Ana Catarina FONSECA The Electronic Complaints Book Consumer - - PowerPoint PPT Presentation

Panel 4: Dispute Resolution and Redress and New Technologies

Consumer Directorate-General PORTUGAL Ana Catarina FONSECA

The Electronic Complaints Book

ConsumerDi Direct ector

• rate G

e Gener eral - PORTUG UGAL

Cen entr tral b bod

• dy | Minis

istry o

• f E

Econ

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Con

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r Policy -Among d

duties/funct ctions:

• Leg

egislation

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• Consumer

er I Infor

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• n;
• Awareness c

s campaign gns; s;

• Enfor
• rcem

emen ent;

• Repres

esen entation

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Portugues ese e Consumers I Inter eres ests b befor

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e Europ

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ean Union

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• Coor
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• f the Port
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guese “C “Con

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• tection
• n System” (

” (…)

Portuguese Sidewalks, Lisbon

Coordinati tion of the Portu tuguese “ “Consumer P Protecti tion S System” ” Public and private Entities –Enforcers, Regulators, Consumers and Business associations, ADR, Municipalities etc. Dialogue | common i initiatives es f for consumers rs

COOP OOPERATION ON –key w word

COOP OOPER ERATION – ke key word rd Implem emen entation NEW DIG IGIT ITAL P PLA LATFORM “Electronic Com

• mpla

lain ints B Book

• ok”

https://www.livroreclamacoes.pt/inicio

El Electr tronic c complaints ts b book –new d digi gital t tool

• Gathers and connects all Com
• mpetent

t Enfor

• rce

cement t Auth thori ritie ties and all Econ

• nomic O

c Operator

• rs;
• Consumerssubmitcomplaints, present

informationrequestandcompliments, checkthe stateofcomplaints; Di Disputes s oc

• ccurr

rredonlin line an andof

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ine

Portuguese Sidewalks, Parque das Nações, Lisbon

Wh Who must st have t the Online Complaints ts Boo Book

All t trad aders s that have physi sical alestab ablish shment and are also online through a we website where they pursue their economic activity. All t trad aders s that pursue their economic acti tivity ity onlin line

Portuguese Sidewalks, Lisbon

Obligations | | procedures

TRAD ADERS: : to be registered in the digital platform; to answer to the consumer; to inform of the existence of Online Platform Enforcement / /Regula latory Authori rity Examines the complaint; adopts the procedure if the facts indicate illegal practice; take the appropriate measure according to the powers conferred by the law…

Portuguese Sidewalks, Lisbon

El Electr tronic c complaints ts b book – Implem emen entation

• n –TO S

SUCCED CED… Two p phases ses a as s es established ed by the e leg egislation ( (Decre rew-Law) w)

1st

stpha

phase July 2 2017 –Ju July ly 2 2018 Al All e essential p public s c services 2nd

ndpha

phase Sin ince J July ly 2 2018 All e econ

• nom
• mic s

sectors ( s (retail, s , servi vices, t s, transp sport, f , finan anci cial al s services, s, constr truct ction, he health, s social s services, i ins nsuranc nce, t tourism …) …)

El Electr troniccom

• mpla

lain ints b book

• ok – Implem

emen entation

• n

21 Competen ent A Author

• rities

es c connec ected ed

> 20 200 00 000 t traders r reg egistered ed > 1 1 000 000 00 000 user sers 110 955 complaints 80 086 information requests

Portuguese Sidewalks - acronyms of 16th century , Póvoa de Varzim.

Portuguese Sidewalks - Municipality Square of Lisbon.

Connect the Alternati tive D Dispute R Resolution Bodies (ADR) R) to the electronic c complaints B Book Law n no 63/2 /2019, A Augu gust 1 16 –Mandatory Arbitr trati tion i in case o

• f consumer disputes

under € € 5000 000 . .

Th The El e Elec ectronic Complaints Boo Book facili litates

• Consumer

er compl plai aints’ handl handling by publ public aut autho horities and and busi sinesse sses; s;

• Trans

anspar parency; y;

• Sp

Speed eed;

• Co

Consumer er Dispute R Resolution.

どうもありがとう Dōmo arigatō

Thank you Obrigada

ana.catarina@dg.consumidor.pt

Ana Catarina FONSECA

Portuguese Sidewalks – Rosa dos ventos, Azores.