vii international conference «entrepreneur and consumer ...eng.rdsa.ru/files/file2109.pdf · diana...

VII INTERNATIONAL CONFERENCE «ENTREPRENEUR AND CONSUMER – STEPS TOWARDS EACH OTHER»

Moscow, October 19-20, 2011

ORGANIZED BY:

Russian Direct Selling Associationwww.rdsa.ru

UNDER THE SUPPORT OF:

World Federation of Direct Selling Associationswww.wfdsa.org

Asia-Paci�c Economic Cooperation www.apec.org

International Confederation of Consumers’ Societies www.konfop.ru

CONFERENCE PROGRAM

October 19, 2011

9.30 - 10.30 Registration

10.30 - 13.30 Opening of the Conference Opening remarks: Tamara Shokareva, President, Russian Direct Selling Association

Olga Tretyak, Professor, Chair, Strategic Marketing Department, National ResearchUniversity “Higher School of Economics”

Socio-Economic Study of Direct Sellers

Dmitry Yanin, Chairman, International Confederation of Consumers’ Societies (CONFOP)

Self-regulation and Consumer Rights Protection

Petr Shelisch, Chairman, Consumer Union of the Russian Federation

Self-regulation on the Russian Consumer Market - Experience and Perspectives

Tamuna Gabilaia, Executive Director, World Federation of Direct Selling Associations (WFDSA)

Fundamentals of Ethics in Global Direct Selling Industry

Svetlana Mukhina, Deputy Head of Department, Federal Service for Supervision ofConsumer Rights Protection and Human Welfare

Operating Results of the RF Federal Service for Supervision of Consumer Rights Protection and Human Welfare in 2010 and during the First Six Months of 2011

Answers to questions

14.00 - 15.00 Lunch

15.30 - 17.30 Round Table “Self-regulation on Consumer Market”

Ведушие: Tamara Shokareva, President, Russian Direct Selling Association

Dmitry Yanin, Chairman, International Confederation of Consumers’ Societies

Diana Sork, Code Administrator, Russian Direct Selling Association, Chairperson, Moscow Region Bar “Power of Law”

Self-regulation Experience in Russian Direct Selling Industry

Discussion

October 20, 2011

10.30 - 15.00 Tour to the Logistics Center and the Distributor Servicing Center of Mary Kay

VII International Conference "Entrepreneur and Consumer – Steps Towards Each Other" 2

LIST OF PARTICIPANTSAnastassia AninaRussian Direct Selling Association

Andrey Artemyev Head of Municipal Consumer Protection Center, Ekaterinburg

President, All-Russia Public Organization «All-Russia Consumer Protection League»

Anastassia AverinaDirector of Retail Sales Development Department

AON Rus - Insurance Brokers

Yuliya BolshakovaRussian Direct Selling Association

Sharmila ChatterjeeGeneral Director

LR Rus

Aleksander Chekarev Government Relations Manager

Amway

Inessa ChernetskayaDeputy General Director

Filuet RS

Vladimir Denisenko Chairman

Khabarovsk Consumer Rights Protection Society

Vasiliy DmitrievExecutive Partner

Media Business Solutions

Anatoliy DolzhenkoVice President

All-Russia Public Organization «All-Russia Consumer Protection League»

Olga FastovaMarketing Manager

Jafra Cosmetics International

Tatiana Fedirko Chairperson

Rostov-on-Don Consumer Union

Tamuna GabilaiaExecutive Director

World Federation of Direct Selling Associations (WFDSA)

