African Consumer Protection Dialogue Conference Overview
This content discusses the Sixth Annual African Consumer Protection Dialogue Conference held in Lilongwe, Malawi in September 2014. It highlights the importance of consumer complaint databases such as econsumer.gov and the Consumer Sentinel Network as enforcement tools. Additionally, it explains how agencies from various countries participate in investigating consumer fraud and sharing complaint data. The content emphasizes the role of these databases in identifying patterns and trends in fraud, aiding investigations, and educating consumers.
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The Sixth Annual African Consumer Protection Dialolgue Conference Deon Woods Bell Lilongwe, Malawi 6-8 September 2014
Overview Consumer Complaint Databases o Econsumer.gov o Consumer Sentinel Network Consumer Complaints as Enforcement Tools New Developments in Consumer Complaint Sharing African Consumer Complaint Data
What is econsumer.gov ? econsumer.gov certified government law enforcement and regulatory agencies in ICPEN member countries may access the complaints to investigate, uncover new scams, and spot trends in fraud. Participation by agencies from 30 countries. 5
Consumer Complaints As An Enforcement Tool Econsumer.gov/Consumer Sentinel database helps us identify: o Patterns and trends in consumer fraud and identity theft o The issues and actors causing the greatest harm to consumers The complaint collection process also helps the FTC assist consumers by providing them with educational materials 6
How members Use Complaint Information Staff who are investigating a business can search the appropriate complaint databases In some instances, staff calls a complaining consumer for more information about the business Consumers voluntarily provide us with this information none of it is mandatory (e.g., they can submit anonymous complaints) In some instances, the FTC asks consumers who have filed complaints with the FTC to serve as witnesses in the cases we file in federal court 7
New Developments in Consumer Complaint Sharing The Consumer Sentinel Network (CSN) is a database of consumer complaint data and other investigative information operated by the U.S. Federal Trade Commission), the incoming complaints are shared with participating consumer protection law enforcers. There are several subsets of complaints within the CSN o econsumer.gov complaints Certified econsumer.gov o General consumer complaints, including complaints about cross-border fraud o Spam messages forwarded by consumers 8
New Developments in Consumer Complaint Sharing Current certified econsumer.gov members only have access to econsumer.gov complaints, alerts, and the spam database in the CSN. We are working to expand access to more parts of the database to include cross-border fraud consumer complaints that includes complaints from consumers and data contributors This means a larger pool of complaints to use for investigations, and to spot complaint trends and practices. 9
Fraud Complaints Reported Against Top 100 Non-U.S. Company Locations January 1 December 31, 2013 Complaints 21,675 10,199 Complaints Rank Company Location Canada United Kingdom Nigeria China India Jamaica Mexico Philippines Ghana Spain Cameroon Italy Benin France Dominican Republic Malaysia Australia Germany South Africa Russian Federation Ukraine Costa Rica United Arab Emirates Peru Netherlands Haiti Afghanistan Ireland Switzerland Turkey Cote D Ivoire Portugal Panama Nepal Romania Japan Macedonia Cyprus Greece Pakistan Indonesia Sweden Ecuador New Zealand Belgium Thailand Israel Poland Singapore Colombia Rank 51 51 53 54 55 56 57 57 59 60 61 62 63 64 65 66 67 68 69 70 71 71 73 74 75 76 77 78 79 80 81 82 82 84 84 86 87 88 89 89 91 92 93 94 95 96 97 98 99 100 Company Location Egypt Vietnam Slovakia Sri Lanka Brazil Bulgaria Denmark Morocco Lebanon Senegal Guatemala Nicaragua Korea, Republic of Czech Republic Chile Kenya Bolivia Togo Bangladesh Belize Austria Trinidad and Tobago Saudi Arabia Argentina Hungary Finland Cayman Islands Burkina Faso Norway Uganda Iraq Georgia Qatar Bahamas Lithuania Latvia El Salvador Taiwan Cambodia Lao People's Democratic Republic Syrian Arab Republic Honduras Uruguay Virgin Islands (British) Luxembourg Iran Dominica Belarus Algeria Guinea 194 194 174 172 158 154 149 149 143 142 133 129 125 119 110 108 107 106 100 95 94 94 88 86 82 80 77 76 72 69 68 66 66 64 64 63 61 58 57 57 52 51 <50 <50 <50 <50 <50 <50 <50 <50 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 38 40 41 42 43 44 45 46 47 48 48 50 9,884 6,538 