Consumers are central to our economy: their choices about what they spend on goods and services drives innovation and competition. If competition is to work for consumers, then they must feel confident in their rights, and must be able to seek redress easily when things go wrong. There is more that can be done to give consumers access to high quality dispute resolution services and to avoid costly court hearings. And as markets become increasingly national (or global) rather than local, it is clear that our current model of enforcement also needs review.
This Green Paper sets out three principles for responding to the challenges and opportunities of modern consumer markets:
- competition should be central to our approach and the government should always look to remove barriers to competition where they arise
- consumers should benefit from new technology and new business models, with competition and regulation working together in the consumer interest
- consumers should be able to get redress when things go wrong and consumer rights are effectively enforced
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