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Decree No. 99/2011/ND-CP of October 27, 2011, detailing and guiding a number of articles of the Law on Protection of Consumer Rights
30/12/2011
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THE GOVERNMEN

 

Decree No. 99/2011/ND-CP of October 27, 2011, detailing and guiding a number of articles of the Law on Protection of Consumer Rights

 

 

Pursuant to the December 25, 2001 Law on Organization of the Government; Pursuant  to  November  17,  2010  Law  No.  59/2010/QH12  on Protection of Consumer Rights;

 

At the proposal of the Minister of Industry and Trade,

 

DECREES:

 

Chapter I

 

GENERAL PROVISIONS

 

Article 1. Scope of regulation

 

This Decree provides the protection of consumers in transactions with persons engaged  in  independent  and  regular  commercial  activities  not  subject  to business  registration;  contracts  with  consumers  and  general  transaction conditions;   settlement   of   consumer   right   protection   requests;   social organizations  engaged  in  consumer  right  protection;  mediation  of  disputes between consumers and institutional or individual traders and state management of consumer right protection.

 

Article 2. Subjects of application

 

This Decree applies to consumers; goods and service traders; and agencies, organizations and persons involved in consumer right protection in the territory of Vietnam.

 

Article 3. Interpretation of terms

 

In this Decree, the terms below are construed as follows:

 

1. Distance contract means a contract concluded between a consumer and a goods or service trader via an electronic device or by telephone. 2. Continuous service contract means a contract on service provision with an indefinite term or a term of three (3) months or more.

 

3. Door-to-door sale means the sale by a trader to a consumer at the latter’s home or office.

 

 

Chapter II

 

PROTECTION OF CONSUMERS IN TRANSACTIONS WITH PERSONS ENGAGED   IN   INDEPENDENT   AND   REGULAR   COMMERCIAL ACTIVITIES NOT SUBJECT TO BUSINESS REGISTRATION

 

Article  4. Responsibilities of a person engaged  in independent and regular commercial activities not subject to business registration

 

1. To guarantee the quality, quantity, use and food safety of his/her goods or services  provided to consumers  under  the law on consumer protection,  the commercial law and other related laws.

 

2. Not to supply consumers with the goods and services provided in Clause 1, Article 5 of the Government’s Decree No. 39/2007/ND-CP of March 16, 2007, on  persons  engaged  in  independent  and  regular  commercial  activities  not subject to business registration.

 

3.  To truthfully and fully provide information on his/her goods or services provided to consumers under the law on consumer protection, the commercial law and other related laws.

 

4. To change goods for or take back goods from and refund a consumer when his/her goods fail to meet requirements on quality, quantity or use as earlier informed to the consumer.

 

5. To comply with decisions on goods recall when his/her goods are subject to recall and bear expenses for goods destruction when his/her goods are subject to destruction under decisions of competent agencies.

 

6. In addition to Clauses 1, 2, 3, 4, and 5 of this Article, a person engaged in independent  and  regular  commercial  activities  not  subject  to  business registration operating in a market or trade center shall fully comply with rules on consumer protection set by the market management unit or the market or trade center operator and approved by a competent agency.

 

Article  5. Responsibilities of a market management unit or market or trade center operator

 

1. To issue rules under law which must cover basic contents on consumer right protection, including:

 

a/ Rights and responsibilities of consumers; b/ Rights and responsibilities of sellers;

 

c/  Persons  responsible  for  receiving  and  settling  requests  and  feedback  of consumers;

 

 

d/ Measures to handle violations.

 

2. To mediate disputes between consumers and sellers within the market or trade center when so requested.

 

3.  To place, and maintain operation of,  scales or measuring devices in the market or trade center for consumers to check the quantity and quality of goods. 4. To regularly supervise the quality and quantity of goods in the market or trade center.

 

5.  To set up,  and publicly post  up the  number of,  a telephone  hotline  for receiving and settling consumer requests suitable to the grade of the market or trade center as classified under law.

 

6. To biannually report on, and coordinate with functional agencies in charge of trade, market control, food safety, and standards, measurement and quality in, the control of quality, quantity, origin and food safety of goods and services within its market or trade center.

 

7. To report to competent agencies when detecting violations of the law on consumer right protection and other related laws.

