CONSUMER GROUSES FLOODING CAC OFFICE

More Jamaicans are showing a reluctance to accept shoddy goods and services and have been filing complaints with the Consumer Affairs Commission (CAC) against providers of various commodities.

“There has been a steady increase in complaints related to poor service from almost all service sectors,” said Tanikie McClarthy, Communication Specialist at the CAC. “Complaints were filed against hairdressers, pharmacies, dentists, banks and other financial institutions, dry cleaners and educational institutions.”

OVER A MILLION DOLLARS REFUNDED
Over $1.4 million in refunded money has been recovered by the CAC for disgruntled customers between April and June 2003. Of this amount, over $900,000 came from refunds relating to the automotive sector where consumers spent money for goods or services that they didn’t receive.

“Substantial sums of money were handed over to motor vehicle importers to carry in vehicle with set specifications. The vehicles were not delivered and attempts to reach the vendors proved futile,” said Ms. McClarthy.

She said the CAC received 496 new complaints for the three-month period – April to June 2003 – continuing the trends established in previous financial years. Most of these complaints were related to small appliances and electronic items which accounted for just over 37 per cent.

An analysis of the data relating to small appliances and electronic items reveal that 48 complaints were related to cellular telephones, 29 for refrigerator and freezers plus 17 for stoves. Together, these totalled 51 per cent of the 183 complaints comprising this category.

CONSUMERS MORE AWARE OF THEIR RIGHTS
Ms. McClarthy pointed out that people are more aware and conscious. She cites an example of a woman’s complaint against a hairdresser, which she said, was not the norm.

“A woman visited a hairdresser to ‘rope-twist’ her hair. She enquired if her hair would shrink and about the type of product that would be used, she was told that her hair would not shrink and only wax would be used. “Having had her hair styled, she noticed that it shrank and when she attempted to pull it out, pieces of her hair came out with the braids,” Ms. McClarthy said.

However, an issue of particular concern to the CAC is the amount of foreign particles in foods, beverages and other items.
The Commission said a complainant purchased a tin of corn beef from a supermarket and discovered a clump of hair.
“When our office checked with the distributors, it was revealed that the company was aware of the problem and that an entire batch had been contaminated,” said Ms. McClarthy, noting that no public recall was issued.

The CAC says some consumers are failing to protect themselves.

“A woman paid for a stove from a store in downtown Kingston and decided to leave the item for pick-up at a later date. She did not ask for or receive a receipt. When she returned for the goods, she was told that she had already collected the items.”
It was noted that in some stores, consumers are giving up their rights to get a receipt so they can avoid paying GCT not realising that in so doing they have given up their proof of purchase and warranty.

But the major problem is the willingness of some vendors to provide redress.

“A male complainant purchased what was labelled genuine leather shoes and wore it for two days at which point it came apart. When he returned to the store to seek redress, he was told that the shoe came apart because his feet were too big and he would not be getting redress,” she said.