世界消費者爭議解決報告

Website:https://shop.ConsumerDisputeResolutionintheWorldffrConsumerDisputeResolutionintheWorldConsumerDisputeResolutionintheWorldvConsumerDisputeResolutionintheWorldACKNOWLEDGEMENTS ABBREVIATIONS 1.INTRODUCTION 12.INTERNATIONALINSTRUMENTSFORCONSUMERDISPUTERESOLUTION 4 3.CASESTUDIES:NATIONALANDREGIONALCDR 9 4.COMMONCHALLENGESANDGOODPRACTICESGLOBALLY 25 5.CONCLUSIONS 37BIBLIOGRAPHY 39ConsumerDisputeResolutionintheWorld1org/sti/ieconomy/38960101.CompetitionLaw/UN-Guidelines-on-Consumer-Protection.7TD/B/C.I/CPLP/11.f10rProtection/working-group-on-consumer-protection-in-e-system/files/information-document/ccpb_E-Commerce_at/system/files/official-document/cic-ConsumerDisputeResolutionintheWorld2uk/government/uploads/system/uppdf)19/20/book/34821ConsumerDisputeResolutionintheWorld3Researchaims,dataandmethodologytheongoinginternationaleffortstoimplementeffectivemechanisms,thisreportseeksto3.WhatarethebestpracticesofselectedCDRmodelsandschemesthatmakethemeffective,andwhatlessonscanbedrawntoConsumerDisputeResolutionintheWorld4222.1TheUnitedNationsGuidelinesforConsumerProtection2223242627TD/B/C.I/CLP/23.frameworkandenforcementnetwoshoulditbecomeavail2.2TheOECDRecommendationonConsumerDisputeResolutionandRedress282931ConsumerDisputeResolutionintheWorld5governmentswithaframeworktohelpconsumersandcoversdisputesinbothdomesticanandrecognizesthatconsumandthatconsumersandbusinessesshouldfirstattempttoresolvetheirdispuseekingrecoursethroughthird-partymechanismItcontainsguidanceondomesticframeworksforaddressesguidanceonprivatesectorcoopeonmechanismsforcollectingconsumercomplaintsandanalyzingmarkettren2.3TheHagueConventionofPrivateInternationalLaw3332See:/en/instr33See:/en/inst2.4UNCITRALTechnicalNotesonOnlineDisputeResolutionInternationalTradeLaw38non-binding,descriptiveinstrument,whichincludedconsumerdisputes,andaim“toassisparticulardevelopingcountriesandStatesweconomiesareintransition,ODRadministratODRplatforms40,n5See:/de/inst/36See:https://www.hcch37Availableat:https://assets.hcch38See:https://unci39files/media-documents/uncitral/en/v1700382_english_40/files/media-documents/uncitral/en/v1700382_eng-ConsumerDisputeResolutionintheWorld6systems.”41time.”422.5TheEuropeanUnionconsumerlegalsystem424344COM%282020%29696%20final.ENG.xhtml.2_EN_ACT_rrrf2.5.1SubstantivelawonconsumerprotectionSubstantivelawisasetoflawsthatdefinerightsandobligationsofthepartiesgovernedbyonconsumerprotectiontakemostlytheformofDirectives,whichsetoutthecommongoalsthatallMemberStatesmuchachievecndallowindividualcountriestodevisetheirownlawsonhowtoreachthosegoals.45ThismeansthatanationalactoftranspositionisnecessaryforaDirectivetotakeeffect,eventhoughConsumerprotectiondirectivestendtopromotemaximumharmonisationtowardsanuniformsetofrulesapplicabletothewholeEuropeanUnion.However,sinceconsumerprotectionissuesareasharedcompetencebetweentheEuropeanUnionanditsMemberStates(articl45https://european-union.europa.eu/institutions-law-budget/law/types-legislation_en#:~:text=A%20%22direc-tive%22%20is%20a%20legislative,how%20to%20ConsumerDisputeResolutionintheWorld7FunctioningoftheEtocoexistinglegalregimesamongMemberStates.salescontractsandservicescontracts,2.5.2ProcedurallawonCDR46See:47See:https://eumary/consumer-information-right-of-withdrawal-and-other-consumer-rights.html#:~:text=Directive%202011%2F83%2FEU%20aims,particularly%20for%20con-50515255thef592.5.3Privateinternationallaw(orconflictoflaws)frr545556575859See:https://www.bj.admin.ch/bj/en/homeConsumerDisputeResolutionintheWorld8Regulation.”ConsumerDisputeResolutionintheWorld9www.law.ox.ac.uk/sites/files/oxlaw/-_a_model_for_a_na-ff3.1Brazil81f82NationalCDRplatform:C.br8081fConsumerDisputeResolutionintheWorldff3.2ChinaConsumerDisputeResolutionintheWorld3.2.1NationalCDRplatform:1231584Availableat:https://www.jpmorgan.treasury-services/documents/global-e-commerce-