The Consumer Perspective: what not to forget Pier Raffaele Spena - - PowerPoint PPT Presentation

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The Consumer Perspective: what not to forget Pier Raffaele Spena - - PowerPoint PPT Presentation

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The Consumer Perspective: what not to forget Pier Raffaele Spena FAIS onlus National Secretary Cittadinanzattiva Delegate European Parliament Bruxelles, November 7th 2017 CITTADINANZATTIVA Established in 1978, the organization promotes

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Pier Raffaele Spena FAIS onlus National Secretary – Cittadinanzattiva Delegate

The Consumer Perspective: what not to forget

European Parliament Bruxelles, November 7th 2017

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

CITTADINANZATTIVA

Established in 1978, the organization promotes citizen activism to enhance the protection of rights, the care of common goods and the support for disadvantaged people. The activities include:

  • Health, along with the Tribunal for Patients’

Rights and the National Coordination of the Chronic Patients Association(CnAMC).

  • Consumer policies and public utility

services.

  • Justice(Citizen rights).
  • Education, with cittadinanza attiva’s school.
  • European citizenship, with Active Citizenship

Network.

  • Evaluation of the quality of services from

the citizens’ perspective, with the civic evaluation Agency.

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

FAIS ONLUS

NON-PROFIT ORGANIZATION Established in 2002, deals with the protection of the rights of the incontinent and ostomates people in Italy 19 Regional Headquarters 34 Provincial Headquarters Member of Cittadinanzattiva(CnAMC) Member of INTERNATIONAL OSTOMY ASSOCIATION Member of the EUROPEN OSTOMY ASSOCIATION

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

THE CONSUMER

It is the non-professional counterparty of companies

OR

It becomes the counterparty when in need of protection during negotiations COMMON DEFINITION

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

THE CONSUMER

FIRST OF ALL PERSON!

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

PRINCIPLES

FUNDAMENTAL CONSUMER RIGHTS:

a) to health protection; b) to safety and quality of products and services; c) to appropriate information and fair advertising; c-bis) to normal course of business according to the principles of good faith and fairness; d) to consumer education; e) to fairness, transparency and equality in contractual relations.

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

THE QUESTIONS

Is he/she capable of autonomous evaluating the validity of products information?

Does the market currently offer sufficient guarantees of protection? Hence: can it be trusted? THE CONSUMER

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

INTERNAL SURVEY

THE LEGISLATIVE AND COMMERCIAL FRAMEWORKS DO NOT OFFER SUFFICIENT GUARANTEES OF RELIABILITY AND SAFETY THE AVERAGE CONSUMER IS OFTEN CONFUSED AND NOT DULY INFORMED

CUSTOMER SAFISFACTION ON HEALTH CARE

TOO MANY TECHNICAL INFORMATION TOO MANY DECLARED EXPENTATIONS AMBIGOUS MESSAGES

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

COMMUNICATION

WHAT TO NOT FORGET IN A RELATION OF MUTUAL TRUST

  • RESPECT
  • CLARITY
  • COMPREHENSIBILITY
  • TRANSPARENCY
  • SAFETY
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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

PERSPECTIVE

INSTITUTIONS CITIZENS COMPANIES THROUGH A NEW SOCIAL PACT HUMANISATION OF RELATIONS

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

INTERACTIONS

HORIZONTAL MODEL (OUTDATED)

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

NEW VISION

CIRCULAR MODEL

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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

THE ASSOCIATIONS

THE IMPORTANCE OF CONSUMER ASSOCIATIONS

  • INFORMATION ON RIGHTS
  • SUPERVISION OF PROCEDURES
  • IMPLEMENTING PROPOSALS
  • HEALTH PROTECTION OF THE WEAK
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Pier Raffaele Spena - The Consumer Perspective: what not to forget - Bruxelles, November 7, 2017

GRAZIE

p.spena@fais.info www.fais.info

THANK YOU