Nâng cao hiệu lực, hiệu quả quản lý nhà nước về bảo vệ người tiêu dùng ở nước ta

VIEN KHOA HOC XA H0I VIET NAM VIEN NHA NUOC VA PHAP LUAT • • it &je BAO CAO TOM TAT D e tai: NANG CAO HIEU LUC, HIEU QUA QUAN LY NHA nit c v e b Ao v e NGircn t ie u d u n g d nltcjc t a Chu nhiem de tai: Thu ky d€ tai: Ca quan chu tri de tai: PGS TS Nguyen Nhir Phat Vien Nha nuac va Phap luat TS Bui Nguyen Khanh Vien Nha nuac va Phap luat Vien Nha nirox va Phap luat Vien Khoa hoc xa hoi Viet Nam Ha Noi, 12/2009 CAC THANH VIEN THAM GIA NGHIEN CU'U DE TAI PGS TS Nguyen Nhtr Phat -Vien Nha nuac va Phap luat TS Bui Nguyen Khanh -Vien Nha nuac va Phap luat PGS TS Pham Duy Nghia - BHQGHN TS Bang Vu Huan - Bo Tu Phap GS TSKH Dao Tri Uc - Hoi Luat Gia Viet Nam TS Dinh Thi My Loan - Bo Cong Thuang TS Le Mai Thanh -Vien Nha nuac va Phap luat PGS TS Dinh NgQc VirQUg-Vien Tu dien hoc va Bach khoa thu PGS TS Pham Hiru Nghi -Vien Nha nuac va Phap luat 10 TS Nguyen Dire Minh-Vien Nha nuac va Phap luat 11 Ths Nguyin Linh Giang -Vien Nha nuac va Phap luat 12 Ths Dinh Thi Mai Phircmg - Bo Tu Phap MUC L y c Ldi noi dau Phan thu* nhat: Yeu cau va pham vi quan ly Nha nirdc ve bao ve ngu’di tieu dung bdi canh hoi nhap kinh te qudc te I Yeu d»u quan ly Nha nirdc ve bao v? ngu’di tieu dung boi canh hoi nhap kinh te quoc te Viet Nam hoi nhap: Co hoi cho hang chat lugng thap cua nude ngoai va nguy co cho ngudi tieu dung Thai cua nha nuac viec bao ve ngudi tieu dung Quan ly nha nude nghia la nha nude phai lam gi Ba van de can tranh luan ve quan ly nha nude Co quan nao quan ly nha nude ve bao ve ngudi tieu dung Giu hien trang, lam cho co quan thuc thi doc lap khoi chinh sach Noi dung quan ly Nha nude ve bao ve ngudi tieu dung Ai h6i thuc dinh chuan Phan anh cua bao chi 10 Sue ep cua cutri 11 Su doc lap cua dan bilu 12 Trach nhiem giai trinh 13 Nghia vu cua doanh nghiep 14 Co quan tu phap tham gia bao ve ngudi tieu dung 15 Ket luan so bo II Pham vi bao ho cac quyen cua ngircri tieu dung dieu kien hoi nhap kinh te qudc tS Qua trinh hoan thien chinh sach bao ho quyen lgi ngudi tieu dung Xac dinh pham vi bao ho quyen lgi ngudi tieu dung Pham vi bao ho cac van ban phap luat lien quan III.^ Y thirc phap luat va trach nhifm phap ly cua ngu’di tieu dung * i * dieu kien hoi nhap kinh te quoc te Thuc trang ve y thuc phap luat cua ngudi tieu dung Viet Nam Trach nhiem phap ly cua ngudi tieu dung Yeu cau nang cao y thuc phap luat cua ngudi tieu dung boi canh hoi nhap quoc te Phan thir hai: _ w Thirc trang ccr che bao ve ngircri tieu dung d Viet Nam hien I Luge sir hinh va hinh va phat trien cua phap luat ve bao ve ngircri tieu dung d Viet Nam II Thirc trang phap luat ve bao vf ngircri tieu dung o’ nirdc trang hien Cac quy dinh phap luat v6 quy6n va nghia vu bao ve ngudi tieu dung 1.1 Cac quyen cua ngudi tieu dung 1.2 Nghia vu cua to chuc, ca nhan san xuat, kinh doanh hang hoa, djch vu At A «A A* A * i A A j A Thirc trang ve cac thiet che bao ve quyen lgi cua ngucri tieu dung 2.1 He thong cac ca quan quan ly nha nuac 2.2 H? thong toa an nhan dan cac cip 2.3 To chuc bao ve quyen lgi nguai tieu dung Cac bien phap phap ly bao ve quyln lgi nguai tieu dung a nuac ta hien 3.1 Bien phap hinh su 3.2 Bien phap hanh chinh 3.3 Bien phap dan su 3.4 Bien phap kinh te 3.5 Bien phap nang cao y thuc phap luat III Danh gia chung ve ca che phap ly ve bao ve ngiroi tieu dung if nirdc ta hien Ve the che V l thi It che Ve cac bien phap bao ve Phan thir ba Nhan dang cac hanh vi vi pham quyen loi cua ngiroi tieu dung va thirc trang quan ly Nha nirdc ve bao ve ngiroi tieu dung if Viet Nam hien I Nhan dang cac hanh vi vi pham quyln lgi ngiroi tieu dung dien hinh if Viet Nam hien II Thirc trang cua sir phoi hop gifra cac ca quan quan ly nha nirdc bao ve quyen loi ngiroi tieu dung Noi dung phan chia tham quyen quan ly giua cac ca quan quan ly nha nuac lTnh vuc bao ve quyen lgi ngudi tieu dung 1.1 Pham vi va mure tham gia cua cac ca quan quan ly nha nuac lTnh vuc bao ve quyln lgi nguai tieu dung 1.2 Phan chia tham quyen quan ly nha nuac lTnh vuc bao ve quyen lgi nguai tieu dung Thuc trang cua su phan cong, phoi hgp hoat dong giua cac ca quan quan ly nha nuac bao ve quyen lgi nguai tieu dung 2.1 Ve phan cong nhiem vu bao ve quyen lgi nguai tieu dung 2.2 N&ng luc quan ly cua ca quan bao ve quyen lgi nguai tieu dung 2.3 Pham vi ph6i hgp hoat dong gifta cac ca quan quan ly nha nuac bao ve quyln lgi nguai tieu dung 2.4 Thuc trang hoat dong bao ve quyen lgi nguai tieu dung cua he thong toa an nhan dan 2.5 V l nguon lire cho hoat dong bao ve quyen lgi nguai tieu dung III Hieu qua ap dung cac che tai cua phap luat bao ve ngiroi tieu dung if Viet Nam hien Danh gia chung v l cac che tai phap luat bao ve quyen lgi nguai tieu dung a Viet Nam Danh gia ve ca quan ap dung cac che tai phap luat bao ve quyen lgi cua nguai tieu dung a Viet Nam Phan thu* tir Kinh nghiem dieu chinh phap luat ve bao v§ ngiroi tieu dung 6* cac nirfrc tren the gioi va nhirng bai hQC doi voi ViSt Nam I Phap luat bao ve NTD cua mot so quoc gia dang phat trien Thai Lan 1.1 Cac Luat lien quan din bao ve NTD a Thai Lan 1.2 He thong bao ve NTD hien hanh cua Thai lan Indonesia 2.1 Cac Luat lien quan den bao ve NTD a Indonesia 2.2 Cac ca quan, t6 chuc bao ve nguai tieu dung va ca che giai quyet tranh chap cua Indonesia Malaysia 3.1 Cac Luat lien quan den bao ve NTD 3.2 Ca quan bao ve NTD Malaysia - Hoi dong Tu vin NTD qu6c gia An Do 4.1 Giai thieu Luat bao ve NTD cua An Do 4.2 Ca quan bao ve NTD va ca ch6 giai quyet khieu nai cua NTD a An Do Trung Quoc 5.1 Giai thieu Luat bao ve NTD cua Trung Quoc 5.2 Ca quan quan ly nha nuac ve bao ve NTD 5.3 T6 chuc bao ve NTD a Trung Qu6c II Phap luat bao vS NTD cua mpt so niro’c, lanh tho phat trien Canada 1.1 Van phong bao ve NTD 1.2 Hoi nguai tieu dung (Option Consommateurs) Vuang quoc Anh 2.1 Ve ca quan bao ve NTD 2.2 Nhung quy dinh cua phap luat Anh ve bao ve NTD Hoa Ky 3.1 Ve ca quan bao ve NTD 3.2 Nhung quy