Annexes to COM(2013)886 - Roadmap for completing the single market for parcel delivery - Build trust in delivery services and encourage online sales - Main contents
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| dossier | COM(2013)886 - Roadmap for completing the single market for parcel delivery - Build trust in delivery services and encourage online sales. |
|---|---|
| document | COM(2013)886  |
| date | December 16, 2013 |
Actors: || Objective I: Increase transparency, information || Objective II: Improve availability, quality, affordability of delivery solutions || Objective III: Improving complaint handling and redress mechanisms for consumers
Delivery operators, jointly with e-retailers || Ensure better access to information on delivery solutions for e-retailers at national and cross-border level (new/enhanced information tools; common standards) || Develop solutions for better interoperability (interconnected information systems; cross-border solutions for tracking and tracing, labelling and related processes calling for enhanced standardization; more effective return solutions; “last mile” delivery) || Enhance dispute resolution mechanisms and consumer protection systems
E-retailers || Ensure appropriate information to consumers on e-retailers' Web-sites || ||
Member States, regulatory authorities || Enhanced provision of information on parcel delivery services and parcel markets at national level MS: - build on ongoing ERGP work to define statistical framework for collection of relevant market data on domestic and cross-border parcel delivery from all postal service providers - set clear national quality of service standards for (cross-border) USO parcel delivery and ensure independent monitoring; NRAs: annually publish the results of the statistical data and of the measurement of the quality of service standards || || MS: - implement and encourage the application of the information requirements for distance and off-premises contracts arising from the Consumer Rights Directive even before the actual date of the entry into force of these provisions; - develop, in line with Art. 19 of the PSD and the ADR, (Alternative Dispute Resolution) mechanisms for all parcel delivery services
European Commission || - launch study addressing transparency on parcel markets and services; - publish 5th application report on the implementation of the PSD, addressing the parcel segment comprehensively; - ask the European Group of Regulators for Postal services (ERGP) to report on quality of service performance and statistical data for parcels and to conduct a review of cross border parcel delivery markets || give a mandate to European standardization bodies to develop voluntary standards for common address systems || - highlight delivery-related aspects in the context of guidance on the implementation of the CRD, published in 2014; -request the ERGP to analyse consumer complaints involved in cross border delivery; - give a mandate to European standardization bodies to develop voluntary standards for complaints measuring
- Monitor and supervise progress on a regular basis; - Organise dedicated meetings and workshops in order to bring together all relevant stakeholders, clarify the precise deliverables expected (including their timing), and take stock of progress achieved; - Focus the agenda of the annual Postal User Forum on the assessment of progress made; - Discuss issues relevant to Member States within the Committees set up under the Postal Services and E-commerce Directives; - Ensure that the 2014/2015 work programmes of the ERGP take due account of the tasks identified in this Roadmap; - Report on progress made within 18 months from the adoption of this Roadmap; - Identify additional measures (legislative or non-legislative) should the implementation and impact of this Roadmap stay below expectations.
[1] Eurostat [isoc_ec_ibuy]]- 2012.
[2] Eurostat [isoc_ec_eseln2] -2011, updated in December 2013.
[3] E-commerce communication, COM (2011) 942 final; Resolution (P7_TA(2010)0320) of 21/9/ 2010 on completing the internal market for e-commerce; Council of the EU, Conclusions on the Digital Single Market and Governance of the Single Market, 31/5/2012; ESC opinion INT 674 of 3/2013 on the Green Paper; Resolution ( P7_TA-PROV(2012)0468) of 11/12/2012 on completing the Digital Single Market (2012/2030(INI)).
[4] This initiative therefore does not cover the electronic "delivery" (e.g. electronic tickets, e-books).
[5] Consumer market study on the functioning of e-commerce and Internet marketing and selling techniques in the retail of goods, Study on behalf of the European Commission (EC), DG SANCO, 2011; European Cross-border E-commerce, Accenture for the European Retail Round Table, 1/2012.
[6] This Roadmap refers to parcels as any items (other than groceries) ordered on line and delivered to the consumer. A parcel is defined in the widest sense and includes all items weighing between 100g and 30 kg.
[7] The importance of the issue for outermost regions has been underlined in the Solbes Report and the June 2012 Commission Communication on outermost regions recalled the need to take into account the outermost regions dimension in all proposals linked to the Digital Single Market where relevant.
[8] [Link to Summary report Green Paper consultation].
[9] See, for example, the 2011 "Consumer market study on the functioning of e-commerce and internet marketing and selling techniques in the retail of goods" (on behalf of the EC, DG SANCO).
[10] Copenhagen Economics (CE), A study on the state of play of EU parcel markets with particular emphasis on e-commerce, 2013, study on behalf of the EC, p.19.
[11] In this Roadmap, the term "e-retailer" refers to any retailer who sells at least part of his offer online and hence requires delivery services for the fulfilment of such transactions.
[12] Customs are addressed in the context of the preparation of the implementing rules on the Modernized Customs Code, VAT in current revision of the VAT. None of these aspects are specifically addressed in this Roadmap as they fall outside its scope.
[13] Directive 97/67/EC, as amended by Directives 2002/39/EC and 2008/6/EC, OJ L 52, 27.2.2008, p.3
[14] Directive 2013/11/EU, Directive on consumer ADR, OJ L 165, 18.6.2013, p. 63; Regulation (EU) No 524/2013, Regulation on consumer ODR, OJ L 165, 18.6.2013, p. 51.
[15] See in this context also the joint Conclusions on Environment of the European Social Dialogue committee for postal services, 4/4 2013.
[16] White paper "Roadmap to a Single European Transport Area – Towards a competitive and resource efficient transport system".
[17] See the joint declarations of the European sectoral social partners (PostEurope and UNI Europa Post & Logistics) concerning the evolution of the postal sector in Europe and their on-going work on matching skills and jobs in the European postal sector, supported by the Commission; Communications "An Agenda for new skills and jobs. A European contribution towards full employment" (COM(2010)682 final) and "Towards a Job-Rich Recovery" (COM(2012)173 final).
[18] See FTI, Study on cross-border parcel delivery, 2011.
[19] Delivery operators that send parcels to another country remunerate the destination delivery operator for processing and delivering that item in cases where they do not run an integrated delivery network. This system of remuneration will be called terminal payments for the purpose of this document (e.g. terminal dues represent similar remuneration in case of letter mail; under the UPU system terminal payments for parcels are called inward land rates).
[20] WIK, The role of Regulators, 2011; Study on the main developments in the postal sector, 2013.
[21] eFreight initiative of the Commission; http://ec.europa.eu/transport/media/consultations/doc/2013-01-17-efreight/background.pdf, see also the recent initiative of IPC as mentioned above (section D).
[22] Interoperability problems, such as the existing multitude of addressing and labelling standards and the insufficient interoperability of information systems, increase delivery costs and thereby delivery prices paid by e-retailer.
[23] See notably the eFreight initiatives; http://ec.europa.eu/transport/media/consultations/doc/2013-01-17-efreight/background.pdf ; CE E–Commerce Study 2013.
[24] Special Eurobarometer 398, 2013 for 2012; 47% in 2010 (Cons Focus, 11/ 2010).
[25] This Roadmap does not include any specific actions concerning the product safety, which were already identified in the Communication from the Commission on 20 actions for safer and compliant products for Europe, 13.2.2013, COM(2013) 76 final.