Decree No. 99120llJND·(]) of October27, 2011, detailing and guiding' anumber of articles of the Law onProtection of Consumer Rights

THE GOVERNMENT

Pursuant to the December 25,2001 Law on

Organization of the Government;

Pursuant to November 17, 2010 Law No.

59120101QH12 Oil Protection of Consumer

Rights;

At the proposal of the Minister of Industry

and Trade,

DECREES:

Chapter I

GENERALPROVISIONS

Article 1. Scope of regulation

This Decree provides the protection of

consumers in transactionswithpersonsengagedin independent and regular commercial

activities not subject to business registration;contracts-with consumers and general

transaction.conditions; settlement ofconsumer

right pro.tection requests; social organizationsengaged in consumer right protection;

mediation of disputes between consumers andinstitutional or individual tl aders and state

management of consumer right protection.

Article 2. SUbjectsof application

This Decreeapplies toconsumers;goodsand

Is§-_ll\'.I1'1$_91n51i}Gt~Qr:n.fIJ H(Gong 880 IiOS 57J574!NovuniJAI 6, ?OI/)

service traders; and agencies, olgaliizations ,mel

persons involved in consumer ri,ght protection

in the territory of Vietnam.

Article 3. Interpretation of terms

In this Decree, the terms belowarc construed

as tollows:

I. Distance contract means a contractconcluded between a consumer and a goods or

service trader via an electronic device or by

telephone.

2, Continuous service contract means acontract on service provision with an indefinite

term or a term of three (3) months or morc.

3. Door-to-door sale means the sale by atrader to a consumer at the latter's home or

office.

Chapter II

PROTECTION OF CONSUMERS INTRANSACTIONS WITH PERSONS

ENGAGED IN INDEPENDENT AND

REGULAR COMMERCIALACTlVITlESNOT SUBJECTTO BUSINESS

REGISTRATION

Article 4. Responsibilities of a personengaged in independent and regular commercial

activities not subject to business registration

I. Toguarantee the quality,quantity, use and

foodsafetyof his/hergoodsor servicesprovidedto consumers under the law on consumer

protection, thecommercial law and other related

laws.

Issue nos 03·05fOctober 2011(Cong Baanos 573-574lNovember 6,2011)

2. Not to supply consumers with the goods

and services provided in Clause 1, Article 5 of

the Government's Decree No. 39/2007/ND-CP

of March 16, 2007, on persons engaged in

indcpeudeut ami regular couuuercial acti vities

not subject to business registration.

3. To truthfully and fully provide information

on his/her goods or services provided to

consumers under the law on consumer

protection, the commercial law and other related

laws.

4. To change goods for or take back goods

hom and refund a consumer when his/her goods

fail to meet requirements on quality, quantity

or use as earl ier informed to the consumer.

5. To comply with decisions on goods recall

when his/her goods are subject to recall and bear

expenses for goods destruction when his/her

goods are subject to destruction under decisions

of competent agencies.

() In addition to Clauses 1,2,3,4, and 5 of

this Article. a person engaged in independent

and regular commercial activities not subject

to business registration operating in a market

or trade center shall fully comply with rules on

co nsu me r protection set by the market

management unit or the market or trade center

operator and approved by a competent :l2t'llry

Article 5. Responsibilities of a market

management unit or market or trade center

operator

65

basic contents on consumer right protection,

including:

a/ Rights and responsibilities of consumers;

bl Rights and responsibilities of sellers:

cl Persons responsible for receiving and

settling requests and feedback of consumers;

cl Measures to handle violations.

2. To mediate disputes between consumers

and sellers within the market or trade center

when so requested.

3. To place, and maintain operation of, scales

or measuring devices ill the market or trade

center for consumers to check the quantity and

quality of goods.

4. To regularly supervise the quality and

quantity of goods in the market or trade center

5. To set up, and publicly post up the number

of, a telephone liotii lie fOl Iecei ving and settl i IIg

consumer requests sui table to the grade of the

market or trade center as classified under law.

6. To biannually report on, and coordinate

with functional agencies in charge of trade,

market control, food safety, and standards,

measurement and quality in, the control of

quality, quantity, origin and food safety of goods

and services within its market or trade center.

7. To report to competent agencies when

detecting violations of the law on consumer

right protection and other related laws.

