CAC secures $28m for aggrieved consumers

Communications specialist at the Consumer Affairs Commission Dorothy Campbell.

HE Consumer Affairs Commission's (CAC) complaints division has for calendar year 2022 handled 1,201 complaint cases to date, of which 906 were resolved.

This reflects a resolution rate of 75.43 per cent.

In resolving these complaints, the CAC said it was able to secure $28,661,574.77 in compensation/refund on behalf of aggrieved consumers.

In response to questions from the Jamaica Observer, the CAC disclosed that when including amounts secured on behalf of aggrieved consumers by the legal unit of the CAC, refunds and compensation totalled $31,495,074.77, with the unit securing $2,833,500.00 for the period under review.

CAC further told Business Observer that the refund/compensation figure of $28.6 million represents an increase of approximately 15.34 per cent over the corresponding period in the 2021 calendar year, which recorded a refund/compensation figure of $24.8 million.

Communications specialist at the CAC Dorothy Campbell advised, "The commission also provides advice and information to both consumers and vendors. During the period under review, there were 416 requests for advice received by the commission during various stages of the transaction. The advice given may/may not require further investigation in collaboration with the CAC Legal Unit and/or government regulatory agencies and preceding complaints resolved through negotiations with a vendor or supplier."

The consumer education portfolio of the commission sensitised 47,837 through the participation in 357 outreach activities for the calendar year, to date.

The CAC said when filing a complaint consumers should strive to outline the issue in a clear way.

Here are some of the recommended tips.

Assemble all your facts: You better your chance of winning when you are an expert in the situation. Be prepared with your receipt and other documents that are related to your complaint. Your receipt should contain the vendor's name, address and telephone number, date of transaction, the description and cost of item or service.

Complain promptly: Complain immediately when you realise that you have a defective good in your possession or received substandard service. Do not wait for a product warranty to expire or for extended periods during which the item might be sold out.

Call, visit or write: Phone calls and letters are effective ways of getting the attention of the vendor. However, the vendor will find it harder to disregard you if you are sitting across from him/her, or be disrespectful when you are face to face.

Explain yourself clearly: Ensure that you have the necessary information for ease of reference. Speak precisely and with clarity when presenting your case. The vendor will realise that you are a 'no-nonsense person'.

Stay cool: Go with an open mind. Approach the vendor calmly and politely, as this will encourage him/her to listen and be attentive. If you storm in and lose your temper or raise your voice, you might be treated with contempt.

Start with your sales representative: Yes, it is frustrating, but starting at the bottom gives you time to practise presenting your complaint. By the time you get to the top (if necessary), you will know your argument up, down and sideways. No one will be able to sway you.

In terms of filing a complaint with the CAC, the agency pointed out that there are various options including: the CAC app available on Android and iPhone; its website: www.cac.gov.jm; E-mail: info@cac.gov.jm; Facebook; Twitter: @AffairsJamaica; and Instagram: Consumer Affairs Commission or call 876-619-4222-30. You may also visit one of the CAC's offices located at 34 Trafalgar Road in Kingston 10; Office of the Prime Minister on DeLisser Avenue, Montego Bay; and 28 Caledonia Avenue, Mandeville.

Source: Jamaica Observer 

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