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
1
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
2
Advantages of Consumer Organizations
-- Proximity
-- Trust/ Credibility
-- Flexibility
-- Commitment
-- Autonomy/ Self-reliance
-- Responsiveness
Who do you trust
%
People tend to trust
consumer watchdogs and
other people’s opinion.
There is limited trust in the
government and businesses.
100
80

65
53
60
65% of people trust consumer
watchdogs – only 49% are in the 18
40
22
21
15
– 24 age group against 71% in the
10
20
4
2
55 +.
0
co ns umer
watchdo gs
co ns umers
indus try
co -
regulato rs
o peratives
NGOs
the
P LCs
Bus ines s es
go vernment

Decreasing trust in businesses,
Organizatio n
PLCs, and shareholders from 18 –
24 age group to 35 – 44 and 55 +.
Jan 2009
What Assures Consumers in an Economic Downturn
consumersinternational.org
3
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
4
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
5
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
6
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
7
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
8
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
9
CI’s proposed initiative contd...
Criteria for effective b2c ODR:
- Independence/ impartiality
- Transparency
- Availability for use by consumers
- Affordability
- Effectiveness etc.
consumersinternational.org
10
[email protected]
consumersinternational.org
11
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