ALEXANDER WELCOMES NEW TOOL TO HELP BUSINESSES INPROVE ONLINE SERVICES TO HIGHLANDS
18-Sep-2012
The Office of Fair Trading (OFT) has today launched new online resources to help internet businesses comply with the law and provide a better service to residents living in remote areas of the UK. Local MP Danny Alexander, and long time campaigner on Highland delivery charges, has welcomed this latest step forward.
Around half a million people in the UK live in remote areas. A recent OFT report found that while the internet offers opportunities for residents in these areas to access a wider range of suppliers than they can locally, delivery terms and costs are making it difficult for them to gain the best value from the online marketplace.
Earlier this year, during its call for evidence on the challenges facing consumers living in remote communities, the OFT heard from people who were unhappy about delivery costs being presented late on in the buying process, who felt misled by sites that promised 'free UK delivery' but imposed shipping charges, or let down by suppliers refusing to deliver to remote locations.
In order to ensure online businesses are meeting their legal obligations to customers in these areas, the OFT has launched a number of new online resources. These advise online businesses that to be compliant with the law, they should:
- display delivery charges clearly and early on in the purchasing process
- make sure any additional charges imposed on delivery to remote locations are justified and displayed clearly and early on in the purchasing process
- check that when the term 'Free UK Delivery' is used, it is not misleading, for example if it doesn't include remote locations
- recognise it may take longer to deliver to remote locations and explain this clearly and early on in the purchasing process
- only refuse to deliver to remote locations if it is justified by objective criteria, for example additional costs incurred because of the distance
- allow customers to return faulty goods for free, and to return unwanted goods that fall within the statutory 7-day cooling off period for free unless customers have been notified in writing that charges would apply
Highland MP Danny Alexander:
"Many people living in the Highlands have experienced ludicrous delivery charges when shopping online.
"My fellow Highland Liberal Democrats and I have been campaigning on this issue for many years, and we have had a lot of success with individual retailers, the new tools for online businesses is very good news for Highland shoppers.
"This is an important step in the right direction for fairer delivery charges in the Highlands, I am glad to see that the OFT will be urging online businesses to use the tools to ensure consumers receive a good level of service that meets the requirements of the law."
ENDS
Notes for editors:
The updated resources, including a new video, are available on the OFT's Distance Selling hub which provides guidance for retailers and business support organisations on regulations that affect buying and selling goods and services via the internet, phone, mail order, email, interactive TV or text.
Download the OFT's report on price and choice in remote communities.
