research report: consumer protection in senegal (eng)

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Research Report on

Consumer Protection

In Senegal: A Review of Consumer Protection in the Public Health Sector in Senegal

In partnership with

October 2013

Complexe El Mansour, rue Ousmane Socé Diop x rue de Kaolack, Rufisque

P.O. Box 724 Rufisque

Phone: (221) 33 836 65 66 Mobile: (221) 77 636 87 03

Email: adec [email protected] / [email protected] - Site web: www.adecsenegal.org

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Table of Contents Foreword……………………………………………………………………………………. 3

Preface………………………………………………………………………………………. 4

Research Calendar and Team…………………………………………………………….. 5

Introduction…………………………………………………………………………………. 6

Research Methodology……………………………………………………………………. 7

Chapter I: Overview of Consumer Protection in Senegal………………………….....… 8

Section I: The International Environment and Consumer Protection in Senegal 8

I. The International Legal Framework- The UN 1985 Guiding Principles……. 8

A Philosophy of the Guiding Principles……………………….………………. 8

B The Guiding Principles Proper…………………………………...………….. 9

II. International Consumer Protection Institutions….…………………………… 12

C UNCTAD………………………………….………………………………... 12

D The International Consumer Movement…………………………....………… 12

Section II: Consumer Protection Rights of Senegal 13

I. The Consumer Protection Legal Framework………………………………… 13

A General Texts………………………………………………………….………. 13

B Sectorial Texts……………………………..………………………………... 14

B1 The Basic Public Services Sector……………………………………………. 14

B.1.1 Post, Telecommunication and the Information Society……………………… 14

B.1.2 Water and Sanitation………………………………………………………. 15

B.1.3 Electricity…………………………………………………………………… 15

B.1.4 Transportation………………………………………………………………… 15

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B.2 The Health, Hygiene and Pharmaceutical Product Sector………………..…... 16

B.3 Environment sector.…………………………………….……………………. 16

B.4 Financial sector………………………………………………….……………. 17

B.5 Nutrition- Food Safety………………………...……………………………… 17

B.6 Urban, Housing and Property Management sector…………………………… 18

II. Institutional Framework…………………………………………………….. 18

A The Public Sector and Consumer Protection………………………………… 18

A.1 Ministerial departments……………………………………………………… 20

A.2 Regulation……………………………………………………………………. 21

III. Consumer Protection Rights by Associations……………………………….. 27

Chapter II: Protection of Health Users/Consumers………………………………………. 31

I. Results of interviews………………………………………………………….. 31

II. Analysis of results……………………………………………………………. 34

III. Testimonials Illustrating Users/Consumers Perceptions of the Health Sector.. 36

Final Recommendations……………………………………………………………………. 39

Appendices 42

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Foreword

In the relatively distant past, a situation which still survives in our societies today, the

consumer was just a passive observer of market dynamics. Today, irreversible changes of

the sector mean that he now has to play and fulfil hitherto ignored roles and responsibilities.

Such an evolution makes it urgent for appropriate instruments and frameworks to be

deployed. This makes it imperative for the consumer movement to mobilise itself towards

reinforcing consumer protection. In fact, it is necessary for this movement to heed

Consumers International call to proclaim a recognized and protected equitable

enjoyment, together with all its implications. To fight with professionals against inequality at

its level, the consumer movement will need to acquire the capacity to act effectively at the same

time as it raises the mobilisation of its stakeholders. In this light, the United Nations Guidelines

for Consumer Protection, adopted in 1985, and the various laws and models inspired by these

principles can serve as a basis for action.

The proposals made in this document are not only intended for consumers but also target all

state decision makers, businesses and citizens that operate in the consumption sector. They are

rich in substance and it is recommended that different actors take them into consideration and

translate them into concrete measures. Hence, considering the need to evaluate the current state

of consumer protection and its specific stakes, this study also and most importantly proposes

recommendations on how to speedily set the necessary action on the move.

ADEC thus has the wish to constitute the basis for the relaunching of a coordinated national

consumer protection policy that depends both on the commitment of public authorities and that

of market actors.

Maguette Fall

ADEC President

CROCS Administrator

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Preface

The main aim of this study on consumer protection in Senegal is to evaluate mechanisms for

the protection of the rights and interests of this category of economic agents. This study is

only a partial evaluation and not an exhaustive diagnosis since it is based on the perception of

the target in question. The recommendations agreed upon are likely to ease the setting up of an

action plan to reinforce the national consumer protection mechanism.

The sources of this mechanism can be found in Senegalese law, from the dawn of

independence. The basic texts were adopted at this period and have been subject to several

revisions.

For some years now, this mechanism has undergone significant changes, on the one hand, in

the form of a new institutional organisation set up following the adoption of the 2001

Constitution and on the other, in the form of the Directives of the Economic and Monetary

Union of West African States (UEMOA).

Efforts have been made by the Senegalese Government to adapt laws and regulations with a

consumer protection component to this new institutional organisation. Important reforms have

been implemented, for example, those dealing with the regulation of a large number of sectors.

Today, it seems necessary to make urgent improvements and adjustments, not only to preserve

achievements but also to overcome obstacles faced in the Government’s efforts to improve

consumer protection. In fact, the disparity and lack of integration of consumer protection

instruments in Senegal is a major and transversal factor in the consumption sector, acquisition

and reparation of likely damages. These instruments have thus proven to be particularly

inadequate for ensuring the required diligence and security.

This study is thus the result of consultations between consumption actors who compared view

points on the diversity surrounding the issue. The effectiveness of this doubly beneficial

protection (from production to consumption) requires the commitment of all for a transversal

solution to be implemented.

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Research Calendar and Team

Research Calendar 25 August 2013 to 25 October 2013.

Research Team:

Papa Samba Nor NDIAYE

(Senior Researcher, Attorney, Expert in Methodology and

synergizing strategies)

• Coordinate research activities

• Write draft research report

• Propose outline for the White Paper

Alioune FAYE

(Research Assistant, Attorney, PhD Student)

• Revise final report

• Jointly coordinate research activities

• Make detailed and systematic evaluation of texts dealing with

consumer protection in Senegal

Papa Abass DRAME

(Research Assistant, Expert in Business and International Trade)

• Identify and make useful legislative sources available

• Collect factual data

• Write intermediate notes

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Introduction

The report presents the final results of the research carried out by ADEC in partnership with

OSIWA and CI/Africa, on consumer protection in Senegal. These studies are based on

documents of legal texts, applicable in Senegal, compiled to this effect. The study presents

the current state of consumer protection in Senegal. It starts with an analysis of the

institutional framework before tackling the problem of consumer protection. The main

hypothesis in consumer protection, as proposed by this study, is that “defined as any person

spending money to buy and use goods and services, the consumer cannot be assimilated with

public sector consumption or intermediate consumption of goods and services in the

production sector. The notion thus recalls to mind a sequence of choices and actions that

include (selection, purchase, use, maintenance, repair and elimination of any product or

service) (Campbell, 1998), and thus results in obligations”. To verify this hypothesis, it will

be important to find basic information on mechanisms for the defence of consumer rights and

interests. In fact, a partial analysis of their role as economic agents shows that the consumer

is in a disadvantageous position relative to the influence of professionals (producers and

distributors).

To compensate for this disadvantage, consumers have progressively organised themselves into

groups, giving raise to consumerism. As such, the theory of the individualistic consumer is

faced with an opposing vision, a collective and social vision of consumers' interests. This forced

trend can be assimilated to “a defence attitude and action, especially through associations and

organisations, in view of putting pressure on suppliers and public authorities to ensure that the

interests in question are taken into consideration” (Source: Hachette Multimédia 2002/2004).

The movement, which started in the 19th Century in the United States, and in Europe in the

1950s, reached Africa in 1960, a year during which the movement became international thanks

to the action of the International Federation of Consumers' Unions (IOCU) which later became

Consumers International (CI).

The rapid development of this movement has lead to an evolution of consumers into a specific

group of social actors whose interests largely exceed the domain of economics since they

include: the right to education, the right to physical security and health, the right to access to

justice and effective methods of conflict resolution, the right to participate in the process of

making decisions that concern them, the right to ensure the representation of their collective

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interests, the right to access to some basic and general interest services (transport, energy

distribution, potable water supply, telecommunications, etc) as well as the right to a healthy

environment. This requires a coordinated participative process between state actors, business,

civil society representatives (consumer movement) to ensure better and effective fulfilment of

the various responsibilities.

I. Research Methodology

The methodology of this study consisted in listening to and synthetising auditions with

consumers on their perception of consumer protection to be done by the research group between

August and September 2013. More than 30 auditions, carried out through an individual semi-

structured interview and focus groups of different categories of consumers (poor and average

income), with different, sometimes contradictory but complementary experiences and points of

view. The auditions were made on the issue of access to health and pharmaceutical products,

sectors in which basic needs are felt. This methodology proved to be effective since it enabled

“tongue loosening” among the audience which afforded a clear picture of the current real

practices and perception of consumer protection in Senegal. As such, themes or domains

recognized by consumer rights were treated.

Each research team carried out auditions using a written interview guide that consisted of

common core, general questions on the target sectors (see collection tool in the appendix). This

guide was then adapted to each person or category heard, on the basis of their socioeconomic

conditions and level of education. Different subjects linked to consumerism were also

spontaneously mentioned. Also, telephone contributions were used to complement the

hearings often because of constraints of time and/or distance.

Finally, on the basis of the major observations from this audition work, the research team

consolidated its general reflexion. Prospects for the evolution or amelioration of the national

consumer protection mechanism have thus enabled us to make some appropriate proposals.

In concrete terms, this book, which retraces the state of consumer protection in Senegal, shall

be presented as follows:

Chapter I: Overview of Consumer Protection in Senegal

Chapter II: Case study: Health sector user – consumer perception of their protection

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Chapter I: Overview of Consumer Protection in Senegal

The Senegalese consumer, like their counterparts in other sovereign states, evolves in a global

environment influenced by the series of prerogatives derived from texts, both international

(Section I) and national (Section II)

Section I: The International Environment and Consumer Protection in Senegal

Like other sovereign states, Senegal is a stakeholder in the agreements arrived at by resolutions

within the framework of international consultations. This engagement requires that the

recommendations and exhortation of the following instances be taken into consideration:

UNO, AU, CEDEAO, UEMOA, OHADA.

This point of view calls for conformity with the main normative harmonisation or even

standardisation guidelines (Paragraph II) in view of institutionalising the promotion of

consumers’ rights and interests, and especially within the context of economic liberalisation

(Paragraph II).

III. The International Legal Framework

The study of the legal mechanism for the protection of consumer’s rights shall be examined

on the basis of UN Resolution 39/248 adopted during the 106th Session of 09 April, 1985

laying down Guidelines for Consumer Protection.

