Google phone – Photo by Brett Jordan on Unsplash
(BRUSSELS) – With a view to aligning its practices with EU law – mainly on lack of transparency and clear information to consumers – Google committed Thursday to introduce changes in several of its products and services.
Following a dialogue started in 2021 with the Consumer Protection Cooperation Network (CPC), coordinated by the European Commission and led by the Dutch Authority for Consumers and Markets and the Belgian Directorate-General for Economic Inspection, Google has agreed to address issues raised by the authorities and to introduce changes in Google Store, Google Play Store, Google Hotels and Google Flights to ensure compliance with EU consumer rules.
“EU consumers are entitled to clear, complete information so that they can make informed choices,” said Justice Commissioner Didier Reynders: “The commitments made by Google are a step forward in this direction. We call on Google to comply fully with the Geo-blocking Regulation, ensuring that consumers can enjoy the same rights and access the same content, wherever they are in the EU.”
Following the dialogue, Google has committed to limit its capacity to make unilateral changes related to orders when it comes to price or cancellations, and to create an email address whose use is reserved to consumer protection authorities, so that they can report and request the quick removal of illegal content.
Moreover, Google agreed to introduce a series of changes to its practices, such as:
Google Flights and Google Hotels:
- Make clear to consumers whether they contract directly with Google or whether it is simply acting as an intermediary;
- Clarify the price used as a reference when discounts are advertised on the platform, as well as the fact that reviews are not verified on Google Hotels;
- Accept the same transparency commitments as other big accommodation platforms as regards the way it presents information to consumers, for example, on prices or availability.
Google Play Store and Google Store:
- Provide clear pre-contractual information on delivery costs, right of withdrawal and availability of repair or replacement options. Furthermore, Google will facilitate also information on the company (e.g. legal name and address) and direct and effective contact points (e.g. a live telephone agent);
- Clarify how to browse different country versions of the Google Play Store and inform developers about their obligations under the Geo-blocking Regulation to make their apps accessible EU-wide, as well as enable consumers to use means of payment from any EU country.