dinh ve bao ve NTD a Hoa Ky Australia 4.1 Ca quan bao ve NTD Australia 4.2 Quy dinh phap luat ve bao ve NTD 4.3 Mot so hoat dong thurc tien Dai Loan III Danh gia phap luat bao ve ngiroi tieu dung cua cac nirdc va bai hoc kinh nghiem doi voi Vi?t Nam Phan thv nam Cac nguyen tic va giai phap nh&m nang cao hieu lye va hieu qua quan ly Nha nircyc ve bao ve ngircri tieu dung o’ niro’c ta hien I Cac nguyen tac nham nang cao hieu lire va hieu qua quan ly Nha nircrc \k bao ve ngircri tieu dung fr nirdc ta hien Baof ve* nguai tieu dungf la nhiem vu chung cua he thong phap luat f Khac phuc tinh trang bat can xung moi quan he giua NTD va nha cung cap De cao trach nhiem cua to chuc, ca nhan kinh doanh hang hoa, dich vu Nang cao hieu qua hoat dong cua bo may co quan bao ve quyen lgi NTD tien toi xa hoi hoa cong tac bao ve quyen lgi NTD Cong tac tra, kiem tra, xu ly vi pham II Cac giai phap nh&m nang cao hieu lye va hieu qua quan ly Nha niro’c ve bao ve ngiroi tieu dung cf niro’c ta hien Xay dung Luat Bao ve quyen lgi NTD 1.1 Quy dinh lien quan den quyen va trach nhiem cua NTD 1.2 Quy dinh lien quan den trach nhiem cua to chirc, ca nhan san xuat kinh doanh hang hoa, dich vu 1.3 Quy dinh lien quan den quan ly nha nuoc ve bao ve quyen lgi NTD 1.4 Quy dinh lien quan den giai quylt khieu nai, to cao va xu ly vi pham 1.5 Quy dinh lien quan d6n to chuc bao ve quy6n lgi NTD 1.6 Cac quy dinh khac Giai phap tang cuong nang lire thuc thi phap luat bao ve quyen lgi NTD — 2.1 Tang cuong trach nhiem cua to chuc, ca nhan san xuat kinh doanh 2.2 D6i moi to chuc, hoat dong cua cac t6 chuc bao ve quy6n lgi NTD 2.3 Doi moi cong tac quan ly nha nuoc va nang cao nang lire bo may ve bao ve quyen lgi NTD 2.4 Nang cao nhan thuc v€ quydn va trach nhiem cho NTD 2.5 Nghien cuu noi dung, yeu ciu bao ve quydn lgi NTD qua trinh hoi nhap kinh te quoc te 2.6 Giai quyet khieu nai, khieu kien cua NTD r > r \ ? \ t L d l NOI d Au Viec thira nhan nln kinh te thi truang, hoi nhap vai the giai ben ngoai dang lam thay doi can ban nhung v&n de ve nhan thuc va phuang phap dieu tiet cua Nha nuac viec bao ve nguai tieu dung a Viet Nam Tir vai tro cua nguai buoc phai chip nhan san phim ca che kinh te cu, nguai tieu dung Viet Nam da tra nguai chip nhan gia Nguai tieu dung la “Thuang Be” ho co kha nang, dilu kien va mot pham vi lira chon rong lan - quyen bo philu bang dong tiln Song cach hieu cung cin phai co dieu kien vi ky thuat han chi kha nang lira chon cua nguai tieu dung nen san xuit khong vuot qua giai han kha nang san xuat “La phieu” bang dong tien cua nguai tieu dung khong the quylt dinh dugc vin dl phai san xuat hang gi, cung ung dich vu nao vi phu thuoc vao sir cung ung cua nha kinh doanh Vai tinh cach la chu the cua quyen lire cong, Nha nuac nen kinh te thi truang hien dai phai co nhiem vu dam bao canh tranh, dam bao nguai kinh doanh va nguai tieu dung khong thi lai dung uu thi cua he thing thi truang Vi the, quan ly Nha nuac v l bao ve nguai tieu dung luon la mot nhiem vu quan cua cac quoc gia co nen kinh te thi truong Mac du da tra thanh vien chinh thuc cua To chuc quoc tl ve nguai tieu dung (Consumers International - Cl)1 tir thang nam 1991, song quyen ca ban cua nguai tieu dung2 lin dau tien mai dugc ghi nhan he thong phap luat Viet Nam Phap lenh bao ve nguai tieu dung nam 1999 Vi nhieu nguyen nhan khac nhau, phai dgi den nam sau, chung ta mai co Nghi dinh 69/2001/NB-CP 2.10.2001 huang din thi hanh Phap lenh Ben canh do, quyen lgi cua nguai tieu dung dugc ghi nhan va bao ve nhieu van ban quy pham phap luat nhu: Bo luat hinh sir, Bo luat dan sir, Luat canh tranh, Luat thuang mai, Luat bao ve sue khoe nhan dan, Luat bao ve moi truang, Luat ve tieu chuan va quy chuan ky thuat Tuy nhien, thuc tien nhung nam qua da chung to ring, he thong phap luat thirc dinh co vai tro rat han che viec bao ve nguai tieu dung a nuac ta \ r > f / \ \ *> To chuc quoc te nguai tieu dufng dugc lap nSm 1960 bai mot s6 to chirc nguai tieu dung quoc gia vai ten goi ban dau la International Organization o f Consumer Unions N3m 1994, Dai hoi thS giai qu6c te nguai tieu dung to chuc tai Montpellier (Phap) quyet djnh doi ten to chuc Consumers International Ngay nay, tam quyen ca ban sau day cua nguai tieu dung da dugc Lien hgp quoc, cong d6ng qu6c te va cac chinh phu thira nhan: Quyen dugc thoa man nhu cau co ban; Quyen dugc an toan; Quyen dugc thong tin; Quyen diroc lua chon; Quyen dugc ling nghe; Quyen dugc khieu nai va b6i thuang; Quyen dugc giao due va dao tao ve tieu dung; Quyen dugc co moi truang song lanh manh va ben vung Han nu:a, sir phat trien nhu vu bao cua khoa hoc va cong nghe boi canh toan c&u hoa va hoi nhap kinh t£ quoc te da tao dieu kien thuan lgi cho sir dai va phat trien cua nhi6u phuang thuc kinh doanh hien dai va khong it so da dugc du nhap vao Viet Nam3 Xu huang phat trien da dat nguai tieu dung vao mot khung canh mai - la su dan xen giua nhOng tien ich va pham vi lira chgn rong rai la nhung phuang thuc kinh doanh gian doi, thieu trung thuc va dugc nguy trang duai nhi6u hinh thuc tinh vi han Khong hiem cac truang hgp cac doanh nghiep da sir dung thi truang Viet Nam lam nai giai quy6t hang kem chat lugng, hang t6n kho, hang co chi din gay nham lan hoac true tiep tien hanh cac bien phap khuyen mai, quang cao gay nham lln cho nguai tieu dung Viet Nam - nhom nguai tieu dung chua co nhieu ca hoi dugc giao due va dao tao ve tieu dung ky nguyen toan cau hoa Mac du Hoi tieu chuan va bao ve nguai tieu dung (VINASTAS) da dugc lap, song nguai tieu dung Viet Nam hien vln phai doi mat hang vai nhung nguy ca cua viec sir dung nhung san pham dich vu khong dat tieu chuin an toan, dac biet la doi vai thuc pham, dugc pham va my pham Mac du co nhieu sang kien viec bao ve nguai tieu dung, song Hoi tieu chuan va bao ve nguai tieu dung Viet Nam chua dugc phap luat trao cac quyen va pham vi dai dien can thiet cho nguai tieu dung sir nghiep bao ve nguai tieu dung a nuac ta Them vao do, hoat dong