3.1 The 1985 UN Guidelines

A. Philosophy behind the Guidelines:

The main reason advanced by UNCTAD in 1985 during the adoption of the Guidelines was

clearly the protection of consumers, especially in developing countries, taking into account

“the often precarious position of consumers from an economic and educational point of view,

in terms of bargaining power and considering that the consumer has to enjoy the right of

obtaining products that are not dangerous and that is important to promote just and

equitable economic and social development”.

It is only in 1999 that the said institution added sustainable development to these Guidelines”

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The Guidelines aim:

a) To assist countries in achieving or maintaining adequate protection for their population

as consumers;

b) To facilitate production and distribution patterns responsive to the needs and desires of

consumers;

c) To encourage high levels of ethical conduct for those engaged in the production and

distribution of goods and services to consumers;

d) To assist countries in curbing abusive business practices by all enterprises at

the national and international levels which adversely affect consumers;

e) To facilitate the development of independent consumer groups;

f) To further international cooperation in the field of consumer protection;

g) To encourage the development of market conditions which provide consumers

with greater choice at lower prices

¹See UN Guidelines for Consumer Protection (as extended in 1999)

h) To promote sustainable consumption.

B. The Guiding Principles Proper

1. Governments should develop or maintain a strong consumer protection policy, taking into

account the guidelines set out below and relevant international agreements. In so doing,

each Government should set its own priorities for the protection of consumers in accordance

with the economic, social and environmental circumstances of the country and the needs of

its population, bearing in mind the costs and benefits of proposed measures.

2. The legitimate needs which the guidelines are intended to meet are the following:

a) The protection of consumers from hazards to their health and safety;

b) The promotion and protection of the economic interests of consumers;

c) Access of consumers to adequate information to enable them to make informed choices

according to individual wishes and needs;

d) Consumer education, including education on the environmental, social and economic

impacts of consumer choice;

e) Availability of effective consumer redress;

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f) Freedom to form consumer and other relevant groups or organizations and the

opportunity of such organizations to present their views in decision-making processes

affecting them;

g) The promotion of sustainable consumption patterns.

3. Unsustainable patterns of production and consumption, particularly in industrialized

countries, are the major cause of the continued deterioration of the global environment. All

countries should strive to promote sustainable consumption patterns; developed countries

should take the lead in achieving sustainable consumption patterns; developing countries

should seek to achieve sustainable consumption patterns in their development process,

having due regard to the principle of common but differentiated responsibilities The special

situation and needs of developing countries in this regard should be fully taken into account.

4. Policies for promoting sustainable consumption should take into account the goals of

eradicating poverty, satisfying the basic human needs of all members of society, and

reducing inequality within and between countries.

5. Governments should provide or maintain adequate infrastructure to develop, implement and

monitor consumer protection policies. Special care should be taken to ensure that measures

for consumer protection are implemented for the benefit of all sectors of the population,

particularly the rural population and people living in poverty.

6. All enterprises should obey the relevant laws and regulations of the countries in which they

do business. They should also conform to the appropriate provisions of international

standards for consumer protection to which the competent authorities of the country in

question have agreed. (Hereinafter references to international standards in the guidelines

should be viewed in the context of this paragraph.)

7. The potential positive role of universities and public and private enterprises in research

should be considered when developing consumer protection policies.

8. The following guidelines should apply both to home-produced goods and services and to

imports.

9. In applying any procedures or regulations for consumer protection, due regard should be

given to ensuring that they do not become barriers to international trade and that they are

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consistent with international trade obligations.

10. Governments should intensify their efforts to prevent practices which are damaging to the

economic interests of consumers through ensuring that manufacturers, distributors and

others involved in the provision of goods and services adhere to established laws and

mandatory standards. Consumer organizations should be encouraged to monitor adverse

practices, such as the adulteration of foods, false or misleading claims in marketing and

service frauds.

11. Governments should develop, strengthen or maintain, as the case may be, measures relating

to the control of restrictive and other abusive business practices which may be harmful to

consumers, including means for the enforcement of such measures. In this connection,

Governments should be guided by their commitment to the Set of Multilaterally Agreed

Equitable Principles and Rules for the Control of Restrictive Business Practices adopted by

the General Assembly in resolution 35/63 of 5 December 1980.

12. Governments should adopt or maintain policies that make clear the responsibility of the

producer to ensure that goods meet reasonable demands of durability, utility and reliability,

and are suited to the purpose for which they are intended, and that the seller should see that

these requirements are met. Similar policies should apply to the provision of services.

13. Governments should encourage fair and effective competition in order to provide consumers

with the greatest range of choice among products and services at the lowest cost.

14. Governments should, where appropriate, see to it that manufacturers and/or retailers ensure

adequate availability of reliable after-sales service and spare parts

15. Consumers should be protected from such contractual abuses as one-sided standard

contracts, exclusion of essential rights in contracts and unconscionable conditions of credit

by sellers.

16. Promotional marketing and sales practices should be guided by the principle of fair treatment

of consumers and should meet legal requirements. This requires the provision of the

information necessary to enable consumers to take informed and independent decisions, as

well as measures to ensure that the information provided is accurate.

17. Governments should encourage all concerned to participate in the free flow of accurate

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information on all aspects of consumer products.

18. Consumer access to accurate information about the environmental impact of products and

services should be encouraged through such means as product profiles, environmental

reports by industry, information centres for consumers, voluntary and transparent eco-

labelling programmes and product information hotlines.

II. International Consumer Protection Institutions:

The aim of this chapter is to examine public institutions (A) UNCTAD or private ones (B) the

international consumer movement.

C. UNCTAD

The United Nations Conference on Trade and Development1 (UNCTAD) is a UN organ created

in 1964 with the aim of integrating developing countries in the global economy in order to

facilitate their emergence.

UNCTAD aims to affirm the cohesion of the countries of the South around one major grievance:

rebalancing trade (main claim of Argentine economist, Raul Prebish, who initiated UNCTAD

and served as its first Secretary General and denounced the “deterioration of the terms of trade”),

which implies that countries of the South should access markets in the North and improvement

in the terms of trade. In fact, Third World countries considered that the liberal principles laid

down by GATT did not address problems specific to them.

D. The International Consumer Movement

Consumers International (CI)

CI is a global federation of consumer rights defence groups created in 1960. With more than

240 member organisations in 120 countries, it represents the sole voice of consumers in the

whole world and helps to protect and make consumers independent everywhere.

It is recognized as a public interest organisation in the United Kingdom and participates in all

decisions involving consumers. As such, it is at the centre of a good number of challenges and

opportunities facing the world.

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Its mission is to construct a strong international movement with the aim of fostering consumer

protection and reinforcing its global influence. (For more information, please visit

www.consumersinternational.org).

Its work is based on the fundamental rights of the consumer, including:

The right to safety of products

The right to information

The right to choose

The right to be heard

The right to satisfaction of basic needs

The right to redress

The right to education

The right to a healthy environment

The right to sustainable consumption.

Section II: The Senegalese Consumer Protection Environment

Just as was done during the stage of international analysis, the national analysis shall be done

from two perspectives: the legal mechanism (Paragraph I) and the institutional mechanism

(Paragraph II)

Paragraph I. The Consumer Protection Legal Framework

In Senegal, consumer protection rules and regulations date from the colonial period with the

1936 Law creating a weights and measurements fraud repression service, which was modified

by Law No 66-48 of 27 May, 1966. The latter law has since become the basic text with regard

to the control of foodstuffs and the repression of fraud by a series of laws and rules of varied

general or sectorial scope.

A. General Texts

The Constitution of the Republic of Senegal of 22 January 2001;

UN Guidelines for Consumer Protection of April 1985;

UN Guidelines for Consumer Protection (as extended in 1999);

http://www.consumersinternational.org/

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Regulation No 02/2002/CM/UEMOA of 23 May, 2002 on anticompetitive commercial

practices;

Regulation No. 09/2/006/CM/UEMOA of 23 May, 2003 laying down a Community

Antidumping Code ;

The Civil and Commercial Liabilities Code of the Republic of Senegal;

Law No. 94-63 of 22 August, 1994 on prices, competition and economic litigation in

Senegal;

Law No. 2002-23 of 04 September, 2002 laying down a regulatory framework for Public

Service Concessionaires.

Draft UEMOA community legislation on Consumer Information and Protection

Minutes of thematic group on “Trade and Regional Integration” workshop of Non-state

Actors in Senegal

Dahir No. 1-11-03 of 14 Rabi I 1432 (18 February, 2011) to promulgate Law No. 31-08

to edit consumer protection measures in Morocco;

Draft Senegal Ministry of Commerce sectorial policy letter;

Framework Law No. 2011/012 of 06 May, 2011 setting up Consumer Protection in

Cameroon;

Uniform OHADA Act on Consumption Contracts draft, as revised (on 31 August 2005).

B. Sectorial Texts

B.1. Sector: Basic public services:

B.1.1. Water and Sanitation

Law No. 81-13 of 04 March, 1981 on the Water Code.

Law No. 2009-24 of 08 July, 2009 on the Sanitation Code.

Decree No. 98-555 of 25 June, 1998 on the creation of a Supreme Water Council.

Decree No. 2011-245 of 17 February, 2011 implementing the sanitation code.

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B.1.2. Post, Telecommunication and Information Society

Law No2001-15 of 21 December 2001 on the Telecommunication Code ;

Law No 2008-10 of 25 January 2008 on the General Principle Acton the Information

Society ;

Law No2008-11 of 25 January 2008 on Cybercriminality ;

Law No2008-08 of 25 January 2008 on Electronic Transactions ;

Law No2006-01 of 04 January 2006 on the Post Code ;

Sectorial Policy Letter of the Telecommunication sector ;

Law No2011-01 of 24 February 2011 on the Telecommunication code;

Decree No2003-63 of 07 February 2003 laying down organizational and operation

rules of the Telecommunication Regulatory Agency ;

Decree No2006-822 of 14 September 2006 amending decree 2003-63 of 17 February

2003 laying down organizational and operation rules of the Telecommunication and

Post Regulatory Agency ;

Decree 2012-1508 of 31 December 2010 amending and supplementing Decree No n°

2010-1209 of 13 September 2010 relating to Law No2008-41 of 20 August 2008 on

cryptology in Senegal.

B.1.3. Electricity

Policy Letter on the development of the Energy sector (09 April 2003) ;

Policy Letter on the development of the Energy sector (31 October 2012) ;

Law No98-29 of 14 April 1998 relating to the Electricity sector ;

Law No2002-01 of 10 January 2002 improving and replacing article19, Subsection 4

and 5 and chapter IV of Law No98-29 of 14 April 1998 relating to the Electricity

sector.

B.1.4. Transportation

Law 2003-04 of 27 May 2003 on the General Principle and Organization of road

transport.