R. To handle viohtions under its approved

I. To issue rules under law which must cover rules.

66

Article 6. Responsibilities of commune­

level People's Committees

1. To examine and supervise market

management units and operators of markets and

trade centers in their localities in implementing

approved rules. When there is no market

management unit or market or trade center

operator, to take measures to protect consumer

rights within markets or trade centers.

2. To manage and inspect activities of

persons engaged in independent and regular

commercial activities not subject to business

registration in their communes who operate

outside markets and trade centers in order to

protect consumer rights.

3. To coordinate with district- and

provincial-level functional agencies in charge

of trade, market control, food safety, and

standards, measurement and quality in

managing and inspecting activities of individual

traders in their communes.

4. To handle violations of regulations on

consumer protection according to their

competence and law.

5. To mobilize and encourage individuals to

carry out commercial activities in markets and

trade centers; to create conditions for

individuals to carry out business activities

within markets and trade centers.

Chapter III

CONTRACTS WITH CONSUMERS AND

GENERAL TRANSACTION CONDITIONS

1$l;Ue nos 03-05/Odober 2011(Gong Bao nos 573-574/November6, 2011)

Section 1

CONTROL OF MODEL CONTRACTS

AND GENERAL TRANSACTION

CONDITIONS

Article 7. General requirements on model

contracts and general transaction conditions

Model contracts and general transaction

conditions shall he made in writing and must

fully meet the following conditions:

I. The language is Vietnamese. The contents

are clear and understandable. The font size of

the text is at least 12.

2.The paper background and in k color used

in model contracts and general transaction

conditions must contrast

Article 8. Responsibilities for registration

of model contracts and general transaction

conditions

L Before applying a model contract or

general transaction conditions for a goods or

service which must be registered under the

Prime Minister's regulations, a trader shall

register such contract or conditions under this

Decree.

2. A model contract or general transaction

condiiions may only be applied to CUIlSUlIlen;

when its/their registration is completed under

Article 14of this Decree.

Article 9. Authority to receive registration

dossiers

I:isuenos 03-0S/Oftober 2011(Cong Bao nos 573·574RVovember 6, 2011)

1. The Ministry of Industry and Trade shall

receive registration dossiers of model contracts

and general transaction conditions which are

appl ied nationwide or in two or more provinces.

2. Provincial-level Industry and Trade

Departments shall receive registration dossiers

of model contracts and general transaction

conditions which are applied within a province

or centrally run city.

Article 10. Dossiers and form of registration

1.A registration dossier of a model contract

or general transaction conditions comprises:

a/ An application, made according to the

form provided by the Ministry of Industry and

Trade, specifying the address and business line

of the goods or service trader;

b/ The draft model contract or general

transaction conditions.

2. One (1) set of a registration dossier may

be submitted directly, by post or electronically

IO a competent agency provided in Article 9 of

this Decree.

3. For a dossier submitted directly, the

recipient of the dossier shall make a receipt

record the date of which is the date of dossier

receipt. For a dossier submitted by post, the date

of dossier receipt is based on the postmark. For

a dossier submitted electronically, the date of

dossier receipt is counted from the time a

competent registry's electronic receipt

acknowledgement message is sent.

Article 11. Request for dossier

67

supplementation

1. Within five (5) working days after

receiving an incomplete registration dossier

under Clause 1, Article 10 of this Decree, acompetent registry shall request the applicant

to supplement such dossier.

2.An applicant shall supplement the dossier

within three (3) working days after receiving a

competent agency's request.

Article 12. Consideration of registration

dossiers

1. A competent registry shall consider a

registration dossier after receiving it under

Articles 10 and II of this Decree.

2. When considering a registration dossier,

a competent registry may request the applicant

to explain issues related to the model contract

or general transaction conditions.

3. When considering a registration dossier

of a model contract or general transaction

conditions, a competent registry may consult

involved agencies, organizations and persons

Article 13. Scope of consideration of model

contracts and general transaction conditions

A competent agency provided in Article 9of this Decree shall consider a model contract

or general transaction conditions regarding:

1. Invalid contents under Article 16 of the

Law on Protection of Consumer Rights.

2. Requirements under Article 7 of this

68

.'. ('\li11pli,I11Cl' \\llh ILv 1<1\\ Ull Clll1"lIliLr

riglll jll\lll'llillll dlHl gl'lll'l-al jlrlllCipics tor

contrac I \> )lIC 11I~ il Ill.

