Question

To ask the Secretary of State for Business, Innovation and Skills, what steps he is taking to raise consumers' awareness of their rights following poor service from fact-checking websites for Government-provided services such as the EHIC card.

As the focal point of delivery of all government-funded consumer advice and information, the Citizens Advice Service is a one stop shop where consumers can find advice about their rights from a team of consumer advice experts but if they feel they have had poor service from a fact checking websites.

Citizens Advice and Citizens Advice Scotland can advise on consumers’ rights under the Consumer Protection from unfair Trading Regulations (CPRs). These regulations set out broad rules outlining when commercial practices are unfair. These fall into three main categories:

• Misleading practices, like false or deceptive information or descriptions, or being misleading by leaving out important information.
• Aggressive sales techniques that use harassment, coercion or undue influence.
• Conduct below a level which may reasonable be expected towards consumers (honest market practice/good faith).

Consumers can contact Citizens Advice consumer helpline on 03454 04 05 06 or use the website: www.adviceguide.org.uk.

In addition, anyone wishing to report a copycat website can find information on GOV.UK - Avoid and report Internet Scams and Phishing, which provides information for common services affected including tax and passports.

As the member for Colne Valley was advised by my right honourable Friend the Minister for the Cabinet Office on 26th February, the Government is working with search engine providers and others such as the Advertising Standards Authority (ASA) and National Trading Standards Board (NTSB) to address the problems that can arise from misleading / copycat websites in relation to official government online services.

The Advertising Standards Associations (ASA) has responsibility for ensuring compliance with the British Code of Advertising, Sales Promotion and Direct Marketing. Complaints about misleading advertisements can be made through ASA’s website at: www.asa.org.uk.

However, the best place to access official government services remains GOV.UK, the single website for government. Action is taken against websites that pass themselves off as Government sites, or claim to be acting on behalf of the Government when they are not. Last year four search warrants were executed on properties in England. The operation led to the arrest of five individuals and disrupted the operation of at least 25 copycat websites.