MEMO/08/609
Brussels, 8 October 2008
Frequently asked questions on the proposed consumer rights directive
SECTION 1 – OVERVIEW
The current situation
Currently, there are four different Directives which cover consumer contractual rights in the EU: Unfair contract terms[i], Sales and Guarantees[ii], Distance Selling[iii], and Doorstep Selling[iv]. These Directives set out the basic consumer rights which apply to consumer contracts across the EU. These include the information you receive on an offer, rules on unfair contract terms which are biased against the consumer, cooling off periods where you can change your mind on distance and doorstep selling contracts, as well as rights on repairs and guarantees for faulty goods.
The problem is that several of these laws date from the 1980s, and all of them set minimum standards. Since individual EU countries have adapted the rules in different ways nationally, a patchwork of laws which has evolved over the last 20 years.
The result is a maze of different rights and practices, from cooling off periods to guarantees, which are as unclear to consumers as they are confusing for business. Guarantees, for example, last for 2 years in one country but can be longer in others; cooling off periods last 7 working days in one MemberState and can be 14 calendar days in another. In addition, the existing Directives are not adapted to recent technological developments.
The scale of the opportunity
The steady progression of technology, in the form of digital communications and internet, is on its way to utterly transforming our lives forever. Internet will change the way we conceive social life but also the way we interact economically. It will transform the economic environment of individuals and dramatically expand their range of opportunities.
Internet ensures consumers can find, in a few clicks, the product they want at the best price possible. Millions of individuals have gained easy access to secondary markets that provide good value for money, and thousands individuals are using the internet to develop small scale businesses. This is the result of a ground-breaking evolution of retail distribution online that offers innovative platforms facilitating transactions between individuals and firms.
-Already, three hundred million people in the European Union use the internet.
-One hundred and fifty million already use it for shopping.
-Sixty percent of EU citizens use internet to compare prices and suppliers, and to get real time information on the performance of products.
-The revenues of online commerce are forecasted to be 128 billion EUR in the European Union in 2008. Forecasters expect these revenues to grow by 230% in five years reaching 291 billion EUR in 2013.
-But this is only if we get it right. This is the scale of the opportunity.
At a time when European households are facing pressure on their budgets and watching their purchasing power deteriorate, we cannot afford to ignore this chance to bring such efficient retail to their desktops.
The problem: the Single Retail Internal Market is not functioning
Unfortunately, the reality today is that the EU-wide market at retail level does not yet exist, even when online cross border shopping should be practically costless. This greatly diminishes the opportunities available to consumers and the incentives for business to grow.
-Only one in five people who shop online ventures beyond national borders.
-Although it is still a sizable 30 million people, it is only 7% of the adult population in the EU.
-The trends are not promising. The number of consumers using the internet for domestic purchases increased from 23% to 30% between 2005 and 2008, but cross-border online purchasers only rose from 6% to 7% for the same period. In other words (there are significant variations in online shopping in the EU, see table below for details of online shopping in different countries)
-Across the EU 150 million of the world's wealthiest consumers are already actively buying online. But only 30 million of them do so cross border, even though they spend an average €800 a year when they do make cross border purchases.
-Many people are just not aware of the opportunities that are out there if they shop around online. For example, a digital camera can cost 33% more in Finland than in Germany, with an absolute price difference that would remain substantial even after shipping costs. But 37% of EU citizens still feel more confident buying online from a trader in their own country.
-Two-thirds of Europeans think there are more potential problems in making cross-border purchases rather than domestic purchases.
-Businesses themselves face real barriers to serve cross border.
-8% of cross border shoppers have been turned down by traders because they lived abroad.
-Currently, only one in five EU retailers sells cross-border.
-This means that 80 percent of them bypass a market of hundreds of million people.
- Large businesses often sell across the Union but in a fragmented way. Some take advantage of borders to price discriminate across the EU.
Percentage of individuals having purchased goods or services via the internet in the last 12 months, in their own country or elsewhere, and from a seller/provider located in another EU country.
There is a significant variation in online shopping at country level: 68% of individuals in the Netherlands have made an online purchase in the past 12 months, while this is true for just 4% of Bulgarians. The average value is clearly lower in the EU10 than in the EU15, i.e. 50 to 200 euros and 500 to 1,000 euros respectively.
The opportunity cost for consumers and business.
The internal (B2C) business to consumer market is incomplete. Cross-border retail competition is weak and there is only limited pressure on traders to harmonise retail prices across Europe. Consequently, large differences exist between average price levels of the individual EU Member States which consumers could take further advantage of.
The price differences are striking for particular products that can be normally be bought online either domestically or cross-border.
A small scale online survey of three products was undertaken (see below). The products were: Euphoria perfume by Calvin Klein, 50 ml; an MP3 player (iPod nano 8GB); and a sports shoe (Nike Dart V).See tables in Annex 1.