6,065 5,298 4,484 3,153 2,542 2,065 2,017 1,719 1,459 1,316 1,301 1,230 1,225 1,222 1,191 1,104 1,003 760 753 668 622 564 530 519 516 450 414 395 380 375 365 362 327 319 319 300 292 276 269 266 261 245 236 234 234 222 Note: Company country names appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Top Products or Services for Fraud Complaints Reported Against the Top Company Locations in Africa1,2 January 1 December 31, 2013 Top Products or Services for Fraud Complaints Reported Against Companies Located in Nigeria Rank 1 2 3 4 5 Product or Service Impostor: Family\Friend Romance Scams Foreign Money Offers Shop-at-Home\Catalog Sales Internet Auction Complaints 1,595 1,301 1,014 530 505 Top Products or Services for Fraud Complaints Reported Against Companies Located in Ghana Rank 1 2 3 4 5 Product or Service Impostor: Family\Friend Romance Scams Foreign Money Offers Internet Auction Advance-Fee Loans, Credit Arrangers Complaints 689 675 224 89 62 Top Products or Services for Fraud Complaints Reported Against Companies Located in Cameroon Rank 1 2 3 4 5 Product or Service Shop-at-Home\Catalog Sales Internet Auction Foreign Money Offers Business Opportunities\Work-At-Home Plans Advance-Fee Loans, Credit Arrangers Complaints 894 677 <20 <20 <20 Top Products or Services for Fraud Complaints Reported Against Companies Located in Benin Rank 1 2 3 4 5 Product or Service Internet Auction Advance-Fee Loans, Credit Arrangers Shop-at-Home\Catalog Sales Impostor: Government Romance Scams Complaints 466 119 114 83 53 1Complaints may be coded under multiple product service codes. 2 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Fraud Complaints Reported For Top 100 Non-U.S. Consumer Locations January 1 December 31, 2013 Complaints 31,275 Complaints Rank Consumer Location Canada United Kingdom Australia India Italy France Mexico Brazil Germany Russian Federation South Africa Spain China Philippines Israel New Zealand Netherlands Pakistan Argentina Sweden Japan Romania Switzerland Malaysia Colombia Belgium United Arab Emirates Portugal Singapore Turkey Greece Saudi Arabia Bulgaria Indonesia Ukraine Ireland Nigeria Denmark Korea, Republic of Norway Egypt Chile Poland Thailand Hungary Venezuela Finland Austria Peru Trinidad and Tobago Rank 51 52 53 54 55 55 57 58 59 60 61 61 63 64 65 65 67 68 68 70 71 71 73 74 74 76 77 78 79 80 81 81 83 83 83 86 87 88 89 89 91 91 93 93 93 96 97 97 97 100 100 Consumer Location Croatia Taiwan Costa Rica Cyprus Kenya Kuwait Ecuador Czech Republic Sri Lanka El Salvador Bangladesh Vietnam Qatar Guatemala Dominican Republic Ghana Iran Jordan Latvia Uruguay Jamaica Slovakia Mauritius Kazakhstan Lebanon Lithuania Slovenia Albania Bahrain Panama Estonia Honduras Armenia Bahamas Bolivia Azerbaijan Malta Oman Belarus Georgia Afghanistan Uganda Bosnia and Herzegovina Luxembourg Macedonia Morocco Algeria Tanzania Zambia Nepal Tunisia 101 100 93 87 84 84 75 73 71 63 62 62 61 59 58 58 56 55 55 54 53 53 52 50 50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 <50 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 4,656 3,587 2,200 1,496 1,134 1,095 855 757 674 673 613 564 542 524 506 484 424 399 350 339 317 304 301 300 296 295 293 291 277 266 257 255 254 239 232 226 224 189 186 178 174 162 160 147 146 145 122 120 116 Note: Consumer country names appear as reported by consumers. Federal Trade Commission Released August 2014
Top Products or Services in All Complaints Reported Against Companies Located in Africa1 January 1 December 31, 2013 Product or Service Impostor: Family\Friend Romance Scams Internet Auction Shop-at-Home\Catalog Sales Foreign Money Offers Advance-Fee Loans, Credit Arrangers Lotteries\Lottery Ticket Buying Clubs Real Estate (not Timeshares) Impostor: Government Housing Business Opportunities\Work-At-Home Plans Prizes\Sweepstakes\Gifts Invest: Other Employ Agencies\Job Counsel\Overseas Work Unsolicited Email Counterfeit Check Scams Internet Information Services Property\Inheritance Tracers Impostor: Business Grants: Non-Educational Complaints 2,649 2,280 1,990 1,714 1,503 583 431 431 430 369 342 288 218 208 107 97 79 79 50 39 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Top Products or Services in All Complaints Reported Against Companies Located in Africa1 January 1 June 30, 2014 Product or Service Impostor: Family\Friend Internet Auction Romance Scams Foreign Money Offers Shop-at-Home\Catalog Sales Advance-Fee Loans, Credit Arrangers Lotteries\Lottery Ticket Buying Clubs Invest: Other Housing Prizes\Sweepstakes\Gifts Business Opportunities\Work-At-Home Plans Employ Agencies\Job