ハンドブック消費者２０１４

消費者庁消費者庁

ハンドブック消費者　

２０１４

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はじめに

「ハンドブック消費者」は、消費生活に関する各種法令・制度の解説に重点を置き

つつ、消費者政策の状況、関係機関の活動状況等について、最新の情報を基に、その

概況を幅広く収録したものであり、消費者行政関係者や一般の消費者にそれらについ

ての理解を深めていただくことにより、消費者トラブルの未然防止・拡大防止につな

げることを目的として作成しています。

2009年９月の消費者庁・消費者委員会の設置から４年余りがたちましたが、この間、

関係府省庁や地方公共団体、消費者団体等の連携の下、少子高齢化やインターネット

の普及、国際化といった社会の変化に伴い生じる様々な消費者トラブルに対処すべく、

2010年に策定された消費者基本計画に基づき、各種法令・制度の改善や、制度に基づ

いた幅広い施策を行っています。

この度作成した「ハンドブック消費者2014」では、これらの消費生活に関する法令・

制度等を全般的に御理解いただけるよう、できるだけ幅広い分野をバランス良く収録

したほか、消費者教育推進法や食品表示法、消費者裁判手続特例法の成立、消費者安

全法や特定商取引法の改正といった最新の動向も解説しています。また、読者の利便

性を考慮し、主要な消費者関連法制を第Ⅰ部にまとめる等構成の大幅な見直しを行い

ました。さらに、昨年６月には、消費者基本法に基づく初の法定白書として「消費者

白書」を刊行しましたので、白書と重複する内容については割愛しています。これに

より、消費者関連法令・制度については主に「ハンドブック消費者」を、各種データ

による消費者問題の現状や関係府省庁による施策の状況については主に「消費者白書」

を御活用いただくことにより、目的に応じた使い分けができるようにしています。こ

の冊子を御活用いただき、消費生活に関する各種法令・制度及び消費者をめぐる諸問

題についての理解を深めていただければ幸いです。

末筆とはなりますが、作成に当たり御協力をいただきました、消費者行政関係府省

庁、独立行政法人国民生活センター、公益社団法人全国消費生活相談員協会、公益社

団法人日本消費生活アドバイザー・コンサルタント協会、一般社団法人全国消費者団

体連絡会、公益社団法人消費者関連専門家会議、その他消費者行政関係各位に厚く御

礼申し上げます。

2014年２月

消費者庁

凡例

１ 年号表記

・原則として西暦表記を用いています。

２ 法令名

・原則として、初回の記述では、以下のような表記を用いています。

正式名称（略称、公布年月日、最終改正（公布）年月日）

・２回目以降の記述では、略称を用いています。

３ その他

・この冊子におけるデータ等の内容は、原則として2013年11月末日時点

の情報に基づいています。

○｢ハンドブック消費者」への御意見・御感想はこちらからお

寄せください。

https://form.caa.go.jp/shohisha/opinion-0002.php

※ウェブにてキーワード「ハンドブック消費者」で検索も可能

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目 次

はじめに

Ⅰ．我が国の消費者政策 ···················································· 1

［１］消費者問題の推移と消費者政策 ········································ 3

［２］消費者基本法 ························································ 5

１．消費者保護基本法から消費者基本法へ ································ 5

２．法律の概要（主な改正点） ·········································· 5

（参考）１.「消費者の権利」 ············································· 7

２.「消費者の権利」と基本的施策との関係 ························· 8

３．ケネディ大統領の４つの権利 ·································· 8

４．国際消費者機構（ＣＩ）の８つの権利と５つの責任 ·············· 8

３．消費者白書の刊行 ·················································· 9

［３］消費者庁・消費者委員会の設置 ······································· 10

１．消費者庁・消費者委員会設置の経緯 ································· 10

２．消費者庁について ················································· 12

３．消費者委員会について ············································· 13

（参考）消費者委員会における調査審議の主な成果 ························· 14

［４］「消費者基本計画」の概要 ············································ 16

１．「消費者基本計画」の全体構成 ······································ 16

２．消費者政策の基本的方向 ··········································· 16

３．重点施策の推進 ··················································· 17

４．「消費者基本計画」の検証・評価・監視 ······························ 17

（参考）消費者基本計画の概要 ··········································· 18

［５］消費者政策の推進体制 ··············································· 19

１．国の体制 ························································· 20

２．地方公共団体の体制／消費生活センター ····························· 20

３．独立行政法人国民生活センター ····································· 25

４．消費者団体、事業者団体等 ········································· 26

［６］消費者関連法制 ····················································· 33

１．消費者契約法 ····················································· 33

２．消費者安全法 ····················································· 35

３．特定商取引に関する法律（特定商取引法） ··························· 37

４．不当景品類及び不当表示防止法（景品表示法） ······················· 42

５．製造物責任法 ····················································· 44

６．民法 ····························································· 45

（参考）成年後見制度 ··················································· 46

凡例

１ 年号表記

・原則として西暦表記を用いています。

２ 法令名

・原則として、初回の記述では、以下のような表記を用いています。

正式名称（略称、公布年月日、最終改正（公布）年月日）

・２回目以降の記述では、略称を用いています。

３ その他

・この冊子におけるデータ等の内容は、原則として2013年11月末日時点

の情報に基づいています。

○｢ハンドブック消費者」への御意見・御感想はこちらからお

寄せください。

https://form.caa.go.jp/shohisha/opinion-0002.php

※ウェブにてキーワード「ハンドブック消費者」で検索も可能

i

目 次

はじめに

Ⅰ．我が国の消費者政策 ···················································· 1

［１］消費者問題の推移と消費者政策 ········································ 3

［２］消費者基本法 ························································ 5

１．消費者保護基本法から消費者基本法へ ································ 5

２．法律の概要（主な改正点） ·········································· 5

（参考）１.「消費者の権利」 ············································· 7

２.「消費者の権利」と基本的施策との関係 ························· 8

３．ケネディ大統領の４つの権利 ·································· 8

４．国際消費者機構（ＣＩ）の８つの権利と５つの責任 ·············· 8

３．消費者白書の刊行 ·················································· 9

［３］消費者庁・消費者委員会の設置 ······································· 10

１．消費者庁・消費者委員会設置の経緯 ································· 10

２．消費者庁について ················································· 12

３．消費者委員会について ············································· 13

（参考）消費者委員会における調査審議の主な成果 ························· 14

［４］「消費者基本計画」の概要 ············································ 16

１．「消費者基本計画」の全体構成 ······································ 16

２．消費者政策の基本的方向 ··········································· 16

３．重点施策の推進 ··················································· 17

４．「消費者基本計画」の検証・評価・監視 ······························ 17

（参考）消費者基本計画の概要 ··········································· 18

［５］消費者政策の推進体制 ··············································· 19

１．国の体制 ························································· 20

２．地方公共団体の体制／消費生活センター ····························· 20

３．独立行政法人国民生活センター ····································· 25

４．消費者団体、事業者団体等 ········································· 26

［６］消費者関連法制 ····················································· 33

１．消費者契約法 ····················································· 33

２．消費者安全法 ····················································· 35

３．特定商取引に関する法律（特定商取引法） ··························· 37

４．不当景品類及び不当表示防止法（景品表示法） ······················· 42

５．製造物責任法 ····················································· 44

６．民法 ····························································· 45

（参考）成年後見制度 ··················································· 46

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（参考）民法、消費者契約法の見直しの方向、論点 ························· 48