quan ly Nha nuac ve tieu dung da va dang tiep tuc boc 16 tinh thieu hieu qua va tri tre rat dang lo ngai Viec cham cong bo gan nam chat gay ung thu 3-MCPD ket qua kiem dinh nuac tuang cua Sa Y Te TP Ho Chi Minh la mot minh churng dien hinh Thuc trang thuc thi phap luat bao ve nguai tieu dung a Viet Nam da cho thay phai co lai giai dap cho nhirng van de sau: Su xuat hien cang ph6 bien cua cac hanh vi canh tranh khong lanh manh va han ch6 canh tranh Su an toan cua nguai tieu dung su dung hang hoa va dich vu - Trach nhiem san phim cua nguai kinh doanh Nhan thirc cua nguai tieu dung va nguai kinh doanh ve bao ve quyen lgi cua nguai tieu dung X r / r f f \ t Thi du nhu ban hang da dip, kinh doanh nhuong quyen, djch vu qua canh hang hoa, dich vu logistics Vin de khieu nai va ca che boi thuang thiet hai cho nguai tieu dung Tinh trang thilu nang luc phan ung cua cac ca quan quan ly Nha nuac ve bao ve nguai tieu dung Bao ve quyen thong tin va quyen dugc giao due ve tieu dung cua nguai tieu dung Vai tro cua cac t6 chuc bao ve nguai tieu dung a Viet Nam Tir nhung nguyen nhan da trinh bay tren, co thi khang dinh ring, mot nghien cuu ve nang cao hieu lire va hieu qua quan ly Nha nuac ve bao ve nguai tieu dung a nuac ta hien la mot viec lam rat cap bach va co y nghTa thuc tiln to lan Tuy co tim quan nhu vay, song phap luat ve bao ve nguai tieu dung a nuac ta mai chi dugc quan tam dung muc va bat dau co mot so nghien cuu quy mo thai gian gan day Dilu dang noi la, cac ket qua nghien cuu thu dugc cho den hit sue khiem ton Phan lan cac cong trinh khoa hgc ve lTnh vuc dugc cong bo duai hinh thuc cac bai viet dugc dang tai tren cac tap chi khoa hgc chuyen nganh luat hoac tham luan cac Hoi thao quoc gia va quoc te Quan nhat so co the ke den bai viet cua PGS TS Nguyen Nhu Phat, Dieu kien thuang mai chung va nguyen tac tu khe uac, Tap chi Nha nuac va Phap luat s6 nam 2003; PGS TS r y f Nguyen Nhu Phat, Doi tuang dieu chinh cua phap luat chong canh tranh khong lanh manh, Tap chi Nha nuac va Phap luat so nam 2000; Thac sy Ngo VTnh Bach Duang, Bao ve quyen lai nguai tieu dung phap luat canh tranh, Tap chi Nha Nuac va Phap luat so 11 nam 2000; Doan Van Truang, Nhimg van de ve viec bao ve quyen lai nguai tieu dung cua Viet Nam, Vien nghien cuu khoa hoc thi truong va gia ca, Bo Tai Chinh, 2003; r \ _ Dang Vu Huan, Phap luat va van de bao ve nguai tieu dung, Tap chi Dan chu va Phap luat, so chuyen d l v l phap luat va tieu dung thang nam 2005; To Giang, Quyen lai nguai tieu dung van chua duac dam bao, Tap chi Dan chu va Phap luat, so chuyen de v l phap luat va tieu dung thang nam 2005; Ky yeu Hoi thao day manh cong tac bao ve nguai tieu dung a Viet Nam, Sang kien khu6n kho du an 7UP2 20/3/2006 Cue Quan ly canh tranh, Bo Thuang mai chu tri tai Ha Noi f r r r r > r * \ r i •> r > Dang chu y la, mot so cong trinh dugc bien soan duai dang sach tham khao ve phap luat v l bao ve nguai tieu dung da dugc cong bo thai gian gin day song noi dung cua no mai chi dung lai a viec giai thieu va cung cdp nhung thong tin v l kinh nghiem dilu chinh cua phap luat nuac ngoai va buac diu da co nhung danh gia tong quat ve thuc trang phap luat ve bao ve nguai tieu dung a Viet Nam Ve loai cong trinh nay, co the ke den: Vien Nha nuac va phap luat, Tim hieu Luat bao ve nguai tieu dung cac nuac va van de bao ve nguai tieu dung a Viet Nam, Nha xuat ban lao dong 1999; PGS TS Nguy In Nhu Phat - PGS TS Trin Dinh Hao (chu bien), Canh tranh va xay dung phap luat canh tranh a Viet Nam, Nha xuat ban Cong an nhan dan, Ha Noi, 2001; He thong cac quy dinh ve bao ve quyen lai nguai tieu dung, Nha xuat ban Chinh tri quoc gia, 2004; Tim hieu phap lucit bao ve quyen lai nguai tieu dung, Nha xuat ban Tu phap, 2005; Cue quan ly canh tranh, So tay cong tac bao ve nguai tieu dung, Nha xuat ban Chinh tri quoc gia, 2006 Co the noi, cho den vln chua co cong trinh khoa hoc nao di sau nghien cuu mot cach ca ban va co he thong ve yeu cau va pham vi quan ly Nha nuac ve bao ve nguai tieu dung Viet Nam b6i canh hoi nhap kinh te qu6c te; thuc trang ca chi bao ve nguai tieu dung va he thong cac che tai ap dung doi vai cac hanh vi vi pham quyln lgi cua nguai tieu dung a Viet Nam hien nay; thuc trang quan ly Nha nuac ve bao ve nguai tieu dung a Viet Nam hien nay; xu huang da dang hoa cac bien phap phap ly nham bao ve nguai tieu dung a cac nuac tren the giai; de xuat cac nguyen tac va giai phap nham nang cao hieu lire va hieu qua quan ly Nha nuac v l bao ve nguai tieu dung a nuac ta hien Chinh vi vay, xet pham vi nhiem vu, chuc nang cua minh, Vien Nha nuac va Phap luat nhan thay can co su tap trung nghien cuu mot cach day du, toan dien cu the ve nang cao hieu lire va hieu qua quan ly Nha nuac ve bao ve nguai tieu dung a nuac ta hien Day la van de can nghien cuu mot cach ca ban, tong the va rat than vi hoat dong quan ly Nha nuac ve bao ve nguai tieu dung co y nghTa quyet dinh den su phat trien cua mot thi truang van minh, nhan dao va cong bang xa hoi Nhung noi dung chinh cua d! tai dugc triln khai nhu sau: \ r r r r r r t r y r ■ > \ \ y •> 10 PHAN THtr NAM CAC NGUYEN TAC VA GIAI PHAP NHA m NANG CAO HIEU LlTC VA HIEU QUA QUAN LY NHA NUOC VE BAO VE NGUOI TIEU DUNG Of NUOC TA HIEN NAY I Cac nguyen tsic nh&m nang cao hieu lye va hieu qua quan ly Nha nircrc ve bao ve ngiroi tieu dung o’ niro’c ta hien Bao ve NTD phai sir dung ca mot “he thong phap luat” Ro rang d6 co the bao ve dugc quyen lgi cua NTD, chung ta can phai sir dung ca mot he th6ng phap luat thuoc nhidu nganh khac nhau, tir nhung van ban chuyen nganh nhu ve sinh, an toan thuc pham, chat lugng san pham, phap luat v6 hgp ddng dan s u cho den cac quy dinh ve phap luat hinh su Phap luat bao ve quyen lgi NTD khong th i dimg lai a mot vai van ban don le mang ten “bao ve quyen lgi N TD ” Viec xac dinh van de co mot y nghTa het sue quan Chi co xac dinh ro di6u thi m oi xac dinh dugc he thong cac co quan co trach nhiem lien quan van de bao ve quyen lgi NTD