Chiara Rawlins
Principal
We have previously written about video game developer and distributor Valve and its battle with the ACCC. In our previous article here, you will see that Valve was penalised for non-compliance with the Australian Consumer Law in relation to its Steam platform. The contravention arose from representations to its customers that they were not entitled to refunds on digital games purchased and downloaded by its users.
It seems that old habits die hard in the video game industry, and Sony has been caught up in a similar contravention. The ubiquitous technology and entertainment company has a large presence in the video game industry, with the Sony Playstation being one of the most recognisable game consoles on the market. Playstation gamers are able to connect the console online to the “PlayStation Network”, which offers various services including the “PlayStation Store”. The PlayStation Store allows users to purchase games online and download them directly to their game console.
One method of paying for these games is to add funds into a digital “wallet”, called the “PSN Wallet”, operated by Sony. Funds can be added by credit or debit card, PayPal, or a voucher code. Once funds have been added into the PSN wallet they can only be used to buy products on the PlayStation Store and cannot be redeemed for cash or transferred to other users.
The PlayStation Network terms of service included representations that users did not have guarantees as to the quality, functionality, completeness, or performance of the digital games they purchased. Sony also represented that funds added into the PSN Wallet could not be refunded. Sony’s employees at call centres also made various representations to complainants regarding Sony’s obligations to offer a refund.
The ACCC investigated and ultimately Sony conceded that it had engaged in breaches of the Australian Consumer Law.
Sony’s breaches include engaging in misleading and deceptive conduct and making false or misleading representations in relation to consumer rights for breaches of guarantees as to quality and fitness of the digital games distributed by Sony on the PlayStation Network. The Court found that Sony was responsible for approving the terms of service, all of the relevant statements to consumers, and the scripts and manuals for call centre employees. The Court also found that Sony did not provide any training to its staff in relation to the Australian Consumer Law.
The Court considered it appropriate to make declarations that Sony had engaged in misleading and deceptive conduct. On the question of penalties, the Court accepted the penalties proposed by the ACCC and agreed to by Sony of $3.5 million.
The Court acknowledged that there was no evidence that any consumers suffered any loss arising out of Sony’s representations. However, the fact that Sony made the misrepresentations did “erect and impediment to consumers relying on their statutory rights”, which in turn has the potential to cause loss if consumers do not rely on their rights.
As to the amount of the fine, the Court noted that Sony was a “large enterprise with vast resources” and that the a fine of $3.5 million would not have a significant effect on Sony’s financial position, but that it is large enough to be an effective deterrent. That is, it carries “sufficient sting” to ensure that Sony would not repeat the contravening conduct.
This case serves as another warning for international sellers of digital goods in Australia: you must comply with the Australian Consumer Law. Indeed, the Court noted that the penalty will “make it clear to other corporations dealing in digital goods that it is not acceptable to contravene the ACL”.
Further, the involvement of senior employees in approving the relevant sections of the terms of service were key factors influencing size of the penalty, with the Court noting the need for deterrence in that regard.
If you provide goods and services in Australia, digitally or otherwise, you should seek advice to ensure you are complying with your obligations under the ACL. McCabes has experience in advising its clients in this area and can deliver targeted training programs for your employees and directors.