Consumer protection requires consumers to have the ability to right the wrongs or to prevent future abuses. This requires access to an effective redress and complaint mechanism. According to data collected through the Road-mapping Capacity Building Needs in Consumer Protection in ASEAN project, only a handful of ASEAN Member States have put in place an effective redress and complaint mechanisms for consumers. In other ASEAN Member States, redress and complaint mechanism are not yet fully responsive. Due to the disparity, there is yet an effective regional or cross-border regional redress mechanism.
This project aims to formulate models for a redress and complaint mechanisms that can be considered, adopted and implemented by ASEAN Member States based on the specific ASEAN Member States context. The project will identify best practices in setting up, implementing and enforcing redress and complaint mechanism from ASEAN Member States and other countries as appropriate, and develop models with clear parameters to guide the subsequent adoption of a specific model by ASEAN Member States. The models will be customised and phased to cater to the general ASEAN Member States and the sub-group countries. The models will serve as a reference to set up or enhance redress mechanisms at the national level, and provide an integrated basis for subsequently establishing an effective regional redress mechanism.
This project has been completed in 2013. Results of this project can be downloaded below:
- Models for Internal Complaint Systems and External Consumer Redress Schemes in ASEAN
- Guidelines for the Selection and Implementation of Complaint and Redress Models