-binding on traders ?Eject non-compliant members - 7 Traders to date-readmitted 1 ?Publicity ?Appeals procedure- for Traders ?TrustUK -“Scheme of schemes” - code accreditation- Appeal for consumers

12. WebTrader is not ?substitute for access to law ?a recommendation of a company’s goods and services ?a means of providing identical consumer rights throughout EC member states ?Cross border adr- yet- EU funding ?perfect!