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LODGE A COMPLAINT
Diagram
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Complaint Form
Claiming a right..
The Client service is one of the most important services
provided by the Consumers’ Union. It was one of the first
services introduced by the Union and is still the most
important client service provided. The reasons are
various. The first reason is to assist those in need and
secondly, it provides the Union with information on
current market practices. This information is important
because it helps the Union to plan its educational
programme and campaigns. It also assists the Union to
recognise those practices that hinder free market or
deprive consumer protection.
This
process requires a number of trained officials who are
able to handle the complaints lodged by the consumers. The
official involved in processing the complaint has to
analyse the problem concerned and be practical at the same
time. It is important that the official is familiar with
the current legislation concerning consumer protection. It
is important to note that the complaints are not resolved
through legal interpretation but basically whether any of
the consumers’ eight rights have been infringed.
The whole
process can be explained as per attached diagram. The
consumer is always given his due attention whenever s/he
lodges a complaint regarding a product or service.
The Process
If the
consumer has no right, he will be informed.
If the
Union official thinks that the consumer is right in his
demands, the former asks the consumer to contact the
retailer. If this has not already been done, the consumer
will be asked to lodge the complaint in writing with the
retailer. The official will explain to the consumer the
method used in lodging his complaint to the retailer. If
for any reasons, the consumer is not able to address the
retailer, the official will write on his behalf.
There are
complaints which are so evident that they are accepted by
the retailer outright. In this case, the consumer makes
his claim and given compensation in return. There are
occasions when the complaint is not accepted by the
retailer. In this case, the Union official would explain
in writing to the retailer the reason s/he believes the
consumers' rights have been tampered.
There are
occasions where the retailer takes long to answer to the
Union’s queries. In this case, the Union writes again in
order to have the retailer’s version of the facts.
It is not
the first time that there is a positive reply. In this
case, the complaint will be closed following adequate
compensation to the consumer by the retailer. Whenever
agreement is not reached, the Union makes it a point that
the retailer accedes to the consumer’s request. The
majority of complaints are mainly solved both to the
satisfaction of the consumers and the retailer.
There
always remains a number of unsolved complaints. In this
case, the only solution is for the consumer to go to the
Tribunal for Consumer Affairs or to Court.
Publication of complaints in the local press is at the
discretion of the Consumers’ Association. The reasons that
the Association publishes these complaints giving both the
consumer's and the retailer's name are twofold. The first
is to inform the public of who are the good retailers
while the second is to educate the consumers of their
rights.
Every year, the Consumers'
Association handles a large number of complaints. These
are various. Most of these complaints are on white goods
though complaints about trendy products or services are
the mainstay. At the present time the number of complaints
regarding mobile phones is at its peak.
Though trends change, the same principles
which surround the concept of a fair deal are always the
same. Once a consumer is aware of his rights as explained
in another section (Your rights explained), the consumer
is in a position to ensure his rights.
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