Whether establishing an online business or simply surfing the net for that hard-to-get item, the experience should be safe, satisfying and meet legal requirements.

Remember that online customers are entitled to the same levels of legal protection as other existing forms of business.

Factors such as address details, contract terms, clear language, refund policies, payment security and customer privacy are all basic good-business principles

In 1998, the former National Advisory Council on Consumer Affairs (NACCA) investigated e-commerce on the Internet and developed principles to guide consumer protection in electronic commerce. For businesses, they translate as:

1. Your customers are entitled to at least the same level of legal protection as applies to existing forms of business.
2. You should clearly display the identity and location of your business on your Internet site. This includes your registered Business Name, your Australian Company Number (ACN), your street address and phone/fax numbers.
3. You should provide clear and comprehensive information before and after any purchase of goods and/or services.
4. You must state contract terms in clear, simple language. Remember, consumers have a right to a refund under certain circumstances so you will need to have a clear refund or exchange policy.
5. You should ensure that you receive clear consent or approval from customers before charging them for a service or product.
6. You should display clear information about the types of payments which will be accepted by yourself or the payment provider (eg. credit card company). This includes details about secure payments or encrypted information. If a system is unsecured it should be stated clearly along with the possible consequences of unsecured data.
7. You should deal with all customer complaints and inquiries fairly and effectively.
8. You should provide information to customers about affordable and effective dispute resolution arrangements, where they are available.
9. You must respect the right of all consumers to privacy. This applies whether they buy from you or just browse.
   
   

Further reading:
Consumer Affairs division of the Commonwealth Department of Treasury - e-commerce best practice models and tools for business

E-commerce Further information can be obtained from the fact sheet Tips for business and Top 10 tips for shopping online.