8 October 2001

Dispute Resolution in E Commerce

The Minister for Financial Services & Regulation, Joe Hockey, today released a discussion paper that highlights the importance of resolving disputes when consumers do business over the Internet.

The paper, Dispute Resolution in Electronic Commerce, has been produced by the Minister's Electronic Commerce Expert Group, a group of leading industry and consumer professionals who advise the Minister on consumer protection in e-commerce.

"Making sure consumers have a simple and effective way of resolving e-commerce disputes is a key part of the Government's philosophy of consumer sovereignty," the Minister said.

"Consumers must feel confident that when they do business over the Internet, and something goes wrong, they have a simple and effective way of resolving the dispute."

Comments are sought on a range of issues raised in the paper, including:

  • the nature and extent of e-commerce complaints;
  • how businesses handle e-commerce complaints; and,
  • the Government's role in dispute resolution.

The discussion paper can be found on www.selfregulation.gov.au or www.ecommerce.treasury.gov.au.

All submissions will be published on the self-regulation website, subject to any claims for confidentiality.

For more information , contact

Consumer Affairs Division
Department of the Treasury
Langton Cres

Telephone: 02 6263 3856
Facsimile: 02 6263 3964
E-Mail: adr@treasury.gov.au

Comments on the discussion paper are due by 30 November 2001.