PECULIAR FEATURES OF CONSUMER PROTECTION IN THE REMOTE METHOD OF SELLING GOODS

Abstract

In recent years, both in the world and in Russia, high rates of growth in the volume of online commerce have been noted, which indicates a shift in consumer preferences towards a gradual increase in purchases in online stores and a certain reduction in the purchase of goods in traditional retail chains. The article analyzes the number and subject of citizens’ appeals, which shows that the work carried out in the Department of Rospotrebnadzor in the Leningrad region serves to identify the causes of violation of the rights and interests of citizens, to study public opinion, to improve the work of the organization. An increase in the number (from 18.72 to 38.46%) of complaints regarding violations of consumer rights to FDT was noted, while the number of inspections carried out at FDT was relatively small. The analysis of informing consumers and entrepreneurs according to the data taken from the official websites of the Departments of the subjects of Rospotrebnadzor in the Northwestern Federal District allows to conclude that information on the means to protect citizens, issues of clarifying legislation in the field of distance trading does not allow to sufficiently increase the level of consumer literacy. As part of the study, we conducted a questionnaire to assess the quality and demand for remote purchase of goods by the population, as well as to identify problems faced by citizens when receiving services. 42% of respondents noted that the purchased goods were of poor quality. 55.7% reported refund of the goods. Only 3.3% of respondents applied to Rospotrebnadzor for help in a conflict situation. 64.3% of respondents noted that there is “too much information difficult to understand”. These studies allowed us
to formulate recommendations for solving problems related to consumer protection in the FDT: to create a specialized Internet resource to improve digital literacy of consumers, to make a proposal to improve the State Information Resource on consumer Protection, the need for timely coverage of topical issues of consumer protection in the field of FDT on the official websites of the departments of Rospotrebnadzor.