７．約款 ····························································· 49

８．計量法 ··························································· 50

［７］情報の収集・発信・通知、分析・原因究明の体制 ······················· 52

１．情報の収集・発信・通知 ··········································· 52

（1）消費者安全法第 12 条等に基づき通知される情報 ···················· 52

（2）ＰＩＯ－ＮＥＴ ················································· 53

（3）消費生活用製品安全法に基づき報告される重大製品事故に

関する情報 ······················································ 54

（4）事故情報データバンク ··········································· 54

（5）医療機関ネットワーク ··········································· 56

（6）消費者庁越境消費者センター（ＣＣＪ） ··························· 56

（7）リコールに関する情報収集及び情報提供 ··························· 56

２．情報の分析・原因究明 ············································· 57

（1）消費者安全調査委員会 ··········································· 57

（2）独立行政法人国民生活センター ··································· 58

（3）独立行政法人製品評価技術基盤機構 ······························· 59

（4）医薬品、医療機器等関係 ········································· 59

（5）独立行政法人農林水産消費安全技術センター ······················· 60

［８］消費者政策関連制度等 ··············································· 61

１．消費者支援功労者表彰制度 ········································· 61

２．消費生活に関する資格認定制度等 ··································· 61

Ⅱ．各分野における消費者政策 ············································· 63

《ⅰ》各種商品・サービス別の消費者政策 ··································· 65

［１］食品 ······························································· 65

１．食品の安全・安心の確保 ··········································· 65

（1）食品安全行政の体制 ············································· 65

（2）食品中の残留農薬等の規制 ······································· 67

（3）食品添加物等の規制 ············································· 69

（4）その他の規制 ··················································· 70

（5）リスクコミュニケーションの推進 ································· 71

（6）トレーサビリティの取組 ········································· 74

（7）輸入食品の安全性の確保 ········································· 75

２．広告その他の表示の適正化等 ······································· 76

（1）食品表示の一元化 ··············································· 76

（参考）食品表示一元化検討会報告書の概要 ······························· 77

（2）農林物資の規格化及び品質表示の適正化に関する法律（ＪＡＳ法） ··· 81

（3）食品・外食の原産地表示 ········································· 84

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（4）食品表示等問題への対応 ········································· 87

