Member Involvement

Overview from around the world

Members in over 70 countries took action ranging from a media conference in Belgrade organised by Association of Consumers in Serbia (APOS), an event looking at issues such as access to banking services and simplifying health insurance held by Youth Education Network (YEN) in Western Kenya, to the first Mexican convention of consumer organisations, hosted by El Poder del Consumidor.

CI Director General Joost Martens said:

'The level of activity really demonstrates the reach and the impact of consumer organisations worldwide, both in raising awareness of consumer rights and in pressing for changes in policy and practise. Thank you and congratulations to all our members who engaged and participated.'

Other highlights included a two-day carnival to educate consumers on financial planning run by Consumer Association of Singapore (CASE), an information-sharing seminar and TV panel discussion organised by Consumer Protection Association of the Gambia (CPAG) and a Consumer Knowledge Fair organised by the Association of Polish Consumers (SKP).

In addition, the European Economic and Social Committee together with the Spanish Presidency of the EU organised a European Conference in Madrid on 'Enforcement of Consumer Rights'. CI Director General Joost Martens gave a presentation at the Conference on WCRD and CI50.

Members generated some excellent publicity, which managed to raise the profile of World Consumer Rights Day and push the issues of financial services into the spotlight. Just a few examples include TV coverage on morning TV show GMTV in the UK, a piece in the Gyana Chronicle, a variety of articles in the Indian press, an interview with CI's Robin Simpson on Chinese Central TV, and a series of radio programmes 'Our money, our rights' broadcast on behalf of Instituto Panameño de Derecho de Consumidores y Usuarios (IPADECU) and Unión Nacional de Consumidores y Usuarios de la República de Panamá (UNCUREPA). Read the full list of member press coverage here.

Several policy initiatives were also announced including a new initiative to tackle ATM fraud by the Bank of Nigeria, various measures on consumer finance in the UK, a national programme for raising financial literacy in Russia and a refund to consumers who have paid illegal credit card charges announced by President of Mauricio Funes of El Salvador.

Africa - WCRD 2010

Associação de Defesa do Consumidor (DECOM), Mozambique, distributed a press release and promoted WCRD in national media. They also called on financial institutions to adhere to 'Aviso 5/2009' issued by the Bank of Mozambique, an initiative that promotes best practice and transparency in the sector.

Association pour la Défense de l'Environnement et des Consommateurs (ADEC), Senegal, released a statement calling on the government to provide financial assistance to the consumer movement in the country, to enable it to continue providing vital services and to defend the consumer interest. The statement was signed by a various consumer groups and other civil society organizations in Senegal.

Organisation de Défense du Consommateur (ODC), Tunisia, distributed a press release which resulted in widespread media coverage. ODC also organised a seminar on "Improving the quality of banking services", in collaboration with the Central Bank of Tunisia. This event brought together top officials from financial institutions and ODC representatives from across Tunisia.

Fédération des Associations de Consommateurs de Côte d 'Ivoire (FAC-CI) announced the launch of WCRD on national TV on 14 March, followed by an official celebration in the business district of Abidjan on 15 March. FAC-CI hosted a press conference given by the President of the Association of Users of Banks and Financial Institutions. ACOTELCI, a member organisation of FAC-CI, also organised a conference on consumer rights in the mobile telephone sector.

Youth Education Network (YEN), Kenya, celebrated WCRD in Mumias, Matungu District in Western Kenya. The event was attended by local school teachers, women's groups, local government officers, farmers and bank representatives. The following areas were covered in discussions:

The National Hospital Insurance Fund (NHIF), which is funded from contributions taken directly from the wages of those who are signed up. A need was identified for simplifying the language and terminology associated with this type of insurance, so that consumers could better understand their rights and responsibilities.

The problem of access to banking services was highlighted. Many complained that ATMs in rural areas were often broken and in unsafe areas with a higher risk of robbery. Issues were also raised around banking by mobile phone, as the telephone network is very unreliable.

Farmers who had recently started purchasing seeds from new suppliers who promised higher yields found that their crops in fact failed. YEN encouraged farmers to take responsibility for asking the right questions before purchasing seeds. Seed companies were also encouraged to educate farmers on how to achieve maximum yields.

Réseau Associatif des Consommateurs de l'Energie (RACE), Cameroon, held a 'Cameroon Consumer Week' from 9 to 12 March and arranged meetings representatives from industry and the Ministry of Trade. On 15 March RACE organised a press conference around the theme of 'The True Face of Microfinance in Cameroon', in which they presented a joint declaration with the Chambre Nationale des Consommateurs du Cameroun (CNACOC) calling for an end to 'daylight robbery of microfinance consumers.

