Module 4 : Settling Consumer Disputes

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Created by ACCP Last Updated 17/06/2022 18:19

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What's Included

24 Lessons
2-hour self-paced learning
Free of charge
Access on tablet and laptop

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Module Overview

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24 Lessons

WEEK 1: Basic Concepts and Purpose 8 Lessons

Introduction

What is consumer access to redress, and why does it matter?

What are key principles for the delivery of justice to consumers?

What types of compensation can consumers expect from businesses?

Hear from consumer champions in ASEAN

Exercise of Week 1

Food for Thought: Being engaged in a consumer dispute

Downloadable materials

WEEK 2: Consumer Complaints Channels 6 Lessons

Introduction

What options do consumers have to file a complaint?

What options do consumers have to obtain redress?

Online Dispute Resolution – the new frontier?

Exercise of Week 2

Food for Thought: The most efficient channel for consumer disputes

WEEK 3: Dispute Resolution Processes 8 Lessons

Introduction

Types of (legal) procedures

Negotiation

Mediation

Arbitration

Litigation

Exercise of Week 3

Food for Thought: Views on the procedures to obtain redress

WEEK 4: Wrap-up and Final Quiz 6 Lessons

Introduction

Pros and cons of consumer dispute resolution mechanisms

Success stories in ASEAN

Food for Thought: Improving consumer redress

Final Quiz

Feedback

ACCP

Administrator

The ASEAN Committee on Consumer Protection (ACCP) was established in 2007 by the ASEAN Economic Ministers.

The e-learning initiative as foreseen by the ACCP is in accordance to deliverable 4.1.5 of the ASEAN Strategic Action Plan for Consumer Protection (ASAPCP) 2025. The development of the e-learning tools is supported by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH, within the framework of the PROTECT project (2019-2022).