Artidc 1-'. ('omplclioll \)1 rcgi~\r"li()n

I. Withill l\\(~))ly i. .:\)\ \\ 1)I~in~ lhy~ :Jlll';

rl'l'c'iving <i I~dld dCiS"ilT ~I CCliIlPl'(c'1l1 rqc("lr)

sh<.lll send 1hi.-' lr<ldl' f <I 11<)( il·l' "I" CllTC !"<lll ..:,: \ 'I

rl'g.iSlr~III()/1 ur d IWllkl C(lIllr~ict UI (2l'II,TtI

transaction c·Ulldili()l\s III C~i~l' 1)1 rl'rll~iil~ c.uch

1",'giSll·illion, it shali selic! lile lLlckr ,I \\Tllil'il

reply clcarl , ~Ulil1g Ihe rl'~IS(lll

2, Afkr n lmp!L'1 i 11~ rl' ~i~lr~d iUIl r'li )CCdlll\'S_

1110Jel CO!lII~!CI" :llid gCIIl'r~d Ilalh;ll'II,!1\

conditions sh;jll hl' plIhli"lwd ~111l1 "luled lJll thr

1\ l'h~ilcS of Clll1lpClC II! rc SlstIIC~ .

.\. Cornpr tc nt rcgislrics .,IEdI (','gular!)

1l1specr and munitor the circulation uf rcgisk'I\'d

mode l cu ntr ~l c Is (j nd gCnc' r~l! II a 11 "d Ct i U 11

conditions,

Ar ttcte 15. Re-lcgislratioll of mod,:1

contracts and genclaltrall~aCliul1 cOliJiliun~

1. A trader Sh:lJl r~~r~gistcr its mode! contrac:

or Seneral transaction conditions when:

aJThere is a change in law \vhich results in

It change in the contents of the model COnlrdC[

or general transaction conditions:

bl It changes the contents of the model

contract or general transaction conditions.

2. Procedures for re-registration of moue!

,,'(Jill' 'c·h dll(i ~!l':l\.I;d 1I<1),,;k:l\l/1 !.II/hi 11\ '1" .1'

(iii. '''llh' -IS rh.: r·~.'-'i>11 :1l·"'!1 11!ih.c'dllh' ',lIlli,"

Ihi· j),·Cl'L'\·.

~2cnl.'l,1! \;~IIIS~lcti\l11 (\lnd/(i',)lIs \!ld~I\l' II~·. : 1\,

un CllIiSU!IlL'I 1l>!llt prOl,Tliun '.iI :I!\' C\llilr;JrI II:

.C:l'll':r~d 1-;·: Il~'; pkc. j, .r c\ 'I Itl.kl '·CoI1, i ,..• 't'

C(JiI1!"'CI.\,'!:' et:,el1'~) ':l','" IlL'.f ~:I :\: (L·I.: '. I" I:,

])c'e:,; :11<\ r':qtlc',1 :lJc :1 ,l'~;"l I,) /II, ',:1, \ ,,~

CJlil',.. IIil\!c,' l\lIll\'nh.

2. \Vh,?J, !Ill' Ulnkllh III :1 11 1(llic' I UlII11:lcl 1'1

~l'lln<ll 11"~I:lS;iC\illll Uliidiliolh (II',' llllc!,':11 ;,\

may be uude rstonrl in dillcll'lil I\d\',

C0I111Xlcl'lIl,lgclll') 1l1dy Iceqll,'sl th,' lradl'! 1\\

\""pbill «ud ,IMit"; lhusc LUlllClih

J. \Vilhill le'l1 i lin \\olh.ing (la\" ::!'l'\

rccc iving a c\ un pctcnt '.lgCI1CY' Sr~~qllcsL a \!·~l\kr

SlJ'l!J modify or cancel violaling eOlllcllL'i of i1le'

conlr.\Cl and notify such to ClIllStillllTS hell-ins

signed thal contract. ln case the rnodificution

or cancellation of violatin~ contents results in

the invai idity of conuac t s signed wit h

consumers or general lransaction conditions.

