Online Reporter
Sikhulekelani Moyo, Zimpapers Business Hub
THE Consumer Protection Commission (CPC) is hosting a two-day Annual Consumer Conference in Bulawayo, with consumer rights advocacy groups urging the platform to tackle pressing issues affecting consumers daily.
The conference, which begins today, will be officially opened by Vice-President Dr Constantino Chiwenga.
Responding to questions from Zimpapers Business Hub, Dr Mthokozisi Nkosi of the Chartered Institute of Customer Relations Management said survival pressures facing many businesses are driving them to prioritise profit “by any means necessary”, leaving consumers increasingly vulnerable.
He stressed that the conference must address systemic issues, noting that businesses, under mounting pressure, have become “deceitful”.
“On a daily basis, consumers are subjected to misrepresentations and lies, where businesses claim a product will deliver certain results when it cannot.
“This is why the market today is flooded with counterfeits — products that misrepresent others — posing serious health risks to consumers.
“So, given these pressures, we expect the conference to come out in full force to explore how best consumers can be protected, while also examining the entire supply chain to understand why certain service providers behave as they do,” said Dr Nkosi.
Titled “Promoting and Safeguarding Consumer Rights”, the conference runs under the theme: “Combating Proliferation of Counterfeit Products for Enhanced Industry Competitiveness and Consumer Safety for the Realisation of Vision 2030.”
Dr Nkosi said there is a need to interrogate the root causes of counterfeit products.
“We also need to examine the response by manufacturers whose products are being copied. How much effort have they made to protect their brands?
“That’s something that needs attention. And we want clarity from authorities — what measures are in place to protect these brands?
“Secondly, what punishment is being meted out to those found on the wrong side of the law?”
Dr Nkosi cautioned against stifling innovation, noting that similar products do not always amount to counterfeiting.
“I’ll give an example from the fast-food sector, where chicken has become the trend.
“We have several brands selling it. So, as we discuss counterfeits, we must be clear to avoid killing innovation or discouraging new players from entering the market.
“Ultimately, the consumer must emerge as the winner from this conference,” he said.
Consumer Council of Zimbabwe (CCZ) Bulawayo acting provincial consumer protection officer Ms Fortunate Sikirwayi said the conference should also address unfair business practices, such as selling faulty products without testing and denying consumers refunds or exchanges.
She highlighted poor customer service as another concern, citing rude staff, lack of responsiveness to complaints and inadequate after-sales support.
“The prevalence of counterfeit and substandard products in the market poses a significant risk to consumer health and safety.
“The conference should also examine street food safety and hygiene, as the sale of food on the streets raises public health concerns.
“Additionally, informal market shops and the refusal by some businesses — including Chinese-owned shops — to accept local currency (ZWG) cause inconvenience and financial losses to consumers,” Ms Sikirwayi said.
Counterfeit products have infiltrated sectors such as pharmaceuticals, electronics and consumer goods, with dire consequences for both consumers and businesses.
Fake medicines can lead to ineffective treatments and contribute to drug-resistant diseases, while substandard electrical goods and appliances pose serious safety hazards.
The influx of illicit products also threatens the sustainability of local industries by creating an uneven playing field.
Through a combination of legal reforms, technological advancements, consumer education and regional co-operation, Zimbabwe is taking significant steps to safeguard its economy, protect consumers and restore the integrity of its industrial sector.
