Consumer organisations in their mission to defend and protect consumers are called upon to receive complaints from their members as well as from any other consumer.
Because of the cross-cutting nature of their field of action, they are often the target of numerous and diverse complaints. Thus, they sometimes experience difficulties in dealing with these complaints because one complaint is not finished being dealt with and another arrives with as much urgency as the previous one.
This situation poses the problem of complaints management, especially in a context of social change where consumers are increasingly demanding with regard to companies and businesses that are looking for profits and are more structured.
Faced with this observation and in order to strengthen the capacities of its members on good practices, the AUC proposes to organize a webinar to discuss the issue. The sharing of experiences between members of organisations and, if possible, with their governmental partners is strongly desired.
Objective
The aim of this webinar is to share experiences between consumer organizations and their governmental partners on complaints management.
The stakeholders
Consumer organizations that are members of the African Union of Consumers. Government representatives in charge of consumer protection and regulators
Target
Consumer organizations that are members of the African Union of Consumers.
Government representatives in charge of consumer protection and regulators Description of the Event
The webinar will be dynamic and the exchanges will be divided into two (2) parts The first part will be devoted to sharing experiences with two (2) countries, namely Morocco and Togo.
1) Sub-theme: the Moroccan experience in the implementation of Consumer
Counters: Origin, Assessment and Perspectives.
Speakers:
- M. OUADI MAHDIE, President of the National Federation of Consumer Associations of Morocco (FNAC)
- Mme BENSAID IMANE, Head Service of the Consumerism framework improvement and complaints management - Ministry of Industry, Trade, Green and Digital Economy of the Kingdom of Morocco.
2) Sub-theme: Collaboration with consumer associations in the management of postal and electronic communications complaints: State of play, challenges, lessons to be learnt and prospects
Speaker:
- M. OURO-AGORO Kadiri, Director of Legal Affairs and Consumer Protection at the Regulatory Authority for Posts and Telecommunications.
In the second part, the participants will have the opportunity to ask questions or contribute via the box chat of zoom platform on the way complaints are managed in their organisations as well as the challenges they face.
Expected Results
- Experiences were shared between consumer organisations and government consumer protection authorities on how to handle complaints.
- Conditions for successful collaboration and complaints management were identified
- A report will be published after the event, highlighting key messages and recommendations.
Date and duration
- The webinar will take place on Thursday 29 July 2021 at 12:00 GMT.