Working to advance consumer affairs policies
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Working to advance consumer
affairs policies
White Paper on Consumer Affairs
Consumer Basic Plan
The Consumer Affairs Agency engages daily in the research
and analysis of consumer issues for the purpose of more
pertinent consumer affairs policies. The outcomes from such
research and analysis are put together, coupled with the
progress of consumer affairs policies by the government, and
are published in the form of the White Paper on Consumer
Affairs on an annual basis.
A Consumer Basic Plan is formulated to set forth the
government's guideline on policy measures intended to
implement consumer affairs policies in a systematic fashion so
as to ensure protection and furtherance of consumer interests.
This Plan provides a summarization of, among other things,
the asic irection of consumer affairs policies speci c
actions in respective areas and issues to be addressed with a
special focus.
Focused Measures from the “Consumer Basic Plan”
1. “General support for greater consumer competencies”
to facilitate self-help and self-reliance of consumers 2. “Enhancement of local powers” to bolster local
actions in close proximity to consumers
① Enhanced publicity activities on recall information
② Risk communication, etc. regarding food and radiation
③ Consumer Contract Act
④ Ensuring transparency in pricing process of public utility charges, etc.
⑤ Food Labeling Act [Consumer Affairs Agency]
⑥ Indications, etc. on so-called health food
⑦ Promotion of consumer education
⑧ Consumer damage remedy system
⑨ Food loss reduction, etc.
Local consumer affairs administration
Further improving service quality of the consumer advisory
and developing a pertinent structure
Overhauling the PIO-NET
3. “Establishing trust from consumers” mainly in
our operations addressing consumer issues
Consumer safety administration
Esthetic services and cosmetic medicine
Act on Specified ommercial Transactions
Fraudulent investment solicitation
Paid nursing homes
Improving sales solicitations in telecommunications business
Specially focused items of the Consumer Basic Plan to be addressed during the planned period (18 items)
0 2009 2010 2011 2012 2013
20,036
2 ,100
29,667
1, 86 2,832 ,064
16,890
1,200
81 9 9 1,463 3,48
0,364
10,983 8,470 10,000
20,000 30,000 40,000 0,000 60,000
4
, 0 7 0 2
2 6 1
10 1 0 1
41 4
3
2 60
180
100 80 120 160 140
2008 2009 2010 2011 2012 2013
100 0 104 2102 8102 8 104 99 1
99 1 98 6 97 2
9 9
10 4 109 1
99 0 99 0 94 994 9
94 4 93 0
90
97 3 91 7
11 6
87 7
121
84 6
130 7
79 1
162 8
113 0
80 0
6 6
6 6
he gures are uote from the hite paper on onsumer ffairs
the asic irection of consumer affairs policies speci c
1. “General support for greater consumer competencies”
to facilitate self-help and self-reliance of consumers 2. “Enhancement of local powers” to bolster local
actions in close proximity to consumers
① ②
③ ④
⑤ ⑥
⑦ ⑧
⑨
3. “Establishing trust from consumers” mainly in
our operations addressing consumer issues
Act on Specified ommercial Transactions
0 2009 2010 2011 2012 2013
20,036
2 ,100
29,667
1, 86 2,832 ,064
16,890
1,200
81 9 9 1,463 3,48
0,364
10,983 8,470 10,000
20,000 30,000 40,000 0,000 60,000
4
, 0 7 0 2
2 6 1
10 1 0 1
41 4
3
2 60
180
100 80 120 160 140
2008 2009 2010 2011 2012 2013
100 0 104 2102 8102 8 104 99 1
99 1 98 6 97 2
9 9
10 4 109 1
99 0 99 0 94 994 9
94 4 93 0
90
97 3 91 7
11 6
87 7
121
84 6
130 7
79 1
162 8
113 0
80 0
6 6
6 6
he gures are uote from the hite paper on onsumer ffairs
the asic irection of consumer affairs policies speci c
1. “General support for greater consumer competencies”
to facilitate self-help and self-reliance of consumers 2. “Enhancement of local powers” to bolster local
actions in close proximity to consumers
① ②
③ ④
⑤ ⑥
⑦ ⑧
⑨
3. “Establishing trust from consumers” mainly in
our operations addressing consumer issues
Act on Specified ommercial Transactions
0 2009 2010 2011 2012 2013
20,036
2 ,100
29,667
1, 86 2,832 ,064
16,890
1,200
81 9 9 1,463 3,48
0,364
10,983 8,470 10,000
20,000 30,000 40,000 0,000 60,000
4
, 0 7 0 2
2 6 1
10 1 0 1
41 4
3
2 60
180
100 80 120 160 140
2008 2009 2010 2011 2012 2013
100 0 104 2102 8102 8 104 99 1
99 1 98 6 97 2
9 9
10 4 109 1
99 0 99 0 94 994 9
94 4 93 0
90
97 3 91 7
11 6
87 7
121
84 6
130 7
79 1
162 8
113 0
80 0
6 6
6 6
he gures are uote from the hite paper on onsumer ffairs
Working to advance consumer affairs policiesWorking to advance consumer affairs policies
1
06
the asic irection of consumer affairs policies speci c
1. “General support for greater consumer competencies”
to facilitate self-help and self-reliance of consumers 2. “Enhancement of local powers” to bolster local
actions in close proximity to consumers
① ②
③ ④
⑤ ⑥
⑦ ⑧
⑨
3. “Establishing trust from consumers” mainly in
our operations addressing consumer issues
Act on Specified ommercial Transactions
Consultations for the elderly was growing distinctively in
FY2013, increasing 62.8% from the FY 2008 level, which
translates into growth faster than the growth of elderly
population.
Consumer affairs consultations on “Internet trading” has been
increasing in recent years.
In FY 2013, consultations related to foreign countries were
increased distinctively, and over 40 % of the consultations
were concerned to Clothing items like purses, handbags and
shoes.
Consumer affairs consultations for the elderly
Consumer affairs consultations on Internet trading
0 2009 2010 2011 2012 2013
20,036
2 ,100
29,667
1, 86 2,832 ,064
16,890
1,200
81 9 9 1,463 3,48
0,364
10,983 8,470 10,000
20,000 30,000 40,000 0,000 60,000
4
, 0 7 0 2
2 6 1
10 1 0 1
41 4
3
2
(Figure) Consultations on Internet trading are soared in FY 2013.
(Figure) Over 40 % of consultations on Internet trading in FY 2013 are concerned to Clothing items.
60 180
100 80 120 160 140
2008 2009 2010 2011 2012 2013
100 0 104 2102 8102 8 104 99 1
99 1 98 6 97 2
9 9
10 4 109 1
99 0 99 0 94 994 9
94 4 93 0
90
97 3 91 7
11 6
87 7
121
84 6
130 7
79 1
162 8
113 0
80 0
6 6
6 6
(Notes)
1. The Figure were created by Consumer Affairs Agency ,using data from consumer affairs consultation information registered with PIO-NET (registration by April 30, 2014) and “Population Estimates” (data as of October 1 each year) by the Ministry of Internal Affairs and Communications. 2. Indices when FY 2008/ CY2008 = 100.
(Notes)
1. Case concering “goods” excluding “software”, among consumeraffairs consultations on
“Internet trading” registered with PIO-NET (registration by April 30, 2014).
2. “advanced payment” represents payment without “credit accommodation”.
(Notes)
Case concering “goods” excluding “software”, among FY 2013 consumer affairs consultations on “Internet trading” registered with PIO-NET (registration by April 30, 2014)
