2024 Consumer Protection Contest

Showcasing innovative government strategies to overcome consumer challenges

The International Consumer Protection and Enforcement Network (ICPEN) and the World Bank are pleased to announce the launch of the 2024 Consumer Protection Contest. This contest aims to showcase good implementation, enforcement, and compliance regarding consumer protection, ensuring that consumers
are empowered with accurate information and protected from unfair and deceptive practices.

WINNERS

The International Consumer Protection Network (ICPEN) and the World Bank are proud to share the results of the 2024 Consumer Protection Contest. By showcasing innovative and effective initiatives, consumer protection authorities have demonstrated exceptional capacity in implementing practices that not only benefit consumers, but also serve as models of good international practices for other agencies.

Three winning initiatives, and three initiatives worthy of honorable mention were selected among 23 high quality entries submitted by consumer protection agencies –some linked to competition commissions– across 21 jurisdictions worldwide. These entries were evaluated across the following themes:

• Theme 1 – Collaborative initiatives with third parties

• Theme 2 – Cross-border cooperation

• Theme 3 – Complaint handling

Review Panel of the ICPEN-WB 2024 Consumer Protection Contest

• William Kovacic, Global Competition Professor of Law and Policy and Director of Competition Law Center, George Washington University.

• Helena Leurent, Director-General, Consumers International

• Gabriela Ruth Szlak, Digital Regulations and Data Protection Law expert, Lerman-Szlak 

• Elena Gasol, Senior Private Sector Specialist, Finance, Competitiveness and Innovation Global Practice, World Bank
   

Theme 1 – Collaborative initiatives with third parties

The initiatives awarded in this category successfully demonstrate that close collaboration with authorities, government agencies, NGOs, or stakeholders is crucial for promoting compliance with consumer protection regulations and protecting consumers from unfair or deceptive practices. Whether through partnerships with national bodies, as seen in the Irish Competition and Consumer Protection Commission’s educational campaigns on consumer rights, or through multi-stakeholder arrangements to promote sustainable consumption as in Türkiye’s refurbished product regulations, domestic collaboration enables investigations, information sharing, joint actions, and public awareness campaigns.

Ireland – Competition and Consumer Protection Commission, CCPC (Honorable mention)

The CCPC of Ireland collaborated with the national public service television broadcaster to create a series on consumer rights and financial education. Using real-life narratives, the series informed consumers about their rights, leading to increased awareness. Unlike paid advertising, the series reached a large audience with detailed content on consumer rights and personal finance.

Türkiye​ – Directorate General for Consumer Protection and Market ​Surveillance (Winner)

The Turkish DG for Consumer Protection and Market Surveillance launched a pioneering initiative on refurbished product regulations through multi-stakeholder collaboration. Addressing consumer concerns about data security, product quality, and reliability, the initiative drew inspiration from global best practices, especially the EU's data security standards.  This effort increased trust and awareness, with refurbished phone sales rising from 27,000 in 2021, to 400,000 in 2023, and promoting sustainable consumption and market expansion. The Authority focused on collaboration, clear standards, financial incentives, and public awareness, with ongoing monitoring to adapt to technological advancements and consumer preferences.

Theme 2 – Cross-border cooperation

The awarded initiatives in this category emphasize the importance of fostering collaboration among international authorities. With consumer transactions increasingly crossing borders, effective cooperation is crucial for resolving issues. Agencies make significant efforts to implement formal collaboration strategies, as seen in Korea’s key role in addressing cross-border consumer challenges. Similarly, the Competition and Fair-Trading Commission of Malawi highlights the value of synergy and collective efforts to strengthen international consumer protection.

Republic of Korea – Korea Consumer Agency, KCA (Honorable mention)

The KCA is dedicated to addressing cross-border consumer issues through a multifaceted strategy. Recently, the number of MOUs with various consumer protection agencies has increased.  By establishing clear communication channels, providing global training, and organizing conferences like the Asian Forum on Consumer Policy, the KCA has enhanced consumer trust and market practices. Key efforts include efficient complaint handling, platforms for exchanging best practices, and consultative meetings. Inspired by the EU’s 2018 Product Safety Pledge, Australia’s 2020 Pledge, and the OECD’s 2022 Guidance, the KCA has created a robust framework to address product safety complaints.

Malawi – Competition and Fair Trading Commission, CFTC (Winner)

The CFTC of Malawi, recognizing the severe impact of globally distributed defective products, adopted collaborative practices to ensure swift and effective redress for consumer rights violations, both nationally and regionally.  Partnering with authorities like the national Bureau of Standards, the Competition and Consumer Protection Commission of Zambia, and the COMESA Competition Commission, the initiative has enabled market inspections, sample collection, joint investigations, complainant engagement, and pursuit of meaningful compensations. The CFTC underscores that institutional collaboration is crucial for addressing consumer rights violations in cross-border transactions, stating, "No consumer protection agency can succeed on its own."