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B.2. Health, Hygiene and Pharmaceutical Product Sector

Law No83-71 of 05 July 1983 on the Hygiene Code ;

Law No84-14 of 02 February 1984 on the supervising of agro pharmaceutical specialists

and allied specialists ;

Law No98-08 of 02 March 1998 on hospital reform ;

Law No98-12 of 02 March 1998 on the creation, the organization and the functioning

of Public Health Institutions ;

Law No2008-52 of 24 September 2008 authorizing the President of the Republic to

amend the Convention on Support in case of a nuclear accident of radiology

emergency, adopted by the General conference of the International Atomic Energy

Agency, in Vienna on 26 September 1986 ;

Law No2009-14 on the Code of Ethics for health research;

Decree No74-1082 of 04 November 1974 regulating health care training;

Decree No75-1054 of 17 October 1975 supplementing Article 15 and repealing

Subsection 11 Article 08 of Decree No 74-1082 of 04 November 1974 regulating

the training health care workers;

Decree No81-234 of 13 March 1981, laying down criteria for the setting up of medical

and dentals structures;

Decree No84-503 of 02 May 1984, on the implementation of the 84-14 Law of 02

February 1984 on the supervision of Agro Pharmaceutical specialists and allied

specialists;

Decree No 98-701 of 26 August 1998 on the organization of Public Health care facilities;

Decree No 98-702 of 26 August 1998 on the administrative and financial

organization of public health care facilities;

Order No 4208 of Labour Inspectorate, laying down rules for the implementation of

forty hours of labour per week in hospitals and health care structures.

B.3. Environment Sector

Law No86-04 of 24 January 1986 on the Hunting and Wildlife Protection Code.

Law No98-03 of 08 January 1998 ;

Law No2001-01 of15 January 2001 on the Environment Code;

Law No2003-36 of 24 November 2003 on the Mining Code;

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Decree No 74-338 of 10 April 1974 regulating waste management.

B.4. Financial Sector

CIMA Code establishing an integrated Insurance Company in African States;

The 2004-15 Law of 04 June 2004 on the enhancement of banking services and laws ;

The 2008-26 Law of 28 July 2008 regulating banking in Senegal;

Law No2012-31 of 31 December 2012 on the General Tax Code;

Decree 84-285 of 15 March 1984 relating to the organization of legal form and

transactions of financial structures;

B.5. Nutrition- Food Security

Draft texts representing the normative framework for the safety of animal, plants and

food of the African Economic and Monetary Union;

Regulation No. 007/2007 / CM / UEMOA on the safety of plants, animals and food in

UEMOA;

Law No08-32 of 14 April 1998 No08-32 on the Sea Fishing Code ;

Law No66-48 of May 1966 on food quality control and reduction of frauds ;

Decree 89-543 of 05 May 1989 on the regulation of health and safety inspection of

animals in slaughter house, meat and by-products intended for human consumption;

Decree No 90-969 of 05 September 1990 laying down technical requirement for fish

trade;

Decree No 97-616 of 17 June 1997 on the regulation of the production, the

certification and trade of seeds and plants;

Decree No 99-259 of 24 March 1999 on the quality control of horticultural products;

Decree No 2002-1094 of 04 November 2002 repealing and replacing Decree 02-0258

of 05 July 1962 on animal health policy;

Decree No2003-638 of 21 July 2003 repealing and replacing Decree No 95-79 of 23

January 1995 on the implementation of the NS 03036 Standard in August 1994 ;

Decree No2004-102 of 06 February 2004 laying down production and supply rules in

bakeries;

Decree No68-507 of 07 May 1968 on the regulation of the control of products

intended for human or animal consumption;

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Decree No 68-508 of 07 May 1968 laying down the conditions for research and

recording of the infringement of Law No66-48 of 27/05/1966 ;

Circular No 472 of 20 February 1970 on the control of foodstuffs importation.

B.6 Urban, Housing and Property Management Sector

Urban Code ;

Law No. 64-46 of 17 June 1964 on state property ;

Senegal, law B : O.T, law No. 2004-13 of 1st March 2004 amended ;

Law No. 2008-43 of 20 August 2008 on the Urban Code ;

Law No. 2009-26 of 8 July 2009 amending article 68 of Law No. 2008-43 of 20

August 2008 establishing the Urban Code ;

Law No. 2009-23 of 8 July 2009 on the Building Code (legislative party) ;

Decree 2009-1450 of 30 December 2009 stipulating the regulatory aspect

of the Urban Code ;

Decree No. 2010-99 of 27 January 2010 on the Building Code (regulatory aspect).

Paragraph II. Institutional Framework

Consumer protection in Senegal is the prerogative of the public service (A) and also that of

organisations for the defence of consumers rights (B)

A. Public Service and consumer protection

As a Rule of Law, Senegal has enshrined a plurality of consumers rigths2 implemented by

ministerial department and regulatory organs.

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2 See title II of the constitution of Senegal of 22

January 2001

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A.1) Ministerial Departments

N° Ministries Organs Missions

01

Ministry of Trade,

Entrepreneurship and the

informal sector

Department of Domestic

Trade

Department of External

Trade

National Consumers

council

Prepare and implement the legislation and

regulation on trade activities, notably, those

hinging on competition, and on market and price regulation.

Ensure that the rules on trade exchanges are

adapted to the size and characteristics of the

companies involved in the different sectors of the economy.

In collaboration with the Ministry of

Economy and Finance, they are in charge of

international trade negotiations and are also

involved in the designing and

implementation of African policies on

external trade and prices. Ensures consumer protection.

02

Ministry of Livestock

and Animal Husbandry

Department of Livestock

Department of

Veterinary Services

Contribute to food self-sufficiency,

implements strategies and programs to

increase animal production and improve

on their quality;

Promote training and mentoring of

animal farmers, in a bid to design

projects adapted to the needs of the

population;

Promote the implementation of

processing industries of livestock

products; ensure the respect of law and

regulation in the livestock sector, as well

as supports and mentors farmers and professional organizations;

Ensure the enforcement of the agro-

sylvo-pastoral law and the effective

implementation of instruments and

mechanisms to ensure a sustainable,

participative and integrated

development.

03 Ministry of Agriculture

and Rural Equipment

Department of

Horticulture

Department of

Agriculture

Design strategies and programs to increase

agricultural production and improves on the

output ;

Promote agricultural diversification,

identify productive agricultural sectors, and

intensify and modernise agriculture, to

respect biodiversity principles and

sustainable development.

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04

Ministry of Health and

Social Action

National Sanitation Service

National Food and

Nutrition Service

National Codex

Alimentarius

Committee.

Makes health care accessible to every Senegalese ;

Ensures the supply of medication and covers the health needs of the population;

Supervises public health institutions and

oversees the salaries of general and

specialized staff and a quality technical

support centre.

05

Ministry of Industry and

Mine ASN (Senegalese

Normalization

Association)

ASN shall carry out a general mission to

census the needs in new norms, promote

normalization, train on Normalization

techniques, and improve on the quality of

goods and services...

06 Ministry of Fisheries

and maritime Affairs

Department of

Protection and

Fishing

Surveillance

Department of

Industries and

Fish Processing.

Is in charge of the proper

functioning of the processing sector

of fish products.

07 Ministry of Fisheries and

maritime Affairs

-Department of

Protection and

Fishing

Surveillance

Department of Industries and Fish Processing

Ensures environmental protection; Combats various types of pollution ; Ensures that

pollution-prone activities do not affect the

well-being of the population and environmental quality ;

Guarantees the security of potentially

polluting facilities.

A.2) Regulation

Regarding the cross-sector aspect of consumer protection, its management also factors all other

actions including public action thus, regulation. Consequently, consumer protection should be

a major concern of the regulatory organs. In this vein, the regulated operators are bound to

observe sound professional ethics, geared towards satisfying consumer needs:

- They shall ensure the best quality of products and services put at the disposal of

consumers;

- Ensure the use of advanced technology;

22

- Respect loyal marketing rules;

- Establish affordable prices;

- Design after sales services;

- Implement a customer reception and follow up service (“The customer is king”)

(Customer care, consumer service...);

- Inform consumers;

- Rapidly resolve consumer complaints (Prioritise internal resolution and out of court

settlement).

The regulatory organ shall ensure that the above mentioned imperatives are respected by

operators.

In addition, the regulatory organ by targeting consumer protection protects them from the all

powerful operators, ensuring at the same time the ideal conditions for competition and market

transparency.

The regulatory organ shall ensure the follow-up of transactions among operators. This

intervention shall prevent conflict between operators that are often detrimental to consumer

interest.

In Senegal, the Law No. 2002-23 of 4 September 2002, regulating public service licensed

companies, defines the establishment framework and the organisation of regulatory institutions

of infrastructural services.

Specifies at the same time, what it considers as regulatory missions:

“ Like the international practice in the sector, regulation, in this context, refers to mechanisms

to correct market pit-fall” (...).

Law No. 2002-23 of 4 September 2002, always specify in its explanatory statement, some

fundamental missions of regulatory organs:

(...)

manage price list and access conditions;

23

set up quality standard;

ensure the compliance of established rules;

facilitate the settlement of disputes between operators and between operators and

consumers;

advise to the government, precisely in matters of issuance of licenses and or ownership

dues and on the imposition of penalties for non-compliance with rules and standards in force.

An institution regulating infrastructure services may be specific to one branch, sector or several

sectors. Regulatory institutions are also relevant to security issues in the sectors covered (...).

Article 5 of the 2002-23 Law in stipulates as well that the regulatory body is responsible for the

settlement of disputes between consumers and operators, and must:

(...) act either as a conciliator or, as an agent whose duty is to settle disputes between the

conceding authority and dealers, among firms in regulated sectors, and between businesses and

consumers”

In view of the provisions of the 2002-23 Law, essentially, we have some 10 bodies whose

mission, in Senegal, is in line with control mission, be it horizontal or sector based in various

fields such as: telecommunications and postal services, electricity, water, consumer markets,

audiovisual, public procurement, transportation, oil and gas, and infrastructure.

It is primarily:

The Competition Commission established by Articles 3 and following of the 94-63 Law

of 22 August 1994 on the Price Competition and Economic Litigation;

24

The Regulatory Agency for Telecommunication and Post (ARTP), created by Articles

42 and following the 2001-15 Law of 2 December 2001 on Telecommunication Code,

as amended by the 2006-2 Law of January 4, 2006;

The Regulatory Commission of Electricity Sector (SREC), created by Articles 4 and

following the 98-29 Law of 14 April 1998 on the electricity sector;

The National Water Company of Senegal (SONES), created by the 95-10 Law of April

7, 1995, and the Contract Performance Monitoring Committee SONES / STATE and

SONES / SDE;

The Procurement Regulatory Body (ARM), created by Decree No. 2002-923 of 18

September 2002 establishing and laying down the organization and functioning of the

Procurement Regulatory Body;

The Regulatory Authority for Public Procurement (ARMP), created by the Law No2006-

16 2006 of 30 June amending Law No. 65-61 of 19 July 1965 on the Authority

Obligation Code;

The National Council for Audiovisual Regulation of Broadcasting (CNRA), created by

the Law No2006-04 January 4, 2006, establishing the National Council for Audiovisual

Regulation;

The Dakar Executive Council for Urban Transport Dakar (CETUD), created by the Law

No97-01of 10 March 1997;

National Hydrocarbon Committee (CNH), created by Decree No 98-337 of 21 April 1998

;

The Infrastructure Council, created by the Law 2004-14 of 1 March 2004 establishing

the Council of infrastructure.

