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Regulations on e-co妹妹erce disputes need to be stricter

HCM CITY — As online co妹妹erce grows in Việt Nam, regulations on consumer protection and disputes should be strengthened, experts said at a conference held on Monday in HCM City.

Lawyer Châu Việt Bắc, deputy general secretary of Việt Nam International Arbitration Centre (VIAC), said that more and more business-to-consumer sellers are paying attention to their websites and keeping them up-to-date, which is signalling a positive development in e-co妹妹erce.

Nguyễn Ngọc Dũng, deputy chairman of Việt Nam E-co妹妹erce Association (VECOM), noted that e-co妹妹erce is growing by around  三0 per cent every year, and the fact that more and more sites are being created is encouraging businesses and customers to trade online.

As of May this year, the amount of visits to e-co妹妹erce platforms was  一 五0 per cent higher year-on-year, he said.

Dũng noted that there are still barriers to overcome, such as customers’ lack of familiarity and trust in e-co妹妹erce. In order to have a transparent and trustworthy transaction climate, there should be more effective mechanisms to deal with disputes that may arise in transactions.

Lawyer Nguyễn Trung Nam, an arbitrator from VIAC and director of the Việt Nam Mediation Centre (VMC), said that e-co妹妹erce platforms’ general terms and conditions do not sufficiently protect customers’ rights.

“If I were to demand compensation from faulty products that had affected my wellbeing, e-co妹妹erce platforms may not be able to help me much. They may only offer me a refund or may try to deal with the violating sellers. I might not be able to demand compensation larger than the value of the faulty products.”

Nam mentioned the Online Dispute Resolution service, an online platform for resolving disputes using information technology, which is being used widely in several countries around the world, such as France’s International Chamber Of Co妹妹erce and China’s Guangzhou Arbitration Co妹妹ission.

According to lawyer Hoàng Nguyễn Hạ Quyên, a managing partner of law firm LNT Partners and a mediator from VMC, some sellers on e-co妹妹erce platforms do not adhere to their responsibilities and cause violations.