Va cung chi xac dinh dugc diSu thi m oi xac dinh dugc co so phap ly de bao ve quyen lgi NTD Thuc te hien cho thiy, rat nhieu co quan thuong “d iy ” nhung trach nhiem bao ve quyen lgi NTD cua minh sang cho co quan co chuc nang “chinh thuc” v6 bao ve quydn lgi NTD Co quan lai khong co tham quyen xu ly cac vi pham cu the cac lTnh vuc cu the Van de cang tro nen nghiem hon su phoi hgp giua co quan voi cac co quan quan ly chuyen nganh chua chat che dan den quyen lgi cua NTD bi bo roi r _ r Tuy vay, viec xac dinh chu yeu mang tinh nguyen tac chi nam viec xay dung va ap dung phap luat, xay dung va thuc thi bo may co quan nha nuoc vi muc tieu cuoi cung la bao ve dugc quyen va lgi ich hgp phap cua NTD tren thuc te KMc phuc tinh trang bat can xihtg m6i quan he giCra NTD va nha cung cap r 2.1 Khac phuc trinh trang bat can xung - Nhiem vu co ban cua phap luat ve bao ve nguoi tieu dung Phap luat vh bao ve quySn lgi NTD phai xac dinh dugc nhiem vu co ban r r cua minh la khac phuc trinh trang bat can xung, khong ngimg nang cao vai tro, vi th i cua nguoi tieu dung voi tinh cach la nguoi quyet dinh xu huong 138 r f tieu dung Day se la nguyen tac xuyen suot cac quy dinh cua phap luat linh vuc nay, tu viec xac dinh trach nhiem cua to chuc, ca nhan kinh doanh hang hoa, dich vu, xac dinh co che giai quyet khieu nai, khoi kien va to cao cua NTD Phap luat phai xac dinh ro NTD can gi, phai co co che ro rang de NTD thuc hien quyen cua minh Mot nhung noi dung rat bat cap he thong phap luat bao ve quyen lgi NTD hien la co che giai quyet khieu nai cua NTD Co che “tu minh, hoac uy quyen cho to chuc bao ve quyen lgi NTD khieu nai den to chuc, ca nhan san xuat, kinh doanh hang hoa dich vu” la mot cach long leo, khong hieu qua va nhieu van de phai ban.89 Vay mot phap luat quy dinh ve nhung quyen cua NTD ma khong co co che de thuc hien quyen do, khong co co che de NTD su dung bao ve chinh minh quyen bi xam pham thi co le hieu qua dieu chinh cua phap luat se quy ve “khong” Voi nhiem vu trung tam noi tren, thi phap luat khong the co nhung doi f r r > hoi cao nhu doi voi doi tugng la doanh nghiep muon bao ve nhung quyen va lgi ich hgp phap cua minh Lay vi du nhu neu phap luat co the yeu cau f r \ -> doanh nghiep tien hanh khieu nai bang van ban thi NTD co the dugc thirc hien duoi nhieu hinh thuc phong phu khac nhau, ke ca bang mieng Boi NTD co the thuoc nhieu tang lop, co trinh van hoa khac nhau, co ngon ngu rieng va do khong the ap dung cung nh&c nhung doi hoi cao nhu doi voi doi tugng doanh nghiep 2.2 Bao ve quy6n lgi cua NTD Viet Nam Doi tugng bao ve cua phap luat bao ve quyen lgi NTD o day la NTD Viet Nam voi nhung dac diem rieng biet khac voi NTD nuoc khac Phap luat phai dieu chinh lam phu hgp voi trinh va van hoa tieu dung o Viet Nam \ r \ \ t Can nhan manh rang phap luat dieu chinh ap dung tren toan lanh tho Viet Nam, cho moi NTD tren Viet Nam, thiet ke cac quy dmh cua phap > f r r luat can phai tinh den doi tugng da so NTD Viet Nam Ben canh do, cong tac bao ve NTD Viet Nam cung chiu tac dong boi qua trinh hoi nhap cung nhu su 89 Dinh Thi My Loan, “Bao v e quyen lgi N TD , Nhin tir goc quan ly Nha nuoc”, Tap chi cong san dien tir s6 123, Thang 2/2007, tai dja chi: http://www.tapchicongsan.org.vn/details.asp?Obiect=4&Nevvs ID -3 139 phat trien nhanh chong cua khoa hoc - ky thuat Chinh vi vay, co the noi cong tac bao ve NTD luon a trang thai “dong” Di6u dat yeu c§u d6i voi cac quy dinh cua phap luat la phai du lieu dugc nhung van de lien quan den NTD thoi ky mai 2.3 Ca che nang cao kha nang tu bao ve cua NTD Cung vai hoi nhap, phap luat cung phai dinh huong de NTD cung hoi nhap theo V oi thoi dai thong tin tien tiln, hien dai, NTD phai dugc giao due, tuyen truyen va tiep can voi nhung nguon thong tin do, nham cai thien sir khac biet giua toe tang nhanh cua hoi nhap va t6c nang cao nhan thuc cua NTD Va chi co thong tin ddy du thi cung voi nhung co che bao ve thiet thuc, NTD moi co the tu bao ve lay chinh minh De cao trach nhiem cua to chirc, ca nhan kinh doanh hang hoa, dich vu D6 dh cao dugc trach nhiem cua to chuc, ca nhan kinh doanh hang hoa, dich vu moi quan he voi viec bao ve quyen lgi NTD, phap luat can su dung cac phuong huong dieu chinh sau day: - Thu nhat, phap luat phai quy dinh cu the va chi tiet ve nhung trach nhiem cua doanh nghiep va phai co nhung che tai du nghiem khac de ran de, trung phat thich dang doi vai nhung doanh nghiep vi pham; - Thu hai, phap luat phai tao co che hieu qua cuong che thi hanh doi voi nhung sai pham cua doanh nghiep xam pham quyen lgi cua NTD Nang cao hieu qua hoat dong cua bo may ca quan bao ve quyen loi NTD tien toi xa hoi hoa cong tac bao ve quyen loi NTD He thong ca quan bao ve quyen lgi NTD bao gom ca he thong co quan nha nuoc lan he thong to chuc xa hoi Cong tac bao ve quyen lgi NTD can phai dugc xa hoi hoa, trien khai tren nhieu mat tran Do khong chi la trach nhiem cua ca quan quan ly ma la trach nhiem cua toan xa hoi Chuc nang cua phap luat se la viec tao co so phap ly cho viec van hanh ca che bao ve co tinh xa hoi hoa cao Ve bo may quan ly nha nuoc, nhu da xac dinh tren, moi ca quan nha A > nuoc pham vi chuc nang, quyen han cua minh deu co trach nhiem thuc r > \ hien cong tac bao ve quyen lgi NTD V oi he thong hien nay, can phai co cac quy dinh phap luat quy dinh cu the, phan cong, phan nhiem ro rang cong viec f \ r r cua tung co quan/he thong co quan Can phai co co che phoi hgp ro rang tranh sir dun day trach nhiem lan Cac quy dinh phai dua sir phan dinh 140 i rach roi giua ca quan trung uang va ca quan dia phuang, su chi dao ph6i hop thuc hien giua cac cap cac nganh nh&m tao mot mat tran thuc su hieu qua bao ve quydn lgi cua NTD Ve he thong cac to chuc xa hoi, Phap lenh bao ve quyen lgi NTD nam 1999 va N ghi dinh so 69/2001/ND-CP va sau la Nghi dinh so 55/2008/ND-CP da tao ca sa phap ly de NTD co the cung tu lap Tuy nhien, cac quy dinh tren thuc te cung chua du va thieu cac quy dinh chi tiet v6 pham