（5）有機食品の検査認証制度 ········································· 88

（6）遺伝子組換え食品 ··············································· 89

（7）食品の期限表示 ················································· 90

（8）アレルギー物質を含む食品 ······································· 90

（9）保健機能食品制度等（栄養機能食品、特定保健用食品） ············· 91

（参考）特別用途食品について ··········································· 92

（10）食品表示についての巡回調査 ···································· 93

［２］工業製品等 ························································· 95

１．製品安全４法 ····················································· 95

（1）消費生活用製品安全法 ··········································· 95

（2）液化石油ガスの保安の確保及び取引の適正化に関する法律 ··········· 97

（3）ガス事業法 ····················································· 99

（4）電気用品安全法 ················································· 99

２．日本工業規格表示制度（ＪＩＳマーク表示制度） ···················· 100

３．家庭用品（家庭用品品質表示法） ·································· 101

［３］金融商品等 ························································ 103

１．金融商品取引法 ·················································· 103

２．商品先物取引法 ·················································· 104

（参考）商品先物取引業者等の監督の基本的な指針 ························ 107

３．預金保険制度 ···················································· 107

４．金融商品の販売等に関する法律 ···································· 110

５．資金決済に関する法律 ············································ 111

６．保険業法 ························································ 113

７．未公開株の取引等 ················································ 114

８．偽造・盗難キャッシュカード等による被害の防止・救済 ·············· 115

（参考）少額投資非課税制度（ＮＩＳＡ） ································ 120

［４］不動産 ···························································· 121

１．不動産取引の適正化 ·············································· 121

（1）住宅の品質確保の促進等に関する法律 ···························· 121

（参考）住宅の品質確保の促進等に関する法律の概要 ······················ 122

（2）住宅瑕疵担保履行法 ············································ 123

（3）宅地建物取引業法 ·············································· 123

（4）一般財団法人不動産適正取引推進機構 ···························· 126

（5）不動産特定共同事業 ············································ 127

（6）賃貸住宅標準契約書 ············································ 127

（7）定期賃貸住宅標準契約書 ········································ 128

（8）賃貸住宅管理 ·················································· 129

（9）原状回復をめぐるトラブルとガイドライン ························ 130

（10）リフォーム対策 ··············································· 132

ii

（参考）民法、消費者契約法の見直しの方向、論点 ························· 48

７．約款 ····························································· 49

８．計量法 ··························································· 50

［７］情報の収集・発信・通知、分析・原因究明の体制 ······················· 52

１．情報の収集・発信・通知 ··········································· 52

（1）消費者安全法第 12 条等に基づき通知される情報 ···················· 52

（2）ＰＩＯ－ＮＥＴ ················································· 53

（3）消費生活用製品安全法に基づき報告される重大製品事故に

関する情報 ······················································ 54

（4）事故情報データバンク ··········································· 54

（5）医療機関ネットワーク ··········································· 56

（6）消費者庁越境消費者センター（ＣＣＪ） ··························· 56

（7）リコールに関する情報収集及び情報提供 ··························· 56

２．情報の分析・原因究明 ············································· 57

（1）消費者安全調査委員会 ··········································· 57

（2）独立行政法人国民生活センター ··································· 58

（3）独立行政法人製品評価技術基盤機構 ······························· 59

（4）医薬品、医療機器等関係 ········································· 59

（5）独立行政法人農林水産消費安全技術センター ······················· 60

［８］消費者政策関連制度等 ··············································· 61

１．消費者支援功労者表彰制度 ········································· 61

２．消費生活に関する資格認定制度等 ··································· 61

Ⅱ．各分野における消費者政策 ············································· 63

《ⅰ》各種商品・サービス別の消費者政策 ··································· 65

［１］食品 ······························································· 65

１．食品の安全・安心の確保 ··········································· 65

（1）食品安全行政の体制 ············································· 65

（2）食品中の残留農薬等の規制 ······································· 67

（3）食品添加物等の規制 ············································· 69

（4）その他の規制 ··················································· 70

（5）リスクコミュニケーションの推進 ································· 71

（6）トレーサビリティの取組 ········································· 74

（7）輸入食品の安全性の確保 ········································· 75

２．広告その他の表示の適正化等 ······································· 76

（1）食品表示の一元化 ··············································· 76

（参考）食品表示一元化検討会報告書の概要 ······························· 77

（2）農林物資の規格化及び品質表示の適正化に関する法律（ＪＡＳ法） ··· 81