Counsel\Overseas Work Unsolicited Email Impostor: Government Impostor: Business Internet Information Services Property\Inheritance Tracers Counterfeit Check Scams Telemarketing Practices Recovery\Refund Companies Complaints 1,651 942 818 736 678 368 238 194 177 175 120 71 44 38 37 28 27 25 <20 <20 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Consumer Age in All Complaints Reported Against Companies Located in Africa1 January 1, 2013 June 30, 2014 CY-2013 January-June 2014 Percentages2 5% 21% 17% 20% 21% 14% 3% Percentages2 5% 20% 18% 19% 21% 14% 3% Consumer Age Range 19 and Under 20 - 29 30 - 39 40 - 49 50 - 59 60 - 69 70 and Over Total Reporting Age Complaints 431 1,840 1,521 1,780 1,847 1,279 266 8,964 Complaints 200 773 706 748 827 569 107 3,930 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. 2Percentages are based on the total number of consumers reporting their age: CY-2013 = 8,964 and January-June 2014 = 3,930. Of the total number of complaints reported against companies located in Africa, 41% of consumers reported their age during January-June 2014, and 47% reported their age for CY-2013. Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Top Consumer Countries in All Complaints Reported Against Companies Located in Africa1 January 1, 2013 June 30, 2014 CY-2013 January-June 2014 Percentages2 77% 7% 3% 3% 2% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% Percentages2 74% 9% 3% 3% 1% 1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% Consumer Country United States Canada Italy United Kingdom Australia South Africa France Germany Spain Switzerland Belgium Philippines Mexico Russian Federation Netherlands Nigeria Brazil Pakistan Portugal Puerto Rico Denmark Egypt Complaints 14,044 1,275 584 538 274 154 84 60 46 48 28 29 32 43 70 39 37 45 39 36 41 50 Complaints 6,586 781 268 226 99 98 58 49 47 38 33 32 26 26 22 <20 <20 <20 <20 <20 <20 <20 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. 2Percentages are based on the total number of consumers reporting their country: CY-2013 = 18,263 and January-June 2014 = 8,876. Of the total number of complaints reported against companies located in Africa, 93% of consumers reported their country during January-June 2014, and 95% reported their country for CY-2013. Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Companys Method of Contacting Consumers in All Complaints Reported Against Companies Located in Africa1 January 1, 2013 June 30, 2014 CY-2013 January-June 2014 Percentages2 72% 1% 19% 4% 4% Percentages2 67% 1% 20% 6% 5% Contact Method E-mail Mail Internet - Web Site/Others Phone Other Total Reporting Contact Method Complaints 5,607 81 1,462 345 276 7,771 Complaints 2,221 39 674 195 162 3,291 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. 2Percentages are based on the total number of consumers reporting the company s method of initial contact: CY-2013 = 7,771 and January-June 2014 = 3,291. Of the total number of complaints reported against companies located in Africa, 33% of consumers reported this information during January-June 2014 and 40% in CY-2013. Note: Company country locations are as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
Method of Consumer Payment in All Complaints Reported Against Companies Located in Africa1 January 1, 2013 June 30, 2014 CY-2013 January-June 2014 Percentages2 2% 3% <1% 1% <1% 3% <1% <1% 90% Percentages2 2% 3% <1% 1% <1% 3% <1% <1% 91% Payment Method Bank Account Debit Cash\Cash Advance Check Credit Cards Internet\Mobile Money Order Prepaid Cards Telephone Bill Wire Transfer3 Total Reporting Payment Method Complaints 261 491 70 184 29 470 5 1 13,162 14,673 Complaints 123 234 22 83 16 213 3 5 7,334 8,033 1 Africa includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote D Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note it is possible that not all countries have complaints in the system for the period the report covers. 2Percentages are based on the total number of consumers reporting method of payment: CY-2013 = 14,673 and January-June 2014 = 8,033. Of the total number of complaints reported against companies located in Africa, 81% of consumers reported this information during January-June 2014 and 76% in CY-2013. 3Wire Transfer figures include a significant number of complaints from data contributors MoneyGram International and Western Union Money Transfer. This may affect the distribution of the reported methods of payment. Note: Company country locations are as reported by consumers and may not reflect where the company is actually located. Federal Trade Commission Released August 2014
