As ASEAN increases its engagement
in cross-border business-to-consumer trade, maintaining consumer
confidence has become even more critical to the ASEAN regional economy.
As a response, the ASEAN Committee on Consumer Protection (ACCP) has
developed the ASEAN Online Consumer Complaint Function to address
consumer cross-border disputes involving the purchase of products from businesses in ASEAN Member States.
Launched
at the 3rd ASEAN Consumer Protection Conference on 28 June, the Online
Consumer Complaint Function aims to enhance consumers’ confidence, trust
in e-Commerce and access to redress in ASEAN, in an easy and
transparent manner.
The Online Consumer Complaints Function is
one of the first steps towards developing the ASEAN Online Dispute
Resolution Network, which aims to be developed by 2025, and is
consistent with the deliverables of the ASEAN Strategic Action Plan for
Consumer Protection 2025.
Complaints filed through the website
can be made by individual consumers, collectively or by representation
of a consumer organisation/association. Consumers will be able to track
the progress of their complaint from when the feedback was lodged and
received by the ACCP Focal Points, until it is resolved, through the
issuance of a tracking number by the system.
All complaints
including the supporting documents will be confidential. Each complaint
is expected to be processed within 30 working days, subject to possible
extensions.
To file a consumer complaint, click here.
For more information on ASEAN’s work on consumer protection, please visit the ACCP website: www.aseanconsumer.org.