Problems encountered by individuals when buying goods or services over the internet

Time series : ICT_HH_1.2.4_en_problems.xls

PROBLEMS ENCOUNTERED BY INDIVIDUALS WHEN BUYING GOODS OR SERVICES OVER THE INTERNET

(Per cent)
Problems	2023
Website was difficult to use, or it worked unsatisfactorily (too complicated, confusing, poorly functioning technically etc.)	8.3
Difficulties in finding information concerning guarantees and other legal rights	7.4
Speed of delivery longer than indicated	7.7
Final costs higer than indicated (e.g. unexpected transaction fees or unjustified guarantee fees)	2.6
Wrong or damaged goods/services delivered	6.3
Problems with fraud encountered (e.g. no goods/services received at all, misuse of credit card details, etc.)	0.6
Complaints and redress were difficult or no satisfactory response received after complaint	2.2
Foreign retailer did not sell to my country	0.8
Others	2.5
Note: The relative share is calculated on the basis of individuals who bought goods or services over the internet in the last 3 months before the interview.

06.12.2024

Euro-SDMX Metadata Structure (ESMS)

ICT usage in households and by individuals
Contact
Contact organisation	National Statistical Institute
Contact organisation unit	'Labour costs, R&D, innovation and information society statistics'
Contact name	Maia Papazova Lyubomira Angelova
Contact person function	State expert Chief expert
Contact mail address	2, P. Volov Str.; 1038 Sofia, Bulgaria
Contact email address	[email protected] [email protected]
Contact phone number	+359 2 9857 733 +359 2 9857 169
Contact fax number
Metadata update
Metadata last certified	05 December 2024
Metadata last posted	05 December 2024
Metadata last update	05 December 2024
Statistical presentation
Data description	The survey on ICT usage in households and by individuals is part of the European Community Statistical Programme and is carried out on an annual basis in all EU member states by a common methodology. The aim of the survey is to collect and disseminate reliable and comparable information on the dissemination and use of ICT in households and by individuals in Bulgaria. The data are collected by a harmonised questionaire of Eurostat which is updated each year to reflect the evolving situation of information and communication technologies. The survey covers the following subjects: access to and use of ICT by individuals and/or in households; use of internet for different purposes by individuals and/or in households; ICT security; Digital skills; e-Commerce; barriers to use of ICT and the internet; perceived effects of ICT usage on individuals and/or in households.
Classification system	· National Classification of Occupations and Duties-2005 (NCOD-2005) - until 2010; · National Classification of Occupations and Duties-2011 (NCOD-2011) - since 1 January 2011; · International Standard Classification of Education, 1997 version (ISCED '97) - until 2013; · International Standard Classification of Education, 2011 version (ISCED 2011) - since 2014; · Classification of territorial units for statistical purposes in Bulgaria (NUTS).
Sector coverage	The survey on ICT usage in households covers regular households which have at least one member aged between 16 and 74 years from different regions in Bulgaria and all their members aged between 16 and 74 years. The sample size for each year is about 5000 households which are randomly selected.
Statistical concepts and definitions	Household is two or more persons, living in one dwelling or part of dwelling, sharing common budget and eating together. Household is also a person, living in one dwelling, room or part of it, who has a separate budget for the cost of meals and expenses to satisfy other needs. The fixed connection to the internet includes ADSL, SDSL, VDSL, fiber optics technology (FTTP), cable technology, etc. e-Commerce is the sale or purchase of goods or services conducted over computer networks by methods specifically designed for the purpose of receiving or placing of orders. The payment and the delivery of the goods or services do not have to be conducted online. e-Commerce transactions exclude orders made by manually typed e-mail messages. The Internet of Things (IoT) refers to the use of internet-connected devices or systems (often called smart devices) that can also be connected to each other and can be monitored or remotely controlled via the internet. Digital skills indicator measures people's digital literacy and competence, and it is based on selected activities related to internet and software use performed by individuals in five specific areas: information and data literacy; communication and collaboration; problem solving; digital content creation and safety skills. According to the variety and complexity of activities performed, several levels of skills are computed - no skills, low, basic or above basic digital skills.
Statistical unit	Households and individuals
Statistical population	The survey population of Households consists of all private households having at least one member in the age group 16 to 74 years. The survey population of Individuals consists of all individuals aged 16 to 74. Individuals living in institutional (collective) households are excluded.
Reference area	Households located in any part of the territory of the country.
Time coverage	Annual time series are available from 2004 onwards. The contents of the model questionnaire is adapted each year to measure the development of the use of ICT. Therefore not all variables have long time series.
Base period	Not applicable.
Unit of measure
Per cent
Reference period
Data refer to the following periods: • Last three months before the survey; • Last 12 months before the survey; • Current situation at survey period.
Institutional mandate