causing damage to consumers. the trader shall

pay damages 1,0 those consumers under the civ: J

law,

[~SLJflJlo~Dl-05IQr.tobl',~2Q11

(Cong Bjo I,OS 57~L574}ioiern/)'::/ 6 20"·

SPEC J FlC ():\ rR\ (TS \\ nn« J\'Sl i\JJ.R\

l . \Vlh'll CIlJ!liLidillg ~l di~I;t1"I~l' connact. .1

tl,I,I-'1' ~1i~!lI PI"\1\ ille' ,I COII"IlI11l'l" II. 1111 tile

!nllnwillg inform.uio»:

<II :\~tIl1C of the rr.idcr. I<..'lcplHllll: number.

auu r.: s s he ad u (li cc .t nd dulin' ~~ o r the

L'stahli"lllllCllt I"L'sj!'lllsihk f"l" t hc ("untrUL"t

Co Il C IIIS i0 il 0 IIc r ( ir d n) ):

ct (Ioous delivery Cost (if any):

d/ \1ocks of paymcru and goods deli very or

service prOVISI()n~

l'! The validity time of the offer and offered

puce:

(j Costs for lISe of communication devices

for contract conclusion, if these costs arc not

included ill the guud~ UJ ser vicc price;

g/ Details Oil spcc ificario ns, use and use

method of the guods ur ::>l:l vice pro\' ided under

the contract.

2. Whcn a contract conclusion offer IS made

by telephone, a trader should clearly state its

namr and addre ss and purpose of the call right

from the beginning,

3. Unless otherwise agreed by involved

parties, when a trader fails to properly or fully

provide the information stated in Clause I of

this Article, within ten (10) days after

69

CllllCludlll;' tlh' l"(1lllr~ICL ;l l'()llS(lln,~r Illay

1I11Ilafl'!';lily n-rmin.uc the (OIlIr;ICI ,1l1d notify

',:,ell 1<, !IlL' uudcr. ThL' L'·:lll:,IIlIlL'j" i': 1l()1 ()hli.C!cd

[I, fUY LillY custs !'"I<lke! [0 Ih;1I rcrmin.nion and

~kJlII)llly pay f,lf IIiL' gHl(b ,11' sL'nicL' he/she

ILlS IISL'd.

~. III C~IS,' ~l c ons umcrunilutcr.rllv rcrmi nute ;

;1 cunlraclllll(krCbu-'l' ~ 011h'IS .\rlick, a trader

sh;J!1 refund till' p;lid 1110!ll') 11l the consumer

1\ irhin thir1y (~()) dely' after the consumer

announces lu unilalcrally term: natc the contract

P~hl illis rime limit. tll" trader Slhill p;ly interests

lor the delayed P;I)'!llClll C()ITe~Sp()lldillgto the

Ii 11ll' of d,' I:JY'-'d p:tylliCIlI .u the pri me interest

ral,' .mnounccd by the' St;ltC Bank at the time of

payment. The refund shall be Illdlk hy the mode

of paymcm lIscd by till' consumer. unless Ihl'

consumer agrees to the refund hy anothermode.

In case the contract termination causes

damage to a consumer, J uadcr shal I pay

damages under tile CIVIl law.

Article IS. Continuous service contracts

1. A contmuous service contract must

contain:

u/ Name and contacl address of the service

prov idcr;

bl Description of the service to be provided;

cl Service quality:

dJ Time and duration of service provision;

e/ Method of calculation of service charge

and price;

fI Modes of service provis ion and payment.

70

2. A continuous service contract shall be

madein writingand one (1)copy shallbegivento theconsumer.

. 3. Unless otherwise agreed by involvedparties, a consumer may unilaterally terminate

a continuous service contract at any time andnotify such in writing to the service provider.When a consumer unilaterally terminates acontract, he/she shall only pay the charge orprice fur the service he/she has used.

4. A service provider has the followingobligations:

aJ Unless otherwise agreed by involvedparties, not to request a consumer to make any

payments before the service is provided to theconsumer;

bl Not to unilaterally terminate a contractandstopprovidinga servicewithouta plausiblereason.Whenrepairor maintenance is requiredor there is another reason forcing it to stop theservice, to notify consumers at least three (3)working days in advance before stopping theservice:

cl To regularly examine the quality of itsserviceandensurethequality ascommitted withconsumers;

dI Upon a consumer's notification of anincidentor complaint about service quality, topromptly examine and settle such incident orcomplaint.

