ASEAN Committee on Consumer Protection launches Online Consumer Complaints Function
ASEAN , 07 July 2022
JAKARTA, 7 July 2022
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 Complaints 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 Regional Consumer Complaints 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 toward 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 the 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.