Globl Rultions,Institutionl Dvlopmnt,nd Mrkt AuthoritisPrspctiv Toolkit(GRIDMAP) ConsumrProtction Modul November 2024 Public Disclosure AuthorizedPublic Disclosure Authorized © 2024 The World Bank1818 H Street NW, Washington DC 20433Telephone: 202-473-1000; Internet:www.worldbank.org Some rights reserved. This work is a product of The World Bank. The findings, interpretations, andconclusions expressed in this work do not necessarily reflect the views of theExecutive Directors of The World Bank or the governments they represent. The World Bank does not guarantee the accuracy, completeness, or currency ofthe data included in this work and does not assume responsibility for any errors,omissions, or discrepancies in the information, or liability with respect to the useof or failure to use the information, methods, processes, or conclusions set forth.The boundaries, colors, denominations, links/footnotes and other informationshown in this work do not imply any judgment on the part of The World Bankconcerning the legal status of any territory or the endorsement or acceptance ofsuch boundaries. The citation of works authored by others does not mean theWorld Bank endorses the views expressed by those authors or the content oftheir works. Nothing herein shall constitute or be construed or considered to be a limitationupon or waiver of the privileges and immunities of The World Bank, all of whichare specifically reserved. Rights and Permissions The material in this work is subject to copyright. Because The World Bankencourages dissemination of its knowledge, this work may be reproduced, inwhole or in part, for noncommercial purposes as long as full attribution to thiswork is given. Attribution—Please cite the work as follows: “World Bank. 2024. GlobalRegulations, Institutional Development, and Market Authorities Perspective Toolkit(GRIDMAP). Consumer Protection Module © World Bank.” Any queries on rights and licenses, including subsidiary rights, should beaddressed to World Bank Publications, The World Bank, 1818 H Street NW,Washington, DC 20433, USA; fax: 202-522-2625; e mail: pubrights@worldbank.org. Cover design:© Wenceslao Almazán / Walmazan Studio. Further permissionrequired for reuse. CONTENTS CHAPTER 1. CONSUMER PROTECTION5 I.GRIDMAP Consumer Protection Module Objectives5II.GRIDMAP General Context6III.Consumer Protection Module Motivation7IV.Module Construction9 CHAPTER 2. PILLAR 1 – LEGAL FRAMEWORK11 I.Introduction11 A.Consumer Protection Pillar 1 - Legal Framework11B.Background and Information Sources12C.The Survey for Pillar 1 - Categories and Components12 II.Main Takeaways and Recommendations - Pillar 114 A.Overview14B.Findings16C.Overall Recommendations to Advance ConsumerProtection Legal Frameworks18 III.Minimum Package and Findings - Pillar 119Category 1 - Fair Business and Advertising Practices19Components of Category 1 Fair Business and Advertising Practices19Survey Results for Fair Business and Advertising Practices21 Category 2 - Appropriate Disclosures24Components of Category 2 Appropriate Disclosures24Survey Results for Appropriate Disclosures26 Category 3 - Transaction, Privacy and Safety28Components of Category 3 Transaction, Privacy and Safety28Survey Results for Transaction, Privacy, and safety30 Category 4 - Dispute Resolution and Redress34Components of Category 4 - Dispute Resolution and Redress34Survey Results for Dispute Resolution and Redress36 CHAPTER 3.PILLARS 2 AND 3 - INSTITUTIONAL ARRANGEMENTS,AND ENFORCEMENT AND IMPLEMENTATION 46 I. Introduction46 A.Consumer Protection Pillars 2 and 3 - InstitutionalArrangements and Enforcement and Implementation46B.Background and Information Sources46C.The Survey for Pillars 2 and 3 - Categories and Components47 A.Overview49B.Findings51C.Overall Recommendations to Advance InstitutionalArrangements, and Enforcement and Implementation54 III. Minimum Package and Findings - Pillars 2 and 357Category 6 - CPAs’ Roles, Powers, and Responsibilities57Components of Category 6 CPA’s Roles, Powers, and Responsibilities57Survey Results for CPA’s Roles, Powers, and Responsibilities59 Category 7 - Cooperation66Components of Category 7Cooperation66Survey Resultsfor Cooperation67 Category 8 - Self and Co-regulation Mechanisms69Components of Category 8 - Self and Co-regulation Mechanisms69Survey Results for Self and Co-regulation mechanisms70 Category 9 - Education, Awareness, and Digital Consumer Competence72Components of Category 9 - Education, Awareness, and DigitalConsumer Competence72Survey Results for Education, Awareness, and Digital Consumer Competence72 Category 10 – Transparent and Clear Processes76Components of Category 10 - Transparent and Clear Processes76Survey Results for Transparent and Clear Processes77 Category 11 – Resources80Components of Category 11 - Resources80Survey Results for Resources81 CHAPTER 4.CONCLUSION86 REFERENCES87 Figure 31.Investigative powers62Figure 32.Authorities’ criteri