Bac San Phap Luat Bao Ve Quyen Loi Nguoi Tieu Dung

8/2/2019 Bac San Phap Luat Bao Ve Quyen Loi Nguoi Tieu Dung

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HI NG PHI HP CNG TCPH BIN, GIO DC PHP LUT CA CHNH PH

C SANTUYN TRUYN PHP LUT

S 06/2011

CH

PHP LUTV BO V QUYN LI NGI TIU DNG

H NI - NM 2011

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Phn th nht

MT S VN CHUNG

I. NG I TIU DNG V QUY N L I C B N C A NG I TIU

DNG

1. Khi nim ngi tiu dng

Thng thng, ngi tiu dng c hiu l ngi mua hng ha hoc s dngdch v ca cc c s sn xut, cung cp dch v, ca hng cho nhu cu, mc chca mnh.

C nhiu khi nim v ngi tiu dng. Hin nay, c hai cch hiu khc nhauv ngi tiu dng:

+ Theo ngha hp, ngi tiu dng l cc c nhn, h gia nh, t chc muahoc s dng hng ha, dch v cho mc ch sinh hot, tiu dng ca mnh. Nhvy, ngi tiu dng bao gm c ngi mua hng ha (mua lng thc, thc phm,thuc cha bnh, qun o, thit b my mc, dng sinh hot, phng tin i li...)v ngi s dng dch v (dch v bo him, vn ti, vui chi, gii tr, khm cha

bnh, sa cha, lp t thit b...).

+ Theo ngha rng, ngi tiu dng ngoi mc ch mua hng ho, s dng

dch v p ng nhu cu sinh hot th cn c th phc v cho mc ch ti snxut kinh doanh (mua sn phm ny ch bin, sn xut thnh sn phm khc, vd nh mua vi may thnh qun, o v mang i bn).

Trn th gii, php lut mi quc gia c tiu ch xc nh v nh ngha khcnhau v ngi tiu dng, ch yu da vo t cch ch th v mc ch s dng quy nh th no l ngi tiu dng:

+ Ngi tiu dng l c nhn mua v s dng hng ha hoc dch v, cch quy

nh ny th hin r lut bo v ngi tiu dng ch bo v i vi ngi nhn hngha, dch v s dng cho mc ch c nhn, s dng trong h gia nh, m khngv mc ch thng mi hoc s dng vo qu trnh sn xut v php nhn c nhngv th v iu kin tt hn so vi c nhn trong quan h vi nh cung cp nn lut

bo v ngi tiu dng khng cn thit phi can thip vo quan h tiu dng ca h.

+ Ngi tiu dng bao gm c c nhn v t chc mua v s dng hng ha vmc ch tiu dng hoc mc ch thng mi, quy nh ny m rng v i tng

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c bo v theo lut bo v ngi tiu dng. Quy nh ny khc phc c hnch ca cch quy nh trn v khng phi lc no php nhn cng l ngi khnng i mt c vi cc vi phm t pha nh sn xut kinh doanh v hu qu lnu lut bo v ngi tiu dng khng bo v h nh i vi cc c nhn tiu dngkhc th quyn li ca mt nhm i tng kh ln trong x hi b xm phm, gy

thit hi chung cho ton x hi.

nc ta, ngi tiu dng c hiu l ngi mua, s dng hng ha, dch vcho mc ch tiu dng, sinh hot ca c nhn, gia nh, t chc.

2. Cc quyn c bn ca ngi tiu dng

Ngi tiu dng chnh l ngi b tin ra mua sn phm, hng ha, mua(thu) dch v ca nh sn xut, nh cung cp dch v, do vy ngi tiu dng chnhl ngi mang li li nhun cho cc doanh nghip, cc nh sn xut, nh cung cp

dch v. Hay ni cch khc, ngi tiu dng chnh l ngi duy tr s tn ti v phttrin ca doanh nghip (khi sn phm, dch v ca mt doanh nghip a ra thtrng m khng c ngi s dng hoc ch c mt s t ngi s dng th doanhnghip s nhanh chng ph sn), do mt khu hiu (slogan) m ton th gii

bit n l Khch hng l thng (Consumer is God).

Vy, ngi tiu dng c nhng quyn g?

Theo Ngh quyt s 39/248 ngy 09/4/1985 ca i hi ng Lin hp quc

thng qua Bn hng dn bo v Ngi tiu dng, th ngi tiu dng c tmquyn c bn sau:

Mt l, quyn c tha mn nhng nhu cu c bn: l quyn c cung cpnhng sn phm v dch v c bn, thit yu nh cc nhu cu v lng thc, thc

phm, qun o, nh , i li, gio dc, vui chi, gii tr, chm sc sc khe, dch vcng cng;

Hai l, quyn c an ton: l quyn c bo v khng phi s dng ccsn phm hng ha, quy trnh sn xut v dch v nguy hi cho sc khe hoc isng ca ngi tiu dng;

Ba l, quyn c cung cp thng tin: ngi tiu dng c quyn c cc sliu v d liu cn thit trn c s la chn, chng gian di, la o, qungco, ghi nhn khng r rng, khng chn thc;

Bn l, quyn c la chn: ngi tiu dng c t do la chn sn phmv dch v c gi c, cht lng ph hp vi yu cu ca ngi tiu dng;

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Nm l, quyn c i din: ngi tiu dng c a ra cc kin vi idin ca ngi tiu dng trong vic hoch nh cc chnh sch ca Chnh ph trong

pht trin hng ha v dch v;

Su l, quyn c khiu ni v bi thng thit hi: ngi tiu dng cquyn khiu ni vi nh sn xut kinh doanh khi mua phi hng ha km chtlng, khng ph hp v c gii quyt tha ng nhng khiu ni, c bithng nhng thit hi do mua phi hng ha, dch v khng ng cam kt cadoanh nghip, nh sn xut;

By l, quyn c gio dc v tiu dng: ngi tiu dng c quyn cnhng kin thc v k nng cn thit yu cu c cung cp thng tin, chng dn s dng; c kin thc la chn hng ha, dch v; c kin thc v ccquyn cng nh trch nhim ca ngi tiu dng v cch thc thc thi cc quyn v

trch nhim ;Tm l, quyn c sng trong mt mi trng trong sch v lnh mnh:

ngi tiu dng c quyn sng v lm vic trong mt mi trng khng b nhimc trong hin ti v tng lai.

Cc quc gia cn c vo 8 quyn c bn ca ngi tiu dng nu trongBn hng dn bo v ngi tiu dng ca Lin hp quc, th ch ho thnh vn

bn php lut quc gia ph hp vi tnh hnh kinh t - x hi, phong tc tp quncng nh c im ring ca quc gia mnh m bo quyn li ca ngi tiudng c bo v.

ng thi, ngi tiu dng cng c nm trch nhim:

- Bit ph bnh;

- Bit hnh ng;

- Quan tm n x hi;

- Hiu bit v tiu dng;

- C thc cng ng cao.

nc ta, quyn li ca ngi tiu dng c quy nh trong nhiu vn bnphp lut c gi tr php l cao, nh B lut dn s, B lut hnh s, Lut thngmi, Lut tiu chun v quy chun k thut, Lut cht lng sn phm, hng ha,Lut an ton thc phm, Lut bo v quyn li ngi tiu dng

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iu 8 Lut bo v quyn li ngi tiu dng quy nh ngi tiu dng VitNam c tm quyn sau:

- c bo m an ton tnh mng, sc khe, ti sn, quyn, li ch hp phpkhc khi tham gia giao dch, s dng hng ha, dch v do t chc, c nhn kinhdoanh hng ha, dch v cung cp.

- c cung cp thng tin chnh xc, y v t chc, c nhn kinh doanhhng ha, dch v; ni dung giao dch hng ha, dch v; ngun gc, xut x hngha; c cung cp ha n, chng t, ti liu lin quan n giao dch v thng tincn thit khc v hng ha, dch v m ngi tiu dng mua, s dng.

- La chn hng ha, dch v, t chc, c nhn kinh doanh hng ha, dch vtheo nhu cu, iu kin thc t ca mnh; quyt nh tham gia hoc khng tham giagiao dch v cc ni dung tha thun khi tham gia giao dch vi t chc, c nhn

kinh doanh hng ha, dch v.

- Gp kin vi t chc, c nhn kinh doanh hng ha, dch v v gi c, chtlng hng ha, dch v, phong cch phc v, phng thc giao dch v ni dungkhc lin quan n giao dch gia ngi tiu dng v t chc, c nhn kinh doanhhng ha, dch v.

- Tham gia xy dng v thc thi chnh sch, php lut v bo v quyn lingi tiu dng.

- Yu cu bi thng thit hi khi hng ha, dch v khng ng tiu chun,quy chun k thut, cht lng, s lng, tnh nng, cng dng, gi c hoc nidung khc m t chc, c nhn kinh doanh hng ha, dch v cng b, nim yt,qung co hoc cam kt.

- Khiu ni, t co, khi kin hoc ngh t chc x hi khi kin bo vquyn li ca mnh theo quy nh ca php lut.

- c t vn, h tr, hng dn kin thc v tiu dng hng ha, dch v.

3. S cn thit phi bo v ngi tiu dng

Trong nn kinh t th trng, ngi tiu dng c vai tr quan trng, mang tnhquyt nh s tn ti v pht trin ca mt doanh nghip, mt thng hiu. C thni ngi tiu dng chnh l ng lc thc y s pht trin ca nn kinh t v ltrng tm ca k hoch kinh t. Nu nh sn phm lm ra m khng c ngi tiu

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th s dn n tnh trng khng hong tha, nn kinh t khng pht trin v ccdoanh nghip khng th tn ti.

Trong thi i ngy nay, vi xu th ton cu ha s pht trin mnh m cakhoa hc cng ngh, nhiu sn phm hu ch cng vi phng thc kinh doanh hini ra i v pht trin p ng nhu cu v th hiu ca ngi tiu dng. Tuynhin, bn cnh , v mc ch li nhun nn mt s doanh nghip, nh sn xut vi phm nghim trng quyn li ca ngi tiu dng khi a ra th trng cc sn

phm, hng ha khng m bo cht lng, thm ch c sn phm cn gy nguy hiti sc khe, tnh mng ca ngi tiu dng.

Nhng vi phm ca nh sn xut, nh cung cp dch v i vi ngi tiudng:

- Vi phm v cht lng hng ha, dch v, gm: hng km cht lng, cht

lng hng ha khng bo m, vi phm v sinh an ton thc phm (thng linquan n hng gi, hng nhi v hng tht km cht lng) v cht lng dch vkhng p ng nhu cu ca ngi tiu dng (nh cc dch v v vin thng, tichnh, bo him... vi cc loi hnh: internet, in thoi, giao dch bng th ATM,chi tr tin bo him...) cha p ng c yu cu v k vng ca ngi tiu dng.

- Vi phm v bo hnh hng ha (ch yu l cc sn phm in t, in lnh,tin hc). Nhiu doanh nghip a vic bo hnh hng ha nhm lm yn lng ngitiu dng hoc qung co cho sn phm ca mnh. Phiu bo hnh s si, khng quynh c th v khng c gi tr php l, c nhiu doanh nghip li cho ngi tiudng khng chp nhn bo hnh hoc sa cha qua loa, hoc ko di thi giansa cha lm cho ngi tiu dng mt cng sc, tn thi gian ch i, i li...

- Vi phm v gi, nh lng ca hng ha (nh vic tng gi sa, gi gas, githuc... hoc ong thiu xng, thiu gas...)

- Qung co khuyn mi khng trung thc, la di ngi tiu dng (thngs dng cc cm t S 1 th gii, Cht lng tuyt ho, Chuyn gia hng u,

Bn gi gc hoc Mua hng c qu tng hay Mua mt tng mt, Bc thmtrng thng...

- Vi phm quyn la chn ca ngi tiu dng, thng thy trong cc hpng cung cp in, nc, thng tin truyn thng, tn dng... trong cc hp ng nynh cung cp hng ha, dch v son tho sn hp ng, khch hng ch vic k

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v khng c c hi tha thun v nhng iu khon trong hp ng (v gi, vbi thng vi phm hp ng...).

- Khng hng dn cch s dng, bo qun sn phm, hng ha dn nngi tiu dng khng bit cch bo qun hng ha hoc s dng sai mc ch nhhng n s an ton v tnh mng, sc khe ca ngi tiu dng.

Nhng vi phm v quyn li ngi tiu dng ngy cng gia tng vi mc nghim trng (c bit l cc vi phm v cht lng hng ha, gian ln nh tnh,nh lng...), l nhng hnh vi vi phm o c trong sn xut kinh doanh, cnln n, u tranh chng li nhng hnh vi ny nhm bo v quyn li ca ngi tiudng ni ring v li ch cho ton x hi ni chung xy dng x hi pht trinlnh mnh v li ch cng ng.

II. KHI QUT QU TRNH PHT TRIN PHP LUT CA VITNAM V BO V QUYN LI NGI TIU DNG TRC KHI BANHNH LUT BO V QUYN LI NGI TIU DNG

1. H thng php lut v bo v quyn li ngi tiu dng

Trc y, trong thi k kinh t k hoch ha tp trung bao cp, mi hngha, dch v u do cc doanh nghip nh nc hoc thnh phn kinh t tp th (hptc x) sn xut, kinh doanh v phi tun th cht ch cc ch tiu cht lng do Nh

nc quy nh. Ngi tiu dng c cp pht, mua sn phm theo nh mc quynh (thng qua c ch tem phiu), do vy khng phi lo lng v cht lng ca sn

phm hng ha, dch v. V vy, trong thi k ny mc d nc ta cha c vn bnquy phm php lut no quy nh trc tip v bo v ngi tiu dng nhng quynv li ch ca ngi tiu dng v c bn vn c bo m.

Tuy nhin, t cui nhng nm 80, Vit Nam thc hin chnh sch i mi,m ca, xa b bao cp v tng bc chuyn dch sang nn kinh t nhiu thnh

phn theo c ch th trng c s qun l ca nh nc nh hng x hi chngha. S thay i ny khuyn khch cc thnh phn kinh t t ch trong snxut, kinh doanh c m rng v a dng ha cc loi hng ha - dch v, hi nhpkinh t th gii to cho ngi tiu dng c iu kin tt hn trong vic lachn, mua v s dng hng ha, dch v. Mc d vy, bn cnh nhng mt tch ccdo kinh t th trng mang li, bn thn n cng ny sinh nhng hnh vi xm hinghim trng n quyn v li ch chnh ng ca ngi tiu dng nh vic sn

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xut, kinh doanh hng gi, hng km cht lng, gian ln trng lng, qung cogian di nh la ngi tiu dng Nhng hnh vi ny khng nhng gy thit hicho ngi tiu dng m cn gy bt n cho nn kinh t - x hi.

