CONSUMER PROTECTION IN E-COMMERCE TRANSACTIONS IN ZAMBIA

Authors: Chilufya Peter Sampa & Nyawa Msidi 

ABSTRACT

In the last fifteen years, e-commerce has gradually developed from what was previously viewed as a western phenomenon to a necessary global resource. It has made it possible for local and imported goods and services to be purchased online with ease. E-commerce is still in its infancy in Zambia, but it is a fast-growing market, in which consumer are susceptible to risks such as counterfeit, defective or unsafe products, misrepresentations as to the quality appearance and function of a product. This study analysed the extent to which the law on consumer protection protects Zambian consumers in e-commerce transactions. It identified the challenges faced by Zambian consumers in e-commerce transactions and it examined the law that protects consumers in e-commerce transactions in Zambia. The study established that Zambian consumers are protected during local online transactions through two pieces of legislation, namely, the Competition and Consumer Protection Act, and the Electronic Communications and Transactions Act, but the protection does not extend to cross border transactions. It proposes that consumer protection may be enhancement of the available legal and regulatory measure, and consumer awareness programs.

Keywords: Consumer Protection, e-commerce, law, Zambia.

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