Thailand
Online system for Asean consumer complaints redressal launched
In view of the rising cross-border business in the region, the Asean Committee on Consumer Protection (ACCP) has launched an online mechanism to speedily address the grievances of consumers.
The ‘Online Consumer Complaints Function,’ launched at the recent 3rd Asean Consumer Protection Conference is one of the first steps towards developing the Asean Online Dispute Resolution Network by 2025, according to the ACCP.
Consumers can make use of the mechanism available on www.aseanconsumer.org to raise their complaints about products purchased from any of the Asean member countries. Complaints can be raised for both online and offline purchases.
The complaints are then referred to the national consumer protection authority of the country concerned to facilitate the redressal.
Complaints can be made by individual consumers, collectively or by representation of a consumer organisation/association. Consumers will be able to track the progress of their complaint from when the feedback was lodged and received by the ACCP focal points, until it is resolved, through the issuance of a tracking number by the system.
All complaints including the supporting documents will be confidential. Each complaint is expected to be processed within 30 working days, subject to possible extensions.
The ACCP, meanwhile, also launched the ‘Consumer Online Distance Learning Tools’, a self-paced learning course on four basic consumer protection topics, free for registered users.
The e-learning modules cover topics such as ‘Understanding Consumer Issues,’ ‘Becoming a Consumer Champion,’ ‘Building a Consumer Movement,’ and ‘Mediating Disputes.’ Participants can take part in all lessons and quizzes, and obtain a certificate of completion at the end of each module.
The e-Learning programme is also supported by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH.
In his opening remarks at 3rd Asean Consumer Protection Conference, Deputy Secretary-General for the Asean Economic Community, Satvinder Singh, said the conference was timely as Asean is currently addressing emerging issues resulting from the advent of the digital economy and the rise of cross-border trade.
Dr Moe Moe Thwe, Chair of ACCP said, “We are already living in a new era where the concerns on consumer protection raised are pressing. We need to expedite the implementation of our initiatives and action plans across sectors, grow consumer movement and inspire a new generation of well-informed consumers who will have no second thought on taking action to deal with the challenges of the new economy.”
Cambodia, meanwhile, had recently announced the implementation of the National Consumer Protection Programme (NCPP) under the Consumer Protection Law to strengthen consumer rights.
Cambodia also last year promulgated its Law on Competition as envisioned under the Asean Economic Community Blueprint 2025, ensuring equal opportunity and competition for businesses in the Kingdom.
Source: https://www.khmertimeskh.com/501116736/online-system-for-asean-consumer-complaints-redressal-launched/