Nhn thy h thng vn bn php lut v bo v ngi tiu dng cn thiu,nhng vn bn php lut khc lin quan nh Php lnh v o lng nm 1990, Blut hnh s nm 1985; Lut bo v sc khe nhn dn nm 1989, Lut bo v mitrng nm 1994, B lut dn s nm 1995, Lut thng mi nm 1997 mc dc quy nh bo v quyn li ca ngi tiu dng nhng cha c c ch c th thc thi cc quyn . Do vy, ngy 27 thng 4 nm 1999, y ban thng v Quchi ban hnh Php lnh s 13/1999/PL-UBTVQH10 v bo v quyn li ngitiu dng.

1.1. Php lnh v bo v quyn li ngi tiu dng

Php lnh bo v quyn li ngi tiu dng ra i nh du bc phttrin mi trong vic thit lp v hon thin c ch, chnh sch, to hnh lang php lquan trng i vi hot ng qun l Nh nc trong lnh vc bo v ngi tiudng. Php lnh quy nh by hnh vi b cm, gm: Sn xut, kinh doanh hng cm,hng gi; sn xut, kinh doanh, tiu dng hng ho, dch v gy nhim nghimtrng mi trng, nguy hi n tnh mng, sc kho ca con ngi, tri vi thun

phong m tc; thng tin, qung co sai s tht; cc vi phm khc nhm la dingi tiu dng.

Php lnh dnh 4 iu (t iu 8 n iu 11) quy nh cc quyn c th cangi tiu dng, nh: quyn la chn hng ho, dch v; c cung cp cc thngtin trung thc v cht lng, gi c, phng php s dng hng ho, dch v; c

bo m an ton v tnh mng, sc kho v mi trng khi s dng hng ho, dchv; c hng dn nhng hiu bit cn thit v tiu dng; i bi hon, bi thngthit hi khi hng ho, dch v khng ng tiu chun, cht lng, s lng, gi c cng b hoc hp ng giao kt; khiu ni, t co, khi kin theo quy nh

ca php lut i vi vic sn xut, kinh doanh hng cm, hng gi, hng ho, dchv khng ng tiu chun, cht lng, s lng v vic thng tin, qung co sai stht. c bit, ngi tiu dng c quyn ng gp kin trong vic xy dng vthc hin chnh sch, php lut v bo v quyn li ngi tiu dng; yu cu tchc, c nhn sn xut, kinh doanh hng ho, dch v thc hin ng trch nhimtrong vic bo v quyn li ngi tiu dng; yu cu t chc, c nhn sn xut, kinhdoanh bo m tiu chun, cht lng hng ho, dch v thuc nhu cu thit yu v

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n, mc, , i li, hc tp, bo v sc kho, bo v mi trng v cc hng ho, dchv khc ng k, cng b. Ngi tiu dng c thnh lp t chc bo vquyn v li ch hp php ca mnh theo quy nh ca php lut.

quyn li ca ngi tiu dng c bo m. cc t chc. c nhn snxut, kinh doanh hng ho, dch v phi ng k, cng b tiu chun, cht lnghng ho, dch v theo quy nh ca php lut v thc hin ng cam kt vi ngitiu dng; phi thng xuyn kim tra v an ton, cht lng hng ho, dch v,thc hin vic cn, ong, o, m chnh xc; phi thng tin, qung co chnh xc vtrung thc v hng ho, dch v; nim yt gi hng ho, dch v; cng b iu kin,thi hn, a im bo hnh v hng dn s dng hng ho, dch v ca mnh chongi tiu dng; phi gii quyt kp thi mi khiu ni ca ngi tiu dng v hngho, dch v ca mnh

1.2. Ngh nh s 69/2001/N-CP ngy 02 thng 10 nm 2001 ca Chnhph quy nh chi tit thi hnh Php lnh bo v quyn li ngi tiu dng

i tng iu chnh ca Ngh nh ny l t chc, c nhn sn xut, kinhdoanh hng ha, dch v v ngi mua, ngi s dng hng ha, dch v phc vcho mc ch tiu dng sinh hot v nhu cu cng vic ca t chc, c nhn, gianh. Ngi mua, s dng hng ha, dch v cho mc ch sn xut, kinh doanhkhng thuc phm vi iu chnh ca Ngh nh ny.

Cc t chc, c nhn sn xut, kinh doanh hng ha, dch v c trch nhim(iu 4): Bo m cung cp hng ha, dch v ngi tiu dng t do la chn;to iu kin ngi tiu dng thc hin vic mua hng ha, s dng dch v vicht lng m bo, gi c ph hp v c cc bin php bo hnh, sa cha theoquy nh; cng b tiu chun cht lng v bo m ng tiu chun, cht lng cng b i vi hng ha thuc Danh mc phi cng b ph hp tiu chun (thchin quy nh v ghi nhn hng ha, kim tra v sinh an ton, cht lng; cn ong,o m chnh xc); cung cp cc thng tin chnh xc, trung thc v xut x, nhn

hiu hng ha, ni sn xut, cng dng, c tnh, tiu chun, cp hng, cc thnhphn chnh, ngy sn xut, chng ch c kim tra, kim sot v cht lng;hng dn s dng, bo qun hng ha; nim yt gi...; cung cp hng ha, dch vm bo an ton, khng gy nh hng xu n mi trng, sc khe ca ngi tiudng (i vi hng ha, dch v khi s dng c th gy tc hi v sc khe, nhhng xu n mi trng th t chc, c nhn sn xut phi cnh bo trc chongi tiu dng v cc bin php phng trnh tc hi c th xy ra).

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1.3. Ngh nh s 55/2008/N-CP ngy 24 thng 4 nm 2008quy nh chitit thi hnh Php lnh bo v quyn li ngi tiu dng (thay th Ngh nh s69/2001/N-CP)

Sau by nm thc hin Ngh nh s 69/2001/N-CP, tnh hnh kinh t - xhi c nhiu thay i (c bit Vit Nam tr thnh thnh vin chnh thc th150 ca T chc Thng mi th gii WTO t ngy 11/01/2007), ngi tiu dngc c hi c s dng nhiu hng ha, dch v nhp khu t nc ngoi vo, cquyn c t do la chn hng ha, la chn dch v ph hp vi nhu cu chtlng v p ng iu kin kinh t ca mnh. Tuy nhin, ngi tiu dng cng phii mt vi hin tng hng gi, hng nhi, hng km cht lng, nhiu lon thngtin, tng gi bt hp l... din ra rt nhanh v ngy cng ph bin trn th trng. Dovy, ngy 24 thng 4 nm 2008 Chnh ph ban hnh Ngh nh s 55/2008/N-CP thay th cho Ngh nh s 69/2001/N-CP khng cn ph hp trong tnh hnhmi hi nhp WTO.

Ngh nh s 55/2008/N-CP quy nh ba nguyn tc c bn trong hot ngbo v quyn li ngi tiu dng phi m bo l: (1) Mi quyn v li ch hpphp ca ngi tiu dng u phi c tn trng v bo v theo quy nh ca phplut; (2) Mi hnh vi vi phm quyn v li ch hp php ca ngi tiu dng phic x l kp thi v nghim minh, nu gy thit hi th phi bi thng theo quynh ca php lut; (3) Bo v quyn li ngi tiu dng l trch nhim chung ca

ton x hi.Cm t chc, c nhn kinh doanh hng ha, dch v thc hin mt trong cc

hnh vi: a ra cc quy tc tri php lut, p buc ngi tiu dng trong cc quyc bn hng, quy c phc v; tr hon hoc ko di vic thc hin trch nhimdn s khi vi phm quyn li ngi tiu dng; cc hnh vi b cm khc theo quynh ca php lut.

T chc, c nhn kinh doanh hng ha, dch v phi c trch nhim cung cp

thng tin kp thi v chnh xc (iu 6), cm mi hnh vi qung co, khuyn mi,trngby, gii thiu sn phm v cc hnh vi khc gy nhm ln cho ngi tiudng v hng ha, dch v; c trch nhim bo m tiu chun, o lng v chtlng (iu 7); c trch nhim bo hnh i vi hng ha, dch v do mnh cungcp (iu 8); c trch nhin bo m an ton cho ngi tiu dng (iu 9); c trchnhim gii quyt khiu ni ca ngi tiu dng (iu 10).

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2. Cc vn bn php lut c quy nh v bo v quyn li ngi tiu dng

Song song vi cc quy nh php lut chuyn ngnh, bo v quyn li ngitiu dng cn c quy nh trong nhiu vn bn lut khc nhau vi nhng ch tic th cho tng lnh vc (ch ti dn s, ch ti hnh chnh, ch ti hnh s).

2.1. B lut dn sB lut dn s quy nh ti Phn th ba Ngha v dn s v hp ng dn

s t iu 285 n iu 608 B lut dn s nm 1995 v t iu 280 n iu603 B lut dn s nm 2005, theo khi thc hin ngha v dn s, cc bn trongquan h dn s phi thc hin nguyn tc: trung thc, theo tinh thn hp tc, ngcam kt, khng tri php lut, o c x hi (iu 283). Nh vy, trong quan hgia nh sn xut, cung cp dch v (ngi bn) vi ngi tiu dng (ngi mua)

phi thc hin ngha v ca mnh da trn nhng nguyn tc trn. Ngi bn phi

ni r cho ngi mua bit v c tnh, cng dng ca sn phm, dch v; khngc che du khuyt im ca hng ha, tc dng ph xy ra khi s dng sn phm,dch v; nu ngi bn che giu khuyt tt ca hng ha, cung cp sn phm khngm bo cht lng, gian di trong ong, o... nhm mc ch t li m gy thithi cho ngi mua th phi bi thng. c bit l cc quy nh v hp ng mua

bn ti sn ti mc 1, Chng XVIII B lut dn s nm 2005, theo bn bn phichu trch nhim giao sn phm ng i tng, cht lng, s lng, chng loi.

Trong trng hp bn bn giao t hn s lng tha thun, giao vt khngng b hoc khng ng chng loi th bn mua c cc quyn theo quy nh tiiu 435, 436, 437 gm: (1) nhn phn giao v yu cu giao tip phn hoc b

phn cn thiu, yu cu giao ng chng loi v bi thng thit hi; (2) nhn phn giao v nh thi hn bn bn giao tip phn cn thiu; (3) hy b hp ngv yu cu bi thng thit hi.

Ngoi ra, bn bn cn phi thc hin cc ngha v quy nh ti iu 442 v443, 445, gm cc ngha v cung cp thng tin v hng dn cch s dng; m bo

quyn s hu ca bn mua i vi ti sn mua; bo hnh i vi ti sn bn trongmt thi gian nht nh...

C nhn, php nhn, ch th sn xut, kinh doanh khng bo m cht lnghng ho m gy thit hi cho ngi tiu dng th phi bi thng theo quy nh tiiu 630 ca B lut dn s v bi thng thit hi do vi phm quyn li ca ngitiu dng.

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2.2. Lut thng mi

Lut thng mi nm 2005 p dng i vi thng nhn hot ng thngmi, theo , cc thng nhn khi tin hnh cc hot ng bn hng ha, cung ngdch v, xc tin thng mi... phi tun th mt trong nhng nguyn tc c bntrong hot ng thng mi, l nguyn tc bo v li ch chnh ng ca ngitiu dng quy nh ti iu 14. Theo quy nh ny, thng nhn thc hin hotng thng mi c ngha v thng tin y , trung thc cho ngi tiu dng vhng ha v dch v m mnh kinh doanh v phi chu trch nhim v tnh chnh xcca cc thng tin ; thng nhn thc hin hot ng thng mi phi chu trchnhim v cht lng, tnh hp php ca hng ha, dch v m mnh kinh doanh.

Khi thc hin khuyn mi, thng nhn phi thng bo cng khai cc nidung thng tin v hot ng khuyn mi cho khch hng. Cc hnh vi b cm trong

hot ng khuyn mi lin quan n bo v ngi tiu dng, gm: khuyn mi hocs dng ru, bia khuyn mi cho ngi di 18 tui; khuyn mi hoc s dngthuc l, ru c cn t 30 tr ln khuyn mi; khuyn mi thiu trungthc hoc gy hiu nhm v hng ha, dch v la di khch hng; khuyn mi tiu th hng ha km cht lng, lm phng hi n mi trng, sc khe conngi; ha tng, thng nhng khng thc hin hoc thc hin khng ng (iu100).

Hot ng qung co ca thng nhn nhm gii thiu vi khch hng v

hot ng kinh doanh hng ha, dch v ca mnh. bo m quyn li ca ngitiu dng, khi thc hin qung co, thng nhn khng c: qung co thuc l,ru c cn t 30 tr ln v cc sn phm, hng ha cha c php luthng, dch v cha c php cung ng trn tr trng ti thi im qung co;qung co sai s tht v mt trong cc ni dung s lng, cht lng, gi, cngdng, kiu dng, xut x hng ha, chng loi, bao b, phng thc phc v, thihn bo hnh ca hng ha, dch v.

2.3. Lut Cnh tranhLut Cnh tranh nm 2004 cng l mt cng c php l quan trng bo v

ngi tiu dng. Mt trong nhng mc tiu quan trng ca Lut Cnh tranh lchng li cc tc ng tiu cc ca cc hnh vi hn ch cnh tranh v cnh tranhkhng lnh mnh trn th trng lm phng hi ti quyn v li ch chnh ng,hp php ca doanh nghip v ngi tiu dng. C th:

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Cc doanh nghip c v tr thng lnh, v tr c quyn trn th trng b cm:p t gi mua, gi bn hng ha, dch v bt hp l hoc n nh gi bn li tithiu gy thit hi cho khch hng; hn ch sn xut, phn phi hng ha, dch v,

gii hn th trng, cn tr s pht trin k thut, cng ngh gy thit hi cho khchhng hoc p t cc iu kin bt li cho khch hng; li dng v tr c quyn

n phng thay i hoc hy b hp ng giao kt m khng c l do chnhng (iu 13 v iu 14).

i vi cc hnh vi cnh tranh khng lnh mnh: Ch dn gy nhm ln (cmdoanh nghip s dng ch dn cha ng thng tin gy nhm ln v tn thng mi,khu hiu kinh doanh, biu tng kinh doanh, bao b, ch dn a l v cc yu tkhc lm sai lnh nhn thc ca khch hng v hng ha, dch v nhm mc chcnh tranh - khon 1 iu 40); qung co nhm cnh tranh khng lnh mnh (cmdoanh nghip: bt chc mt sn phm qung co khc gy nhm ln cho khchhng; a thng tin gian di hoc gy nhm ln cho khch hng v gi, s lng,cht lng, cng dng, kiu dng, chng loi, bao b, ngy sn xut, thi hn sdng, xut x hng ha, ngi sn xut, ni sn xut, ngi gia cng, ni gia cnghoc cch thc s dng, phng thc phc v, thi hn bo hnh... khon 2,3 iu45); khuyn mi nhm cnh tranh khng lnh mnh (cm doanh nghip t chckhuyn mi m gian di v gii thng; khuyn mi khng trung thc hoc gynhm ln v hng ha, dch v la di khch hng; phn bit i x vi cc

khch hng nh nhau ti cc a bn t chc khuyn mi khc nhau trong cng mtchng trnh khuyn mi; tng hng ha cho khch hng dng th nhng li yu cukhch hng i hng ha cng loi do doanh nghip khc sn xut m khch hng ang s dng dng hng ha ca mnh - iu 46).