（3）食品・外食の原産地表示 ········································· 84

iii

（4）食品表示等問題への対応 ········································· 87

（5）有機食品の検査認証制度 ········································· 88

（6）遺伝子組換え食品 ··············································· 89

（7）食品の期限表示 ················································· 90

（8）アレルギー物質を含む食品 ······································· 90

（9）保健機能食品制度等（栄養機能食品、特定保健用食品） ············· 91

（参考）特別用途食品について ··········································· 92

（10）食品表示についての巡回調査 ···································· 93

［２］工業製品等 ························································· 95

１．製品安全４法 ····················································· 95

（1）消費生活用製品安全法 ··········································· 95

（2）液化石油ガスの保安の確保及び取引の適正化に関する法律 ··········· 97

（3）ガス事業法 ····················································· 99

（4）電気用品安全法 ················································· 99

２．日本工業規格表示制度（ＪＩＳマーク表示制度） ···················· 100

３．家庭用品（家庭用品品質表示法） ·································· 101

［３］金融商品等 ························································ 103

１．金融商品取引法 ·················································· 103

２．商品先物取引法 ·················································· 104

（参考）商品先物取引業者等の監督の基本的な指針 ························ 107

３．預金保険制度 ···················································· 107

４．金融商品の販売等に関する法律 ···································· 110

５．資金決済に関する法律 ············································ 111

６．保険業法 ························································ 113

７．未公開株の取引等 ················································ 114

８．偽造・盗難キャッシュカード等による被害の防止・救済 ·············· 115

（参考）少額投資非課税制度（ＮＩＳＡ） ································ 120

［４］不動産 ···························································· 121

１．不動産取引の適正化 ·············································· 121

（1）住宅の品質確保の促進等に関する法律 ···························· 121

（参考）住宅の品質確保の促進等に関する法律の概要 ······················ 122

（2）住宅瑕疵担保履行法 ············································ 123

（3）宅地建物取引業法 ·············································· 123

（4）一般財団法人不動産適正取引推進機構 ···························· 126

（5）不動産特定共同事業 ············································ 127

（6）賃貸住宅標準契約書 ············································ 127

（7）定期賃貸住宅標準契約書 ········································ 128

（8）賃貸住宅管理 ·················································· 129

（9）原状回復をめぐるトラブルとガイドライン ························ 130

（10）リフォーム対策 ··············································· 132

iv

（11）マンション管理 ··············································· 133

（12）定期借家制度 ················································· 135

（13）建設工事紛争審査会 ··········································· 136

（14）高齢者の住環境 ··············································· 137

（参考）老人福祉法 ···················································· 137

（参考）高齢者の居住の安定確保に関する法律 ···························· 138

（参考）高齢者向け住まいを選ぶ前に-消費者向けガイドブック ············· 139

２．広告その他の表示の適正化等 ······································ 139

（1）住宅性能表示制度 ·············································· 139

（2）建物部品の防犯性能 ············································ 139

［５］保健・医療・福祉 ·················································· 143

１．医薬品・医療機器等 ·············································· 143

（1）各種商品と薬事法との関連 ······································ 143

（2）回収制度 ······················································ 145

（3）患者用の説明文書の公開 ········································ 145

（4）医薬品副作用被害救済制度等 ···································· 146

２．保健・福祉サービス ·············································· 147

（1）クリーニング業、理容業、美容業、一般飲食店営業及びめん類飲食店

営業の標準営業約款（Ｓマーク） ································ 147

（2）クリーニング業のＬＤマーク ···································· 148

（3）エステティック ················································ 149

［６］運輸 ······························································ 151

１．車両・乗り物 ···················································· 151

（1）リコール制度 ·················································· 151

（2）自動車アセスメント等 ·········································· 152

２．運輸・運送サービス ·············································· 153

（1）運輸・運送、旅客運送 ·········································· 153

（2）貨物運送 ······················································ 155

［７］その他のサービス ·················································· 158

１．旅行業 ·························································· 158

２．警備業 ·························································· 159

３．探偵業 ·························································· 159

４．ペットに関するサービス ·········································· 160