These bodies are not necessarily regulators in the strict sense of the word, however, they have

measures put in place regulate and protect consumers-users.

Law No2002-23 of 4 September 2002 remains very clear, particularly in Article 3 in relation to

the mission of consumer protection assigned to regulatory bodies.

25

Thus the aforementioned Article stipulates that: "In every sector under its supervision, the

regulation commission has the following missions:

1. establishes equity in the interests of the conceding authority and investors and

consumers (...);

2. protects equitably the choices and interests of consumers and ensures the protection of

their rights with respect to prices, supply and quality of services. ".

The 2002-23 Law also precise in its statement of reasons, some ways in which the interests of

consumers are taken into account,, including consultation and representation.

Consultation procedures also enable regulatory institutions to have public opinion generally

through:

1. the representation of stakeholders in decision-making bodies ;

2. the organization of public hearings;;

3. the establishment of advisory and consultancy bodies; consumer representation.

The Legislator, in article 4 of the 2002-23 law, highlights the consultative competencies of the

regulatory authority and their obligation to be equitable and concert particularly with associations

of consumers.

“ (...) In the projects submitted to the ministries concerned, public service regulatory institutions

should ensure that the legitimate interests of the conceding authority, companies of regulated

sectors and those of consumers should be protected with respect to any regulatory modifications.

26

“ (...) For this purpose, public service regulatory institutions should concert with the said companies

and associations of consumers before making relevant proposals for any project to the competent

sector ministries concerning them.”

Finally, the 2002-23 law thus states the need for the protection of consumers as one of the

fundamental missions of regulatory authorities.

This approach has been confirmed by many authors like Jean Marimbert, State Adviser and

former Director General of the Telecommunication Regulatory Authority of France who believes

that: “(...) if the main solution for the activity of many, if not most regulators is the quest and

setting up of a sustainable competitive state, the ultimate goal should be the interest of the

consumer. As regulators, we should not consider competition as a means to an end, but rather as

a means to provide tangible satisfaction to the consumer: multiple offers should be made where

monopoly in services existed and sustainable price cuts should be made as much as possible”.

This assertion, widely admitted by the mission for the protection of consumers and directed to

the regulatory authority has been affirmed by the Senegalese legislator within the framework law

and in almost all texts introducing each regulatory body.

However, between theory and practice, the gap remains wide and all the bodies do not effectively

play their role in protecting the interest of consumers. There are constraints in taking the interest

of consumers into consideration. Thus, several hindering factors can be identified in relation to

these regulatory bodies which affects their mission to protect consumers; level of execution of

this mission by these regulatory bodies, settlement of disputes by regulatory bodies, in existing

role of consumer as a regulatory actor and finally difficulties related to recommendations,

procedures and inefficiency in handling disputes.

Finally, together with regulatory bodies, Senegal has established quality control bodies

like the Quality Observatory Financial Services (QOFS/Senegal). The observatory was

created by Decree of 2009-95 of 06 February 2009. It has the following missions:

Promote a financial quality service based especially on a sound competition between

financial services operators;

Popularize financial knowledge among customers and users of financial services;

Contribute to the restoration of public confidence in the area of Financial Services;

27

Curb disputes between operators and financial services clients;

Write up recommendations for supervisory or regulatory authorities and operators

aimed at improving the quality of financial services;

Ensure peaceful settlement of disputes within the framework of financial arbitration.

A. Protection of the rights of the consumer by the association

Associations of consumers are associations whose role is to defend the rights of consumers. The

freedom of association is a fundamental right under the constitutional Law and associations are

governed by the provisions3 of the Civil and Commercial Obligations Code.4

3 see title II of constitution of 22 January 2001, which provides for freedom of association in

Senegal

4 Law No 63-62 of 10 July 1963 on the Civil and Commercial Obligation Code

28

Associations can assist consumers in their disputes with a company or organization. They also

work with States and international organizations to define protections or norms protecting

consumers.

In Senegal, the consumer movement has witnessed an exceptional progress in favour of the

democratic process and promotion of the Rule of Law since the late 1980s.

For example, we can mention the following associations as the most present on the scene:

- Association for the defense of water subscribers, electricity and

telecommunication

Services (ADEETéLS);

- Senegalese Association for the Defence of the Environment and Consumers

(ASDEC);

- Association for the Defence of the Environment and Consumers (ADEC);

- National Consumers Union of Senegal (UNCS);

- Association of Consumers in Senegal (ASCOSEN);

- SOS Consumers, etc.

In order to give more impetus to their actions, the State has shown political will by giving the

opportunity for these associations to be approved by the public authority as attested by Decree

n° 2010-1465 of 8 November 2010 which defines the conditions and procedures for approving

associations of consumers. This will basically give these associations more recognition in a socio

economic context marked by liberalisation5. In this vein, apart from the internal organizational

dynamics and political will of the State to integrate the consumer in the process of rationalization

of the market economy, the Senegalese consumer movement faces many challenges that reduce

the effectiveness of its actions.

In this regard, the survey carried out in this study highlights the limited capacity of the

Senegalese association of consumers in defending the rights and interests of consumers. This

situation is not as a result of the lack of interest but rather a consequence of their challenges with

respect to handling such problems. In fact, the right to be organized, for categories like

consumers should not be limited to a simple formal acknowledgement but goes a long way to

29

strengthen their capacity in order to build good institutions. In every 15 Senegalese associations,

not more than three have a functional seat and permanent staff who are hardly maintained.

The effectiveness of the role of association of consumers depends on their capacity for social

mobilization in relation to behavior change and adverse situations. The associations are therefore

required to conduct permanent activities of collecting, processing and disseminating information

instantaneously. Hence, the need for the availability of skills and resources constitute the major

problems for Senegalese associations.

This entails that associations need the support of government and partners; in the form of yearly

subventions or financial subsides that will enable them:

go beyond volunteering;

establish a predictive and effective management of programs;

have better visibility (local, means of communication and interaction with consumers

and policy makers);

ensure effective representation of functions and contribute to the training of the

population.

5 Law No 94-63 of 22 August 1994 on prices, competition and economic disputes in Senegal

30

However, despite the existence of such a protective mechanism, the consumer in Senegal is

nevertheless faced with preoccupying situations of interference with their rights to enjoy the

multiple plans related to quality standards of production and distribution. Also the settlement of

disputes arising from acts of consumption as attested by some considerations published in the

survey study on access to health care and pharmaceutical products.

31

Chapter II: Case study: Protection of Health Care Users-

Consumers

The investigations were centered on the assessment of health care services by the stakeholders

(professionals and users).

Perception of each other on access to health care;

Constraints in quality services offered;

Factors reinforcing inequality for access to health care;

Alternative proposals for a better adjustment of health care offers;

Aspects aimed at improving an access to equitable rights.

The method adopted for the purpose of this study is that of anonymous survey. A total of an

average of 200 users was interview in the study area. The sample corresponds to a target

population of 2200 users.

As per the number of users and areas, the other targets population is presented as follows:

- Administrators of health care institutions:

175

- Health care providers and none providers:

670

I. Results of interviews

The interviews highlighted different and specific findings that strongly raised the question on

equitable access to health care. In fact, under the general findings, concrete problems identified

were known in terms of deficiency or difficulty identified.

1.1 Administrators of public health care institutions

(Sample size: 175 Number of respondents: 37)

Access to information

32

Results revealed that officials of affected health care institutions involved (100%) are all versed

with the rights of users.

Assessing the quality of services

At this level, respondents had to comment on aspects such as quality and accessibility to the

services offered by their institutions

Thus, for the different quality and accessibility of health care, 82% and 86 % of respondents

described it as satisfactory or even very satisfactory for users. It is noted, however, that a greater

proportion of responses (27%) do not attribute this situation to the national health policy.

Equitable access to health care

This was established using variables like access to cost of actions, use of benefits from profits

for the reduction of costs, full support for the underprivileged and equitable access to health

care. With percentages of positive responses (83%, 91% and 91%), the equitable access to

health care, the opinion of administrators of health care institutions seems to be resolved.

1.2 Staff of public health institutions

(Sample size: 670, number of respondents: 202)

Access to information

The high percentages of negative responses (55% for knowledge of public health policy and

61% for training and information on this policy) are indicators of the ignorance of the rights of

users by a vast majority of the staff. This is a serious gap in relation to the full benefits of the

rights of users.

Assessing the quality of services

The high level of percentages on negative answers (36%, 49%) and of unanswered questions

(50%, 40%) for this section reveals that the greater majority of the staff of health care

institutions describe the quality of services as worthless.

Internal communication

33

The general trend that emerged was the acute lack of internal communication between

certain professional categories at the level of health care institutions.

The quality of services rendered

The overall assessment of health care personnel is very contradictory to the statements of

administrators on this issue.

1.3 Users and Consumers

(Sample size: 3300 number of total respondents: 2132, population and external care: 1912 /

2550; internal care: 220 / 750)

Access to information on health care services

The number of unanswered and negative responses which stood respectively at 61 % and 33%,

reveals that almost all of the population ignores the national health policy. It is the same for the

rights of patients (62% of unanswered questions and 28% of negative responses) whereas it is

highlighted by a national charter.

Access to health care facilities

The index on health care facilities was developed based on variable like distance covered by the

user, travel means and duration between the health care facility and their home.

The percentages of responses like “very far” (32%) reflect a real difficulty of access to

inadequate health care facilities apart from the region of Dakar.

Not treated

The general trend of responses (not treated for lack of money: 30%; lack of medicines 23%)

and unanswered questions (34 and 39%) opposes the equitable access of health care facilities as

affirmed by the administrators.

34

Quality of services

Indicators of this category reflect several aspects of quality such as accessibility (service is easily

accessible, available and offered within reasonable expected time frame), acceptability (service

provided meets the needs of the customers) and relevance (service is offered in an adequate

health care environment).

Answered and unanswered questions, at this level show a somehow negative image of public

health care facilities to people.

