Decentralise complaints desks, say consumers
RESIDENTS in Mutare have called for local arbitration on matters involving consumer complaints and urged Government to set up offices to handle such cases at district level through the Consumer Council of Zimbabwe (CCZ).
They said cases involving consumer protection should also be treated seriously and be entertained with urgency as some involve health issues.
Speaking at a consultative meeting for the Consumer Protection Bill being spearheaded by the Parliamentary portfolio committee on Industry and Commerce, residents said arbitrary matters should not only be handled in the capital or large cities, but also at district level.
The consultative meeting was held in Mutare recently.
“The Government should set up offices in each district where people could lodge complaints against service providers,” a resident of Dangamvura said.
“The Consumer Council of Zimbabwe should not wait for Harare to deal with complaints. Establishment of such offices would also help in fostering consumer confidence, especially when their concerns are quickly addressed.”
Mrs Emma Makombo (70) said the Bill should look into how consumers could be protected against some medical aid and pension fund institutions that were reaping them of their hard earned incomes.
She urged Government to look at how it could protect consumers from companies and individuals smuggling and selling illicit drugs in the country.
“We are having problems with some medical aid providers who are demanding money upfront as shortfalls despite having been fully paid up,” she said.
Mrs Makombo said some of the medical aid providers were demanding payments in United States dollars.
“I am an elderly person who is living on no income, but having my medical aid subscriptions being paid by my children,” she said. “When you visit them, you are told to pay for a shortfall.
“Where would that have come from considering that my children are fully paid up. Sometimes they demand the money in foreign currency. That is totally stealing from us. We want that Bill to address such issues.”
Mr Claudius Makwindi said the Bill should address price control mechanisms to protect customers from unwarranted price increases.
Parliamentary portfolio committee on Industry chairman Cde Joshua Sacco thanked the people of Mutare for their contributions.
He said his committee had noted that there were certain issues which were arising, with some having been raised in other provinces where they conducted the same meetings.
“The main purpose of the Bill is to consolidate all pieces of legislation into one Bill to protect the consumers of this country from a lot of issues that have been happening to our consumers where they failed to get recourse from proper legislation, said Cde Sacco.
“Some of the issues that have been raised that are topical involve issues around insurance protection; against insurers not paying medical aid schemes where consumers are expected to top up money sometimes in foreign currency.”
Cde Sacco said most stakeholders noted that the value chain should be respected and raised issues on fair pricing of products’ quality, as well as the right to consumer education.