Consumer confidence in disclosing confidential information through the internet is seemingly unaffected despite recurring incidence of scams.
A Consumer Council survey has indicated that a significant 41.6% of the respondents, or four out of every 10 broadband internet users, have sent confidential information online such as credit card data (for e-commerce) and personal details (for membership registration).
Indeed, 16.4% of them professed to sending such sensitive information "from time to time or regularly".
The Council is, however, concerned that a large number of the respondents (33.3%) do not seem to be particularly conscious about the need for security in sending confidential information online.
Consumers are strongly advised to choose websites of reliability paying special attention to their privacy policy, security policy, disclaimer, return policy, and contact information. Other sensible precautions to take include:
- Make sure that all confidential or sensitive information such as personal or financial details is encrypted. Check the digital certificate by clicking on the padlock icon that appears at the bottom of the browser.
- After completing the transaction, remember to print or keep the copy of transaction record or confirmation notice. Also check the credit card statement regularly to see if the balance is correct.
- In addition, protect the computer from virus/hackers by installing anti-virus software or firewall. Never make online transaction through public computers.
The survey on broadband internet service, amidst fierce competition for customers, was conducted by the Consumer Council with over 3,000 users interviewed in each of the two telephone surveys in May and August this year to gauge customer satisfaction level. Other highlights in the survey include:
- Browsing websites and emails/online chatting were the most popular online activities. Over 80% of the respondents conducted such online activities. Furthermore, 36.4% and 24.2% of the respondents played online games and used internet banking/financial services.
- 22.9% of the respondents used the service provider hotlines for technical support service in the 3 months prior to the survey. For those who could get through the hotlines, nearly 70% found the service useful, but a high 38.9% found it difficult to access the hotlines.
- The average monthly fee paid by the respondents was $167.5. In general, the higher the fee paid, the higher the overall satisfaction rate.
- The satisfaction rates of the respondents towards four broadband internet service providers were compared in respect of the speed of browsing websites, upload speed, email services, telephone technical support and overall satisfaction, for the reference of consumers.
- The four broadband internet service providers varied considerably in the user recommendation rate with the top performer achieving 65% of users recommending the use of its service to only 32% at the bottom of the scale.
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