Quo vadis Consumer Protection Board of Estonia?

6 October 2011

Andres Sooniste

Goo

d ol

d tim

esIKT 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”

The continuum of Estonian consumer markets

1994 20112000 2005 2010

The establishment of the Consumer Protection Board of Estonia

The

line

for c

halle

nges

in

legi

slat

ion

(loca

l vs.

cro

ss-b

orde

r)

and

the

need

for b

eing

prev

enta

tive

Services & written

appeals

Retail of goods &

complaints

Dynamic of CP portfolio 2002 - F2011

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.

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

Consumer Protection Board of EstoniaConsumer Protection Board of Estonia

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CPBCPB~60 employees~60 employees

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

Our strategic perspective

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.

Launch of sector based market surveillance

§ based re-active market surveillance

Pro-active sector basedmarket 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

Some examples of our communication Marketing campaigns with our epic heroes the Kalevipoeg and hedgehog:

YouTube videos:http://www.youtube.com/tarbijakaitseamet

Some examples of our communication

Our facebook

Possibility to submit a complaint via facebook

Thank you!Tänud!