Legal acts and other agreements	Until 2020: • Regulation (EC) No 808/2004 of the European Parliament and of the Council concerning Community statistics on the information society; • Annual Commission Regulations implementing Regulation (EC) No 808/2004 of the European Parliament and of the Council concerning Community statistics on the information society for the relevant reference year; From 2021: • Regulation (EU) 2019/1700 of the European Parliament and of the Council establishing a common framework for European statistics relating to persons and households, based on data at individual level collected from samples, amending Regulations (EC) No 808/2004, (EC) No 452/2008 and (EC) No 1338/2008 of the European Parliament and of the Council, and repealing Regulation (EC) No 1177/2003 of the European Parliament and of the Council and Council Regulation (EC) No 577/98; • Annual Commission implementing Regulations specifying the technical items of the data set, establishing the technical formats for transmission of information and specifying the detailed arrangements and content of the quality reports on the organisation of a sample survey in the use of information and communication technologies domain for reference year 2021 pursuant to Regulation (EU) 2019/1700 of the European Parliament and of the Council; • Law on Statistics; • National Statistical Programme.
Data sharing	Not applicable.
Confidentiality
Confidentiality - policy	· Law on Statistics · Regulation (EC) No 223/2009 on European statistics (recital 24 and Article 20(4)) of 11 March 2009 (OJ L 87, p. 164), stipulates the need to establish common principles and guidelines ensuring the confidentiality of data used for the production of European statistics and the access to those confidential data with due account for technical developments and the requirements of users in a democratic society.
Confidentiality - data treatment	In compliance to the Law on Statistics (Articles 25 and 26).
Release policy
Release calendar	In accordance to the dates defined in the Release Calendar presenting the results of the statistical surveys carried out by the National Statistical Institute.
Release calendar access	The calendar is available on the NSI website: https://www.nsi.bg/en/node/480
User access	In accordance to the Rules for Dissemination of Statistical Products and Services.
Frequency of dissemination
Annual
Accessibility and clarity
News release	Regular press release in the NSI's website.
Publications
On-line database	Data on ICT usage in households and by individuals are available to all users of the NSI website under the heading Information Society.
Micro-data access	In accordance to the Rules on Provision of the Anonymised Individual Data for Scientific and Research purposes.
Other	Information services by order in accordance to the Rules for Dissemination of Statistical Products and Services.
Documentation on methodology	Methodological manual for statistics on the Information Society, by Eurostat.
Quality documentation	Quality reports comprising general methodological information of the survey, on statistical unit, population, sampling design, response and non-response, data processing and sampling errors.
Quality management
Quality assurance	The Methodological Manual provides guidelines and standards for the implementation of the survey.
Quality assessment	The national quality report provides users with basic information on quality at national level.
Relevance
User needs	Main users of the data are Government institutions, research institutions and other users from the country, the European Commission, the International Communication Union and other international organizations.
User satisfaction	Not available.
Completeness	The survey on ICT usage in households and by individuals implements the full set of compulsory variables, according to EU Regulations.
Accuracy and reliability
Overall accuracy	The sample used for the ICT usage in households and by individuals survey is a two-stage stratified cluster sample which includes about 5000 households. Due to the sampling approach used the estimation of the parameters obtained from the survey could vary from those in the population due to sampling errors, errors due to non-response, errors in registration or processing, etc.
Sampling error	Standard sampling errors are calculated and reported for a selection of indicators and breakdowns by the use of special statistical software.
Non-sampling error
Timeliness and punctuality
Timeliness	Data are disseminated according to the NSI’s Release Calendar schedule.
Punctuality	All deliverables are provided in time in accordance with the Release Calendar presenting the results of the statistical surveys carried out by the National Statistical Institute and the deadlines defined in the EU regulations in the ICT domain.
Coherence and comparability
Comparability - geographical	Fully comparable with all EU member states.
Comparability - over time	Partially comparable due to the changes of the general methodology.
Coherence - cross domain	Not applicable.
Coherence - internal	Not applicable.
Cost and burden
Not available.
Data revision
Data revision - policy	In accordance to the Rules for Dissemination of Statistical Products and Services.
Data revision - practice	In accordance to the Rules for Dissemination of Statistical Products and Services.
Statistical processing
Source data	Sample statistical survey on the ICT usage in households and by individuals.
Frequency of data collection	Data are collected on an annual basis.
Data collection	Face-to-face interviews.
Data validation	Data validation is done by logical control of the primary data and comparison with the results of previous studies. Additional checks on comparability and data quality are carried out by Eurostat.
Data compilation	Data processing is done by special statistical software.
Adjustment	Not applicable.
Comment

