consumer rights and responsibilities by eguriase s. m. okaka
Consumer Rights and Responsibilities
By Eguriase S. M. Okaka
Consumer rights are the entitlements of a consumer to get the required value for the consumption of any good or service. Consumer rights seek to protect the interest of consumers against faulty goods, counterfeit goods, poor service, problems with contact, problem with builders, rogue traders, internet fraud, etc.
In Nigeria, the Consumer Protection Council (CPC) was established by Act No. 66 of 1992, to provide protection for all consumers of goods and services. The Council has enforced compliance by the business sector to some extent. It has also adopted strategic initiative to enhance the protection of the rights of consumers and the prosecution and litigation of recalcitrant to achieve satisfactory redress.
However, we have high rate of consumer rights abuses in the communications, aviation, banking and power sectors of the economy. Market failures manifest in different ways with varying degrees of a negative impact on consumers. In the telecommunications sector, consumers still contend with drop calls, unsolicited texts and calls, poor network and credit wipe-off. In the aviation sector, there is regular delays and cancellation of fights without notice, damage and loss of baggage without compensation. Also, the banking industry renders poor services to the customers.
The Eight (8) Universal Consumer Rights
The United Nations has articulated eight (8) basic universal rights of consumers. The basic consumer rights are:
• Basic Needs: This refers to the right to satisfaction of the basic needs. A consumer has the right to the basic goods and services, which guarantee survival e.g. food, clothing, shelter, health care, education and sanitation.
• Safety: This concerns the right to safety. It is the right to be protected against the marketing of goods or the provision of services that are hazardous to health or life.
• Information: This means the right to be informed. It focuses on the right to be protected against fraudulent, dishonest or misleading advertisement or labeling or other practices. It is a right to be given the facts and information needed to make informed choices.
• Choice: This is the right to choose. A consumer has the right to chose products and services at competitive prices with an assistance of satisfactory quality.
• Representation: This concerns the right to be heard. A consumer has the right to express interest in the making and execution of government policies.
• Redress: This refers to the right to redress. A consumer has the right to be compensated for misrepresentation, shoddy goods or unsatisfactory services.
• Consumer Education: This is the right to consumer education. A consumer has the right to acquire the knowledge and skills necessary to be an informed consumer.
• Healthy Environment: These focus on the right to a healthy and have a sustainable environment. A consumer has the right to live and work in an environment which is neither threating nor dangerous and which permits a life of dignity and well-being.
Responsibilities of a Consumer
Responsibilities always precede rights. If a consumer wants his or rights to be recognized, he or she must first exercise his or her responsibilities. These responsibilities are as follows:
Be aware of the goods or services: The consumer must make a conscious effort to be aware of the quality of the goods or services he or she is buying. He or she must be aware of the risks, dangers and usefulness of a good or service. He or she bears the responsibility to know the prescription and other instructions guiding the usage of product or service.
Demand and keep proofs of transaction: It is the responsibility of a consumer to obtain receipts, invoice or warranty as proof of ownership of any goods purchased or services rendered to him or her. Such evidence of purchase can be used if there is litigation on the good or service. A warranty allows a consumer to return the product if faulty, damaged or not functioning properly within a specified period.
Think independently on choices of goods and services: The consumer has the responsibility to determine his or her choice without the influence of a third party and takes full responsibility for his or her actions on choice of goods and services.
Speak out on consumers rights: The consumer has the responsibility to organize other consumers to develop the strength and influence to promote and protect their interests. Consumers need to join and support consumer associations because of the important roles they play in educating consumers’ on their rights and duties in the market place. A consumer association educates and creates awareness amongst consumers and enables them to play their roles in a responsible manner. Such watchdog and support roles keep things checked and under control.
Respect the business environment: The consumer has the responsibility to understand the environmental consequences of his or her consumption. Consumers should recognize their individual and social responsibility to conserve natural resources and protect the earth, making it safe for future generation.
Questions
• What are consumer rights?
• Explain any five of the universal consumer rights.
• List and explain three responsibilities of a consumer.
• Organize role play on responsibilities of a consumer.
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