1 consumersinternational.org 2nd workshop of eria 21-22 january 2010, jakarta, indonesia consumer...

1consumersinternational.org

2nd workshop of ERIA21-22 January 2010, Jakarta, Indonesia

Consumer Organizations Expectations on ICA-NET

Indrani Thuraisingham

Head, Consumers International Kuala Lumpur Office

2

Role of Consumer Organizations

-- Recognition as legitimate voice of consumers

-- Protect & promote consumer interests

-- Conduct research and generate awareness

-- Receive & examine consumer complaints

-- Act as consumer watchdog on Businesses

-- Feedback and advice to Government

consumersinternational.org

3

Advantages of Consumer Organizations

-- Proximity-- Trust/ Credibility-- Flexibility-- Commitment -- Autonomy/ Self-reliance -- Responsiveness


Who do you trustPeople tend to trustconsumer watchdogs andother people’s opinion.There is lim ited trust in thegovernm ent and businesses.

65% of people trust consumer

watchdogs – only 49% are in the 18

– 24 age group against 71% in the

55 +.

Decreasing trust in businesses,

PLCs, and shareholders from 18 –

24 age group to 35 – 44 and 55 +.

65

53

22 2115 10

4 2

0

20

40

60

80

100%

c o ns u m e rwa tc h d o g s

c o ns u m e rs in du s tryre g u la to rs

c o -o p e ra t iv e s

N G O s theg o ve rn m e n t

P LC s B us in e s s e s

O rgan iz atio n

Jan 2 0 0 9

W h at A ssu res C o n su m ers in an E co n o m ic D o w n tu rn

4

Implications of ICA-NET

-- Handling cross border consumer claims

-- Education and information

-- Promote better business practices

-- Sets mandate for affirmative actions

-- Advocacy and representation


5

Implications of ICA-NET contd...

-- Providing accurate and adequate disclosure of information

-- Promote fair, responsive and transparent consumer protection enforcement

-- Facilitate dispute resolution

-- Misleading advertising

-- Reduce cross-border fraud


6

Expectations on ICA-NET

Technological

-- Facilitate multi-lingual needs

-- Database management-accessibility and usability

Educational

-- Creating consumer awareness/ outreach

-- Build consumer trust on eCommerce


7

Expectations on ICA-NET contd...

Complaints Handling-- Fact finding/ intermediary -- Provide remedies in law (e.g. refund of money,

return/repair/replacement of goods, re-supply of goods, compensation for loss or damage, cancellation of contracts, enforcement of guarantees, etc.) through established multi-lateral network (APEC, ASEAN, ASEAN plus 3 and other regional entities)

-- ECC NET- partnerships and networking


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Expectations on ICA-NET contd...

Enforcement and Redressal

-- Enforcement of consumer protection legislation in implementing countries

-- Develop Alternative Dispute Resolution (ADR) schemes

-- Mapping consumer policy regimes

-- Develop standards on eCommerce

-- Promote cross-border cooperation


9

CI’s proposed initiative

-- Assessment of existing online business to consumer (b2C) ADR in selected countries of AP region- Type of ODR provided - Types of disputes handled- Languages offered- Funding offered- Cost to consumer

- Publication of case results


10

CI’s proposed initiative contd...

Criteria for effective b2c ODR:

- Independence/ impartiality

- Transparency

- Availability for use by consumers

- Affordability

- Effectiveness etc.


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1 consumersinternational.org 2nd workshop of eria 21-22 january 2010, jakarta, indonesia consumer...

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