The main findings revealed the disturbing contrast between the perceptions of the different

actors. This gives room for more antagonistic than complementary interests. A mobilization to

reverse this situation is also required. Indeed, health care being considered as a public service,

the raison d’être of institutions is to fulfill a mission of permanent service, accessible to everyone

on the basis of transparent management.

II. Analysis of results

The analysis of the results carried out reveals the following considerations in terms of

constraints in offering quality services, factors increasing inequality for access to health care,

challenges on the effective and efficient participation of users-consumers in the management

of health care facilities.

Lack of health facilities:

Senegal has: 20 Public Hospitals, 54 Health Centers, 828 Health Posts, 1776 Rural Health and

Maternity Units and 1162 Private Cabinets and Clinics.

The number of hospitals available to the population gives a ratio of 1 for 515.475, while WHO

standards recommend 1 for 150.000)

Ignorance of the national health policy by almost all users/consumers

The users/consumers have very little knowledge about the process of this policy. The level of

awareness and understanding as well as interest is very low. Only 6% of respondents affirmed

they are aware of it.

35

The inefficiency in the representation of consumers/ users

The associations of consumers working in management committees of health care facilities

are far from undertaking their mission (interface between institutions and users). They

portray a show off attitude instead of being key actors. In fact, such a representation

requires institutional and influential capacities that these associations do not usually have.

.

Lack of mechanisms for informing consumer/users

Associations that are supposed to play this role have never carried out such an activity towards

this direction. No concerted efforts have been done recently between the associations

representing consumers in health care institutions.

Discrepancy in the approval of the national health care policy between the

administrators of institutions and other actors (staff and users).

Demotivated health staff

Similar to the questions asked, a lot of stories were told by many users revealing a

deficiency in the protection of consumer

36

III. Illustrative testimonies related to the perception of users/consumers of health care

The testimonies were voluntarily preserved as written by their authors.

Dakar

“One day we brought a patient to the hospital; we waited for so long that the patient asked

to go home and wait for the Good God.”

* “One day, I took a patient to the hospital with an injured leg. There was no wheelchair to transport and assist him. I was obliged to carry him myself and we waited for so long. In addition to that, the doctors come late while patients get up early.”

* “My sister lost her baby in the womb and it took three days for it to be removed. It was an unbearable situation. The doctor who had to operate her delayed up to 11 pm to come while we were there since 6 am in the morning.”

* “My child had suffered burns and I brought her to the hospital in the absence of the father whom I called and had he to come. I was told that they will not treat him if I don’t give money meanwhile I did not have a dime. After negotiating with the doctors, they treated the child and charged me 15000 francs (bandage, cotton, spirit...)”

* “In Gorom, there is no hospital for women to put to birth. They have to be transferred to Rufisque. My daughter was sick and I had to cause a scandal

before she was taken care of.”

* “I paid 76,000 francs to transport my mother from Ourrossogui to Le Dantec hospital. Once in the hospital and after the treatment with the available resources, I was annoyed with the guard who went as far as hitting me at my age (45 years).”

* “Charles (orthopedist) is very good and tolerant. He even buys medicines to his patients.”

* “The guards are the most annoying because sometimes they throw us out of the hospital while our patients need us and we are obliged to stay at the entrance of the hospital. My mother has been hospitalized for close to one month and I have seen her just once to find out how she is doing.”

* “I have brought my nephew who had stomachache since 2 pm and he was only consulted at 11 pm. It is inadmissible.”

* “My sister suffered from burns and I had to pay 15000 francs for her to be transferred from Ourrossogui to Dakar meanwhile there was an ambulance.”

Fatick

“Lack of infrastructures, trained staff, adequate equipment, drugs ....exorbitant drug and tickets costs.”

Kaolack

“I don’t want this hospital again, I prefer paying my bills in clinics no matter the cost.”

37

Who had to watch over the drip they are negligent”.

*“At the entrance to the hospital, I was very ill but they put on the line until I fainted”

*“I witnessed a scene where the patient was in the delivery room; she was abandoned with her bottle of drip and the nurse went to relax in the waiting room for the bottle to get empty. When we went to wake her up, she jumped and said: ((why did you have to allow the bottle to get empty, the patient had to take just half of the bottle? As if I was the one

* “A nurse put quinine in my battle of drip meanwhile I am allergic. All of a sudden, I started trembling. If not because of the visit of a routine doctor who quickly removed the bottle, I would have been dead. No follow up’’

* “I had a cousin who died because of the negligence of nurses. Her blood test tube was confused with that of another patient who was suffering from another illness. And after prescription of drugs, she bought drugs she was not supposed to take. Unfortunately for her.”

“I don’t want this hospital, I prefer to pay my bills in clinics no matter the cost because I once witnessed an unpleasant scene

of an old man who brought his child to the hospital. Given the fact that the distance from their house to the hospital was very

far, they had to trek in order to get to the hospital. When they got to the gate, they were asked to buy a ticket meanwhile

they did not even have money to pay for their transport fair. They are heartless.”

38

Kolda

“A medical staff is recruited for the local population without any written contractual relationship and such people have no training in health care and administrative management.”

Saint-Louis

“The Ineffectiveness of hospital staff has eventually made laxity to prevail.”

The hospital staff is very unwelcoming. This can be explained by the importance of their duties especially in the morning. Others have systematically refused to respond to the questionnaires, thus opposing a net category. An even those who received our questionnaires,

misplaced them afterwards for reasons they cannot explain. The Ineffectiveness of hospital staff has eventually made laxity to prevail. Of the 20 questionnaires that were given to them, only 10 were recovered.

Thiès

“Less time spent on underprivileged patients with low income”

The incompetence of staff in relation to serious cases. Non-assistance of persons in danger. Less time spent with disadvantaged patients with low income. Lack of respect for patients which is an attitude known by many. Lack of experience of staff.

Lack of a welcoming behaviour at the gate. Patients find them unwelcoming. They also have problems evacuating very sick patients at the gate. They are asked to buy a ticket before crossing the gate.

Ziguinchor

Forgive me, it is my job to treat you but I am unable to do it today because I have stayed for three months without a salary. As children are going back to school, I have no money to pay for my child’s fees so please forgive me.

39

Final recommendations

In view of the foregoing, the protection of consumers calls for urgent changes to be taken

individually and collectively. These changes have to address issues like; difficulty of data to be

taken into consideration, increasing sources of information, massive legal instruments,

reorganization of decision-making environment, imposing new skills at the level of policy

makers, producers, distributors and consumers. Some of these recommendations include:

Participatory governance

Including the mechanisms, processes and institutions of expression of the interests of citizens,

the enjoyment of their rights, fulfilment of their obligations and the settlement of their disputes,

the effectiveness of the intervention of consumer organizations will be according to their levels

of understanding and mastery of areas of representation and participation on behalf of

consumers.

standardization of products and consumer services

Globalization as a contributing factor to the opening of borders generates:

- The proliferation of different products on the local markets and increasing the risk of

dangerous consumption products for consumers,

- Liberalisation whose legislations that does not favour the protection of consumers and

the environment.

Consequently, it is the responsibility of consumers to ensure the analysis of production systems

particularly with respect to the following:

o Legal and policy framework, including laws and regulations and their enforcement

mechanisms;

o Norms and regulatory techniques of consumption products and services in accordance with

Codex;

40

Resort strategies

Resort mechanisms are important components for the actions of consumers. It is essential to

ensure the effectiveness of those established by analysing their strengths and weaknesses.

Emergency management and risk behaviours

Consumer representatives should be adequately equipped to monitor patterns of production and

consumption in progress. They must be able to claim, if need be, transparency and request for

detailed information from decision-makers and sectors concerned.

Constraints at the level of professionalization

Several challenges have limited the effectiveness of organizations of consumers in promoting

human rights and economic interest. The nature of the domain in itself is a constraint.

Low consideration of PDPC

The concept of consumer protection, as formulated by the United Nations is often ignored by

policymakers. The 2002 survey by Consumers International, on the measures taken

by States in order to make effective the provisions of UN Resolution on Consumer Protection

certifies that it is still in its preliminary stage as far as taking into considerations issues related

to the protection of consumers during the elaboration of national policies. It is often considered

in a transversal way, making it difficult to identify a single responsibility, planning advocacy

activities and effectively target institutional partners. An additional difficulty is the need to get

financial resources in order to acquire advice from experts and perform capacity building as well

as planning necessary advocacy activities.

Relationship with policy makers

The relationship between consumer organizations and policy makers should be officially

recognized. A relationship of cooperation should be established with government services and

consumer associations should be considered as partners with similar objectives: equitable

development. At this level, we welcome the recent adoption by the government of a decree

approving associations.

41

Collaboration in research

In essence, consumer organizations should be considered as training frameworks and raising

awareness of consumers. A more direct link between the world of research and the consumer

movement would facilitate progress towards this direction. The objective is not only to improve

upon the dissemination of scientific knowledge but also promote the emergence of new attitudes

and behaviours vis-à-vis the socioeconomic environment.

Contribution to the strengthening of economic integration

The African economic integration is today highly fragmented by the heterogeneity of institutions

and agreements. It is sometimes inconsistent and synergies exploited. Consumer organizations

must invest in the capacity to research and be abreast with international events affecting the

protection of consumers. In this regard, they should participate more regularly in international

forums to promote and defend the views and interests of consumers.

Given the urgency of these challenges, the African Consumer Organization should be supported

in the development of joint action programs with the objective to promote economic integration

at the regional level. Governments, research, development partners and other civil society

organizations could contribute to the adoption of good practices as far as consumer protection

is concerned.

42

Appendices

43

RECUEIL DE TEXTES DE LOIS ET DE REGLEMENTS A

PORTEEPROTECTRICE DES CONSOMMATEURS AU

SENEGAL

Réalisé

dans le cadre de la recherche pour le renforcement de la protection des consommateurs dans trois

pays de l’Afrique de l’ouest, pour la justice sociale et économique, Ghana, Nigéria et Sénégal

SECTEUR

ALIMENTATION ET SECURITE SANITAIRE

TOME 1

Proposition de projets de textes constituant le cadre normatif de la sécurité

sanitaire des animaux, des végétaux et des aliments de l’Union Economique et

Monétaire Africaine(UEMOA)

Octobre 2013

Avec l’aimable collaboration des organisations membres du Cadre Représentatif

d’Organisations Consuméristes au Sénégal (CROCS)

44

RECUEIL DE TEXTES DE LOIS ET DE REGLEMENTS

A PORTEEPROTECTRICE DES CONSOMMATEURS

AU SENEGAL

Réalisé

dans le cadre de la recherche pour le renforcement de la protection des consommateurs dans

trois pays de l’Afrique de l’ouest,pour la justice sociale et économique, Ghana, Nigéria et

Sénégal

SECTEUR

ALIMENTATION ET SECURITE SANITAIRE

TOME 2

Octobre 2013



45

SOMMAIRE

Tome 2 :

- Loi n°66-48 du 27 mai 1966 relative au contrôle des produits alimentaires et à la

répression des fraudes.