Artide 19. Door-to-doorsale contracts

I. Adoor-to-door salesperson is the staffofa traderand hasthefollowingobligationswhensellingdoor-to-door:

Issue nos 03-05IOctober 2011(Gong Bao nos 573·574INovember6, 2011)

a/To introduce the name, contact telephone

number, address and head office of the trader

responsible for the contract conclusion offer;

b/ Not to insist on contract conclusion afterbeing refused by a consumer;

c/ To explain to a consumer about contractconditions and other information related to agoodsor service that consumer is interestedin.

2. Unless otherwise agreed by involvedparties, a door-to-door sale contract shall be

madein writing and one (I) copy shall be given(O the consumer.

3. Within three (3) working days afterconcludinga contract, a consumermay requestto unilaterally terminate thatcontractand notifysuch in writing to the trader. Before this lime

limit expires, a door-to-door salesperson maynot request a consumer to make any paymentsor perform the contract, unless otherwiseprovided by law.

4.Whena door-to-door salecontractis madein writing,a consumerhimself/herselfshall fi IIin thedateof thecontractwhen concluding suchcontract.

5. A trader shall take responsibility for allactivitiesof its door-to-door salespersons.

Chapter IV

~ETTIEMENT OF CONSUMER RIGHT

PROTECTIONREQUESTS

Article 20. Formsand contentsof consumerright protectionrequests

1. A consumer or a social organization

.liWe nos 03-0SlOctober 2011(Cong Bao nos 573-574/November6, 2011)

engaged in consumer right protection may

request a state management agency of consumer

right protection provided in Article 25 of the

Law on Protection of Consumer Rights. Such

request may be made in writing or verbally.

2. A consumer right protection request must

contain:

aJ Information on the violating trader;

b/ Information on the requesting social

organization or consumer;

c/ Details of the case;

dI Specific requests of the consumer or social

organization engaged in consumer righr

protection;

e/ Enclosed documents and evidences.

Article 21. Procedures for receiving requests

1. For a written request for consumer right

protection, a person in charge shall consider and

receive such request.

For a consumer right protection request

made verbally, a person in charge shall record

such request in writing and request the

consumer or the representative of the social

organization engaged in consumer right

protection to sign or press his/her finger-print

on that document.

2. When aconsumer right protection request

lacks any of the contents stated in Article 20 of

this Decree, a competent agency shall request a

consumer or social organization engaged in

consumer right protection to supplement that

request. The supplementation shall be made

71

within five (5) working days after receiving a

competent agency's request.

Article 22. Settlement of consumer right

protection requests

1.After receiving a consumer right protection

request, a competent agency shall settle such

request When necessary, the competent agency

may request involved parties to give explanations

and additionally provide information and

documents for settlement of the request

2. Within fifteen (i5) working days after

receiving a valid consumer right protection

request, a cornpetenr agency shall issue a reply

under Article 26 of the Law on Protection of

Consumer Rights. For a complicated case, the

time limit for issuing a reply may be extended

for not more than another fifteen (15) working

days.

3. In the course of settling a consumer right

protection request, if a competent agency finds

that the case shows signs of violation of the law

on handling of administrative violations or it

must be settled by another authority, it shall

forward the c:'Ise dossier 10 that authority and

clearly state this in its reply to the consumer.

Article 23. Public notification of the list of

traders infringing upon consumer rights

1. District-level consumer right protection

agencies shall make and publicize lists of goods

or service traders infringing upon COIlSUl11I::1

rights under Clause 4, Article 26 of the Law on

Protection of Consumer Rights. For cases of

violation involving two or more districts,

72 l~SJJ!L~Q3~Q.51QGQb.GIJ011

:'C6ng Bao nos 573-574/No'!smiJer 6.2:,:11:

prOVlllClal-kvc'l Industry andl r'H.lc

Dcparuncnt« sh,i11 publicize lists or vi\l!clli]\~

right pmlcc{icn may il:..cIC ini(i~ltc ,I l<1\\'~ud (III

C()I1S11Il](1 ri ~ hI protect 1<)\1 lor pllhl Ie i Ilkl'C s!

Whe'11 1\i1ly 1\1\','1111~~ 1ill.' (,,11(\\\ ill:' (',,"dlll'\I\','

province». lht:: :\1inistry or lndustry :lnd Tr.ulc

shall publicize lislS of \ioblini' traders.

