CAC Secures Over $30m in Consumer Refunds During First 11 Months of 2025/26

The Consumer Affairs Commission (CAC) secured more than $30 million in refunds for consumers during the first 11 months of fiscal year 2025/26, underscoring its ongoing commitment to safeguarding consumer rights and resolving marketplace disputes.

Chief Executive Officer (CEO), Dolsie Allen, reported that between April 1, 2025, and February 28, 2026, the Commission handled 1,189 consumer complaints, an increase from the 1,002 recorded during the corresponding period last year.

The Commission also successfully recovered just over $30.35 million on behalf of aggrieved consumers, surpassing the $25.52 million secured during the same period in the previous financial year.

“Despite increasingly complex cases, our team continues to work diligently to ensure that consumers receive fair outcomes,” Mrs. Allen said during a Jamaica Information Service (JIS) ‘Think Tank’ on Wednesday (March 4).

The CAC also maintained a complaint resolution rate of approximately 76 per cent during the review period.

Mrs. Allen expressed confidence that this out-turn will improve before the close of the fiscal year.

“Normally, by the end of the financial year, we see improvement as outstanding matters are completed. We are expecting to see an even stronger resolution rate before the close of the [2025/26] period,” she noted.

Meanwhile, Mrs. Allen commended the CAC’s complaints handling team for their dedication in resolving complex cases.

“We have been having more complex matters that take longer to process… but the team has been able to rise to the occasion. We are very thankful for the work they continue to do,” she stated.

In the meantime, the CAC responded to 314 requests for advice from consumers seeking guidance on purchases, transactions, and dispute resolution.

Mrs. Allen encourages consumers to continue utilising the Commission’s services to make informed decisions.

Data from the reporting period indicate that the highest number of complaints fell within the ‘Other Services’ category, which accounted for 26.7 per cent of all cases.

This was followed by complaints related to electrical equipment and appliances, which represented 25.35 per cent, while motor vehicles and parts accounted for 10.4 per cent. Utilities related complaints comprised 9.32 per cent of the total.

Mrs. Allen explained that the Other Services category currently encompasses several smaller service areas and may be refined in the future to provide greater clarity in reporting.

“When we merge and analyse the data further, we may consider breaking out some of those services into separate categories,” she said.

In terms of refunds and compensation secured for consumers, motor vehicles and parts accounted for the largest value of settlements at approximately $8.9 million, followed closely by electrical equipment and appliances at $8.8 million.

Settlements within the Other Services category totalled $3.76 million, while utilities related complaints resulted in approximately $3 million in compensation for consumers.

Mrs. Allen noted that the high value of motor-vehicle related settlements is largely attributable to the significant cost of vehicles and associated parts.

Beyond complaint resolution, the CAC continues to undertake research, market monitoring, and consumer education initiatives designed to help Jamaicans make informed purchasing decisions.

“We try to ensure that consumers have access to information on product availability and pricing so they can make informed choices, despite the challenges in the marketplace,” Mrs. Allen said.

She invites consumers to take advantage of the Commission’s resources available on their social media platforms or website at https://www.cac.gov.jm/.

“We encourage persons to visit our website, call our offices and make use of the information available that can assist them in making informed decisions as consumers,” Mrs. Allen added.

Source: JIS