Thng qua vic iu chnh cc hnh vi trong cnh tranh, Lut hng tikhuyn khch cnh tranh lnh mnh. Theo cc doanh nghip s phi c nh tranhvi nhau tha mn tt nht nhu cu ca ngi tiu dng bng vic a ra cc sn

phm v dch v c cht lng cao, gi c hp l, chng loi a dng.

2.4. Php lnh cht lng hng ho, Lut cht lng sn phm, hng ha

Php lnh cht lng hng ha c Hi ng nh nc ban hnh nm 1990,n nm 1999 y ban thng v Quc hi ban hnh Php lnh cht lng hng hathay th cho Php lnh nm 1990. Php lnh cht lng hng ha c ban hnhnhm bo m nng cao cht lng hng ho, hiu qu sn xut, kinh doanh; bo v

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quyn v li ch hp php ca t chc, c nhn sn xut, kinh doanh v ngi tiudng; s dng hp l ti nguyn thin nhin v lao ng; bo v mi trng

Tuy nhin, trong bi cnh hi nhp v ton cu ha, cng vi s pht trinca t nc, Php lnh cht lng hng ha khng cn ph hp vi thc tin, dovy ngy 21 thng 11 nm 2007, Quc hi kha XII, k hp th 2 thng qua Lutcht lng sn phm, hng ha. Vic ban hnh Lut nhm nng cao cht lng sn

phm hng ha, sc cnh tranh ca nn kinh t, m bo cht lng hng ha xutkhu v kim sot cht lng cng nh an ton i vi hng ha nhp khu, tngcng trch nhim ca cc t chc, c nhn sn xut, kinh doanh, bo v quyn vli ch hp php ca ngi tiu dng, tng cng hiu lc qun l Nh nc.

Nhm m bo an ton sn phm, hng ha, Lut cht lng sn phm, hngha quy nh 13 nhm hnh vi b nghim cm, gm: Sn xut sn phm, nhp khu,

mua bn hng ho b Nh nc cm lu thng, khng bo m quy chun kthut tng ng hoc khng c ngun gc r rng hoc ht hn s dng; dngthc phm, dc phm khng bo m cht lng hoc ht hn s dng lm tthin hoc cho, tng s dng cho ngi; c tnh cung cp sai hoc gi mo ktqu th nghim, kim tra, gim nh, kim nh, chng nhn cht lng sn phm,hng ha; thay th, nh tro, thm, bt thnh phn hoc cht ph gia, pha trn tpcht lm gim cht lng sn phm, hng ha so vi tiu chun cng b p dnghoc quy chun k thut tng ng; thng tin, qung co sai s tht hoc c hnh vi

gian di v cht lng sn phm, hng ha, v ngun gc v xut x hng ha(iu 8)

Ngi sn xut, ngi nhp khu, ngi bn hng c ngha v theo quy nhti cc iu 10, iu 12, iu 16 gm cc ngha v nh: Th hin cc thng tin vcht lng trn nhn hng ha, bao b, trong ti liu km theo hng ha theo quynh ca php lut v nhn hng ha; Thng tin trung thc v cht lng sn phm,hng ho; Cnh bo v kh nng gy mt an ton ca sn phm v cch phng nga;Thng bo yu cu v vn chuyn, lu gi, bo qun, s dng sn phm, hng ha;

Cung cp thng tin v bo hnh, vn chuyn, bo qun, s dng hng ho cho ngitiu dng; Thu hi, x l sn phm, hng ha khng bo m cht lng; Bithng thit hi theo quy nh ca php lut

2.5. Php lnh o lng

Php lnh o lng s 43-LCT/HNN8 c Hi ng Nh nc thng quangy 06/7/1990, n nm 1999 U ban thng v Quc hi ban hnh Php lnh s

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16/1999/PL-UBTVQH10 thay th cho Php lnh nm 1990. Php lnh o lngc ban hnh nhm m bo vic o lng c thng nht, chnh xc; bo vquyn v li ch hp php ca c nhn, t chc, m bo cng bng x hi; nng caocht lng sn phm hng ho

Trc yu cu pht trin kinh t th trng v hi nhp kinh t quc t, ccquy nh v xy dng, qun l h thng chun o lng, lin kt chun o lngcn c nhng ni dung cha ph hp vi thc tin trong nc v thng l quc t;cha tch bch c hot ng dch v k thut v o lng vi cng tc qun lnh nc v o lng; cha quy nh y cc bin php qun l ngn chn kpthi cc hnh vi vi phm php lut v o lng. chnh xc, phm vi o ca chunquc gia v thit b sao truyn cha ph hp phm vi khu vc v quc t. Do vy,Quc hi kho XII a nhim v xy dng Lut o lng vo Chng trnh xydng lut, php lnh ca Quc hi nhim k kha XII (Ngh quyt s11/2007/QH12 ngy 21 thng 11 nm 2007 ca Quc hi v Chng trnh xy dnglut, php lnh ca Quc hi nhim k kha XII v Ngh quyt s 31/2009/NQ-QH12 ngy 17 thng 6 nm 2009 ca Quc hi v Chng trnh xy dng lut, phplnh nm 2010 v b sung Chng trnh xy dng lut, php lnh ca Quc hinhim k kha XII).

2.6. Php lnh v sinh an ton thc phm, Lut an ton thc phm

An ton thc phm gi vai tr quan trng trong cng tc chm sc v bo v

sc khe nhn dn, nng cao tm vc v th cht con ngi Vit Nam, c ngha lnv kinh t - x hi, an ton x hi v bo v mi trng. Nhn thc tm quan trng, ngy 26 thng 7 nm 2003 y ban thng v Quc hi ban hnhPhp lnhv sinh an ton thc phm quy nh vic bo m v sinh an ton thc phm trongqu trnh sn xut, kinh doanh thc phm; phng nga, khc phc ng c thc

phm v bnh truyn qua thc phm.

Tuy nhin, Php lnh cha c cc quy nh v ngn chn v khc phc s c

v an ton thc phm, truy nguyn ngun gc thc phm, c bit l cc tiu chun,quy chun k thut v an ton thc phm cn thiu, nht l i vi nhng thcphm truyn thng (cc loi mm, nem chua, tng...) v mt s tiu chun, quychun k thut khc cng lc hu. Do vy, ngy 17 thng 6 nm 2010 Quchi thng quaLut an ton thc phm.

Lut an ton thc phm quy nh v quyn v ngha v ca t chc, c nhntrong bo m an ton thc phm; iu kin bo m an ton i vi thc phm, sn

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xut, kinh doanh thc phm v nhp khu, xut khu thc phm; qung co, ghinhn thc phm; kim nghim thc phm; phn tch nguy c i vi an ton thc

phm; phng nga, ngn chn v khc phc s c v an ton thc phm; Lut quy nh 13 nhm hnh vi b cm, nh s dng nguyn liu khng thuc loi dngcho thc phm ch bin thc phm; s dng nguyn liu thc phm qu thi

hn s dng, khng r ngun gc, xut x hoc khng bo m an ton sn xut,ch bin thc phm; s dng ng vt cht do bnh, dch bnh hoc cht khng rnguyn nhn sn xut, kinh doanh thc phm; ngi mc bnh truyn nhimtham gia sn xut, kinh doanh thc phm; qung co thc phm sai s tht, gynhm ln i vi ngi tiu dng

T chc, c nhn sn xut, kinh doanh thc phm vi phm php lut v anton thc phm th ty theo tnh cht, mc vi phm m b x l vi phm hnhchnh hoc b truy cu trch nhim hnh s, nu gy thit hi th phi bi thng vkhc phc hu qu theo quy nh ca php lut.

2.7. Lut tiu chun v quy chun ky thut

Tiu chun v quy chun k thut l cng c v phng tin quan trng duy tr cc chun mc trong quan h kinh t, thng mi; nng cao cht lng vsc cnh tranh ca sn phm, hng ha, dch v; m bo an ton, v sinh, sckho cho con ngi; bo v ng vt, thc vt v mi trng. Ngy 29 thng 6nm 2006, Quc hi thng qua Lut tiu chun v quy chun k thut. Theo ,i tng ca hot ng trong lnh vc tiu chun v quy chun k thut l sn

phm, hng ha; dch v, qu trnh; mi trng v i tng khc. Tiu chun vquy chun k thut phi p ng yu cu v an ton, an ninh quc gia, v sinh, sckhe con ngi, quyn v li ch hp php ca cc bn c lin quan, bo v ngthc vt, mi trng v s dng hp l ti nguyn thin nhin.

2.8. Php lnh Qung co

Qung co l gii thiu n ngi tiu dng v hot ng kinh doanh, hng

ho, dch v. nng cao hiu lc qun l nh nc v qung co, bo v quyn vli ch hp php ca ngi tiu dng, ngy 16 thng 11 nm 2001 y ban Thngv Quc hi ban hnh Php lnh v qung co. Php lnh quy nh nghim cmvic qung co gian di, ngi qung co c ngha v qung co ph hp vi nidung ca Giy chng nhn ng k kinh doanh; m bo ni dung qung co phitrung thc, chnh xc; thc hin cc ngha v k kt trong hp ng; thc hincc ngha v khc theo quy nh ca php lut.

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2.9. Php lnh gi

Php lnh s 40/2002/PL-UBTVQH10 ca U ban thng v Quc hi banhnh ngy 26/4/2002 quy nh v gi.

Lin quan n vic bo v quyn li ca ngi tiu dng, Php lnh gi quy

nh Nh nc thc hin cc chnh sch, bin php bnh n gi nhm kim sot lmpht, n nh tnh hnh kinh t - x hi, bo v quyn v li ch hp php ca tchc c nhn sn xut, kinh doanh, ca ngi tiu dng

iu 28 ca Php lnh quy nh 7 nhm hnh vi cm cc t chc, c nhn snxut, kinh doanh tin hnh:

- Cu kt vi t chc, c nhn sn xut, kinh doanh khc lin kt cquyn v gi, gy thit hi n li ch hp php ca t chc, c nhn sn xut, kinhdoanh khc, ca ngi tiu dng v li ch ca Nh nc;

- Bn ph gi hng ha, dch v;

- Ba t, loan tin khng c cn c v vic tng gi hoc h gi gy thit hin li ch hp php ca t chc, c nhn sn xut, kinh doanh khc, ca ngi tiudng v li ch ca Nh nc;

- nh gi sai la di ngi tiu dng hoc t chc, c nhn hp tc snxut, kinh doanh vi mnh;

- Tng hoc gim gi gi to bng cch thay i s lng, cht lng, aim giao nhn hng ha,dch v;

- Li dng thin tai, ch ha v din bin bt thng khc u c tng gi,p gi;

- Cc hnh vi khc do php lut quy nh.

T chc, c nhn sn xut, kinh doanh phi nim yt gi hng ha, dch v tica hng, ni giao dch mua bn hng ha v cung ng dch v; vic nim yt gi

phi r rng, khng gy nhm ln cho khch hng (iu 29).2.10. Ngh nh s 169/2004/N-CP ngy 22/9/2004 ca Chnh ph quy nh

v x pht vi phm hnh chnh trong lnh vc gi.

Ngi c hnh vi vi phm cc quy nh ca Php lnh gi s b x l vi phmhnh chnh theo Ngh nh s 169/2004/N-CP. Trong , cc hnh vi vi phm linquan n quyn li ngi tiu dng c quy nh nh sau:

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- Hnh vi vi phm quy nh v bnh n gi: Pht tin t 5 triu n 10 triung i vi hnh vi: Khng bo co, bo co khng ng quy nh khi Nh ncthc hin cc bin php bnh n gi hoc khng thc hin ng cc bin php bnh ngi ca c quan c thm quyn (iu 9).

- Hnh vi u c tng gi, p gi: Pht tin t 3 triu ng n 10 triu ngi vi hnh vi li dng thin tai, ch ho, din bin bt thng khc u ctng gi, p gi (iu 16).

-Hnh vi ba t, loan tin khng c cn c v vic tng gi hoc h gi: Phttin t 3 triu ng n 10 triu ng i vi hnh vi ba t, loan tin khng c cnc v vic tng gi hoc h gi hng ho, dch v do y ban nhn dn cp tnh,Chnh ph, Th tng Chnh ph, B trng, Th trng c quan ngang B quytnh, gy thit hi n li ch hp php ca c nhn, t chc sn xut kinh doanh khc,

ca ngi tiu dng v li ch ca Nh nc (iu 17).2.11. Ngh nh s 107/2008/N-CP ngy 22/9/2008 ca Chnh ph quy nh

x pht hnh chnh cc hnh vi u c, gm hng, tng gi qu mc, a tin thtthit, bun lu v gian ln thng mi

- Hnh vi tng gi qu mc (iu 6)

iu 6 ca Ngh nh quy nh 8 mc x pht tng ng vi gi tr hng ho,dch v b tng gi qu mc, theo , ngi c hnh vi tng gi qu mc c th b

pht tin t 500 nghn ng n 20 triu ng, v c th b pht gp i s tin nytrong trng hp: Ngi vi phm l ngi sn xut, ch bin, lp rp, sang chit,ng gi, nhp khu hng ho; l doanh nghip, chi nhnh kinh doanh ti Vit Nam;l ca siu th, trung tm thng mi hoc c s phn phi hng ho khc.

- Hnh vi a tin tht thit v th trng, gi c hng ho, dch v (iu 7)

Ngi c hnh vi ba t, loan tin, a tin khng ng s tht v tnh hnh thtrng, gi c hng ho, dch v gy tm l hoang mang trong x hi v bt n thtrng th c th b pht cnh co hoc pht tin t 500 nghn ng n 20 triung. Ngi c ba t, loan tin, a tin khng ng s tht v li s b phttin gp hai ln mc tin pht ny.

- Hnh vi vi phm v nim yt gi hng ho, dch v (iu 9)

Cc hnh vi vi phm v nim yt gi hng ho, dch v gm :

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+ Khng nim yt gi hng ho, dch v ti ca hng, quy hng, im, giaodch mua bn hng ho, cung ng dch v;

+ Nim yt gi khng ng quy nh, khng r rng gy nhm ln cho khchhng;

+ Bn hng, thu tin ph dch v cao hn gi nim yt.Mc pht p dng i vi cc hnh vi vi phm trn l t 500 nghn ng n

10 triu ng.

