CPC‎ Unveils Regulatory Principles To Protect Online Consumers - Sundiata Tech


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Friday, March 16, 2018

CPC‎ Unveils Regulatory Principles To Protect Online Consumers

With the increasing number of Nigerians seeking protection in their online transactions, the Consumer Protection Council (CPC) on Thursday, said it would come up with guidelines to effectively regulate the conduct of online marketing companies in Nigeria.

The Director-General, CPC, Babatunde Irukera stated this during a meeting with top officials of online marketing companies in Nigeria.

Present at the meeting were representatives from Jumia, Konga, Yudalla, and Mall for Africa among others.

The meeting focused on the current consumer experience in the online shopping market place.

He said the particular concern that was the subject of discussion was protecting consumers as well as protecting the legitimate and responsible online marketing companies and their brands.

He said both the council and the online marketing companies agreed that only a robust, ethical and well regulated industry can promote consumer confidence.

This would help to eliminate distrust, prevent fraud and market entry by those who seek to exploit and defraud.

He said both parties also recognised that technological disruption and innovation remain a vital catalyst for expansion, commercial penetration and shared prosperity.

He said, “The council and the online marketing companies have mutually agreed that a dedicated customer service apparatus, which is an indispensable corollary of e-commerce, is required to ensure engagement and a complaint resolution process which is not burdensome to the customer.

“Online market platforms recognise the importance of complete disclosures of any terms, conditions, exceptions or restrictions on products marketed on their platforms.

“Online marketers also recognise the need to promote consumer confidence and eliminate distrust.

“Advertisement of products should be truthful, transparent and factual, including current/future availability, specifications, merchantable conditions, quality and relevant warranty information.”

He said online market platforms recognise that timely delivery is a material and vital term of the agreement between platforms and their customers.

As such, he added that timely delivery including reasonable and fair return windows, prompt and efficient refunds and respect for cancellations in accordance with prevailing policy, are a matter of contractual obligations.

He added: “The meeting also resolved that parties commit to a broad-based stakeholder engagement to further promote and develop these principles, business guidance and regulatory framework.

“Parties recognise the urgency required and as such agree that the engagement and the Guidance development process must occur and conclude shortly and timely.”

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