Division (e) Barriers to the use of ICT and the internetF1

for households without access to the internet at home, reason for not having such access:

• they have access to internet elsewhere;

• they do not need internet, for example because it is not useful or not interesting;

• the cost of the equipment is too high;

• the cost of access is too high (for example a telephone or DSL subscription);

• lack of skills;

• broadband internet is not available in the area;

• other reason or reasons;

for individuals who have used the internet for internet commerce (buying or ordering goods or services) in the last 12 months, problems encountered with internet commerce:

• technical failure of website during ordering or payment;

• difficulties in finding information on guarantees and other legal rights;

• a slower speed of delivery than that indicated;

• final costs higher than indicated (such as higher delivery costs, unexpected transaction fees);

• wrong or damaged goods delivered;

• problems with fraud encountered (such as no goods or services received at all, misuse of credit card details);

• complaints and redress difficult or no satisfactory response after complaint;

• a foreign retailer who does not sell to the respondent's own country;

• other problems encountered;

• no problems encountered;

for individuals who have used the internet, but not for internet commerce activities (buying or ordering goods or services for own private use), in the last 12 months, barriers to internet commerce:

• a preference for shopping in person and/or for seeing a product, loyalty to shops, force of habit;

• lack of skills or knowledge (such as no knowledge on how to use a website, use was too complicated);

• problems with the delivery of goods ordered over the internet (for example it takes too long, it is logistically difficult);

• concerns about receiving or returning goods, concerns about complaints or redress;

• lack of a payment card that can be used to pay over the internet;

• (optional) a foreign retailer who does not sell to the respondent's country;

• (optional) someone else bought or ordered goods or services on the respondent's behalf;

• other barriers to internet commerce.