1. 1 consumersinternational.org 2nd workshop of ERIA 21-22 January 2010, Jakarta, Indonesia Consumer Organizations Expectations on ICA-NET Indrani Thuraisingham Head, Consumers International Kuala Lumpur Office

2. 2 Role of Consumer Organizations -- Recognition as legitimate voice of consumers -- Protect & promote consumer interests -- Conduct research and generate awareness -- Receive & examine consumer complaints -- Act as consumer watchdog on Businesses -- Feedback and advice to Government consumersinternational.org

3. 3 Advantages of Consumer Organizations -- Proximity -- Trust/ Credibility -- Flexibility -- Commitment -- Autonomy/ Self-reliance -- Responsiveness consumersinternational.org

4. 4 Implications of ICA-NET -- Handling cross border consumer claims -- Education and information -- Promote better business practices -- Sets mandate for affirmative actions -- Advocacy and representation consumersinternational.org

5. 5 Implications of ICA-NET contd... -- Providing accurate and adequate disclosure of information -- Promote fair, responsive and transparent consumer protection enforcement -- Facilitate dispute resolution -- Misleading advertising -- Reduce cross-border fraud consumersinternational.org

6. 6 Expectations on ICA-NET Technological -- Facilitate multi-lingual needs -- Database management-accessibility and usability Educational -- Creating consumer awareness/ outreach -- Build consumer trust on eCommerce consumersinternational.org

7. 7 Expectations on ICA-NET contd... Complaints Handling -- Fact finding/ intermediary -- Provide remedies in law (e.g. refund of money, return/repair/replacement of goods, re-supply of goods, compensation for loss or damage, cancellation of contracts, enforcement of guarantees, etc.) through established multi-lateral network (APEC, ASEAN, ASEAN plus 3 and other regional entities) -- ECC NET- partnerships and networking consumersinternational.org

8. 8 Expectations on ICA-NET contd... Enforcement and Redressal -- Enforcement of consumer protection legislation in implementing countries -- Develop Alternative Dispute Resolution (ADR) schemes -- Mapping consumer policy regimes -- Develop standards on eCommerce -- Promote cross-border cooperation consumersinternational.org

9. 9 CI’s proposed initiative -- Assessment of existing online business to consumer (b2C) ADR in selected countries of AP region - Type of ODR provided - Types of disputes handled - Languages offered - Funding offered - Cost to consumer - Publication of case results consumersinternational.org

10. 10 CI’s proposed initiative contd... Criteria for effective b2c ODR: - Independence/ impartiality - Transparency - Availability for use by consumers - Affordability - Effectiveness etc. consumersinternational.org

11. 11 consumersinternational.org indrani@ciroap.org