UNITED NATIONS CONFERENCE ON TRADE AND DEVELOPMENT UNCTAD MANUAL ON CONSUMER PROTECTION Edition 2016 Advance copy i Manual on Consumer Protection NOTE The designations employed and the presentation of the material do not imply the expression of any opinion whatsoever on the part of the United Nations secretariat concerning the legal status of any country, territory, city or area, or of its authorities, or concerning the delimitation of its frontiers or boundaries. This is an unedited publication. Material in this publication may be freely quoted or reprinted, but acknowledgement is requested, together with a reference of the document number. A copy of the publication containing the quotation or reprint should be sent to the UNCTAD secretariat. This publication is an advance copy of the Manual on Consumer Protection. Please send your comments to:
[email protected] UNITED NATIONS PUBLICATION UNCTAD/WEB/DITC/CLP/2016/1 Copyright © United Nations, 2016 All rights reserved. Printed in Kenya Manual on Consumer Protection ii ACKNOWLEDGEMENTS The Manual on Consumer Protection was revised in 2016 by Robin Simpson, lead consultant, and a team comprising Marisa Henderson, Graham Mott, Maria Bovey and Arnau Izaguerri. The work was completed under the overall supervision of Guillermo Valles, Director of the Division on International Trade in Goods and Services, and Commodities. The manual benefited from major substantive input by: Celine Awuor, consultant specialist in consumer protection in financial services; Thierry Bourgoignie, Groupe de recherche en droit International et comparé de la consommation, Université du Québec à Montréal; Liz Coll, specialist consultant in digital consumer policy; Ms Ha Dinh; Mr Julian Edwards, consumer policy consultant; Alan Etherington, consultant, water and sanitation; Christopher Hodges, University of Oxford; Sadie Homer, specialist, consumers and international standards; Claudia Lima Marques, Federal University of Rio Grande do Sul; Jeremy Malcolm, Electronic Frontier Foundation; Robert N.