- Décret n°68-507 du 07 mai 1968 réglementant le contrôle des produits destinés à

l’alimentation humaine ou

animale

- Décret n°68-508 du 07 mai 1968 fixant les conditions de recherche et de constatation

des infractions à la loi

66-48 du 27/05/1966

- Circulaire n°472 du 20 février 1970 sur le contrôle à l’importation des produits

alimentaires

46



AU SENEGAL

Réalisé



Sénégal

SECTEUR

ENVIRONNEMENT

Tome 1

Code forestier

Code minier

Octobre 2013



47



AU SENEGAL

Réalisé



Sénégal

SECTEUR

ENVIRONNEMENT

Tome 2

Code de l’environnement

Code de la chasse et de la protection de la faune

Octobre 2013 Avec l’aimable collaboration des organisations membres du Cadre Représentatif


48



AU SENEGAL

Réalisé



Sénégal

SECTEUR

ENVIRONNEMENT

Tome 3

Textes réglementaires et normes

Octobre 2013



49

Tome 3 : Textes réglementaires et normes

- Lettre de politique sectorielle de l’environnement.

- Décret n°74-338 du 1I avril 1974 réglementant l’évaluation et le dépôt des ordures

ménagères

- Pollution atmosphérique- normes de rejets.

- Eaux Usées : normes de rejet.

- Norme sénégalaise NSI5-6I sur l’émission des gaz d’échappement des véhicules

terrestres à moteur – valeur limites

admissible et procédures de contrôles.

50

RECUEIL DE TEXTES DE LOIS ET DE

REGLEMENTS A PORTEEPROTECTRICE DES

CONSOMMATEURS AU SENEGAL

Réalisé

dans le cadre de la recherche pour le renforcement de la protection des consommateurs

dans trois pays de l’Afrique de l’ouest,pour la justice sociale et économique, Ghana,

Nigéria et Sénégal

SECTEUR

ENVIRONNEMENT

Tome 4

Gestion des déchets dangereux au Sénégal

Gestion des produits chimiques

Octobre 2013



51

1. Loi n° 92-42 du 10 Juillet 1992, autorisant le Président de la République à apporter

l’adhésion

du Sénégal à la Convention de Bâle sur le contrôle des mouvements transfrontières

de déchets dangereux et de leur élimination, adoptée à Bâle, le 22 mars 1989.

2. Arrêté ministériel n° 852 en date du 8 Février 2002 portant création de la

Commission nationale de gestion des produits chimiques

3. Gestion des déchets dangereux au Sénégal

4. Gestion des produits chimiques

52




Réalisé




SECTEUR

ENVIRONNEMENT

Tome 5

Environnement marin

Octobre 2013



53

Tome 5 :

- Code de conduite pour une pêche responsable.

- Programme régional de conservation de la zone côtière et marine en Afrique de l’Ouest.

- Stratégie Régionale pour les aires marines protégées en Afrique de l’Ouest

54


REGLEMENTS A PORTEEPROTECTRICE

DES CONSOMMATEURS AU SENEGAL

Réalisé

dans le cadre de la recherche pour le renforcement de la protection des

consommateurs dans trois pays de l’Afrique de l’ouest,pour la justice

sociale et économique, Ghana, Nigéria et Sénégal

SECTEUR

SANTE, HYGIENE ET PRODUITS

PHARMACEUTIQUES

Octobre 2013

Avec l’aimable collaboration des organisations membres du Cadre

Représentatif d’Organisations Consuméristes au Sénégal (CROCS)

5 5

1. Loi n°83-71 du 05 Juillet 1983 portant Code de l’Hygiène

2. Loi n°84-14 du 02 Février 1984 relative au contrôle des spécialistes agro

pharmaceutiques et des spécialistes assimilées ;

3. Loi n° 85-23 du 25 février modifiant la loi n°81-58 du 9 novembre 1981 portant

interdiction de la publicité en faveur du tabac et de son usage dans certains lieux

publics.

4. Loi n° 98-08 du 02 Mars 1998 portant réforme hospitalière

5. Loi n° 98-12 du 02 Mars 1998 relative à la création à l’organisation et au

fonctionnement des Etablissements publics de Santé

6. Loi n° 2003-14 du 4 Juin 2003 relative aux mutuelles de santé.

7. Loi n° 2008-52 du 24 Septembre 2008 autorisant le Président de la République à

rectifier la Convention sur l’Assistance en cas d’accident nucléaire en de situation

d’urgence radiologie, adoptée par le Conférence Générale de l’Agence Internationale

de l’Energie Atomique, à Vienne, le 26 Septembre 1986.

8. Loi n° 2009-17 portant Code d’Ethique pour la recherche en santé.

9. Décret n° 74-1082 du 04 Novembre 1974 règlementant les formations hospitalières.

10. Décret n° 75-1054 du 17 Octobre 1975 complétant l’article 15 et abrégeant le 11è

alinéa de l’article 08 du décret n° 74- 1082 du 04 Novembre 1974 réglementant les

formations hospitalières.

11. Décret n°81-234 du 13 mars 1981, fixant les critères de création des cabinets

médicaux et dentaires

12. Décret n° 84-503 du 02 Mai 1984, portant application de la loi 84-14 du 02

Février 1984 relative au contrôle des spécialistes agro pharmaceutiques et des

spécialistes assimilées.

13. Décret n°92-118 du 17 janvier 1992 fixant les obligations particulières auxquelles

sont soumis les comités de santé et portant statuts types desdits comités.

14. Décret n° 98-701 du 26 Août 1998 relatif à l’organisation des établissements publics

de santé hospitaliers ;

15. Décret n° 98-702 du 26 Août 1998 portant organisation administrative et

financière des établissements publics de santé.

16. Arrêté n° 4208 IT du 26-6-1953 fixant les modalités d’application de la semaine de

quarante heures dans les hôpitaux et établissements hospitaliers

17. Arrêté ministériel n°8236 MSP-DPH du 30 juillet 1982 fixant les substances à

mentionner sur les unités de conditionnement du tabac ou de produits du tabac

ainsi que les conditions dans lesquelles la présence de ces substances est

déterminée.

18. Analyse : Arrêté n° 8172 du 11 Septembre 1997, portant création et organisation du

projet d’appui aux mutuelles de santé (PAMS)

19. Arrêté ministériel n°5776 MSP/DES, en date du 17 juillet 2001, portant Charte du

malade dans les Etablissements publics de santé hospitaliers.

20. Circulaire interministérielle n°93 MINT-SEPH du 22 octobre 1975.




Réalisé




SECTEUR

DES SERVICES FINANCIERS

Code général des impôts de la République du Sénégal

Tome 2

LIVRE TROIS : Broit d’enregistrement et taxes assimilées

LIVRE QUATRE : Procédures fiscales

Octobre 2013



5 8



SENEGAL

Réalisé


pays de l’Afrique de l’ouest,pour la justice sociale et économique, Ghana, Nigéria et Sénégal

SECTEUR

DES SERVICES FINANCIERS

Tome 3

Octobre 2013

Avec l’aimable collaboration des organisations membres du Cadre Représentatif d’Organisations

Consuméristes au Sénégal (CROCS)

SOMMAIRE

59

Tome 3 :

- CIMA instituant une organisation intégrée de l’industrie des Assurances dans les Etats

Africains

- Loi 2004-15 du 04 Juin 2004 relative à la promotion de la Bancarisation.

- Loi 2008-26 du 28 Juillet 2008 portant réglementation bancaire au Sénégal.

- Code des assurances

- Décret 84-289 du 15 Mars 1984 relatif au classement à la forme juridique et aux

opérations des Etablissements

Financiers

- Projet de charte de la médiation pour les établissements de crédit, les systèmes financiers

décentralisés et la poste

- Enquête de satisfaction auprès des usagers des services bancaires (ESUB- 2010)

SOMMAIRE

60



SENEGAL

Réalisé



SECTEUR

SERVICES PUBLICS DE BASE

TOME 1

Eau et Assainissement

Octobre 2013



SOMMAIRE

61

Tome 1 : Eau et Assainissement

1- Loi n°81-13 du 04 Mars 1981 portant Code de l’Eau

2- Loi n° 2009-24 du 08 Juillet 2009 portant Code de l’Assainissement

3- Décret n° 98-555 du 25 Juin 1998 portant création d’un conseil supérieur de l’eau

4- Décret n°2011-245 du 17 Février 2011 portant application de la loi sur le Code de

l’Assainissement.

SOMMAIRE

62



SENEGAL

Réalisé



SECTEUR


TOME 2 A

Postes, Télécommunications et Société de l’Information

Octobre 2013



SOMMAIRE

63

Tome 2 A : Postes, Télécommunications et Société de l’Information

1- Directive n° 01/2006/CM/UEMOA relative à l’harmonisation des politiques de

contrôle et de régulation du secteur des télécommunications.

2- Acte additionnel A/SA 1/01/07 relatif à l’accès et à l’harmonisation

des politiques et du cadre réglementaire du secteur des technologies de

l’information et de la communication (TIC) de la CEDEAO.

3- Acte additionnel A/SA 2/01/07 relatif à l’accès et à l’interconnexion des réseaux

et services du secteur des TIC de la CEDEAO.

4- Acte additionnel A/SA 3/01/07 relatif au régime juridique applicable aux

opérateurs et fournisseurs de services de la CEDEAO.

5- Acte additionnel A/SA 4/01/07 relatif à la gestion du plan de numérisation de la

CEDEAO.

6- Acte additionnel A/SA 5/01/07 relatif à la gestion du spectre de fréquences

radioélectriques de la CEDEAO.

7- Acte additionnel A/SA 06/01/07 relatif à l’accès universel/service universel.

8- Lettre de politique sectorielle du secteur des Postes.

9- Lettre de politique sectorielle du secteur des Télécommunications.

SOMMAIRE

64



SENEGAL

Réalisé



SECTEUR


TOME 2 B

Postes, Télécommunications et Société de l’Information

Octobre 2013



SOMMAIRE

65

Tome 2B : Postes, Télécommunications et Société de l’Information

1- Loi n° 2001-15 du 27 Décembre 2001 portant Code des Télécommunications.

2- Loi n° 2006-01 du 04 Janvier 2006 portant code des Postes.

3- Loi n° 2006-02 du 04 janvier 2006 modifiant la loi n°2001-15 du 27

décembre 2001 portant code des Télécommunications.

4- Loi n° 2008-10 du 25 Janvier 2008 portant loi d’Orientation sur la société de

l’Information.

5- Loi n° 2008-11 du 25 Janvier 2008 portant sur la Cybercriminalité.

6- Loi n° 2008-08 du 25 Janvier 2008 portant sur les Transactions Electroniques.