2. Liqs of violating (raJers sl1J11 he

publicized in {he' mass media. and roslcJ up at\he: head offices uud published Oil websites of

consumer I'ighl protection Cl.L'cIlCics. coverlll.'!:

aJ Names and addresses of violarovs:

hi Acts .uid r!aces or \';o!,t!i(Jn:

c/ AgeJ1C ics iSSlling vi 0 Iat ion 11,11)(.1 Iin '-'

decisions and numbers and dales or these

decisions.

The duration for notificutinn of violatois is

Olirly (50) days from the elate of notnication.

'") 10 h.i v« (I!H:rali(ll\ "lIllk I iii," .i!l(.l

(1hi C2e l ; VC S fill' '.:OIlSUll1e'r ri~hls or I'm puhlic..

il1h,'rc:sl rchkd \1 COl\~\III,,'r riLIH".

.1 Tn h:/vc \)p':-LI!Cl! Inr at k':hlllm'" f 'l \,'dr,

CUHlilill" I"Wlll ll1L' dale lJf il" l'""l"!,li,,i'"'l'JIi H!

the- dd Ii of itx Lt1\'1I i{ ill; I id I iUIL

Articll' 25. Ohlii2:11iulb of ,oci:Jl

o rgall j ;; : /( i ons c" g:1 t!eJ inc I)11.' UlJ) err i c: h I

protl-'clion when in; ';:iI iIlg Ll\\~ui I, 011 L('/bU mer

righl prO!CCiIOI1 [or public il1ll'(C"l

3. Market mJI1,tgcmcnt units .md operators

of markets or Ir,IUc centers shall puhlici:«: IislS

ur Irudcrs thai inrringc upon consumer l'i~,dHS in

markets or trad~ centers uudcr lheir managemenl.

When ini tiati ll.'! ihe'll a Iawsui I on UHNlllllT

li)'.hl rIOll'cti\\1l Cor p',I!>lic illil're~L J ,ucl;11

or g u11 i r. ~ll io n eng a ~edin co 11 "U 111 c' r i~ ,I \

protection hUE, the t\}li\lwil1~ ohli~aliol1~;:

Chapter V

SOCIALORCjANIZATfONS ENCiA(;ED IN

CONSUMER RfGHT PROTECTION

I. To i I: form Oil 1he C1S(' under Artie k ~,~ 01"

the Law un Protection Ill' Consumer Ri"hl.'L

:2. To uxsurc inv 01 vcd Cll]1SUl1wr< ri~hI III

PUrllC1P;lIC 111 th(' case.

Section 1

INITIATION OFLAWSU[TS ON

CONSUMER RIGHTPROTECTION

3. To bear all expenses arlSlng I"ml1l (Ill'

lawsuit initiation.

When ,1 soc ial org,mlzdtioll has iniliJtnl d

lawsuit on consumer right protection. related

so c ia l orgo.l1ilJtions have the: right and

obi ig ation to coordinate witb such s(Jeia}A social organization engaged in consumer

Artidc 2(,. Sociul org.anizalion:' pal-licipatin=

Article 24. Conditions for social in lawsuit initiation

organizations engaged in consumer right

protection to initiate lawsuits on consumer righl

protection for public interest

IsW~ ncs Q3·0510ctober 2011(Cong Beo nos 573-574/November6 2011)

IJI,Salli/dliull ill clJlkLlilig evidences. provilliJlg

information and GllTyillg out other activities

rcla\c'd to judicial pruceedings.

Section ::2

I'FRFOIUvlANCE OF ST/\TE.-/\SSICNED

TASKS

A r ti cl e 27. Co 11 d i t i (1 ns fo r soc ia I

OJ'S:l n i/.:!! i on s en gaged in cons umc r ri gh I

protection to perform stare-assigned tasks Oil

consumer right protection

,\ social organization engaged in consumer

right protection may perform state-assigned

tasks 011 consumer right protection when fully

meet ing the fo lIowing conditions:

I. To be set up lawfully.

2. To h.i v c operation guidelines and

objectives for consumer right protection,

:'>. To have operated for at least one ( I) year.

4. To operate at provincial or higher level.

Article 28. Tasks assigned by the State to

soc ial organizut Ions

A social organization fully meeting the

conditions provided in Article 27 of this Decree

may be assigned by a competent state agency

to perform one of the following tusks:

l. Disseminating information and educating

about the rights and obligations of consumers,

2. Providing guidance and training to raise

awareness for consumers.

