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2nd workshop of ERIA 21-22 January 2010, Jakarta, Indonesia

2nd workshop of ERIA 21-22 January 2010, Jakarta, Indonesia. Consumer Organizations Expectations on ICA-NET Indrani Thuraisingham Head, Consumers International Kuala Lumpur Office. consumersinternational.org. Role of Consumer Organizations. -- Recognition as legitimate voice of consumers

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2nd workshop of ERIA 21-22 January 2010, Jakarta, Indonesia

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  1. 2nd workshop of ERIA21-22 January 2010, Jakarta, Indonesia • Consumer Organizations Expectations on ICA-NET • Indrani Thuraisingham • Head, Consumers International Kuala Lumpur Office consumersinternational.org

  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 consumersinternational.org

  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 consumersinternational.org

  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 consumersinternational.org

  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 consumersinternational.org

  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 consumersinternational.org

  8. 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 consumersinternational.org

  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 consumersinternational.org

  10. CI’s proposed initiative contd... • Criteria for effective b2c ODR: • - Independence/ impartiality • - Transparency • - Availability for use by consumers • - Affordability • - Effectiveness etc. consumersinternational.org

  11. indrani@ciroap.org consumersinternational.org

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