Even though it was only possible to identify prices in a small number of countries, there were significant variations. The same perfume can cost anything from 51.88 Euro in the UK, to 58.5 in Ireland and 66.5 Euro in Germany. The same MP3 player can cost from 179 Euro in Spain, to 199Euro in France and 231Euro in Romania. For the same sports shoe you can pay 45.96 Euro in the UK and 50 Euro in France or Germany.
Prices for a Panasonic Lumix DMC-FZ8 digital camera (black) at a major distance selling company, by country (as of 13 March 2008)
In March 2008, a major European distance selling company specialising in electronic consumer goods sold a digital camera in the UK for £152, corresponding to €198.49. The price for the same product was €254 in neighbouring Ireland and €276 in Belgium. On the Finnish website of the trader, the same camera was listed for €306, making it over 54% more expensive for Finnish consumers than those in the UK (see complete table in Annex 1) .
The Belgian consumer magazine Test-Achat[1] similarly reported that the prices of digital cameras can vary up to 30% even between neighbouring countries. Table 2.4 indicates the variations between countries for the camera illustrated in Figure 2.1.
Price differences – clothing, furniture, electronics, cars
In a more systematic way, four categories of consumer goods that are potential candidates for cross-border purchases were examined: clothing, consumer electronics, cars and furniture (the table is in Annex 1). Price differences compared to the best EU price were computed for each category.[2]
Overall, the variations in prices are significant for some countries, depending on the product category. For example, the price for furniture is 59% higher in Italy, Ireland and the UK, the countries with the highest price for this category, than in Romania, the country with the lowest price. Bulgaria has the lowest price for cars while prices in Denmark are 61% higher (the country with the highest price for this category).
In consumer electronics, Lithuania was found to have the best price, while Austria had the highest price in this category (34% higher than in Lithuania). As for clothing, Austria was found to have the highest price, which was 69% higher than in Slovakia (best price). The price dispersion (expressed as the standard deviation) was highest for clothing and cars, followed by furniture. Consumer electronics is the category for which prices vary the less.[3]
It is clear that even in neighbouring countries significant prices difference remain. Consumers should have everything to gain from shopping around.
For example, for electronic goods (percentages based on table in Annex 1):
-Spain is 12.4% more expensive than Portugal.
-Denmark is 8.8% more expensive than Sweden.
-The UK is 10.4% more expensive than Ireland.
-Austria is 32.8% more expensive than Germany.
-France is 9.5% more expensive than Italy.
-The Netherlands is 4% more expensive than Belgium.
-Estonia is 14.2% more expensive than Romania.
For clothing:
-Spain is 0.8% more expensive than Portugal.
-Denmark is 0.6% more expensive than Sweden.
-Ireland is 9.1% more expensive than the UK.
-Austria is 28.5% more expensive than Germany.
-France is 18.6% more expensive than Italy.
-The Netherlands is 2% more expensive than Belgium.
-Estonia is 47.9% more expensive than Romania.
The problem: The low level of consumer confidence
Two-thirds of Europeans think there are more potential problems in making cross-border purchases rather than domestic purchases. 68% of EU citizens consider there to be a greater risk of falling victim to scams and fraud when purchasing from suppliers located in another EU country than from providers in their home country. A clear majority (56%) of Europeans agree, while only one-quarter (24%) disagree, that providers from other EU countries are less likely to respect consumer protection laws than suppliers from their home country.
There are three main causes for this problem.
-Reasons of a practical and regulatory nature (e.g. language, geography, tax regimes etc.) which are unrelated to EU consumer law;
-Reasons of a practical and regulatory nature, which are affected by EU consumer law (e.g. delivery and complaint handling problems);
-Other factors that are linked to EU consumer law, such as insufficient knowledge of the law by consumers, difficulties in obtaining redress and poor enforcement.
Business reluctance to trade cross border.
Regulatory fragmentation is one of the main obstacles to cross-border trade identified by the traders in the Eurobarometer 2008 (Flash Eurobarometer 224) on Business attitudes towards cross-border sales and consumer protection. According to the survey results, the additional cost of complying with different national laws regulating consumer transactions – which is in the scope of the current review of the EU Consumer Acquis – was identified a an important barrier by a majority of respondents (60%).
According to the 2008 Eurobarometer, 75% of the traders who do not currently sell cross border indicated that they would start doing it if regulations were harmonised. This figure clearly indicates that retailers would be much more open to engage in cross border sales if the risks of failing to comply with various national regulations could be eliminated by establishing EU level rules in this regard. The cost of fragmentation is a heavy burden on business. For businesses which currently only sell domestically, the estimated administrative cost linked to complying with consumer laws as they now stand is 5525,9 Euro for distance sellers and 6625 Euro for direct sellers.
These costs would increase to 9775,9 Euro for distance sellers and 10375 Euro for direct sellers who wish to sell to consumers located in one or two other EU countries. The estimated administrative costs for a business wanting to sell in all 27 Member States are 70525,9 Euro for distance sellers and 71625 Euro for direct sellers.