trends-f3.2.2ChinaConsumersAssociationtheirlocalconsumerassociationswherebinformationintooneoftwostaffofconsumerassociationsftransfer,casehandlingandoutcomerecordinE-commerceConsumerRightsPrformajordomestice-commerceplatformsthatae-commerceplatformtoaddressconsumercomplaints,theSystemalsoprovidesthird-partymediationinsituationswherethepartiescannotConsumerDisputeResolutionintheWorld3.2.3OtherCDRsystems:Businessin-houseservicesandInternetcourtsGuangzhou90toresolvedisputesarisingfrintellectualproperty.Somecourtsisthedevelopmentofmobileapps,aimstoreducethecomplexityofe-litigationillustratehowemergingtechnolog3.3ColombiaAsabackdroptothegrowingdemandforeffectiveCDRplatforminthecountry,Colombiahasthethird-largeste-commercemarketinLatinAmerica,accordingtoStatista.92ColombiasawarevenueofUS$7billionin2021,93anditse-commerce88899092See:/topics/6005/e-comme93See:/eimatedtobegrowingatanannf6percentbetween2021and2025,onparwiththeglobalaverage.In2021,40percentoftheColombianpopulationhavemadeatleastoneonlinepurchase,whichamountstoroughlyfr94969799ConsumerDisputeResolutionintheWorldtheplatformautomaticallypromeetingbetweenthedisputingparties,withtheislimitedto45Theaboveshowssomepotentialdrawbacvisuallyconnectedwiththebusineinworkingtoresolvedispute,especiallywhenthvolumesofdisputeclaimsin2020duecomparedtopreviousyears,104ithelpedconsumersbyremovingtheneedtoperiodsthroughitsremote,nation-wideoperations.inturneasesbudgetconstrincludingthoserelatedtothepandemic.andharmonizingworktostrengthencooperationwithothernationalauthooperationswiththeChamberofCommerce.106Bypromotingacultureofbettandcustomerservice,theplatformdrinadditiontopublishingdataoncompeducationandawareness-raisingcampaignsviaoutreacheventsandcommunicationsonlineandin-andmisperceptionsaboutSIC-Fforvulnerablepopulationssuchaspeoplewithrcitizens.107AlthoughSIC-Facilitacurrregulatoryframeworkuponwhichthenatoallowittohandlecross-borderdisputesfiledrequiresthatthedisputeconcernaColombia-basedbusiness,orane-commercebusinessridentitycard.1083.4Mexico /design/DAE7AGWjNBQ/dw4-bRV5FCyQA-afLBim1Qw/view?utm_content=DAE7AGWjNBQ&utm_campaign=designshare&utm_medium=link&utm_ConsumerDisputeResolutionintheWorld3.4.1NationalCDRplatform:Concilianet2008111knownasConcilianet.112Thisgovernment-operatedCDRDividedintofoursectionssectiontwostatesconciliationproceduresofflineandviaConcilianet;113arbitration;sectionfourcoverslegalproceduresfornon-compliance.114Concilianetallowsconsumerandbusinessnegotiationknownas‘Pre-conciliation.’Ifthetics.Availableat:/jpm/treasury-services/documents/global-e-commerce-Availableat:https://www.jpmorgan.treasury-services/documents/global-e-commerce-trends-See:https://www.crdp.umontreavelles/2017/10/17/concilianet-9-years-of-oofconciliationhearing,whichcanbeconductedthroughtheplatform.Ia‘GroupConciliation’procedurewhichallowsofsectorsincludingtelecommunications,116certaincertainfoodservicesoverproductsafety,advertisingandcombehaviourandproductsandservices,e-commercetermsandconditions,consumereducation,andfsuchasmedicalserprotectionandcompetition.In2020,Concilianetprocessed11,820dispuwhichshowsitseffectivenesscommunicationchannelstoincreaseparticipationandpublicitythroughconsumermagazinestorConsumerDisputeResolutionintheWorldreceivesthedisputefromconsumerthroughitiscompetenttoacceptthecaseandproceed.mediationorconciliationheWhentheconciliationprocessiscompleted,theTwooutcomes,bothofwhicmaycarryoutadministratofbusinesseswiththehighestnumbeconformities118rankedbynumberofconsunon-compliance.119Inthesecondmattertoanothercompetentauthorityorbeforethewastingresourcesandinconsconductsconsumersatisfactionsurveystoensurewhile79percentfoundtheservicestobconsumption,PROFECOalsocarrieducation,training,andawarenesscampaignsbydisseminatinginformationthroughmultipledigitalchannels,includingoutreachtoconsumerorganizations.1213.4.2Arbitrationandcross-borderCDRservicesrdispute,theycanvoluntarilysubmitrequestfor1arbitrationcasesandhelpedconsumersrrThis‘stepped’or‘tiered’approachtoorganizinganotheroptiontoescalatetheircase,sothajustice.servicesandassistanceforcross-borderconsumerdocumentationwithrespecttothedisputebypartiestoconductaconciliationbyteleph/andhttps://www.gob.mx/profeco/documentos/concilia-ConsumerDisputeResolutionintheWorld3.5TheNetherlands128129TheDutchnationalCDRschemeandplatformr135rrConsumerDisputeResolutionintheWorld138 