Consumer Protection Council (CPC), Nigeria, organised a Consumer Interactive Forum to celebrate WCRD, attended by CI staff in the country. The Bank of Nigeria used this event to announce a new initiative to tackle ATM fraud. Consumer Protection Association of the Gambia (CPAG) organised an information-sharing seminar entitled 'Consumer Access to Reliable and Fair Financial Services', which was attended by representatives from the Central Bank of Gambia, industry and civil society. They also arranged a panel discussion on TV and secured coverage in a number of national newspapers. Tanzania Consumer Advocacy Society (TCAS) organised a Consumer Week from 7 to 15 March. Proceedings were kicked off with press conferences conducted by TCAS and multi-stakeholder Tanzania Consumer Forum. A seminar was held, drawing many participants from the general public and various colleges and secondary schools. TCAS also set up an exhibition and provided free financial advice to over 1500 individual consumers over three days. The Consumer Week culminated in a street rally in Dar Es Salaam, with 450 participants carrying placards promoting 'our money, our rights', joined by brass bands and members of the public.Events were covered in 27 articles in English and Swahili, as well as on national TV and radio.

Institute for Consumer Protection (ICP), Mauritius conducted a consumer survey to assess attitudes and behaviour in relation to financial services. The results indicated that low levels of financial literacy among consumers pose a significant problem in Mauritius. Consumers also highlighted excessive bank charges and a lack of information on financial services as major issues. ICP also embarked on an intense programme of media engagement around the theme of financial services, including numerous newspaper, radio and TV interviews, and specially commissioned 'info-spots' on national TV and radio. ICP Director Mosadeq Sahebdin took part in a face to face debate with the Chief Executive of the Mauritius Bankers Association, arranged by a national newspaper. The organisation also launched a new website on 15 March.

Zambian Consumer Association (ZACA) organised a public march across Lusaka which culminated in an event at Arcades Shopping Mall, attended by the Deputy Minister of Commerce, Trade and Industry and various other representatives from financial institutions and civil society.

Consumer Council of Zimbabwe (CCZ) held a multi-stakeholder symposium which was attended by over 100 participants, including many representatives from local Consumer Action Clubs. This event was followed by a street martch in Harare, from Town House to Africa Unity Square.

Consumer Information Network (CIN), Kenya appeared on a breakfast TV show on 15 March, followed by a 30 minute interview on national radio station KBC. CIN also took part in an event organised by the Financial Education & Protection Partnership, of which CIN is a member.

Ethiopian Consumer Protection Association (ECOPA) hosted a panel discussion where they presented new research highlighting problems in the financial services sector. WCRD banners were present on major streets in Addis Ababa, and the day was also heavily promoted on national radio.

Asia Pacific and the Middle East

Federation of Malaysian Consumers Associations (FOMCA), Malaysia held a conference on 'Children and Youth Consumption, which attended by CI staff and included a speech by the Minister of Domestic Trade, Co-operative and Consumerism.

Israel Consumer Council (ICC) organized a demonstration at the Bank of Israel, which regulates the banking sector. Protesting the 'milking' of consumers by banks, ICC even brought along a real cow to illustrate their point, as well as three members of parliament.

Consumers' Association from Kerala, India, celebrated WCRD with a day of educational and awareness raising activities at Sakthy College Palakkad.

Nick Stace, Chief Executive of Choice, Australia, wrote an op-ed article for the Sydney Morning Herald entitled 'Consumers must stop accepting second best'.

Consumer Education & Research Society (CERS), India, convened a meeting in Ahmedabad on theme of 'Our money, our rights - A guide to consumer interests in relation to Financial Services'. Financial experts from across the financial services industry highlighted the need for consumers to become better informed of their rights and responsibilities.

The Network for Consumer Protection in Pakistan is organised a seminar in collaboration with the Sustainable Development Policy Institute (SDPI). An advisor to the Minister of Finance was invited to speak about consumer protection. The Network's Executive Co-ordinator Arif Azad was interviewed on national TV and radio, and wrote an op-ed piece for a national daily newspaper.

Consumer Association of Singapore (CASE) held a two-day carnival in partnership with MoneySENSE, the national financial education programme. The objective of this event was to educate consumers on financial planning. Eight game booths were set up, with the aim of allowing participants to learn new skills by engaging them in fun games. A keynote speech was given by Mrs Lim Hwee Hua, Minister in the Prime Minister's Office, and Second Minister for Finance and Transport.

Citizen, Consumer and Civic Action Group (CAG), India, wrote an op-ed article for The Hindu newspaper highlighting WCRD and discussing some issues surrounding consumer access to financial services in urban areas.

