{"id":34099,"date":"2023-03-29T10:16:46","date_gmt":"2023-03-29T09:16:46","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=34099"},"modified":"2023-03-29T10:16:46","modified_gmt":"2023-03-29T09:16:46","slug":"cma-clamps-down-on-online-uk-rip-offs-and-misleading-prices","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/03\/cma-clamps-down-on-online-uk-rip-offs-and-misleading-prices.html","title":{"rendered":"CMA Clamps Down on Online UK Rip-offs and Misleading Prices"},"content":{"rendered":"

The Competition and Markets Authority (CMA) has today set out its “red lines<\/em>” for businesses (including broadband and mobile providers) that make use of “price reduction<\/em>” and “urgency claims<\/em>” when selling their products and services to UK consumers. People are also being encouraged to report online rip-offs via a new form.<\/p>\n

The goal of this new ‘Online Rip-off Tip-off<\/strong><\/a>‘ campaign is to help consumers to “spot and avoid misleading online sales tactics<\/em>“, and to report businesses which engage in misleading tactics. These include: pressure selling, hidden charges, subscription traps and fake reviews. These tactics are often “designed to mislead and push people to part with their cash online<\/em>.”<\/p>\n

The CMA clarifies that such claims do have a legitimate place “when they alert consumers to genuine special offers or provide helpful information about current selling conditions<\/em>“, but too often they can also be used to mislead or put unfair pressure on consumers in the UK. “Such claims may be illegal under the CPRs, harm consumers by distorting their behaviour, and put fair-dealing businesses at a disadvantage<\/em>,” said the CMA.<\/p>\n

In terms of broadband ISPs and mobile operators, the issues around “urgency claims<\/em>” (e.g. “only X products left at this price”) aren’t really relevant as that’s simply not something the industry generally uses or needs. But the CMA’s issues with “price reduction<\/em>” claims are much more relevant, as we see a lot of questionable promotions cropping up.<\/p>\n

For example, a comparison price may be considered misleading by the CMA when they no longer reflect the usual price (i.e. the time that the product was sold at the higher price is short compared to the time at the promotional price) or very few packages were actually sold at that price. Prices that flip-flop too often or offers where the product has been sold at lower prices since the comparison price was charged may also be viewed as misleading.<\/p>\n

CMA’s Red Lines<\/strong><\/span><\/p>\n

In particular, it is our view that businesses are likely to distort consumer behaviour and infringe the CPRs if their urgency claims or price reduction claims:<\/em><\/p>\n

\u2022 Contain information that is untrue or that is deceptive even if the words used are literally true (misleading actions \u2013 regulation 5);<\/p>\n

\u2022 Fail to state clearly any important information the consumer needs at that time to decide whether they wish to proceed (misleading omissions \u2013 regulation 6);<\/p>\n

\u2022 Put unfair pressure on consumers to complete transactions (aggressive practices \u2013 regulation 7);<\/p>\n

\u2022 Falsely state that a product will only be available for a very limited time, or that it will only be available on particular terms for a very limited time, in order to elicit an immediate decision and deprive consumers of sufficient opportunity or time to make an informed choice (a practice banned in paragraph 7 of Schedule 1 to the CPRs); and\/or<\/p>\n

\u2022 Are structured in such a way that is likely to unfairly impair the consumer\u2019s ability to take informed decisions (contravening professional diligence \u2013 regulation 3).<\/p><\/blockquote>\n

The CMA has outlined all of this, including plenty of practical examples, as part of their Open Letter<\/strong><\/a> to UK businesses today (consumers should also read this as it’s very informative). We’d strongly urge broadband and mobile providers to give that a read too, lest they find themselves in hot water further down the line. “The CMA is actively monitoring this area, and therefore we urge you to review your practices urgently to ensure they are compliant<\/em>,” said the competition regulator.<\/p>\n

George Lusty, CMA’s Senior Director for Consumer Protection, said:<\/strong><\/p>\n

“Now more than ever, every penny counts and the CMA is concerned that some businesses are using underhand tactics designed to part shoppers from their cash.\u202f This poll is just the tip of the iceberg as we believe the true number of victims of these rip-offs is much higher as they are often extremely difficult to spot.<\/p>\n

That\u2019s why businesses using urgency and price reduction claims need to consult the CMA\u2019s new advice. It outlines what businesses need to do when designing their online shopping experiences to be sure they comply with the law.”<\/p><\/blockquote>\n

We should stress that the CMA’s advice and campaign is being targeted at businesses across the UK, although we do perceive some of it as having direct relevance to consumer telecoms too, and hence why we’ve reported on it today. But if you don’t fancy reading through the full Open Letter, then you can always just skip to a summary of the examples,<\/a> as this is highly informative.<\/p>\n","protected":false},"excerpt":{"rendered":"

The Competition and Markets Authority (CMA) has today set out its “red lines” for businesses (including broadband and mobile providers) that make use of “price reduction” and “urgency claims” when selling their products and services to UK consumers. 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