1. A Fresh Look At Online Dispute Resolution Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective 29 March 2010, Vienna, Austria

2. “I don't look to jump over 7-foot bars: I look around for 1-foot bars that I can step over. “ Warren Buffett “The perfect is the enemy of the good.” Voltaire

3. Better Business Bureau Today: –Background on the BBB; –Current cross-border dispute resolution activity; –Role of formal courts system in cross-border consumer redress; –“One size fits all” approach is unwise -- maybe unworkable; –Important role of NGO’s – particularly SROs – in this cross-border consumer environment.

4. Better Business Bureau Founded in 1912 – nearly 100 years of service; A non-profit, North American organization; 123 BBBs in U.S. and Canada; Mission: leader in advancing marketplace trust by: –Creating a community of trustworthy businesses; –Setting standards for marketplace trust; –Encouraging and supporting best practices; –Celebrating marketplace role models, and; –Denouncing substandard marketplace behavior.

5. BBB Complaints Processed 2005 - 2009 * * 978,519 complaints processed in 2009, excluding BBB AUTO LINE

6. BBB “Cross-Border” Consumer Complaints - 2009

7. Top 9 Source Countries CountryBBB Countrye-consumer.gov * UNITED KINGDOM218 AUSTRALIA638 AUSTRALIA150 UNITED KINGDOM426 GERMANY57 FRANCE286 JAPAN50 INDIA124 MEXICO41 IRELAND68 INDIA37 GERMANY66 FRANCE37 BELGIUM62 CHINA36 NEW ZEALAND56 IRELAND25 SPAIN56 BBB Compared with e-Consumer.gov* - 2009 * NOTE: 2009 e-consumer.gov statistics annualized to provide estimated comparative data. U.S. and Canadian statistics removed from both sets.

8. BBB/TrustUK Agreement Average Value of All Cases – U.S. $963 Average Value of Fraud Cases – U.S. $1,357 Average Value of Auction Fraud Cases – U.S. $1,538 Fraud – 36% of Total

9. BBB/TrustUK Agreement 58% Fraud – Type of Fraud 1 1 54 total fraud complaints

10. “I don't look to jump over 7-foot bars: I look around for 1-foot bars that I can step over. “ Warren Buffett “The perfect is the enemy of the good.” Voltaire

11. Build On What Is Working Bear in mind: –Consumer dispute resolution is working – even in cross- border disputes; –Harmonized, minimum standards/codes will be critical; –Trustmark programs, NGOs and SROs should be part of the solution; –Governments have an important role to play in eliminating fraud and abuse; –We need to continue to build on what is already working.

12. A Fresh Look At Online Dispute Resolution Thank You Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective 29 March 2010, Vienna, Austria