Valeriya Gerasimova Sales Support Department Manager

Alfa Metal Craft Rus


Igor GlinskiyPR-specialist

Fleur de Sante

Nadezhda GolovkovaChairperson

Moscow Consumer Protection Society

Alexander GrishinSenior Legal Counsel

Tupperware

Konstantin KalininCommercial Director

Business Forms Group

Svetlana KaydashEntrepreneur, Moscow City

Marina Kolabukhova Marketing Department Director

CieL Parfum

Lubov KondrashovaHead of the Consumer Rights Protection Department

Khanty – Mansiysk Autonomous District

Larissa KorolevaEntrepreneur, Saint Petersburg

Dmitry Kuvarzin Head of Special Projects Department

EKSMO Publishing House

Matjaz MarinsekPresident

Slovenian Direct Selling Association

Elena Matveeva Marketing Department Manager

Nikken

Yuriy MykhaylyukVice-President Russia

Oriflame Cosmetics

Svetlana MukhinaDeputy Head of the Consumers Rights Protection Department

Federal Service for Supervision of Consumer Rights Protection and Human Welfare

Dzhannet Nazirova QA Director

Mirra-M

Maria Nikitina Russian Direct Selling Association


Alexander OnischukPresident

Association of Trading Companies and Manufacturers of Consumer Electronic and Computer Equipment

Grigoriy PavlovskiyPartner Projects Manager

Mobi Service

Marina PashnevaEntrepreneur, Moscow Region

Ludmila PertishchevaCorporate Customer Department Manager

Accord Post

Oleg PodboronovRussian Direct Selling Association

Ekaterina PushkarevaSubsidiaries Support Manager

Faberlic

Evgeniy Rabinovich Chairman

Omsk Consumer Union “Shield”

Oleg RatnikovRussian Direct Selling Association

Alla RyabovaCustomer Service Manager

Nu Skin Enterprise RS

Nadezhda Satarova Chairperson

Saratov Regional Consumer Rights Protection Public Institution

Tatiana Shalushkina Chairperson

Vologda Consumer Union

Petr ShelishchChairman

Consumer Union of the Russian Federation

Tamara Shokareva President of the Russian Direct Selling Association

Executive Director

Mary Kay

Valeriya ShustrovaLegal Counsel

Avon Beauty Products Company


Lidia SidorovaChairperson

Penza Region Consumer Association

Andrey SokolovDeputy Head of Consumer Rights Protection Division

Tver Regional Department of Federal Service for Supervision of

Consumer Rights Protection and Human Welfare

Olga SolntsevaCountry Director, CIS

Herbalife International RS

Diana SorkRussian DSA Code Administrator

Chairperson of Moscow Region Bar «The Power of Law»

Renat Sufiyanov Legal Counsel, Easten Europe

Tahitian Noni International

Dmitry Tolmachev Chairman

Perm Region Сonsumer Rights Protection Society

Olga TretyakProfessor, Doctor of Sciences, Economics

Head of Department

State University «Higher School of Economics»

Galina UlantsevaChief Expert

Association of Perfumery, Cosmetics and Household Chemistry Manufacturers

Sergey Vanin Executive Director

Association of Perfumery, Cosmetics and Household Chemistry Manufacturers

Dmitry YaninChairman

International Confederation of Consumers’ Societies (CONFOP)

Mikhail ZazulinSales Director

Provea Branch (Switzerland)

Ekaterina Zharinova Russian Direct Selling Association

Vladimir Zyablitsev Chairman

Public Society «Magnitogorsk Consumer Rights Protection Union»


JOURNALISTS

Cristina BuskoCommersant Newspaper

Nadezhda Geraschenko RBC News Agency

Alexandra KrekninaVedomosti Newspaper

Lidia MasterenkoInterfax News Agency

Margarita ParfenenkovaRBC Daily Newspaper

Ekaterina Shokhina Expert Online

Ksenia TimakovaRIA Novosti (Prime) News Agency

Alyona TulyakovaKlerk.Ru News Agency

Galina UstinovaSanoma Independent Media



Olga Tretyak, Professor, Chair, Strategic Marketing Department, National Research University “Higher School of Economics”

Dmitry Yanin, Chairman, International Confederation of Consumers’ Societies (CONFOP)


Petr Shelisch, Chairman, Consumer Union of the Russian Federation

Conference participants



Tamara Shokareva, President, Russian Direct Selling AssociationTamuna Gabilaia, Executive Director, World Federation of Direct Selling Associations (WFDSA)