f3.6Portugalf3.6.1ThePortugueseConsumerAgency(https://ec.europa.eu/info/law/law-topic/consumer-protec-Availableat:https://www.jpmorgan.cotreasury-services/documents/global-e-commerce-trends-ConsumerDisputeResolutionintheWorldalsooverseesandcoordinatesapublicwell-k‘BookofComplaints.’Thisiscitizentool”144thatalltradersandservicesprovidersactionsandsanctionsbasedontheirthecompetentCDRbodieswithwhomtheyshouldcomplaintsregardlessofthesectorsconcernedorbelowfocusesonthenetworkbodiesthattogetherformtheb3.6.2NationalnetworkofCDRbodiesfftaryarbitration,Lawnumber31/86.ConsumerDisputeResolutionintheWorld1561593.7TheUnitedKingdomrrr167lex.europa.eu/LexUriServ/LexUriServ.do?uri=O-/sites/default/files/Al-ternative-Dispute-Resolution-Regulations-2015-guidanrbriefings.files.parliament.uk/documents/CBP-7336/CBP-ConsumerDisputeResolutionintheWorld3.7.1StatutoryCDR:173FinancialOmbudsmanServicetheUnitedKingdom:FinancialOmbudsmanombudsmanschemeintheUnitedKingdomandintheworld.Itisapublicbodythatprovideslasingleaccesspointforconsumerstoraisefinancialdisputesfreeofcharge.174Numberingaround2700,FOSemployees,comprisedmainlyofcasehandlersandombudsmen,possessawidecom/book/348rangeoftechnical,academic,andprofessionalqualificationsandexperience.175FOSreceivesfundingfrdirectlyorthroughtheFinancialConductAuthority(FCA),includinga‘groupaccountfee’fromeightmajorfinancialinstitutionalgroupsintheUnitedKingdom,176andlevycollectedthroughcompulsoryjurisdictionandfromvoluntaryjurisdiction.177FOSoutsidethegroupaccount,beforeafeeofGBP750isrequiredforeachcaseoverthatlimit.InorderforFOStohandleacompladecision,theconsumerneedstoshowthattheyhaveattemptedtocontactthebusinesstoresolvethedispute.Thecasehandlingprocessinvolvesaninitialassessmentandfinalbindingdecision,thelatterofwhichissentbyemail.AlthoughScurrentlyprovidesrreceivingdisputes,theyareworkingondevelopingadigitalportalthatcoverstheentireconsumercomplaintprocess.178rrConsumerDisputeResolutionintheWorld3.7.2VoluntaryCDRbodies3.8TheEuropeanUnionr3.8.1TheEuropeanODRPlatformr192191Availableat:https://ec.europa.eu/info/sites/default/files/2021-report-final.pdfec.europa.eu/consumers/odr/main/?event=main.home.ConsumerDisputeResolutionintheWorld193odr/resources/public2/documents/consumer_rights/EN/195fSee:https://ec.europa.eplaint/european-consumer-centres-network-ecc-net_enconsumers-dispute-resolution/informal-dispute-resolution/See:https://esumer-protection-policy/our-partners-consumer-issues/See:https://ec.europa.banking-and-finance/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-net-work-fin-net/fin-net-network/about-fin-net_enandhttps://ec.europa.eu/info/business-economy-euro/banking-and-finance/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net/make-complaint-about-financial-service-provider-another-197See:https://europa.eu/youreurope/citizens/consumers/consumers-dispute-resolution/formal-legal-actions/in-ConsumerDisputeResolutionintheWorldcomplexdisputes,the90-dayperiodforcompletingthe90-dayperiodcanbeextentwice(toamaximumof270dayseumonitor.eu/9353000/1/j4nvhdfdk3hydzq_j9vvik7m1c-3gyxp/vl27h6rltqyt200Availableat:https://ec.europa.eu/info/sites/default/files/2021-report-final.pdf2013.8.2ECCNetrr3.8.3BinationalECC:ECCFranceandECCGermanyConsumerDisputeResolutionintheWorldConsumerDisputeResolutionintheWorldimpactconsumers.Selecteddeployedtocounterthes