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To protect against misleading contract offers and deceptive websites in online commerce, consumer protection agencies are calling for increased measures. Consumers are particularly vulnerable in the digital space, said the chairwoman of the Federation of German Consumer Organizations, Ramona Pop, to the German Press Agency. Companies use technical tools to specifically analyze customers and exploit weaknesses.
More than 92,000, and thus one-third of all complaints, were registered by consumer protection agencies in the digital sector last year. This is an increase of 18 percent compared to the previous year. Consumer protection agencies see a growing problem in unsolicited contracts for landlines, internet, or mobile phones. Fake sales platforms, where paid products are never delivered, especially cause trouble for consumers.
“Many consumer rights still originate from the analog era and urgently need to be modernized," emphasized Pop. Companies should be obliged to ensure "digital fairness" in the design and default settings of their digital offerings. Another point criticized by consumer advocates is the misleading design of some websites. For example, button colors and font sizes are designed to entice users to accept all cookies, or important information is only displayed after several clicks.
The regulation of the use of Artificial Intelligence (AI) must also be made consumer-friendly. Germany should take advantage of the leeway in implementing European regulations and establish a central coordinating authority that consumers can turn to with complaints.