How to protect consumers in cyberspace?

With the rapid development of information and communication technology, online shopping platforms help remove barriers of space and time, but consumers should be careful with it. (Source: Thestreet)

Entering the post-COVID-19 recovery phase, e-commerce has become one of the pioneering sectors of the digital economy, creating momentum for socio-economic development.

However, besides helping consumers buy and sell quickly, easily and conveniently, there are also risks such as taking advantage of personal information to appropriate property; fraud, selling fake and counterfeit goods, prolonging the time to resolve complaints...

Therefore, many opinions believe that more drastic sanctions are needed to completely handle existing limitations in order to create a healthy competitive environment as well as thereby ensure the rights of consumers.

Irresistible attraction

Just sitting near a computer, iPad or holding a smartphone, consumers can surf the web to order the desired item from anywhere and then have it delivered to their doorstep in a short time.

Compared to traditional shopping at the store, online shopping saves time and is much more convenient. In addition, a variety of items from needles and thread to clothes, cosmetics, food, even phones, computers, and motorbikes can all be purchased online.

Furthermore, when shopping on an online platform, consumers can also freely compare products, different brands, prices, quality and directly communicate with sellers to better understand the product.

Search engines like Google, Bing... or multimedia information channels have almost become an indispensable reference source for every consumer before deciding to buy a product or service.

In addition, based on cross-border e-commerce platforms with large international trading floors, consumers can access goods and services globally through these platforms.

Along with the rapid development of information and communication technology, online shopping platforms help remove barriers of space and time, connecting suppliers of goods and services with consumers accurately, quickly and easily.

However, besides legitimate businesses, there are still many cases of taking advantage of consumers' trust to profit by selling fake, counterfeit, and poor quality goods with all kinds of tricks and tricks to deceive the authorities.

Mr. Trinh Anh Tuan, Deputy Director of the Department of Competition and Consumer Protection, said that in 12 years of implementation, the provisions of the Law on Consumer Protection and guiding documents have contributed to changing, raising awareness, proactively and actively participating in the work of protecting consumer rights of economic and social entities.

In addition, propaganda activities in response to Vietnam Consumer Rights Day (March 15) were widely organized by the Department of Competition and Consumer Protection, with the participation of nearly 60 provinces and cities across the country.

In addition, the Competition and Consumer Protection Department has built and operated a consumer consultation and support hotline 1800.6838 with 52 connection points nationwide; improving the capacity to receive and handle consumer feedback and complaints at state management agencies.

In particular, as an official member, the Competition and Consumer Protection Department has many effective initiatives in consumer protection organizations in the region and the world such as the ASEAN Consumer Protection Committee (ACCP), the International Consumer Protection and Enforcement Network (ICPEN); regularly cooperates with consumer protection agencies in Japan, Korea, the US, etc.

In addition, the Competition and Consumer Protection Department has also proposed to develop and implement many large-scale policies, programs, plans and projects; notably, Decision No. 1157/QD-TTg of the Prime Minister approving the Program for developing consumer rights protection activities (2021-2025 period); implementing many thematic activities aimed at specific contents such as consumer protection in e-commerce, online lending transactions, in the context of the impact of the COVID-19 pandemic...

Commenting on this issue, Mr. Tran Huu Linh, General Director of the General Department of Market Management, emphasized that currently, the trend of online shopping is growing, which means that counterfeit goods and commercial fraud are also increasing, and consumers are facing more problems of buying and using counterfeit and poor quality goods.

According to statistics from the Ministry of Industry and Trade, in 2022, the General Department of Market Management coordinated with the Department of E-commerce and Digital Economy (Ministry of Industry and Trade) to remove 1,663 stalls with 6,437 violating products; blocked 5 websites showing signs of taking advantage of e-commerce to trade in counterfeit goods, fake goods and goods of unknown origin. The total fine for violations in e-commerce is 222 million VND.

Also in 2022, the market management force nationwide inspected 774 cases, handled 439 cases, fined nearly 5.9 billion VND, goods worth nearly 11.5 billion VND, and transferred 2 cases to the police investigation agency related to violations of e-commerce.

Director General Tran Huu Linh said that protecting consumer rights in cyberspace is an issue of concern to many ministries and sectors, and fighting counterfeit goods in e-commerce is also one of the key and continuous tasks of the market management force in 2023 and the coming years.

Overcoming limitations

Vietnam is aiming to become the leading digital country in the region with the desire to make the digital economy account for 20% of GDP by 2025. To realize this goal, the e-commerce industry plays an extremely important role.

According to Mr. Tran Huu Linh, currently, e-commerce platform owners have also paid great attention to protecting consumers. However, consumers should note that they should only buy goods from licensed sales sites to ensure their rights.

In addition, if you buy goods on floating websites, social network accounts can be created and deleted at any time, so of course your rights will be more difficult to ensure, especially when buying valuable items.

Tran Huu Linh recommends being a smart consumer because businesses selling infringing goods often use images of famous people to advertise and introduce through e-commerce platforms or social networking platforms such as Facebook, Zalo, Tiktok... thereby gaining the trust of consumers to sell products.

Therefore, to minimize risks, especially when shopping online, consumers must be careful, buy goods at reputable stores, genuine distributors, have invoices and keep invoices to prevent unfortunate incidents from happening.

Ms. Tran Thi Phuong Lan, Acting Director of the Hanoi Department of Industry and Trade, said that in the coming time, the Hanoi People's Committee will strengthen the dissemination of legal education, consulting, supporting and answering questions for consumers about the Law on Consumer Protection with diverse and rich contents and forms.

E-commerce units continuously launch sales to stimulate shopping and consumption. (Illustration photo: PV/Vietnam+)

Furthermore, step up inspection and examination, especially in online business, guide consumers in identifying genuine and fake goods, and promptly and accurately answer questions and inquiries about consumer rights.

Mr. Trinh Anh Tuan emphasized that recently, the Ministry of Industry and Trade has proactively implemented many measures to improve the effectiveness of protecting consumer rights in general and in cyberspace in particular.

Specifically, the Ministry of Industry and Trade has been amending and supplementing the amended Law on Consumer Rights Protection to ensure consistency in the current legal system; supplementing regulations to promptly adjust new issues arising in practice (the draft Law will be considered and approved by the National Assembly at the May 2023 Session).

In addition, improve the capacity to protect consumers' own rights through activities such as strengthening propaganda activities, calling for and promoting the proactive participation of the business community, domestic and foreign organizations, and activities applying information and communication technology.

On the other hand, operate tools and mechanisms to support consumers, improve the efficiency of the Call Center, support consumers, train and improve the capacity of the Department of Industry and Trade, and consumer protection associations.

In particular, the Ministry of Industry and Trade also coordinates with many relevant units to strengthen inspection, examination, detection and handling of violations; promptly provide information on handling results to warn and guide consumers, at the same time, increase deterrence, ensure effective enforcement of laws to protect consumer rights for businesses.

According to VNA