Sundaymail Editor
Your Money, Your Call
Cresencia Marjorie Chiremba
I HAVE learnt that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou
In Harare, a disheartened customer recently faced a dilemma that has become all too common in our country.
Two weeks ago, a gentleman named F. Taruvinga purchased a MiFi device, hoping to use it with his local Blaze SIM card. Unfortunately, the MiFi device was not compatible with the SIM card, rendering it useless for the customer’s intended purpose.
When he attempted to return the device, he was met with resistance from the shop assistants, who refused to accept it. They seemed to be unaware of provisions of the Consumer Protection Act that grant customers the right to return products.
In frustration, he reached out to me, hoping to get some help.
This incident highlights a significant issue in Zimbabwe’s consumer market: the widespread lack of awareness and understanding of the Consumer Protection Act among both consumers and business owners.
Enacted to safeguard consumer rights, the Act mandates that consumers have the right to return faulty or unsuitable products and receive a refund or replacement. However, this legislation is only effective if it is known and respected by all parties involved.
The Consumer Protection Act in Zimbabwe, like similar laws worldwide, is designed to protect consumers from unfair trade practices, ensuring that they receive products and services of acceptable quality.
Specifically, Section 34 of the Act stipulates that if a product fails to meet the consumer’s expectations or is not fit for the intended purpose, the consumer has the right to return it within a reasonable time and seek remedy. This remedy can include a full refund, a replacement or repair of the faulty product. However, the reality on the ground often tells a different story.
Many consumers in the country are not fully aware of their rights under this Act. This lack of awareness leaves them vulnerable to exploitation and unfair practices by some unscrupulous business owners.
Furthermore, many business owners and shop assistants lack proper training and understanding of the legal requirements, leading to situations where consumers are denied their rightful claims. The case of the MiFi device is perhaps a wake-up call for all stakeholders in the local consumer market.
It underscores the urgent need for increased awareness and education on consumer rights and responsibilities. Consumers need to be empowered with knowledge about their rights to make informed decisions and stand up against unfair practices.
Simultaneously, business owners must be educated on their legal obligations to ensure compliance with the Consumer Protection Act. One way to address this issue is through public awareness campaigns.
Government agencies, consumer protection organisations and the media can play a pivotal role in disseminating information on consumer rights.
Educational programmes, workshops and seminars can be organised to equip consumers with the necessary knowledge and skills to navigate the market confidently. Additionally, businesses should invest in training their staff to understand and adhere to the legal requirements, creating a fair and transparent marketplace for all. Another crucial step is strengthening the enforcement of consumer protection laws. Regulatory authorities must be vigilant in monitoring compliance and taking prompt action against violators.
By holding businesses accountable for their actions, the authorities can send a strong message that consumer rights are not to be taken lightly.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. Need help with a consumer issue? Contact her at: [email protected] or at +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw
Online Reporter