Tamuna Gabilaia, Executive Director, World Federation of Direct Selling Associations (WFDSA)

Svetlana Mukhina, Deputy Head of Department, Federal Service for Supervision of Consumer Rights Protection and Human Welfare


Diana Sork, Code Administrator, Russian Direct Selling Association, Chairperson, Moscow Region Bar “Power of Law”

Tamara Shokareva, President of the Russian DSA,Tamuna Gabilaia, Executive Director of the WFDSA, Petr Shelisch, Chairman of the RF Consumer Union, Dmitry Yanin, Chairman of the Board, CONFOP,

Olga Tretyak, Professor, Chair, Strategic Marketing Department, National Research University “Higher School of Economics”


Andrey Sokolov, Deputy Head of Consumer Rights Protection Division of Tver Regional Department of Federal Service for Supervision of

Consumer Rights Protection and Human Welfare

Lidia Sidorova, Chairperson of the Penza Region Consumer Association


Nadezhda Golovkova, Chairperson, Moscow Consumer Protection Society

Dmitry Tolmachev, Chairman, Perm Region Сonsumer Rights Protection Society


Andrey Artemyev , Head of Municipal Consumer Protection Center, EkaterinburgPresident, All-Russia Public Organization «All-Russia Consumer Protection League»

Tatiana Fedirko, Chairperson, Rostov-on-Don Consumer Union


Larissa Koroleva, Entrepreneur, Saint Petersburg

Vladimir Zyablitsev, Chairman, Public Society «Magnitogorsk Consumer Rights Protection Union»


Marina Kolabukhova, Marketing Department Director, CieL Parfum

Vladimir Denisenko, Chairman, Khabarovsk Consumer Rights Protection Society


Evgeny Rabinovich, Chairman, Omsk Consumer Union “Shield”

Anatoliy Dolzhenko, Vice President, All-Russia Public Organization «All-Russia Consumer Protection League»


Svetlana Kaidash, Entrepreneur, Moscow



Conference participants at the tour to the Mary Kay Logistics Center


Conference participants at the tour to the Mary Kay Customer Service Center

PRESENTATION OF OLGA TRETYAK


PRESENTATION OF TAMUNA GABILAIA


REPORTOn October 19 – 20, 2011 the VII International Conference "Entrepreneur and Consumer – Steps towards EachOther" was held in Moscow. The Conference was conducted within the framework of the Consumer Educationand Protection Initiative (CEPI) program under the support of the Asia-Pacific Economic Cooperation (APEC) andthe World Federation of Direct Selling Associations (WFDSA). The Conference organizers were the Russian DirectSelling Association (RDSA) and the International Confederation of Consumer Societies (CONFOP).

More than 60 representatives of business circles, representatives of executive state power bodies, entrepreneursas well as representatives of universities and consumer organizations from Khabarovsk, Khanty-Mansiysk,Magnitogorsk, Moscow, Omsk, Penza, Perm, Rostov- on-Don, Saratov, Tver, Volgodonsk,Vologda, Yekaterinburgtook part in the Conference. Journalists representing 9 newspapers, magazines and news agencies participatedin the Conference as well.

The conference was devoted to the discussion of the following problems:

- Problems of consumer rights protection on the consumer market.

- Improvement of the consumer educational level.

- Problems of self-regulation on the consumer market.

- Operating results of Rospotrebnadzor activities in 2010 and during the first six months of 2011.

- Problems of consumer rights protection in the direct selling industry.

- Russian Direct Selling Association Code of Ethics.

- Results of Russian Direct Selling Association member companies’ salesforce survey.

In her opening remarks Tamara Shokareva, President of the Russian Direct Selling Association, reported thatthe VII International Conference "Entrepreneur and Consumer – Steps Towards Each Other" was conducted with-in the framework of the “Consumer Education and Protection Initiative” (CEPI) program. She pointed out that theprogram was ultimately aimed at a creation of such socio-economic environment under which the small busi-ness is permitted to develop dynamically through the implementation of additional consumers’ rights protec-tion measures.

