Tackling online consumer issues
12 May 2010: Information on this page relates to policies of the previous government and may not be up to date.
Internet teams
As announced in the Consumer White Paper the Government is enhancing the capabilities of the Office of Fair Trading (OFT) and Regional Scambuster and Trading Standards teams to tackle online consumer protection issues by:
i. Setting up a central OFT computer forensic laboratory and specialist equipment for Trading Standards so that the OFT and the 11 Regional Scambuster and Trading standards are equipped to investigate online rogues and co-ordinate their enforcement action;
ii. Ensuring that officers leading these teams are highly trained to investigate online consumer problems, through joint training and sharing expertise with the Police Central e-Crime Unit.
National e-consumer protection strategy
In addition, the OFT is developing a longer term national strategy for e-consumer protection. This strategy, due to be published by the end of 2010, will help OFT, Trading Standards and other enforcement agencies, such as the Police, to coordinate their activities even more effectively.
Coordinating with International enforcement agencies
One of the OFT’s key roles will be to use intelligence to look for new threats and focus on coordinating action to tackle larger cases and those which arise in other countries. More effective use of intelligence will help to target enforcement resources to the worse rogue trading practices that can cause serious consumer detriment. The OFT will also be working more closely with other international enforcement authorities.
Online complaints register
The Government is also setting up a single complaints register through Consumer Direct for consumers to report online scams, breaches of consumer laws or other problems they encounter with online transactions (such as non-delivery of goods or services ordered over the internet). The register will be available later this year.
In the meantime, consumers can contact Consumer Direct on 08454 040506 or visit www.consumerdirect.gov.uk for advice on online consumer protection issues. Complaints about specific websites can be sent, with as much information as possible, to the OFT on: sc@mnesty.net.
