1. Quo vadis Consumer Protection Board of Estonia? 6 October 2011 Andres Sooniste

2. Good old times IKT 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”

3. The continuum of Estonian consumer markets 1994 2011 20002005 2010 The establishment of the Consumer Protection Board of Estonia The line for challenges in legislation (local vs. cross-border) and the need for being preventative

4. Services & written appeals Retail of goods & complaints Dynamic of CP portfolio 2002 - F2011

5. 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.

6. 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

7. Consumer Protection Board of Estonia Director General Andres Sooniste Consumer Politic & PR dep. Hanna Turetski Consuming Eenvironment Ddevelopment unit Reelika Irs Administrative dep. Rutt Väljaots Market Surveillance dep. Anne Reinkort Retail unit Anneli Nagel Tourism & Advertising unit Katrin Malm Finance & Communication unit Keit Hints Consumers Service unit Anne Võõras ECC Estonia Kristina Vaksmaa Quality Expert Marje Kokk Chief Layer Peeter MilvereComplaints managementt Marketsurveillance Trader and consumer education educationConsumersComplaints Commission (ADR) CPB ~60 employees

8. 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

9. Our strategic perspective VISION: We will create responsible and trustworthy consumer environment MISSION: We will make justice and knowledge work for the protection of consumer interests VALUES: vigorous,trustworthiness, efficiency

10. 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.

11. Launch of sector based market surveillance § based re-active market surveillance Pro-active sector based market 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

12. Some examples of our communication Marketing campaigns with our epic heroes the Kalevipoeg and hedgehog: YouTube videos: http://www.youtube.com/tarbijakaitseamet

13. Some examples of our communication Our facebook Possibility to submit a complaint via facebook

14. Thank you! Tänud!