Ring i vi cc c s giao dch ngoi t hoc kinh doanh vng c hnh vikhng nim yt t gi mua, bn ngoi t hoc gi mua, bn vng ti a im giaokinh doanh; hoc c nim yt t gi mua bn ngoi t hoc gi mua, bn vng nhnghnh thc, ni dung, nim yt khng r rng gy nhm ln cho khch hng; hocmua, bn ngoi t, vng khng ng gi nim yt th b pht tin t 10 triu n 20triu ng.

- Hnh vi gian ln v o lng, ng gi hng ho v cht lng hng ho,dch v (iu 13)

Cc hnh vi vi phm gm:

+ Gian ln trong cn, ong, o, m, ng gi hng ho;

+ Gian ln cht lng hng ho so vi cng b cht lng hoc ghi trn nhn

hng hoTu thuc vo gi tr ca hng ho gian ln m ngi c hnh vi vi phm nu

trn s b pht cnh co hoc pht tin t 20 nghn ng n 15 triu ng. Nungi thc hin hnh vi gian ln l ngi sn xut, ch bin, lp rp, sang chit, np,ng gi hng ho hoc hng ho, dch v thuc danh mc bnh n gi theo quynh ca php lut th pht tin gp hai ln mc pht tin trn.

Ngi c hnh vi vi phm cn b p dng hnh thc x pht b sung v bucphi thc hin bin php khc phc hu qu: B tch thu s tin thu li do hnh vi viphm; buc ci chnh thng tin, buc tiu hu hoc tch thu tiu hu cc n phm cni dung thng tin sai phm. B tc quyn s dng n 12 thng Giy chng nhn iu kin kinh doanh, cc loi giy php kinh doanh c cp hoc tc quyns dng khng thi hn cc loi giy php trong trng hp vi phm nhiu ln hocti phm.

2.12. B lut hnh s

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Lin quan n bo v quyn li ngi tiu dng, B lut hnh s quy nh tiChng XVI (Cc ti xm phm trt t qun l kinh t), gm Ti sn xut, bun

bn hng gi (iu 156), Ti sn xut, bun bn hng gi l lng thc, thc phm,thuc cha bnh, thuc phng bnh (iu 157), Ti sn xut, bun bn hng gi lthc n dng chn nui, phn bn, thuc th y, thuc bo v thc vt, ging cy

trng, vt nui (iu 158), Ti la di khch hng (iu 162), Ti qung co giandi (iu 168)mc hnh pht i vi cc ti ny ty thuc vo tnh cht ca hnhvi phm ti v hu qu xy ra m ngi phm ti c th b pht t t 3 thng n 15nm, ring i vi ti sn xut, bun bn hng gi l lng thc, thc phm, thuccha bnh, thuc phng bnh, ngi phm ti c th b pht t n 20 nm, tchung thn hoc t hnh.

Ngoi ra, cc quy nh php lut v bo v quyn li ngi tiu dng cn nmtrong nhiu vn bn lut khc nhau, nh Lut bo v sc khe nhn dn, Lut bov mi trng, Lut Dc, Lut khm bnh, cha bnh...

Trc s pht trin nhanh chng v a dng ca nn kinh t th trng, cbit l sau khi Vit Nam tr thnh thnh vin chnh thc ca T chc Thng miTh gii (WTO) i hi Vit Nam phi c nhng iu chnh v mi lnh vc thchin nhng cam kt quc t ra v ph hp hi nhp kinh t quc t, trong iu chnh v hon thin h thng quy phm php lut trong nc l mt yu cuquan trng hng u. Cc quy phm php lut v bo v quyn loi ngi tiu dngcn phi c s iu chnh, sa i p ng yu cu thc tin ra. Ngy 17 thng11 nm 2010 Quc hi kho XII, k hp th 8 thng qua Lut bo v ngi tiudng.

3. H thng c quan qun l nh nc v bo v quyn li ngi tiu dng

Cng tc bo v quyn li ca ngi tiu dng c nhng chuyn bin tch cc

k t sau khi Php lnh bo v quyn li ca ngi tiu dngc hiu lc. Theo Nghnh s 69/2001/N-CP ngy 02/10/2001 ca Chnh ph quy nh chi tit thi hnhPhp lnh bo v quyn li ngi tiu dng, B Khoa hc, Cng ngh v Mitrng (nay l B Khoa hc v Cng ngh) l c quan chu trch nhim trc Chnh

ph thng nht qun l nh nc v bo v quyn li ngi tiu dng trong phm vic nc (trong , c quan trc tip thc hin qun l l Tng cc Tiu chun olng Cht lng thuc B). a phng, cng tc bo v quyn li ngi tiu

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dng c giao cho S Khoa hc, Cng ngh v Mi trng, Chi cc Tiu chuno lng Cht lng thc hin nhim v qun l nh nc v bo v quyn lingi tiu dng. Tuy nhin, cng tc bo v quyn li ngi tiu dng v hot ngca b my bo v quyn li ngi tiu dng cn bc l nhiu im yu, cn nhiu

bt cp: nh vic nng cao nhn thc v bo v quyn li ngi tiu dng cho ton

x hi; cng tc chng hng gi, hng km cht lng; qung co gian di, khuynmi khng trung thc, bn hng a cp bt chnh, la o thng qua mng internetvn xy ra ngy cng nhiu vi nhiu hnh thc a dng.

Nhm tng cng hiu qu trong cng tc bo v quyn li ngi tiu dng.T nm 2004, nhim v qun l nh nc v bo v quyn li ngi tiu dng cgiao cho B Thng mi1. Chc nng qun l nh nc v bo v quyn li ngitiu dng c chnh thc giao cho Cc Qun l cnh tranh thuc B Thng mik t nm 2006 theo quy nh ti Ngh nh s 06/2006/N-CP ngy 09 thng 01nm 2006 ca Chnh ph quy nh chc nng, nhim v, quyn hn v c cu tchc ca Cc Qun l cnh tranh. Theo , Cc Qun l cnh tranh va c chcnng thc thi php lut cnh tranh va c chc nng thc thi php lut bo v ngitiu dng.

Ngy 31 thng 7 nm 2007 ti k hp th nht quc hi kha XII thngqua Ngh quyt s 01/2007/NQ-QH12, theo hp nht B Cng nghip vi BThng mi thnh B Cng thng, chc nng, nhim v v quyn hn ca B

Cng nghip v B Thng mi c chuyn giao cho B Cng thng. Do vy,B Cng thng c chc nng qun l nh nc v bo v quyn li ngi tiudng.

m bo tnh thng nht trong cc vn bn php lut, Ngh nh s55/2008/N-CP thay th ngh nh s 69/2001/N-CP quy nh chi tit thi hnhPhp lnh bo v quyn li ngi tiu dng, iu 24 ca ngh nh s 55/2008/N-CP quy nh B Cng Thng chu trch nhim trc Chnh ph thng nht qun lnh nc v bo v quyn li ngi tiu dng trong phm vi c nc v Cc Qun

l cnh tranh l c quan gip B trng B Cng Thng thc hin qun l nhnc v bo v quyn li ngi tiu dng.

Ban Bo v ngi tiu dng thuc Cc Qun l cnh tranh c chc nng gipCc trng thc hin chc nng qun l nh nc v bo v quyn li ngi tiu

1 Ngh nh s 29/2004/N-CP ngy 16/01/2004 quy nh chc nng nhim v, quyn hn v c cu t chc ca BThng mi, khon 6, iu 2 Ngh nh quy nh nhim v ca B Thng miThng nht qun l nh nc v bov quyn li ngi tiu dng theo quy nh ca php lut

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dng. Nhim v, quyn hn ca Ban Bo v ngi tiu dng c quy nh tiQuyt nh s 27/2006/Q-BTM ngy 28/08/2006 v vic thnh lp v quy nhchc nng, nhim v, quyn hn ca cc n v thuc Cc Qun l cnh tranh, gm:

+ Tham gia xy dng cc vn bn quy phm php lut, chnh sch, hng dnnghip v qun l nh nc v bo v quyn li ngi tiu dng;

+ Hng dn thc hin cc vn bn quy phm php lut, chnh sch v bo vquyn li ngi tiu dng;

+ Pht hin v xut Cc trng kin ngh cp c thm quyn x l nhngquy nh khng ph hp vi php lut v bo v quyn li ngi tiu dng;

+ Ch tr v phi hp vi cc c quan c lin quan trong vic thc hin ccchc nng qun l nh nc v bo v quyn li ngi tiu dng v hng dn ccS Thng mi/S Thng mi Du lch thc hin chc nng qun l nh nc v

bo v quyn li ngi tiu dng ti a phng;

+ Kim tra, gim st vic chp hnh php lut v bo v quyn li ngi tiudng v xut Cc trng x l hoc kin ngh cp c thm quyn x l vi phm

php lut v bo v quyn li ngi tiu dng;

+ Th l khiu ni, t co i vi cc hnh vi vi phm php lut v bo vngi tiu dng;

+ xut Cc trng gii quyt hoc kin ngh cp c thm quyn gii quytkhiu ni, t co v bo v quyn li ngi tiu dng theo quy nh ca php lut;

+ Kin ngh Cc trng v vic s dng t vn trong v ngoi nc trongtrng hp cn thit theo yu cu ca cng vic v theo quy nh ca php lut.

U ban nhn dn tnh, thnh ph trc thuc Trung ng c trch nhim thchin qun l nh nc v bo v quyn li ngi tiu dng ti a phng. SThng mi hoc S Thng mi v Du lch (nay l S Cng thng) l c quanchuyn mn thuc y ban nhn dn tnh, thnh ph trc thuc trung ng tham

mu, gip y ban nhn dn cp tnh thc hin chc nng qun l nh nc vthng mi trn a bn tnh bao gm c lnh vc bo v quyn li ngi tiu dng.

Bn cnh cc c quan c chc nng, nhim v trc tip v bo v quyn li cangi tiu dng, h thng c quan qun l nh nc khc trong vic thc hin chcnng, nhim v, quyn hn ca mnh u c trch nhim m bo quyn li ngi

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tiu dng c bo v, gm cc c quan qun l chuyn ngnh t Trung ng na phng, c th nh sau:

- Cc Qun l th trng thuc B Cng thng ( a phng c Chi cc qunl th trng cp tnh, i qun l th trng) c chc nng chng bun lu, bun

bn hng cm, hng nhp lu, gian ln thng mi cc mt hng tiu dng, chnghng gi, hng vi phm v s hu tr tu, vi phm an ton v sinh thc phm

- B Y t thc hin vic qun l, kim tra, thanh tra i vi dc phm, dcliu, trang thit b, dng c y t, cc loi m phm, v sinh an ton thc phm...

- B Xy dng thc hin vic qun l, kim tra, thanh tra trong lnh vc xydng, gm: quy hoch, thit k, thi cng nghim thu cng trnh xy dng dn dngm bo cht lng an ton cho ngi s dng.

- B Giao thng Vn ti thc hin vic qun l, kim tra, thanh tra cc phngtin giao thng vn ti ng b, ng thy, ng st, ng hng khng, gang st, sn bay, bn cng v cc trang thit b s dng cng phng tin vn tinhm m bo an ton cho hnh khch trong dch v vn chuyn hoc mua s dngcc phng tin ny.

- B Nng nghip v Pht trin Nng thn thc hin vic qun l v cht lngphn bn, ging cy trng, con ging, thuc th y, thuc bo v thc vt, cc snphm sinh hc phc v trng trt v chn nui, thc n chn nui, thc n nui

trng thy hi sn...- B Vn ha, Th thao v Du lch thc hin qun l nh nc trong lnh vc

truyn thng, qung co v hng ha, vn ha phm trn cc phng tin thng tini chng;

- B Khoa hc v Cng ngh thc hin qun l nh nc trong hot ng khoahc, cng ngh, tiu chun, o lng cht lng sn phm hng ha, s hu tr tu;

- B Thng tin v Truyn thng thc hin qun l nh nc v cht lng, gi

c cc dch v bu chnh, chuyn pht, vin thng, internet, truyn dn pht sng,tn s v tuyn in, hot ng bo ch, xut bn.

4. Hi Tiu chun v Bo v ngi tiu dng Vit Nam

Hi Tiu chun v Bo v ngi tiu dng Vit Nam (VINASTAS) cthnh lp ngy 02 thng 5 nm 1988, vi tn gi l Hi Khoa hc k thut v Tiuchun ho - o lng cht lng Vit Nam t nm 1988 - 1991. Nm 1991, Hi i

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tn thnh Hi Khoa hc k thut v tiu chun ha, cht lng v bo v quyn lingi tiu dng Vit Nam (gi tt l Hi Tiu chun v Bo v ngi tiu dng Vit

Nam VINASTAS). Hin nay, Hi l thnh vin ca Lin hip cc Hi Khoa hck thut Vit Nam (t nm 1988) v T chc Quc t Ngi Tiu dng - CI(15/3/1992).

VINASTAS l mt t chc t nguyn ca nhng ngi hot ng trong cclnh vc tiu chun ha, o lng, cht lng v bo v quyn li ngi tiu dng.Vic thnh lp v hot ng ca Hi khng v mc ch li nhun, Hi hot ng

bng kinh ph t c, kinh ph thc hin d n v cc ngun ti tr.

Cc hot ng ch yu ca VINASTAS:

+ Thng tin, tuyn truyn, ph bin kin thc cho ngi tiu dng v quynv trch nhim ca h, nng cao kin thc v tiu dng, xy dng phong cch tiu

dng lnh mnh cho mi ngi, t chc v gip ngi tiu dng t bo v quynli ca mnh;

+ iu tra, kho st, nghin cu, th nghim;

+ Tm hiu c s php l v gii quyt cc khiu ni ca ngi tiu dng; idin cho ngi tiu dng trong cc tranh chp nhm bo v quyn li hp php cah khi c u quyn;

+ Phi hp vi cc c quan qun l nh nc thc hin kim tra, thanh tra,

gim st th trng nhm chng hng gi, chng hin tng gian di trong kinhdoanh, ln n hin tng khng m bo an ton v sinh thc phm;

+ Phi hp vi cc t chc, on th c lin quan (nh: Tng lin on Laong Vit Nam, Hi Lin hip ph n Vit Nam, on Thanh nin Cng sn HCh Minh, Hi Nng dn Vit Nam) tin hnh cc hot ng bo v ngi tiudng;

+ xut, tham gia gp vi cc c quan qun l nh nc v nhng ch

trng, chnh sch v bin php nhm pht trin cng tc tiu chun ha, cht lngv bo v quyn li ngi tiu dng;

+ Hp tc quc t trong lnh vc bo v ngi tiu dng.

C cu t chc ca VINASTAS:

Hin nay, VINASTAS c cc n v, t chc trc thuc Hi, gm:

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1 - Vn phng Trung ng Hi t ti H Ni2.

2 - Vn phng Hi pha Nam3.

3 - Vn phng t vn khiu ni ca ngi tiu dng4.