Download in SDMX 2.1 file format: ICT usage in households and by individuals

Metadata Structure Definition in SDMX 2.1: ESMS_MSD+BNSI+2.0+SDMX.2.1.xml

Download in SDMX 2.0 file format: ICT usage in households and by individuals

Metadata Structure Definition in SDMX 2.0: ESMS_MSD+BNSI+2.0+SDMX.2.0.xml

ESS Standard for Quality Reports Structure (ESQRS)

ICT usage in households and by individuals

Contact

Contact organisation

National Statistical Institute

Contact organisation unit

'Labour costs, R&D, innovation and information society statistics'

Contact name

Maia Papazova

Lyubomira Angelova

Contact person function

State expert

Chief expert

Contact mail address

2, P. Volov Str.; 1038 Sofia, Bulgaria

Contact email address

[email protected]

Contact phone number

+359 2 9857 733

+359 2 9857 169

Contact fax number

Statistical presentation

Data description

The survey on ICT usage in households and by individuals is part of the European Community Statistical Programme and is carried out on an annual basis in all EU member states by a common methodology. The aim of the survey is to collect and disseminate reliable and comparable information on the dissemination and use of ICT in households and by individuals in Bulgaria. The data are collected by a harmonised questionaire of Eurostat which is updated each year to reflect the evolving situation of information and communication technologies.

The survey covers the following subjects:

access to and use of ICT by individuals and/or in households;
use of internet for different purposes by individuals and/or in households;
ICT security;
Digital skills;
e-Commerce;
barriers to use of ICT and the internet;
perceived effects of ICT usage on individuals and/or in households.

Classification system

· National Classification of Occupations and Duties-2005 (NCOD-2005) - until 2010;

· National Classification of Occupations and Duties-2011 (NCOD-2011) - since 1 January 2011;

· International Standard Classification of Education, 1997 version (ISCED '97) - until 2013;

· International Standard Classification of Education, 2011 version (ISCED 2011) - since 2014;

· Classification of territorial units for statistical purposes in Bulgaria (NUTS).

Sector coverage

The survey on ICT usage in households covers regular households which have at least one member aged between 16 and 74 years from different regions in Bulgaria and all their members aged between 16 and 74 years. The sample size for each year is about 5000 households which are randomly selected.

Statistical concepts and definitions

Household is two or more persons, living in one dwelling or part of dwelling, sharing common budget and eating together. Household is also a person, living in one dwelling, room or part of it, who has a separate budget for the cost of meals and expenses to satisfy other needs.

The fixed connection to the internet includes ADSL, SDSL, VDSL, fiber optics technology (FTTP), cable technology, etc.

e-Commerce is the sale or purchase of goods or services conducted over computer networks by methods specifically designed for the purpose of receiving or placing of orders. The payment and the delivery of the goods or services do not have to be conducted online. e-Commerce transactions exclude orders made by manually typed e-mail messages.

The Internet of Things (IoT) refers to the use of internet-connected devices or systems (often called smart devices) that can also be connected to each other and can be monitored or remotely controlled via the internet.

Digital skills indicator measures people's digital literacy and competence, and it is based on selected activities related to internet and software use performed by individuals in five specific areas: information and data literacy; communication and collaboration; problem solving; digital content creation and safety skills. According to the variety and complexity of activities performed, several levels of skills are computed - no skills, low, basic or above basic digital skills.

Statistical unit

Households and individuals

Statistical population

The survey population of Households consists of all private households having at least one member in the age group 16 to 74 years.

