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Silence Is Consent Opting out in the Digital Age RESEARCH REPORT

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Silence Is Consent Opting out in the Digital Age RESEARCH REPORT Silence is consent Opting out in the Digital Age RESEARCH REPORT Report produced by Option Consommateurs and submitted to Innovation, Science and Economic Development Canada’s Office of Consumer Affairs June 2018 Silence is consent. Opting out in the digital age Option consommateurs received funding under Innovation, Science and Economic Development Canada’s Contributions Program for Non-Profit Consumer and Voluntary Organizations. The opinions expressed in this report are not necessarily those of Innovation, Science and Economic Development Canada or the Government of Canada. Reproduction of this report, in whole or in part, is permitted provided that the source is acknowledged. Reproduction or any reference to its content for advertising or commercial purposes, however, are strictly prohibited. Legal Deposit Bibliothèque nationale du Québec National Library of Canada ISBN 978-2-89716-057-9 Option consommateurs 50, Ste-Catherine Street West, Suite 440 Montréal, (Québec) H2X 3V4 Tel.: 514 598-7288 Fax: 514 598-8511 email: [email protected] Website : www.option-consommateurs.org Option consommateurs, 2018 2 Silence is consent. Opting out in the digital age Contents Option consommateurs .............................................................................................. 5 Acknowledgments ...................................................................................................... 6 Summary .................................................................................................................... 7 Introduction ............................................................................................................... 9 Methodology ............................................................................................................ 11 1. The context ....................................................................................................... 12 1.1 The origins of the negative option contract ................................................................ 12 1.2 The 80s and 90s............................................................................................................ 13 1.3 Model 2.0 or the Internet subscription economy ........................................................ 13 2. The legislative framework in Canada ................................................................. 15 2.1 Québec ......................................................................................................................... 15 2.2 Manitoba ...................................................................................................................... 17 2.3 Ontario ......................................................................................................................... 18 2.4 Alberta .......................................................................................................................... 20 2.5 British Columbia, Newfoundland and Labrador........................................................... 20 2.6 Saskatchewan, Nova Scotia, New Brunswick and Prince Edward Island ..................... 21 2.7 Federal laws ................................................................................................................. 22 2.8 In summary .................................................................................................................. 22 3. Study of the foreign legislation .......................................................................... 23 3.1 The European Union .................................................................................................... 23 3.1.1 The European Directives .......................................................................................... 24 3.1.2 An attempt at legislation in the UK ......................................................................... 29 3.1.3 In summary .............................................................................................................. 31 3.2 United States ................................................................................................................ 32 3.2.1 Federal legislation .................................................................................................... 32 3.2.2 State legislation ....................................................................................................... 35 3.2.3 Pending California legislation .................................................................................. 36 3.2.4 In summary .............................................................................................................. 37 4. Contract analysis ............................................................................................... 38 4.1 Characteristics of the company: type of contract, service and product offerings and discounts ................................................................................................................................... 39 4.2 Billing: frequency, price and payment methods .......................................................... 39 4.3 Access to contracts: availability, language and length ................................................ 41 4.4 Cancellation clauses ..................................................................................................... 43 4.5 In summary .................................................................................................................. 46 5. Consultation with consumers ............................................................................ 48 5.1 Profile of respondents.................................................................................................. 48 5.2 Types of contracts and payment methods .................................................................. 49 5.3 Consumer perception regarding payments ................................................................. 51 5.4 Consumer perception of the free trial period or discount .......................................... 53 5.5 Reading the contracts/terms of use ............................................................................ 54 Option consommateurs, 2018 3 Silence is consent. Opting out in the digital age 5.6 Cancellation.................................................................................................................. 57 5.7 Subscription incentives, billing notification and preferred payment methods ........... 60 5.8 Perception of contracts with automatic subscription following a free trial or discount 62 5.9 Legal considerations..................................................................................................... 65 5.10 In summary .................................................................................................................. 65 Conclusions and recommendations ........................................................................... 67 Option consommateurs, 2018 4 Silence is consent. Opting out in the digital age Option consommateurs MISSION Option consommateurs is a non-profit organization whose mission is to promote and defend the rights and interests of consumers and ensure that they are respected. HISTORY Option consommateurs has been in existence since 1983, when it arose from the Associations coopératives d’économie familiale movement, more specifically, the Montreal ACEF. In 1999, it joined forces with the Association des consommateurs du Québec (ACQ), which had already pursued a similar mission for over 50 years. PRINCIPAL ACTIVITIES Option consommateurs helps consumers experiencing difficulties, by offering them budget consultation and information sessions on budgeting, debt, consumer law and the protection of privacy. Each year we produce research reports on important consumer issues. We also work with policy makers and the media to denounce unacceptable situations. When necessary, we institute class action suits against merchants. MEMBERSHIP In its quest to bring about change, Option consommateurs is active on many fronts: conducting research, organizing class action suits, and applying pressure on companies and government authorities. You can help us do more for you by becoming a member of Option consommateurs www.option-consommateurs.org Option consommateurs, 2018 5 Silence is consent. Opting out in the digital age Acknowledgments This research was conducted and the report drafted by lawyer Josiane Fréchette, under the supervision of Maryse Guénette, Director, Research and Representation at Option consommateurs. The author wishes to thank all the staff, interns and volunteers at Option consommateurs who, in one way or another, collaborated in this research. Particular thanks go to Yassin Alaoui, a law student at McGill University, and to Bénédict Gauvin-Morin and Tess Scott Giasson, law students at Université de Montréal. Finally, the author wishes to thank Bruno Marien, a sociologist and lecturer in the Political Science Department at Université du Québec à Montréal for his methodological support during the production of this report and Jean-Pierre Beaud, a professor in the political science and law faculty at UQÀM, who performed the assessment. Option consommateurs, 2018 6 Silence is consent. Opting out in the digital age Summary Good Food, FabFitFun, Netflix, Spotify ... Increasingly, online companies are changing their business model: they no longer sell products directly, they sell subscriptions to a service that supplies products or provides access to a virtual library. These companies
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