4 - Vn phng i din t chc ngi tiu dng ti thnh ph H Ch Minh.

5 - Tp ch ngi tiu dng.

6 - Trung tm Nghin cu v t vn v tiu dng (CESCON).

7 - Trung tm dch v v chuyn giao cng ngh tiu chun cht lng (CETA).

8 - Cc Cu lc b (Cht lng - Nh bo bo v ngi tiu dng, Ngi tiudng n, Chng hng gi..).

9 - Cc Vn phng T vn, khiu ni ca ngi tiu dng ti cc tnh, thnh

ph trong c nc.

2,4 a ch: s 214/22 ph Tn Tht Tng, H Ni. Email: [email protected], in thoi: (84.4) 66512704,Website: http://www.nguoitieudung.com.vn3 Vn phng Hi pha Nam: s 49 Pasteur, Qun 1, thnh ph H Ch Minh; in thoi (84.8)382152944

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mailto:[email protected]?subject=Contact%20to%20Www.NguoiTieuDung.Com.Vnmailto:[email protected]?subject=Contact%20to%20Www.NguoiTieuDung.Com.Vnmailto:[email protected]?subject=Contact%20to%20Www.NguoiTieuDung.Com.Vn


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Phn th hai

GII THIU LUT BO V QUYN LI NGI TIU DNG

I. S CN THIT BAN HNH LUT BO V QUYN LI NGITIU DNG

1. Thc trng vi phm php lut v bo v quyn li ngi tiu dng tiVit Nam

Theo bo co ca Cc qun l cnh tranh - B Cng thng, mi nm c hn100.000 v vi phm v quyn li ngi tiu dng m Cc x l. Cc v vi phmquyn li ngi tiu dng din ra ph bin vi hnh vi v th on ngy cng tinhvi, cc vi phm nhiu nht l cht lng hng ha (ch yu l hng gi, hng nhi,hng km cht lng, hng khng m bo v sinh an ton thc phm, hng vi phms hu tr tu...). C th nh xng pha aceton; nc tng c cht 3-MCPD;sa ccha melamine; ru c cha c t; m phm cha ho cht khng c php sdng; thc phm cha cht bo qun, thuc kch thch tng trng, cha d lngcht khng sinh qu mc cho php, thuc bo v thc vt khng c php sdng

Ch tnh trong nm 2008, cc lc lng chc nng kim tra v x l146.958 v vi phm, trong c 15.092 v bun bn hng cm, hng nhp lu,18.539 v sn xut, bun bn hng gi, hng km cht lng, vi phm quyn s hu

tr tu v an ton v sinh thc phm, 4.303 v v u c gm hng, vic o lng,cn ong, o m cng thng xuyn xy ra vi phm. Kt qu kim tra cho thy,mt s v vi phm c phm vi nh hng ln ti ngi tiu dng nh cc v vic v315.000 in k in t gi; v gian ln cc taxi bng cch gn b tng cy s doTrung Quc sn xut di gm xe, nt bm iu khin di v-lng xe iuchnh taximet chy nhanh hn; gian ln trong o lng v kinh doanh sn phmxng du (ong thiu hoc bn xng pha nc); m bo him khng m bo anton cht lng l m gi, km cht lng, nhi nhn mc, khng c tem CS; vng

b thiu tui... Nhng v vic ny gy thit hi khng ch v ti sn m cn nhhng n sc khe thm ch l tnh mng ca ngi tiu dng. Ngoi ra, vn hu mi, cc dch v bo hnh, khuyn mi ca doanh nghip cng cha c thchin theo ng cc cam kt a ra vi ngi tiu dng. H qu l ngi tiu dngang phi i mt vi s la chn b thu hp dn.

Theo thng k ca Bnh vin K, mi nm Vit Nam c khong 77.457 ca mimc bnh ung th trong 80% l do mi trng sng v ch c khong 5% l do

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gen di truyn5. Mt thng k khc cng rt ng ch l, t nm 2004 n nm2008 c nc c 1.634 v ng c thc phm vi 23.894 ngi b mc v 321 ngit vong6.

Theo kho st ca Hi tiu chun v bo v ngi tiu dng Vit Nam, timt s im bn xng du, sai s o lng bnh qun khong 5%. Vi mc tiu thxng du hin nay s tin m ngi tiu dng b thit hi ln ti hng ngn t ng.Theo kt qu tng kim tra mi y ca B Khoa hc v Cng ngh cho thykhong 28% c s kinh doanh sai phm v o lng (c ni sai s gn 10%), 17%vi phm v cht lng.7

Nhng con s trn ch l s thng k mt phn nh v mi ch phn nh cphn no thc trng xm hi quyn v li ch hp php ca ngi tiu dng. Do vy,c th ni rng ngi tiu dng Vit Nam ang phi sng trong mt mi trng

khng an ton, quyn v li ch hp php b vi phm nghim trng. Trong khi ,cc quy nh ca php lut hin hnh cn nhiu bt cp, gy kh khn cho qu trnh

pht hin v x l cc vi phm quyn li ca ngi tiu dng. Thc trng ny ihi phi xy dng mt c ch php l y v hon thin nhm bo v quyn lingi tiu dng.

2. H thng quy nh ca php lut v bo v quyn li ngi tiu dngcn nhiu bt cp

Bo v ngi tiu dng l mt trong nhng vn thu ht s quan tm caton x hi. Khng ch ti Vit Nam, hu ht cc nc trn th gii u rt coi trngcng tc ny bi l bo v ngi tiu dng chnh l bo v s pht trin bn vng cax hi. Do , nhiu quc gia sm ban hnh cc o lut vi mc ch bo v ccquyn v li ch hp php ca ngi tiu dng.

Ti Vit Nam, ngy 27 thng 4 nm 1999, y ban Thng v Quc hi ban hnh Php lnh Bo v ngi tiu dng. y c th coi l mt bc ngot quantrng trong cng tc bo v ngi tiu dng nc ta cho thy s quan tm ca

ng v Nh nc ta i vi cng tc ny. Bn cnh Php lnh Bo v ngi tiudng, vn bo v quyn v li ch hp php ca ngi tiu dng Vit Nam cnc quy nh bi rt nhiu vn bn quy phm php lut khc nh: B lut dn s,

5 Ngun:http://dantri.com.vn/c20/s20-113927/moi-nam-co-them-77000-benh-nhan-mac-ung-thu.htm6 Ngun: Bo co gim st vic thc hin chnh sch php lut v qun l cht lng, v sinh an ton thcphm ca on Gim st, y ban Thng v Quc hi.7 Ngun: http://dddn.com.vn/2008112811523258cat104/nguoi-tieu-dung-phai-duoc-bao-ve-bang-mot-toa-an-rieng.htm.

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http://dantri.com.vn/c20/s20-113927/moi-nam-co-them-77000-benh-nhan-mac-ung-thu.htmhttp://dantri.com.vn/c20/s20-113927/moi-nam-co-them-77000-benh-nhan-mac-ung-thu.htmhttp://dddn.com.vn/2008112811523258cat104/nguoi-tieu-dung-phai-duoc-bao-ve-bang-mot-toa-an-rieng.htmhttp://dddn.com.vn/2008112811523258cat104/nguoi-tieu-dung-phai-duoc-bao-ve-bang-mot-toa-an-rieng.htmhttp://dantri.com.vn/c20/s20-113927/moi-nam-co-them-77000-benh-nhan-mac-ung-thu.htmhttp://dddn.com.vn/2008112811523258cat104/nguoi-tieu-dung-phai-duoc-bao-ve-bang-mot-toa-an-rieng.htmhttp://dddn.com.vn/2008112811523258cat104/nguoi-tieu-dung-phai-duoc-bao-ve-bang-mot-toa-an-rieng.htm


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B lut hnh s, Lut thng mi, Lut cnh tranh, Lut cht lng sn phm, hngha8

Tuy nhin, kt qu nghin cu h thng vn bn quy phm php lut hinhnh v kho st, nh gi thc tin thi hnh cc quy nh ca php lut v bo vngi tiu dng cho thy cc quy nh php lut hin hnh c nhiu bt cp vkhng ph hp vi yu cu ca cng tc bo v quyn v li ch hp php ca ngitiu dng trong tnh hnh mi. C th nh sau:

a) Cc quy nh v bo v ngi tiu dng cn mang tnh tuyn ngn, khthc hin

Php lnh Bo v ngi tiu dng mi ch dng li vic ghi nhn cc quynca ngi tiu dng nh mt tuyn ngn m cha c nhng c ch c th thcthi cc quyn ny. Chnh v vy, m cng tc bo v quyn li ngi tiu dng cn

gp nhiu kh khn.

b) Quy nh ca php lut hin hnh cha xy dng c mt c ch giiquyt cc khiu ni, tranh chp hu hiu ngi tiu dng c th t bo v mnh

Hin nay, tranh chp gia ngi tiu dng v t chc, c nhn kinh doanhc hiu l cc tranh chp dn s thng thng nn c x l theo cc quy nhhin hnh v php lut t tng dn s.

Tuy nhin, cc tranh chp ca ngi tiu dng vi t chc, c nhn kinh

doanh c c th l nhng tranh chp nh, n gin v cn c gii quyt nhanhchng, thun tin cho ngi tiu dng. Thc t cho thy vic p dng cc quy nhca php lut t tng dn s hin hnh gii quyt cc khiu ni, tranh chp cangi tiu dng l khng ph hp v gii quyt theo th tc t tng dn s l qu

phc tp v tn km, khng ph hp vi khiu ni, gii quyt tranh chp ca ngitiu dng. y l l do chnh dn n vic ngi tiu dng nc ta thng khngkhiu ni, khi kin ra to khi b vi phm quyn li. Li dng iu ny, nhiu tchc c nhn kinh doanh thng khng cao thc bo v quyn li ngi tiu

dng dn n thit hi quyn li ngi tiu dng v li ch chung ca x hi.

c) Quy nh ca php lut hin hnh cha c nhng ch ti c th, sc rne x l cc hnh vi vi phm php lut

Theo quy nh hin hnh, cc hnh vi vi phm php lut v bo v ngi tiudng c th phi chu ch ti dn s, hnh chnh v thm ch l ch ti hnh s (nu

8 Xem mc 1, 2 Phn II trn.

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hnh vi cu thnh ti phm theo quy nh ca B lut Hnh s). Thc tin cng tcbo v ngi tiu dng trong thi gian qua cho thy cc ch ti hin hnh khng sc rn e, gio dc i vi cc t chc, c nhn vi phm quyn li ca ngi tiudng. y chnh l mt trong nhng nguyn nhn l gii cho s gia tng c v slng v mc ca cc v vic vi phm quyn li ca ngi tiu dng trn thc

t.

Trong nm 2008, ring lc lng qun l th trng kim tra v x l18.539 v sn xut, bun bn hng gi, hng km cht lng, vi phm quyn s hutr tu v an ton v sinh thc phm. Tuy nhin, cng theo c quan ny, mc x phtkhng tng xng vi li nhun m doanh nghip thu c t hnh vi vi phm, do c thc t l nhiu doanh nghip chp nhn b pht vi phm9.

Theo kinh nghim mt s nc trn th gii, ngoi bin php pht tin, cm

kinh doanh, cc nc ny cn a ra nhng ch ti c th nh cng b cng khaitrn cc phng tin thng tin i chng, truy thu li nhun bt hp php y lnhng ch ti rt hiu qu p dng cho cc t chc, c nhn vi phm quyn lica ngi tiu dng. Tuy nhin, cc quy nh ca php lut Vit Nam hin hnh vncha a ra c nhng ch ti th hin tnh c th, ph hp trong lnh vc ny.

d) C ch phi hp gia cc c quan c thm quyn trong cng tc bo vngi tiu dng cha c quy nh mt cch r rng

Khc vi cc lnh vc khc, hot ng bo v ngi tiu dng lin quan nnhiu ngnh, lnh vc khc nhau. Chnh v vy, c rt nhiu c quan, t chc c linquan n cng tc ny. Tuy nhin, cc quy nh ca php lut hin hnh cha to ramt c ch phi hp c hiu qu cc c quan c lin quan c th phi hp trongcng tc bo v ngi tiu dng m hot ng trong tnh trng mnh ai ny lm.

Do vy, cc v vic vi phm quyn li ngi tiu dng khng c pht hinv x l mt cch kp thi, trit . Cc c quan qun l nh nc v bo v ngitiu dng cng cha c trao thm quyn tin hnh cc hot ng bo v

ngi tiu dng mt cch hiu qu.) Cha c c ch hu hiu cc t chc bo v ngi tiu dng hot ng

mt cch hiu qu

9 Ngun: Cc Qun l th trng - B Cng thng.30


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Kinh nghim trong cng tc bo v ngi tiu dng ca nhiu nc trn thgii cho thy, vai tr ca cc t chc bo v ngi tiu dng l ht sc quan trng,gp phn quyt nh vo s thnh cng ca cng tc ny.

nc ta, cc t chc bo v ngi tiu dng ra i tng i sm v gpphn rt ln vo hot ng bo v ngi tiu dng. Tuy nhin, cho n nay, cc tchc bo v ngi tiu dng vn hot ng cha hiu qu, cha p ng c yucu trong cng tc bo v ngi tiu dng trong tnh hnh mi. Mt trong nhngnguyn nhn quan trng dn n tnh trng ny l s bt cp ca cc quy nh phplut hin hnh. Khc vi cc t chc x hi khc, cc t chc bo v ngi tiudng hot ng m khng c s ng gp ca cc hi vin cng nh khng c btk mt ngun thu n nh no khc. Chnh v vy, hot ng ca cc t chc ny lrt kh khn trong khi cha c mt c ch h tr ti chnh hu hiu t ngn schnh nc. V vy, rt kh cc t chc bo v ngi tiu dng hot ng c hiuqu.

II. QUAN IM CH O V QU TRNH XY DNG LUT

Qua hn 10 nm thc hin Php lnh Bo v quyn li ngi tiu dng s13/1999/PL-UBTVQH ngy 27 thng 4 nm 1999 ca U ban Thng v Quc hi gii quyt phn no vi phm nh hng n quyn v li ch hp php ca ngitiu dng nh sn xut hng gi, hng km cht lng vv... Php lnh ny quynh cc nguyn tc c bn trong bo v quyn li ngi tiu dng; trch nhim cat chc, c nhn kinh doanh hng ho, dch v; qun l nh nc v bo v quynli ngi tiu dng; gii quyt khiu ni, t co ca ngi tiu dng. Nguyn tcca Php lnh a ra l Bo v quyn v li ch hp php ca ngi tiu dng ltrch nhim chung ca ton x hi. Trong , cp n 8 quyn c bn ca ngitiu dng, c Lin Hp quc cng nhn v cng b. Bao gm, quyn c thamn nhng nhu cu c bn, quyn c an ton, quyn c thng tin, quyn cla chn, quyn c lng nghe, quyn c khiu ni v bi thng, quyn cgio dc o to v tiu dng, quyn c c mi trng sng lnh mnh v bnvng.

