Discussion Paper
Appendix D: Internet Surveys
Internet surveys provide a useful insight into the practices of online retailers, including the extent to which their e-commerce practices are consistent with the principles of the BPM (in Australia) and the OECD Guidelines (overseas). Some of the more relevant studies include the ICPEN International Internet Sweep Day (2001), the Consumers International Shopping Online survey (2001)55 and the Consumers International Credibility on the Web survey (2002).
ICPEN: Internet Sweep (2001)
The ICPEN conducts an annual Internet sweep, which involves assessing websites against specified criteria and represents a global effort in law enforcement co-operation. Participants in the 2001 sweep assessed websites against the OECD Guidelines, upon which the BPM is based.
The sweep revealed that the disclosure of business contact details among Australian online retailers was very high. However, there was scope for improvement in the areas of cost itemisation and the posting of policies on refunds, exchanges and privacy. Australian retailers also had low compliance in relation to the disclosure of geographic restrictions on purchases and minimum age requirements.
Consumers International: Shopping Online Survey (2001)
In late 2000 and early 2001, Consumers International coordinated a team of researchers from 15 consumer organisations who placed over 400 orders for goods and services through B2C websites around the world. The researchers recorded the complete experience of using each site, ordering and receiving the goods, and then returning them for a refund.
The survey found that many websites failed to provide consumers with information on the total cost of the transaction, its terms and conditions and any geographical restrictions. However, the survey results did note some improvements since 1999 with more websites providing information about the availability of goods, offering returns policies and delivering goods more swiftly.
Consumers International: Credibility on the Web Survey (2002)
Between April and July 2002 a project team from 13 countries, coordinated by Consumers International, assessed 460 websites using criteria covering the accessibility of information, quality of information and business practices.
The survey found that many websites failed to provide adequate information on the ownership of the site, the quality of the information contained on the site (namely, how up to date and comprehensive it was), how personal information collected through the site would be used, and the steps that would be taken to protect personal information.
The survey also found that more than a quarter of all websites surveyed provided no contact address and a third did not provide a contact telephone number. Furthermore, more than half of all the websites surveyed contained no information on how up to date their information was. Less than two thirds of those websites that collected personal information informed users of a privacy policy that governed how such information was used and protected.
55 Information on this survey is available at the Australian Consumers’ Association website www.choice.com.au.
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