《ⅱ》取引全般に関する消費者政策 ········································ 162

［１］消費者トラブルが発生しやすい商法 ·································· 162

（参考）無限連鎖講（ねずみ講） ········································ 164

（参考）「劇場型勧誘」 とは？ ·········································· 164

［２］クーリング・オフ制度 ·············································· 166

１．クーリング・オフ制度 ············································ 166

v

２．クーリング・オフの手続方法 ······································ 167

（参考）クーリング・オフ制度の一覧 ···································· 168

［３］架空請求・不当請求トラブルへの対応 ································ 170

［４］消費者信用取引 ···················································· 172

１．消費者信用の仕組み ·············································· 172

（参考）公益財団法人日本クレジットカウンセリング協会 ·················· 174

２．販売信用 ························································ 176

３．消費者金融 ······················································ 178

４．個人信用情報機関 ················································ 179

５．多重債務問題への対応 ············································ 181

《ⅲ》消費者の権利の尊重と消費者の自立の支援 ···························· 184

［１］消費者教育・啓発活動 ·············································· 184

１．消費者教育の概要 ················································ 184

（1）消費者教育推進法の概要 ········································ 185

（2）学校における消費者教育の推進 ·································· 186

（3）地域における消費者教育の推進 ·································· 186

（参考）消費者教育推進法が求める「地域における消費者教育の推進」 ······ 187

（参考）公益財団法人消費者教育支援センター ···························· 188

２．各分野の消費者教育 ·············································· 189

（1）食育の推進 ···················································· 189

（2）法教育 ························································ 192

（3）環境教育 ······················································ 193

（4）金融教育 ······················································ 194

（5）メディアリテラシーの向上 ······································ 197

３．啓発活動の概要 ·················································· 199

［２］被害の拡大防止、救済と苦情処理・紛争処理 ·························· 207

１．消費者団体訴訟制度 ·············································· 207

２．集団的消費者被害回復に係る訴訟制度 ····························· 212

３．財産犯等の犯罪収益の剥奪及び被害回復 ···························· 213

（1）被害回復給付金支給制度 ········································ 213

（2）振り込め詐欺救済法 ············································ 214

４．製造物責任法と関連施策 ·········································· 216

５．損害賠償制度のあるマーク制度 ···································· 218

（1）ＢＬマーク ···················································· 218

（2）その他のマーク付損害賠償制度 ·································· 220

６．リコール制度 ···················································· 222

（1）国土交通省 ···················································· 222

（2）厚生労働省 ···················································· 223

（3）経済産業省 ···················································· 223

iv

（11）マンション管理 ··············································· 133

（12）定期借家制度 ················································· 135

（13）建設工事紛争審査会 ··········································· 136

（14）高齢者の住環境 ··············································· 137

（参考）老人福祉法 ···················································· 137

（参考）高齢者の居住の安定確保に関する法律 ···························· 138

（参考）高齢者向け住まいを選ぶ前に-消費者向けガイドブック ············· 139

２．広告その他の表示の適正化等 ······································ 139

（1）住宅性能表示制度 ·············································· 139

（2）建物部品の防犯性能 ············································ 139

［５］保健・医療・福祉 ·················································· 143

１．医薬品・医療機器等 ·············································· 143

（1）各種商品と薬事法との関連 ······································ 143

（2）回収制度 ······················································ 145

（3）患者用の説明文書の公開 ········································ 145

（4）医薬品副作用被害救済制度等 ···································· 146

２．保健・福祉サービス ·············································· 147

（1）クリーニング業、理容業、美容業、一般飲食店営業及びめん類飲食店営業

の標準営業約款（Ｓマーク） ···································· 147

（2）クリーニング業のＬＤマーク ···································· 148

（3）エステティック ················································ 149

［６］運輸 ······························································ 151

１．車両・乗り物 ···················································· 151

（1）リコール制度 ·················································· 151

（2）自動車アセスメント等 ·········································· 152

２．運輸・運送サービス ·············································· 153

（1）運輸・運送、旅客運送 ·········································· 153

（2）貨物運送 ······················································ 155