S ra i ca Php lnh Bo v quyn li ngi tiu dng to nn hnhlang php l quan trng trong bo v quyn li ngi tiu dng. Kt qu t c cth thy nhng c gng nht nh nh vic chng hng gi, hng nhi, v sinh anton thc phm, chng gian ln thng mi. Tuy nhin, vic thc thi cn nhiu bt

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cp v cc quy nh trong cha y v cn qu chung chung dn n kt quhot ng Php lnh cn hn ch v hiu qu thc thi cha cao v cn s si, chyu ch nu nhng nguyn tc chung m cha c nhng ch ti c th trong tngtrng hp.

Bo v quyn li ngi tiu dng lun l vn c quan tm khi m gny cc v vi phm ngy cng gia tng mc bo ng nh: sa c chamelamine; ru c cha c t, m phm cha ho cht khng c php s dng,thc phm cha cht bo qun vv... Hin trng trn i hi phi c cch tip cnmi trong lnh vc bo v ngi tiu dng, trong c vic hon thin php lut v

bo v quyn li ngi dng, vi trng tm l xy dng Lut bo v quyn li ngitiu dng l mt yu cu cp thit hin nay m bo quyn li ca ngi tiudng Vit Nam c tn trng v bo v ng thi gp phn quan trng trong victo mi trng kinh doanh lnh mnh v s pht trin ca t nc.

Vic xy dng Lut bo v quyn li ngi tiu dng c da trn nhngquan im ch o v nh hng nh sau:

1. Bo m s cn bng trong giao dch dn s gia ngi tiu dng vt chc, c nhn kinh doanh

Hp ng l mt s t do tha thun. Tuy nhin, nu cc bn t do v hnth hp ng s tr thnh phng tin bn mnh hn ln t bn yu th hn vgy thit hi to ln ti li ch chung ca x hi. Ngi tiu dng lun l bn thiuthng tin, c bit l cc thng tin v kin thc lin quan n c tnh k thut casn phm. Bn cnh , ngi tiu dng thng thng t c c hi m phn,thng lng trong quan h vi t chc, c nhn kinh doanh. Do , php lut cnc cc quy nh c th m bo s cn bng trong cc quan h ny, qua gp

phn n nh trt t x hi, bo v li ch chung ca x hi.

2. X hi ha cng tc bo v ngi tiu dng

Theo nh hng ny, nh nc khuyn khch cc t chc, c nhn trong x

hi tham gia cng Nh nc trong cng tc bo v ngi tiu dng. Bn cnh ,php lut hng ti s dng chnh sc mnh ca th trng loi b cc doanhnghip c hnh vi xm phm quyn li ngi tiu dng t ngoi vic bo vc li ch ca ngi tiu dng cn hng ti bo v cc doanh nghip lm nchn chnh.

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3. Bo v quyn, li ch hp php ca ngi tiu dng ng thi bo mquyn v li ch hp php ca cc t chc, c nhn kinh doanh

Cc quy nh ca Lut hng ti vic nng cao trch nhim ca doanh nghipi vi ngi tiu dng nhng vn m bo cc quyn v li ch chnh ng ca ccch th ny. Lut khng th hin xu hng qu thin v bo v ngi tiu dng mhn ch i quyn li hp php ca cc doanh nghip, trnh to ra nhng k h mt s c nhn li dng quyn li ca ngi tiu dng gy thit hi cho doanhnghip (Lut trnh vic to ra c ch khiu ni trn lan khng c c s, khng quynh quyn c i tr li hng ha sau mt thi gian s dng nh quy nh ca

php lut mt s nc).

III. B CC V NI DUNG C BN CA LUT BO V QUYN

LI CA NGI TIU DNG

1. B cc ca Lut Bo v quyn li ngi tiu dng

Lut Bo v quyn li ngi tiu dng c b cc thnh 6 chng vi 51iu nh sau:

Chng I: Nhng quy nh chung bao gm 11 iu (t iu 1 n iu11) quy nh v phm vi iu chnh ca Lut; i tng p dng ca Lut; gii thcht ng; cc nguyn tc bo v quyn li ngi tiu dng; chnh sch ca Nh nc

v bo v quyn li ngi tiu dng; cc quy nh v bo v thng tin ca ngitiu dng; nguyn tc bo v quyn li ngi tiu dng trong giao dch vi c nhnhot ng thng mi c lp, thng xuyn, khng phi ng k kinh doanh;quyn v ngha v ca ngi tiu dng; cc hnh vi b cm theo php lut v bo vquyn li ngi tiu dng; cc nguyn tc c bn trong x l vi phm php lut v

bo v quyn li ngi tiu dng.

Chng II: Trch nhim ca t chc, c nhn kinh doanh hng ha,dch v i vi ngi tiu dng bao gm 15 iu (t iu 12 n iu 26) quynh cc vn v trch nhim ca t chc, c nhn kinh doanh hng ha, dch vtrong vic cung cp thng tin v hng ha, dch v; trch nhim ca bn th ba trongvic cung cp thng tin v hng ha, dch v cho ngi tiu dng; Hp ng giaokt vi ngi tiu dng; gii thch hp ng giao kt vi ngi tiu dng; iukhon ca hp ng giao kt vi ngi tiu dng, iu kin giao dch chung khngc hiu lc; thc hin hp ng theo mu; thc hin iu kin giao dch chung;

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kim sot hp ng theo mu, iu kin giao dch chung; trch nhim cung cp bngchng giao dch; trch nhim bo hnh hng ha, linh kin, ph kin; trch nhimthu hi hng ha c khuyt tt; trch nhim bi thng thit hi do hng ha ckhuyt tt; min trch nhim bi thng thit hi do hng ha c khuyt tt gy ra;yu cu c quan qun l nh nc bo v quyn li ngi tiu dng; gii quyt yu

cu bo v quyn li ngi tiu dng.

Chng III: Trch nhim ca t chc x hi trong vic tham gia bo vquyn li ngi tiu dng gm 03 iu (t iu 27 n iu 29) quy nh v bani dung c bn: T chc x hi tham gia bo v quyn li ngi tiu dng; nidung tham gia bo v quyn li ngi tiu dng ca t chc x hi; thc hin nhimv c c quan nh nc giao.

Chng IV: Gii quyt tranh chp gia ngi tiu dng v t chc, c

nhn hng ha kinh doanh dch v. Chng ny c 17 iu (t iu 30 n iu46) a ra cc quy nh v cc phng thc gii quyt tranh chp gia ngi tiudng v t chc c nhn kinh doanh hng ha bao gm: Thng lng, ha gii,trng ti, gii quyt tranh chp ti ta n. Chng IV c 4 mc:

Mc 1 v phng thc gii quyt tranh chp bng thng lng.

Mc 2 v phng thc gii quyt tranh chp thng qua ha gii.

Mc 3 v phng thc gii quyt tranh chp bng trng ti.

Mc 4 v phng thc gii quyt tranh chp ti ta n.

Chng V: Trch nhim qun l nh nc v bo v quyn li ngi tiudng. Chng ny gm 3 iu (t iu 47 n iu 49) quy nh trch nhim qunl nh nc v bo v quyn li ngi tiu dng ni chung; trch nhim c th caB Cng thng; trch nhim ca y ban nhn dn cc cp trong bo v quyn lingi tiu dng.

Chng VI: iu khon thi hnh gm 2 iu (iu 50 v iu 51) nu r

Lut bo v quyn li ngi tiu dng c hiu lc k t ngy 01 thng 7 nm 2011.Chnh ph quy nh chi tit v hng dn thi hnh cc iu, khon c giao trongLut, hng dn mt s ni dung cn thit khc ca Lut p ng yu cu qunl nh nc.

2. Ni dung c bn ca Lut bo v quyn li ngi tiu dng

2.1. Phm vi iu chnh v i tng p dng ca Lut

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- Lut bo v quyn li ngi tiu dng quy nh v quyn v ngha v cangi tiu dng; trch nhim ca t chc, c nhn kinh doanh hng ha, dch v ivi ngi tiu dng; trch nhim ca t chc x hi trong vic tham gia bo vquyn li ngi tiu dng; gii quyt tranh chp gia ngi tiu dng v t chc, cnhn kinh doanh hng ha, dch v; trch nhim qun l nh nc v bo v quyn

li ngi tiu dng (iu 1).

- i tng p dng ca Lut l ngi tiu dng, t chc v c nhn kinhdoanh hng ha, dch v; c quan, t chc, c nhn c lin quan n hot ng bov quyn li ngi tiu dng trn lnh th Vit Nam (iu 2).

2.2. Nguyn tc bo v quyn li ngi tiu dng(iu 4)

Cng tc bo v quyn li ngi tiu dng phi m bo tun th 4 nguyntc c bn sau:

- Bo v quyn li ngi tiu dng l trch nhim chung ca Nh nc vton x hi.

- Quyn li ca ngi tiu dng c tn trng v bo v theo quy nh caphp lut.

- Bo v quyn li ca ngi tiu dng phi c thc hin kp thi, cngbng, minh bch, ng php lut.

- Hot ng bo v quyn li ngi tiu dng khng c xm phm n lich ca Nh nc, quyn, li ch hp php ca t chc, c nhn kinh doanh hngha, dch v v t chc, c nhn khc.

2.3. Chnh sch ca Nh nc v bo v quyn li ngi tiu dng(iu 5)

- Nh nc to iu kin thun li t chc, c nhn ch ng tham gia vovic bo v quyn li ngi tiu dng.

- Nh nc khuyn khch t chc, c nhn ng dng, pht trin cng nghtin tin sn xut hng ha, cung ng dch v an ton, bo m cht lng.

- Nh nc trin khai thng xuyn, ng b cc bin php qun l, gim stvic tun th php lut ca t chc, c nhn kinh doanh hng ha, dch v.

- Huy ng mi ngun lc nhm tng u t c s vt cht, pht trin nhnlc cho c quan, t chc thc hin cng tc bo v quyn li ngi tiu dng;thng xuyn tng cng t vn, h tr, tuyn truyn, ph bin, hng dn kinthc cho ngi tiu dng.

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- y mnh hi nhp, m rng hp tc quc t, chia s thng tin, kinh nghimqun l trong vic bo v quyn li ngi tiu dng.

2.4. Quyn v ngha v ca ngi tiu dng(iu 6 n iu 9)

- Ngi tiu dng Vit Nam c cc quyn:

+ c bo m an ton tnh mng, sc khe, ti sn, quyn, li ch hp phpkhc khi tham gia giao dch, s dng hng ha, dch v do t chc, c nhn kinhdoanh hng ha, dch v cung cp.

+ c cung cp thng tin chnh xc, y v t chc, c nhn kinh doanhhng ha, dch v; ni dung giao dch hng ha, dch v; ngun gc, xut x hngha; c cung cp ha n, chng t, ti liu lin quan n giao dch v thng tincn thit khc v hng ha, dch v m ngi tiu dng mua, s dng.

+ La chn hng ha, dch v, t chc, c nhn kinh doanh hng ha, dch vtheo nhu cu, iu kin thc t ca mnh; quyt nh tham gia hoc khng tham giagiao dch v cc ni dung tha thun khi tham gia giao dch vi t chc, c nhnkinh doanh hng ha, dch v.

+ Gp kin vi t chc, c nhn kinh doanh hng ha, dch v v gi c,cht lng hng ha, dch v, phong cch phc v, phng thc giao dch v nidung khc lin quan n giao dch gia ngi tiu dng v t chc, c nhn kinhdoanh hng ha, dch v.

+ Tham gia xy dng v thc thi chnh sch, php lut v bo v quyn lingi tiu dng.

+ Yu cu bi thng thit hi khi hng ha, dch v khng ng tiu chun,quy chun k thut, cht lng, s lng, tnh nng, cng dng, gi c hoc nidung khc m t chc, c nhn kinh doanh hng ha, dch v cng b, nim yt,qung co hoc cam kt.

+ Khiu ni, t co, khi kin hoc ngh t chc x hi khi kin bo v

quyn li ca mnh theo quy nh ca Lut ny v cc quy nh khc ca php lutc lin quan.

+ c t vn, h tr, hng dn kin thc v tiu dng hng ha, dch v.

Ngoi ra, ngi tiu dng cn c bo m an ton, b mt thng tin camnh khi tham gia giao dch, s dng hng ha, dch v, tr trng hp c quan nhnc c thm quyn yu cu (iu 6) v c bo v quyn li trong giao dch vi

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c nhn hot ng thng mi c lp, thng xuyn, khng phi ng k kinhdoanh (iu 7).

- Ngha v ca ngi tiu dng (iu 9)

Song song vi vic hng quyn li ca mnh, ngi tiu dng cng phi

thc hin mt s ngha v nht nh m bo cho chnh quyn li ca mnh vca ngi tiu dng khc. iu 9 ca Lut quy nh ngi tiu dng c hai nhmngha v c bn:

- Kim tra hng ha trc khi nhn; la chn tiu dng hng ha, dch v cngun gc, xut x r rng, khng lm tn hi n mi trng, tri vi thun phongm tc v o c x hi, khng gy nguy hi n tnh mng, sc khe ca mnh vca ngi khc; thc hin chnh xc, y hng dn s dng hng ha, dch v.

- Thng tin cho c quan nh nc, t chc, c nhn c lin quan khi pht hinhng ha, dch v lu hnh trn th trng khng bo m an ton, gy thit hihoc e da gy thit hi n tnh mng, sc khe, ti sn ca ngi tiu dng; hnhvi ca t chc, c nhn kinh doanh hng ha, dch v xm phm n quyn, li chhp php ca ngi tiu dng.

Ngoi ra, ngi tiu dng cng cn trung thc, khch quan trong vic nhnnhn hng ha, dch v; tn trng ngi bn, lch s trong giao tip.

2.5. Cc hnh vi b cm (iu 10)

Cn c trn tnh hnh thc tin, Lut Bo v quyn li ngi tiu dng ara cc quy nh chi tit v y v cc hnh vi b cm, gm tm nhm hnh vi sau:

- Mt l: T chc, c nhn kinh doanh hng ho, dch v la di hoc gynhm ln cho ngi tiu dng thng qua hot ng qung co hoc che giu, cungcp thng tin khng y , sai lch, khng chnh xc v mt trong cc ni dung:Hng ho, dch v m t chc, c nhn kinh doanh hng ha, dch v cung cp; Uytn, kh nng kinh doanh, kh nng cung cp hng ha, dch v ca t chc, c nhn

kinh doanh hng ha, dch v; Ni dung, c im giao dch gia ngi tiu dngvi t chc, c nhn kinh doanh hng ha, dch v.

-Hai l: T chc, c nhn kinh doanh hng ho, dch v quy ri ngi tiudng thng qua tip th hng ho, dch v tri vi mun ca ngi tiu dng t 02ln tr ln hoc c hnh vi khc gy cn tr, nh hng n cng vic, sinh hot

bnh thng ca ngi tiu dng.

