G20 International Conference on Consumer Policy - Emerging - PowerPoint PPT Presentation

G20 International Conference on Consumer Policy - Emerging Challenges to Consumer Policy in the Digital Age - 5 and 6 September 2019 Tokushima, Japan

Panel 4: Dispute Resolution and Redress and New Technologies • Korea • Brazil • Portugal • Russia

TOTAL $ 8.7 billion 1.2 billion 996 million 932 million 853 million 778 million (13.5% ) (11.4% ) (10.7% ) (9.8% ) (8.9% ) Travel & Appliances Apparel Grocery Cos metic Trans port I.T device June 2019 25.5% June 2018 June 2019 1

2017 2018 2016 Subdividing Compared to Compared to the same time the same time last year last year Consumer 6.2% ⤴ 2.1% ⤴ 1,135 1,319 1,479 Complaints 2

68 Cases N on - p erformance of O bligations 60 Cases Cancellation of O rders 17 Cases Penalty for the Breach of Contract 15 Cases Q uality 9 Cases E tc 3

: The sellers who place indications or advertises on S ocial Media platforms(below) to take orders. VER Blog, Cafe, Band & KaKao S - (Domestic) NA tory 8 April 2019 - (Foreign) FaceBook, Instagram ~ 26 April 2019 ➊ Provision of information on seller ’ s identity ➋ Transaction terms (method & date to supply goods) ➌ Consumer ’ s right to cancel an order ➍ Procedures for exchange, return & refund 4

( Act On The Consumer Protection in Electronic Commerce, Etc ) ❖ Notify the followings in an appropriate manner - Requirements and procedures for exchange, return and guarantee of the goods - Matters concerning compensation for damage, settlement of complaints and resolution of disputes between consumers and business operators ❖ Reporting, etc., by Mail Order Distributors - Trade name, address and telephone number - E- mail address, Internet domain name and location of host server computers 5

- Among these targets(Domestic 266, Foreign 145), none of them was 100% legitimate. (unit : number of companies) subdividing Domestic Foreign Obey - - Disobey 266(100% ) 145(100% ) Total 266(100% ) 145(100% ) 6

➌ ➊ ➋ 7

E-Mail : thlee05@ kca.go.kr

ONLI NE DI SPUTE RESOLUTI ON ( ODR) I N BRAZI L The Consum idor . gov.br platform 5-6 September, Tokushima, Japan SENACON/ MJSP National Secretariat for Consumer Affairs Ministry of Justice and Public Security

Consumidor. gov.br is a public alternative consumer dispute resolution platform that allows direct dialogue between consumers and companies to solve consumption conflicts over the internet.

Empowerment, Transparency andCompetitiveness

1) The service allows direct communication among consumers and providers for troubleshooting consumption disputes; 2) It provides essential information to the government to develop and implement public policies for consumer protection; 3) It encourages competitiveness in the market by improving products, services and quality of customer service.

How does it work?

Focus on Trust and Dialog The consumer registers the complaint; The company answers; The consumer evaluates it - citizen empowerment; All actors monitor

It’s free, public and transparent! Voluntary participation and commitment with the solution SLOGAN: “It’yours. It’s easy. Take part.”

 Less information asymmetry  Problems solved in less than 10 days  Positive marketing  Seal ( in development ):

Results

NUMBERS of the Platform Received for 2 million 538 concluded complaints companies registered Period: June, 2014 – June, 2019 XX.XX.2015 a 18.10.2015

in Numbers 2018 99,3% Answered 81 % Complaints 6,7 days Average Answer Time Complaint Resolution index 3,3 609k Concluded Complaints Average Consumer *In 2018 ** 357k: from January to June 2019 Evaluation

Percentage of complains by Area Telecom Other Segments Operators Air Transport E-commerce Banks, Financial Institutions and Credit Card Companies *From January to July of 2019

Thank You! Obrigado! Arigatō ! ありがとう

Panel 4: Dispute Resolution and Redress and New Technologies Ana Catarina FONSECA The Electronic Complaints Book Consumer Directorate-General PORTUGAL

