W ORKSHOP ON CONSUMER PROTECTION IN VIETNAM

1. WORKSHOP ON CONSUMER PROTECTION IN VIETNAM MEASURES TO RAISE CONSUMER AWARENESS ON THEIR RIGHTS AND INTERESTS • SURENDRA U. KANSTIYA

2. CONSUMER • ANYONE WHO CONSUMES ANY GOODS OR SERVICES, DIRECTLY OR INDIRECTLY, WHETHER HE HAS PAID FOR IT OR NOT, IS A CONSUMER.

3. WHAT CONSUMER WANTS? • QUALITY PRODUCTS • EFFICIENT SERVICES • TIMELY DELIVERY • EFFICIENT AFTER SALE SERVICE • TRUTHFUL ADVERTISEMENTS • REASONABLE PRICING STRUCTURE • ACCURACY IN WEIGHTS AND MEASURES

4. WHAT CONSUMER GETS ? • QUALITITATIVELY DEFICIENT GOODS OR SERVICES • QUANTITATIVELY DEFICIENT GOODS OR SERVICES • EXCESSIVE PRICES • INSUFFICIENT INFORMATION • MISLEADING ADVERTISEMENTS • UNFAIR TRADE PRACTICES

5. CONSUMER IS KING • A CONSUMER IS THE MOST IMPORTANT VISITOR ON OUR PREMISES. HE IS NOT DEPENDENT ON US. WE ARE DEPENDENT ON HIM. HE IS NOT INTERRUPTION IN OUR WORK – HE IS THE PURPOSE OF IT. WE ARE NOT DOING HIM A FAVOUR BY SERVING HIM. HE IS DOING US A FAVOUR BY GIVING US AN OPPORYUNITY TO SERVE HIM.

6. CONSUMER RIGHTS • 1. RIGHT TO BASIC NEEDS • 2. RIGHT TO SAFETY • 3. RIGHT TO INFORMATION • 4. RIGHT TO CHOICE • 5. RIGHT TO REPRESENTATION • 6. RIGHT TO REDRESS • 7. RIGHT TO CONSUMER EDUCATION • 8. RIGHT TO HEALTHY ENVIRONMENT

7. 1. RIGHT TO BASIC NEEDS • TO HAVE BASIC GOODS AND SERVICES WHICH GUARANTEE SURVIVAL, LIKE FOOD, CLOTHING, SHELTER, HEALTH CARE, EDUCATION.

8. 2. RIGHT TO SAFETY • TO BE PROTECTED AGAINST PRODUCTS, PRODUCTION PROCESS AND SERVICES WHICH ARE HAZARDOUS TO HEALTH OR LIFE.

9. 3. RIGHT TO INFORMATION • RIGHT TO BE GIVEN THE FACTS THAT ARE NEEDED TO MAKE INFORMED CHOICE OR DECISION. TO BE PROTECTED AGAINST MISLEADING ADVERTISEMENTS OR LEBELLING.

10. 4. RIGHT TO CHOICE • RIGHT TO HAVE ACCESS TO VARIETY OF PRODUCTS AND SERVICES AT COMPETITIVE PRICES WITH AN ASSURANCE OF SATISFACTORY QUALITY AND SAFETY.

11. 5. RIGHT TO REPRESENTATION • RIGHT TO BE REPRESENTED SO THAT THE CONSUMERS INTERESTS RECEIVE FULL AND SYMPATHETIC CONSIDERATION IN FORMULATION AND EXECUTION OF ECONOMIC POLICIES

12. 6. RIGHT TO REDRESS • RIGHT TO BE COMPENSATED FOR MISREPRESENTATION, SHODDY GOODS, UNSATISFACTORY SERVICES

13. 7. RIGHT TO CONSUMER EDUCATION • RIGHT TO ACQUIRE KNOWLEDGE AND SKILLS TO BE AN INFORMED CONSUMER THROUGHOUT LIFE

14. 8. RIGHT TO HEALTHY ENVIRONMENT • RIGHT TO A PHYSICAL ENVIRONMENT THAT WILL ENHANCE THE QUALITY OF LIFE

15. CONSUMER RESPONSIBILITIES • 1. CRITICAL AWARENESS • 2. ACTION • 3. SOCIAL CONCERN • 4. ENVIRONMENTAL AWARENESS • 5. SOLIDARITY

16. 1. CRITICAL AWARENESS • TO BE MORE ALERT AND QUESTIONING ABOUT THE PRICE AND QUALITY OF GOODS AND SERVICES WE USE.

17. 2. ACTION • TO ASSERT AND ACT TO ENSURE THAT WE GET A FAIR DEAL.

18. 3. SOCIAL CONCERN • TO BE AWARE OF IMPACT OF OUR CONSUMPTION ON OTHER CITIZENS, SPECIALLY DISADVANTAGED OR POWERLESS GROUPS.

19. 4. ENVIRONMENTAL AWARENESS • TO UNDERSTAND THE ENVIRONMENTAL CONSEQUENCES OF OUR CONSUMPTION. TO CONSERVE NATURAL RESOURCES AND PROTECT THE EARTH FOR FUTURE GENERARTIONS.

20. 5 .SOLIDARITY • TO ORGANISE TOGETHER AS CONSUMERS TO DEVELOP THE STRENGTH AND INFLUENCE TO PROMOTE AND PROTECT CONSUMER INTERESTS.

21. RAISING CONSUMER AWARENESS • 1. GOVERNMENT • 2. BUSINESS • 3. MEDIA • 4. SCHOOLS AND COLLEGES • 5.VOLUNTARY ORGANISATIONS

22. 1. GOVERNMENT • SUPPORT TO CONSUMER ORGANISATIONS • ENACT CONSUMER FRIENDLY LAW AND ENSURE ENFORCEMENT • CONSUMER POLICY • CITIZEN’S CHARTERS • OMBUDSMEN

23. 2. BUSINESS • CODE OF CONDUCT AND SELF- REGULATION • IN-HOUSE CONSUMER SERVICE CELL • CORPORATE SOCIAL RESPONSIBILITY

24. 3. MEDIA • ADEQUATE COVERAGE TO ACTIVITIES OF CONSUMER ORGANISATIONS • REGUALAR COLUMN ON CONSUMER EDUCATION • SPECIAL SUPPLEMENTS ON CONSUMER PROTECTION • INTERVIEWS WITH PEOPLE ENGAGED IN CONSUMER GUIDANCE ACTIVITIES • PUBLICATION OF JUDGMENTS ON CONSUMER PROTECTION CASES • REFUSING TO RELAESE MISLEADING ADVERTISEMENT

25. 4. SCHOOLS AND COLLEGES • INCORPORATING CONSUMER EDUCATION AT SCHOOL AND COLLEGE LEVEL. • BASICS OF CONSUMER PROTECTION AT SCHOOL LEVEL • LEGAL ASPECTS OF CONSUMER PROTECTION AT COLLEGE LEVEL

26. 5. VOLUNTARY ORGANISATIONS EDUCATION & TRAINING COMPLAINTS HANDLING PRODUCT TESTING RESEARCH & SURVEY LOBBYING & ADVOCACY