The Consumer Protection Assessment Framework

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The Consumer Protection Assessment Framework

Learn more about the Consumer Protection assessment framework, and the different tools and services available to help companies to measure, monitor and report their performance against the CP Code . Access the tools and services via the links below, or watch the launch webinar here [PresentationRecording]

 

The Consumer Protection Self-Assessment Tool

To help companies measure their performance easily and in a standardised way, GOGLA has developed a Self-Assessment tool, which uses the Consumer Protection indicators and guides the user through a methodological assessment.

Completing the tool entails assessing the level of fulfilment of each Indicator – fully met, mostly met, somewhat met, not met – and a commentary on the result. By using the tool, companies can identify areas of strength and gaps across the CP Code, and take concrete steps to improve standards for their customers. 

Download the self-assessment tool for companies 

Download the self-assessment tool for companies in French

 

Maintaining a commitment to the Consumer Protection Code

Completing a Self - Assessment every 12 months is the basic requirement to ensure a company’s Commitment to the CP Code stays up to date.

To ensure that the Consumer Protection Principles are fully embedded in company operations, GOGLA recommends that the self-assessment should be carried out periodically and reported internally as part of standard governance processes. At a minimum, companies who make a commitment to the CP Code should endeavour to carry out the first self-assessment within three months, and annually thereafter. Making a declaration to GOGLA that this has been completed ensures that your logo stays on our list of Committed companies.

Download the Self-Assessment Accountability Policy and Template Declaration Letter.

 

The Consumer Protection Third-Party Assessment

The Third-Party Assessment is a new service that strengthens the assessment framework of GOGLA's Consumer Protection Code.  Led by a specially trained and experienced assessment agency, it provides a robust, objective, and independent assessment of a company’s performance against GOGLA's Consumer Protection Code. The Third-Party Assessment includes a review of organisation policies and processes and a 5-day on-site visit to evaluate implementation at customer-facing points. With a focus on improvement rather than rating, companies receive an in-depth report with recommendations and support to develop a realistic action plan. GOGLA has accredited MFR, an experienced ratings agency, to undertake the Third-Party Assessments. To find out more and request a Third-Party Assessment, click here.

 

Funding a Third-Party Assessment

The cost of the Third-Party Assessment is €16,800 (plus relevant travel costs).

With the support of British International Investment, DOEN Foundation and FMO, GOGLA is offering co-funding of €7,500 for seven companies motivated to undertake a Third-Party Assessment. The remaining cost can be covered by the company, their investors or a mixture of both.

Co-funding is reserved for GOGLA members that meet the criteria of a Third-Party Assessment and with three of the seven awards reserved for small and medium-sized companies or those in underserved markets.

Companies (or their investors) interested in apply ing for the co-funding can apply by completing the Expression of Interest form here.

 

The Lean Data Consumer Protection Survey

The Lean Data Consumer Protection Survey is a tool that gives companies rich and unique insights into consumer experiences, and can help validate their performance against the six Consumer Protection Principles.

Using the service, companies receive a rich insights report with analysis of findings across 75 data points, the raw data from the surveys, a results call and a quiz to help disseminate the findings throughout the business. A basic service is also available covering 30 data points. 

60 Decibels have been accredited by GOGLA to provide independent implementation of the CP survey and insights analysis.

Access the question set here.

Find out more about the service offered by 60 Decibels here.

 

Funding a Lean Data CP Survey

60 Decibels is offering the CP Survey as a full or basic service , at a cost of $20,000 for the full service or $10,000 for the basic service. Full details on each can be found here

With the support of British International Investment, FMO and DOEN Foundation, GOGLA is offering co-funding for seven companies undertaking a Lean Data CP Survey with 60 Decibels.

Available funding, to be off-set against the total costs, is as follows:
- €7,500 for companies undertaking the full service
- €3,000 for companies undertaking the basic service

The remaining cost can be covered by the company, their investors or a mixture of both.

Co-funding is reserved for GOGLA members who maintain a Commitment to the CP Code, with four of the seven awards reserved for SMEs or companies in underserved markets.

Companies (or their investors) interested in applying for the co-funding are encouraged to complete the Expression of Interest form here.

 
 
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