Madrid,
20 de Enero de 2004
ICA-Net : Safe and Secured E-Commerce I
nfrastructure
Takashi EnomotoGBDe Overall Chair 2010
29th March, 2010
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About GBDe - Global Business Dialogue on e-Society -
• A worldwide, CEO-led, business initiative– established in January 1999– to assist the development of a global policy framework for
the emerging online economy
• Actively promoting a private sector/Government dialogue on convergence-related issues
• Renamed in 2010– 1999 - 2009: Global Business Dialogue on E-Commerce– 2010 - : Global Business Dialogue on e-
Society
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GBDe members and activities
Members
• Consumer Confidence
• International NFC payment
• Digital Opportunity• Digital Home• Ubiquitous Network
Society
Projects/Issues
as of December 2009
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Consumer Confidence Issue Group Objectives
Cross-borderTrustmark
Cross-borderADR
Cross-border Data Privacy Protection
ConsumerConfidence
Building trust between consumers and merchants is the key for sound growth of cross-border on-line shopping.
CCIG focuses on the elements for producing confidence among consumers:
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Outline of Consumer Complaints complaints from Japanese consumers
478513
592
133109106272 25
750586
649
0
100
200
300
400
500
600
700
FY 2006 FY 2007 FY 2008
0100200300400500600700800
Domestic Complaints Domestic Complaints
Cross-border Complaints From Japanese Consumers
Cross-border Complaints From Non-Japanese consumers
Total
source: EC Networksource: EC Network
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Outline of Consumer Complaints breakdown by state of trading partners
USA, 57Thailand, 2
Germany, 2
Australia, 4
Austria, 2Italy, 2
France, 2
Phillipins, 2
Republic ofKorea, 5
Canada, 3
China &HongKong, 8
UK, 15
Unknown, 13
Others, 6
source: EC Networksource: EC Network
FY2008
7
Trustmark
(Chinese Taipei)
(USA)
(Singapore)
(Japan)
(Japan) (Europe)
(Mexico)
(Vietnam)
(USA)
(Singapore)
(Korea)
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ATA and Euro-Label
ASIA-PACIFIC TRUSTMARK ALLIANCE
JapanKoreaSingaporeChinese TaipeiVietnamUSAMexicoPhilippines
Euro-Label to join ATA for global trustmark alliance
Spain FranceItaly
Germany Austria
EuropeMalta Poland
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ADR:Promotion of ICA-NetICA-Net: International Consumers Advisory Network
An international complaint-handling network for
cross-border online shopping.
The concept scheme proposed at 2007 GBDe Summit in Tokyo.
Meetings with various stakeholders in 2008• Governments (USA, Japan, Chinese Taipei, Malaysia, Vietnam, Sing
apore, Thailand)• International Organizations (APEC, OECD, CI)• Consumers organizations (CI, NCCC)• ADR providers (USA, Japan, Chinese Taipei, Singapore, Korea)
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econsumer.gov
State BConsumer Advisory
Liaison Office (CALO)
Law Enforcement Entities( Consumer protection
authority, Police)
State ACALO
State CCALO
State B ADR provider
Business associationConsumer group
Trustmark provider
Platform only forCase management
2 Request forresponse
4Request forresponse
7Register the progress
6report
Loose Network
report
State BBusiness
Transmit the claim/ADR
law enforcement/Administrative directive
state AConsumer
consult/ file a complaint
Government B
assign
Register the case
report
1 Provide information
3SupportFiling complaints
ICA-Net
5Request forResponse/information
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ICA-Net in 2009
Kick-off Meeting• Dec. 19th, 2008 in Tokyo• USA, Japan, Singapore, Malaysia, Chinese Taipei, Vietnam, Thailand
Trial start in January 2009• USA, Japan, Singapore, Malaysia, Chinese Taipei
Follow-up Meeting• Feb. 27, 2009 in Singapore Singapore, Malaysia, Chinese Taipei, Vietnam, Thailand, Japan, China
Participants increase (Philippines, Vietnam, Thailand, China)
Contribution to cross-border disputes
Talks with ECC-Net in Europe (Oct, Nov, 2009)
ICA-Net
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CasesCross-border complaints handled by ICA-Net
Case 1: Misuse of BBB Trustmark・ A Japanese consumer received fake Australian boots. The site displayed Trustmarks of BBB and TRUSTe without permission.
Case 2: Domain Registration・ Thai consumer filed this complaint over Australian domain name registrar to CI in Kuala Lumpur (KL).
Case 3: Negative Option Marketing・ A Japanese consumer had trouble with a Japanese subsidiary of BBB member company in US. EC Network bridged this complaint to HQ, and received their response.
Case 4: Fake Escrow Company・ A Japanese seller on eBay fell victim of a fraud.・ EC Network requested for eBay an investigation, the disputed site was shut down after eBay alerted the Registrar/ISP
Case 5: Not delivered after payment ・ CI in KL received a complaint from a consumer in Chinese Taipei who purchased goods from a motorcycle dealer in the UK. The consumer lost contact with the business. SOSA (Chinese Taipei) will support the consumer and contact the UK ECC.
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ICA-Net and ECC-Net
ECC-Net(European Consumers Center Network)
• 29 member states • 62,000 cases (2008)
ICA-Net & ECC-NetTalks for future collaboration
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Challenge and future direction
• Expansion of network From trial phase to implementation Cooperation among member states
• More public recognition
• Governmental support required Model case: ECC-Net in Europe
• Discussion with government (ERIA)
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Case:Misuse of BBB Trustmark
Residence of consumer: JapanBusiness location: China CALO involved: EC Network (Japan)
• A Japanese consumer ordered boots, paid through Paypal but received counterfeits from China. So he filed a complaint to EC Network.
• EC Network found the business was displaying BBB and TRUSTe marks and informed BBB of this matter. Since the use of the BBB trustmark was unauthorized, BBB’s legal department sent this business an alert mail demanding that it remove the BBB mark immediately. All Trustmarks including BBB and Truste were removed from the site the next day.