|Norman Lamb MP|
Lamb: The EU's Consumer Rights Directive will be implemented as part of a broader package of reforms designed to clarify and simplify the consumer rights regime as a whole. The European rules will protect consumers online in numerous ways. For example, the withdrawal period, within which consumers can change their mind about an online purchase, will be extended from 7 to 14 days, any obligations to pay will be made clear and explicit, and there will be a ban on pre-ticked boxes and disproportionate surcharges for using specific payment methods like credit cards.
Premium rate telephone lines for consumer follow-up calls will be prohibited and there will be clearer and more up-to-date pre-contractual information requirements, ensuring that consumers know exactly what they are buying, and who they are buying it from, when shopping online.
What changes will there be to help customers with faulty goods?
Lamb: In addition to the changes imposed by the CRD, new amendments to the laws regarding faulty goods will also increase protection for consumers. The short-term time period for returning faulty goods will be clarified and, after that, the number of failed repairs or replacements that consumers have to put up with before receiving a refund will be limited. This will make the whole redress process clearer and easier for consumers to understand when faulty goods are bought in any context, including online.
How will the law change to accommodate buying digital content online?
Lamb: The law will also be updated to protect consumers when purchasing digital content online. Consumer rights in connection with digital content, such as music downloads or streamed video, are currently highly uncertain. The changes will clarify how the law applies to digital content, providing a clear set of quality standards and workable remedies, enabling consumers to get appropriate redress.
While reducing red tape, how will you ensure that consumer rights are respected and guaranteed?
Lamb: We need a really robust framework of consumer rights if we are to achieve the consumer confidence we need to support strong economic growth. That’s why maintaining a high level of consumer protection is at the heart of our plans so that the right laws are in place to tackle rogue practices. But confusing consumers and businesses about their rights and responsibilities can cause expensive and unnecessary disputes, which is why we also need to cut business costs by tackling the complex state of our current law.
Norman Lamb MP
Minister for Employment Relations Consumer and Postal Affairs