Practical Consumer complaints
In concrete terms, it is clear that a range of regulatory problems are holding consumers back. According to the European Consumer Centres, problems with delivery, defective products and after-sales service are the main issues causing consumer complaints.
Complaints and disputes reported to an European Consumer Centre office by type of problem
Types of problems- Delivery
- Quality and condition of product (e.g. defective product)
- Price and payment
- Contract terms (e.g. consumer’s right to cancel the order and return the goods during the ‘cooling-off’ period)
- Redress (e.g. web traders do not honour their guarantees)
- Ethical issues, selling techniques and other cases
Source: The European Online Marketplace: Consumer Complaints 2005
These trends are widely reflected in a range of other studies from the UK and France and from focus groups and the feedback from Consumer Organisations. The other clear trend is a lack of information for consumers about their rights.
-Delivery is especially problematic in distance selling. Non-delivery of ordered goods is the most problematic issue within the European e-commerce market. It accounted for 38% of all consumer complaints submitted to the ECC Network during 2005. Almost one in four European consumers have encountered delivery problems in a distance purchase – delay or non-delivery – in the past 12 months[4]. According to an OFT study on Internet shopping, delivery problems in the UK account for nearly half (48 per cent) of all the problems people said they had experienced (most typically as late or non-delivery).
-Guarantees: 15% of European consumers tried to assert their guarantee rights in 2004, and almost all of them had done so in their home countries. Complaints mainly related to defective products that the trader did not want to repair, replace or refund.[5] In online cross-border transactions, problems relating to the conformity of a product are the second most common complaint received by the ECCs (25% of complaints).[6]
-Withdrawal Rights: Overall, based on the complaints received and information requested by consumers, the ECCs considered issues with withdrawal rights the third most important problem of the Consumer Acquis. Most cross-border complaints relate to how to withdraw (and whether the trader will accept the notification) and the costs imposed.
-Problems with lack of pre-contractual information and consumers' lack of awareness of their rights are widespread. For example, in distance selling, the ECC study on Internet shopping found that in 28% of all cases, web-traders had not informed the consumer about the cooling-off period prior to the purchase.[7] In the OFT study on Internet Shopping, more than half (56%) of the internet shoppers did not know about their right to cancel. One third also did not know where to turn to get advice on their rights.[8]
SECTION 2.THE NEW PROPOSALS
The new proposals
The Consumer Rights Directive concerns contracts for sales of goods and services from business-to-consumer (B2C). Generally all contracts are covered, i.e. purchases made in a shop, at a distance or away from business premises. On top of that, the Directive includes rules specific to particular situations (e.g. providing for a right of withdrawal in the case of distance and off-premises contracts).
A distance contract means any sales or service contract where the trader, for the conclusion of the contract, makes exclusive use of one or more means of distance communication, for instance sales by Internet, mobile phone or catalogue.
An off premises contract is a sales or service contract concluded away from business premises with the simultaneous physical presence of the trader and the consumer (e.g. a salesman offers a good in the consumer's home, at his work, in the street or at a home party) It also covers contracts concluded on business premises (e.g. in a shop), but negotiated away from business premises (e.g. a door salesman makes an offer, but the contract is later concluded in his shop).
The proposed Consumer rights Directive aims to put in place clear EU wide rules covering:
-Pre-contractual information. Before concluding a contract, the Directive obliges the trader to provide the consumer with a clear set of information requirements, for all consumer contracts, so that the consumer can make an informed decision on whether or not to buy. These include, for example, the main characteristics of the product, geographical address and identify of the trader, the price inclusive of taxes, all additional freight, delivery or postal charges; arrangements for paying, delivery, performance and complaint handling policy, if applicable the existence of a right of withdrawal, or additional charges relating to deposits or financial guarantees, the existence of commercial guarantees or after sales service.
-Rules on delivery and passing on risk to the consumer (currently not regulated at EU level): The trader must deliver the good to the consumer within a maximum of 30 calendar days from signing the contract. Under the new rules, the trader bears the risk and the cost of any deterioration or destruction/loss of the good until the moment the consumer receives the good. When a trader fails to fulfil his obligation to deliver, the consumer is entitled to a refund as soon as possible and no later than 7 days from the date of delivery.
-Cooling off periods (distance and pressure sales): A single EU-wide cooling off period of 14 calendar days is set down, along with rules on the beginning of the withdrawal period. The withdrawal period is extended to three months in all cases where the trader fails to provide information. An easy to use, standard withdrawal form, is also introduced. The trader must reimburse the consumer no later than 30 calendar days from the day that the consumer exercises the right of withdrawal.
-Repairs, replacement, guarantees. A standard set of remedies available to a consumer who has bought a faulty product (i.e. repair or replacement in the first place and the reduction of the price or the reimbursement of money only in specific circumstances) is set out.