The survey population of Individuals consists of all individuals aged 16 to 74. Individuals living in institutional (collective) households are excluded.

Reference area

Households located in any part of the territory of the country.

Time coverage

Annual time series are available from 2004 onwards. The contents of the model questionnaire is adapted each year to measure the development of the use of ICT. Therefore not all variables have long time series.

Base period

Not applicable.

Statistical processing

Source data

Sample statistical survey on the ICT usage in households and by individuals.

Frequency of data collection

Data are collected on an annual basis.

Data collection

Face-to-face interviews.

Data validation

Data validation is done by logical control of the primary data and comparison with the results of previous studies. Additional checks on comparability and data quality are carried out by Eurostat.

Data compilation

Data processing is done by special statistical software.

Adjustment

Not applicable.

Quality management

Quality assurance

The Methodological Manual provides guidelines and standards for the implementation of the survey.

Quality assessment

The national quality report provides users with basic information on quality at national level.

Relevance

User needs

Main users of the data are Government institutions, research institutions and other users from the country, the European Commission, the International Communication Union and other international organizations.

User satisfaction

Not available.

Completeness

The survey on ICT usage in households and by individuals implements the full set of compulsory variables, according to EU Regulations.

Data completeness - rate

Not applicable.

Accuracy and reliability

Overall accuracy

The sample used for the ICT usage in households and by individuals survey is a two-stage stratified cluster sample which includes about 5000 households. Due to the sampling approach used the estimation of the parameters obtained from the survey could vary from those in the population due to sampling errors, errors due to non-response, errors in registration or processing, etc.

Sampling error

Standard sampling errors are calculated and reported for a selection of indicators and breakdowns by the use of special statistical software.

Sampling errors - indicators

Indicators	Relative share	Standard error	Confidence interval		Variance
Indicators	Relative share	Standard error	95% lower limit, in %	95% upper limit, in %	Variance
Households who have internet access at home
Total	92.1	0.5	91.1	93.1	0.6
Individuals regularly using the internet
Total	81.9	0.7	80.6	83.3	0.8
Men	82.8	0.7	81.3	84.3	0.9
Women	81.1	0.8	79.5	82.7	1.0
16 - 24 years	93.9	1.5	90.8	96.9	1.6
25 - 34 years	95.4	0.8	93.8	96.9	0.8
35 - 44 years	93.8	0.8	92.3	95.3	0.8
45 - 54 years	89.0	1.0	87.1	91.0	1.1
55 - 64 years	77.9	1.3	75.4	80.4	1.7
65 - 74 years	48.6	1.6	45.4	51.8	3.4
Basic education or lower	62.3	2.2	58.1	66.6	3.5
Upper secondary education	81.7	0.8	80.1	83.3	1.0
Tertiary education	94.5	0.7	93.1	95.8	0.7
Individuals having ordered/bought goods or services for private purposes over the internet in the last 12 months
Total	49.8	1.1	47.6	51.9	2.2

Non-sampling error

Coverage error

Not applicable.

Over-coverage - rate

Not applicable.

Common units - proportion

Measurement error

Not applicable.

Non response error

Not applicable.

Unit non-response - rate

The non responce rate of the 2023 survey on ICT usage in households is 22% for the households and 30% for the individuals.

Item non-response - rate

Not applicable.

Processing error

Not applicable.

Imputation - rate

Not applicable.

Model assumption error

Not applicable.

Seasonal adjustment

Not applicable.

Data revision - policy

In accordance to the Rules for Dissemination of Statistical Products and Services.

Data revision - practice

In accordance to the Rules for Dissemination of Statistical Products and Services.

Data revision - average size

Timeliness and punctuality

Timeliness

Data are disseminated according to the NSI’s Release Calendar schedule.

Time lag - first results

Not applicable.

Time lag - final results

The final data are available in the fourth quarter of the survey year.

Punctuality

All deliverables are provided in time in accordance with the Release Calendar presenting the results of the statistical surveys carried out by the National Statistical Institute and the deadlines defined in the EU regulations in the ICT domain.

Punctuality - delivery and publication

Not applicable.

Coherence and comparability

Comparability - geographical

Fully comparable with all EU member states.

Asymmetry for mirror flows statistics - coefficient

Not applicable.

Comparability - over time

Partially comparable due to the changes of the general methodology.

