Online transactions were responsible for 26% of the complaints to the office of the Consumer Goods and Services Ombudsman.
The Consumer Goods and Services Ombud has called for legislation to be updated to improve protection for consumers who buy online.
The Consumer Protection Act was published in 2008 and protects consumers when they enter transactions to buy goods or services. “This is partly due to the nature of online shopping. In brick-and-mortar stores, customers have the opportunity to inspect goods and – except for furniture or large appliances – generally do not rely on the supplier to deliver. And when goods are defective, the return and refund process is often handled in-store.”that online vendors are compelled to provide to consumers by law to ensure that they are treated transparently and fairly.
Soobrathi says tempting as it is to ascribe the 26% drop in online complaints year on year to the success of the CGSO’s education and outreach campaigns, it could equally mean that online vendors have upped their game or that more consumers are requesting chargebacks .“As welcome as this is, compared to the previous three years, it does not constitute a downward trend.
Marketplaces are also now obliged to provide a simple mechanism for consumers to report suspicious conduct. Similarly, he points out, that the EU has also put provisions in place to protect EU consumers online, specifically when it comes to information that must be disclosed about third-party sellers and the removal of sites or social media accounts where scams have been identified.
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