OECD Consumer Policy Ministerial Meeting 2024

Voices of Change: Protecting and empowering consumers for a better tomorrow

As consumers, we all play a role in shaping the world we live in. Our spending decisions account for around 60% of GDP in OECD countries. We influence innovation and competition and are central to the digital and green transitions. Voices of Change, presented alongside the inaugural OECD Consumer Policy Ministerial meeting, brings global consumer experiences to the forefront.

This exhibition captures stories from individuals and key stakeholders around the world, offering a human lens on the pressing challenges consumers face today. By showcasing these diverse voices, the exhibition aims to inform and inspire policymakers, business and civil society in driving meaningful dialogue on the path toward more robust consumer policies that protect and empower consumers.

Together, we can build a better tomorrow for consumers everywhere.

Executive of the Ivorian Consumers' Association (AIC), Côte d'Ivoire

Dimitri Claverie Doukoua


"When consumers are given poor-quality products, they often feel powerless and wronged. We want tighter regulations and more transparency from companies. Policymakers must improve safeguards to ensure that products are safe and sustainable. Together, we can improve confidence and safety in the market."

The Ivorian Consumers' Association's (AIC) mission is to improve the living conditions of consumers in Côte d'Ivoire by actively promoting, protecting and defending their rights.

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Parent and product safety advocate, United Kingdom

Samantha McCarthy

 
"Swallowing magnets is life threatening, and I wouldn’t want any parent to go through what we had to. My daughter could have died. I bought magnets online and I was totally unaware of the dangers – who would be? There are all sorts of things in homes that can cause serious injury or death to a child if ingested, and the UK’s Office for Product Safety and Standards “Nil by Mouth” campaign highlighted exactly that. I supported this campaign to remind parents to be aware of what they are buying, where they are buying from, and how they can keep their children safe from in their homes."

In 2022, the United Kingdom’s Office for Product Safety and Standards lead a campaign to raise awareness among parents and carers about potential hazards to children associated with putting items, such as strong magnets and button batteries in their mouths and ingesting them. The campaign had a reach of 2.5 million accounts across OPSS social media channels and 2 680 views of the gov.uk campaign page and advice materials.
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Co-ordinator, Stromspar-Check, Germany

Sven Schoß


"Consumers must be informed about how their behaviour impacts energy, heating, and water use. The Stromspar-Check, funded by the German Federal Ministry for the Environment and Consumer Protection, is a successful project showing that social and climate policies can work together. Stromspar-Check consultants offer free advice to low-income households across Germany on how to save on energy and water consumption. Supporting low-income consumers is crucial, as they are both key to the green transition and the most vulnerable to the climate crisis and rising energy costs."

Since 2008, Stromspar-Check advisors have helped households across Germany save money while supporting climate protection. This nationwide initiative has provided guidance to approximately 450 000 households since its inception.
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65-year old consumer, Hong Kong Special Administrative Region

Wing-kai Lee


"Telecommunications services are indispensable to daily life, yet my similar-aged friends and I often face challenges. We are overwhelmed by telemarketing calls pushing contract renewals or add-ons, with salespeople speaking too fast and often using confusing jargon. In-store, contracts are shown in fine print on reflective tablet screens, making them nearly impossible to read!" 

A Hong Kong Consumer Council survey of residents aged 55-79 found telecommunications, insurance, and catering as the top industries with the highest dissatisfaction. Ageing consumers reported poor service from telecommunications providers. The Council recommends guidelines for businesses to adopt age-friendly practices, particularly in industries with low satisfaction ratings like telecommunications. 
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10-year-old student and consumer, Lithuania

Mykolas


"I now understand that being a consumer goes beyond shopping at a store. From the moment I wake up and turn on the lights, to when I am playing online games – I’m always consuming. The 'Vilnius is a School' project gave me the chance to visit the consumer protection agency, where I learned a lot about my rights as a consumer. I have learned that it is important to think about where and how we buy, but also whether we truly need to. It is important to think about the impact on the planet and how to be a responsible consumer."