The Oman Association for Consumer Protection organised a seminar on the theme of 'Our money, our rights', which was hosted by the Secretary General of the Ministry of Finance. The seminar produced a number of recommendations to strengthen consumer protection in relation to financial services in Oman.

The Vietnam Standards and Consumers Association (VINASTAS) circulated guides on how to celebrate WCRD to its member associations in various provinces and cities across the country. Public meetings were held in Hanoi and Ho Chi Minh, and 1000 banners were hung in some of Hanoi's main thoroughfares! VINASTAS also published articles in 'The Consumer' magazine and secured coverage in key newspapers, TV and Radio.

The Macau Consumer Council (MCC), China, organised a joint event with the Hong Kong Consumer Council (HKCC) and the Guandong Province Consumer Council, which included an on-site booth to receive enquiries and complaints from local consumers. MCC also celebrated the signing of a Memorandum of Understanding with Consumers Association of Singapore (CASE) which will strengthen co-operation between the two organisations on cross-border disputes and other common issues. In addition to the above, MCC also conducted a wide ranging survey on bank charges and fees and lunched a crossword puzzle competition to mark the day.

Consumer Confederation Tamilnadu (CONFET), India, held aone-day event around the theme of 'Our money, our rights' . Various representatives of the Tamil Nadu State Government were in attendance were among the 500 participants. The event also included children from various schools, carrying placards displaying the WCRD slogan. A public rally also took place with 400 participants, receiving widespread coverage in the local media.

Eastern Europe and the former Soviet Union

Association of Consumers in Serbia (APOS) organised a media conference in Belgrade around the theme of financial services. The results of a mystery shopping investigation, undertaken with technical advice from Which? in the UK, were presented. Representatives from government, the national bank, the EC and industry associations were in attendance.

Association of Polish Consumers (SKP) organised the inaugural Consumer Knowledge Fair on 14 March. Located in a popular shopping centre in Warsaw, the fair allowed consumers to meet representatives from nearly all consumer protection organisations in Poland. This event was organised in co-operation with the Ministry of Economy and was attended by Polish MEP Roza Thun.

National Association of Consumers (ANNA), Armenia, staged an event called 'Behind Canteen Doors'. A group of specialist inspectors were despatched to various school canteens to check building standards, sanitary conditions and quality of menus. A special certificate was presented by ANNA to the best performing canteen. This was followed by a seminar on consumer rights, where school children were given balloons bearing the CI 50 logo. In addition to these events, ANNA secured widespread media coverage, taking part in debates on radio and TV.

Independent Consumers Union (ICU), Azerbaijan organised an event in Baku in co-operation with the Ministry of Economic Development, which is the state arm responsible for consumer protections. The Director of ICU gave a presentation on ICU's achievements.

Protection of Consumer Rights NGO (PCR), Armenia held a press conference to announce WCRD, highlighting consumer concerns in relation to financial services and labelling of non-food products. PCR also raised awareness of the day by sending 500,000 SMS text messages to consumers throughout Armenia.

Belorussian Society of Consumers Protection (BOZP) set up consultation points in a number of cities across Belarus.

The Albanian Consumer Association (ACA) promoted WCRD through national TV and newspapers, and have increased their advice services on personal financial management. ACA also organised seminars with local consumer groups to raise awareness about growing obesity rates among young children and office workers, and to explain the consequences of eating too much junk food.

Interrepublican Confederation of Consumer Societies (Konfop) and Consumers Union of Russia (CUR), in collaboration with other civil society organisations, penned an open letter to President Dmitry Medvedev and Prime Minister Vladimir Putin (in English and Russian) urging them to take consumers' concerns into consideration when tackling the country's economic problems. Video footage of a joint WCRD press conference can be viewed here: http://www.rian.ru/press_video/20100310/213353520.html

Consumers' Federation of Georgia launched a 'Consumer Week' in conjunction with the Union of Georgian Trade Unions. A hot line was set up to receive and register consumers' views on a number of issues. The majority of consumer complaints were in relation to open-air food markets, where produce is often of poor quality, stored in unsanitary conditions and with false expiration dates. A press conference was held, which led to coverage in leading newspapers as well as on TV and radio across Georgia.

Latin America and the Caribbean

Tribuna Ecuatoriana de Consumidores y Usuarios, Ecuador, organised a campaign event in collaboration with the Ombudsman's Office. The event included representatives from government, industry and civil society and discussions centred around the following points:

• Rights and Responsibilities as consumers/users of financial service
• Responsible and intelligent consumption
• Personal financial management
• Consequences of over indebtedness

Consumer Affairs Commission (CAC), Jamaica organised a wide range of seminars, forums and exhibitions around the country in collaboration with financial institutions. Activities culminated in a public event which included government, civil society and school representatives.