Length of comparable time series

There are continuous time series time series for certain variables from 2004 to the present.

Coherence - cross domain

Not applicable.

Coherence - sub annual and annual statistics

Not applicable.

Coherence - National Accounts

Not applicable.

Coherence - internal

Not applicable.

Accessibility and clarity

News release

Regular press release in the NSI's website.

Publications

On-line database

Data on ICT usage in households and by individuals are available to all users of the NSI website under the heading Information Society.

Data tables - consultations

Not applicable.

Micro-data access

In accordance to the Rules on Provision of the Anonymised Individual Data for Scientific and Research purposes.

Other

Information services by order in accordance to the Rules for Dissemination of Statistical Products and Services.

Metadata - consultations

Not applicable.

Documentation on methodology

Methodological manual for statistics on the Information Society, by Eurostat.

Metadata completeness – rate

Quality documentation

Quality reports comprising general methodological information of the survey, on statistical unit, population, sampling design, response and non-response, data processing and sampling errors.

Cost and burden

Not available.

Confidentiality

Confidentiality - policy

· Law on Statistics

· Regulation (EC) No 223/2009 on European statistics (recital 24 and Article 20(4)) of 11 March 2009 (OJ L 87, p. 164), stipulates the need to establish common principles and guidelines ensuring the confidentiality of data used for the production of European statistics and the access to those confidential data with due account for technical developments and the requirements of users in a democratic society.

Confidentiality – data treatment

In compliance to the Law on Statistics (Articles 25 and 26).

Comment

Download in SDMX 2.1 file format: ICT usage in households and by individuals

Metadata Structure Definition in SDMX 2.1: ESQRS_MSD+BNSI+2.0+SDMX.2.1.xml

Download in SDMX 2.0 file format: ICT usage in households and by individuals

Metadata Structure Definition in SDMX 2.0: ESQRS_MSD+BNSI+2.0+SDMX.2.0.xml

Information and Communication Technologies Usage in Households and by Individuals in 2024

Friday, 6 December 2024 - 11:00

The trend of annual growth of the relative share of households with internet access continued - in 2024, 92.1% of the households in Bulgaria had access to the global network at home. Their relative share increased by 3.6 percentage points compared to the previous year. 94.7% of the households living in urban areas had internet access and for those resided in rural areas the relative share was 84.3%.

81.9% of the individuals aged between 16 and 74 years used the internet every day or at least once a week at any location (home, work or other places), and the share of people who...

ICT_hh2024_en_5UX6GMY.pdf

Information and Communication Technologies Usage in Households and by Individuals in 2023

Friday, 8 December 2023 - 11:00

The annual growth tendency of the relative share of households with internet access was retained and in 2023, 88.5% of the households in Bulgaria had internet access at home. Over a ten-year period the relative share increased by 31.8 percentage points.

79.8% of the individuals aged between 16 and 74 years used the internet every day or at least once a week at home, work or other places, and the share of people who had never surfed the internet decreased to 11.8%.

The most preferred device to access the internet was the mobile phone (incl. smartphone) which was used by 7...

ICT_hh2023_en_KF3JA6V.pdf

Information and Communication Technologies Usage in Households and by Individuals in 2022

Friday, 9 December 2022 - 11:00

In 2022, 87.3% of the households in Bulgaria had internet access at home, which was by 3.8 percentage points more compared to the previous year.

79.0% of the individuals aged between 16 and 74 years used the internet every day or at least once a week at home, at work or any other place and 61.2% took advantage of the resources of the global network several times during the day.

Individuals used the network mostly for communication as 67.3% of them carried out phone or video calls (using applications, e.g. Viber, WhatsApp, Skype, FaceTime, Messenger, Snapchat, Zoom, MS Te...

ICT_hh2022_en_JMM9789.pdf

Information and Communication Technologies Usage in Households and by Individuals in 2021

Friday, 10 December 2021 - 11:00

In 2021, 83.5% of the households in Bulgaria had internet access at home, which was by 4.6 percentage points more compared to the previous year.

...

ICT_hh2021_en_WB3N3IL.pdf

Information and Communication Technologies Usage in Households and by Individuals in 2020

Friday, 11 December 2020 - 11:00

In 2020, 78.9% of the households in Bulgaria had internet access at home, which was by 3.8 percentage points more compared to the previous year.