Lithuania's 'Vilnius is a School' initiative offers unique lessons offered by institutions and companies that are best suited to meet students' practical needs. The project implemented by the Vilnius municipality gives an opportunity for Vilnius students to learn about the rights and responsibilities of consumers when visiting the consumer rights agency every Friday. 
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Owner & General Manager, Camping “Tintesmühle”, Luxembourg

Florence Bertemes


"Governments can support SMEs by offering them free, accessible and multilingual materials, such as the ‘Guide fir de Professionellen’ [Retailer's Guide] issued by the Directorate for Consumer Protection in Luxembourg. The assistance offered to businesses must be simple and straightforward, and not add to their workload. In addition to digital channels (webinars, newsletters, social media), direct contact with government officials remains essential when it comes to effectively informing and empowering consumers and professionals. "

The "Retailer's Guide", first published last year, provides professionals with free documents and materials to help them comply with the provisions of Luxembourg's Code of Consumption. It has received positive feedback from businesses and attracted growing interest through well-attended webinars on key topics.
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Undersecretary of Consumer Defense and Fair Trade, Argentina 

Dr. Fernando Blanco Muiño


"Vulnerable and disadvantaged consumers require that consumer protection authorities address their specific needs, including effective dispute resolution and redress mechanisms. In Argentina, over 238 000 consumer complaints are filed annually. To assist, we have adopted a special regimen ‘Disposición 137/2024’ to guide and advise these consumers, ensuring a rapid response system that files and tracks complaints until resolution. These regulations strengthen these protections, reflecting our commitment to safeguarding consumer rights."

Argentina’s Undersecretariat of Consumer Defense and Fair Trade is responsible for enforcing consumer rights, co-ordinating arbitration systems, and managing prior conciliation services related to consumer disputes in Argentina. 
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President, Reese's Purpose, United States

Trista Hamsmith


"In 2022, my daughter Reese, only 18 months old, died after accidentally ingesting a button battery. I vowed her life would have purpose and that no other family would suffer like mine did. What started with my one voice grew to a small group of warriors. That swelled to an army of concerned citizens and together, we passed Reese’s Law to protect children from the hidden dangers of button batteries. One short life can save so many. One voice can rally an army, and it truly takes an army to protect our youth. Together, we can make a difference for future generations – and that is what we aim to do with ‘Reese’s Purpose’. "

Reese's Law, enacted in the U.S. in 2022 by Congress with support from the Consumer Product Safety Commission and the non-profit Reese’s Purpose, mandates federal safety standards for button cell and coin batteries. It requires child-resistant closures, stricter labelling, and certification to prevent accidental ingestion. The law is named in honour of Reese Elizabeth Hamsmith.  
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Fire Commissioner, Fire Department of the City of New York (FDNY), United States

Robert S. Tucker


"We know micromobility devices are part of our future, and our energy and sustainability transitions. Since 2021 New York City has attributed more than 750 fires to micromobility devices. In 2023, the Fire Department of the City of New York worked with city, state and federal legislators to pass laws that make batteries safer, including banning the sale of uncertified devices, and giving us the enforcement power to go after violators and stop deadly fires."

New York City’s 'Charge Safe, Ride Safe' plan requires qualified third-party certification for lithium-ion batteries, chargers, and mobility devices. UL Solutions, an applied safety science company and Business at OECD member, supported these provisions and continues to assist jurisdictions globally in adopting similar policies to reduce fire risks.
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Co-founder, Tec-Check Online Consumers Organisation, Mexico

Fiorentina García Miramón


"In Mexico, many women rely on unregulated departmental store cards for credit access, leaving them vulnerable to unclear terms, hidden fees, and exorbitant interest rates. For example, a Mexican woman’s modest USD 30 debt quickly escalated to USD 1 000 due to excessive charges, affecting her credit for years. This financial vulnerability, particularly among women, underscores the need for stricter regulations. ‘Tec-Check’, supported by Consumers International, advocates for stronger consumer protections to address and expose these systemic issues."

Tec-Check, Mexico’s first online consumer association, has defended hundreds of consumers against digital economy providers. It offers a platform that empowers consumers to collectively expose unfair practices and assert their rights. 
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Liaison Officer of the Directorate of the National Authority for Consumer Protection, Peru 

Israel Arias Quijano


"Peru recognises that stereotypes and social prejudices, often rooted in lack of knowledge, can lead to consumer discrimination. To address this, it promotes good practices in customer service. The National Institute for the Defense of Competition and Protection of Intellectual Property (Indecopi) has developed guides aligned with principles of equality and non-discrimination, fostering collaboration between the State, civil society, and business associations to combat discrimination and promote inclusivity nationwide." 

In 2023, Indecopi, in line with the principles of equality and non-discrimination established in Peru’s Constitution and Consumer Protection and Defense Code, published the “Guide to good practices against discrimination based on gender identity and sexual orientation in consumption and advertising”. 
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