Celebrating Innovation and Impact in Consumer Protection

 

The winners and honorable mentions of the 2025 Consumer Protection Contest were officially announced on October 3rd, 2025, during the ICPEN Fall Conference held in Santo Domingo, Dominican Republic.

 

The ICPEN Presidency, held by the National Institute for the Protection of Consumer Rights of the Dominican Republic and represented by its Executive Director, by Eddy Alcántara, together with the World Bank, congratulated Consumer Protection Authorities worldwide for their outstanding initiatives and contributions to strengthening consumer protection frameworks globally. These efforts not only benefit consumers but also serve as models of good international practices for other agencies.

 

This year’s contest received 19 exceptional submissions from 13 countries, each demonstrating a high level of commitment, creativity, and impact. The quality of the entries made the evaluation process both rigorous and rewarding for the judges. Following a thorough review, three winning initiatives and two honorable mentions were selected. The initiatives were assessed across the following thematic areas:

 

Theme 1 – Case Management Excellence

Theme 2 – Effective Communication

Theme 3 – Innovative Market Research

 

Review Panel of the ICPEN-WB 2025 Consumer Protection Contest
 

Eddy Alcantara, Executive Director of the National Institute for the Protection of Consumer Rights (Pro Consumidor) of the Dominican Republic.

Hugh Stevenson, Former Deputy Director for International Consumer Protection in the Federal Trade Commission’s Office of International Affairs.

Helena Leurent, Director-General, Consumers International

Elena Gasol, Senior Private Sector Specialist, Finance, Competitiveness and Innovation Global Practice, World Bank

 

Theme 1 – Case Management Excellence

The initiatives awarded in this category demonstrated outstanding capability in managing consumer complaints and investigations, employing both digital and traditional tools to deliver swift, effective solutions.

 

El Salvador – Consumer Advocacy Agency (Defensoría del Consumidor) (Honorable mention)

 

El Salvador’s Consumer Advocacy Agency has transformed complaint handling with its innovative Collective Case Management system. By consolidating similar complaints into single files, the agency can address widespread issues more efficiently. Since 2019, over 380 collective cases have been resolved, benefiting more than 500,000 consumers and recovering approximately USD 104 million. The system has also driven significant legal reforms, institutionalizing collective action as a central enforcement tool and demonstrating the power of coordinated consumer advocacy.

 

France​ – Directorate General for Competition and Consumer Affais (DGCCRF) (Honorable mention)

 

France’s "SignalConso" platform provides a user-friendly tool for consumers to report business misconduct online or via a mobile app. A distinctive feature is its direct feedback loop, allowing companies to respond complaints while generating data that guides targeted inspections and proactive enforcement. Since 2018, over 88,000 businesses have engaged with SignalConso, resulting in more than 200,000 corrective actions. With 81% user satisfaction, the platform has strengthened interactions between consumers and businesses and reinforced regulatory oversight, setting a benchmark for digital consumer protection.

 

Peru – Institute for Competition and Intellectual Property Protection (INDECOPI) (Winner)

 

INDECOPI’s "Virtual Claim System" is a transformative digital platform that places citizens at the heart of consumer protection. Accessible 24/7 from any device, it streamlines the complaint process, enabling Peruvians to seek redress quickly and efficiently. Developed using user research and design thinking, the platform provides practical tools such as claim tracking, consumer maps, and alternative dispute resolution, ensuring a seamless and empowering experience. Since 2019, it has processed over 900,000 claims, with 80% submitted online and a remarkable 97% user satisfaction rate. This initiative has modernized consumer protection in Peru and established a new standard for inclusivity and efficiency.

 

Theme 2 – Effective Communication

The awarded initiative in this category has successfully engaged consumers and businesses through digital platforms, traditional media, and community outreach. The focus is on strategies that convey information clearly and transparently, ensuring that enforcement actions and consumer protection messages are accessible and impactful for all stakeholders.

 

Georgia – Competition and Consumer Agency (Winner)

 

Georgia’s Competition and Consumer Agency has established a benchmark for transparent and inclusive communication. Their multi-channel initiative, developed in partnership with regulators, NGOs, and industry, reaches vulnerable groups through television, social media, schools, and materials adapted for Braille, sign language, and minority languages. This comprehensive approach ensures that consumer protection messages are accessible to all. The results speak for themselves: complaint submissions have increased by 45%, and business compliance has improved significantly. This initiative demonstrates the effectiveness of strategic, inclusive communication on public engagement and regulatory impact.

 

Theme 3 – Innovative Market Research

The initiative recognized in this category exemplifies forward-looking approaches that leverage technology to understand market trends and protect consumers proactively. By enhancing knowledge of business practices, consumer behavior, and emerging risks, these initiatives enable authorities to anticipate and respond swiftly, reinforcing consumer protection in a proactive manner.

