Over 70% of Nigerians are afraid of shopping online – CPC

The Consumer Protection Council, CPC, has stated that "E-commerce is
the way of the future and a catalyst to economic growth" but regretted
that over 70 per cent of Nigerians are still skeptical of online
shopping which is worth $2.3 trillion globally.

The Director General of CPC, Mr. Babatunde Irukera, made this known
yesterday at the commemoration of the World Consumer Right Day 2018,
themed "Making the digital market places fairer".

He pointed out that the focus of this year's commemoration is on the
current experiences of consumers on the online market place.

"One important thing that has come out of this meeting is that for the
very first time, we as a regulator and then as a group with these key
companies in the space, have adopted certain principles. These
principles are what we recognise as important in the market place. It
is a very important starting point in providing what we look forward
to being a more structural and institutionalised regulatory regime for
E-commerce, that would certainly increase consumer satisfaction. And
diminish consumer aggravation.

"In view of the dramatic rise in E-Commerce in Nigeria, with global
online shopping reaching $2.29 trillion in 2017, but with 70 per cent
of Nigerian Consumers worried about the safety of their transactions,
the Consumer Protection Council and Senior Management of Online
Marketing Companies understand the nature and scope of complaints
generated in this space," the DG said.

Irukera stated that the Council and Online Marketing Companies adopted
certain fundamental guiding principles which are considered vital to
the protection of consumers in the industry and relevant to Business
Guidance and a Regulatory framework.

He listed them to include that: Online marketers recognise that a
dedicated customer service apparatus, which is an indispensable
corollary of e-commerce, is required to ensure engagement and a
complaint resolution process which is not burdensome to the customer;
and that Online market platforms recognise the importance of full
frank and complete disclosures of any terms, conditions, exceptions or
restrictions on products marketed on their platforms.

The principles also stated: "Online marketers also recognise the need
to promote consumer confidence and eliminate distrust. Advertisement
of products should be truthful, transparent and factual, including
current/future availability, specifications, merchantable conditions,
quality and relevant warranty information.

"Online market platforms recognise that timely delivery is a material
and vital term of the contract/ agreement between platforms and their
customers. As such, timely delivery including reasonable and fair
return windows, prompt and efficient refunds and respect for
cancellations in accordance with prevailing policy, are a matter of
contractual obligations.

"Online marketers recognise and respect the privacy of consumers and
the need to protect such privacy by securing and only disclosing
consumer data/personal information by operation of law or in
accordance with consumer preferences."