［７］その他のサービス ·················································· 158

１．旅行業 ·························································· 158

２．警備業 ·························································· 159

３．探偵業 ·························································· 159

４．ペットに関するサービス ·········································· 160

《ⅱ》取引全般に関する消費者政策 ········································ 162

［１］消費者トラブルが発生しやすい商法 ·································· 162

（参考）無限連鎖講（ねずみ講） ········································ 164

（参考）「劇場型勧誘」 とは？ ·········································· 164

［２］クーリング・オフ制度 ·············································· 166

１．クーリング・オフ制度 ············································ 166

v

２．クーリング・オフの手続方法 ······································ 167

（参考）クーリング・オフ制度の一覧 ···································· 168

［３］架空請求・不当請求トラブルへの対応 ································ 170

［４］消費者信用取引 ···················································· 172

１．消費者信用の仕組み ·············································· 172

（参考）公益財団法人日本クレジットカウンセリング協会 ·················· 174

２．販売信用 ························································ 176

３．消費者金融 ······················································ 178

４．個人信用情報機関 ················································ 179

５．多重債務問題への対応 ············································ 181

《ⅲ》消費者の権利の尊重と消費者の自立の支援 ···························· 184

［１］消費者教育・啓発活動 ·············································· 184

１．消費者教育の概要 ················································ 184

（1）消費者教育推進法の概要 ········································ 185

（2）学校における消費者教育の推進 ·································· 186

（3）地域における消費者教育の推進 ·································· 186

（参考）消費者教育推進法が求める「地域における消費者教育の推進」 ······ 187

（参考）公益財団法人消費者教育支援センター ···························· 188

２．各分野の消費者教育 ·············································· 189

（1）食育の推進 ···················································· 189

（2）法教育 ························································ 192

（3）環境教育 ······················································ 193

（4）金融教育 ······················································ 194

（5）メディアリテラシーの向上 ······································ 197

３．啓発活動の概要 ·················································· 199

［２］被害の拡大防止、救済と苦情処理・紛争処理 ·························· 207

１．消費者団体訴訟制度 ·············································· 207

２．集団的消費者被害回復に係る訴訟制度 ····························· 212

３．財産犯等の犯罪収益の剥奪及び被害回復 ···························· 213

（1）被害回復給付金支給制度 ········································ 213

（2）振り込め詐欺救済法 ············································ 214

４．製造物責任法と関連施策 ·········································· 216

５．損害賠償制度のあるマーク制度 ···································· 218

（1）ＢＬマーク ···················································· 218

（2）その他のマーク付損害賠償制度 ·································· 220

６．リコール制度 ···················································· 222

（1）国土交通省 ···················································· 222

（2）厚生労働省 ···················································· 223

（3）経済産業省 ···················································· 223

vi

７．民事事件の裁判手続 ·············································· 224

（1）民事訴訟 ······················································ 224

（2）簡易裁判所における手続 ········································ 224

８．裁判外紛争解決手続（ＡＤＲ） ···································· 225

（1）裁判外紛争解決手続の利用の促進に関する法律（ＡＤＲ法） ········ 225

（2）金融分野における裁判外の紛争解決制度（金融ＡＤＲ制度） ········ 226

（3）国民生活センター紛争解決委員会 ································ 227

９．日本司法支援センター ············································ 228

10．地方公共団体による救済と苦情処理・紛争処理 ······················ 229

《ⅳ》公正かつ自由な競争の促進 ·········································· 230

［１］公正かつ自由な競争の促進 ·········································· 230

１．私的独占の禁止及び公正取引の確保に関する法律（独占禁止法） ······ 230

２．不正競争防止法 ·················································· 230

３．著作物再販適用除外制度 ·········································· 231

４．公益通報者保護制度 ·············································· 232

《ⅴ》物価・公共料金 ···················································· 234

［１］物価 ······························································ 234

［２］公共料金 ·························································· 235

（参考）消費税 ························································ 236

《ⅵ》経済社会の発展等の環境変化への対応 ································ 239

［１］環境の保全への配慮 ················································ 239

１．環境に関する表示 ················································ 239

（1）エコマーク事業 ················································ 239

（2）グリーンマーク事業 ············································ 240

