 About EC Network
A private, non-profit organization.
Major companies : 12
Non-profit organizations : 9
Small and medium-sized enterprises: 22
Individuals（lawyers, scholars, government officials, certified advisors for consumers etc.）76
Total 119
Yes. Since our establishment, The Ministry of Economy, Trade and Industry (METI) is providing funds for international-related activities of EC Network on a yearly basis.
EC Network is headed by the two founders who had also operated the ADR pilot project at Next Generation Electronic Commerce Promotion Council of Japan (ECOM).
Located in Kanda, Tokyo. (Next to Akihabara.)
About Complaints from Consumers
Yes. A consumer is required to fill in our complaint form, and EC Network will communicate with the consumer through emails. We may have request consumers to attach a photo or an image of the product that they ordered /purchased to be used as evidence.
It is no charge for consumers.
Advisors who have a consumer-related certification.
EC Network service know-how is based on the experience gained during the four year ADR pilot project at ECOM. We have many texts and manuals based on the results from the project which can be used as reference however on-the-job-training program has deemed to be the most effective way to learn about complaint handling.
50-60 complaints a month.
In most cases, EC Network is introduced to complainants by local consumer affairs bureaus, other business organizations, and sometimes by METI.
EC Network is planning to release statistical data on our website. Currently we send a monthly report to our major members.
Yes, sometimes. Normally we just recommend consumers to consult with professional lawyers, however, when we can determine it necessary for certain cases, we may take legal advice from lawyers by ourselves. And in technical cases, we can also request advice from outside experts in a lot of areas before answering to consumers.
If the merchant is a EC Network member and EC Network evaluates the complaint to be conducted through the ADR process then yes, we will provide the service.
About ADR Service
Yes.
Depending on the context of the complaint received via our complaint form, we may advise the consumer to take advantage of our ADR service. Our merchant members are obligated to participate in the ADR process as agreed to upon becoming a member.
If a company is one of our members, it can utilize our ADR service. However, it needs to gain the consent of its customer concerning resolving a dispute under the EC Network ADR process.
EC Network basically provides facilitative ADR. EC Network, as a neutral party, hears claims from both sides and promotes communication between them towards a settlement. If both sides requested, EC Network would provide a proposal for settlement. Our ADR service rationale is not only based on formal law but also the EC Guide, which is EC Network’s own code of conduct to encourage members in promoting good market practice.
No, it is just a proposal. Consumers are free to accept or reject it. However, our members are obliged to accept the proposal as long as there is not a particular reason for rejecting it.
EC Network’s qualified advisors.
About EC Guides
Our Guide for EC merchants emphasizes customer satisfaction before and after transaction. Based on the experience of ECOM pilot project, EC Network introduced its original code of conduct aimed at avoiding disputes.
One of the main features is the detailed rule on return policy or cancellations.
The current guide will be upgraded based on new information and findings from dealing with new cases and incorporating the opinions of merchants.
About Membership Service
1.Our members can contact EC Network and receive consultation regarding consumer complaints and how to handle them. Especially SMEs which do not normally operate full-time customer care services can feel free to contact us.
2.Our members are able to take advantage of our ADR service in case of dispute with their customers.
3.Our members will periodically receive the latest information such as how to respond customers, real-life dispute study cases, and recent policy changes regarding e-commerce etc.
The annual fee for general members (SMEs) is 10,000yen.
Members have access to our members-only website by inputting the ID number and a password. As of June, 2008, EC Network has posted the following four articles on the website:
“Learn from the Cases”,
“Lean from the cases – How to maintain customer satisfaction”
“Consumers now”,
“Business and its Legal Aspects”,
“Commentary of EC Guide” and
“Introductory guide for e-commerce-related laws.”
|