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- Ba l: T chc, c nhn kinh doanh hng ho, dch v p buc ngi tiudng thng qua vic thc hin mt trong cc hnh vi: Dng v lc, e da dng vlc hoc cc bin php khc gy thit hi n tnh mng, sc khe, danh d, uy tn,nhn phm, ti sn ca ngi tiu dng; Li dng hon cnh kh khn ca ngi tiudng hoc li dng thin tai, dch bnh p buc giao dch.

-Bn l: T chc, c nhn kinh doanh hng ho, dch v thc hin hot ngxc tin thng mi, ngh giao dch trc tip vi i tng l ngi khng cnng lc hnh vi dn s hoc ngi mt nng lc hnh vi dn s.

- Nm l: T chc, c nhn kinh doanh hng ho, dch v yu cu ngi tiudng thanh ton hng ho, dch v cung cp m khng c tho thun trc vingi tiu dng.

- Su l:Ngi tiu dng, t chc x hi tham gia bo v quyn li ngi tiu

dng, t chc, c nhn kinh doanh hng ha, dch v li dng vic bo v quyn lingi tiu dng xm phm li ch ca Nh nc, quyn, li ch hp php ca tchc, c nhn khc.

-By l: T chc, c nhn kinh doanh hng ho, dch v li dng hon cnhkh khn ca ngi tiu dng hoc li dng thin tai, dch bnh cung cp hngha, dch v khng bo m cht lng.

- Tm l: T chc, c nhn kinh doanh hng ho, dch v khng bo m cht

lng gy thit hi n tnh mng, sc kho, ti sn ca ngi tiu dng.2.6. X l vi phm php lut v bo v quyn li ngi tiu dng(iu 11)

- C nhn vi phm php lut v bo v quyn li ngi tiu dng th ty theotnh cht, mc vi phm m b x pht vi phm hnh chnh hoc b truy cu trchnhim hnh s, nu gy thit hi th phi bi thng theo quy nh ca php lut.

- T chc vi phm php lut v bo v quyn li ngi tiu dng th ty theotnh cht, mc vi phm m b x pht vi phm hnh chnh, nu gy thit hi th

phi bi thng theo quy nh ca php lut.- C nhn li dng chc v, quyn hn vi phm php lut v bo v quyn li

ngi tiu dng th ty theo tnh cht, mc vi phm m b x l k lut hoc btruy cu trch nhim hnh s, nu gy thit hi th phi bi thng theo quy nh ca

php lut.

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Cc hnh thc x pht vi phm hnh chnh gm: Cnh co, pht tin. Tu theotnh cht, mc vi phm m c nhn, t chc vi phm hnh chnh cn c th b pdng mt hoc cc hnh thc x pht b sung l tc quyn s dng giy php,chng ch hnh ngh; tch thu hng ha, phng tin c s dng vi phm hnhchnh. Ngoi ra, c nhn, t chc vi phm hnh chnh cn c th b p dng mt

hoc nhiu bin php khc phc hu qu sau: Buc thc hin cc bin php khcphc tnh trng nhim mi trng, ly lan dch bnh do vi phm hnh chnh gyra; buc a ra khi lnh th Vit Nam hoc buc ti xut hng ho, vt phm,

phng tin; thu hi, tiu hy hng ha hoc ngng cung cp hng ha, dch v;nh ch hoc tm nh ch hot ng kinh doanh ca t chc, c nhn vi phm; bucloi b iu khon vi phm quyn li ngi tiu dng ra khi hp ng theo mu,iu kin giao dch chung.Ngoi ra, t chc, c nhn kinh doanh hng ha, dch vti phm cn b a vo Danh sch t chc, c nhn kinh doanh hng ha, dch v vi

phm quyn li ngi tiu dng. Ngi nc ngoi vi phm hnh chnh cn c thb x pht trc xut.

C nhn vi phm php lut v bo v quyn li ngi tiu dng m tnh chtv mc ca hnh vi l gy nguy him cho x hi v c quy nh trong B luthnh s th s b truy cu trch nhim hnh s theo quy nh ca B lut hnh s10.

2.7. Trch nhim ca t chc, c nhn kinh doanh hng ha, dch v i vingi tiu dng

- Trch nhim ca t chc, c nhn kinh doanh hng ha, dch v trong viccung cp thng tin v hng ho, dch v cho ngi tiu dng (iu 12)

+ Ghi nhn hng ha theo quy nh ca php lut.

+ Nim yt cng khai gi hng ho, dch v ti a im kinh doanh, vnphng dch v.

+ Cnh bo kh nng hng ho, dch v c nh hng xu n sc kho, tnhmng, ti sn ca ngi tiu dng v cc bin php phng nga.

+ Cung cp thng tin v kh nng cung ng linh kin, ph kin thay th cahng ho.

+ Cung cp hng dn s dng; iu kin, thi hn, a im, th tc bohnh trong trng hp hng ho, dch v c bo hnh.

10 Xem im 2.11, mc 2, Phn II, Phn th nht.

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+ Thng bo chnh xc, y cho ngi tiu dng v hp ng theo mu,iu kin giao dch chung trc khi giao dch.

- Trch nhim ca bn th ba trong vic cung cp thng tin v hng ho, dchv cho ngi tiu dng (iu 13)

+ Trng hp t chc, c nhn kinh doanh hng ho, dch v cung cp thngtin cho ngi tiu dng thng qua bn th ba th bn th ba c trch nhim: Bom cung cp thng tin chnh xc, y v hng ho, dch v c cung cp; yucu t chc, c nhn kinh doanh hng ho, dch v cung cp chng c chng minhtnh chnh xc, y ca thng tin v hng ho, dch v; chu trch nhim lin iv vic cung cp thng tin khng chnh xc hoc khng y , tr trng hpchng minh thc hin tt c bin php theo quy nh ca php lut kim tratnh chnh xc, y ca thng tin v hng ha, dch v; tun th cc quy nh ca

php lut v bo ch, php lut v qung co.+ Trng hp t chc, c nhn kinh doanh hng ho, dch v cung cp thng tin

cho ngi tiu dng thng qua phng tin truyn thng th ch phng tin truynthng, nh cung cp dch v truyn thng c trch nhim thc hin cc quy nh nutrn ng thi phi xy dng, pht trin gii php k thut ngn chn vic phngtin, dch v do mnh qun l b s dng vo mc ch quy ri ngi tiu dng; tchi cho t chc, c nhn kinh doanh hng ho, dch v s dng phng tin, dchv do mnh qun l nu vic s dng c kh nng dn n quy ri ngi tiu dng;

ngng cho t chc, c nhn kinh doanh hng ho, dch v s dng phng tin, dchv do mnh qun l thc hin hnh vi quy ri ngi tiu dng theo yu cu cangi tiu dng hoc yu cu ca c quan nh nc c thm quyn.

- Trch nhim cung cp bng chng giao dch (iu 20)

+ T chc, c nhn kinh doanh hng ho, dch v c trch nhim cung cpcho ngi tiu dng ha n hoc chng t, ti liu lin quan n giao dch theoquy nh ca php lut hoc theo yu cu ca ngi tiu dng.

+ Trng hp giao dch bng phng tin in t th t chc, c nhn kinhdoanh hng ha, dch v c trch nhim to iu kin cho ngi tiu dng truy nhp,ti, lu gi v in ha n, chng t, ti liu lin quan theo quy nh ca php lut.

- Trch nhim bo hnh hng ha, linh kin, ph kin (iu 21)

Hng ho, linh kin, ph kin c bo hnh theo tho thun ca cc bnhoc bt buc bo hnh theo quy nh ca php lut. Trng hp hng ho, linh

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kin, ph kin c bo hnh, t chc, c nhn kinh doanh hng ho c trchnhim:

+ Thc hin y ngha v bo hnh hng ha, linh kin, ph kin do mnhcung cp;

+ Cung cp cho ngi tiu dng giy tip nhn bo hnh, trong ghi r thigian thc hin bo hnh. Thi gian thc hin bo hnh khng tnh vo thi hn bohnh hng ha, linh kin, ph kin. Trng hp t chc, c nhn kinh doanh hngho thay th linh kin, ph kin hoc i hng ha mi th thi hn bo hnh linhkin, ph kin hoc hng ha c tnh t thi im thay th linh kin, ph kinhoc i hng ha mi;

+Cung cp cho ngi tiu dng hng ha, linh kin, ph kin tng t sdng tm thi hoc c hnh thc gii quyt khc c ngi tiu dng chp nhn

trong thi gian thc hin bo hnh;

+ i hng ha, linh kin, ph kin mi tng t hoc thu hi hng ha, linhkin, ph kin v tr li tin cho ngi tiu dng trong trng hp ht thi gian thchin bo hnh m khng sa cha c hoc khng khc phc c li;

+ i hng ha, linh kin, ph kin mi tng t hoc thu hi hng ha v trli tin cho ngi tiu dng trong trng hp thc hin bo hnh hng ha, linhkin, ph kin t ba ln tr ln trong thi hn bo hnh m vn khng khc phc

c li;+ Chu chi ph sa cha, vn chuyn hng ha, linh kin, ph kin n ni

bo hnh v t ni bo hnh n ni c tr ca ngi tiu dng;

+ Chu trch nhim v vic bo hnh hng ha, linh kin, ph kin cho ngitiu dng c trong trng hp y quyn cho t chc, c nhn khc thc hin vic

bo hnh.

- Trch nhim thu hi hng ha c khuyt tt (iu 22)

Khi pht hin hng ha c khuyt tt, t chc, c nhn sn xut, nhp khuhng ho c trch nhim:

+ Kp thi tin hnh mi bin php cn thit ngng vic cung cp hng hac khuyt tt trn th trng;

+ Thng bo cng khai v hng ha c khuyt tt v vic thu hi hng ha t nht 05 s lin tip trn bo ngy hoc 05 ngy lin tip trn i pht thanh,

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truyn hnh ti a phng m hng ho c lu thng vi cc ni dung: M thng ha phi thu hi; l do thu hi hng ha v cnh bo nguy c thit hi dokhuyt tt ca hng ha gy ra; thi gian, a im, phng thc thu hi hng ha;thi gian, phng thc khc phc khuyt tt ca hng ha; cc bin php cn thit bo v quyn li ngi tiu dng trong qu trnh thu hi hng ha;

+ Thc hin vic thu hi hng ha c khuyt tt ng ni dung thng bocng khai v chu cc chi ph pht sinh trong qu trnh thu hi;

+ Bo co kt qu cho c quan qun l nh nc v bo v quyn li ngitiu dng cp tnh ni thc hin thu hi hng ha c khuyt tt sau khi hon thnhvic thu hi; trng hp vic thu hi hng ha c khuyt tt c tin hnh trn a

bn t hai tnh tr ln th bo co kt qu cho c quan qun l nh nc v bo vquyn li ngi tiu dng trung ng.

- Trch nhim bi thng thit hi do hng ha c khuyt tt gy ra (iu 23)

T chc, c nhn kinh doanh hng ha c trch nhim bi thng thit hitrong trng hp hng ha c khuyt tt do mnh cung cp gy thit hi n tnhmng, sc khe, ti sn ca ngi tiu dng, k c khi t chc, c nhn khng

bit hoc khng c li trong vic pht sinh khuyt tt, tr trng hp chng minhc khuyt tt ca hng ho khng th pht hin c vi trnh khoa hc, kthut ti thi im t chc, c nhn kinh doanh hng ho cung cp cho ngi tiudng.

2.8. Yu cu c quan qun l nh nc bo v quyn li ngi tiu dng(iu 25)

Trng hp pht hin hnh vi vi phm php lut v bo v quyn li ngitiu dng ca t chc, c nhn kinh doanh hng ha, dch v gy thit hi n li chca Nh nc, li ch ca nhiu ngi tiu dng, li ch cng cng th ngi tiudng, t chc x hi c quyn yu cu trc tip hoc bng vn bn n c quanqun l nh nc v bo v quyn li ngi tiu dng cp huyn 11 ni thc hin

giao dch gii quyt.

Ngi tiu dng, t chc x hi c ngha v cung cp thng tin, bng chng clin quan n hnh vi vi phm ca t chc, c nhn kinh doanh hng ho, dch v.

11 Xem mc 3, phn II, Phn th nht.

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2.9. Gii quyt yu cu bo v quyn li ngi tiu dng(iu 26)

Khi nhn c yu cu ca ngi tiu dng, c quan qun l nh nc v bov quyn li ngi tiu dng cp huyn c trch nhim yu cu cc bn gii trnh,cung cp thng tin, bng chng hoc t mnh xc minh, thu thp thng tin, bngchng x l theo quy nh ca php lut.

C quan qun l nh nc v bo v quyn li ngi tiu dng cp huyn ctrch nhim tr li bng vn bn vic gii quyt yu cu bo v quyn li ngi tiudng. Trng hp xc nh t chc, c nhn kinh doanh hng ha, dch v vi phmquyn li ngi tiu dng, vn bn tr li phi c cc ni dung: Ni dung vi phm;

bin php khc phc hu qu; thi hn thc hin bin php khc phc hu qu; binphp x l vi phm hnh chnh (nu c).

2.10. Trch nhim ca t chc x hi trong vic tham gia bo v quyn li

ngi tiu dng(iu 28)

T chc x hi tham gia bo v quyn li ngi tiu dng bng cc hot ngsau:

- Hng dn, gip , t vn ngi tiu dng khi c yu cu;

- i din ngi tiu dng khi kin hoc t mnh khi kin v li ch cngcng;

- Cung cp cho c quan qun l nh nc v bo v quyn li ngi tiu dngthng tin v hnh vi vi phm php lut ca t chc, c nhn kinh doanh hng ho,dch v;

- c lp kho st, th nghim; cng b kt qu kho st, th nghim chtlng hng ha, dch v do mnh thc hin; thng tin, cnh bo cho ngi tiu dngv hng ha, dch v v chu trch nhim trc php lut v vic thng tin, cnh boca mnh; kin ngh c quan nh nc c thm quyn x l vi phm php lut v

bo v quyn li ngi tiu dng;

- Tham gia xy dng php lut, ch trng, chnh sch, phng hng, khoch v bin php v bo v quyn li ngi tiu dng;

- Thc hin nhim v c c quan nh nc giao trong lnh vc bo vquyn li ngi tiu dng theo quy nh;

- Tham gia tuyn truyn, ph bin, gio dc php lut v kin thc tiu dng.

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2.11. Gii quyt tranh chp gia ngi tiu dng v t chc, c nhn kinhdoanh hng ha, dch v

- Phng thc gii quyt tranh chp gia ngi tiu dng v t chc, c nhnkinh doanh hng ho, dch v (iu 30)

Tranh chp pht sinh gia ngi tiu dng v t chc, c nhn kinh doanhhng ho, dch v c gii quyt thng qua:

+ Thng lng;

+ Ha gii;

+ Trng ti;

+ Ta n.

