quo vadis consumer protection b oard of estonia ? 6 october 2011
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Andres Sooniste. Quo vadis Consumer Protection B oard of Estonia ? 6 October 2011. Consumer s protectors “ head-ac h e ”. Good old times. IKT sector development. EU & free movement of goods & services. Globalisation & combined services. Consumers habit. - PowerPoint PPT PresentationTRANSCRIPT
Quo vadis Consumer Protection Board of Estonia?
6 October 2011
Andres Sooniste
Goo
d ol
d tim
esIKT sector development
EU & free movement of goods & services
Globalisation & combined services
Consumers habit
Financial crisis & strong inflation
XXI century
Slow recovery of consuming capability
Consumers protectors “head-ache”
The continuum of Estonian consumer markets
1994 20112000 2005 2010
The establishment of the Consumer Protection Board of Estonia
The
line
for c
halle
nges
in
legi
slat
ion
(loca
l vs.
cro
ss-b
orde
r)
and
the
need
for b
eing
prev
enta
tive
Services & written
appeals
Retail of goods &
complaints
Dynamic of CP portfolio 2002 - F2011
Consumer environment of Estonia vs other world
1) Regulation based CP
•Low level of the traders and consumers knowledge;
•Strong regulation and market surveillance
•Low ability to act or react to market changes
2) Market based CP
•High knowledge of consumers value based consuming, strong CP voluntary organisations;
•High responsibility of traders;
•Traders sector based voluntary quality requirements - codes
•Traders initiative to strengthen the CP.
KEY facts about Consumer protection board
Board was formed in 1994 based on Consumer Protection Act and the previous Trade Inspection resources. New additional focus on consumer education.
Number of employees: ~60
Budget 2011: ~1,2 M EURO
Location: Tallinn and regional centers
Method of service: Individual: Advice through contact centre (phone); e-mail; physical service…
Collective: Home page, press releases, press conferences, articles, Radio, TV, Black listing, educational system…
Portfolio 2010: Inspections 5768
Complaints 2870 45 days per cmpl.
Apprises 36283
inc. written appeals 5987 17 days per appeal
Consumer Protection Board of EstoniaConsumer Protection Board of Estonia
Com
plai
nts
Com
plai
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man
agem
ent
man
agem
ent tt
Mar
ket
Mar
ket
surv
eilla
nce
surv
eilla
nce
Tra
der
and
Tra
der
and
cons
umer
cons
umer
edu
catio
ned
ucat
ion
Con
sum
ers
Con
sum
ers
Com
plai
nts
Com
plai
nts
Com
mis
sion
Com
mis
sion
(A
DR
) (
AD
R)
CPBCPB~60 employees~60 employees
The idea behind a well-working consumer environment
Consumer empowerment and
knowledge
Entrepreneurs’ knowledge and responsibility
Well-working consumer
environment
The reasonable balance between legislation and voluntary guidelines
Our strategic perspective
The activities to achieve our objectives
Surveillance
Consumer education• Compulsory education• Promotion and communication•Rising the effectiveness of communication
Entrepreneurs’ education• Compulsory education• Promotion and communication
Organisational capability•Competence and authority of our organisation •Sector based overview about the trends in the consumer markets – our officials are as good specialists as the entrepreneurs
The mechanism of market regulation• Proposals for legislation• Compose guidelines for entrepreneurs•Motivate the creation of quality standards´etc.
Launch of sector based market surveillance
§ based re-active market surveillance
Pro-active sector basedmarket surveillance units:
- Retail of goods- Finance & Communication services
- Tourism & Advertising services
Expected sector-based know-how in unit• EU regulations
• Estonian regulations
• Mapping sector based know-how (operating principles, development and future vision)
• Mapping of systematic consumer/trader conflicts in sector
• Cooperation with trader associations in sector.
• Regular sector – based input to training systems.
• Creation of sector CP vision & activity plan
Some examples of our communication Marketing campaigns with our epic heroes the Kalevipoeg and hedgehog:
YouTube videos:http://www.youtube.com/tarbijakaitseamet
Some examples of our communication
Our facebook
Possibility to submit a complaint via facebook
Thank you!Tänud!