malvernmugadzikwa
Your Money, Your Call
Cresencia Marjorie Chiremba
IN the business world, transactions are done and relationships formed on the basis of trust.
Consumers expect fair treatment, transparent transactions and quality goods and services.
Unfortunately, in Zimbabwe, most businesses seem to fail this litmus test.
There are a lot of shortcomings in the marketplace that echo frustrations faced by countless consumers.
Imagine this: You walk into a shoe store, confident of finding the perfect pair for your daughter.
The salesperson hands you a size five, but little do you know that it is a foreign cut, whose dimensions are not the same for the local market.
Resultantly, the shoe does not fit properly and you return the next day, hoping for an exchange.
But, alas, you do not have a receipt — a critical document in the consumer world.
The manager’s response is rude and unhelpful.
You ask for CCTV footage to prove your purchase, but they refuse.
As you leave, one of the sales staff mocks you.
It is certainly a disheartening experience, leaving you questioning the store’s integrity.
However, in such scenarios, the Consumer Protection Act (CPA) is your ally.
Enacted in Zimbabwe, it seeks to safeguard consumers’ interests.
Below is what you need to know.
A consumer is anyone who purchases goods or services.
Whether you are buying shoes, gadgets or groceries, the CPA covers you.
Supplier obligations include providing accurate information, avoiding deceptive practices and addressing complaints fairly.
No more size mismatches or rude managers!
You must learn to complain effectively by filing a complaint each time you face issues.
The CPA empowers you to seek redress.
Be the voice that demands accountability.
The Consumer Protection Commission (CPC) is a body at your disposal.
It ensures compliance with the CPA.
They are like the guardians of fairness.
Seek their assistance.
There is always alternative dispute resolution.
Mediation and arbitration
Instead of lengthy court battles, explore mediation or arbitration.
It is quicker, less stressful and often effective.
Businesses must display accurate prices — no hidden costs or surprises at the checkout counter.
Regulatory bodies may investigate non-transparent practices and impose fines or penalties.
Defective goods
The CPA ensures you are compensated.
No more faulty products being foisted on consumers.
They now have a right to direct the supplier to repair or replace the product, or refund, and these options have set time limits to be honoured.
Similarly, consumers must always document every transaction that they enter into.
Keep receipts, take photos and note interactions.
Evidence is your armour.
If the business refuses to cooperate, involve the CPC.
They will wield their legal sword on your behalf.
Spread the word.
Share your experiences in any space that has an audience.
Warn others about
shady practices you have experienced.
Social media can be a powerful tool to name and shame businesspeople who defy the law.
Lastly, remember you are not alone.
The CPA stands by you, ensuring that businesses act fairly.
So, lace up your rights, step confidently and demand the respect you deserve.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer experience. For comments, suggestions and training, she can be reached at: [email protected] or at +263712979461, 0719978335, 0772978335.
Online Reporter