Web Trader Schemes

The TrustUK e-hallmark

Webtraders displaying the TrustUK Hallmark comply with a code of practice approved by TrustUK. There are currently two Codes of Practice that have been approved by Trust UK:

• Direct Marketing Association (DMA).
• Association of British Travel Agents (ABTA).

If customers of TrustUK members have a problem they have been unable to resolve directly with the webtrader, they can turn to the code owner (e.g. ABTA, DMA, Which?). The code owner should work to ensure the problem is sorted out quickly and fairly.

If the consumer believes they have not been treated fairly by the webtrader or the code owner, then TrustUK has an independent appeal's mechanism that would look into the matter and determine whether the code owner and the webtrader have followed correct procedures.

Visit TrustUK at www.trustuk.org.uk.

The DMA Code of Practice for Electronic Commerce

As a condition of membership, members must also comply with the main Association Code of Practice that covers all direct marketing communication, both off and on line.

Members' Internet websites must provide a "hot-link" to the Association's website to allow users to access information on the Code of Practice and on TrustUK approval.

The Code requires:

• Members' on line communications to be clear and unambiguous.
• Members must ensure that all contracts to which they are a party are clear, fair and balanced.
• Members must comply with the British Codes of Advertising and Sales Promotion in respect of all on line adverts.
• Members to provide specific contact details on their sites
• Members to give clear details of the goods or services offered including the price
• Members to give clear details of the payment mechanisms available and to state the security measures used and the level of protection provided by them.
• Members to give clear details regarding delivery, cancellation rights, their policy on returns, any guarantees or warranties
• Members to include clear details on the ordering process and they must provide easy access to the terms and conditions
• Members to provide information on complaint and redress procedures including membership of any ombudsman or regulatory scheme and the law that governs the contract and any disputes which may arise.
• Members to acknowledge orders on line immediately they are placed, with a date and time of order, a unique identifying reference number and the total and final price charged.
• Members to only debit the credit card once product or service is available to be dispatched or provided and the order must be dispatched or provided within a few days of the payment being known to have cleared.
• Members to have in place an effective policy for protecting the privacy of all visitors to a website. The existence of such a policy must be made clear and a website must make available a click-through link to a statement of the privacy policy immediately prior to, or at the time that any personal information is collected.
• Members to have a privacy policy that complies with the Data Protection Act 1998
• Members to ensure that a security policy for their systems has been developed and reviewed and that its provisions are implemented and tested appropriately. They must identify an individual who is responsible for the security of the company's systems.
• Members to have in place a complaints handling system that is fair, effective, confidential, easy to use and speedy. The Code contains specific requirements for such a system.

Find out more about the Code at www.dma.org.uk

ABTA code of conduct

Members of ABTA are required to comply with the code that contains requirements in relation to:

• Standards of service
• Standards of brochures
• Advertising and promotions including a requirement to display the membership number
• Booking procedures including requirements relating to special requests Booking conditions including requirements relating to the provision of terms and conditions to consumers
• Passports, visas and health requirements
• Insurance facilities
• Travel documents
• Alterations to travel arrangements
• Privacy and data protection
• Overbooking
• Building works including requirements to provide information to customers
• Time limits for dealing with disputes. This includes a requirement that an acknowledgement be sent not later than 14 days from the date of receipt of correspondence (not later than 5 days in the case of an email), and a detailed reply, or a reply containing a detailed explanation for any delay, shall be sent not later than 28 days from the date of receipt of correspondence.
• Notification of trading names before use. This includes a requirement to notify ABTA of any website address or domain name on an accurately completed Website Information Form (a standard form used by ABTA).
• Payment of debts and time limits for refunds

The Code contains a specific section on on-line trade that requires:

• Adequate on-line system security to protect client information, payment details and unauthorised access to the Member's system that is kept up-to-date.
• Reasonable steps to be taken to authenticate parties to an on-line transaction in a secure manner.
• Any external on-line code accreditation logo adopted by ABTA, the ABTA logo and the Member's ABTA number be shown on any websites together with a summary of the details of the accreditation which may be achieved by a link to the accrediting body website where one exists.
• Members to make clear reference to ABTA membership on any website and provide a summary of protection and consumer services provided by ABTA which may be provided by a link to the ABTA website.
• Where Members provide links to sites of third parties who are not members of ABTA they ensure that clients are made aware of this fact before any such link is followed.
• Where Members provide Travel Arrangements through websites owned by third parties the Members are responsible for ensuring that all information provided on that website in respect of the Travel Arrangements complies with the provisions of the Code.

The Code also contains details of an Arbitration facility for unresolved complaints and penalties for Members who infringe the Code.

Find out more about ABTA on their website www.abta.com .

Trading Standards Division, 3rd Floor, Wallasey Town Hall, Brighton Street, Wallasey, Wirral CH44 8ED
Telephone: (0151) 691 8020    Fax: (0151) 691 8098
Internet World Wide Web http://www.tradingstandards.gov.uk/wirral/
Electronic Mail: tradingstandards@wirral.gov.uk