Irish online shoppers among top for complaints to watchdog

Irish online shoppers have submitted the third highest number of complaints to an EU watchdog.

Many of the complaints relate to online traders creating barriers and restrictions for consumers on issues of nationality and place of residence.

Consumers remain at risk of being charged more when shopping online and also face restrictions accessing services, the European Consumer Centre Network (ECCN) warns.

Focusing on the effect of EU consumer law and the problems encountered online, the report advised business practices such as geo-blocking are preventing consumers accessing certain services, especially when shopping online.

Geo-blocking is the restriction of content, goods or services based on the buyer’s geographical location.

The report highlights examples of complaints received from Irish consumers. They included a customer who placed an order for a dress with a UK-based online shop, priced at £95 (about €115) — the same dress was on the Irish version of the site at €155. After the customer placed the order using a UK address for delivery, she was told she would have to pay the higher price of €155 as she was using an Irish credit card.

Another person complained after being charged more for competing in a UK marathon as an “overseas participant” while car hire in France was refused to an Irish person as they were unable to provide a French driving licence. Another customer was refused delivery to Ireland from a UK-based online shop.

The ECCN said the cases are all examples of practices used by traders which are illegal under EU consumer protection rules. It called for stronger enforcement for traders who violate the rules.

Consumers should be protected from discrimination on the basis of nationality and place of residence under article 20.2 of the EU services directive.

However, the ECCN said the complaints received showed the directive had not prevented discrimination or reduced legal uncertainty for traders.

“Consumers too often face restrictions with no justification while the reasons invoked by traders are unconvincing and lack objective criteria,” said legal adviser to ECC Ireland, Anna Heryan .

Ireland, with 66 complaints, had the third highest number of complaints to the ECCN with Austria lodging 138 and Italy 68. Overall, complaints about discrimination based on location increased 140%, the report also found. A total of 222 complaints between 2010 and 2012 increased to 532 from 2013 to 2015. More than 82% related to online transactions.

Almost 68% of complaints related to location. The report found traders had discriminated by blocking access to websites, automatically re-routing customers to another website, refusing delivery or payment or by applying different prices or sales conditions.