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DigCompConsumers2016

Code: 3.2

Asserting one’s consumer rights in the digital marketplace

To know one’s rights and responsibilities as a digital consumer. To assert one’s rights after making a purchase and to know how to solve problems and disputes.

Descriptors

Knowledge

What you learn at this level

  • K

    Knowing that many basic digital consumer protection rules and rights are similar in all EU countries, but can be (very) different elsewhere

  • K

    Knowing about specific consumer rights that apply to online purchases only

  • K

    Knowing how to find help to solve disputes and post-purchase problems

  • K

    Being aware of one’s right to be forgotten

  • K

    Being aware of one’s right to cancel online purchases of most goods within 14 days of delivery and get reimbursed without justification

  • K

    Knowing the main exceptions to the right to cancel a purchase (food, tailor made products, unpacked CD, DVD and software, opened hygienic and health products, travel products like hotels and tickets)

  • K

    Recognising the importance of accepting terms and conditions related to digital purchases and transactions in digital marketplaces and platforms, and the consequences this may have

  • K

    Knowing that online out-of-court redress options (Online Dispute Resolution) exist if there are problems with an online transaction

  • K

    Knowing that different types of redress options exist

  • K

    Knowing that one can cancel online purchases not delivered within 30 days of purchase if timely delivery was essential, or if a reasonable additional delay is not respected

  • K

    Knowing that rights and responsibilities apply when buying online from a trader, and are not the same when buying from private citizens

  • K

    Realising that one can file a complaint with the authorities to solve a dispute with a trader

Skill

What you learn at this level

  • S

    Finding independent advice on digital consumer rights and redress

  • S

    Being able to file a form for cancelling an online purchase or write an e-mail to cancel a purchase

  • S

    Using different means to assert rights after an online purchase, be it online or offline

  • S

    Exercising consumer rights in practical situations

  • S

    Finding information and/or digital platforms for redress and consumer rights

  • S

    Checking deliveries of online purchases before signing for receipt

Attitude

What you learn at this level

  • A

    Being motivated to assert one’s consumer rights and filing a complaint if necessary

  • A

    Being confident in taking action with after-sales services if an online purchase is not as desired

Learning outcome types
K — What you need to know: theoretical understanding and factual information.
S — What you can do: practical and technical abilities.
A — How you approach things: values, dispositions and behaviours.