73

5. Counseling :llxl assisti ng con-urncrx.

4. Conducting researches and fi,'ld surveys

und c o ll cc t i ng op i n i o ns and needs of

con surncrx.

Article 29. Competence to assi)!11 tasks on

co IlSU mer ri gh ( nro rcct i o n to soci a I

orga niza: ions

J, The Minister of' Industry und Trude may

assign st:lte-assigned tasKS on COIlSUIJ1Lr right

protection to soci al organizations that arc

e]igihle and operate nationwide or within two

Dr more provuices.

2. Chairpersons of provincial-level People's

Committees may assign state-assigned tasks on

consumer right protection 10 social

organizations that arc clig ihlc and operate

with in their prnviuccs.

Article 30. Financial support for consumer

rigllt protection activities assigned by the State

When assignee! hy a compelenf <;taff' :Igency

to perform state-assigned tasks on consumer

right protection, a social organization may

receive financial support from the State under

law,

Chapter VI

MEDIATION OF DISPUTES BETWEEN

CONSUMERS AND TRADERS

Article 31. Competence to set up and

dissolve mediation organizations

The following agencies and organizations

74

may set up and dissolve mediation

organizations:

I. State management agencies of consumer

right protection.

2. Social organizations engaged in consumer

right protection.

Article 32. Mediators

1. A Vietnamese citizen may act as a

mediator when fully meeting the following

conditions:

aITo have full civil act capacity;

bl To have good morals and be honest;

cl To have at least five (5) years of working

experience.

2. A person who is being kept under

administrative probation, is being examined for

penal liability or has been sentenced without

being remitted from his/herconviction may not

act as a mediator.

Article 33. Responsibilities and powers of

mediation organizations

In the course of operation, a mediation

organization shall:

l. Comply with law.

2. Respect agreements of parties; neither

intimidate nor coerce parties in the course of

mediation.

3. Keep confidential information on the

mediation and other information of involved

!ssye nos 03-05IOctober 2011(Gong Bao nos 573·5741November 6,2011)

parties, unless otherwise agreed by parties or

provided by law.

4. Not take advantage of the mediation to

harm the rights and legitimate interests of

involved parties.

5. Not mediate a dispute which harms theinterests of the State or many consumers or

public interests or shows elements of crimes.

Chapter VII

STATE MANAGEMENT OF CONSUMER

RIGHT PROTECTION

Article 34. State management agencies of

consumer right protection

I. The Ministry of Industry and Trade is the

central state management agency of consumer

right protection.

The Vietnam Competition Authority is the

agency assisting the Minister of Industry and

Trade in performing the state management of

consumer right protection.

2. Provincial-level People's Committees are

local state management agencies of consumer

right protection.

Provincial-level Industry and Trade

Departments are agencies assisting chairpersons

of provincial-level People's Committees in

performing the state management of consumerright protection in their localities.

3. District-level People's Committees may

decide on units to assist them in performing the

ISsue nos 03-05Ioetober 2011(Gong Baonos 573-5741November 6, 2011)

statemanagementof consumerright protectionin their districts.

Article 35. Responsibilities of local statemanagement agencies of consumer rightprotection

1. Provincial-level Industry and TradeDepartments shall assist provincial-level

People's Committees in performing thefollowing tasks:

aJControlling model contracts and generaltransaction conditions under the Law on

Protection of ConsumerRights,thisDecreeandrelated laws;

bl Appraising schemes and plans onoperation of social organizations engaged inconsumerright protectionand submittingthemto chairpersons of provincial-level People'sCommittees for decision and assignment of

state-assignedtasks;

c! Supervising social organizations engaged

inconsumerrightprotection in petfonning tasksassigned to them;

d/ Examining and supervising mediationactivities of organizations mediating disputesbetween consumers and traders;

elCreating conditions forsocial organizationsengagedinconsumerlight protection tooperate;

fl Providing technical and professionalguidance for district-level state managementagencies of consumer right protection to carryoutactivities related toconsumer right protection;

gl Publicizing lists of goods and servicetraders infringing upon consumer rights under

75

Clause 4, Article 26 of the Law on Protectionof Consumer Rights and Article 23 of this

Decree;

hI Reporting on the state management ofconsumer right protection in their localitiesregularly or at therequest of superior authorities;

i/ Inspecting and handling violations ofconsumer rights under law;

jIPerforming other responsibilities providedin Article 49 of the Law on Protection of

ConsumerRights.