vi hoat dong, quyln va trach nhiem cua cac to chuc xa hoi Tren thuc t r r ta co the thay dugc hai bat cap lan sau day can phai xac dinh lai phuang huang dieu chinh mai Thu nhat, chua co mot ca che kiem tra, tra va xu ly vi pham ro rang ve cong tac bao ve quyen lgi NTD Phap luat chua quy dinh ro ve tham quyen tra, kiem tra, cac truong hgp cu the ve tra kiem tra, co che phoi hgp va xu ly giua cac co quan co chuc nang lien quan Tren thuc te, 90 Dinh Thi My Loan, “B ao ve quyen lgi N TD , Nhin tir goc quan ly N nuac”, Tap chi cong san dien tir so 123, Thang 2/2007, tai dia chi: http://w w \v.tapchicongsan.org.vn/details.asp'?O biect=4& N evvs ID = 156865 141 cac ca quan thuang hay lung tung xay su viec xam hai tai quyen lai NTD r y r r > Thu hai, van de xu ly vi pham cung het sue bat cap, dac biet ve muc xu ly Ve nguyen tac, xu phat vi pham phai du muc de ran de khong de cho ca nhan to chuc vi pham co y dinh thuc hien hanh vi vi pham de true lgi Muc xu phat phai cao han so vai mire lgi nhuan ma to chuc, ca nhan vi pham co the thu dugc tu viec thuc hien hanh vi Di6u tren thuc te a Viet Nam la chua lam dugc va vay cung can co nghien curu danh gia de dieu chinh phu hgp II Cac giai phap nham nang cao hieu lvc va hieu qua quan ly Nha nu’o’c ve bao ve ngiroi tieu dung o1nu’O’c ta hien Xay durng Luat Bao ve quyen loi NTD De dam bao lgi ich chinh dang cho NTD ve lau dai thi thai gian tai can sam nang Phap lenh Bao ve quyen lgi NTD 1999 Luat Bao ve quyen lgi NTD, can hoan thien cac quy dinh da dugc quy dinh Phap lenh, cu the cac van de nhu duai day: r > 1.1 Quy dinh lien quan den quyen va trach nhiem cua NTD Luat can lam ro han cac quyen cua NTD theo huong phap dien hoa va giai thich cac quyen cho phu hgp vai quyen ma LHQ va cong dong quoc te da thua nhan - Quyen dugc thoa man nhung nhu cau ca ban cua NTD : la quyen dugc co nhung hang hoa, dich vu thi It yeu phuc vu cho cuoc song nhu an, a, cham soc sue khoe, hoc hanh, di lai , nhung nhu cau thiet yeu ve tinh than vai gia ca hgp ly va co the chap nhan dugc - Quyen dugc an toan cua NTD: la quyen cua NTD dugc bao ve chong lai nhung loai hang hoa, dich vu, qua trinh san xuat co hai den sue khoe, dai song va quyen lgi chinh dang cua ho Quyen dugc an toan khong phai chi lien quan den cac san phim , hang hoa an toan ma lien quan den cac dich vu va qua trinh san xuat NTD phai khong bi de doa bai nhung nguy ca qua trinh san xuat cung nhu khong bi thiet thoi qua trinh su dung hang hoa, dich vu dugc cung cap - Quyen dugc thong tin cua NTD: la quyen dugc cung cap nhung thong tin can thiet ve san pham, hang hoa, dich vu ma ho su dung de co the tu quyet dinh viec co sir dung hay khong tren ca sa co day du thong tin Noi dung thong tin cho NTD co the dugc thuc hien thong qua viec ghi nhan, qua cac 142 huong dan su dung hay qua cac gioi thieu quang cao tren cac phuong tien thong tin - Quyen dugc lua chon cua NTD: la quyen cua NTD co toan quyen, tu quyet dinh dung hay khong dung san pham, dich vu Cac hanh vi thong tin khong trung thuc, tao su khan hiem gia tao de go ep NTD, viec loi dung vi th i thong linh hay doc quyen de khien NTD bat buoc phai su dung hang hoa, dich vu cua minh hoac viec tham gia vao thoa thuan han che canh tranh deu la hanh vi vi pham quyen duoc lua chon cua NTD - Quyen dugc Idng nghe cua NTD: goi la quyen duoc dai dien hay quyen duoc bay to y kien cua NTD Quyen duoc lang nghe la quyen cua NTD duoc bay to y kien cua minh doi voi cac nha san xuat, kinh doanh ve cac loai hang hoa, dich vu ho cung ung, ke ca quan he thai giua nguoi ban va nguoi mua cung nhu bay to y kien voi nha nuoc, voi cac co quan hoach dinh > r > f chinh sach phap luat ve nhung van de co lien quan den ho - Quyen dugc boi thuong cua NTD: goi la quyen duoc khieu nai va boi thuong cua NTD Khi gap nhung thiet thoi, nhung dieu khong vua y quan he voi cac nha san xudt kinh doanh, NTD co quyen duoc khieu nai Khi nhung khieu nai la chinh xac va dung din, NTD co quyen duoc boi thuong - Quyen dugc giao due ve tieu dung cua NTD: la dieu kien can thiet de cac quyen cua NTD duoc thuc hien Giao due ve tieu dung, ve cac kien thuc va ky nang tieu dung se giup cho NTD co hieu biet ve vi the cua minh xa hoi, co kha nang tu bao ve minh, bao ve cac quyen cua minh Viec giao due NTD co the duoc thuc hien bang nhieu hinh thuc nhu cung cap thong tin, kien thuc thong qua cac an pham, bao chi, cac hoi thao, hoi nghi, trien lam V in de giao due ve bao ve NTD hien dang duoc xa hoi h it sue quan tam va viec dua van de bao ve NTD vao chuong trinh giang day la mot doi hoi mang tinh cdp thiet - Quyen dugc song mot moi truong lanh manh cua: Moi truong o day bao gom ca moi truong vat chdt va xa hoi NTD co quyen duoc song mot moi truong lanh, khong bi o nhiem, tai nguyen va sinh quyen duoc bao ve, bao dam ben vung cho th i he hom va mai sau Ben canh cung can dua cac hau qua phap ly (hinh thuc xu ly) co su vi pham cac quyen cua NTD, va trach nhiem, vai tro cua cac co quan quan ly nha nuoc viec dam bao thuc hien cac quyen cho NTD, co nhu vay Luat Bao ve NTD moi thuc su di vao cuoc song 143 1.2 Quy dinh lien quan din trach nhiem cua to chuc, ca nhan san xuat kinh doanh hang hoa dich vu , Cac quy dinh Luat Bao ve NTD can tach bach va giai thich ro hon cac trach nhiem cu th i cua to chuc, ca nhan san xuat kinh doanh hang hoa, dich vu dam bao to chuc, ca nhan san xuat kinh doanh de dang nhan thuc dugc cac trach nhiem toi thieu cua hg doi vai NTD va xa hoi Ben canh cung cdn co cac quy dinh ve hinh thuc va muc xu ly vi hg khong thuc hien hoac thuc hien khong day du cac trach nhiem Trong truong hgp gay thiet hai phai boi thuong day du cho NTD va nhung nguoi co lien quan khac 1.3 Quy dinh lien quan den quan ly nha nu&c ve bao ve quyen lai NTD Can sua doi va bo sung trach nhiem va quyen han cua cac co quan quan ' \ _ \ r ly nha nuoc ve bao ve quyen lgi NTD nham huong den muc tieu sau day: - Quy dinh ro rang pham vi nhiem vu, quyen han cu the cua cac co