Theme 3 – Complaint handling

The initiatives awarded in this category highlight innovative and effective approaches to resolving consumer complaints and providing redress, addressing the often time-consuming and resource-intensive nature of processing complaints. While many authorities have adopted digital solutions for receiving complaints, not all can manage them fully online, and few require private actors to offer online dispute resolution, which could alleviate the burden on authorities. The SERNAC of Chile tackles this issue through a digital platform that simplifies the processes for consumers to cancel contracts. Similarly, the Georgian Competition and Consumer Agency establishes conditional obligation agreements with traders as a method to ensure compliance and promote market transparency. In both cases, there is clear evidence that innovative complaint handling strategies not only streamline processes but also enhance consumer protection and transparency.

Chile – National Consumer Service of Chile, SERNAC (Honorable mention)

Through the ‘Me Quiero Salir’ (‘I want to leave’) initiative, SERNAC enables consumers to cancel contracts easily via a digital platform, bypassing unnecessary barriers. This initiative addresses excessive procedures and unfair practices in the telecommunications and insurance sectors, which became more pressing during the pandemic.  Since its launch in 2020, over 270,000 requests have been managed with an 80% favorable resolution rate for consumers. Key lessons include the importance of inter-institutional collaboration and user participation.  SERNAC plans to expand MQS to other markets to further its positive impact.

Georgia – Georgian Competition and Consumer Agency, GCCA (Winner)

The GCCA introduced a method to handle consumer rights claims through conditional obligation agreements with traders, leading to compensation for over 3,000 individuals. This approach was notably effective in the USA2GEORGIA case, which addressed excessive shipping costs. It saves time, ensures immediate restitution, and promotes future compliance.  Publicizing resolutions on social media helps prevent future violations. Inspired by European jurisdictions, this initiative emphasizes transparency and communication, fostering a fairer marketplace. Proactive enforcement of consumer protection laws sets a positive precedent, encouraging equitable and transparent business practices, benefiting consumers and enhancing market integrity. 

The International Consumer Protection and Enforcement Network (ICPEN) and the World Bank are pleased to announce the launch of the 2024 Consumer Protection Contest. This contest aims to showcase good implementation, enforcement, and compliance practices regarding consumer protection, as drivers to ensure that consumers are empowered with accurate information and are protected from unfair and deceptive practices. Given the growth of markets globally, it has become increasingly crucial to strengthen regulations and institutions that safeguard consumer rights and promote a fair marketplace. This contest complements the work done under the Competition Advocacy contest that the World Bank has been running together with the International Competition Network for the last ten years.

We are looking for success stories from consumer protection authorities (Authorities) that demonstrate the tangible results of consumer protection work under three themes:

Theme 1 – Partnering with third parties. Partnering with third parties, such as other government entities, NGOs, or other stakeholders, can be an effective way for an Authority to protect consumers and encourage compliance. We are looking for successful initiatives where an Authority has actively engaged with third parties to encourage compliance with consumer protection regulations or to better protect consumers from unfair or deceptive practices.

Theme 2 – Complaint handling. A large majority of Consumer Protection Authorities around the world have some role in handling consumer complaints, sometimes having a choice of which complaints to address, or oftentimes having to provide responses to complaints received. But consumer complaints can come in the thousands, and even in the millions depending on the economy. Handling a high volume of consumer complaints can be tricky in the best of circumstances. We encourage Authorities to submit their best practices or innovative approaches in handling complaints, including highlighting any particular processes that have worked well for them; ways to address, prioritize and respond to complaints; how they cope when they have a mandate to address complaints; how they see their role when they have discretion as to which complaints they address or respond; and any particular IT tools or online dispute resolution mechanisms that they may be using.

Theme 3 – Cross-border cooperation. Cooperating across borders to protect consumers from unfair and deceptive practices can be challenging. Cross-border cases can also cause significant harm to consumers, including financial harm from ecommerce that may involve small amounts of harm to individual consumers, but collectively affect large numbers of consumers. With more and more consumer cases having a cross-border component, finding efficient and effective ways to collaborate with other Authorities across borders is increasingly important. We are looking for successful initiatives that facilitate cross-border cooperation between Authorities. Some initiatives may be facilitated by a regional body or by an organization, some others may be led by a group of  Authorities or be bilateral.

ICPEN members, partners, and observers are welcome to apply. Entities that are not an ICPEN member, partner or observer can apply jointly with one in order to qualify. A list of all ICPEN members, partners and observers is available here (https://icpen.org/who-we-are). Joint submissions from ICPEN members and other government bodies, sector regulators or non-governmental organizations are welcome.

In order to participate, candidates must complete the online survey. Key information required to apply includes:

The ONLINE SURVEY is the only valid application method. Applications through email messages or that fail to provide the required information in compliance with indicated character limits and blind review standards will not be considered.

Please contact Sofia Martinez with any questions at  smartinezamondar@worldbank.org

The deadline for submissions is June 18^th, 2024 (11h59 pm, Washington D.C. time).

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