Copycat Websites (Government Services)
Debate between Chris Evans and Lord Vaizey of DidcotWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
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Mr Vaizey
I will turn to that point in a moment. I agree that some of these websites arguably work within the law. That causes a problem, so I shall explain how we plan to deal with that in a moment.
Citizens can now interact with the Government online by applying for passports, booking MOT tests for cars, obtaining replacement birth certificates and applying for driving licences. I am told that people can also apply online for a licence to be buried at sea. That is the least used Government service at the moment, but now that the application is digital, the attraction may increase. Many Government services are provided free of charge, but some, such as applying for a passport, involve a fee. The process is generally straightforward: follow the instructions and pay the charge—job done.
To find the websites on which to access the services they need, the vast majority of people will have to use an internet search engine, and that is where we come across the first difficulty. Most people inadvertently end up on misleading websites through the sponsored adverts section on search engines such as Google or Bing. The content on the Government’s site, gov.uk, is optimised to ensure that, as far as possible, it tops the rankings in search engine results but, unfortunately, the sponsored adverts section sits above the organic search results, so people who are unfamiliar with the layout of a search engine page often click on to the misleading website by mistake.
The Government have worked with the search engine providers to understand the terms and conditions they have adopted to guide the use of their sponsored ad slots. Although problem adverts are not necessarily illegal, they often break the search engine provider’s terms and conditions, but sometimes they are not actively removed unless complaints are received. We sat down with the Government Digital Service, Google and Bing to agree a mechanism for flagging adverts and websites in breach of search engines’ policies so that they can be taken down. The arrangements are operating effectively. Departments are working with search engine providers when such sites are identified so that the adverts can be removed. Search engine providers have introduced forms so that users can report problem websites, and we will continue to notify them of sites that are brought to our attention.
When we have discovered, or members of the public have highlighted, the misuse of Government logos, we have ensured that they are removed from offending sites. Such sites have included those for renewing driving licences. When necessary, we have used specialist lawyers. I am pleased that there has been a significant drop in the number of reports about websites misusing our logos and thus misleading users.
Some Government services are hit harder than others. Services that tend to involve one-off transactions are the ones to which such third-party websites offer access, such as for passport and driving licence applications, and for booking driving tests. Infrequency of use creates a problem because the users of services provided by Departments and their agencies may not be familiar with the look and feel of those sites, and the wide demographic base of users limits the impact of broad-based communication and education. That does not make the problem insurmountable, and nor does it mean that education about the best way to access Government services should not be part of our approach to tackle the problem, but we must do that creatively.
A further complication, which goes back to a point made by the hon. Member for Banff and Buchan, is the difficulty of categorising all activities of the websites that we have been talking about as bad or misleading. In 2012, the Office of Fair Trading looked into online commercial practices relating to Government services and concluded that it was not appropriate to take formal enforcement action. Its investigation did not reveal widespread attempts by non-Government websites to misrepresent their affiliation with the Government. Moreover, the OFT took the view that the overall depiction of the sites investigated, including their branding, colouring and images, did not create the misleading impression that they were official Government websites. Many of the sites carried statements explaining the nature of the service provided and disclaiming any official status or affiliation with the Government, and the OFT considered that those statements were sufficiently unambiguous and prominently displayed.
The OFT’s findings and the means by which such sites promote their offerings both bring us back to education. How do we help the users of our services to spot when they are on a Government website or that of a third party? How do we ensure that citizens and businesses can enjoy the benefits and additional value that competition through third-party provision of access to Government services can bring without fear of being exploited?
The number of complaints we receive about misleading websites still represents a small fraction of the total number of service users. Ensuring that the look and feel of Government services become more consistent, as well as providing access to such services through one site, will help our efforts to get users to the right place.
Chris Evans
The Minister says that the number of complaints made about copycat websites is quite low. Before raising the matter at last Wednesday’s Prime Minister’s questions, I did some research into scams, and particularly scam mail. Only one in five crimes are being reported because of embarrassment or shame, or because people do not even know that they have been ripped off. Is there any evidence of how many people are not reporting when they are scammed by copycat websites?
Mr Vaizey
I will try to give the hon. Gentleman some evidence before I conclude my speech; otherwise I will write to him. Although he raised the matter at Prime Minister’s questions, I am not aware of the difference between those who report misleading websites and people who choose not to report them, or of what that survey was based on.
