By Richard Bhainie

THE Consumer Affairs Unit (CAU) of the Competition and Consumer Affairs Commission has so far received 434 complaints for 2020, and so far, 44 per cent of those matters have been resolved.

During a recent interview with the Sunday Chronicle, Rusante Perry, an economist at the Consumer Affairs Unit, related that the low rate of resolving/addressing the complaints is largely due to the COVID-19 pandemic, and ongoing negotiations between the Commission and suppliers.

In comparison to the previous year, there is a decline rate of 24.6 per cent as it relates to complaints received by the Commission, as there were 576 complaints received in 2019; there is a 16 per cent decline in resolution rates.

Perry explained that the pandemic has hindered the Commission’s operations.

“Usually, we have a lot of in-house meetings; also, we would visit the supplier’s locations and all of that. However, because of COVID-19, we have been restricted,” Perry explained.

She added: “We had a lot of complaints against LIAT that are yet to be resolved. Lately, they would have stated their intention to resume their service, so we are still in contact, as it relates to what are they going to do to resolve these queries for consumers.”

During 2020, the Commission received complaints against defective items; airlines, specifically in relation to LIAT; suppliers failing to respond to consumers; and supplier’s failure to deliver products and services.

“For example, during the COVID-19 pandemic, where persons would have paid for a wedding hall or decorating services but were not able to keep events, that’s the nature of the complaints,” Perry explained

SUCCESS IN ADVOCACY

The Commission has embarked on an extensive campaign aimed at increasing awareness in relation to consumer rights and responsibilities. In 2018, the Consumer Affairs Unit received 282 complaints, which spiked in 2019 at 576. And even though the rate declined in 2020, there are more complaints in 2020 than there were in 2018.

Perry explained that the increase of cases from 2018 to now is credited to the increased advocacy and public awareness of the Commission. The Commission has been running a social media campaign to reach persons far and wide, as well as a radio programme on Wednesdays and Fridays, which has seen positive feedback from consumers.

“Through social media, we have been able to reach more persons. And most persons are surprised to know their rights, because persons think in Guyana, you can’t do returns or refunds, so they receive the information very well, knowing that should they purchase something, and they have any issue, there is somewhere they can go to seek redress,” Perry explained.

The Commission has placed special emphasis on the importance of collecting receipts, as it is not only a vital part for the consumer in their transactions, but for the Commission as well, since proof of purchase must be submitted for an investigation to commence.

“Another topic that we know causes a lot of stir would be warranty; we have been advising consumers to demand six months warranty,” Perry said, adding: “As a consumer, something that you have to find out from the supplier is how much warranty they are providing; if it’s less than six months, then you should demand, in a polite manner, six months.”

COMPLAINTS PROCEDURE

When a consumer approaches the Consumer Affairs Unit, they are required to file a written complaint, or they can also utilise the option of filing that complaint Online. Once the Commission receives the complaint, it is reviewed to ensure that the supplier is contravening a section of the Consumer Protection legislation.

Upon verification of the breach of the legislation, the matter is passed on to the investigator, who would further review the complaint to assess whether fault is attributed to the supplier, the manufacturer, or is due to the consumer’s negligence.

“A lot of the complaints, for example, which involves a defective product, we would hire an independent expert to do a diagnosis. Once that diagnosis is completed, we would then be able to resolve that issue,” Perry explained.

Perry noted that in some cases where suppliers fail to comply with the Commission after intensive investigation and correspondence with the suppler, the complaint is forwarded to the Board of Commissioners for a hearing.

Once the hearing is concluded, a ruling is served, with which the supplier is required to comply; if there is still non-compliance, then the case is sent to the court.

Perry explained that the Commission is also trying to get suppliers on board, so that they are aware of their responsibilities and duties. The Consumer Affairs Unit (CAU) of the Competition and Consumer Affairs Commission is charged with the Legal mandate of administering and enforcing the Consumer Affairs Act #13 of 2011 (CAA), with purview of durable goods and services.

The Consumer Affairs Act protects consumers from being unfairly treated by businesses, and also provides a legal framework which businesses can utilise to pattern their modus operandi after.

Their advocacy campaigns focuses on educating consumers in relation to their rights and responsibilities, such as their right to return, refund, safety, choice, installation, to be heard, and most importantly, their right of redressal.

CAPTION: Photo saved as: Rusante Perry
Rusante Perry, an economist at the Consumer Affairs Unit, Competition and Consumer Affairs Commission