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;
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 #.
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.
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.