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3e myanmar consumers u nion mdrf2020
This document summarizes the findings of a survey and complaints received by the Myanmar Consumers Union regarding e-commerce. It shows that while consumers recognize some advantages of e-commerce, many have also experienced direct problems like not receiving goods after payment. Common issues involved ordering from overseas websites and being unable to get refunds once the sites disappeared. Mobile payments also led to instances of funds being withdrawn without authorization. The document concludes that while Myanmar has consumer protection laws, many consumers remain unaware of their rights and how to seek dispute resolution. It raises the need for an e-commerce law or regulations regarding cyber security.
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- 1. Myanmar Consumers Union(MCU) Presented by Mo Mo Tin Joint Secretary-1 Myanmar Consumers Union Findings from E-Commerce Survey and Complaint Received
- 2. 10.7% 33.3% 66.7% 71.0% 78.7% 81.0% 93.3% 94.7% 95.0% 96.0% 26.3% 30.3% 11.0% 8.0% 3.7% 4.7% 2.3% 1.0% 2.3% 2.0% 63.0% 36.3% 22.3% 21.0% 17.7% 14.3% 4.3% 4.3% 2.7% 2.0% 0% 20% 40%60% 80% 100% Ensures that clients obtain quality goods Saved cost because business operators offer discount It is difficult to contact a service provider when a consumer faces problems Increases risks to a consumer because hackers can steal a password of bank accounts Some online shopping operators conduct unethical business activities Wide spread use of E-Commerce can facilitate committing crimes Saved time Helps clients to compare goods and services across many service providers Payment can be made digitally. It can reduce risks associated with handling cash (less subject to pickpocketing and… Makes clients convenient because goods are delivered to home Percentage of Respondents (N=300) Attitude on Using E-Commerce Agree Not Agree Not Sure A majority of respondents agreed with both advantages and disadvantages of E-Commerce. FB -major media for advertising and ordering for online shopping and almost all respondents use cash for payment of online shopping.
- 3. 5.1% 5.1% 5.1% 9.3% 9.3% 11.0% 17.0% 23.0% 23.7% 24.8% 31.4% 32.2% 34.0% 49.2% 54.2% 0% 10% 20%30% 40% 50% 60% Consumer had to pay higher price than the advertised price Service provider asked higher transportation cost Consumer could not identify address of service provider when… Goods did not have an approval from FDA or similar body Although consumer made payment, he/she did not receive goods Illegally imported goods were sold Consumer had to pay transportation cost for goods when service… Goods other than original brand were sold at cheaper price Service provider failed to fulfil promises made in advertisement Goods did not mention information on how to use, how to keep,… Goods did not show actual original producing country Goods were fake Consumer received goods with dissimilar characteristics other… Service provider delivered goods later than agreed date Consumer received goods with dissimilar pattern, colour and… Percentage of Respondents (N=118) Top 15 Direct Problems in Online Shopping
- 4. Online shopping -cross border issue (Failed) Goods different from order and no more contact after payment was made A lady from Mandalay ordered (5) bags from http://www.coacnstore.tk (USD 96) including bank charges). At the same day she ordered a digital camera from https://www.cameraeshops.com (USD 87). Both transactions for bags and camera made through CB Bank Visa Card. Consumer had to transferred money to the bank account at Singapore. The bank had already deducted her account for both transactions checked from the CB Bank statement. The lady received only one sunglasses instead of (5) bags and one sun glasses instead of (1) digital camera. She received both sun glasses same day. Later she could not contact those companies’ websites anymore. So she made complaint to Myanmar Consumers Union. Then MCU transferred the cases to CICC, DOCA with required documents such as website address, invoice, payment receipts, bank statement, etc. DOCA informed her they could not trace it and finally she agree to close the case.
- 5. Online shopping –Failed Complaints No Goods Delivery after payment was made Ironing Machine The lady made payment by transferring MMK 100,000 to Daw Khet Khet Lwin, KBZ account no. 27930127900562601 the address given by the company was 7(306)555 Buildings, Kyal Khong, Khin Ku Department store, Kyal Khong, China and phone no. was 18306933046 (China phone). Lily Kha (Clothes) Using Wave Money or/and CB Bank No Goods Delivery after Paid Many consumers were being cheated over a year. mmCERT ??? AIM 2020?
- 6. Mobile Payment, E-Payment(Failed cases) Wave Money Transfer From Pyin Oo Lwin to Yangon transfer MMK 500,000 But withdrew from Inn-daw-gyi (Sagaing, Mobile like phone shop) Transfer from Sagaing to another Wave Money Account in Pyin Oo Lwin Person from Pyin Oo Lwin withdrew money thru Shine Agent (Feb.-Aug.19) Cheating to open PayPal account Transferred MMK 60,000 to CB bank account (account name was U Sai Min Oo and acc. no. was 0089600100002003) through WaveMoney. After he transferred money, he could not contact the E-Service Myanmar and sent complaint to MCU
- 7. Telecom/Internet/Mobile Phone Service Unwanted Subscription Promotion Package Advertisement Telecommunication Law (2013) Consumer Protection Law (2019) According to CPLaw (2019) …
- 8. 94.7% 96.3% 72.3% 0.7% 0.7% 1.7% 4.7% 3.0% 26.0% 0% 20% 40%60% 80% 100% Despite the presence of the consumer protection law, consumers do not have knowledge on the law Despite the presence of the Consumer Dispute Settlement Body, consumers do not have knowledge on how to inform their problems to the body Although the consumer protection law exists, there is inadequate law enforcement Percentage of Respondents (N=300), E-Commerce Survey Attitude on Consumer Protection Law Agree Not Agree Not Sure Next E-Commerce Law ? Cyber Law ? Or Cyber Security Law?
- 9. Conclusion from Myanmar Consumer Report(2018-2019) based on E-Commerce Survey Dec.2018 – Feb.2019 and Complaints received by Myanmar Consumers Union (MCU)
- 10. THANK YOU Prepared byMo Mo Tin Joint Secretary-1 Myanmar Consumers Union