Eternal problems with trade can be tackled most efficiently in different fields and subjects, together with industry and commerce.
The consumer rights monitoring in the Finnish Consumer Agency are controlled by focus points which are determined annually. However, basic supervision is constantly grinding alongside. SAVA - carefully planned system of market surveillance- is responsible for this. SAVA handles about 40 % of all notifications received by the department of consumer law – over 3,000 notifications per year.
These issues are not handled one by one, but as wider entities in specific fields and subjects. Monitoring is concentrated in areas where the consumer rights policy has been standard for a long time, but which still experience problems. Typical subjects are direct marketing, special offers and discount marketing, price information and marketing extra benefits and lotteries. This year SAVA will concentrate especially on customer service, e-commerce and defects in warranty and error liability.
Tools and seminars
SAVA-monitoring pattern is simple: we repeat appropriate game rules to businesses over and over again as clearly as possible through different channels. Tools we use are for example briefings tailored for the business, seminars and educational functions.
To further assist businesses we have developed different practical tools. The latest are the guide to a successful discount campaign, The Discount Campaign Assistant, and the Warranty Assistant to make managing customer complaints easier.
However, SAVA-monitoring is not only monologue, but above all looking for a dialogical connection. Experience has shown that best results are achieved when defects and corrective methods are negotiated together with business organisations. The aim is to get organisations to commit to agreed game rules and to pass them on to their member organisations.
We keep contact through regular meetings. The most essential areas are met with once a year. Those areas were we receive fewer contacts, re met with every other year or every third year.
The notifications sent by consumers are a, essential indicator of how well different areas follow the rules given to them. If a certain business continues to bend the rules, the issue is transferred from SAVA and handled as an individual offence.
Warranty Assistant for sellers