Consumer policy

Promoting consumer interest


Lack of laws or difficulties in their enforcement gives an incentive to the 'black ships' on the market. Some companies are then tempted to unfair commercial pracitices, which affect consumer welfare. Consumers should be thus provided with adequate instruments and information in the decision-making process. The OECD Committee on Consumer Policy guides its Member economies in the development of policies and use of legal and non-legal instruments aimed at promoting consumer interest.


Key issues:

Dispute resolution and redress | Awareness and education | Product safety



Consumer dispute resolution and redress

Fostering the development of effective, low cost ways for consumers to resolve their disputes and obtain monetary compensation is a key consumer policy objective. Currently, consumers are facing difficulties in enforcing their rights. This is particularly true in the cross-border context, where the obstacles to receiving resolution and redress are even greater.The OECD Committee on Consumer Policy has been working on dispute resolution and redress for a number of years.


Recommendation on Consumer Dispute Resolution and Redress 

Implementation of the 2003 OECD Guidelines for Protecting Consumers from Fraud 

Consumer Dispute Resolution and Redress in the Global Marketplace 

Consumer Dispute Resolution and Redress in the Global Marketplace

Guidelines for Protecting Consumers from Fraudulent and Deceptive Commercial Practices Across Borders (2003)

Resolving E-commerce Disputes Online: Asking the Right Questions about Alternative Dispute Resolution (2004)

Legal Provisions Related to Business-to-Consumer Alternative Dispute Resolution in Relation to Privacy and Consumer Protection (2002)


 Consumer awareness and education

 Consumers today are challenged by growing amounts of information and wider choices of products. To make good choices in increasingly complex markets, they must become aware of their rights and obligations on the marketplace. The OECD Committee on Consumer Policy is, thus, examining consumer policies and developing guidances and recommendations towards improved consumer awareness.

Consumer Policy Toolkit Workshop: Communication Services

Enhancing the value and effectiveness of environmental claims: promoting and empowering consumers 

Consumer Education: Policy Recommendations of the OECD's Committee on Consumer Policy 

Promoting consumer education: Trends, Policies and good Practices 

Joint Conference on Consumer Education 

The Interface between Competition and Consumer Policies 

Roundtable on Economics for Consumer Policy 

Roundtable on Demand-Side Economics for Consumer Policy

Report on OECD Member Countries’ Approaches to Consumer Contracts

The importance of accurate and available WHOIS data


Consumer product safety 

Health and consumer safety are at the heart of consumer policy. The increasing number of unsafe products, particulary for children, requires rigorous legislation and better enforcement. This is especially prominent for the more sophisticated products of which parts are produced and traded globally. Therefore, the OECD Committee on Consumer Policy renewed its work on this emerging issue.


Better information sharing on product issues will enhance consumer safety

Enhancing information sharing on consumer product safety

Roundtable on consumer product safety

Consumer product safety 

Analytical report on consumer product safety 

Compliance of the responses to the 2008 Questionnaire 

Decision-Recommendation on the OECD Notification System on Consumer Safety Measures


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