1. WORKSHOP ON CONSUMER PROTECTION IN VIETNAM
MEASURES TO RAISE CONSUMER AWARENESS ON THEIR RIGHTS AND INTERESTS
SURENDRA U. KANSTIYA

2. CONSUMER
ANYONE WHO CONSUMES ANY GOODS OR SERVICES, DIRECTLY OR INDIRECTLY, WHETHER HE HAS PAID FOR IT OR NOT, IS A CONSUMER.

3. WHAT CONSUMER WANTS? QUALITY PRODUCTS EFFICIENT SERVICES
TIMELY DELIVERY
EFFICIENT AFTER SALE SERVICE
TRUTHFUL ADVERTISEMENTS
REASONABLE PRICING STRUCTURE
ACCURACY IN WEIGHTS AND MEASURES

4. WHAT CONSUMER GETS ? QUALITITATIVELY DEFICIENT GOODS OR SERVICES
QUANTITATIVELY DEFICIENT GOODS OR SERVICES
EXCESSIVE PRICES
INSUFFICIENT INFORMATION
MISLEADING ADVERTISEMENTS
UNFAIR TRADE PRACTICES

5. 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.

6. CONSUMER RIGHTS 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

7. 1. RIGHT TO BASIC NEEDS
TO HAVE BASIC GOODS AND SERVICES WHICH GUARANTEE SURVIVAL, LIKE FOOD, CLOTHING, SHELTER, HEALTH CARE, EDUCATION.

8. 2. RIGHT TO SAFETY
TO BE PROTECTED AGAINST PRODUCTS, PRODUCTION PROCESS AND SERVICES WHICH ARE HAZARDOUS TO HEALTH OR LIFE.

9. 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.

10. 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.

11. 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

12. 6. RIGHT TO REDRESS
RIGHT TO BE COMPENSATED FOR MISREPRESENTATION, SHODDY GOODS, UNSATISFACTORY SERVICES

13. 7. RIGHT TO CONSUMER EDUCATION
RIGHT TO ACQUIRE KNOWLEDGE AND SKILLS TO BE AN INFORMED CONSUMER THROUGHOUT LIFE

14. 8. RIGHT TO HEALTHY ENVIRONMENT
RIGHT TO A PHYSICAL ENVIRONMENT THAT WILL ENHANCE THE QUALITY OF LIFE

15. CONSUMER RESPONSIBILITIES
1. CRITICAL AWARENESS
2. ACTION
3. SOCIAL CONCERN
4. ENVIRONMENTAL AWARENESS
5. SOLIDARITY

16. 1. CRITICAL AWARENESS
TO BE MORE ALERT AND QUESTIONING ABOUT THE PRICE AND QUALITY OF GOODS AND SERVICES WE USE.

17. 2. ACTION
TO ASSERT AND ACT TO ENSURE THAT WE GET A FAIR DEAL.

18. 3. SOCIAL CONCERN
TO BE AWARE OF IMPACT OF OUR CONSUMPTION ON OTHER CITIZENS, SPECIALLY DISADVANTAGED OR POWERLESS GROUPS.

19. 4. ENVIRONMENTAL AWARENESS
TO UNDERSTAND THE ENVIRONMENTAL CONSEQUENCES OF OUR CONSUMPTION. TO CONSERVE NATURAL RESOURCES AND PROTECT THE EARTH FOR FUTURE GENERARTIONS.

20. 5 .SOLIDARITY
TO ORGANISE TOGETHER AS CONSUMERS TO DEVELOP THE STRENGTH AND INFLUENCE TO PROMOTE AND PROTECT CONSUMER INTERESTS.

21. RAISING CONSUMER AWARENESS
1. GOVERNMENT
2. BUSINESS
3. MEDIA
4. SCHOOLS AND COLLEGES
5.VOLUNTARY ORGANISATIONS

22. 1. GOVERNMENT SUPPORT TO CONSUMER ORGANISATIONS
ENACT CONSUMER FRIENDLY LAW AND ENSURE ENFORCEMENT
CONSUMER POLICY
CITIZEN’S CHARTERS
OMBUDSMEN

23. 2. BUSINESS CODE OF CONDUCT AND SELF- REGULATION
IN-HOUSE CONSUMER SERVICE CELL
CORPORATE SOCIAL RESPONSIBILITY

24. 3. MEDIA 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 ADVERTISEMENT

25. 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

26. 5. VOLUNTARY ORGANISATIONS
EDUCATION & TRAINING
COMPLAINTS HANDLING
PRODUCT TESTING
RESEARCH & SURVEY
LOBBYING & ADVOCACY