7- Loi n° 2011-01 du 24 Février 2011 portant code des Télécommunications.

8- Décret n° 2003-63 du 17 Février 2003 fixant les règles d’organisation et de

fonctionnement de l’Agence de Régularisation des Télécommunications.

9- Décret 2012-1508 du 31 Décembre 2010 modifiant et complétant le décret n°

2010-1209 du 13 Septembre 2010 relatif à la loi n° 2008-41 du 20 Août 2008

sur la cryptologie au Sénégal.

10- Projet de décret relatif à la certification électronique pris pour l’application de

la loi n° 2008-08 du 25 janvier 2008 sur les transactions électroniques.

11- Projet de décret portant application de la loi n° 2008-12 du 25 janvier 2008

sur la protection des données à caractère personnel.

SOMMAIRE

66




Réalisé




SECTEUR


TOME 3

Electricité

Octobre 2013



SOMMAIRE

67

Tome 3 : Electricité

1- Acte additionnel n°04/2001 portant adoption de la politique énergétique

commune de l’UEMOA.

2-Lettre de politique de développement du secteur de

l’Energie (09 Avril 2003). 3-Lettre de politique de

développement du secteur de l’Energie (31 Octobre

2012). 4-Loi n° 98-29 du 14 Avril 1998 relative au secteur

de l’Electricité.

5-Loi n° 2002-01 du 10 Janvier 2002 abrogeant et remplaçant l’article 19, alinéas 4 et 5 et le

chapitre IV de la loi n ° 98-29 du 14 Avril 1998 relative au secteur de l’Electricité .

6-Règlement des procédures de régulation.

7-Règlement d’application n° 08-2004 relatif à l’instruction des réclamations des

consommateurs.

8- Règlement d’application n°10-2008 abrogeant et remplaçant la section II du règlement

d’application n°06-2003 relatif à la révision programmée du contrat de concession et de

licence de SENELEC.

9-Décision n°2013-10 portant approbation des tarifs plafonds de vente d’énergie électrique

applicables par Energie rurale Africaine(ERA) titulaire de la concession d’électrification

rurale(CER)Kaffrine-Tambacounda-Kédougou aux conditions économiques Du 1er janvier

2003.

10-Mission d’audit des dysfonctionnements du secteur de l’électricité au Sénégal.

SOMMAIRE

68



AU SENEGAL

Réalisé



Sénégal

SECTEUR


TOME 4

Transport

Octobre 2013



SOMMAIRE

69

Tome 4 :

- Loi n°2003-04 du 27 mai 2003 portant orientation et organisation des transports

terrestres

- Le secteur des transports au Sénégal : enjeux et défis pour la réalisation des objectifs

de croissance durable et de

réduction de la pauvreté(compte –rendu du Groupe groupe thématique Transports de

la plate-forme des Acteurs non étatique du Sénégal)

SOMMAIRE

70



AU SENEGAL

Réalisé



Sénégal

TEXTES A PORTEE GENERALE

Tome 1

Constitution de la République du Sénégal du 22 Janvier 2001

Octobre 2013



SOMMAIRE

71



AU SENEGAL

Réalisé



Sénégal


Tome 2

Le nouveau code des obligations civiles et commerciales de la République

du Sénégal

Octobre 2013



SOMMAIRE

72



AU SENEGAL

Réalisé



Sénégal


Tome 3

Exemples de législation en matière de protection du consommateur

Octobre 2013



SOMMAIRE

73

Tome 3 :

- Acte Uniforme OHADA sur le contrat de consommation (avant projet rédigé par

Thierry BOURGOIGNE)

- Projet de législation communautaire sur l’information et la protection des

consommateurs.

- Dahir n°31-08 édictant des mesures de protection du consommateur.

- Loi- cadre n°2011 /012 du 06 mai 2011 portant protection du consommateur au

Cameroun.

SOMMAIRE

74



AU SENEGAL

Réalisé



Sénégal


Tome 4

Octobre 2013



SOMMAIRE

75

Tome 4 :

- Résolution 39/248 de l’Assemblée générale des Nations Unies portant protection du

consommateur.

- Principes directeurs pour la protection du consommateur (avril 1985).

- Principes directeurs pour la protection du consommateur (tels qu’étendus en 1999).

- Règlement n° 09/2003/CM/UEMOA du 23 mai 2003 portant Code communautaire

anti-dumping,

- Règlement n° 02/2002/CM/UEMOA du 23 mai 2002 sur les pratiques commerciales

anticoncurrentielles.

- Loi n° 94-63 du 22 aout 1994 sur les prix, la concurrence et le contentieux

économique.

- Loi n° 2002-23 du 4 septembre 2002 portant cadre de régulation pour les entreprises

concessionnaires de services

publics.

SOMMAIRE

76



AU SENEGAL

Réalisé



Sénégal


Tome 5

LOI MODELE POUR LA PROTECTION DU CONSOMMATEUR EN AFRIQUE

(CONSUMERS INTERNATIONAL)

Octobre 2013



SOMMAIRE

77



AU SENEGAL

Réalisé



Sénégal


Tome 6

Document politique économique et social 2011-2015 de la République du

Sénégal

Octobre 2013



SOMMAIRE

78



AU SENEGAL

Réalisé



Sénégal


Tome 7

Compte rendu de l’Atelier du groupe thématique

Commerce et Intégration régionale de la plate-forme des Acteurs non étatique du

Sénégal

Lettre de politique sectorielle du Ministère du Commerce de la République du Sénégal

Octobre 2013



SOMMAIRE

79



AU SENEGAL

Réalisé



Sénégal


Tome 8

Recueil des textes de la décentralisation

Octobre 2013



SOMMAIRE

80



AU SENEGAL

Réalisé



Sénégal


Tome 9

Octobre 2013


d’Organisations Consuméristes au Sénégal (CROCS

SOMMAIRE

81

Tome 9

- Décret n°60-415/MCI du 23/11/1960 organisant le contrôle des instruments de mesure

dans la République du Sénégal.

- Arrêté n°893/DSEP du 09 février 1957 relatif aux redevances pour contrôles spéciaux

et travaux métrologiques

effectués hors du Bureau à la demande des assujettis

- Arrêté n°8133/M.E.G du 20 juillet 1959 portant soumission des citernes et récipients

mesures à l’étude du Service des

Poids et Mesures et fixant la validité des tables e jauge.

- Arrêté ministériel n°2044 M.C.I en date du 17 février 1961 fixant les conditions

d’agrément des ajusteurs balanciers et

réparateurs des instruments de mesure.

SOMMAIRE

82



AU SENEGAL

Réalisé



Sénégal


Tome 10

DECRET N° 2002-746 du 19/07/2002

RELATIF A LA NORMALISATION ET AU SYSTEME DE CERTIFICATION

DE LA CONFORMITE AUX NORMES

Octobre 2013



SOMMAIRE

83



AU SENEGAL

Réalisé



Sénégal

SECTEUR

URBANISME, HABITAT ET GESTION

FONCIERE

TOME 1

Octobre 2013



84

TOME 1 :

1- Loi n° 63-23 du 7 mai 1963 relative au régime des établissements dangereux,

insalubres ou incommodes (partie législative).

2- Loi n° 64-46 du 17 Juin 1964 relative au domaine national.

3- Code de l’Urbanisme.

4- Loi n° 2004-13 du 1er Mars 2004 modifiée.

5- Loi n° 2008-43 du 20 Août 2008 portant Code de l’Urbanisme.

6- Loi n° 2009-23 du 08 Juillet 2009 portant Code de la Construction (partie législative)

7- Loi n° 2009-26 du 08 Juillet 2009 modifiant l’article 68 de la loi n° 2008-43 du 20

Août 2008 portant Code de l’Urbanisme.

SOMMAIRE

85



AU SENEGAL

Réalisé



Sénégal

SECTEUR

URBANISME, HABITAT ET GESTION

FONCIERE

TOME 2

Octobre 2013



86

TOME 2 :

1- Décret 62-297 du 26 Juillet 1962 portant réglementation des

établissements dangereux, insalubres ou incommodes.

2- Décret 72-611 du 23 Mai 1972 instituant les de sécurité contre les risques

d’incendie et de panique dans les immeubles de grande hauteur.

3- Décret 93-1288 du 17 Novembre 1993, adoptant le Plan national d’organisation

des secours (ORSEC).

4- Décret 93-1300 du 17 Novembre 1993 créant le Comité national de sécurité

civile.

5- Décret 2009-1450 du 30 Décembre 2009 portant partie réglementaire du Code

de l’Urbanisme.

6- Décret n° 2010-99 du 27 Janvier 2010 portant Code de la Construction (partie

réglementaire).

7- Arrêté ministériel n° 18050 M.INT du 9 Décembre 1965 fixant les

consignes applicables au service de surveillance contre l’incendie dans

les établissements ouverts au public.

8- Arrêté ministériel n° 5945 M.INT-P.C. du 14 Mai 1969 instituant les

règles de sécurité contre les risques d’incendie et de panique dans les

établissements recevant du public.

9- Arrêté à p. 742 : Art. G.H. 26.- Mesures générales communes à toutes les

classes d’immeubles de grande hauteur.

10- Arrêté ministériel n° 6793 en date du 22 Juin 2000 réglementant les dépôts

de stockage de bouteilles de gaz combustible domestique.

87

Recueils des textes compilés

8

8

Complexe El Mansour, rue Ousmane Socé Diop x rue de Kaolack, Rufisque -

BP : 724 Rufisque

Tel: (221) 33 836 65 66 Mobile : 77 636 87 03

Email: adec [email protected]

ETUDE SUR LE RENFROCEMENT DE LA PROTECTION DU CONSOMMATEUR

Collecte de données

PERCEPTION SUR LA PROTECTION DES CONSOMMATEURS AU SENEGAL

GUIDE D’AUDITION

I -

Identification

Etat civil

Nom ...................................... Prénom ...................................................

Sexe M

F

Nationalité

~ Sénégalaise

~ Autre à préciser

Situation matrimoniale

~ Célibataire

~ Marié (e)

~ Divorcé (e)

~ Veuf (ve)

Tranche d’âge [18 25) [25 45[ [45 et plus)

P r o f e s s i o n :

Niveau d’étude

~ E lémenta i re

~ S eco n d a i r e

~ S u p é r i e u r

~ C o r a n i q u e

ftp://Email:[email protected]/

8

9

~ A u c u n

II - Salaire

~ Autre à préciser (activité génératrice de revenu)

2.1 Comment se porte votre état de santé ?

~ B o n

~ A ccep t ab l e

~ M a l

~ T r o p m a l

~ M a u v a i s

~ Ne répond pas

9

0

2-2. Quel est votre premier reflexe en cas de maladie ? .................................................

