Under the UN Guidelines for Consumer Protection, governments should establish or maintain legal and administrative measures to enable consumers or, as appropriate, relevant organisations, to obtain redress through formal or informal procedures that are expeditious, fair, inexpensive and accessible. In particular, such procedures should take into account the needs of low-income consumers. Governments should also encourage all enterprises to resolve consumer disputes in a fair, expeditious and informal manner, and to establish voluntary mechanisms, including advisory services and informal complaints procedures, which can provide assistance to consumers. Last but not least, information on the existing redress mechanism and procedures should be made available to consumers.
To be able to do this, personnel of government agencies involved in consumer protection require specific expertise and knowledge in the workings of consumer protection mechanisms. This project aims to strengthen capacity of government agency personnel through the design, development and delivery of training programs on specific technical skills within 6 core areas (product safety and labeling, phone and internet services and e-commerce, consumer credit and banking, environment, healthcare services, professional services) as well as soft skills required to facilitate customer redress. Technical documents have been produced for each core area, and training for trainer were conducted for government staff of relevant ministries in each ASEAN Member States.
Download the materials here.