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Consumer Complaint FORM for online resolution mechanisms

Objective

The project proposes to establish a recommended reference model for multilingual complaints forms and a set of recommended operating guidelines within a legal package to be utilised by individual direct marketing companies using e-Commerce. Consumers have difficulties with complaints in a cross-border environment and lack confidence in online shopping. Companies have no best practice for complaints and they lack confidence in their legal environment for cross-border e-business. The main objective of this project is to support the creation of online consumer complaints resolution mechanisms by developing a standard but extensible form and business process, which has widespread industry and consumer support. The form and process must facilitate cross-language communication to support cross-border e-commerce and be capable of easy implementation in software. CCForm will raise business standards.

Objectives:
The main objective of this project is to support the creation of online Consumer Complaints Resolution Mechanisms (CCRM) by developing a standard but extensible form and business process (CCForm) which has widespread industry and consumer support. The form and process must facilitate cross-language communication to support cross-border e-commerce and be capable of easy implementation in software. CCForm will both raise the basic standard of complaints management and be extended by individual firms to provide sector solutions and competitive advantage.

Work description:
The major work in the project is to perfect the reference model for the complaint form.- Initial drafting of the complaint form and legal package will provide a strong base for the working groups to build consensus around.- The working groups will discuss in topic groups the critical issues, perfecting the form, business process and legal package to best meet those issues and build a consensus for a recommendation.- The perfected CCForm recommended by the working groups will be assembled into an implementation package, translated into all 11 European languages and disseminated. The topics proposed are European and National Law, Consumer Affairs, Standards for SMEs, Languages and Cultures, Interfaces to ADRs, and Extensibility & Integration. The participants will provide about 20 days each working in their own organisations, evaluating the applicability of the reference forms with particular regard to their topic but also from a general business perspective. Each panel will conduct 4 topic workshops to discuss their interim findings. There will be two major events, a mass kick-off workshop to organise the topics and panels, and a final mass workshop where each topic group will present its findings to the whole project. The perfected CCForm will be supported by user guides for business and. The consumer guide will offer motivation and help in registering a complaint. The business guide will contain both computing and business process recommendations and additional legal issues like copyright, consumers right and company obligations under European and National laws. The project will develop a detailed awareness and dissemination programme to ensure wide knowledge of the existence of the application form for consumer complaints. This will involve a major conference, extensive press relations, and dissemination through the participants and other organisations.

Milestones:
We expect to deliver a reference model consumer complaint form, coded in XML, with a set of user guides for consumers and industry. The user guides will enable companies to implement CCForm-based software-driven business processes with improved legal certainty in cross-border commerce situations. Consumers will be able to file complaints in their own language and effectively communicate with businesses anywhere in Europe. The process will gain wide acceptance because open discussion and a wide consensus between stakeholders have perfected it. CCForm will raise the standard of complaints management.
The two expected deliverables are available. Moreover, a first Use plan for a future exploitation of the CCform, under the model of a non-profit Association / Foundation has been prepared by the Consortium. Pilots to test and validate the projects have been found, and will start to implement the CCform complaint form in 2004 onwards.

Funding Scheme

THN - Thematic network contracts

Coordinator

FEDERATION OF EUROPEAN DIRECT MARKETING
Address
Avenue De Tervuren 439
1150 Bruxelles
Belgium

Participants (6)

E-CONSULT
Belgium
Address
Avenue Baron Fallon 21
5000 Namur
FACULTES UNIVERSITAIRES NOTRE-DAME DE LA PAIX
Belgium
Address
Rue De Bruxelles 61
5000 Namur
SELECTION DU READER'S DIGEST
France
Address
212 Boulevard St Germain
75007 Paris 07
THE DIRECT MARKETING ASSOCIATION (UK) LTD
United Kingdom
Address
Dma House 70 Margaret Street
W1W 8SS London
UNION LUXEMBOURGEOISE DES CONSOMMATEURS-NOUVELLE A.S.B.L.
Luxembourg
Address
55 Rue Des Bruyeres
1274 Howald
VRIJE UNIVERSITEIT BRUSSEL
Belgium
Address
Pleinlaan 2
1050 Brussel