（3）省エネルギー情報提供事業 ······································ 241

（4）国際エネルギースタープログラム ································ 242

（5）建築環境総合性能評価システム ·································· 242

（6）グリーン購入ネットワーク ······································ 245

２．消費者啓発及び教育の充実と関係主体間のネットワーク化 ············ 246

（1）地球温暖化防止国民運動の推進 ·································· 246

（2）循環型社会に向けた３Ｒの普及啓発 ······························ 248

（3）食品ロス削減に係る取組 ········································ 249

（4）環境カウンセラーの人材情報提供 ································ 250

３．化学製品 ························································ 251

（1）リスク評価 ···················································· 251

（2）リスク管理 ···················································· 253

（3）リスクコミュニケーション ······································ 253

vii

４．廃棄物・リサイクル等に関する制度 ································ 256

（1）廃棄物に関する法制度 ·········································· 256

（2）市町村が定めるごみ出しのルール ································ 256

（3）家電リサイクル等について ······································ 256

［２］高度情報通信社会の進展への対応 ···································· 258

１．インターネット取引 ·············································· 258

（1）電子消費者契約及び電子承諾通知に関する民法の特例に関する法律 ·· 258

（2）電子商取引及び情報財取引等に関する準則 ························ 259

（3）越境消費者取引を原因とするトラブルに対する取組 ················ 261

（4）決済手段の発展に伴う消費者のための環境整備 ···················· 261

２．インターネットによる広告・表示等 ································ 262

（1）電気通信サービスの広告表示に関する自主基準等の取組 ············ 262

（2）インターネット取引における表示 ································ 263

（3）迷惑メール対策 ················································ 264

３．情報通信に関する利用環境の整備 ·································· 265

（1）電気通信事業法 ················································ 265

（2）情報セキュリティに関する知識の普及 ···························· 267

（3）スマートフォン等を安全・安心して利用できる環境の整備 ·········· 267

（4) オンラインゲームにおける景品規制 ······························ 268

４．インターネット上の違法・有害情報 ································ 269

（1）インターネット上の違法・有害情報対策 ·························· 269

（2）特定電気通信役務提供者の損害賠償責任の制限及び発信者情報の開示に関

する法律 ······················································ 273

５．インターネットを介した詐欺被害や個人情報保護 ···················· 274

（1）個人情報の保護に関する法律 ···································· 274

（別表 1）個人情報保護に関するガイドライン等一覧 ························ 277

（別表 2）国の個人情報保護窓口 ·········································· 281

（別表 3）地方公共団体における個人情報保護担当課一覧 ···················· 282

（2）フィッシングの防止 ············································ 287

（3）不正アクセス行為の禁止等に関する法律 ·························· 288

（4）携帯音声通信事業者による契約者等の本人確認等及び携帯音声通信役務の

不正な利用の防止に関する法律 ·································· 288

（参考）ソーシャルゲーム ··············································· 289

（参考）サクラサイト商法 ··············································· 290

［３］国際的な連携の確保のための枠組み ·································· 291

１．コーデックス委員会 ·············································· 291

２．ＯＥＣＤ／ＣＣＰ（消費者政策委員会） ···························· 292

３．ＩＣＰＥＮ（消費者保護及び執行のための国際ネットワーク） ········ 293

４．日中韓消費者政策協議会 ·········································· 294

５．ＣＩ（国際消費者機構） ·········································· 294

vi

７．民事事件の裁判手続 ·············································· 224

（1）民事訴訟 ······················································ 224

（2）簡易裁判所における手続 ········································ 224

８．裁判外紛争解決手続（ＡＤＲ） ···································· 225

（1）裁判外紛争解決手続の利用の促進に関する法律（ＡＤＲ法） ········ 225

（2）金融分野における裁判外の紛争解決制度（金融ＡＤＲ制度） ········ 226

（3）国民生活センター紛争解決委員会 ································ 227

９．日本司法支援センター ············································ 228

10．地方公共団体による救済と苦情処理・紛争処理 ······················ 229

《ⅳ》公正かつ自由な競争の促進 ·········································· 230

［１］公正かつ自由な競争の促進 ·········································· 230

１．私的独占の禁止及び公正取引の確保に関する法律（独占禁止法） ······ 230

２．不正競争防止法 ·················································· 230

３．著作物再販適用除外制度 ·········································· 231

４．公益通報者保護制度 ·············································· 232

《ⅴ》物価・公共料金 ···················································· 234

［１］物価 ······························································ 234

［２］公共料金 ·························································· 235

（参考）消費税 ························································ 236

《ⅵ》経済社会の発展等の環境変化への対応 ································ 239

［１］環境の保全への配慮 ················································ 239

１．環境に関する表示 ················································ 239

（1）エコマーク事業 ················································ 239

（2）グリーンマーク事業 ············································ 240

（3）省エネルギー情報提供事業 ······································ 241

