01 June 1999

Self-regulation of the interactive shopping industry is demanded by lobbying body, the Interactive Media in Retail Group. The IMRG Mystery Shopper Report: Supporting Consumers Online claims that e-commerce shoppers are invariably failed when they lay complaints before various watchdogs. Bodies such as the Office of Fair Trading, the Metropolitan Police and the DMA were condemned for providing 'awful' to 'poor' service for internet consumers when things go wrong. This is damaging to the interactive retail industry as a whole, the group argues. Nor does the Government escape criticism, being indicted by the IMRG for indecision over plans for internet-related legislation, security, tax and consumer rights. The group demands the appointment of a regulator to provide guidelines and resolve disputes 'to the consumer's satisfaction wherever appropriate' by championing their argument.