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Feel cheated? Help is at hand

By Lakmali Jayasinghe and Priyanwada Ranawaka
You buy a kilo of sugar at a boutique, only to find that it is available at a lower price somewhere else. Or that brand new toaster you bought the other day malfunctions after a few weeks. How about arbitrary water or power cuts, where the consumer is not given prior notice?

Whom can you turn to in such instances? Now people can seek redress for their grievances from the Consumer Affairs Authority, which has been set up under the new Consumer Protection Act enacted on March 17, this year.

Earlier, though there was an Act - which had been in existence since 1973 - the consumer was helpless, with regard to goods and services dished out to him because it lacked enforcement power teeth. Under this Act the complainant had to go to court to seek relief legally.

However, the new Act has empowered the Consumer Affairs Authority to give a direct order in a dispute, easing the burden of the consumer. "The Authority has been set up to protect consumers from hazardous products and services, unfair and restrictive trade practices such as hoarding and inequitable increases in prices," says its Director-General Kithsiri Gunawardena.

The Act specifies the five items of gas, cement, milkfood, mosquito coils and boxes of matches as essential. The Director-General explains, "No dealer can alter the prices of any of these products without first consulting the Consumer Affairs Authority, which means that the consumer will be protected against unfair price increases. If it does happen, the consumer can send in a written complaint."

From November 1, 34 products, among tham all brands of biscuits, chocolates, jams and fish and chicken in packets are required to carry their maximum retail price, the batch number and the expiry date. "If these products do not have this vital information, they can be considered 'hazardous' and consumers can complain to the Consumer Authority," he says.

The complainant will be required to give specific details that would serve as proof when making a complaint. He should also make the complaint within three months of the product being bought or service being rendered. "He should have the receipt, the warranty or the serial number of the product that he is complaining about, so that the Authority has concrete evidence to work with. In the case of warranties, it is important to find out whether they are from the local dealer or an overseas dealer. The Authority can do very little if an overseas dealer is involved," he says.

The receipt for the purchase of goods should contain information about what the product is, the serial number and the batch number. Then the dealer has no excuse once a complaint is made. "If the Authority finds that the consumer's complaint is valid, it will get the dealer to either refund the money or replace the product," assures Mr. Gunawardena.

The Consumer Affairs Authority has initiated talks to persuade the Housewives' Association, Sarvodaya, Marga Institute and Cooperative Credit Societies to register with it. "The consumers complaining as a group or an association would be much more effective than individual complaints," added Mr. Gunawardena.
The Consumer Affairs Authority is at Rotunda Towers, 109, Galle Road, Colombo 3. For more information please contact: 2393495, 2393577 or 2393970.

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