Olga Tretyak, Professor, Doctor of Science; Chair of the Strategic Marketing Department of the NationalResearch University “Higher School of Economics”, told about the results of the survey of independent direct sell-ers of RDSA member companies that had been performed in 2011 by the National Research University “HigherSchool of Economics” under the order of RDSA. 6380 independent direct sellers from 74 regions of the RussianFederation took part in the survey.

In her presentation Olga Tretyak displayed an analysis of the socio-economic structure of independent sellers ofdirect selling companies. She characterized positive and negative aspects of salesforce activities, the level ofdirect sellers’ satisfaction with the results of their work and stressed the role of the direct selling industry for thesocio-economic development of Russia.

She also pointed out that the survey results demonstrated the fact that RDSA member companies paid muchattention to training and improving education level of their salesforce.


REPORT

Dmitry Yanin, Chairman of the International Confederation of Consumers’ Societies, dwelled upon the prob-lems of self-regulation and consumer rights protection in Russia.

In the course of his speech he underlined the fact that the key requirements to self-regulating organizations (SRO)should be an availability of a code of practices, an administration of such rules, an existence of sanctions for theirviolation as well a control over companies’ activities concerning consumer information of SRO requirements.

According to Dmitry Yanin every self-regulating organization should have a pre-trial dispute settlement procedure.

In his speech Dmitry Yanin referred to activities of the Russian Direct Selling Association as a positive exampleof implementation of self-regulation principles on the consumer market.

Petr Shelisch, Chairman of the RF Consumer Union, dwelled upon the experience and perspectives of self-reg-ulation on the consumer market.

In his speech Mr. Shelisch dwelled upon the self-regulation notion and specified different levels of self-regula-tion and its subjects. He analyzed the established self-regulation practices in Russia and abroad and made apoint concerning the perspectives of SRO development in the Russian Federation.

Tamuna Gabilaia, Executive Director of the World Federation of Direct Selling Associations, made a presenta-tion titled “Fundamentals of Ethics in Global Direct Selling Industry”.

Her presentation contained information on the development of the global direct selling industry in 2010.

In her presentation she made a special emphasis on the program devoted to fundamentals of ethics in the DSindustry that consisted in the formation of the highest level of ethical obligations both to consumers and toindependent sellers. She presented the key provisions of the WFDSA Global Code of Ethics and told about theobligations that were placed by the Code on direct selling companies and independent direct sellers.

Tamuna Gabilaia informed the Conference participants of the first stage of the Ethical Code promotion cam-paign that was being implemented by WFDSA in several countries (including Russia) with a support of nationaldirect selling associations.

Svetlana Mukhina, Deputy Head of Department of the RF Federal Service for Supervision of Consumer RightsProtection and Human Welfare (Rospotrebnadzor), informed the Conference participants of the major operationresults of the RF Federal Service for Supervision of Consumer Rights Protection and Human Welfare in 2010 andduring the first six months of 2011 and of the law-enforcement practice of Rospotrebnadzor in the area of con-sumer rights protection in different consumer market segments.

She also reported on the legislative and rule-making initiatives of Rospotrebnadzor in the sphere of consumerrights protection.


REPORT

Round Table “Self-Regulation on Consumer Market”

Moderators: Dmitry Yanin, Chair of the Board of the International Confederation of Consumers’ Societies

Tamara Shokareva, President of the Russian Direct Selling Association,Executive Director of Mary Kay ZAO

Within the framework of the Round Table Diana Sork, Code Administrator of the Russian Direct SellingAssociation, Chair of the Moscow Region Bar “Power of Law” made a presentation. In her speech Diana Sorkadvised the Conference participants of the structure of complains submitted to the Direct Selling Association aswell as of the experience and procedure of a pre-trial dispute settlement.

