Veracity and authenticity of consumer reviews under Directive (EU) 2019/2161
More and more consumers are relying on online reviews when choosing which product or service to purchase. However, there are increasing reports that reviews are being published by individuals who have not actually purchased the product/service, which is very damaging both to the review process and to consumers themselves.
More particularly, sectors made up of small businesses and micro-businesses, such as the restaurant and catering industry, are the ones finding it most difficult to manage reviews as they are subject to the influence of big online platforms both at the pre-contractual and contractual stage and in the management of the information published about their business.
With a view to improving consumer protection, Directive (EU) 2019/2161 establishes the importance of ensuring that consumer reviews are transparent. The Commission communication of 29 December 2021 takes the same line. However, it would appear that many Member States – with the exception of France – have transposed the instrument without specifying the means of guaranteeing the veracity and authenticity of consumer reviews.
In light of the above, can the Commission state what action it will take to ensure that platforms which publish consumer reviews adopt concrete and appropriate procedures to ascertain the identity of the consumers who contribute reviews and hence verify the veracity of what they report?
Submitted:24.4.2024
Question for written answer E-001221/2024
to the Commission
Rule 138
Paolo Borchia (ID)