 

Chile – National Consumer Service (SERNAC) (Winner)

 

Chile’s Real Time Consumer Protection Alert System (RTCPAS) showcases the innovative use of technology in consumer protection. Employing artificial intelligence, data mining, and statistical modeling, RTCPAS monitors market risks daily, replacing slower, manual processes. It identifies anomalies in sectors such as e-commerce and logistics, allowing authorities to intervene proactively. Since its implementation, alerts have increased by 54%, facilitating timely preventive actions that safeguard thousands of consumers from emerging abusive practices. RTCPAS exemplifies how cutting-edge technology can create a more dynamic and responsive consumer protection framework.

The International Consumer Protection and Enforcement Network (ICPEN) and the World Bank are pleased to announce the launch of the 2025 Consumer Protection Contest. This contest aims to showcase good implementation, enforcement, and compliance practices regarding consumer protection, as drivers to ensure that consumers are empowered with accurate information and are protected from unfair and deceptive practices. Given the growth of markets globally, it has become increasingly crucial to strengthen regulations and institutions that safeguard consumer rights and promote a fair marketplace. This contest complements the work done under the Competition Advocacy contest that the World Bank has been running together with the International Competition Network for the last ten years.

We are looking for success stories from consumer protection authorities (Authorities) that demonstrate the tangible results of consumer protection work under three themes:

Theme 1 - Case Management Excellence. Effective management of consumer complaints and investigations is essential for Consumer Protection Authorities. We invite submissions from Authorities that have developed and implemented successful tools and processes to enhance case management. Whether utilizing advanced digital systems or traditional methods, Authorities are encouraged to share their experiences in tracking investigations and outcomes, streamlining complaint intake and evidence gathering, and innovating internal processes to improve efficiency and accuracy. Successful initiatives should demonstrate improved consumer satisfaction through timely and effective resolution of complaints, regardless of the technological means employed.

Theme 2 - Effective Communication Strategies. Raising awareness among consumers and businesses about cases and enforcement actions is a key responsibility of Consumer Protection Authorities. We seek examples of Authorities that have excelled in developing communication strategies to effectively inform consumers about ongoing cases and engage with businesses to ensure compliance and awareness of legal obligations. Authorities are invited to highlight their use of various communication channels, whether digital platforms, traditional media, or community outreach, to reach a broader audience. These initiatives should lead to increased public awareness and compliance, fostering a more informed consumer base and responsible business practices. This category is not about consumer education, but rather about communication to foster compliance about the Authorities activities and enforcement.

Theme 3 - Innovative Market Research Initiatives. Conducting thorough market research to understand current business practices and emerging trends is vital for Consumer Protection Authorities. We are looking for initiatives where Authorities have implemented research strategies that explore new technologies, business practices, and market conditions. Authorities should share their experiences with analyzing consumer behavior and market dynamics, whether through digital tools or conventional methods, and collaborating with industry experts and stakeholders to gain insights into the consumer marketplace. These efforts should enhance the ability to anticipate and address consumer protection challenges in a rapidly evolving market, accommodating both digital and non-digital approaches.

ICPEN members, partners, and observers are welcome to apply. Entities that are not an ICPEN member, partner or observer can apply jointly with one in order to qualify. A list of all ICPEN members, partners and observers is available here (https://icpen.org/who-we-are). Joint submissions from ICPEN members and other government bodies, sector regulators or non-governmental organizations are welcome.

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In order to participate, candidates must complete the online survey. Key information required to apply includes:

1.      A summary of the consumer protection initiative. Please include information covering (i) relevance of the intervention; (ii) the issue tackled by the initiative, (iii) the solution proposed/implemented, and (iv) impact when available. (150 words)

2.      The consumer issue under assessment (150 words)

3.      The strategy used to address the issue. It can include, for instance, communication strategy, stakeholders involved, resources allocated, evidence building. (150 words)

4.      If applicable, any collaboration with other agencies/organizations and stakeholders. (150 words)

5.      The results of the initiative. For example: (i) recommendations were implemented by public bodies, (ii) opinions were published or disseminated, or (iii) other changes generated by the initiative. (150 words)

6.      If applicable, information on whether the initiative is inspired by other initiatives (i) in other jurisdictions or (ii) in your jurisdiction. Please provide brief information on those other initiatives if applicable.

7.      How do you assess the impact, and what was the impact of your initiative? (150 words)

8.      Lessons learned with the initiative. (150 words)


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The online survey is the only valid application method. Applications through email messages or that fail to provide the required information in compliance with indicated character limits and blind review standards will not be considered.
  

Please contact Sofia Martinez with any questions at  smartinezamondar@worldbank.org