The Electronic Retailing Association

Committee Bulletin: Self-Regulation Review 1Q19

Report from the Self-Regulation Committee

The ERA Europe's consumer seal of confidence guarantees the customer a high standard which is a USP for all ERA members.

2018: The focus was on establishing our Self-Regulation programme as an online dispute resolution platform

Our Self-Regulation programme provides our members and their customers with a dispute-resolving service in an attempt to moderate compromises and find solutions beyond a litigation process. The trademark and the Self-Regulation charter reflect these goals and have been updated in the light of this.

As in 2018, all new members in 2019 are applying to ERA Europe under the newly implemented Self-Regulation procedure. This is also true for existing members when renewing membership for 2019.

All complaints which were submitted to the Self-Regulation officer in 2018 have been resolved without further issues or disputes which underlines the efficiency of our dispute resolution mechanism. The following new tagline is intended to reflect the key elements of our programme:

New Tagline for the Self-Regulation programme

Providing a dispute resolution platform in the case of complaints of customers of ERA members.

2019: There is a need for transformation of the Self-Regulation Programme due to new business models and new members

With a new member structure, new organisational challenges and emerging business-models in e-commerce, ERA Europe will also have to review and amend its self-regulation programme. New members entering the European market for the first time have a particular interest in setting up EU compliant businesses. The vast majority of our ERA Europe members are also amending their business models with e-commerce webshops resulting in new regulatory conditions and a new set of compliance.

Our Self-Regulation programme should reflect these needs and may require a transformation of a rather online dispute platform approach to a compliance service for all ERA Europe members which is likely to be discussed and presented at the next meeting in Budapest during the ERA Europe conference in June 2019.


Sabine Christmann LL.M. (LSE)

ERA Europe's independent Self-Regulation Officer