2, Units assisting district-level People's

Committees in performing the statemanagement ofconsumerrightprotection shall:

af Settleconsumer right protection requests

under the Law on Protection of ConsumerRights, this Decree and related laws;

bl Examine and supervise the operation ofsocial organizations engaged inconsumerrightprotection in the localities under theirmanagement;

cl Assist district-level People's Committeesill managing acconling [0 their competencemarkets and trade centers in their localities toprotect the rights of consumers when buyinggoods or services in these markets and tradecenters;

dl Provide technical and professional

guidance for commune-level People'sCommittees totake necessary measures toprotectthe rights of consumers when buying goods orservices of persons engaged in commercial

activities outsidemarkets and trade centers;

el Publicize listsof goodsandservicetraders

76

infrinDin::,: UpOlJ consumer rights under CbLLS~

4, Article 26 or th~ Law 011 Protection of

C'OJ]SlIlllL'J Riilhts and Article ~,~ of lill,' Decree:

fl Report 011 the state man<.t;2l'JilCllt of

<:on~un)u ri;.d1l prutectioll in lhcir districts

rej!Ldarly or at t he re.quc s t of superior

authorit ics:

gl Perform utlin rcsponsibiiiiics under

Ani c lc 4 () 0 f the Law 0 II Pro tee I i 011 () f

COnSU1H0r Rights,

Chapter VIII

EvlPL[~v1E"rL\T!ONPROVISIOl\iS

Article 3f>. Effect

This f)CCI'l'C lakes dfcel OIl December 15,

20! I,

Artidc 37. !ll1ph~mentati\)nre,;pl)n~;ihilitics

J. The Ministry of Industry and Trad" sh;i\l

assume the prime rc spunxitn luy for, and

coordinate with the rvlinislry or Home Affairs

and provinci al-Icvcl P~'opl<:'S (\.\111111 it!l'L'S j 11

guiding the Slatemanagement of consumer right

protection in localitics,

2, Ministers, heads of ministerial-level

~lge nc ie s, heads 0 r gov~rlll7lc Il t -a t tachcd

agencies. chairpersons of provincial-level

People's Committees and concerned

organizations and persons shall implement this

Decrec.-

Oil bchal] o] the Government

Prime Minister

NGUYEN TAN DUNG

!§~!L~_nos 01.p~/~tclolJeaOJ1(Gong Baa nas 57:3·5/4/Navember 6, 2(J; 7:

I)ecision No. 5X/2U II/QI)·TTg of( klolwr 1.J.

2m I. 011 the l'~tahlishJllt'lli or the ,'\aiiollal

.\(l\i~or~' COllnl'il for FilWlltial aud

\IOIl\'lary Polidl>s

['Iii, [),?cislu:1 LllL':' dln:l (III tIle; d"lC l'lit.'

S j gIi i il~' all d r cp I;! Cc'S tIlC P1i 1/1e ,\1 j 11 ) \ Ie I ,\

Dcci,j(!Jl r\n, 17S/~()()7iOI)-Tlgof .".:,11 Cillh,'j

jl), :01,7. and other prnillll:' dOllln,,'lll', 'lll

,lppoinlnwnt of 111;.'1111""1,\ In the '\,ltil'll:d

,:\clYisnI\ Coul1cil I'llI' l·il1~llh:i;li ;uld i\'ll)ll~'L11)

I\llicic,s.

Dedsion \'0.59/20 l1/<lD-TTg 01'( h:lolwr 2-L

201 l , promulgating (he \Vorl... ing Rq~lllaliotl

of the Natiunal ;\<hisory Councit 1'01'

Financial awl :VIOlll'tar~ Polil'ies

Thi.\ Decision l:d-:n l'rkl'l un lllc dall' oj it\

signlng,~

Decision No. 60/201l/QD-TTg ofOctober 26,2011, providing a numberof policies on preschool educationdevelopment during 2011-2015

THb PRIME MINISTER

PurJIt([!11 to the December 2.\ 2(0) Las: 011

Orf!,(/Jliz.ario/l oitne Government;