It is crucial for consumers to know their rights: ...

It is crucial for consumers to know their rights: CCZ

**CCZ Executive Director Rosemary Mpofu**

Edmore Zvinonzwa

Today, one of the most dreaded places to be in are the supermarkets because you are not sure of the price of the commodity you want to purchase. You might have visited the shop the previous day but a lot might have changed in terms of prices given the current inflationary environment.

At times, consumers might end up victims of an unfair exchange rate being used by the shop, if not outright overcharging. Half the time, the consumer does not even now where to go with their complaint if at all they feel aggrieved. The Consumer Council of Zimbabwe would obviously be the place to go.

The CCZ has its origins dating back from the 1950s when vigilant clubs composed of women advocating for consumer protection related to pricing issues and quality, came together. It was registered in 1975 as a social welfare organization. According to the newly enacted legislation, CCZ will be designated as a consumer protection organization. Currently, CCZ is funded from Treasury for operations and staff welfare.

“Our mandate is consumer protection by way of doing consumer education on various topical issues affecting consumers, be it raising awareness on consumer rights, responsibilities, lobbying and advocacy for the enactment of pro-consumer policies, legislation, research and advocacy by monitoring market trends of basic commodities and services thus producing the consumer basket, which we call the lower income urban earner monthly basket of six.

“Policy makers use this to determine salaries for workers and also as a bargaining document as well as for conciliation and arbitration. Whenever a consumer is aggrieved while transacting in the market, they can approach CCZ for redress,” Consumer Council of Zimbabwe Executive Director, Rosemary Mpofu told Zim Now in an interview.

The coming of the Consumer Protection Act has been a game-changer in the way CCZ operates. “CCZ advocated for the enactment of CPA Chapter 14:44 after realising that we needed a comprehensive Consumer Protection Act. Previously, we had fragmented pieces of legislation in place thus making our work difficult. The new act is now a game-changer in consumer protection movement,” she said.

The current economic situation in the country, where the cost of goods and services keeps spiking on a daily basis on the back of continued depreciation of the Zimdollar, is untenable and is hitting the ordinary person the most, the CCZ said it had noted unethical business practices taking place, among them violation of consumer rights, forward pricing, speculative pricing, influx of poor products, counterfeits in the market, rampant use of disclaimer clauses, non-price disclosures, selling exclusively in United States dollars for selected products, denial of change among a plethora of consumer concerns.

“As CCZ we are pertubed by these concerns but we also urge consumers come forward and report any issues that violate their rights. However, this is not to say CCZ has no challenges of its own. Some of the challenges include funding, staff shortages, geographical location of CCZ offices among others which have remained a hindrance to effectively fulfil our mandate. On the other hand, a significant number of consumers are still not aware of their rights,” Mpofu said.

The CCZ head also cited the case of the healthcare services sector, right from medical insurance, delivery of medical services, pharmaceuticals and others on which she said the consumer body has received complaints from the sector.

“We have received complaints from that sector mainly related to refusal to accept medical aid insurance by medical aid companies, members incurring short falls, unfulfilled agreements and accessing medication using medical aid insurance. We have, however, been in constant dialogue with various regulatory bodies among them the Insurance and Pensions Commission, Association of Healthcare Funders of Zimbabwe in trying to find ways of addressing these concerns,” said Mpofu.

Mpofu said the CCZ can best carry out its mandate if consumers bring up their concerns by reporting them.

“We urge consumers to be proactive and assert their rights and not be passive consumers whose rights are trampled upon without raising the issues. They should demand fair play in the market,” the CCZ boss told Zim Now.