...

ICT_hh2020_en_PSRP7D5.pdf

Information and Communication Technologies Usage in Households and by Individuals in 2019

Friday, 6 December 2019 - 11:00

The results of the 2019 survey on the usage of information and communication technologies (ICT) in households and by individuals showed that 75.1% of the households in Bulgaria had internet access at home with an increase of 42.0 percentage points over a ten-year period.

...

ICT_hh2019_en_LDOBNRL.pdf

Main Results of the Survey on the Information Society in Households in 2018

Friday, 7 December 2018 - 11:00

The results of the 2018 survey on the usage of information and communication technologies (ICT) in households and by individuals showed that 72.1% of the households in Bulgaria had internet access at home, which was a growth of 4.8 percentage points compared to the previous year.

...

ICT_hh2018_en_KV45Z0R.pdf

Main Results of the Survey on the Information Society in Households in 2017

Friday, 8 December 2017 - 11:00

The results of the 2017 survey on the usage of information and communication technologies (ICT) in households and by individuals showed that 67.3% of the households in Bulgaria had internet access at home, which was a growth of 3.8 percentage points compared to the previous year.

...

ICT_hh2017_en_ZW9AP4W.pdf

Main Results of the Survey on the Information Society in Households in 2016

Monday, 12 December 2016 - 11:00

The results of the 2016 survey on the usage of information and communication technologies (ICT) in households and by individuals showed that 63.5% of the households in Bulgaria had internet access at home, which was a growth of 4.4 percentage points compared to the previous year.

...

ICT_hh2016_en_TSVV05D.pdf

Main Results from the Survey on ICT Usage in Households and by Individuals in 2015

Friday, 11 December 2015 - 11:00

In 2015 59.1% of households in Bulgaria had access to the internet at home, which was a growth of 2.4 percentage point, compared to the previous year. There was also a growth of 0.9 percentage points of the individuals aged 16 - 74 years who were using internet every day or at least once per week and 31.2% of them used cloud services (storage space on the internet) for data storage and file sharing.

...

ICT_hh2015_en_CB5PDL6.pdf

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Friday, 12 December 2014 - 11:00

In 2014 56.7% of households in Bulgaria had access to the internet at home, which was a growth of 3.0 percentage point, compared to the previous year. There was also a growth of 2.5 percentage points of the individuals aged 16 - 74 years who used the internet every day or at least once per week and 21.3% of them used cloud services to store or share files on the internet.

...

ICT_hh2014_en_GLINCXB.pdf

Main Results from the Survey on ICT Usage in Households and by Individuals in 2013

Friday, 13 December 2013 - 11:00

The results of the survey on the information communication technology usage by households and individuals for 2013 show that more than a half of the households (53.7%) in Bulgaria had access to the internet at home, which was a growth of 2.8 percentage point, compared to the previous year. There also was a stable trend for growth of the regular usage of internet by individuals and 51.2% of the population aged 16-74 years was using internet every day or at least once a week.

...

ICT_hh2013_en_HI2EOPE.pdf

Main Results from the Survey on ICT Usage in Households and by Individuals in 2012

Thursday, 13 December 2012 - 16:00

In 2012 more than a half of the households (50.9%) in Bulgaria had access to the internet at home, or a growth of 5.9 percentage point is observed compared to the previous year. There was also an increase in the relative share of individuals aged 16-71 years who were using internet at least once per week.

...

ICT_hh2012_en.pdf

ICT usage in Households and by Individuals between 16 and 74 years old in 2011

Friday, 16 December 2011 - 11:00

The ICT survey in households 2011 reports high growth in the share of households having access to the Internet at home and broadband connection.

...

ICT_hh2011_en.pdf

Survey on ICT usage in households and by individuals in 2010

Thursday, 30 December 2010 - 11:00

Information society being developed with the tendency of annually increasing usage of ICT by households, individuals and the business in Bulgaria.

...

ICT_hh2010_en.pdf

Survey on ICT usage in households and by individuals aged between 16 and 74

Thursday, 17 December 2009 - 11:00

ICT penetration in the households has been increased vastly in the last few years and the survey results confirm the fact that the internet services become popular and preferable by more and more households in the country.

...

ICT_hh2009_en.pdf

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• Sustainable consumption and production;

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Friday, 27 June 2008 - 16:08

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