Commission for Consumer Affairs: Report, don’t talk

The Consumer Affairs Commission (CAC) is urging Jamaicans to move from airing complaints on social media to filing formal complaints, which can lead to serious redress. According to the commission, although Jamaicans often face problems as consumers, many are reluctant to file formal complaints, a tendency partly rooted in a cultural aversion to “reporting” on others.

“I often get calls that start with, ‘Don’t call me, don’t say what I said, but you see…’ Cheryl Martin Tracy, CAC’s director of field operations, said recently in
Jamaica Business Forum of Observers.

“This is not an investigative agency. It is a consumer affairs commission governed by law. So I can’t say, “Don’t call me names.” what’s your name do you have a receipt Where did you encounter this problem? Give me the name of the store.”

The CAC emphasizes that specific details are needed to substantiate complaints because they have surveyors who are contracted to visit facilities to verify claims. In addition, anonymous social media referrals are problematic because the CAC cannot register them in its database. Tracy explained that a consumer cannot present themselves as “Nikki’s sexy body” in a formal complaint; they must provide real name and contact number as these matters may require legal support.

Basic demographic data such as age range and location are also needed as they help CACs identify trends and tailor coverage.

“For example, if a 25-year-old man in Kingston files a complaint, that helps us understand demographic patterns,” Tracy said. Business columnist. “First of all, you need to solve your urgent problem. But it is important; we look a lot at trends in the commission.”

CAC handles an average of 1,500 to 2,000 consumer complaints each year, achieving a resolution rate of 80 to 85 percent. Through these efforts, the commission provides substantial compensation to consumers, averaging between $35 million and $40 million annually, and approaching $50 million in some years. Last fiscal year, CAC facilitated $42.5 million in consumer recovery and has secured $14.6 million since the start of this fiscal year.

The majority of consumer complaints handled by the CAC typically involve problems with electrical equipment and appliances, which are consistently in the top categories. Other common complaints are about services and utilities, although their ranking may change based on current consumer trends. In addition, vehicle complaints are often among the most frequently reported problems.

In a recent CAC ethics survey, the goal was to gauge the perceptions of providers and consumers, and vice versa. The findings were of considerable concern, indicating a 50 percent trust deficit on both sides of the business transaction. CAC CEO Dolsey Allen emphasized the importance of developing ethical relationships between consumers and service providers. She emphasized that understanding these perceptions is critical to identifying gaps and developing strategies to build trust, shift the dynamic from an adversarial approach to a more collaborative one. To support this initiative, CAC is working with vendors to implement grievance mechanisms in their facilities. Currently, many businesses lack these systems, often focusing solely on sales without providing adequate after-sales service. This oversight often leads to resistance when consumers seek solutions to their problems. Allen noted that in today’s digital environment, disgruntled customers are increasingly taking their complaints to social media, highlighting the urgent need for effective complaint resolution strategies.

“We want to make sure that if a complainant interacts with your store, there should be a mechanism to resolve issues so they don’t have to go to social media or go to the commission,” Allen noted.

The CAC has made the complaint process available to consumers through multiple channels, whether via phone calls, written correspondence, the CAC website or social media. In addition, CAC offers a user-friendly application designed to simplify the complaint process. Recognizing that many consumers prefer immediate communication, approximately 80 percent of complaints are received over the phone. In cases where complaints may escalate into litigation, written documentation will be required. For those who prefer face-to-face communication, CAC has physical offices where consumers can go for assistance.