The consumer protection act and the bill of rights allow consumers certain rights and these include the following:
RIGHT TO PRIVACY
Consumers have a right to refuse unwanted direct marketing such as telephone calls, SMSs, spam e-mail or letters. Once you opt out, the supplier is not entitled to continue any unsolicited direct marketing.
RIGHT TO CHOOSE YOUR PRODUCT
a) Right to select supplier
As a consumer, you have a right to shop around for the best products and services and the most economical prices.
b) Right to renew or cancel a fixed-term agreement:
Consumers may terminate fixed-term agreements upon expiry without any changes or penalties. If consumers fail to cancel fixed-term agreements, the supplier must extend the agreement on a month-to-month basis. Consumers are obliged to give suppliers 20 business day’s written notice of cancellation or a fixed-term agreement. Suppliers may charge reasonable penalties for cancellations.
c) Right to request pre-authorisation for maintenance and repairs
Suppliers may not charge for any diagnostic work or inspections to prepare quotations or estimates unless there was a prior agreement. You have a right to refuse or pre-authorise additional maintenance or repairs as well as a right to request a written quotation prior to executing any repairs or maintenance. Furthermore, suppliers are not allowed to charge a consumer for preparing a cost estimate. Consumers cannot be held liable to pay any maintenance or repair done without the consumer’s prior consent.
d) Right to return goods and seek redress for unsatisfactory services
Consumers have a right to return goods that could not be examined prior to delivery. Consumers may return defective or unsafe goods and request a full refund, provided it is done within a reasonable period.
RIGHT TO RETAIN UNSOLICITED GOODS WITHOUT PAYMENT
Consumers may return unsolicited goods or services at the expense and risk of the suppliers. Unsolicited services and goods may be retained after 20 business days.
RIGHT TO CHOOSE OR EXAMINE GOODS, EVEN AFTER PURCHASE AND DELIVERY
Consumers may reject goods if they do not correspond with the examined samples, can refuse items that were on display and request unopened new goods and have a right to examine any item purchased or delivered.
However, suppliers may charge consumers for loss or damage of goods if it resulted from any deliberate action, recklessness or gross negligence of the consumer.
RIGHT TO DISCLOSURE OF INFORMATION
Consumers have a right to information and to demand agreements, contracts and any other documents in a plain and understandable language.
RIGHT TO ACCOUNTABILITY BY SUPPLIERS
If the supplier fails to deliver goods, the supplier must supply equivalent or superior products to the discretion of the consumer.
Should you need help or wish to report a complaint against any organisation, the Department of Trade and Industry should be able to guide you through the process free of charge. You may contact them on 086 184 3384
*by The Gen Reporter