quan nha nuoc tu trung uang d in dia phuong lmh vuc quan ly nha nuoc ve bao ve NTD Luat bao ve quyen lgi cua NTD nen phan cap manh hon ntfa cac chuc nang giai quylt khilu nai cua NTD cho cac co quan nha nuoc tai dia phuong; r i f - Quy dinh co che ro rang (ke ca phoi hgp giua cac co quan) viec thuc hien cac noi dung quan ly nha nuoc, dac biet viec kiem tra, tra giai quylt khieu nai, to cao cua NTD va xu ly doi voi cac to chuc ca nhan vi pham phap luat ve bao ve NTD Cu the, viec sua doi phap luat bao ve quyen lgi NTD c§n cho phep lap doan kilm tra, tra ve bao ve NTD, hoac nhom cong tac xu ly vu viec lien quan den vi pham phap luat bao ve quyen lgi NTD Ben canh do, can xay dung mot vi tri thich hgp cho co quan quan ly nha nuoc ve bao ve quyen lgi NTD Mac du cho den van nhieu cau tra loi cho cau hoi the nao la mot mo hinh co hieu qua cho co quan bao ve NTD, nhung neu chung ta khong trao cho co quan mot tham quyen du manh thi cung kho de thuc thi cong cong tac Luat cung can dua nhung che r f r ■> tai chat che, nghiem khac hon, cung nhu co mot co che phoi hgp cu the, mang tinh phap ly rang buoc giua cac co quan co lien quan Viec lap mot Hoi dong (hoac Uy ban) quoc gia ve NTD cung la van de rat can thiet va cap bach Cl Viet Nam hien Luat van chua quy dinh, 144 cung nhu chua cho phep de tien hanh van de Mot Hoi dong quoc gia gom dai dien thuoc nhieu ca quan, to chuc co lien quan va dugc trao mot tham quyen lan vai nguai dung dau la thu tuang chinh phu cung nhu kinh nghiem r y r y cua Nhat Ban, Malaisia, Dai Loan se dam bao viec giai quyet nhieu van de mang tinh phuc tap, lien quan nhilu Bo nganh, linh vuc khac Han nua, co quan se thuc hien tot hon vai tro dieu phoi, va can thiep sau hon den cac van de co lien quan den NTD, dieu ma hien co quan bao ve NTD Viet Nam chua du quyen luc va nguon luc de lam 1.4 pham Quy dinh lien quan den giai quyet khieu nai, to cao va xie ly vi Luat bao ve quyen lgi NTD sau can quy dinh cu the co che (trinh tu, thu tuc) giai quyet khieu nai cua NTD Nhung sua doi nen quy dinh theo huong, phat sinh vu viec xam pham toi quyen va lgi ich hgp phap cua NTD, tru6c het NTD (co the chinh minh, thong qua nguoi dai dien hgp phap hoac cac hoi bao ve NTD) khieu nai true tiep voi to chuc, ca nhan san xudt kinh doanh Dong thoi can co co che buoc to chuc, ca nhan san xuat, kinh doanh phai tra lai, giai quyet khieu nai cho NTD mot thoi han nhat dinh ke tu nhan dugc khieu nai cua NTD Het thoi han do, hoac neu khong chap thuan cach giai quylt cua to chuc, ca nhan san xuat, kinh doanh, NTD co the khieu nai len cac ca quan quan ly nha nuac ve bao ve quyen lgi NTD, hoac khoi kien toa an co tham quyen Mot co che giai quyet tranh chap thay the cung can dugc bo sung theo huong co quan quan ly nha nuoc se true tiep lap ban hoac bo phan hoa r \ giai de tien hanh hoa giai co yeu cau cua NTD hoac vu viec da khong dugc to chuc, ca nhan san xuat, kinh doanh giai quyet khong thoa dang Ben canh do, Luat Bao ve quyen lgi NTD can cho phep tien hanh dieu \ \ r \ tra ve hanh vi vi pham quyen lgi cua NTD Muon vay can xay dung mot co r \ che va quy trinh dieu tra rieng cho bao ve NTD co quan quan ly nha nuoc ve bao ve NTD phat hien hoac nhan dugc to cao, khieu nai cua NTD ve hanh vi vi pham den quyen lgi chinh dang cua ho De lam dugc dieu nay, cung can xay dung them cac van ban phap luat rieng cho viec xu ly hanh chinh cac hanh vi vi pham noi tren Thanh tra ve tieu dung hoac dieu tra vien ve tieu dung la nhung thuat ngu: khong xa la vai nhilu nuac tren th i giai nhung vai chung ta thuc su la v ln moi, tham chi la chua co D6 bao ve t6t nhdt 145 quyln lgi cua NTD khong the khong co quy trinh dieu tra hoac tra viec thuc thi phap luat bao ve NTD Viec tien hanh khai kien cac vu viec ve tieu dung cung can co nhung ' * 7 quy dinh thong thoang, don gian hon cho NTD Dac biet can co ca che de to chuc NTD hoac dai dien cua NTD co the khai kien vu viec co lien quan den mot s6 lugng Ion NTD ma nhu chung ta thuang goi duai cai ten ngan gon la “khai kien tap the” 1.5 Quy dinh lien quan den to chitc bao ve quyen lgi NTD Cac sua doi nen nh&m tai cac muc tieu quy dinh theo huong lap to chuc Hoi mot khoi thong nMt, co ca cau to chuc chat che tu trung uong r \ den cac tinh, ca nuac, truong hgp dieu kien khong cho phep thi nhieu tinh co chung mot hoi va hoi co trach nhiem la dai dien de bao ve quyen lgi NTD tai khu vuc hanh chinh cua dia phuong minh Cac hoi dia phuong thong nhat lap trung uong hoi Trung uong hoi se dai dien cho quyen lgi cua NTD pham vi ca nuac hoac lien quan den hai hoi dia r r r phuong tra len Quy dinh nhu vay se tao su lien ket va thong nhat viec bao ve NTD pham vi ca nuac Trung uong hoi nen tap trung huong hoat dong cua minh vao cac cong tac chung nhu hgp tac quoc te, dong vai tro dieu ph6i hoat dong hoi tren toan quoc, thong nhat cong tac dai dien bao ve NTD ca nuoc, cung voi cac ca quan nha nuac a trung uong tham gia vao qua trinh xay dung chinh sach phap luat ve bao ve NTD va nhung hoat dong mang tinh vi mo khac 1.6 Cac quy dinh khac CSn co ca che giai quylt boi thuong thiet hai vi pham quyen lgi cua NTD mot cach tich cuc hon Can khan truong nghien cuu va ung dung phap luat v l trach nhiem san pham ma theo cho phep nguoi tieu dung yeu cau > r \ > f muc boi thuong thiet hai cao gap nhieu lan thiet hai thuc te Luat Bao ve quyen lgi NTD cung can bo sung quy dinh bao ve NTD doi voi cac truong hgp mua ban, kinh doanh dac biet nhu kinh doanh theo phuong thuc thu moi mua hoac ban hang tan cua, nhu quy dinh trach nhiem cung cdp cac thong tin ten, chuc danh, nguai chiu trach nhiem, co quan hoac noi cu tru cua nguai ban tien hanh tiep thi hang cho NTD cung nhu cac quy dinh giao dich sau Mot van de nua ma hien phap luat Viet Nam cung bo ngo la “hgp dong lam sSn” hay “hgp dong hang loat”, dac biet cua cac cong ty co 146 dugc sir doc quyen hoac vi tri thong linh nhu cac hgp dong mua ban dien, hgp d6ng cung c&p dich vu dien thgai co dinh, hgp dong