Politique des consommateurs

Consumers in the Digital Economy


E-commerce is providing consumers with expanding opportunities to purchase a wide range of products at competitive prices. In order to ensure that consumers are adequately protected when engaging in e-commerce, the OECD developed a Recommendation of the Council concerning Guidelines for Consumer Protection in the Context of Electronic Commerce in 1999 that provides a comprehensive set of guidelines for governments and businesses.

A Ministerial on the Future of the Internet Economy was held in Seoul, Korea (2008), to take stock of developments in the Internet and identify areas where additional policy work would be beneficial. In support of the Ministerial, additional consumer policy guidance was developed on online identity theft, mobile commerce, and communication services. 

The Ministerial provided a mandate for the OECD to, inter alia, review and update the 1999 Recommendation, which it launched in 2009. In the context of this review, analytical work was carried out in a number of areas, resulting in the development of policy guidance on mobile and online payments and intangible digital content products in 2014.

To further consider issues pertaining to the digital economy, a Ministerial will be held in June 2016 in Mexico. At that time the revised 1999 Recommendation will be launched, and key consumer issues concerning trust will be addressed. 

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E-commerce guidelines

The Internet is providing consumers with exciting opportunities to purchase an expanding range of products from a large number of suppliers, at lower prices. Enhancing the benefits of e-commerce for consumers will require maintaining an environment in which consumers have trust. 
Digital Content Products guidelines
Mobile and Online Payments Guidelines
Online Identity Theft guidance
Mobile commerce guidance
Anti-spam toolkit
1999 E-commerce Recommendation 

E-commerce trends and challenges 

Technological advances and market pressures have made telecommunications and ICT products and systems increasingly complex. Mobile providers are offering ever more sophisticated products and services. Though consumers take the full advantage of this developments they face problems of switching, fees, analysis of offers, etc. The OECD investigates how consumer policies could be ammended and encourages its member countries to take appropriate actions.
Digital Content Products analysis
Online and Mobile Payments Analysis
Digital Content workshop report
Strengthening Consumer Protection in the Internet Economy 
Mobile commerce
Online Identity Theft analysis
Consumers in the online Marketplace: the Guidelines Three Years Later
Telecommunications: Assessment of Consumer issues  
Policy Resources related to Internet Governance- An OECD website
Enhancing Competition in Telecommunications: Protecting and Empowering Consumers Report on Mobile commerce 

Copy control and digital rights management

Illegal copying and unauthorised distribution of digital works has intensified in everyday consumer products such as audio CDs, DVDs, and e-books. Copyright holders wish to prevent any unauthorised use. Both international and national legal copyright instruments provide protection for copyrighted material and remedies against their circumvention.
Report on Disclosure Issues Related to the Use of Copy Control and Digital Rights Management Technologies

Cardholder protection

Many active Internet users remain unwilling to purchase goods or services over the Internet. Being aware of security and privacy problems, they hesitate in launching their financial details into cyberspace. The OECD Committee on Consumer Policy (CCP) has worked in the past on a number of issues relating to consumer protection in online payments.
Report on consumer protections for payment cardholders


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