El Poder del Consumidor, Mexico co-organised the first national convention of consumer organizations, which took place in Mexico City.

Guyana Consumers Association (GCA) contributed an op-ed article to the Stabroek News newspaper. The article discussed consumer rights and the background of WCRD, under the title 'We have a right to be heard'.

Instituto Panameño de Derecho de Consumidores y Usuarios (IPADECU) and Unión Nacional de Consumidores y Usuarios de la República de Panamá (UNCUREPA) have been broadcasting a series of programmes on 'Our money, our rights' throught the national weekly radio show 'Hablan los Consumidores'. The radio shows focused on Panama's legal system in relation to financial services, and examining whether consumer are afforded adequate protection. Both organisations also took to the streets on 15 March, distributing WCRD leaflets and displaying banners in and around the financial district of Panama City.

Centro para la Defensa del Consumidor (CDC), El Salvador, organised a 'human chain' in front of the country's Central Reserve Bank, calling for fair financial services and the respect of consumer rights. CDC also presented a letter to the Parliament demanding new legislation on personal insolvency to support the 'thousands of consumers suffering over-indebtedness.'

Comité de Defensa de los Derechos del Consumidor (AIS-CODEDCO), Bolivia, held a conference in February 2010 on the 'Situation of consumers of financial services and banks in Bolivia', in collaboration with the Vice-Ministry for Consumer Protection, Authority for Supervision of the Finance System, Community for Human Rights in Bolivia and the Ombudsman of Bolivia.

Instituto Brasileiro de Defesa do Consumidor (IDEC), Brazil, published the results of a year-long research project on banking services. The research revealed that Brazil's ten major banks comply with less than half of the provisions in the Consumer Protection Code, and other laws regulating the financial services industry. They also called on the country's Central Bank to improve regulation of the sector.

Guyana Consumers Association (GCA) contributed an op-ed article to the Stabroek News newspaper. The article discussed consumer rights and the background of WCRD, under the title 'We have a right to be heard'.

Instituto Nacional de Protección de los Derechos del Consumidor (PRO CONSUMIDOR), Dominican Republic, organised a conference on the 'Protection of the rights of users of financial services. PRO CONSUMIDOR also launched a new campaign under the slogan 'Take the weight to your money!'.

Fundação de Proteção e Defesa do Consumidor do Estado de São Paulo (PROCON-SP), Brazil, focused their activities on over indebtedness among consumers and presented the results of joint research it had undertaken in this area in conjunction with other agencies.

Associação Brasileira de Defesa do Consumidor (Pro Teste), Brazil, launched a new campaign calling for consumers not to be charged extra when using credit cards instead of cash to bur products of services. Pro Teste also introduced a new tool on their website to help consumers avoid over indebtedness.

Fundación por los Derechos del Consumidor (FUNDECOM), Dominican Republic, published a 'manifesto' outlining the most pressing issues faced by consumers in relation to financial services. They also launched a new 'Guide to Banking Services'.

Asociación Peruana de Consumidores y Usuarios (ASPEC), Peru, organised an 'Expoconsumer' fair in collaboration with regulatory agencies. ASPEC also hosted a forum around the theme of the 'Rights of users of financial services'. A new section on financial services was launched on ASPEC's website.

Asociación de Protección de los Consumidores del Mercosur (PROCONSUMER), Argentina, organised workshops to analyse and inform participants about certain aspects of the Consumer Protection Act. A panel of experts discussed certain proposed reforms to this legislation.

Liga del Consumidor (LIDECON), Guatemala, presented a draft law on family insolvency to key legislators during a meeting arranged for WCRD. LIDECON also established consumer 'training modules' in major public parks throughout Guatemala City.

Although prevented from carrying out most of their planned activities by an earthquake in February, Corporación Nacional de Consumidores y Usuarios de Chile (CONADECUS), Organización de Consumidores y Usuarios de Chile (ODECU) and Servicio Nacional del Consumidor (SERNAC) of Chile still managed to echo the call for fair financial services for consumers by sending out press releases and highlighting WCRD on their websites.

Liga Uruguaya de Defensa del Consumidor (LIUDECO), Uruguay, announced a new programme of activities for 2010 to increase awareness among consumers of their rights in relation to financial services. Laura Paz, President of LUIDECO, also called for the establishment of a Financial Ombudsman.