Khng c tin hnh thng lng, ho gii trong trng hp tranh chpgy thit hi n li ch ca Nh nc, li ch ca nhiu ngi tiu dng, li chcng cng.

- Thng lng(iu 31, iu 32)

Lut quy nh theo hng khuyn khch ngi tiu dng v t chc, c nhnkinh doanh gii quyt tranh chp bng phng thc thng lng. Php lut khngcan thip vo vic la chn s dng phng thc ny cng nh qu trnh thnglng v thi hnh kt qu thng lng thnh ca cc bn.

Ngi tiu dng c quyn gi yu cu n t chc, c nhn kinh doanh hngho, dch v thng lng khi cho rng quyn, li ch hp php ca mnh b xm

phm. T chc, c nhn kinh doanh hng ha, dch v c trch nhim tip nhn, tinhnh thng lng vi ngi tiu dng trong thi hn khng qu 07 ngy lm vic,k t ngy nhn c yu cu. Kt qu thng lng thnh c lp thnh vn bn,tr trng hp cc bn c tho thun khc.

- Ha gii (t iu 33 n iu 37)

T chc, c nhn kinh doanh hng ha dch v v ngi tiu dng c quyntha thun la chn bn th ba l c nhn, t chc ha gii thc hin vic hagii. T chc, c nhn ha gii c iu kin theo quy nh ca Chnh ph cthnh lp t chc ha gii gii quyt tranh chp gia ngi tiu dng v t chc,c nhn kinh doanh hng ha, dch v.

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+ Nguyn tc thc hin ha gii: Bo m khch quan, trung thc, thin ch,khng c p buc, la di.

+ T chc, c nhn tin hnh ha gii, cc bn tham gia ha gii phi bo mb mt thng tin lin quan n vic ho gii, tr trng hp cc bn c tha thunkhc hoc php lut c quy nh khc.

Cc bn c trch nhim thc hin kt qu ha gii thnh trong thi hn tha thun trong bin bn ha gii; trong trng hp mt bn khng t nguyn thchin th bn kia c quyn khi kin ra To n yu cu gii quyt theo quy nhca php lut.

- Trng ti (iu 38, iu 39 v iu 40)

Trnh t, th tc gii quyt tranh chp ti trong ti c thc hin theo quynh ca php lut v trng ti thng mi (xem Lut trng ti thng mi s54/2010/QH12).

- Gii quyt tranh chp ti Ta n (t iu 41 n iu 46)

Mc 4 v phng thc gii quyt tranh chp ti ta n. Trong khng nhi vi ngha v chng minh trong v n dn s v bo v quyn li ngi tiudng: Ngi tiu dng c ngha v cung cp chng c v chng minh trong v ndn s bo v quyn, li ch hp php ca mnh theo quy nh ca php lut v ttng dn s, tr vic chng minh li ca t chc, c nhn kinh doanh hng ha, dch

v. T chc, c nhn kinh doanh hng ho, dch v c ngha v chng minh mnhkhng c li gy ra thit hi. To n quyt nh bn c li trong v n dn s v bov quyn li ngi tiu dng.

n ph, l ph Ta n i vi v n dn s v bo v quyn li ngi tiudng c thc hin theo quy nh ca php lut v n ph, l ph Ta n 12. Ngitiu dng khi kin v n dn s bo v quyn, li ch hp php ca mnh khng

phi np tm ng n ph, tm ng l ph To n.

- Thng bo thng tin v v n dn s v bo v quyn li ngi tiu dng dot chc x hi khi kn (iu 44, iu 45)

+ Trong trng hp t chc x hi khi kin v n dn s v bo v quyn lingi tiu dng th t chc ny c trch nhim thng bo cng khai bng hnh thc

ph hp v vic khi kin v chu trch nhim v thng tin do mnh cng b, bom khng nh hng n hot ng bnh thng ca t chc, c nhn kinh doanh12 Php lnh n ph, l ph to n ngy 27/02/2009

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hng ha, dch v. Ni dung thng bo bao gm: Tn t chc x hi tham gia bo vquyn li ngi tiu dng khi kin; T chc, c nhn kinh doanh hng ha, dch v

b kin; Ni dung khi kin; Th tc v thi hn ng k tham gia v n.

Ta n c trch nhim nim yt cng khai ti tr s Ta n thng tin v victh l v n trong thi hn 03 ngy lm vic, k t ngy th l v n theo quy nhca php lut t tng dn s.

- Bn n, quyt nh ca Ta n gii quyt v n dn s v bo v quyn lingi tiu dng do t chc x hi khi kin phi c nim yt cng khai ti tr sTa n v cng b cng khai trn phng tin thng tin i chng bng hnh thcthch hp.

3. Nhng im mi c bn ca Lut Bo v quyn li ngi tiu dng sovi cc quy nh ca Php lnh Bo v quyn li ngi tiu dng nm 1999

3.1. Bo v thng tin ca ngi tiu dng

y l quy nh hon ton mi ca Lut bo v quyn li ngi tiu dng sovi Php lnh bo v quyn li ngi tiu dng trc y. Xut pht t yu cuchnh ng cn c bo v thng tin trong khi tham gia giao dch, s dng hngha ca ngi tiu dng, Lut bo v quyn li ngi tiu dng a nguyn tc

bo v thng tin ca ngi tiu dng thnh mt trong nhng nguyn tc c bn ca

Lut, trong khng nh: Ngi tiu dng c bo m an ton, b mt thng tinca mnh khi tham gia giao dch, s dng hng ha, dch v, tr trng hp c quannh nc c thm quyn yu cu.

Trng hp thu thp, s dng, chuyn giao thng tin ca ngi tiu dng tht chc, c nhn kinh doanh hng ha, dch v c trch nhim: Thng bo r rng,cng khai trc khi thc hin vi ngi tiu dng v mc ch hot ng thu thp,s dng thng tin ca ngi tiu dng; S dng thng tin ph hp vi mc ch thng bo vi ngi tiu dng v phi c ngi tiu dng ng ; Bo m anton, chnh xc, y khi thu thp, s dng, chuyn giao thng tin ca ngi tiudng;T mnh hoc c bin php ngi tiu dng cp nht, iu chnh thng tinkhi pht hin thy thng tin khng chnh xc; Ch c chuyn giao thng tin cangi tiu dng cho bn th ba khi c s ng ca ngi tiu dng, tr trnghp php lut c quy nh khc.

3.2. Quy nh c th v ngha v ca ngi tiu dng

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Khng ch quy nh v quyn v cc bin php bo v quyn li ca ngitiu dng, mt trong nhng im mi ni bt m Lut bo v quyn li ngi tiudng a ra l quy nh c th v ngha v ca ngi tiu dng. Theo , ngi tiudng c ngha v m bo v to iu kin cho cng tc bo v quyn li ngi tiudng c thc hin mt cch hiu qu. C th, ngi tiu dng c ngha v kim

tra hng ho trc khi nhn; la chn tiu dng hng ha, dch v c ngun gc,xut x r rng, khng lm tn hi n mi trng, tri vi thun phong m tc vo c x hi, khng gy nguy hi n tnh mng, sc khe ca mnh v ca ngikhc; thc hin chnh xc, y hng dn s dng hng ha, dch v.

c bit so vi Php lnh bo v quyn li ngi tiu dng, Lut bo vquyn li ngi tiu dng khng nh ngha v ca ngi tiu dng trong vic thngtin cho c quan nh nc, t chc, c nhn c lin quan khi pht hin hng ha, dchv lu hnh trn th trng khng bo m an ton, gy thit hi hoc e da gythit hi n tnh mng, sc kho, ti sn ca ngi tiu dng; hnh vi ca t chc,c nhn kinh doanh hng ha, dch v xm phm n quyn, li ch hp php cangi tiu dng.

3.3.Cc hnh vi b cm trong lnh vc Bo v quyn li ngi tiu dng

Lut bo v quyn li ngi tiu dng a ra cc quy nh chi tit v y v cc hnh vi b cm nh: cm t chc, c nhn kinh doanh thc hin nhnghnh vi nh la di, gy nhm ln cho ngi tiu dng thng qua hot ng qung

co hoc cung cp khng y , sai lch, khng chnh xc hoc che du thng tinv hng ha, dch v, v uy tn, kh nng kinh doanh; cm vic tip xc, lin h tri mun ca ngi tiu dng t 2 ln tr ln Vic quy nh c th ny s to c s

php l cho ngi tiu dng c bo v y hn, ng thi rng buc cht chhn cc trch nhim lin quan n bo v quyn li ngi tiu dng ca cc t chc,c nhn kinh doanh hng ha, dch v.

3.4.Trch nhim ca bn th ba vi ngi tiu dng

im mi quan trng trong Lut l quy nh v trch nhim rng buc i vibn th ba trong vic cung cp thng tin v hng ha, dch v cho ngi tiu dng.Bn th 3 y c th hiu l nhng n v truyn thng qung co v hng ha,dch v ca t chc, c nhn kinh doanh ti ngi tiu dng. C th, Lut quy nhchi tit trch nhim ca bn th 3 v cc vn nh: phi bo m chnh xc, y thng tin v hng ha, dch v cung cp; yu cu t chc, c nhn kinh doanhcung cp chng c chng minh tnh xc thc v y ca thng tin; chu trch

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nhim lin i trong trng hp cung cp thng tin khng chnh xc, y Lutc nhng quy nh mi, tp trung vo vn trch nhim bo hnh hng ha v thuhi hng ha c khuyt tt, bi thng thit hi do khuyt tt ca hng ha gy racho ngi tiu dng.

3.5. Hp ng giao kt vi ngi tiu dng, iu kin giao dch chung

Trn thc t, thng thng cc hp ng giao dch gia t chc, c nhn kinhdoanh vi ngi tiu dng do c nhn kinh doanh n phng son tho. Vic ara cc quy nh iu chnh quan h hp ng gia t chc, c nhn kinh doanh vngi tiu dng gip khc phc s yu th ca ngi tiu dng khi thng lng,giao kt hp ng vi t chc, c nhn kinh doanh. Tuy nhin, Php lnh nm 1999cng nh Ngh nh hng dn thi hnh Php lnh li cha cp, cha c nhngquy nh c th iu chnh vn ny.

Khc phc iu , Lut bo v quyn li ngi tiu dng quy nh khy vic ng k hp ng theo mu i vi nhng hng ha, dch v thit yudo Th tng Chnh ph ban hnh theo tng thi k. Quy nh ny khng ch gip

bo v ngi tiu dng trong qu trnh mua, s dng hng ha, dch v thit yuphc v cuc sng hng ngy m cn gip c quan nh nc v bo v quyn lingi tiu dng.

3.6. Trch nhim ca t chc, c nhn kinh doanh hng ha, dch v i vingi tiu dng.

K tha nhng u im ca Php lnh nm 1999 v cn c vo tnh hnh vnhu cu thc t v bo v quyn li ngi tiu dng, Lut bo v quyn li ngitiu dng a ra nhng quy nh mi v cht ch v trch nhim ca t chc, cnhn kinh doanh i vi ngi tiu dng.

Lut c nhng quy nh mi, tp trung vo vn trch nhim bo hnh vthu hi hng ha c khuyt tt, bi thng thit hi do khuyt tt ca hng ha gyra cho ngi tiu dng. Theo , t chc, c nhn kinh doanh phi thc hin y

ngha v bo hnh i vi hng ha do mnh cung cp, trong thi gian bo hnhphi cung cp cho ngi tiu dng hng ha tng t s dng tm thi hoc chnh thc gii quyt khc c ngi tiu dng chp nhn, phi chu chi ph v sacha v vn chuyn hng ha, linh kin c bo hnh i vi hng ha ckhuyt tt, t chc, c nhn kinh doanh phi thng bo cng khai trn cc phngtin thng tin i chng, tin hnh thu hi v bo kt qu vi c quan qun l nhnc v bo v quyn li ngi tiu dng.

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Nhng quy nh mi trong Lut khng ch gip bo v quyn li ngi tiudng ti a, qua cn gp phn nng cao trch nhim ca cc t chc, c nhnkinh doanh i vi hng ha, dch v do mnh cung cp.

3.7. Vai tr ca t chc x hi trong bo v quyn li ngi tiu dng

Bn cnh k tha cc nguyn tc v hot ng, quyn, ngha v ca t chcbo v quyn li ngi tiu dng ca Php lnh nm 1999, Lut cng c thmnhng quy nh mi nng cao vai tr ca t chc bo v ngi tiu dng, gp phnx hi ha cng tc bo v ngi tiu dng nh: quy nh quyn t khi kin v lich cng cng ca t chc bo v quyn li ngi tiu dng (Php lnh nm 1999ch quy nh quyn khi kin ca t chc bo v quyn li ngi tiu dng khi cngi tiu dng y quyn); quy nh t chc bo v quyn li ngi tiu dng c

Nh nc cp kinh ph v cc iu kin khc khi t chc ny thc hin nhim v

c c quan nh nc giao. Quy nh ny th hin r quan im nh hng trongqu trnh xy dng Lut bo v quyn li ngi tiu dng l x hi ha hot ng

bo v quyn li ngi tiu dng.

3.8. Gii quyt tranh chp ti ta n gia ngi tiu dng v cc t chc, cnhn kinh doanh hng ha, dch v theo th tc n gin

Chng IV quy nh cc phng thc gii quyt tranh chp gia ngi tiudng v t chc, c nhn kinh doanh hng ha, dch v, bao gm: thng lng; hagii; trng ti v ta n. Lut c quy nh rt tin b, c bit phng thc giiquyt tranh chp ti ta n. Theo , ta n p dng th tc rt gn gii quyt vn dn s v bo v quyn li ngi tiu dng trong trng hp v n dn s ngin, c nhn l ngi tiu dng khi kin; t chc, c nhn trc tip cung cp hngha, dch v cho ngi tiu dng b khi kin; v n n gin, chng c r rng;Gi tr giao dch di 100 triu ng. Quy nh ny gip cho nhng tranh chp nh,n gin c gii quyt nhanh chng, thun tin cho ngi tiu dng.

3.9. B sung phng thc thng lng gii quyt tranh chp gia

ngi tiu dng v t chc, c nhn kinh doanh hng ha, dch v khuyn khch ngi tiu dng v t chc, c nhn kinh doanh t gii quyt

tranh chp, Lut Bo v quyn li ngi tiu dng a ra quy nh gii quyt tranhchp bng phng thc thng lng. y l mt im hon ton mi so vi Phplnh Bo v quyn li ngi tiu dng. Theo , ngi tiu dng c quyn gi yucu n t chc, c nhn kinh doanh hng ho, dch v thng lng khi chorng quyn, li ch hp php ca mnh b xm phm. T chc, c nhn kinh doanh

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