TABLE of CONTENTS TABLE of CONTENTS 5 Introduction 9 CHAPTER 1 Access to Justice for Consumers in Georgia Introduction 13 LEGAL FRAMEWORK FOR CONSUMER PROTECTION 15 THE GENERAL DESIGN OF THE ENFORCEMENT MECHANISM 29 NUMBER AND CHARACTERISTICS OF CONSUMER COMPLAINTS AND DISPUTES 36 CURRENT CONSUMER DISPUTE RESOLUTION PROCESSES 40 ALTERNATIVE MECHANISMS FOR THE RESOLUTION OF CONSUMER DISPUTES 50 ONLINE DISPUTE RESOLUTION FOR CONSUMER DISPUTES 52 CHAPTER 2 Access to Justice for Consumers in Turkey Introduction 55 AN OVERVIEW OF TURKISH LEGAL SYSTEM 57 TURKISH CONSUMER AND CONSUMER PROTECTION LAW 60 CURRENT CONSUMER ENFORCEMENT AND DISPUTE RESOLUTION PROCESSES IN TURKEY 66 The Nature of Consumer Arbitration Boards under the Turkish Consumer Law 67 OTHER PUBLIC ADR ENTITIES 73 The Banks Association of Turkey Retail Customer Arbitration Board 73 Information and Communications Technologies Authority 75 The Istanbul Metropolitan Municipality Police (Zabita) 76
6 Table of Contents THE ROLE OF PRIVATE ENTITIES TO RESOLVE CONSUMER DISPUTES IN THE TURKISH SYSTEM 77 ONLINE ACCESS TO CONSUMER ARBITRATION BOARDS AND CONSUMER COURTS 79 CHAPTER 3 Access to Justice for Consumers in the United Arab Emirates Introduction 81 CONSUMER PROTECTION IN THE UAE 83 Brief Overview of the United Arab Emirates 84 History and Background of Consumer Protection in the UAE 86 Legal Framework of Consumer Protection in the UAE 87 1.3.1. Pre-2006 87 (New) Consumer Protection Act No.15 of 2020 (Federal Law) 88 (Old) Consumer Protection Act No.24 of 2006 (Federal Law) 89 Local Law No. 2, 2008 on Food 89 Weaknesses of Consumer Protection in the UAE 90 The Government, the Law, Administrative, Regulatory and Enforcement Authorities of Consumer Protection in the UAE 92 The Role of the UAE Government in Consumer Protection 92 THE LAW OF ONLINE CONSUMER PROTECTION IN THE UAE 93 ENFORCEMENT OF CONSUMER PROTECTION IN THE U.A.E AND THE CHALLENGES OF ENFORCEMENT 97 Role of Organisations in Consumer Protection in the UAE 98 Application of Consumer Protection by Consumer Organisations in the UAE 99 Mechanism of Applying Consumer Protection Law by Consumer Organisations in the UAE 100 Role of Customs in the Enforcement of Consumer Protection 101 Role of Police Departments 104 Role of the Ministry of Economy 107 Role of Consumer Protection Department 109
Table of Contents 7 Role of the Ministry of Health 111 Emirates Standardization and Metrology Authority 114 Department of Economic Development 115 Role of the Municipality in Protecting Consumers 117 UAE Consumer Protection Association 118 DISPUTE RESOLUTION. 121 The Inadequacy of the Alternative Dispute Resolution. 124 Failure of Adjudication 126 OVERVIEW OF ONLINE DISPUTE RESOLUTION (ODR) FOR CONSUMERS IN THE UAE 127 Benefits of ODR for Consumer Disputes: EU and UAE Compared 128 Factors Obstructing the Establishment of ODR in the UAE. 129 CHAPTER 4 Access to Justice for Consumers in Pakistan Introduction 133 CONSUMER PROTECTION MECHANISM IN PAKISTAN 135 DISTRICT CONSUMER COURTS 137 Efficacy Of Consumer Court 139 CONSUMER DISPUTES REDRESSAL AGENCIES 140 LEGAL FRAMEWORK OF ADR IN PAKISTAN 141 THE SMALL CLAIMS AND MINOR OFFENCES ORDINANCE (SCMOO) 2002 146 ONLINE DISPUTE RESOLUTION IN PAKISTAN 147