The key topics of discussions within the frame of the Round Table were:

•- Problems of consumer rights protection in the direct selling industry.

• Russian Direct Selling Association Code of Ethics and applied practices of its implementation.

• Additional obligations of Russian Direct Selling Association member companies towards consumers.

• Necessity of Russian Direct Selling Association Code of Ethics promotion.

• Necessity of unconditional information of consumers about main provisions of Russian Direct SellingAssociation Code of Ethics in the course of selling.

• Problem of unethical business practices of a number of direct selling companies that are not Russian DSA members.

• Problems of judicial consideration of consumer rights protection cases and execution of court decisions.

• Rospotrebnadzor activities and its interaction both with regional consumer societies and with business.

On October 20 2011 within the frame of the VII International Conference "Entrepreneur and Consumer – StepsTowards Each Other" the Conference participants visited the logistics center and the customer service center ofMary Kay.

The process of handling and assembling of Mary Kay distributors’ orders was demonstrated to the participantsin the course of the tour.

The participants were deeply impressed by the excursion to the Mary Kay facilities. The visit confirmed the factthat RDSA member companies adhere to high business ethical standards imposed on them by the RDSA Codeof Ethics. RDSA member companies represented a modern and innovative business. They demonstrated thatthey were reputable and reliable enterprises using advanced technologies.

The program "Consumer Education and Protection Initiative" – CEPI – was elaborated in 1998 and was officiallyapproved at the Meeting of the Ministers of Small Business of APEC member states held in 1999 in Christ Church, NewZealand. The APEC CEPI program is a result of the partnership of private structures and public organizations of theAPEC member states, as well as representatives of business and entrepreneurship circles of these countries.


REPORT

Additional information concerning APEC CEPI may be obtained from the following contact persons:

In Russia:

Tamara ShokarevaRussian Direct Selling Association c/o Mary Kay ZAO, Smolnaya 24D, Moscow, 125 445, RussiaTel.: +7 (495) 643 85 53E-mail: [email protected] WEBSITE: www.rdsa.ru

In the USA:

Tamuna GabilaiaWorld Federation of Direct Selling Associations1667 K Street, NW, Suite 1100, Washington, DC 20006Phone: (202) 452-8866Fax: (202) 452-9010Email: [email protected]: www.wfdsa.org



NUMBER OF CONSUMER COMPLAINTS AGAINST VIOLATION OF LAW "ON CONSUMER

RIGHTS PROTECTION" IN 2010

NUMBER OF CONSUMER COMPLAINTS AGAINST VIOLATION OF LAW "ON CONSUMER

RIGHTS PROTECTION" DURING THE FIRST 6 MONTHS OF 2011

PRESS CLIPPING

1. Direct Selling Is the Most Reliable Channel of Purchase.

GT.MARKET

October 19, 2011

2. According Experts’ Estimates Direct Sales Will Grow of 4-6% up to 124-126 Billion Rubles in 2011.

RBC News Agency

October 19, 2011

3. Direct Sales will Increase by 4-6% in 2011 - Experts

INTERFAX News Agency

October 19, 2011

4. Direct Sales will Increase by 4-6% in 2011 - Direct Selling Association.

FINMARKET News Agency

October 19, 2011

5. 4-6% Growth of Direct Sales in Russia Is Expected in 2011.

PRIME News Agency

October 19, 2011

6. Crisis Is Not an Obstacle. Direct Sales will Increase by 4-6% in 2011.

By Ekaterina Shokhina

EXPERT ONLINE

October 20, 2011

7. 18% of Direct Sellers Have an Income More Than 25 Thousand Rubles per Month.

KLERK.RU News Agency

October 20, 2011

8. Direct Sales: Buying with Pleasure

Published in 50 Internet Media

October 19-21, 2011


RUSSIAN DIRECT SELLING [email protected]

vii international conference «entrepreneur and consumer ...eng.rdsa.ru/files/file2109.pdf · diana...

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