Code of Practice
Summary of the ISIS Code of Practice
The ISIS Code is designed primarily to protect the public and to support retailers. It covers the nature and administration of e-commerce via the internet, interactive TV and other interactive devices, including, mobile devices, kiosks, touch screens, screen phones and in-flight services. As well as transactional services, it applies to information, promotion, entertainment and educational services when they relate or are linked to consumer e-retailing services.
Criteria
Compliance is assessed according to the e-commerce service’s likely impact when taken as a whole and in context.
The Code does not have the force of law. The general law operates alongside the Code; the Courts may also make rulings against matters covered by the Code. Laws that apply to other forms of shopping also apply to online shopping. Consumers shopping online from another country may have rights of redress based on their own local law.
The Code is primarily concerned with business-to-consumer e-commerce services and not with terms of business, products themselves, other contractual matters, or auctions.
The ISIS Management Team may decide that it is not qualified to judge e-commerce services in languages other than English.
ISIS will judge e-commerce services with an even hand, praising or critiquing in an industry forum. It is not the role of ISIS to be the final arbiter, other than on matters of interpretation of the Code.
The judgement of the ISIS Management Team on interpretation of the Code is final and binding.
Principles
All e-commerce services should be legal, decent, honest, truthful and fair.
All e-commerce services should be operated with a sense of responsibility to consumers and to society; they should be conducted equitably, promptly and efficiently; they should be seen to deal fairly and honourably with consumers and they should be easy to use. Merchants should avoid causing unnecessary disappointment.
All e-commerce services should respect the principles of fair competition generally accepted in business.
No merchant should bring e-commerce or ISIS into disrepute.
Any unreasonable delay in responding to the ISIS Management Team’s inquiries may be considered a breach of the Code.
ISIS will, on request, treat in confidence any private or confidential material supplied unless the Courts or officials acting within their statutory powers compel its disclosure.
The Code is applied in the spirit as well as in the letter.
Limitations
ISIS-Accreditation does not guarantee that an e-retailer's service will be problem-free. Auction services, gaming and gambling are outside the ISIS remit. Where cross-border issues arise, we will do our best to help within the ISIS network. ISIS may change its Code at any time in light of changing industry concerns or legislation.
Administration and Jurisdiction
ISIS is run by the industry body for e-retail, IMRG, which was established in 1990 and is based in London, England: www.imrg.org. Being UK-based, IMRG is governed by the law of England and Wales. ISIS-Accredited retailers are governed by the law of the territory in which they are based. Consumers shopping online from another country may have rights of redress based on the law of their own territory.
Complaints
If a consumer has a problem with an ISIS-Accredited retailer, they should always try to contact the company first, as provision of an easy-to-use customer service and issue resolution process is a requirement of their participation in the ISIS trust scheme.
If the consumer has not been able to reach a satisfactory outcome with the ISIS-Accredited retailer directly, they can raise the matter with ISIS by completing this enquiry
form and telling us:
• the retailer's name and website address;
• your name (and the customer's name, if different);
• the order reference number and date;
• a summary of the issue;
• your email address and phone number.