October 04, 2001
$5. 3 Million Cash Refunds From Businesses For Consumers

The C.A.C. received 2,196 complaints from consumers against 756 businesses between January 1 and September 30, 2001. In one of these cases, a complainant made a down payment of $400,000 to have a vehicle imported. The vendor could not make the delivery within the time specified in the contract. The customer terminated the agreement but the vendor refused to refund the sum paid to him. The C.A.C intervened upon the request of the complainant and a full refund was made.

The Commission remains concerned that many providers of goods and services remain unwilling to settle grievances voluntarily with their customers. In many cases, customers' concerns are not addressed, monies are not refunded and defective items are not replaced unless the C.A.C intervenes.

In an effort to improve business practices and cooperation levels, the C.A.C has entered in agreement with some retailers in the furniture and appliance, clothing and computer retail sectors, aimed at reducing the number of complaints in these sectors. The Commission maintains the view however that the general level of customer service in many businesses in Jamaica falls below world standards.

The C.A.C. notes that the majority of complaints received are still against vendors of appliances and electronic items. This it attributes to consumer demand, import sources, lack of care by consumers and discrepancies in relation to the cause of damage to electronic equipment. Some vendors claimed for example, that power surges were damaging electronic items being returned as defective by consumers. Another contributory factor has to do with the importation of 60-cycle appliances in breach of Jamaica's standards. Where as some vendors claim that the customers used items improperly, the C.A.C. is of the view that that difficulty may be resolved if vendors took the time to explain salient user instructions to customers.

Another area of concern is the automotive sector, which indicated a 22% increase in complaints received compared to the same period last year. Consumers were particularly concerned about defective parts, which in most cases cause vehicles to break down soon after repair or purchase. However, the C.A.C. observed a reduction in the number of complaints received in respect of computers and related technology. This may indicate a higher level of consumer awareness and vigilance in relation to the use of computers and the Internet

The Consumer Affairs Commission continues to urge consumers to be more vigilant in the market place and to become more mindful of their rights and responsibilities as consumers.