Movimiento Iniciativa del Consumidor (MIC), Venezuela designed and distributed a WCRD 2010 poster, as well as organising a forum at the College of Journalists on 15 March.

Western Europe and North America

Consumidores en Acción (FACUA), Spain anounced the winners of the 'Worst Company of the Year' competition voted for by consumers. First prize went to Telefónica Movistar with 34% of votes. FACUA also undertook campaign actions in 21 cities across Spain to highlight abuses of consumer rights by the airline industry.

Consommation, Logement et Cadre de vie (CLCV) produced a special 'your money, your rights' leaflet and action briefing advising consumers of their rights in relation to financial services. WCRD was also highlighted to readers of their monthly magazine in a special one-page feature.Local CLCV branches also held their own events, such as theatrical sketches depicting consumer interactions with banks in Montpellier.

Office de la protection du consommateur, Quebec, Canada, distributed press releases and briefings highlighting WCRD and consumer issues in relation to accessing credit.

Confederación de Consumidores y Usuarios (CECU), Spain, distributed a press release highlighting WCRD and announcing that their efforts in 2010 will focus on reforming the financial services sector. They called for:

• Universal access to basic bank account services
• Reducing and standardizing fees and charges across the sector
• The provision of clear and transparent information on the cost of basic services
• The provision of adequate information to consumers before signing contracts.

Verbraucherzentrale Bundesverband (VZBV) used WCRD to call for better regulation in the financial services sector, particularly in relation tp intermediaries and financial advisors. On the day, VZBV Managing Director Gerd Billen publicly shredded financial services junkmail. VZBV also prepared special postcards for consumers to send to Germany's Finance Minister, urging him to support the demands for:

• Consumer protection to be central to financial supervision
• Closing supervisory loopholes
• Introducing 'Super Complaints', based on the system in place in the UK, by which consumer organisations can force regulators into action
• Regulators to have the power to prevent the selling of certain dangerous products/product groups to consumers/private investors

Which?, UK, launched a media campaign to dispel certain commonly held myths by consumers about their legal rights. Which? Legal Service developed the following five helpful tips:

• Check the returns policy: Any returns policy in a store can be as strict as the store wishes so it should be read carefully. Many shops will refund, exchange or give credit notes as a gesture of goodwill.
• Stand your ground: If goods are faulty, not fit for purpose or not as described, you can return them to the retailer as long as this is done in a reasonable time.
• Not all goods are refundable: Many items such as CDs, DVDs and computer games for example can be refused a refund if they are no longer sealed.
• Check who pays for P&P: When shopping online, the website's terms and conditions should say who is responsible for paying postage on unwanted returned goods. If they don't say, they pay!
• Know your online rights: Purchases made online, by post or by phone benefit from a 'cooling-off period', starting the minute you place the order and ending 7 working days the day after receiving the goods, during which time you are free to cancel. 

Ghaqda Tal-Konsumaturi, Malta secured widespread coverage in both TV and print media across the country, including leaders and opinion columns in various national newspapers.

Neytendasamtökin (NS), Iceland, highlighted WCRD on it's website, drawing attention not only to CI's activities but to it's own ongoing work on financial services.

Cyprus Consumers' Association (CCA) took the opportunity to launch a new campaign on WCRD promoting "Access to safe, affordable, transparent, fair and adequate financial services." Among other demands, CCA are calling for an independent financial advice service to help consumers navigate the increasingly complexity of financial services.

Instituto de Consumo de Castilla La Mancha, Spain held its annual awards ceremony on March 15, rewarding the work of groups and individuals in defence of consumer rights.

Consumentenbond, The Netherlands, organised an event attended by 160 media and industry representatives, and other stakeholders. Presentations were given on CI 50 and 'Our money, our rights'. They also announced the winners of the Consumentenbond Awards for the best and worst products.

Union des consommateurs, Canada, surveyed around 1,000 of it's online subscribers on their preferred payment methods. The survey found that credit cards are gaining in popularity and are the first choice of payment for consumers in certain types of shop, often due to the benefits offered by reward schemes. Retailers have been complaining about rising fees charged by payment processors, amounting to $4 billion for credit card payments in Canada alone. 90% of survey respondents indicated that they would favour government intervention to regulate these fees.

Kuluttajat-Konsumenterna ry, Finland, produced an 8 minute video, 'Laptop Shopping', which presented the results of extensive research into the various ways consumers are able to finance purchases. In the film a mystery shopping investigation is featured, exposing the fact that a €1,000 laptop could end up costing €1,800 with certain finance deals on offer. Watch the film here: http://www.m2hz.net/ohjelmat/kuluttajauutiset