A best practice model for e-consumer protection

This article outlines a set of criteria for assessing the value of e-consumer protection schemes. It is intended that it be used as a tool, for policy-makers, industry associations, corporations and consumer organisations in all jurisdictions, seeking to assess the appropriateness of their consumer protection regulation. It can be used to devise new, or improve existing, policies, and it can also be used to compare the usefulness of e-consumer protection in different jurisdictions. It commences with a brief review of existing frameworks for the protection of e-consumers, which demonstrates the need for a model that uncompromisingly presents the needs of consumers. An overview of the model is provided, followed by a presentation of the model's key features. A further section identifies the several ways in which the model can be applied in order to improve the usefulness of e-consumer protection. An earlier version of the model was published in checklist form (Clarke R. ‘A Major Impediment to B2C Success is … the Concept 'B2C' Invited Keynote, Proc. ICEC'06, Fredericton NB, Canada, 14–16 August 2006, at http://www.rogerclarke.com/EC/ICEC06.html#TNT). The present article revises and expands that checklist, and presents the rationale underlying each item in it.