mua ban nuac sinh hoat Trong nhilu hgp d6ng co cac quy dinh, cac dieu khoan mang tinh “cuong ep”, “bat buoc”, hoac “khong cong bang” doi vai NTD Ben canh rit nhieu vin de khac can dugc nghien cuu va dugc dieu chinh bai phap luat bao ve quyen lgi NTD l linh virc khac nhu canh tranh, quan ly thi truong, tieu ehuan, luong, ch it lugng, ve sinh an toan thuc pham, dugc pham, my pham, dich vu ngan hang, chat lugng dich vu buu chinh v iin thong, dien nang, nuoc sinh hoat v v 2.4 Nang cao nhan thuc ve quyen va trach nhiem cho NTD Toan xa hoi, cong dong doanh nghiep, cac co quan quan ly nha nuoc va chinh NTD chua co nhan thuc day du v6 cong tac bao ve quyen lgi NTD, dac biet la nhung van de nhu tieu dung ben vung, tieu dung xanh, tieu dung hgp r \ i f f ly, van de ve sinh, an toan thuc pham v.v boi canh hoi nhap kinh te quoc te cang sau rong, dac biet sau Viet Nam tro thanh vien cua WTO V e phia minh, chinh ban than NTD cung chua nhan thuc day du quyen va trach nhiem cua minh, co quyen lira chgn hang hoa,dich vu; dugc cung cap cac thong tin trung thuc, dugc bao dam an toan ve tinh mang, sire khoe va moi truong; co quydn doi boi thuang thiet hai, quyen khoi kien v.v va trach nhiem tu bao ve minh, phat hien, to cao cac hanh vi gian doi ve tieu ehuan, lucmg, ch it lugng nhan hieu hang hoa, gia ca va cac hanh vi lua doi khac Tinh trang nghiem hon a cac vung sau, vung xa, noi 148 NTD co rdt it ca hoi tiep can vai viec tim hieu va thirc thi quyen va trach nhiem cua minh D l nang cao nhan thuc ve bao ve quyen lgi NTD mot cach toan dien can: - Nang cao nhan thuc cho NTD de tu bao ve chinh minh; giao due, nang cao nhan thuc cho cong dong doanh nghiep ve trach nhiem cua ho doi vai NTD - Cac ca quan quan ly nha nuac va t6 chuc bao ve quyen lgi NTD tu moi vi tri cua minh co trach nhiem lan viec tao dieu kien, h6 trg, huong din viec tuyen truyln, giao due de nang cao nhan thuc ve bao ve NTD cho toan xa hoi - Cong tac tuyen truyen, giao due c&n dugc tien hanh thucmg xuyen va vai nhilu cap do, nhieu hinh thuc phong phu, vi du: t6 chuc cac hoi thao, khoa dao tao v l bao ve NTD cho dai dien NTD va cong dong doanh nghiep; tuyen truyln, ph6 b iln cac kien thuc, thong tin ve bao ve quyen lgi NTD tren nhieu phuang tien truyen thong khac nhau: truyen hinh, radio, bao, tap chi va internet; qua tra lai phong v in , d6i thoai true tuyen vai cong dong N T D ; ban hanh cac an pham, ta rai ve bao ve quyen lgi NTD v.v 2.5 Nghien cieu noi dung, yeu chu bao ve quyen loi NTD qua trinh hoi nhaip kinh te quoc te Tren duang hoi nhap kinh te quoc t l cang sau rong, Viet Nam co nhilu ca hoi m viec thoa man nhung nhu cau ca ban noi rieng, co quyen tiep can vai nhilu san pham va dich vu vai chat lugng dam bao va gia ca thich hgp va thuc su dugc su dung cac quyen cua NTD noi chung Tuy nhien, qua trinh cung tiem an nhieu yeu to co the khien cho viec k ilm soat an toan, chat lugng cua hang hoa, dich vu nhap khau tra nen kho khan han, viec xu ly sai pham cua doanh nghiep a nuac ngoai cung tra nen phuc tap D6ng thai, su phat trien cua cong nghe thong tin keo theo nhieu loai hinh kinh doanh m (nhu mua hang qua dien thoai, qua internet ), va nhung van de mai nhu thu rac (spam), lua dao tren Internet cung cang tra nen tinh vi han Nhieu hanh vi kinh doanh hien dai cung dang dan xuat hien va phat trien vai t ie nhanh chong (ban hang tir ciia din cua, ban hang da cap ) va, mot so truong hgp da co nhung bien tuang, nhung bieu hien bat chinh cin dugc xu ly Nhung hanh vi nhu vay khong chi gay thiet hai kinh te cho 149 nhung nguai bi lira gat ma anh huong tieu cuc tai tinh hinh xa hoi noi chung B le nhung NTD la nan nhan cua hanh vi gian lan, lira dao chu y lu la nhung nguai co thu nhap thap, trinh hieu biet han che va song a khu vuc nong thon CJ muc nghiem hon, nhung hanh vi han che canh tranh nhu thoa thuan han che canh tranh, lam dung vi tri thong linh, vi tri doc quyen cung se lam moi truong canh tranh bi bop meo, anh huong toi gia ca hang hoa, dich vu va tir gay thiet hai d6i voi quy In loi NTD 2.6 Giai quyet khieu nai, khieu kien cua NTD NTD la tit ca moi nguai, la s6 dong xa hoi nhung hanh dong thi chu yeu la hanh dong rieng le Trong quan he giao dich voi doanh nghiep, NTD thuong dung a the yeu, va thuong chiu thiet thoi, nhieu bat binh nhung khong hoac chua biet cach dau tranh de bao ve quyen loi chinh dang cua minh Tir nhung diem yeu nhan thuc ve quyen va trach nhiem cua minh, NTD Viet Nam thuong e ngai can khieu nai true tiep voi nguai san xuat, kinh doanh hang hoa va dich vu, chua noi den viec khieu kien cac ca quan chuc nang hoac toa an de bao ve quyen loi chinh dang cua minh Co the noi f \ f r r \ r&ng viec giai quyet khieu nai, khieu kien cua NTD rat nhieu kho khan va bat cap — ' ' r Ngay ca NTD tien hanh khieu nai, khieu kien (tu minh hoac thong qua Van phong khieu nai cua NTD true thuoc VINASTAS va cac Hoi Bao ve quyen lgi NTD o cac tinh/thanh pho) thi viec giai quyet khieu nai, khieu kien cua NTD khong he don gian nhieu nguyen nhan, co the ke den thai coi thuong NTD, vo tinh hoac co y vi pham phap luat ve bao ve quyen lgi N T D tir phia doanh nghiep cung nhu nhung kho khan tir phia NTD qua trinh theo du6i mot vu khieu nai, khieu kien hoac van de cung cap chung cu Mot so vi du het sire don gian nhu khilu nai ve bao hanh ma khong co giay bao hanh, thoi quen khong yeu cau hoa don/bien nhan mua ban, su dung hang hoa va dich vu v v Hon nua, NTD co tam ly e ngai cac thu tuc phap ly va cac chi phi khoi kien toa dan sir thu tuc kien tung keo dai cung nhu nhung chi phi cho viec theo duoi vu kien cung lam nan long nguoi khieu kien 150 DANH MUC TAI LIEU THAM KHAO • • Phap lenh Bao ve quyen lgi nguoi tieu dung 1999 N ghi dinh /2 0 1/ND-CP huong dan thi hanh phap lenh Bao ve quyen lgi nguoi tieu dung Bo Luat To tung Dan su Canada Bo Luat Dan sir Canada Luat Bao ve NTDH oa Ky Luat Thuong mai Australia (TPA) Luat Bao ve N TD Canada Luat Bao ve N TD Thai Lan Luat Bao ve N TD