Protecting consumer rights.

(Baothanhhoa.vn) - The distribution network in the province is developing strongly, giving consumers more opportunities to choose and use goods according to their needs and requirements. Protecting consumer rights is increasingly being emphasized by the whole society. However, the production and sale of counterfeit, fake, and substandard goods still persist, affecting the psychology, health, and reputation of businesses and production and trading establishments.

Báo Thanh Hóa•29/06/2025

The Thanh Hoa Provincial Market Management Department is providing training on identifying genuine and counterfeit goods to its officials, aiming to enhance their skills in inspecting and handling violations in the market.

According to data from the Thanh Hoa Department of Industry and Trade, in 2024 the province received over 140 complaints from consumers regarding the quality of goods and services, counterfeit goods, and online shopping fraud. These cases mainly involved sectors such as electronics, home appliances, functional foods, cosmetics, transportation services, and e-commerce. Many consumers had their rights violated but didn't know who to turn to or lacked sufficient legal evidence to protect themselves. In particular, the rapid development of online shopping, livestreaming, and the use of artificial intelligence in advertising has increased consumer risks. Not only is it difficult to verify the origin of goods, but consumers also face ambiguity in information, incorrect deliveries, delayed refunds, or refusal of product warranties.

Another issue worth noting is that the majority of consumers are not fully aware of their rights and responsibilities. They often ignore information such as anti-counterfeiting labels, usage instructions, expiration dates, or return procedures. A reluctance to confront issues, a lack of legal knowledge, or a fear of "making a big fuss" leads many to remain silent, even when their rights are affected.

To enhance consumer protection, the Provincial People's Committee has recently directed departments, agencies, and localities to accelerate the implementation of the amended Law on Consumer Rights Protection, which came into effect on July 1, 2024. Units such as the Department of Industry and Trade and the Provincial Market Management Department have intensified the dissemination of new policies and laws, while also improving their capacity to receive and handle complaints and feedback. According to the Thanh Hoa Market Management Department, in the first six months of 2025, the provincial market management force inspected a total of 326 cases, detecting and handling 286 violations; the total amount of administrative fines was 2.4 billion VND; including 2.4 billion VND in administrative penalties; 1.3 billion VND in value of confiscated goods (1.1 billion VND in goods destroyed or ordered to be destroyed; 0.2 billion VND in goods awaiting processing); and 2.4 billion VND collected for the state budget. Ten cases with signs of criminal activity were transferred to the investigative agency... focusing on acts such as trading in counterfeit and substandard goods, labeling violations, goods of unknown origin, and false advertising...

Besides the role of market management forces, some large businesses in Thanh Hoa are also pioneering in building friendly, transparent, and clear customer care policies regarding returns, refunds, and warranties. For example, Co.opmart Thanh Hoa supermarket and Dien May Xanh (electronics store) both apply a "7-day no-reason return" policy, provide dedicated shipping support and after-sales service, contributing to strengthening consumer trust. Some e-commerce platforms also cooperate with local authorities in handling counterfeit and substandard goods from individual sellers. However, the rate of consumers directly complaining remains very low, mainly due to reluctance to go through procedures and unfamiliarity with the complaint mechanism.

To create a significant change in protecting consumer rights, the entire political system needs to work together, especially by strengthening communication and education to raise awareness among the people themselves. The annual "Vietnam Consumer Rights Day" (March 15th) is one of the opportunities for the province to promote widespread awareness. In 2025, the Department of Industry and Trade coordinated the organization of numerous workshops and communication activities in schools and residential areas, distributed leaflets, and posted promotional videos on social media and mass media. The content focused on disseminating the eight basic rights of consumers according to the new law, such as: the right to safety, the right to choose, the right to compensation, the right to complain, and the right to resolution...

Furthermore, the province is also focusing on developing more accessible tools for receiving consumer feedback, applying digital technology so that people can submit feedback and complaints online through the public service portal, hotline, or mobile applications. Several pilot models in Thanh Hoa City, Nghi Son town, and Hoang Hoa district are testing chatbot systems to assist consumers in searching for product information, policies, laws, and how to quickly submit complaints.

To further enhance consumer protection, Thanh Hoa province is focusing on improving coordination mechanisms among functional agencies, strengthening inspections and handling violations in both traditional markets and e-commerce. The province also aims to develop more convenient complaint and feedback tools through digital platforms, while encouraging businesses to be transparent about product origins, improve after-sales service, and incorporate social responsibility into their products. When consumers are better protected, confidence in the market will be strengthened, creating a foundation for sustainable and civilized economic development.

Text and photos: Chi Pham

Source: https://baothanhhoa.vn/nbsp-bao-dam-quyen-loi-cua-nguoi-tieu-dung-253489.htm