（4）国際エネルギースタープログラム ································ 242

（5）建築環境総合性能評価システム ·································· 242

（6）グリーン購入ネットワーク ······································ 245

２．消費者啓発及び教育の充実と関係主体間のネットワーク化 ············ 246

（1）地球温暖化防止国民運動の推進 ·································· 246

（2）循環型社会に向けた３Ｒの普及啓発 ······························ 248

（3）食品ロス削減に係る取組 ········································ 249

（4）環境カウンセラーの人材情報提供 ································ 250

３．化学製品 ························································ 251

（1）リスク評価 ···················································· 251

（2）リスク管理 ···················································· 253

（3）リスクコミュニケーション ······································ 253

vii

４．廃棄物・リサイクル等に関する制度 ································ 256

（1）廃棄物に関する法制度 ·········································· 256

（2）市町村が定めるごみ出しのルール ································ 256

（3）家電リサイクル等について ······································ 256

［２］高度情報通信社会の進展への対応 ···································· 258

１．インターネット取引 ·············································· 258

（1）電子消費者契約及び電子承諾通知に関する民法の特例に関する法律 ·· 258

（2）電子商取引及び情報財取引等に関する準則 ························ 259

（3）越境消費者取引を原因とするトラブルに対する取組 ················ 261

（4）決済手段の発展に伴う消費者のための環境整備 ···················· 261

２．インターネットによる広告・表示等 ································ 262

（1）電気通信サービスの広告表示に関する自主基準等の取組 ············ 262

（2）インターネット取引における表示 ································ 263

（3）迷惑メール対策 ················································ 264

３．情報通信に関する利用環境の整備 ·································· 265

（1）電気通信事業法 ················································ 265

（2）情報セキュリティに関する知識の普及 ···························· 267

（3）スマートフォン等を安全・安心して利用できる環境の整備 ·········· 267

（4) オンラインゲームにおける景品規制 ······························ 268

４．インターネット上の違法・有害情報 ································ 269

（1）インターネット上の違法・有害情報対策 ·························· 269

（2）特定電気通信役務提供者の損害賠償責任の制限及び発信者情報の開示

に関する法律 ·················································· 273

５．インターネットを介した詐欺被害や個人情報保護 ···················· 274

（1）個人情報の保護に関する法律 ···································· 274

（別表 1）個人情報保護に関するガイドライン等一覧 ························ 277

（別表 2）国の個人情報保護窓口 ·········································· 281

（別表 3）地方公共団体における個人情報保護担当課一覧 ···················· 282

（2）フィッシングの防止 ············································ 287

（3）不正アクセス行為の禁止等に関する法律 ·························· 288

（4）携帯音声通信事業者による契約者等の本人確認等及び携帯音声通信

役務の不正な利用の防止に関する法律 ···························· 288

（参考）ソーシャルゲーム ··············································· 289

（参考）サクラサイト商法 ··············································· 290

［３］国際的な連携の確保のための枠組み ·································· 291

１．コーデックス委員会 ·············································· 291

２．ＯＥＣＤ／ＣＣＰ（消費者政策委員会） ···························· 292

３．ＩＣＰＥＮ（消費者保護及び執行のための国際ネットワーク） ········ 293

４．日中韓消費者政策協議会 ·········································· 294

５．ＣＩ（国際消費者機構） ·········································· 294

viii

６. ＩＳＯ（国際標準化機構）／ＣＯＰＯＬＣＯ（消費者政策委員会）

－国際標準化への対応－ ······································ 295

［４］災害発生時の対応 ·················································· 297

（1）緊急措置 ······················································· 297

（2）被災者支援 ····················································· 298

（3）災害関連のトラブルとその対応 ··································· 301

（参考）東日本大震災に係る対応 ······································· 301

［５］放射能と消費生活 ·················································· 303

１．放射能とリスクコミュニケーション等 ······························ 303

２．放射性物質検査体制の整備と情報提供 ······························ 304

【参考資料】 ···························································· 307

［１］関連法令及びその所管府省庁の一覧 ·································· 309

［２］全国の消費生活条例の制定・改正状況 ································ 329

［３］消費者問題年表 ···················································· 331

［４］消費者政策担当部局 ················································ 345

・国の消費者政策担当課室 ·········································· 345

・国の消費者政策担当課室（地域別） ································ 346

・都道府県・政令指定都市の消費者政策担当課室 ······················ 350

［５］国民生活センター及び消費生活センター ······························ 353

・独立行政法人国民生活センター ···································· 353

・都道府県・市町村等の消費生活センター ···························· 353

［６］ウェブサイトアドレス一覧 ·········································· 372

・各府省庁等のウェブサイトアドレス一覧 ···························· 372

・地方公共団体のウェブサイトアドレス一覧 ·························· 373

【索引】 ································································ 375

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我が国の消費者政策

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