Indonesia 10 Luat Bao ve N TD Malaixia 11 Luat Bao ve N TD Dai Loan 12 Luat Bao ve N TD An Do 13 Luat Bao ve NTD Trung Quoc 14 S6 tay cong tac bao ve NTD, Cue Quan ly canh tranh N X B Chinh tri Quoc gia - 2006 15 W ebsite cua Hoi Bao ve NTD Trung Quoc (CCA) w w w cca.org.cn 16 W ebsite cua U y ban bao ve NTD Dai loan http://•w w w cpc gov tw/en/ 17 W ebsite cua U y ban Thuong mai Lien bang Hoa Ky http://w w w ftc go v/b cp/index.shtml 18 W ebsite cua U y ban Canh tranh va Tieu dung Australia (ACCC) http://•w w w accc gov.au 19 W ebsite cua ICPEN: http://www.icpen.org 20 W ebsite cua To chirc Quoc te NTD http://w w w sumer sinternation al.org/ 21 W ebsite Tong Cue thong ke: http://w w w g so g o v 22 Hoi - Dap ve Bao ve quyen lgi NTD, Cue Quan ly canh tranh, N X B Lao dong - Xa hoi, Ha N oi 2007 23 Dinh Thi My Loan, Bao ve quySn lgi NTD, nhin tu goc quan ly nha nuoc, Tap chi Cong san so 123, thang 2/2007 24 Phan The Thang, Mot so kinh nghiem cua Dai Loan ve bao ve nguoi tieu dung, Tap chi Kinh te Doi ngoai so 22, thang 1/2007 151 25 Vien Khoa hgc phap ly, Tai lieu Hoi thao ve “C a che phap ly bao v e nguai tieu dung: thuc tiln Viet nam va kinh nghiem qu6c t£”, thang 8/2007 26 Tap chi NTD, Hoi Tieu ehuan va Bao ve N TD Viet Nam 152 [...]... budc chinh nhu sau: 7 r > ' r 7 7 \ 7 ■=> Du nhap, xay dung tieu chuin, quy chuin ■=> Lap hang rao ky thuat ■=> Tang sue manh cho ca quan giam sat tai cua khiu Thuc thi luat tieu chuin, quy chuan, ke ca tang hinh phat, tang mure phat hanh chi'nh va tang b6i thuang thiet hai, dao ngugc nghta vu chung minh, don phi tin phap ly va to tung buoc nguai kinh doanh phai chju va giam ganh nang v l chi phi giam... doi bai la phieu cua cu tri Tuang tac giua nhu cau cua nhan dan va nhu cau cua bo may nha nuac la mot chu de can quan tam, han chi la tang cudng bo may va tham quyen ^ > 7 fhay do q uan niei n i Viequan 1y iha nuds r r ’ j 5 Ca quan nao quan ly nha mrfrc ve bao ve ngvoi tieu dung Cai “lo thung” trach nhiem ddi vai bao ve nguai tieu dung a Viet Nam khong phai tai d nuac ta chua co ca quan chuyen trach... do ve nude ta Xuat di 1 dong, nhap ve 5 dong hang hoa tu nuac lang gieng Phuang B&c, cang tang hoi nhap, that dang canh bao rang nlu khong kheo chung ta cang tao nhieu cong an viec lam cho ngudi nude ngoai Ai lo tham thung thuang mai, ai lo sue khoe va bao ve quyen lgi ngudi dan trudc hang ngoai nhap kem pham chat; mai nha chung, ai bay gid lo giu? Su thd a cua chinh quyen doi vdi du loai tai hoa rinh... giai phap, Tap chi Cong San online: http://w ww.tapchiconasan.ori;.vn 9 Dinh Thi My Loan, Bao ve quySn lai nguai tieu dung, nhin tu goc do quan ly nha nuac, Tap chi Cong san online: http://www.tapchiconesan.org.vn 33 can thiep hoac khong thi giai quylt triet dl hanh vi vi pham de khoi phuc quyen lgi cho ho Tu nhung lap luan tren, co thi thay, van hoa phap ly cua nguai tieu dung Viet Nam chua cao, dac... chuan muc dugc tao ra trudc het do nhu ciu cua doanh nghiep, nhfim tao niem tin cua ngudi dan, tao dilu kien tdi thieu gia nhap thi trudng, tu bao ve thi trudng cua minh trudc hang kem phim Can co nhung dieu tra them, vi sao lien kit giiJa cac doanh nghiep hien nay mang dang dip cua hoi qudc doanh, chi dugc thiet ke chu yeu vi muc dich pho bien, tuyen truyen chinh sach cua nha nude, han la tao lien ket... nay khong the nhin nhan tach rdi, duy y chi nha nude can phai lam gi, bdi bo may quan lieu va nhung cong chuc quen thira hanh co nhung lgi ich va quan tam rieng, tu than bo may iy khong nhan ra nhu cau bao ve ngudi tieu dung Muon tang vai tro cua nha nude trong bao ve ngudi tieu dung cin tdi nhung cong cu khac, ben ngoai bo may nha nude Bao chi, truyln thong la kenh thong tin va tao dung du luan quan... duai day: O NghTa vu dang ky chat lugng, tieu chuAn hang hoa/dich vu truac khi luu hanh; ■=> NghTa vu thu h6i hang hoa khong du dilu kien luu hanh va boi hoan cho nguai tieu dung trong cac truang hop hang hoa co khuyet tat theo quy djnh ve trach nhiem san phdm d6i vai nha san xuit; => Buoc ap dung trach nhiem phap ly cho cac hanh vi khong tuan thu phap luat bao ve nguai tieu dung; cac chi tai nay nen... kien tung thudng d kha nang chung minh, kha nang tai chinh cho viec huy dong chung cu; niu nghta vu chung minh dugc dao ngugc, trach nhiem chung minh tuan thu phap luat thuoc v l ngudi kinh doanh, ngudi tieu dung co thi de dang han khi khai kien doi quyln lgi cua minh ■=> Ngudi tieu dung van co nghta vu chung minh thiet hai, mac du co thi dao ngugc nghta vu chumg minh loi cho cac nha san xu&t hoac cung... hoa rieng re hoac di kem vai cac dich vu > r » 29 Phap luat bao ve quyln lgi ngudi tieu dung phai tao lap dugc khung phap luat cam ngudi ban hang xuyen tae, bop meo, lam vo hieu hoa, han che, giam bot y nghTa cac quy dinh cua phap luat cung nhu cac thuat ngu the hien trong Hgp dong, cung nhu nhung che tai ap dung trong trucmg hgp vi pham Hgp dong Be bao ve quyen lgi cua khach hang, trong cac Hgp dong... tu cach thanh vien mang luai tren ca sa chap thuan cua VINASTAS Hien nay, hoat dong cua VINASTAS con het sue han che cung nhu vai tro dai dien cua hiep hoi doi vai nguai tieu dung khong may hieu qua trong cac vu viec lien quan den cac khieu nai tu phia nguai tieu dung Mot trong nhung hoat dong quan trong cua VINASTAS trong qua trinh nang cao nhan thuc cua nguai tieu dung ve quyen lgi cua minh da chi ... thuat ■=> Tang sue manh cho ca quan giam sat tai cua khiu Thuc thi luat tieu chuin, quy chuan, ke ca tang hinh phat, tang mure phat hanh chi'nh va tang b6i thuang thiet hai, dao ngugc nghta vu chung... vu Nang cao hieu qua hoat dong cua bo may co quan bao ve quyen lgi NTD tien toi xa hoi hoa cong tac bao ve quyen lgi NTD Cong tac tra, kiem tra, xu ly vi pham II Cac giai phap nh&m nang cao hieu... dang muon leo im un ve nude ta Xuat di dong, nhap ve dong hang hoa tu nuac lang gieng Phuang B&c, cang tang hoi nhap, that dang canh bao rang nlu khong kheo chung ta cang tao nhieu cong an viec lam