Access to Justice for Consumers in Emerging Economies

TABLE of CONTENTS

TABLE of CONTENTS................................................................................................. 5

Introduction ......................................................................................................9

CHAPTER 1

Access to Justice for Consumers in Georgia

Introduction ....................................................................................................13

1. LEGAL FRAMEWORK FOR CONSUMER PROTECTION................................ 15

2. THE GENERAL DESIGN OF THE ENFORCEMENT MECHANISM .................. 29

3. NUMBER AND CHARACTERISTICS OF CONSUMER COMPLAINTS

AND DISPUTES .......................................................................................... 36

4. CURRENT CONSUMER DISPUTE RESOLUTION PROCESSES....................... 40

5. ALTERNATIVE MECHANISMS FOR THE RESOLUTION OF CONSUMER

DISPUTES .................................................................................................. 50

6. ONLINE DISPUTE RESOLUTION FOR CONSUMER DISPUTES ..................... 52

CHAPTER 2

Access to Justice for Consumers in Turkey

Introduction ....................................................................................................55

1. AN OVERVIEW OF TURKISH LEGAL SYSTEM.............................................. 57

2. TURKISH CONSUMER AND CONSUMER PROTECTION LAW ..................... 60

3. CURRENT CONSUMER ENFORCEMENT AND DISPUTE RESOLUTION

PROCESSES IN TURKEY.............................................................................. 66

3.1. The Nature of Consumer Arbitration Boards under the

Turkish Consumer Law ................................................................... 67

4. OTHER PUBLIC ADR ENTITIES.................................................................... 73

4.1. The Banks Association of Turkey Retail Customer Arbitration

Board .............................................................................................. 73

4.2. Information and Communications Technologies Authority ........... 75

4.3. The Istanbul Metropolitan Municipality Police (Zabita)................. 76

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5. THE ROLE OF PRIVATE ENTITIES TO RESOLVE CONSUMER DISPUTES

IN THE TURKISH SYSTEM .......................................................................... 77

6. ONLINE ACCESS TO CONSUMER ARBITRATION BOARDS AND

CONSUMER COURTS ................................................................................ 79

CHAPTER 3

Access to Justice for Consumers in the United Arab Emirates

Introduction ....................................................................................................81

1. CONSUMER PROTECTION IN THE UAE ..................................................... 83

1.1. Brief Overview of the United Arab Emirates.................................. 84

1.2. History and Background of Consumer Protection in the UAE........ 86

1.3. Legal Framework of Consumer Protection in the UAE................... 87

1.3.1. Pre-2006 ............................................................................ 87

1.3.2. (New) Consumer Protection Act No.15 of 2020

(Federal Law) ..................................................................... 88

1.3.3. (Old) Consumer Protection Act No.24 of 2006

(Federal Law) ..................................................................... 89

1.3.4. Local Law No. 2, 2008 on Food .......................................... 89

1.4. Weaknesses of Consumer Protection in the UAE .......................... 90

1.5. The Government, the Law, Administrative, Regulatory and

Enforcement Authorities of Consumer Protection in the UAE ...... 92

1.6. The Role of the UAE Government in Consumer Protection........... 92

2. THE LAW OF ONLINE CONSUMER PROTECTION IN THE UAE ................... 93

3. ENFORCEMENT OF CONSUMER PROTECTION IN THE U.A.E AND

THE CHALLENGES OF ENFORCEMENT ...................................................... 97

3.1. Role of Organisations in Consumer Protection in the UAE ............ 98

3.1.1. Application of Consumer Protection by Consumer

Organisations in the UAE................................................... 99

3.1.2. Mechanism of Applying Consumer Protection Law by

Consumer Organisations in the UAE................................ 100

3.1.3. Role of Customs in the Enforcement of Consumer

Protection ........................................................................ 101

3.1.4. Role of Police Departments ............................................. 104

3.1.5. Role of the Ministry of Economy ..................................... 107

3.1.6. Role of Consumer Protection Department...................... 109

Table of Contents 7

3.1.7. Role of the Ministry of Health.......................................... 111

3.1.8. Emirates Standardization and Metrology Authority........ 114

3.1.9. Department of Economic Development .......................... 115

3.1.10. Role of the Municipality in Protecting Consumers .......... 117

3.1.11. UAE Consumer Protection Association ............................ 118

4. DISPUTE RESOLUTION............................................................................. 121

4.1. The Inadequacy of the Alternative Dispute Resolution................ 124

4.2. Failure of Adjudication ................................................................. 126

5. OVERVIEW OF ONLINE DISPUTE RESOLUTION (ODR) FOR

CONSUMERS IN THE UAE........................................................................ 127

5.1. Benefits of ODR for Consumer Disputes: EU and UAE

Compared..................................................................................... 128

5.2. Factors Obstructing the Establishment of ODR in the UAE............. 129

CHAPTER 4

Access to Justice for Consumers in Pakistan

Introduction .................................................................................................. 133

1. CONSUMER PROTECTION MECHANISM IN PAKISTAN............................ 135

2. DISTRICT CONSUMER COURTS ............................................................... 137

2.1. Efficacy Of Consumer Court ......................................................... 139

3. CONSUMER DISPUTES REDRESSAL AGENCIES ........................................ 140

4. LEGAL FRAMEWORK OF ADR IN PAKISTAN............................................. 141

5. THE SMALL CLAIMS AND MINOR OFFENCES ORDINANCE (SCMOO)

2002........................................................................................................ 146

6. ONLINE DISPUTE RESOLUTION IN PAKISTAN.......................................... 147