The Competition and Consumer Affairs Commission (CCAC)
CONSUMER HANDBOOK CON S RIG UMER HTS
BE A SAVVY CONSUMER!
Purpose of this handbook Access to information is your right and the Competition and Consumer Affairs Commission's (CCAC) responsibility under the law. Being an informed shopper is one basic way in which consumers can safeguard themselves from practices that may affect their rights. This handbook seeks to present essential information that will empower every consumer to make informed choices when shopping. The Consumer Affairs Act No.13 of 2011 (CAA) only covers services and durable (nonperishable) products.
IS EVERYBODY'S BUSINESS! 1
Brief History & Structure of the Competition and Consumer Affairs Commission The Competition and Consumer Affairs Commission (CCAC) was established in 2006 and became fully operational in 2010. The Commission functions objectively in executing the laws governing two acts, namely the Competition and Fair Trading Act NO.11 of 2006 (CFTA) and the Consumer Affairs Act NO.13 of 2011 (CAA). The CCAC comprises two technical units: The Consumer Affairs Unit and the Competition Policy Unit.
RIGHTS OF THE CONSUMERS Ÿ
The Right To Safety
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The Right To Choose
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The Right To Information
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The Right To Be Heard
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The Right To Redressal
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The Right To Consumer Education
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The Right For Basic Needs
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The Right For Healthy Environment 2
KNOW Y CONSU OUR M RIGHTS ER !
Tips for Consumers Receipts Consumer know your rights: After a purchase of a good or service you must be provided with a receipt detailing: § Purchase price inclusive of Value Added Tax (Vat) separately. § The date of purchase § A description of your good or service.
Why a receipt is important: It is accepted as sufficient proof of purchase. Your receipt can also be used to facilitate a return or a refund.
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Every product purchased should have at least a six months warranty Every Consumer should receive value for their money. Consumers, check your product to ensure you are not sold a defective item and you are issued with at least a six (6) months warranty on your product. A warranty is an assurance or commitment by the supplier or manufacturer that in the event the product becomes defective a form of redress is offered during the warranty period.
Consumers you have a right to a refund All consumers have the right to a refund, stores cannot take away that right claiming they have a “NO REFUND” policy or displaying a “NO REFUND” or “GOODS NOT RETURNABLE” sign. It is an offence.
warranty 4
Can goods be returned Yes! A consumer may return a good providing that the purpose for which the good(s) were bought have changed or ceased to exist immediately after the purchase.
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Conditions for an Exchange or a Refund Ÿ
Consumers you have up to seven (7) days to return the product unused, not tampered with and must be in its original package. You can be charged up to a 10% restocking fee, no more! If you cancel a layaway transaction, you are entitled to be refunded 75% of your down payment.
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Always read before signing and get informed advice when necessary The purchase of a home or a vehicle is costly and therefore it is important that you ensure the process is transparent and you are informed as to all the conditions so that you are not taken advantage of by the supplier. Here are a few tips to consider: § Always get several estimates for any major purchase or service contract. § Shop around before you decide. § Never sign a contract without reading it first. Do not sign a blank contract that a salesperson says will be completed later. If there is anything which you do not understand, insist that it is explained to you. You can always ask to show the contract to a friend for advice before signing. § Always keep your receipts, waranty and contract. They will be vital if problems arise. § Always check the product thoroughly before buying it or when it is delivered to your home. 6
VEHICLE INSPECTION CHECKLIST!!! For a number of years the highest value of complaints received by the CCAC has been pertaining to the purchasing of vehicles by unsatisfied consumers. We have put together a checklist to aid consumers in ensuring that they receive value for their money! If you are purchasing a vehicle, an inspection checklist is included for you to take to a mechanic to use for checking the vehicle before you finalise your purchase. This process is very important! GENERAL CONDITION GOOD FAIR POOR
PARTICULARS
REMARKS
BATTERY AND STARTING INTERIOR CHECKS TRANSMISSION (AUTO/MANUAL) COOLING SYSTEM AIR CONDITIONING SYSTEM BREAKING SYSTEM DRIVABILITY ENGINE OPERATION OIL LEAK(S) EXTERIOR (BODY/CHASSIS) ELECTRICAL BODY CONDITION TYRES SUSPENSIONS DRIVE BELTS FLUID LEVEL EXHAUST SYSTEM HANGERS CHASSIS CONDITION
OVERALL RATINGS
PASS
FAIL
GENERAL REMARKS:
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How to make a complaint to the CCAC If you feel disenfranchised by the purchase of a good or service and you wish to seek some form of redress, the following process should be followed: Before making a complaint to the Commission. 1. Talk to the business that you are having an issue with, ensuring that you get the names of the individuals you speak with. 2. Be sure to speak politely and clearly explaining what the problem is, and how you would like the business to resolve it. 3. If both parties cannot come to a mutually agreeable solution, then you should seek redress with the Consumer Affairs Unit of the Competition and Consumer Affairs Commission.
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Making the complaint 1. Make contact with the Commission and speak with a consumer affairs representative. Be prepared to present a written statement of the problem. A complaint can only be considered if it is in writing. 2. Bring proof of transaction, i.e., receipts, contracts, notes, etc. 3. Bring any other information that will be helpful in explaining your case, pictures, videos, etc. Please note that not every disagreement is an infringement of the law. The Competition and Consumer Affairs Commission operates objectively ensuring that there is a level playing ďŹ eld between both consumers and suppliers.
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The Process of Investigating a Consumer Complaint Written complaint received
Complaint is vetted for infringement and inputted into the CCAC database
Refer complainant to the relevant agency
Investigator is assigned & Investigation conducted
Feedback to Complainant & Supplier
Case referred to the Board of Commissioners (Supplier does not agree to voluntary compliance)
Hearing conducted
Ruling of the Board 10
Case Closed (Manufacturer defect Or Consumer Negligence)
How to Contact the Commission The Commission is located at: National Exhibition Site Sophia Georgetown. Opening hours: Monday- Thursday: 8 am -4:30pm Fridays 8 am- 3:30 pm.
Telephone Numbers: 219-4410-3
E-mail -gcau11@mail.com
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