WORKSHOP ON
CONSUMER PROTECTION
IN VIETNAM
MEASURES TO RAISE CONSUMER
AWARENESS ON THEIR RIGHTS AND
INTERESTS

SURENDRA U. KANSTIYA
CONSUMER

ANYONE WHO CONSUMES ANY
GOODS OR SERVICES, DIRECTLY OR
INDIRECTLY, WHETHER HE HAS PAID
FOR IT OR NOT, IS A CONSUMER.
WHAT CONSUMER WANTS?
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QUALITY PRODUCTS
EFFICIENT SERVICES
TIMELY DELIVERY
EFFICIENT AFTER SALE SERVICE
TRUTHFUL ADVERTISEMENTS
REASONABLE PRICING STRUCTURE
ACCURACY IN WEIGHTS AND MEASURES
WHAT CONSUMER GETS ?

QUALITITATIVELY DEFICIENT GOODS
OR SERVICES
 QUANTITATIVELY DEFICIENT GOODS
OR SERVICES
 EXCESSIVE PRICES
 INSUFFICIENT INFORMATION
 MISLEADING ADVERTISEMENTS
 UNFAIR TRADE PRACTICES
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.
CONSUMER RIGHTS
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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
1. RIGHT TO BASIC NEEDS

TO HAVE BASIC GOODS AND
SERVICES WHICH GUARANTEE
SURVIVAL, LIKE FOOD, CLOTHING,
SHELTER, HEALTH CARE,
EDUCATION.
2. RIGHT TO SAFETY

TO BE PROTECTED AGAINST
PRODUCTS, PRODUCTION PROCESS
AND SERVICES WHICH ARE
HAZARDOUS TO HEALTH OR LIFE.
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.
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.
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
6. RIGHT TO REDRESS

RIGHT TO BE COMPENSATED FOR
MISREPRESENTATION, SHODDY
GOODS, UNSATISFACTORY SERVICES
7. RIGHT TO CONSUMER
EDUCATION

RIGHT TO ACQUIRE KNOWLEDGE
AND SKILLS TO BE AN INFORMED
CONSUMER THROUGHOUT LIFE
8. RIGHT TO HEALTHY
ENVIRONMENT

RIGHT TO A PHYSICAL
ENVIRONMENT THAT WILL ENHANCE
THE QUALITY OF LIFE
CONSUMER
RESPONSIBILITIES

1. CRITICAL AWARENESS
 2. ACTION
 3. SOCIAL CONCERN
 4. ENVIRONMENTAL AWARENESS
 5. SOLIDARITY
1. CRITICAL AWARENESS

TO BE MORE ALERT AND
QUESTIONING ABOUT THE PRICE
AND QUALITY OF GOODS AND
SERVICES WE USE.
2. ACTION

TO ASSERT AND ACT TO ENSURE
THAT WE GET A FAIR DEAL.
3. SOCIAL CONCERN

TO BE AWARE OF IMPACT OF OUR
CONSUMPTION ON OTHER CITIZENS,
SPECIALLY DISADVANTAGED OR
POWERLESS GROUPS.
4. ENVIRONMENTAL
AWARENESS

TO UNDERSTAND THE
ENVIRONMENTAL CONSEQUENCES
OF OUR CONSUMPTION. TO
CONSERVE NATURAL RESOURCES
AND PROTECT THE EARTH FOR
FUTURE GENERARTIONS.
5 .SOLIDARITY

TO ORGANISE TOGETHER AS
CONSUMERS TO DEVELOP THE
STRENGTH AND INFLUENCE TO
PROMOTE AND PROTECT CONSUMER
INTERESTS.
RAISING CONSUMER
AWARENESS
 1.
GOVERNMENT
 2. BUSINESS
 3. MEDIA
 4. SCHOOLS AND COLLEGES
 5.VOLUNTARY ORGANISATIONS
1. GOVERNMENT

SUPPORT TO CONSUMER
ORGANISATIONS
 ENACT CONSUMER FRIENDLY LAW
AND ENSURE ENFORCEMENT
 CONSUMER POLICY
 CITIZEN’S CHARTERS
 OMBUDSMEN
2. BUSINESS

CODE OF CONDUCT AND SELFREGULATION
 IN-HOUSE CONSUMER SERVICE CELL
 CORPORATE SOCIAL
RESPONSIBILITY
3. MEDIA
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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
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
5. VOLUNTARY
ORGANISATIONS
EDUCATION & TRAINING
COMPLAINTS HANDLING
PRODUCT TESTING
RESEARCH & SURVEY
LOBBYING & ADVOCACY