By law, companies providing services online are required to make certain information (including an email address) “directly and permanently accessible” on their website.

In May 2013, the National Consumer Agency (NCA) issued a compliance notice to Ryanair for its failure to provide an e-mail address on its website to allow consumers to contact it directly and effectively.

Ryanair initially exercised its right of appeal against the action of the NCA but subsequently withdrew its appeal, accepted the compliance notice and published an e-mail address in compliance with the requirements of the NCA. This case highlights the proactive approach taken by the NCA and underlines the importance of compliance with relevant legislation relating to providing services online to consumers.

Contributed by Leo Moore.

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