Quo vadis Consumer Protection B oard of Estonia ? 6 October 2011

1. Andres Sooniste Quo vadis Consumer Protection Board of Estonia?6 October 2011

2. Consumers protectors “head-ache” Good old times IKT sector development EU & free movement of goods & services Globalisation & combined services Consumers habit Financial crisis & strong inflation Slow recovery of consuming capability XXI century

3. The continuumof Estonian consumer markets 2010 2011 1994 2000 2005 The establishment of the Consumer Protection Board of Estonia The line for challenges in legislation (local vs. cross-border) and the need for being preventative

4. Dynamic of CP portfolio 2002 - F2011 Services & written appeals Retail of goods& complaints

5. Consumer environment of Estonia vs other world • 1) Regulation based CP • Low level of the traders and consumers knowledge; • Strong regulation and market surveillance • Low ability to act or react to market changes • 2) Market based CP • High knowledge of consumers  value based consuming, strong CP voluntary organisations; • High responsibility of traders; • Traders sector based voluntary quality requirements - codes • Traders initiative to strengthen the CP.

6. KEY facts about Consumer protection board • Board was formed in 1994 based on Consumer Protection Act and the previous Trade Inspection resources. New additional focus on consumer education. • Number of employees: ~60 • Budget 2011: ~1,2 MEURO • Location: Tallinn and regional centers • Method of service: Individual: Advice through contact centre (phone); e-mail; physical service… Collective:Home page, press releases, press conferences, articles, Radio, TV, Black listing, educational system… • Portfolio 2010:Inspections 5768 Complaints 2870 45days per cmpl. Apprises 36283 inc. written appeals 5987 17 days per appeal

7. Consumer Protection Board of Estonia CPB ~60 employees Consumers Complaints Commission (ADR) Complaints managementt Market surveillance Trader and consumer education

8. The idea behind a well-working consumer environment Consumer empowerment and knowledge Entrepreneurs’ knowledge and responsibility Well-working consumer environment The reasonable balance between legislation and voluntary guidelines

9. Our strategic perspective

10. The activities to achieve our objectives Surveillance Consumer education • Compulsory education • Promotion and communication • Rising the effectiveness of communication Entrepreneurs’ education • Compulsory education • Promotion and communication Organisational capability • Competence and authority of our organisation • Sector based overview about the trends in the consumer markets – our officials are as good specialists as the entrepreneurs • The mechanism of market regulation • Proposals for legislation • Compose guidelines for entrepreneurs • Motivate the creation of quality standards´etc.

11. EU Estonia ECPB Consumer / Trader Launch of sector based market surveillance §based re-active market surveillance • Pro-active sector based • market surveillanceunits: • - Retail of goods • - Finance & Communication services • - Tourism & Advertising services • Expected sector-based know-how in unit • EU regulations • Estonian regulations • Mapping sector based know-how (operating principles, development and future vision) • Mapping of systematic consumer/trader conflicts in sector • Cooperation with trader associations in sector. • Regular sector – based input to training systems. • Creation of sector CP vision & activity plan

12. Some examples of our communication Marketing campaigns with our epic heroes the Kalevipoeg and hedgehog: YouTube videos: http://www.youtube.com/tarbijakaitseamet

13. Some examples of our communication Our facebook Possibility to submit a complaint via facebook

14. Thank you!Tänud!