Consumer rights still somewhat confusing in Estonia

  • 2002-03-21
  • Aleksei Gunter
TALLINN

The Estonian Consumer Protection Department celebrated international consumers day with a new ad campaign aimed to raise awareness for buyers of everything from shoes to cows.

The European Union provided 20,000 euros ($17,700) to pay for streetside posters and a television commercial to promote consumer rights, which observers say are still occasionally abused in Estonia..

The Consumer Protection Department received about 8,000 telephone calls and 1,577 written complaints last year from people displeased with the quality of products or services. More than 60 percent of the phone calls were related to products.

The number of written complaints has fallen by 400 compared to 2000, and the number of phone calls increased by roughly 1,000.

According to an Estonian Institute of Economic Research survey, 80 percent of Estonian consumers said they were aware of their rights and responsibilities.

But the Consumer Protection Department said that number can be deceiving.

"Once a man called us and said a shoe shop did not want to give his money back and was not following the rules of a guarantee (on shoes he purchased)," said Consumer Protection Board spokesperson Hanna Turetski.

Upon further questioning Turetski learned that the man had washed the leather shoes he bought the day before with hot water and soap before bringing them back to the shop.

"Of course the shoes were completely spoiled and the man did not get his refund," said Turetski.

The lack of home-appliance instruction manuals in Estonian is among the most pressing consumer protection concerns, according to the survey.

Jaana Viru, the Consumer Protection Department's deputy head of market inspection, said that shops paid little attention to discounted products.

"Let's say a cheap videocassette recorder has no instruction manual in Estonian. (Many times) the shop assistant would say 'it is so cheap anyway, why do you need a manual in Estonian?'" he said.

Even discounted products have to meet certain quality requirements.

But shoes have been the biggest problem for consumers, according to the survey.

Many shops will say the warrantee on newly purchased shoes lasts for just one month, though by law it must be six months.

The most unusual complaints registered at the Consumer Protection Department last year included a protest about how a television show ended.

"Someone just called and asked if we could change the end of the show," said Turetski.

Another consumer was not pleased with the amount of milk his new cow was providing and asked if the cow had a six-month guarantee like other agricultural equipment.