CAC Advises Consumers on Resolving Complaints

With the back-to-school rush in full swing, thousands of Jamaicans are spending on uniforms, shoes, textbooks, bags, laptops, and other school essentials.

However, what options do consumers have if a product is defective, the wrong size, or not as advertised?

Dissatisfied consumers are being encouraged to voice their concerns respectfully to merchants and vendors and, where necessary, through the appropriate channels, such as the Consumer Affairs Commission (CAC).

Speaking on the Jamaica Information Service (JIS) television programme, ‘Get the Facts’, Communications Specialist at the CAC, Dorothy Campbell, outlined the process for lodging a consumer complaint.

She told JIS News that the first step in resolving a dispute is to have a copy of the receipt readily available.

“That will tell us the date of purchase, where you purchased [the item(s)], what you purchased, how much you paid, and any additional fees. So we ask consumers to always retain your receipts, in the event that you have a dispute.. because that’s the first line of evidence,” she added.

Ms. Campbell also urges consumers to use their smartphones to take a photograph of their receipt immediately after making a purchase, while still at the checkout counter.

“Don’t wait, because you might forget. So the minute you get your receipt, just pop out your phone, take a picture, and retain it. That can be transmitted as a proper receipt, in the event that it fades,” she emphasised.

Ms. Campbell further advises that consumers should first attempt to resolve the issue directly with the vendor.

“Go back to your retailer, supplier or seller and say – ‘I need to have an exchange’. [Indicate] succinctly, calmly, and respectfully… what the error is and what outcome you expect. Thereafter, ask whether that [option] is available to you,” she informed.

“If [you] hit a brick wall, then call the Consumer Affairs Commission and say, ‘this is my problem… this is what I sought from the retailer, [but] I’m getting nowhere… I need your assistance’. That’s when we ask, ‘may we have your receipt to give us the details, a date, and so on’, and we will investigate,” she added.

Ms. Campbell said the next step taken by the CAC is to contact the retailer, “because we need information to corroborate both sides of the story. We need to get the facts. So, we call the retailer and weigh both sides to determine whether there was a breach.”

“In this [case], it is really moral suasion, and the complaint officers are very good at this. When they talk to the retailers to say, ‘listen, this is something that is needed. It’s not an arbitrary purchase. She’s purchasing uniforms, made an error with the wrong shade. Can you do something?’ Very often it may require added fees. For instance, if it’s a hardware item, you may have to pay a restocking fee,” she explained.

“Something as simple as a uniform fabric, they may, with moral suasion, exchange that for you. If, in fact, it’s a defective shoe, then we will insist that the retailer has to exchange that item and give them a better product. We’ve had to do that [on occasions], as long as there’s a receipt and the item is in [the] condition that it was purchased,” she added.

Ms. Campbell further encouraged consumers to address their complaints promptly, emphasising ,“don’t wait for too long.”

“Many stores don’t retain records for too long. They may change their staff. You may have disputes with one manager… [and] that manager [may be] transferred to another branch. So it benefits the consumer to do a timely complaint. As soon as you realise that you’ve had a problem with that purchase, go ahead and call the store and let us know if you have a problem,” she stated.

The Communications Specialist also disclosed that consideration is given to vendors as well.

“We’ve had cases… where the bottom of a shoe fell off way too soon. But it was treated in a poor manner, because you could tell that the child has been kicking everything in front of him [or her] for a couple of weeks, or maybe a month. So it is very difficult in an economy like ours to insist at that point, on that particular case, that the store owner should take those shoes back. But sometimes our complaint officer [is able to negotiate] a discount on a second purchase, or [another form of accommodation]. So the human factor comes into play, not [just] the legislation,” she stated.

Ms. Campbell indicated that the CAC has undertaken public education initiatives within the business community.

“In the first six months, I think we’ve had like over 300 interfaces with businesses. We also educate them about the laws, what is expected of them, how can they do preventative, proactive work within their business model so that they can reduce the number of complaints they would get. So, we are also engaged in that kind of interaction; but the Consumer Affairs Commission… is mandated to seek redress on behalf of consumers,” she stated.

Meanwhile, the Communication Specialist reminds business owners that consumer protection is a tripartite relationship.

“You have a responsibility to sell safe products. You have a responsibility to give full information. Consumers, remember, do your due diligence; check your receipts… hold on to them. Ensure that you check the currency in which you have purchased at the point of sale, and always go back to your retailer if you have a problem. If nothing happens there, come to the Consumer Affairs Commission,” Ms. Campbell stated.