ConsumerDirectorate General - PORTUGAL Central body | Ministry of Economy Consumer Policy -Among duties/functions: • Legislation; • Consumer Information; • Awareness campaigns; • Enforcement; Portuguese Sidewalks, Lisbon • Representation of Portuguese Consumers Interests before European Union; • Coordination of the Portuguese “Consumer Protection System” (…)

Coordination of the Portuguese “Consumer Protection System” Public and private Entities –Enforcers, Regulators, Consumers and Business associations, ADR, Municipalities etc . Dialogue | common initiatives for consumers COOPERATION – key word

COOPERATION – key word Implementation NEW DIGITAL PLATFORM “Electronic Complaints Book”

https://www.livroreclamacoes.pt/inicio

Portuguese Sidewalks, Parque das Nações, Lisbon Electronic complaints book –new digital tool • Gathers and connects all Competent Enforcement Authorities and all Economic Operators; • Consumerssubmitcomplaints, present informationrequestandcompliments, checkthe stateofcomplaints; Disputes occurredonline andoffline

Electronic complaints book – Implementation –TO SUCCED… Two phases as established by the legislation (Decrew-Law) 1 st phase July 2017 –July 2018 All essential public services 2 nd phase Since July 2018 All economic sectors (retail, services, transport, financial services, construction, health, social services, insurance, tourism …)

Electroniccomplaints book – Implementation 21 Competent Authorities connected > 200 000 traders registered > 1 000 000 users 110 955 complaints 80 086 information requests Portuguese Sidewalks - acronyms of 16th century , Póvoa de Varzim .

Portuguese Sidewalks - Municipality Square of Lisbon .

Connect the Alternative Dispute Resolution Bodies (ADR) to the electronic complaints Book Law no 63/2019, August 16 –Mandatory Arbitration in case of consumer disputes under € 5000 .

The Electronic Complaints Book facilitates • Consumer complaints’ handling by public authorities and businesses; • Transparency; • Speed; • Consumer Dispute Resolution.

Portuguese Sidewalks – Rosa dos ventos, Azores . どうもありがとう Dōmo arigatō Thank you ana.catarina@dg.consumidor.pt Ana Catarina FONSECA

Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing (Rospotrebnadzor) Development of information services for consumers

2 Consumer Protection Online Ad Adopt option of ion of Law on Law on online online finan financial omb cial ombud udsman sman (manda (man datory tory pr pre-tr trial ial disput dispute set e settlement tlement in t in the he field of field of insurance and oth insurance and other er financial servi financial services) ces) 2018 2018 Federal Federal Sing Single le 24/7 teleph 24/7 telephone one hot hotli line for ne for consumers consumers Inter Interact activ ive e help li help line ne for for consume consumers rs Robot Robot l lawyer awyer speciali specializing zing on on consumer ri consumer righ ghts protect ts protectio ion n Onli Online ne Dis Disput pute e Reso Resolutio lution (goods and serv goods and services ices) 2019 2019 2019 2019 – deve develop lopme ment nt of of legal legal en envi viron ronment ent (l (laws aws) 2020 – appea 2020 appearan rance ce of of the the fi firs rst t ODR ODR-pl plat atfo form rm Development of dig Developmen t of digital ital plat platform form (por (porta tal) l) for consum for consumers ers 2020 2020 2019 2019 – Con once cept pt an and d te techn chnical ical des desig ign n spe specifi cifica cation tion 2023 2023 2020 – Lau 2020 aunc nch h of of mobil mobile e app app 2023 2023 – Digital Super Service “Consumer Protection Online”

3 Online Resource for Consumers Today - 3 years online - More than 1 million visitors - 75 000 informational materials Challenges ◦ Content development (knowledge data base expansion) 25 thousand materials on products that are not in ◦ Launch of mobile app compliance with mandatory requirements ◦ Improvement of efficiency of search for necessary More than 23 thousand judicial act on consumer information protection claims ◦ Increase web-site traffic, launching interactive assistance elements (Chabot, AI-based assistant, step-by-step 20 thousand federal and regional news instructions, voting on current issues) ◦ Creation of personal accounts and personification of More than 7,5 thousand answers to consumer questions recommended content (based on interests and search history) 2,5 thousand analytical materials ◦ Taking into account location of consumer for search and providing required information 360 information leaflets and guides