A workshop was held in Hanoi on August 5 to discuss the 2023 Law on Protection of Consumers' Rights and its implementation.

The event highlighted key provisions of the law, including decentralised state management, complaint handling, and inter-agency coordination.

The law expands consumer protection to online commerce, strengthens business obligations, and enhances protections for consumer information. It also regulates distance selling and reinforces complaint handling. Additionally, it expands the role of social organisations in protecting consumers.

The workshop outlined provisions under Government Decree No. 146/2025/ND-CP, which clarifies the responsibilities of provincial Departments of Industry and Trade. They include receiving and resolving complaints and promoting consumer awareness. They also include mediating disputes.

Phan The Thang said the law's broader definition of consumer information is significant. It now covers transaction-related details such as purchased products and payment methods.

He cited a scam where fraudsters contact buyers with accurate information about orders, persuading them to pay before discovering the package contains worthless items. This shows that not only personal data but also transaction information has been compromised.

Authorities have received many complaints of this kind, but identifying the source of the leak is difficult. The new law introduces clearer rules on consumer consent for data sharing.

The workshop examined complaint handling and dispute resolution. Dao Thi Hong Lam outlined procedures for receiving and processing complaints and highlighted the role of state agencies in facilitating negotiations.

Vu Hoai An noted that digital commerce has expanded consumer access to goods and services but also introduced complex risks.

Consumers now face online scams, misleading advertising, and personal data breaches, in addition to traditional fraud.

International organisations have urged governments to shift consumer protection from post-dispute resolution to risk prevention by strengthening data protection and promoting corporate responsibility.

Experts shared practical experience in resolving complaints involving e-commerce and proposed measures to improve complaint handling at the local level. They also ensured consistent implementation of the law nationwide.