 

8. To handle violations under its approved rules.

 

Article 6. Responsibilities of commune-level People’s Committees 1.  To  examine  and  supervise  market  management  units  and  operators  of markets and trade centers in their localities in implementing approved rules. When there is no market management unit or market or trade center operator, to take measures to protect consumer rights within markets or trade centers. 2. To manage and inspect activities of persons engaged in independent and regular  commercial  activities  not  subject  to  business  registration  in  their communes who operate outside markets and trade centers in order to protect consumer rights.

 

3.  To  coordinate  with  district-  and  provincial-level  functional  agencies  in charge of trade, market control, food safety, and standards, measurement and quality  in  managing  and  inspecting  activities  of  individual  traders  in  their communes.

 

4. To handle violations of regulations on consumer protection according to their competence and law.

 

5. To mobilize and encourage individuals to carry out commercial activities in markets and trade centers; to create conditions  for  individuals  to carry out business activities within markets and trade centers.

 

 

Chapter III

 

CONTRACTS  WITH  CONSUMERS  AND  GENERAL  TRANSACTION CONDITIONS

 

Section

1:  CONTROL  OF  MODEL  CONTRACTS  AND  GENERAL

TRANSACTION CONDITIONS

 

 

 

Article  7. General requirements on model contracts and general transaction conditions

 

Model contracts and general transaction conditions shall be made in writing and must fully meet the following conditions:

 

1. The language is Vietnamese. The contents are clear and understandable. The font size of the text is at least 12.

 

2. The paper background and ink color used in model contracts and general transaction conditions must contrast.

 

Article

8.  Responsibilities  for  registration  of  model  contracts  and  general

transaction conditions

 

 

 

1. Before applying a model contract or general transaction conditions for a goods  or  service  which  must  be  registered  under  the  Prime  Minister’s regulations, a trader shall register such contract or conditions under this Decree. 2. A model contract or general transaction conditions may only be applied to consumers  when its/their  registration is  completed  under  Article  14 of this Decree.

 

Article 9. Authority to receive registration dossiers

 

1. The Ministry of Industry and Trade shall receive registration dossiers of model  contracts  and  general  transaction  conditions  which  are  applied nationwide or in two or more provinces.

 

2. Provincial-level Industry and Trade Departments shall receive registration dossiers  of  model  contracts  and  general  transaction  conditions  which  are applied within a province or centrally run city.

 

Article 10. Dossiers and form of registration

 

1. A registration dossier of a model contract or general transaction conditions comprises:

 

a/ An application, made according to the form provided by the  Ministry of Industry and Trade, specifying the address and business line of the goods or service trader;

 

 

b/ The draft model contract or general transaction conditions. 2. One (1) set of a registration dossier may be submitted directly, by post or electronically to a competent agency provided in Article 9 of this Decree. 3. For a dossier submitted directly, the recipient of the dossier shall make a receipt record the date of which is the date of dossier receipt. For a dossier submitted by post, the date of dossier receipt is based on the postmark. For a dossier submitted electronically, the date of dossier receipt is counted from the time a competent registry’s electronic receipt acknowledgement message is sent. Article 11. Request for dossier supplementation

 

.  Within  five (5)  working  days  after  receiving  an  incomplete  registration dossier under Clause 1, Article 10 of this Decree, a competent registry shall request the applicant to supplement such dossier.

 

2. An applicant shall supplement the dossier within three (3) working days after receiving a competent agency’s request.

 

Article 12. Consideration of registration dossiers

 

1. A competent registry shall consider a registration dossier after receiving it under Articles 10 and 11 of this Decree.

 

2. When considering a registration dossier, a competent registry may request the applicant to explain issues related to the model contract or general transaction conditions.

 

3.  When  considering  a  registration  dossier  of  a  model contract  or  general transaction conditions, a competent registry may consult involved agencies, organizations and persons.

 

Article 13. Scope of consideration of model contracts and general transaction conditions

 

A competent agency provided in Article 9 of this Decree shall consider a model contract or general transaction conditions regarding:

 

1. Invalid contents under Article  16 of the Law on Protection of Consumer Rights.

 

2. Requirements under Article 7 of this Decree.

 

3. Compliance with the law on consumer right protection and general principles for contract conclusion.

 

Article 14. Completion of registration

 

 

1. Within twenty (20) working days after receiving a valid dossier, a competent registry shall send the trader a notice of acceptance of registration of a model contract or general transaction conditions. In case of refusing such registration, it shall send the trader a written reply clearly stating the reason. 2.  After  completing  registration  procedures,  model  contracts  and  general transaction  conditions  shall  be  published  and  stored  on  the  websites  of competent registries.

