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How can we use Consumer Complaints to improve consumers' lives?

Albert Borschette Centre
36, Rue Froissart
1040 Brussels

Thursday May 27 2010


Minutespdf

PROGRAMME INCLUDING ALL PRESENTATIONS

8:30 - 9:30 REGISTRATION
INTRODUCTION
9:30 - 9:45 Official Welcome - Ms Paola Testori Coggi
Director General of DG SANCO (Health and Consumers)
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9:45 - 10:15 Opening Address - Mr John Dallipdf
EU Commissioner in charge of Health and Consumers
Content: Complaints as a tool for evidence-based consumer policy
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10:15 - 11:30 ROUNDTABLE DISCUSSION: COMPLAINTS AND CONSUMER POLICY: CONSUMER COMPLAINTS AS AN INDICATOR OF MARKET MALFUNCTIONING AND A POLICY TOOL
Chair: Ms Jacqueline Minor
Director of Consumer Affairs, DG SANCO (Health and Consumers)
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Ms Nathalie Homobonopdf
Director-General, DGCCRF, France
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Mr Colin Brown OFT
Director of Policy, OFT, UK
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Ms Patricia de Suzzoni
Chair of Customer Working Group (CWG)
European Regulators' Group for Electricity & Gas (ERGEG)
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Ms Cornelia Tausch
Head of Economic and International Affairs, VZBV – Federation of Consumer organisations, Germany

The speakers will address the following questions:
  1. What are the main market insights from consumer complaints?
  2. How can policy-makers integrate the insights from consumer complaints into their work to improve consumer related policies?
  3. Has the collection of complaints made any real difference?
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11:30 - 11:50 MORNING TEA OR COFFEE
SESSION 1 – IMPLEMENTING THE METHODOLOGY
11:50 – 12:15 Mr David Mair
Head of Unit, Consumer Markets, DG SANCO (Health and Consumers)
Title: Facilitating the adoption of the harmonised methodology. Political aspectspdf

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12:15 -12:30 Mr Gerald Cultot
Head of Section, IT development in the field of Consumers affairs, DG SANCO (Health and Consumers)
Title: Facilitating the adoption of the harmonised methodology. Data transfer aspectspdf

The speakers will address the following questions:
  1. How does the Commission envisage implementing the methodology?
  2. What measures is the Commission taking to facilitate the use of the methodology?
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12:30 – 13:00 DISCUSSION – SESSION 1
Questions for the discussion:
  1. What are the main issues for complaint bodies in adopting the methodology?
  2. Is the Commission doing enough to facilitate adoption?
  3. How can more bodies be encouraged to participate?
  4. How can consumers be encouraged to complain / voice their dissatisfaction?
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13:00 - 14:30 BUFFET LUNCH
SESSION 2 - ANALYSING AND USING COMPLAINTS DATA
14:30 - 14:45 Ms Britt Køhlert
Danish Consumer Agency, Denmark
Title: Learning from consumer complaintspdf

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14:45 - 15:00 Mr David Fisher
Director, Consumer Direct, UK
Title: Learning from consumer complaintspdf

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15:00 - 15:15 Mr Jacques Sainctavit
MEDEF - Mouvement des enterprises de France, France
Title: Lessons from the consumer experiencepdf

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15:15 - 15:30 Mr Dragos Trusca
Consumer Markets, DG SANCO (Health and Consumers)
Title: The Consumer Markets Scoreboardpdf

The speakers will address the following questions:
  1. How are complaints used to improve market functioning at national level?
  2. What can business learn from consumers?
  3. Do we have the right framework to analyse complaints data?

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15:30 – 16:00 DISCUSSION – SESSION 2
Questions for the discussion:
  1. How should complaints data be analysed?
  2. How is the Commission going to analyse and use the data?
  3. What other data do we need to analyse and complement complaints data?
  4. Are the insights from complaints more applicable to some markets or policies than others?
  5. How do we turn complaints into something positive?
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16:00 – 16: 15 CLOSING REMARKS – MS JACQUELINE MINOR
Director of Consumer Affairs, DG SANCO (Health and Consumers)

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Last Update : 29-07-2010