… the lack of consumer trust, the [consumers’] inability to judge the quality of the product during on-line shopping, payment fraud, privacy, identity theft, and access to complaints systems.
The report concluded that a key challenge for many ASEAN countries is to increase internet penetration to levels that will make e-commerce a viable venue for business.
A theme in many of these reports is that business-to-consumer (or even consumer-to-consumer) e-commerce will continue to be constrained, and its social and economic potential will be unrealised, unless an environment of trustworthiness can be established. Trustworthiness can, in part, be attained by establishing a harmonised framework for cross-bordercomplaints and dispute resolution, which in turn can encourage better customer service and improved online sales.6