Ref. Ares(2024)6672967 - 20/09/2024
Meeting with
, AWS
7 March 2023, 17:00 – 17:45
happening in national contexts or certain languages.
3) GPSR
Amazon might express its satisfaction with the adoption process of the
GPSR, and welcome the
longer implementation period. Connected to this, Amazon could inform about
its preparations for
the implementation of the DSA. The issues regarding product safety are of strong importance for
Amazon also in the context of the DSA.
4) Enforcement Package
•
Amazon contributed to the Call for Evidence on the revision of the legislation on ADR/ODR.
It is
fully supportive of consumers having access to simple, efficient, fast and low-cost
ADR services but only after they have extinguished the available internal dispute
resolution processes and appeal paths of the trader. Amazon also stressed the need for
safeguards protecting traders from being required to engage in ADR with consumers who (i)
have repeatedly violated the trader’s terms and conditions, (ii) are avoiding the trader’s internal
complaint handling processes, (iii) are bringing repeated, frivolous or vexatious claims, or (iv)
are attempting to escalate a dispute that is not appropriate for settlement, for example, because
it involves fraud. Safeguards covering these issues already exist in the ADR Directive. The
problem felt by Amazon may result from the ODR platform which is not filtering the demands
addressed directly by consumers to traders. This issue should be solved when the ODR
platform is discontinued. However, most complaints stop in complaints handling systems of
platforms without allowing consumers fair escalation or dispute procedures. We are thus
looking at how marketplaces could ensure that their dispute resolution systems adopt the ADR
Directive quality criteria (transparency, independence, fairness and effectiveness). This could
be demonstrated by a self-certification mechanism.
You might therefore express your
understanding with their view that consumers should use as much as possible the
complaint handling system of platforms and that the legitimacy of the consumer requests
should be examined.
• The plan is to update the Consumer Protection Cooperation (CPC) Reg. and the legislation on
Alternative Dispute Resolution and online dispute resolution (ADR/ODR), to render them
better fit to rapidly evolving digital markets.
The proposals could be ready by this summer. For the CPC system, the objective is to strengthen public enforcement by adding some new
procedures such as sector specific investigations. In clearly defined cases, the Commission
could have direct investigation and sanctioning powers.
•
Other issues you might want to raise:
Extension of the Product Safety Pledge
The extension of the Product Safety Pledge has been agreed at technical level by the current 11
signatories. A signing ceremony, regarding the commitments on product safety, is foreseen at the
European Consumer Summit on 28 March 2023.
Amazon has shown commitment in the two parts of the pledge extension, the additional
commitments regarding product safety, as well as the extension towards digital fairness for
consumers. This second part is not yet ready for signature, however.
Agreement was reached on measures to facilitate the exercise of certain EU consumer rights
(withdrawal/cancellation facilities; right to human interlocutor if marketplace uses AI chatbots in
consumer communication) and on measures to inform and/or train the sellers on EU consumer
protection law.
2
Meeting with
, AWS
7 March 2023, 17:00 – 17:45
No agreement could yet be reached regarding measures to make consumer reviews more
transparent and reliable, in which Amazon has a particular interest. The Commission is
committed to concluding an agreement on the digital fairness block as soon as possible.
Voluntary business pledge on cookies/online tracking tools
The Commission is working on a voluntary business pledge to nudge businesses to better empower
consumers to make effective choices regarding the advertising model they agree to be subjected to
and the related consequence in terms of privacy preferences and in particular consent to cookies.
During preliminary consultations, EU-level stakeholders, including Amazon, recognised the need
for action and expressed interest in working with the Commission towards a voluntary business
pledge.
This will also be discussed in the context of the upcoming Consumer Summit on the 28th of March,
where you could inform the public about the initiative and announce future steps that will follow,
namely a possible roundtable to discuss the principles for such a pledge or pledges.
3
Meeting with
, AWS
7 March 2023, 17:00 – 17:45
CV
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