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In 2024, the consumer rights protection campaign with the theme "Transparent Information - Safe Consumption" aims to affirm the importance of information for the safety of consumers in the process of choosing, paying for, and using goods and services, especially in e-commerce sector.

Customers need to have a good understanding of the knowledge and regulations related to online shopping in order to protect their rights and interests

Evidence and information lacking in denunciation and complaints

In 2024, with the theme "Transparent Information - Safe Consumption," it affirmed the importance of clear information and transparent goods for consumer safety. Transparent information about goods is not only an important factor for consumers to check, compare, and evaluate product quality, but also a basis for regulatory agencies to perform monitoring functions for production and circulation of goods. Along with that, the active participation of functional agencies has helped consumers to confidently propose suggestions and complaints when encountering violations of their rights, in order to contribute to the detection, handling, and development of a healthy business and consumer environment. However, not all consumers keep enough information about the sellers to file complaints when they encounter situations such as purchasing products that do not match the advertisements, counterfeit goods, or low-quality products on social media platforms.

Mr.  Nguyen Anh Dung, in Lai Thieu Ward, Thuan An City, reported last month that he ordered a handheld wall drill on his personal Facebook page. The seller advertised it as a genuine product at a discounted price, but when he received and tried to use it, the machine did not work and the battery ran out quickly. He called the seller to request a replacement, but there was no one on the other end of the line to answer the phone. Dung said that before placing the order, he asked the seller very carefully, even read many good feedbacks about this online shop specializing in selling electronics. On the other hand, this online shop has hundreds of likes, so he can trust to transfer money.

Due to the low value of the device, Mr. Dung does not want to waste time complaining or filing a lawsuit. However, he said he would write a post on Facebook to warn his friends and be more careful not to buy poor quality products.

Mr. Nguyen Van Ban, Chairman of the Consumer Rights Protection Association of the province, said that in the first 6 months of 2024, the association has directly advised consumers through phone calls to reach agreements with businesses in 14 cases. The consultations mainly involve purchasing goods through the social media platform Facebook. Most consumers do not understand the method and process of purchasing goods through e-commerce platforms, and they often make transactions on Facebook. Therefore, when they encounter issues and need to file complaints, they do not have information about the seller's phone number or address. As a result, they have no basis to resolve the problems.

Enterprises need to be transparent to their customers

The Consumer Protection Law (amended) was passed by the National Assembly on June 20, 2023, officially taking effect from July 1, 2024. The new point in the amended Consumer Protection Law has added some rights of consumers in the new consumer trend, such as: Being provided with conditions to choose a healthy and sustainable consumption environment; requiring organizations or support for negotiation to resolve arising disputes. The law also supplements some obligations of consumers, such as: Compliance with regulations on inspection, environmental protection, sustainable consumption as prescribed by law... The Law on Consumer Protection (amended) also adds some prohibited behaviors for multi-level sales organizations, individuals; organizations, individuals doing business in establishing, operating and providing digital platform services.

In the current trend of integration, with Vietnam's participation in many new generation free trade agreements (FTAs), foreign companies and multinational corporations will increasingly "pour" into the domestic market. Therefore, according to Mr. Nguyen Van Ban, the business community needs to have a clear understanding of this issue. Because without consumers, there will be no production or business. This is a mutually supportive relationship, so businesses need to be aware of this in order to better meet the rights of consumers.

Regarding consumers, currently there are diverse shopping opportunities that help improve the quality of life. However, along with that comes fierce competition, requiring consumers to have high knowledge and awareness to make the right choices, avoiding risks regarding quality and safety. The important issue is that consumers need to be ready to understand the standards, regulations, and requirements related to international economic integration. This requires consumers to enhance their knowledge in order to be able to protect their rights.

To bring the Law on Consumer Rights into effect, the Provincial Consumer Protection Association will enhance its work of propaganda, dissemination, and legal education on consumer rights protection. At the same time, it will provide advice, support, and raise awareness of consumer rights protection at localities.

Reported by Thanh Hong – Translated by Vi Bao