AUTHORITIES will not be ‘shy’ of prosecuting those businesses that violate the legal and statutory rights that are assigned to consumers, Housing Minister Irfaan Ali declared yesterday as he kicked off World Consumer Rights’ Day (WCRD) 2013.

This day is celebrated the world over every March 15 and sees the global consumer movement unite for a day of action around a common campaign theme, which happens this year to be, “Consumer Justice Now”!
Ali, along with Director of the Competition and Consumer Affairs Commission (CCAC) Seema Rambaran, hosted a press conference yesterday at the International Conference Centre, Liliendaal, just before a planned symposium there.
It was here that the minister also launched the CCAC’s guidelines on the return of goods, which contain details on consumer rights and the obligations of suppliers in line with the Consumer Affairs Act, 2011 (CAA).

Returned goods
Explaining a bit how returned goods are dealt with, Ali said suppliers are entitled to sell such goods as new and charge the original price. They may also charge a restocking fee of up to 10 percent of the price of the returned goods.
Consumers may “opt” to make an exchange with another item rather than obtaining a refund. “A number of consumers would tell you that that if you take back your goods, you cannot get cash refund,” the minister noted, but the consumer can choose to exchange or not.
“There are legal and statutory rights that are assigned to the consumer. And we are not shy of prosecuting,” he said.
According to Ali, an effective online system for interaction with consumers who have complaints is being looked at. For customers to be protected, he said, they must understand that they have responsibilities and be more vigilant, especially when making purchases.
According to Rambaran, the CCAC is authorized by law to enforce the CAA in Guyana and there is a wealth of information outlined in the law that consumers ought to know when shopping.

The implementation of this law gives consumers greater responsibilities in order to uphold their rights. Further, there are penalties under the law imposed on businesses who contravene the law, Rambaran informed. “The commission is committed to ensuring that all consumers and suppliers in Guyana are well versed in their rights and responsibilities as outlined by the CAA.”

Restocking fee
On the issue of returning goods, Rambaran said suppliers ought to post signs in their store if they are charging a restocking fee on items so as to notify consumers of the store policy.
Stores must give either a manufacturer’s warranty or a six months warranty if there is no manufacturer’s warranty, she said.
Rambaran observed that an informed consumer can make informed choices when it comes to purchases.
If a product is sold based on weight and measurement, she said, the consumer has the right to weigh the item before it is actually purchased. “If a business continually contravenes the law, the commission can work with the courts to impose a fine and in some cases, imprisonment is also a part of retribution,” she said.

Consumer complaints
Consumers can go directly into the CCAC’s office located at the National Exhibition Centre, Sophia, to lodge complaints. “It’s a very short process. There are personnel available to speak with consumers as soon as they walk in, to take their statement,” Rambaran explained.
But she said the process will be much easier and faster if the complainant has documentation. The CCAC will follow-up with the case and keep in touch with the consumer on the investigation process.
She said the commission is developing its website and will soon be able to accept complaints and follow-up with consumers online.