ÖIAT Research

The Austrian Institute for Applied Telecommunications (ÖIAT) has been promoting the competent, safe and responsible use of digital media for more than 20 years. Together with our partners, we conduct research on current topics related to the digital world. On this page we provide an overview of past and current research projects.

Online Reviews - Information on Legal Issues Relating to Review Platforms

Coordination
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Funding
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Results
Contact

Österreichisches Institut für Angewandte Telekommunikation (ÖIAT)

research@oiat.at
+43-1-595 2112

2019/11 – 2020/06
Consumer Protection Online Shopping

More and more consumers are using review sites. They are increasingly basing their purchasing decisions on the reviews and recommendations of other consumers. At the same time, consumers are sharing their own experiences of products and services to help other consumers with their purchasing decisions. The project answers legal questions related to review platforms and provides consumers with practical tips on how to use review platforms.

In the age of Facebook likes and Instagram hearts, customer reviews have become one of the most important decision-making criteria for online shopping (next to price). They are an important indicator of the quality and trustworthiness of a product or service. Products and offers for which no reviews can be found on the Internet arouse suspicion because they could be a hidden Internet scam. Reviews from other users, on the other hand, are trusted because they reflect first-hand experience and convey authenticity.

However, there are several problems with using review websites. A review posted online is generally a public statement that is read, or at least can be read, by thousands and thousands of people. In cases where users are reviewing not only a product but also a person or their service, a review can violate a person's privacy. An insulting review, or an exaggerated and perhaps partly fictitious review, can therefore easily cross the line into unlawfulness and result in costly damage, leading to cease-and-desist letters from law firms and even legal action.

The project examines the current legal situation and looks at emerging legislation relating to rating platforms. At the same time, it provides practical tips for consumers, including answers to the following Questions:

  • How to recognise trustworthy review platforms?
  • What needs to be considered when reviewing or being reviewed?
  • Do negative reviews have to be removed on request?
  • What are the possible consequences of exaggerated reviews for the consumer? 

 

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