MORE than K2 million has been recovered through refunds of goods, The Competition and Consumer Protection Commission (CCPC) has has said.
This is from a period of January to September 2023.
The commission has also noted with concern the continued high number of complaints received from members of the public, which signifies poor customer service delivery in the country.
Commission Executive Director Brian Lingela said the commission investigated and resolved 1,150 unfair trading cases across the length and breadth of the country.
He said from the cases handled, the Commission recovered, for consumers ZMW2,859,552.53 in refunds.
” And goods and services worth ZMW1,447,013.06 in product replacements, repairs, or performance of unsatisfactory services. In 2022, during the same period, the Commission investigated 1,743 unfair trading cases,” he said.
Mr Lingela said the he Commission is however, concerned with the continued high number of complaints received from members of the public, which signifies poor customer service delivery in the country.
“The complaints for the period January to September 2023 were received mainly from the retail, financial and Information Communication Technology sectors. In the retail sector, the Commission handled complaints relating to businesses failing to supply goods bought on hire-purchase by consumers, and the supply of defective goods, mostly mobile phones and television sets,” he said.
He noted that in the financial services sector, the Commission handled complaints mainly relating to unsolicited deductions and continued deductions for settled loans.
Mr Lingela said in the ICT sector, most of the complaints related to delayed fund reversals for failed or erroneous mobile money transactions.
“We want to note that a significant number of these complaints would have been resolved without involving the Commission, if businesses had clear and effective customer redress mechanisms. The Commission would therefore like to commend business houses for endeavouring to keep the promise of “Team Service”, the theme for the 2023 Customer Service Week. The activities they undertook and commitment to consumer service exhibited promoted a culture of consumer protection We therefore call on business houses to maintain the consumer-centric trajectory for effective customer service,” he said.
He further emphasised the importance of businesses having clear redress and complaint management mechanisms.
(Mwebantu, Saturday, 14th October, 2023)