Panel 4: Dispute Resolution and Redress and New Technologies Ana Catarina FONSECA The Electronic Complaints Book Consumer Directorate-General PORTUGAL
ConsumerDi Direct ector orate G e Gener eral - PORTUG UGAL Cen entr tral b bod ody | Minis istry o of E Econ onomy Con onsumer r Policy -Among d duties/funct ctions: Leg egislation on; • Consumer er I Infor ormation on; • Awareness c s campaign gns; s; • Enfor orcem emen ent; • Portuguese Sidewalks, Lisbon Repres esen entation on o of P Portugues ese e Consumers I Inter eres ests b befor ore e Europ opean ean Union on; • Coor oordination on of of the Port ortugu guese “C “Con onsumer r Prot otection on System” ( ” (…) •
Coordinati tion of the Portu tuguese “ “Consumer P Protecti tion S System” ” Public and private Entities –Enforcers, Regulators, Consumers and Business associations, ADR, Municipalities etc . Dialogue | common i initiatives es f for consumers rs COOP OOPERATION ON –key w word
COOP OOPER ERATION – ke key word rd Implem emen entation NEW DIG IGIT ITAL P PLA LATFORM “Electronic Com ompla lain ints B Book ook”
https://www.livroreclamacoes.pt/inicio
El Electr tronic c complaints ts b book –new d digi gital t tool Gathers and connects all Com ompetent t Enfor orce cement t • Auth thori ritie ties and all Econ onomic O c Operator ors; Consumerssubmitcomplaints, present • informationrequestandcompliments, checkthe stateofcomplaints; Disputes Di s oc occurr rredonlin line an andof offlin ine Portuguese Sidewalks , Parque das Nações, Lisbon
Wh Who must st have t the Online Complaints ts Boo Book All t trad aders s that have physi sical alestab ablish shment and are also online through a we website where they pursue their economic activity. All t trad aders s that pursue their economic acti tivity ity onlin line Portuguese Sidewalks, Lisbon
Obligations | | procedures TRAD ADERS: : to be registered in the digital platform; to answer to the consumer; to inform of the existence of Online Platform Enforcement / /Regula latory Authori rity Examines the complaint; adopts the procedure if the facts indicate illegal practice; take the appropriate measure according to the powers conferred by the law… Portuguese Sidewalks, Lisbon
El Electr tronic c complaints ts b book – Implem emen entation on –TO S SUCCED CED… Two p phases ses a as s es established ed by the e leg egislation ( (Decre rew-Law) w) 1 st st pha phase July 2 2017 –Ju July ly 2 2018 Al All e essential p public s c services 2 nd nd pha phase Sin ince J July ly 2 2018 All e econ onom omic s sectors ( s (retail, s , servi vices, t s, transp sport, f , finan anci cial al s services, s, constr truct ction, he health, s social s services, i ins nsuranc nce, t tourism …) …)
El Electr troniccom ompla lain ints b book ook – Implem emen entation on 21 Competen ent A Author orities es c connec ected ed > 20 200 00 000 t traders r reg egistered ed > 1 1 000 000 00 000 user sers 110 955 complaints 80 086 information requests Portuguese Sidewalks - acronyms of 16th century , Póvoa de Varzim .
Portuguese Sidewalks - Municipality Square of Lisbon .
Connect the Alternati tive D Dispute R Resolution Bodies (ADR) R) to the electronic c complaints B Book Law n no 63/2 /2019, A Augu gust 1 16 –Mandatory Arbitr trati tion i in case o of consumer disputes under € € 5000 000 . .
Th The El e Elec ectronic Complaints Boo Book facili litates • Consumer er compl plai aints’ handl handling by publ public aut autho horities and busi and sinesse sses; s; • Trans anspar parency; y; • Sp Speed eed; • Co Consumer er Dispute R Resolution.
Portuguese Sidewalks – Rosa dos ventos, Azores . どうもありがとう Dōmo arigatō Thank you Obrigada ana.catarina@dg.consumidor.pt Ana Catarina FONSECA
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