Citation Edit

Federation of European Direct Marketing, FEDMA Code on E-Commerce & Interactive Marketing (June 9, 2000) (full-text).

Overview Edit

This Code addresses a breadth of transactional issues, including commercial offers, contractual information, financial security, data protection, the protection of children, monitoring and enforcement. Consumer redress provisions state that marketers should operate effective in-house complaint procedures, which should be confidential, free to use and easy to access and operate. Every effort should be made to satisfactorily resolve complaints within a specified time period, not to exceed 30 days.

If a complaint can not be satisfactorily resolved directly, the consumer should have redress to the national Direct Marketing Association (DMA) or the equivalent body. If the marketer adheres to a national e-commerce code of practice, it should inform the consumer of, and abide by, the complaints redress procedure in that code. The marketer should also inform the consumer of any alternative dispute resolution systems to which the consumer can refer a complaint, without prejudice to the right to seek redress through litigation.

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