Tata AIG General Insurance Company - Insurer Innovation Award 2024
Day 2 being an effective consumer representative
1. THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
CONSUMER ISSUES IN
STANDARDIZATION IN
GHANA
Being an Effective Consumer
Representative
Jean Lukaz MIH MTS
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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3. THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
Who is a Consumer Representative?
• ISO COPOLCO has defined the term
“consumer" to mean an individual member of
the general public, purchasing or using
goods, property or services, for private
purposes.
• However, there is no definition for “consumer
representative ” at the international level.
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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4. THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
Who is a Consumer Representative?
• The SR working group defined a representative in the consumer
stakeholder category as a representative of a “consumer
organization ” which is either :
• Definition 1): an independent not-for-profit organization
advocating the interests of consumers before other organizations or
governments, not involved in the advancement of commercial
interests (although it may engage in trading activities related to the
provision of consumer information and to promoting its own
work), and not affiliated with any political party; or
• Definition 2): an organization or agency that is active in consumer
affairs (for example, specializing in one particular consumer issue
such as standards, law or consumer protection).
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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5. THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
Who is a Consumer Representative?
• The SR definition specified that in terms of international
participation, priority should be given to representatives of
consumer organizations that meet definition 1).
• However, if there is no organization that meets that
definition, or if none of the consumer organizations decide
to engage in the process, then a representative of an
organization or agency which meets definition 2) may
participate.
• An example of this is a government department or agency
handling consumer affairs and recognized by the public as
such, or an independent body within an NSB Representing
consumer interests.
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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6. THE CONSUMER
PARTNERSHIP
(GHANA)
Why get involved?
consumer education is self-preservation
• Standards need consumers for credibility and
usability
• International standards need to be seen to
reflect the needs of all economies, regions and
stakeholders
• Traditional consumer issues such as
environment, sustainability, CSR, and services
are now being addressed by standards
• Recognition of standards as a tool to provide
consumer protection
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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7. THE CONSUMER
PARTNERSHIP
(GHANA)
Making a Difference
consumer education is self-preservation
• Consumer Representatives give feedback from
the point of view of the end-user.
• There are several ways that a consumer
representative can influence the outcome of
discussions, resulting in
– better,
– more relevant standards, and therefore
– more desirable end products.
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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8. THE CONSUMER
PARTNERSHIP
(GHANA)
Making a Difference
consumer education is self-preservation
• help ensure that the standards produced are
market-relevant, by identifying which
standards or standards programmes are of
priority interest to consumers,
• provide data on acceptable levels of risks for
products defined by standards,
• give examples of how goods and services are
actually used (or predictably misused) in
practice,
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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9. THE CONSUMER
PARTNERSHIP
(GHANA)
Making a Difference
consumer education is self-preservation
• give advice on communication issues including
labeling, product instructions and warnings,
• suggest features that are needed by consumers
with special needs such as children, older persons
and people with disabilities,
• propose solutions to address consumer
requirements such as
safety, performance, quality, interoperability or
enhanced consumer protection.
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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10. What is your role ?
THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
Identifying the consumer interests by translating
the consumer rights into Standards-making policy
aims that are practical and understandable e.g.
Safety and reducing risk
Design for all/ Accessibility
Common use and misuse
Improving product and service information for
consumers
Represent the national consumer view
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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11. Before the meetings
THE CONSUMER
PARTNERSHIP
(GHANA)
consumer education is self-preservation
Prepare well !
Read the papers, especially the minutes
Identify the consumer issues
Decide on your aims, where you can
compromise and where you can’t
Collect supporting information/research/data
where possible
It can help to submit comments in writing in
time for them to be considered
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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12. THE CONSUMER
PARTNERSHIP
(GHANA)
At the Meeting
consumer education is self-preservation
• Participate in discussions - be active and positive
• Listen!
• Know your priorities and where you could
compromise
• Suggest positive solutions and build a case for
change
• Identify and work with other consumers, or those
with supporting views e.g. government, industry
• Make the most of informal periods e.g. tea break
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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13. THE CONSUMER
PARTNERSHIP
(GHANA)
Being Effective
consumer education is self-preservation
• Make sure you comment in writing, especially at
formal stages
• Get to know the strict rules and procedures by which
standards are developed
• Be objective – try to avoid personal conflicts
• Be professional .. You are no less of an expert than
others, you are a consumer expert
• Make use the resources available e.g. ISO/IEC guides
(see ISO publications at www.iso.org)
ISO-COPOLCO WORKSHOP, ACCRA 16th March, 2012
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