2.3 Oü allez- vous vous soignez en cas de maladie ?

~ H ô p i t a l

~ Dispensaire

~ Poste de santé

~ Médecine traditionnelle

2-4 Vous arrive t-il de tomber malade sans pour autant vous faire soigner ?

~ O u i

~ N o n

~ Si oui pourquoi ? .........................................................................................................

2-5. Disposez-vous d’une boîte de pharmacie dans votre maison?

~ O u i

~

N o n

2.6- Quelle appréciation faites-vous de l’état des structures sanitaires que vous avez

déjà fréquentées ?

~ Manque de personnel

~ Manque d’accueil

~ Manque d’organisation

~ Accès diffici le

~ Manque de professionnalisme

~ Autres à préciser

2.7- Etes - vous satisfait des soins donnés dans les structures de santé ?

~ O u i

~ N o n

2.8- Avez-vous déjà été victime d’un préjudice ?

~ O u i

~ N o n

Si oui lequel ?

2-9. Comment effectuez-vous vos déplacements pour aller vous faire soigner ?

~ Transport en commun,

9

1

- Pourquoi ? ..................................................................................................

~ T a x i

- Pourquoi ? .................................................................................................................

~ P i e d

~ Pourquoi ? .....................................................................................................................

Autre à préciser

2-10- Y a-t-il un agent de santé traitant dans le quartier

? ~ Oui

~ n o n

9

2

2 11. Quel jugement portez-vous sur le coût de la santé au Sénégal ?

~ Trop chère

~ C h è r e

~ Acceptable

2-12. Pensez-vous que vous pouvez revendiquez l’accès au soin ?

~ O u i

~ N o n

2-13. Avez-vous entendu parler de la politique de la Santé ?

~ O u i

~ N o n

2-14. Avez-vous connaissance du transfert de la compétence santé aux collectivités

locales ?

~ O u i

~ N o n

Si oui, en quoi consiste ce

transfert ? ..................................................................................................................

................................................................................................................................................

................................................................................................................................................

2- 15. Qu’attendez-vous de l’Etat dans sa politique de santé ?...................................

III - RAPPORT AUX ORGANISATIONS DE CONSOMMATEUR

3 1. Connaissez-vous vos droits en tant que consommateur ?

~ O u i

~ N o n

~ Si oui lesquels ?

3.2- Connaissez-vous les organisations de consommateurs au Sénégal?

9

3

~ O u i

~ N o n

S i

o u i ,

lesquels ?...........................................................................................................................

Les observations

9

4

TERMES DE RÉFÉRENCE

Appel à propositions de recherche :

Renforcement de la Protection des consommateurs dans trois pays d'Afrique de l'Ouest pour

la Justice sociale et économique

Ghana, Nigéria et Sénégal.

01Août 2013

Avant-propos

Consommateurs international Bureau Afrique (CI Afrique), dans la poursuite de son initiative visant à renforcer les organisations de consommateurs et de protéger les droits des consommateurs en Afrique ainsi que dans le monde entier, est très heureux de collaborer avec l'Open Society Initiative de West Africa (OSIWA) dans la mise en œuvre du projet intitulé : renforcer la Protection des consommateurs dans trois pays d'Afrique de l'Ouest pour la Justice sociale et économique. Le projet est mis en œuvre dans trois pays d'Afrique de l'Ouest — Ghana avec Consumer Advocacy Centre (CAC), le Nigeria avec Consumer Advocacy Organisation (CAO) et Sénégal avec Association de défense des consommateurs et l'environnement (ADEC).

L'objectif global du projet est de contribuer à l'autonomisation des consommateurs individuels par le biais de la réalisation de leurs droits de consommateurs au niveau national et régional en Afrique de l'Ouest. Le projet permettra à des Organisations de consommateurs (OCs) et les consommateurs, en mettant l'accent sur les personnes exclues du marché ou le mal desservis, se renseigner sur leurs droits légaux et les responsabilités, afin qu'ils puissent agir comme habilité pilotes, exigeant un marché économique et socialement just ainsi exercer leur droits des consommateurs et l'accès à la justice si nécessaire.

Le projet met l'accent sur le rôle des individus (à la fois tant que consommateurs et citoyens), comme principaux intervenants qui ont des droits, responsabilités et le rôle que OCs peut jouer comme un élément dynamique du mouvement de la société civile dans la promotion de la justice sociale et économique. Le projet se concentrera également sur le renforcement des capacités du OC. Comme agents du changement en faveur de la protection des consommateurs.

Objectifs principaux du projet :

1) A renforcer la capacité des OCs d'agir comme catalyseur de changement dans la protection des consommateurs, de réparation et d'autonomisation.

2) Pour créer un environnement favorable pour les consommateurs à faire valoir leurs droits, en mettant l'accent sur l'accès à la justice et de réparation au niveau national et régional.

3) Pour mobiliser les consommateurs d'être conscients de leurs droits et leurs responsabilités, leur permettant d'agir en tant que pilotes réels et reconnues pour influencer le marché fondée sur la justice économique et sociale.

9

5

Énoncé des travaux

CI Afrique cherche à engager un chercheur pour chaque pays de mener une étude sur l'état de la protection des consommateurs au Ghana, Nigéria et Sénégal. La recherche devrait entraîner les fonctions clés suivantes :

1. L'examen sur les lois, les actes et les politiques sur la protection des consommateurs dans chaque secteur dans le pays

2. Identifier des mécanismes de renforcement en place 3. Identifier les enjeux/défis avec la législation, les politiques ou les pratiques 4. Identifier les lacunes dans la protection des consommateurs existant 5. Identifier les mécanismes de recours qui existent dans le pays 6. Identifier les lacunes et les défis dans les mécanismes de recours 7. Identifier le rôle des organisations de protection des consommateurs et leur implication

dans des activités de prise de décision 8. Dresser une liste de pro Bono et/ou services d'intérêt public pour la défense juridique

offerts aux consommateurs dans le pays 9. En collaboration avec l’organisation de consommateurs partenaire sur le projet (CAC au

Ghana, CAO au Nigeria et ADEC au Sénégal), identifier un secteur prioritaire pour élaborer un plan de plaidoyer basées sur des faits (fact-based advocacy)

10. En collaboration avec l’organisation de consommateurs partenaire sur le projet, organiser une conception des questionnaires pour un interview de group (one focus group interview) sur le secteur identifié

11. En collaboration avec l’organisation partenaire du projet, conception et exécution de deux entrevues d'enquête et/ou exercices ( 2 mystery shopping exercises) sur le secteur identifié afin de faire sortir ou mettre en évidence les problèmes clés sur les défis du loi de protection des consommateurs ou succès dans ce secteur identifiée en haut

Secteurs à être considérés, mais sans s'y limiter :

1. Alimentation 2. Services financiers

3. Santé et produits pharmaceutiques 4. l’ère numérique et des services publics (p. ex., télécommunications / internet,

électricité, eau) 5. Environnement 6. Transport

Résultats escomptes et/ou les moyens de vérification

1. Bibliographie ou références consultés pour la revue de la littérature sur les lois, les actes et les politiques sur la protection des consommateurs dans chaque secteur dans ce pays

2. Résultats sous la forme d'un livre blanc (white paper) sur l'état de la protection des consommateurs dans le Ghana/Nigéria/Sénégal.

3. Instrument / questionnaires et rapport de synthèse pour l’interview de group (one focus group interview)

4. Instrument / questionnaires et rapport de synthèse sur les entretiens d'enquête et/ou exercices (2mystery shopping exercices)

5. Liste de pro Bono et/ou services d'intérêt public pour la défense juridique offerts aux consommateurs dans le pays

6. Résumé des conclusions et recommandations sur l’étude

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6

Qualifications requises

Expérience passée dans le pays sur la recherche dans le domaine de la consommation est obligatoire pour tous les candidats à prendre en considération.

Expérience spécifique dans les lois de protection et le poilitiques de protection des consommateurs dans ce pays serait an avantage.

Si étudiant- candidat, il/ elle doit avoir une lettre de prise en charge de supervision par la faculté afin d'être considéré.

Les candidats peuvent être des chercheurs indépendants, des institutions ou des organisations de consommateurs qui peuvent démontrer la capacité d'accomplir une tâche requise dans les délais choisis.

Directives de soumission

Tous les chercheurs intéressés et/ou institutions doivent soumettre une proposition, pas plus de 5 pages, à Xaverine Ndikumagenge à [email protected] par dimanche 18 Août 2013 au plus tard.

Propositions doivent porter sur ce qui suit :

Manifestation d'intérêt, motivation, y compris la disponibilité pour effectuer des recherches dans les délais stipulés.

Méthodologie de la recherche proposée et résumé ou aperçu général ou canevas de cette recherche (outline)

Renseignements sur l’expérience du chercheur sur des travaux similaires, y compris les échantillons si possible

Biographie de chercheur proposé Relation, dans le cas échéant, avec l'organisation de consommateurs

participants dans le pays d'intérêt (CAC pour le Ghana), de la CAO pour le Nigeria et l'ADEC pour le Sénégal

Chronologie :

La recherche devrait être menée sur une période de 60 jours du 25 août 2013 au 25 octobre 2013. Voici un point culminant des tâches essentielles qui doivent être complétés au cours de cette période :

Mener des recherches sur l'état de la protection des consommateurs au Ghana, Nigéria et Sénégal.

Rapport sur les résultats de l’étude (livre blanc = white paper) Avec le partenaire sur le projet OSIWA, choisir un secteur pour le

plaidoyer basé sur des faits (fact-based advocacy) En collaboration avec le partenaire, concevoir un questionnaire pour le

groupe de discussion En collaboration avec le partenaire, concevoir les questionnaires pour

les 2 entretiens d'enquête et/ou exercices (2mystery shopping exercices) En collaboration avec le partenaire, d'organiser une entrevue de groupe de

discussion Faire un résumé des constatations sur l'entrevue de groupe de discussion

mailto:à[email protected]

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En collaboration avec le partenaire, organiser deux entretiens

d'enquête et/ou exercices (2mystery shopping exercices)

Faire un Sommaire des résultats sur les entretiens d'enquête et/ou exercices (2mystery shopping exercices)

Rapport FINAL sur le statut de la loi de protection des consommateurs et recommandations dans ce pays

Pour tout renseignement complémentaire, contactez le coordinateur de projet, Xaverine Ndikumagenge à [email protected] .

Consumers International, Office for Africa

Hatfield Rendezvous Building, Ground Floor

37 Hilda Street

Hatfield, Pretoria 0083

SOUTH AFRICA

Tel: +27 (0)12-342-9818

www.consumersinternational.org

mailto:à[email protected]

http://www.consumersinternational.org/

research report: consumer protection in senegal (eng)

Documents

review of consumer protection

public sector

environment sector

public health sector

financial sector

consumption sector

property management

pharmaceutical product