Consumer rights in the digital context

01.06.2020

General statements of communications consumer rights While basic consumer rights apply in principle across all consumer transactions, they need to be elaborated and specialized in each sector so that providers know exactly what is expected of them and consumers know where they stand. The UNCTAD Manual on Consumer Protection (UNCTAD 2019) contains chapters on the application of basic consumer rights to financial services, public utilities (mainly water, sanitation, and energy) and food, while its Sustainable Development publication (UNCTAD 2017) covers their application to health care. This article illustrates how they have been interpreted in the digital sector in some countries.…

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International organizations relevant to consumer affairs

01.06.2020

The table below supplements the section on international organizations in the Handbook chapter on “Consumer affairs.” International bodies can help national regulators to handle consumer affairs in various ways, including: Ensuring that frameworks for international trade and cooperation take account of consumer interests – for example, the United Nations Conference on Trade and Development (UNCTAD) and the TransAtlantic Consumer Dialogue (TACD). Supporting each other’s enforcement efforts related to cross-border e-commerce and illegal activities – for example, the International Consumer Protection and Enforcement Network (ICPEN) and Unsolicited Communications Enforcement Network (UCENET). Devising international standards, among others for ICT and digital-related products…

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Good practices in consumer support

01.06.2020

Good practices in India Source: Screenshot from https://consumerhelpline.gov.in/ncd2016/microsite/. The consumer support arrangements in India are extensive, varied by both sector and region, and provide an example of best practice. They are being continuously developed. As a huge country, selected parts of their arrangements may fit the needs of smaller countries. The Department of Consumer Affairs’ portal website draws attention to alternative ways for consumers to get support. As well as browsing and registering on the website, they can: make a free phone call (to a short code or a full national number); send a text asking for a return call…

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Introduction to digital consumer rights: consumer consultation

01.06.2020

Representation as a basic consumer right Source: https://www.swissinfo.ch/eng (drawing by Akinoro Oishi). One of the consumer rights that can be said to underlie all the rest, or to be central to it, is that of representation. When making decisions, regulators are supposed to strike balances among the interests of different stakeholder groups. While some regulators have a special mandate to uphold the interests of consumers, they also have duties towards the industry that they regulate. Consumer representatives, by contrast, are dedicated to putting forward policies that they believe (based on research and expertise) will best serve consumers. Of course, no…

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