Consumer Protection and E-Commerce Final Report

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ANALYSIS AND DEFINITION OF COMMON CHARACTERISTICS OF TRUSTMARKS AND WEB SEALS IN THE EUROPEAN UNION

ANNEXES

Authors: Version: Date:

Dr. Ronald de Bruin (ECP.NL), Ewout Keuleers (CRID), Christophe Lazaro (CRID), Prof. Yves Poullet (CRID) and Marjolein Viersma (ECP.NL) Final version 2.4 15 March 2005

Contract no: B5-1000/03/000381

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Table of content

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LIST OF SELECTED TRUSTMARK SCHEMES (DELIVERABLE WP1)........................ 4 BENCHMARK CRITERIA (DELIVERABLE WP2)........................................................... 5 EXECUTIVE SUMMARY ............................................................................................................5 1. SCOPE OF THE QUALITY ANALYSIS: A GLOBAL APPROACH .....................................................7 2. THE NORMATIVE SOURCES..................................................................................................9 2.1 Sources of self-regulation or soft law .........................................................................9 2.2. Sources of EU law or hard law ................................................................................14 3. QUALITY ASSESSMENT OF TRUSTMARK SCHEMES: SELECTION OF CRITERIA .......................21 3.1. List of general criteria ..............................................................................................21 3.2. A pragmatic approach: the life cycle of the scheme ................................................22 3.3. “Must-have” vs. “Nice-to-have” criteria ....................................................................25 3.4. Selection of and comments on benchmarking criteria.............................................26 1. ELABORATION OF THE TRUSTMARK SCHEME ..............................................................27 1.1 Legitimacy of the scheme .................................................................................27 1.2. Code of conduct...............................................................................................27 1.3 Security.............................................................................................................29 2. INFORMATION ON THE TRUSTMARK SCHEME...............................................................32 2.1 Identification of the trustmark scheme provider ................................................32 2.2. General information on the trustmark scheme’s functioning............................33 3. PARTICIPATION IN THE TRUSTMARK SCHEME ..............................................................37 3.1. Accessibility of the trustmark scheme..............................................................37 3.2. Procedure of assessment ................................................................................38 3.3. Mutual recognition with other trustmark schemes............................................40 4.CODE OF CONDUCT ...................................................................................................41 4.1. General principles............................................................................................41 4.2. Information on merchant ..................................................................................46 4.3. Information on products and services..............................................................48 4.4. Conclusion of the contract ...............................................................................53 4.5. Customer service.............................................................................................63 4.6. Commercial communications and fair marketing practices..............................68 4.7. Security of system and payment......................................................................72 4.8. Personal-data protection..................................................................................75 4.9. Protection of children...
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