2013

The Consumer Protection Agency of Egypt

This slogan was widespread in Egypt for many years, a clear

injustice to the consumer and a violation of the Consumer

International rights.

Upon the issuance of the Consumer Protection Law No. 76 of 2006

the Consumer Protection Agency was established. It works on

fostering the rights of the consumers in the Egyptian society.

The sold goods are not refundable nor replaced

CPA’s Mission Statement

Established in 2006, the Consumer Protection Agency is an Egyptian governmental regulatory authority aimed at providing and maintaining consumer protection as per the law number No. 76 of 2006. It inspects Egyptian markets, investigates mal practices, takes corrective legal actions in harmony with related authorities, and raise public awareness in coordination with CP non-governmental organizations.

Basic consumer rightsThe Consumer Protection Law

The right to health and safety upon the normal use of the products; The right to obtain correct information and data of the products that

are bought or used by or offered to consumer; The right to free selection of products complying with the conditions

relating to quality and complying with standards; The right to personal dignity and respect of religious values and

practices and norms; The right to obtain information related to the protection of

consumer’s rights and legitimate interests;

The right to join organizations, councils and committees engaged in consumer protection;

The right to bring legal actions for any matter related to the violation of consumer’s rights, or prejudice or restriction to such rights, with expeditious and easy procedures at no cost;

The right to obtain a fair compensation for the prejudice caused to the Consumer or the consumer’s money as a result or purchasing or using the products or receipt of the services;

CPA achievements during 2012-2013

1- CPA hotline center

Total Received calls

Handled callsAbandoned

CallsAbandoned Calls in IVR

AHT Service Level%

86212 75483 5122 6297 0:02:37 95%

The international average for one call duration is 0:03:00, CPA hotline call duration rate is 0:02:37

The international average of hotline centers performance is 80% - 85% . The CPA hotline center performance rate is 95% to 99%

2- Market Surveillance new team

The Minister of Justice decree # 1011 in 2012 grants full time lawyers

at CPA the market surveillance authority

The objectives of Market Surveillance

Examine consumer complaints received at CPA

Check production, packaging, promotion and sales

processes against CPL.

Monitor the prices of goods

Collect and analyze information about the Egyptian

markets for research needs.

Monitor the markets during the seasons in which the consumption rate increases.

Monitor the performance of the cars markets, mobiles and building materials.

Control food commodity markets and to ensure water availability and consumption ratios and quality

coordination with the concerned authorities to ensure market regulation.

3- Update of awareness activities 3.1 CPA website

CPA is enhancing its public awareness activities, and technology is the best means to achieve it due to the massive increase of internet users in Egypt.

EU is thankfully funding a new website for CPA through the administration of the Twinning project

CPA received 2906 complaints in 2012, forming 17.4% of the total complaints #.

CPA website in Arabic and English

Increase of the CPA web site visits

15

3.2 Awareness leaflets

Materials are being reviewed to make sure information is updated.

4- Coordination with market regulation authorities

CPA took the initiative to form “The Higher committee for Market Regulation” that includes 8 different authorities authorized to regulate the market.

•The Committee studies the complaints received at CPA which need external intervention.

•Communication with authorities is made accurate and less time consuming..

The number of consumer complaints received in 2012

Received by

Hot line Internet By Hand Fax E-mail Mail NGOs Telephone newspapersTelegr

aph

Office of the

Ombudsman

Gateway complaints

of the Egyptian

government

Total

# of complain

ts10872 4733 1405 757 439 136 127 116 19 13 3 1 18621

% 58% 25% 8% 4% 2% 1% 1% 1% 0% 0% 0% 0% 100%

CPA Board of Directors issued brave decrees in 2012 and

2013 that defend the right of car users:

Automobile companies should deliver cars to consumers

on time and at the agreed price at the contract without any

increase of price.

5. Regulating the automobile Market

Warranty should cover all components of the car including those which contracts excluded before:

Tires, glass, battery, cassette or CD player…etc The maintenance centers should be fairly distributed at all cities. Consumers should report to CPA any fraudulent or smuggled spare

parts that are not conformed with the national & international standards for CPA to take needed legal actions.

Meetings with automobile agents, and manufacturers

Cars recalls under CPA supervision

Honda Egypt NEC recalled 2162 cars because of a defect in the glass

electrode unit that showed in 2012.

Bavarian company recalled Mini Cooper model S-JCW (2006 -2011) because

of defective water reserve tank.

The same company recalled BMW category 5 because of a defect in the

motor.

Nissan recalled 840 cars of Qashqai model because of a defect in the steering system

Nissan had to withdraw 250 thousand cars of Tida and Micra models because of technical defects lead to fuel leakage. These models are banned now.

Ford Motor Company announced that 89 thousand cars were withdrawn from USA & Canada markets due to a motor defect that would cause engine fire. CPA made sure none of the recalled models are available in Egypt.

Toyota recalled 7100 cars of Yaris , Corolla and Avensis model due to defective side window keys.