We started an education campaign in July using social media to raise people’s awareness that when they want to use a Government website, they should start at gov.uk. To maintain momentum, there has been a focus on Twitter activity in subsequent themed weeks based on some of the main services that are being targeted by misleading websites. We have also worked with external organisations such as Which? In July, it published a consumer piece, “How to spot a copycat website”, which is an excellent guide from a trusted source for the public. We have also worked with digital journalism, and “Government Computing” published an awareness-raising piece on the #StartAtGOVUK campaign. We will continue to work on innovative ways to raise awareness, and any thoughts and suggestions from hon. Members will be most welcome.
We have also been leading a cross-Government approach to address individual complaints. For the first time ever, we have set up a webpage via which consumers can report copycat sites. Full details of that one-stop shop can be found on the gov.uk website, and it represents a modern and dynamic response that is appropriate to the online era.
I shall talk briefly about enforcement. In March, my hon. Friend the Member for Cardiff Central (Jenny Willott), the then Minister, provided £120,000 in additional Government funding to the national trading standards e-crime team to support enforcement action against copycat websites. In late June, four search warrants were executed on properties, leading to the arrest of five people and the disruption of the operation of at least 25 copycat websites. A criminal investigation is ongoing.
Government agencies are individually proactive in this area. The Intellectual Property Office pursues, prosecutes and puts out of business the operators of websites offering copyright-infringing material that can be found through search results. I am pleased that the main search engine providers are fully engaged in supporting us in that.
Her Majesty’s Revenue and Customs has a robust system that includes the use of a third-party security firm to find and shut down rogue sites that are engaged in phishing activity. In 2012-13, it shut down 560 rogue sites, and it has continued to warn taxpayers to be on their guard against fraudulent phishing e-mails after almost 75,000 fake e-mails were reported to the taxman between April and September this year. Those e-mails promised a tax refund, which is obviously incredibly tempting, and asked for the recipient’s name, address, date of birth, and bank and credit card details, including passwords and their mother’s maiden name. HMRC has worked with law enforcement agencies to help to close down more than 4,000 websites that are responsible for sending out such e-mails. It has made it clear that it never contacts customers who are due a tax refund by e-mail, as a letter is always sent through the post.
People’s behaviour and their expectations of online services are constantly evolving. We do not want to stifle innovation, but nor do we want to impact on websites that honestly and legitimately provide value-added services now, or those that could emerge in the future. I fully recognise that there is still work to be done, and we wrote to all MPs and peers recently to outline what activity we are undertaking.
Opposition Members referred to amendments to the Consumer Rights Bill. I am not sure whether the relevant amendments were debated in the Lords yesterday, but the Government did not support them, as they seem effectively to impose a burden to regulate such websites, rather than outlawing them. However, we will obviously look at any suggestions that the hon. Member for Newcastle upon Tyne Central makes.
Oral Answers to Questions
Debate between Chris Evans and Lord Vaizey of Didcot(12 years, 10 months ago)
Commons ChamberRead Full debate Read Hansard Text Read Debate Ministerial Extracts
Chris Evans (Islwyn) (Lab/Co-op)
10. What assessment he has made of the potential effects on communities of the closure of local libraries.
The Parliamentary Under-Secretary of State for Culture, Olympics, Media and Sport (Mr Edward Vaizey)
It is very important that local authorities take into account the needs of their local communities when assessing their comprehensive library provision. That is why I have written to all local authorities to remind them of that.
Chris Evans
What message does the Minister have for Caerphilly borough council, which wants to close Aberbargoed library in the face of opposition from residents and local councillors who want to save that vital community resource?
Mr Vaizey
As the hon. Gentleman knows, the duty to superintend the library service is devolved to the Welsh Government. What I would say to Caerphilly borough council, which I believe is led by Plaid Cymru although there is no overall control, is that I am delighted it is investing in its library service and that it has opened or refurbished six of its libraries.
Oral Answers to Questions
Debate between Chris Evans and Lord Vaizey of Didcot(13 years, 11 months ago)
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Chris Evans (Islwyn) (Lab/Co-op)
7. What assessment he has made of the likely effects on library provision of the outcomes of the comprehensive spending review.
The Parliamentary Under-Secretary of State for Culture, Olympics, Media and Sport (Mr Edward Vaizey)
Local authorities have a statutory duty to provide a comprehensive and efficient library service. I shall be writing to all local authorities this week to remind them of that. We have put in place a plan through the future libraries programme to help local authorities take forward their library service.
Chris Evans
Libraries play an important role in adult literacy programmes. Will the Minister guarantee that those programmes will be kept in any future Government plans?
Mr Vaizey
As I said, the library service is a local authority service so it is up to local authority services to deliver it. I can also tell the hon. Gentleman with my BIS hat on that the excellent Minister for Further Education, Skills and Lifelong Learning has preserved a substantial amount of funding for adult literacy programmes.