Getclosure Presentation On CPA For CSD Conference

Why it makes business sense to comply Consumer Protection Act Conference 19 August 2009

Consumer Protection Act
The Consumer Protection Act was signed into law in April 2009.
A radically different regime for consumer protection and redress is being introduced.
The Act will become effective incrementally:
A Consumer Commission and Tribunal are to be established in 12 months: April 2010
The remainder of the Act becomes operational in 18 months time: October 2010

Key objectives of the new Act
To promote an environment that strengthens a culture of consumer rights and responsibilities, business innovation and enhanced performance
To promote and protect the economic interests of consumers
To improve access to information to enable consumers to make informed choices
To promote effective means of redress for consumers

Structure of the new Act
Fundamental consumer rights
Protection of consumer rights and the consumer’s voice
Institutions to protect consumers
Enforcement of the Act

Fundamental Consumer Rights
Equality in the consumer market
Right to privacy
Right to choose
Right to disclosure & information
Fair & responsible marketing
Fair & honest dealing
Fair & reasonable terms
Fair value, good quality & safety

Means of redress under the CPA
Consumer complaints can be referred to any of:
The Consumer Court
The Consumer Commission
A statutory ombud, if relevant
An accredited industry ombud
An alternative Dispute Resolution agent (ADRA)
The Courts, once all other remedies exhausted

Codes of conduct to promote consumer rights
The Act envisages the voluntary use of codes of conduct to advance the purposes of the new legislation
Industry codes of conduct consistent with the purposes and policies of the legislation can be made legally enforceable by the Minister

It makes sense
People will complain about bad service to 10 people (this ignores the impact of the Web)
34 – 400% return on money spent on improving customer service
60 – 75% of customers will do business again with a company that resolves their customer service issue fairly (note: not only in their favour)
It costs 5 x more to win a new customer than keep an existing customer

Contact us
www.getclosure.co.za
Patrick Deale: [email_address]
Slides available on our website

Getclosure Presentation On CPA For CSD Conference

by getclosure on Aug 19, 2009

Accessibility

Categories

Tags

Upload Details

Usage Rights

1 Embed 1

Statistics

Getclosure Presentation On CPA For CSD Conference — Presentation Transcript