THE RIGHT TO ACCURATE INFORMATION

During the first week of every month, the Consumer Affairs Commission (CAC) conducts price surveys of basic grocery items in selected Supermarkets Island wide. Arising from these surveys, as well as from complaints received at our offices in Kingston and Montego-Bay, the Commission has made note of some troubling observations. Through the intervention of the Commission some improvements have been made, others have been rectified but in some cases various discrepancies have been observed on an ongoing basis. These concerns include the following:

• Price labels for some items missing. For example Fresh Milk, Table Salt, Bomber Cake Soap
• The price on the shelf differs from the price on the scanning machine
• The price on the item differs from the price as scanned
• Items are packed in the wrong places, which misleads the consumer
• Items on “special” priced exactly as before there were on special, therefore there is no benefit to the consumer for the item being placed on “Special”
• Sometimes items said to be available at wholesale prices are not differently price. Therefore there is no benefit to the consumer for the item being said to be at wholesale. (Example 3 for $75.00 and one for $25.00)
• GCT Certificate not displayed
• Untrained staff, lack of concern and therefore poor customer service
• High level of milk spoilage within certain brands
• Cash registers which produce bills that do not indicate the product that corresponds with the displayed price.

While the CAC is dedicated to bringing about change in the marketplace, by calling vendors to a high standard of service delivery, it is very important that consumers know their rights and responsibilities when faced with such situations.

Consumers are advised that under the Fair Competitions Act, when goods are assigned two prices, whether on the label or at point of sale (Double Ticketing), the consumer is entitled to the lower price.

Goods must be labelled in such a way that consumers are clear whether GCT is included in the displayed price or is to be added at the cashier. Some tags are colour coded, while others will indicate plus tax or tax included. As an additional service to Consumers it is being advocated that this feature becomes standardized where tags on items on which GCT is to be applied is differently coloured than the tags on items for which GCT is not applicable and further that the colours used be uniformed throughout.

Consumers have the Right to be provided with adequate information to make informed choices. Goods must be labelled with the correct prices to aid them in making their purchasing decisions. It is not enough to bar code products for the scanner to recognise, leaving the customer to be made aware of the price, only after the item has been cashed.

Vendors must understand that the customer’s shopping experience is their responsibility and must not seek to shift blame when challenged on their service delivery. One vendor explained that the stocking of the shelves and posting of prices on the goods is the responsibility of the merchandisers. This is a nearsighted view. Though we accept that there are several teams of merchandisers ultimately it is the responsibility of the vendor to ensure that their shelves are correctly stacked and that inventory is correctly tagged.
Vendors have a corporate responsibility to provide good customer service, and this makes economic sense, as this practice will lead to increased business and therefore profits.

Consumers should not accept poor customer service. If Supermarkets refuse to change their practices to make your shopping experience convenient and pleasurable, shop elsewhere.

The Consumer Affairs Commission has always taken the approach of working with businesses to amicably address these situations and will continue to do so. However, in cases where a pattern of repeat offence is noticed, the Commission will communicate specific dates and the names of businesses who continue to make the shopping experience expensive, difficult and untenable for members of the public.

Tell us what issues you want addressed

Send e-mail to: cacjam@infochan.com or star@gleaner.com

Write to us at: 1B Holborn Road, Kingston 10 Or call us at: 926-1650-2 or toll free 1-888-991-4470, ask for our Information Desk