 

. Competent registries shall regularly inspect and monitor the circulation of registered model contracts and general transaction conditions. Article 15.  Re-registration  of  model  contracts  and  general  transaction conditions

 

1. A trader shall re-register its model contract or general transaction conditions when:

 

a/ There is a change in law which results in a change in the contents of the model contract or general transaction conditions;

 

b/  It  changes  the  contents  of  the  model  contract  or  general  transaction conditions.

 

2.  Procedures  for re-registration of model contracts and  general transaction conditions are the same as the registration procedures under this Decree. 3. A trader shall notify consumers of changes in its model contract or general transaction conditions after completing the re-registration.

 

Article 16. Control of model contracts and general transaction conditions not subject to registration

 

1. When the contents of a model contract or general transaction conditions violate  the  law  on  consumer  right  protection  or  are  contrary  to  general principles for contract conclusion, a competent agency provided in Article 9 of this Decree may request the trader to modify or cancel those contents. 2. When the contents of a model contract or general transaction conditions are unclear  or  may be  understood  in different  ways,  a  competent  agency  may request the trader to explain and clarify those contents.

 

3. Within ten (10) working days after receiving a competent agency’s request, a trader shall modify or cancel violating contents of the contract and notify such to  consumers  having  signed  that  contract.  In  case  the  modification  or cancellation of violating contents results in the invalidity of contracts signed

 

 

with  consumers  or  general  transaction  conditions,  causing  damage  to consumers, the trader shall pay damages to those consumers under the civil law. Section 2: SPECIFIC CONTRACTS WITH CONSUMERS

 

Article 17. Distance contracts

 

1. When concluding a distance contract, a trader shall provide a consumer with the following information:

 

a/ Name of the trader, telephone number, address, head office and address of the establishment responsible for the contract conclusion offer (if any); b/ Quality of the goods or service;

 

c/ Goods delivery cost (if any);

 

d/ Modes of payment and goods delivery or service provision; e/ The validity time of the offer and offered price;

 

f/ Costs for use of communication devices for contract conclusion, if these costs are not included in the goods or service price;

 

g/  Details  on  specifications,  use  and  use  method  of  the  goods  or  service provided under the contract.

 

2. When a contract conclusion offer is made by telephone, a trader should clearly  state  its  name  and  address  and  purpose  of  the  call  right  from  the beginning.

 

3. Unless otherwise agreed by involved parties, when a trader fails to properly or fully provide the information stated in Clause 1 of this Article, within ten (10) days after concluding the contract, a consumer may unilaterally terminate the contract and notify such to the trader. The consumer is not obliged to pay any costs related to that termination and shall only pay for the goods or service he/she has used.

 

4. In case a consumer unilaterally terminates a contract under Clause 3 of this Article, a trader shall refund the paid money to the consumer within thirty (30) days after the consumer announces to unilaterally terminate the contract. Past this  time  limit,  the  trader  shall  pay  interests  for  the  delayed  payment corresponding  to  the  lime  of  delayed  payment  at  the  prime  interest  rate announced by the State Bank at the time of payment. The refund shall be made by the mode of payment used by the consumer, unless the consumer agrees to the refund by another mode.

 

In case the contract termination causes damage to a consumer, a trader shall pay damages under the civil law.

 

 

Article 18. Continuous service contracts 1. A continuous service contract must contain: a/ Name and contact address of the service provider; b/ Description of the service to be provided; c/ Service quality;

 

d/ Time and duration of service provision; e/ Method of calculation of service charge and price; f/ Modes of service provision and payment.

 

2. A continuous service contract shall be made in writing and one (1) copy shall be given to the consumer.

 

3. Unless otherwise agreed by involved parties, a consumer may unilaterally terminate a continuous service contract at any time and notify such in writing to the service provider. When a consumer unilaterally terminates a contract, he/she shall only pay the charge or price for the service he/she has used. 4. A service provider has the following obligations:

 

a/ Unless otherwise agreed by involved parties, not to request a consumer to make any payments before the service is provided to the consumer; b/ Not to unilaterally terminate a contract and stop providing a service without a plausible reason. When repair or maintenance is required or there is another reason forcing it to stop the service, to notify consumers at least three  (3) working days in advance before stopping the service;

 

c/ To regularly examine the quality of its service and ensure the quality as committed with consumers;

 

d/ Upon a consumer’s notification of an incident or complaint about service quality, to promptly examine and settle such incident or complaint. Article 19. Door-to-door sale contracts

 

1. A door-to-door salesperson is the staff of a trader and has the following obligations when selling door-to-door:

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