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The evolution of commercial transactions depends on the role played by consumer protection organisations
Nazia Khan

When Mohammed al Rawahi (name changed on request) bought an air-conditioner from a supermarket, and found it to be defective, he wanted it exchanged for a new one. It was peak summer and the supermarket promised to replace it. However, as days stretched on without any sign of the promised air-conditio-ner, Rawahi knew he had to take matters in his hand. He approached the Consumer Protection Department (CPD) with his case. With the CPD's intervention, a new air-conditioner was delivered to his doorstep almost instantly.

Power process
This is just a small illustration of the power that consumer protection organisations can wield. It takes more than repetition for the adage 'The consumer is king' to ring true. Well framed consumer protection laws and organisations working to inform people of their rights are what make a difference.

For Oman, Royal Decree 81/2002 proc-laimed the Consumer Protection Law, which came into force in 2002. The CPD, Ministry of Commerce and Industry, and the Oman Association for Consumer Protection are among the organisations operating to raise levels of consumer protection and awareness in the sultanate.

The consumer protection law, clear in its intent, achieves the purpose it was meant to serve through the consumer protection orga-nisations that are its messengers. Omar al Gahadami, director, CPD, says that the scope of their activities involves everything from ensuring that guarantees for products are honoured, to clamping down on adulterated and fake products, to carrying out anti-piracy drives. Informs Gahadami, "We work in coordination with various other organisations and authorities, to carry out our work."

Adds Said al Khusaibi, chairman, Oman Association for Consumer Protection, which started work in early 2004, "The association has members from the Ministry of Agriculture and Fisheries, the Ministry of Health, and the Oman Chamber of Commerce and Industry, among others. So cases tend to get solved quickly through joint interventions." The association consists of several specialised committees, among them the legal committee and the studies and research committee.

Role connection
Most of the cases these organisations receive relate to cars and mobile phones. In standard cases, it could be that consumers feel that the specifications of the purchased products are different from what was advertised, or that they are being overcharged, or that they are dissatisfied with the product for some other reason. But there are also unusual incidents, like the one Faisal Said presented. Said wanted to sell his car, which had done 1,90,000kms, and left it at a second hand dealer. When he went to have a look at the car a few days later, he saw that the odometer had been tampered with. The car now showed that it had done just 1,00,000kms. Said approached the consumer protection organisation and the dealer was hauled up for what he had done.
In a scenario where new products and services are being introduced to consumers at breakneck speeds, the role that consumer protection organisations play is evolving beyond the ordinary. In a way, they play conscience keepers as well as commerce facilitators. The CPD, which recently seized 18,000 pirated DVDs from Ruwi, aims at the evolution of consumer protection in Oman in a way that will support both consumers and vendors. Says Gahadami, "Consumers should examine produ-cts carefully before they buy them. They have to ensure that the manufacturer is trustworthy. There are products that unqualified people prepare at their homes, like bleaches and fairness creams, which can be harmful and dangerous for users. Such products don't have ingredients or the expiry date mentioned on the box. When consumers buy such products, it can only lead to problems for them."

Knowledge premium
Alertness and awareness are what consumer protection organisations are aiming at. And they are keeping it simple when it comes to providing solutions. Khusaibi informs that when consumers approach the organisation with their problem, they are asked to provide receipts as well as other documents and correspondence relating to the transaction. The company/individual involved is then approached and arbitration proceedings begin. Often, several meetings are held to ensure that the disputes are solved amicably. In instances when the cases cannot be solved through mediation, consumers can then approach the court. Khusaibi says that most companies, big and small, are willing to negotiate a mutually satisfactory solution with consumers. Good reputations and long-las-ting customer relations are more important to most organisations than arguments over refunds and replacements.

Though both the CPD and the Oman Association for Consumer Protection frequently conduct seminars and workshops to increase understanding about the services they provide, they agree that there's a lot more that can be done. Says Khusaibi, "We have contacted shopping malls and exhibition centres so we can set up counters there. They get a considerable amount of consumer traffic, so they are really the best places to inform people about the work that we do. We are also thinking of approaching SQU and other colleges to get more volunteers." The association has in principle approval to host the annual meeting of the Arab Consumer Union this year, which, Khusaibi believes, will go a long way in promoting consumer rights in the sultanate.

Meanwhile, the responsibility for a fair and equitable marketplace – one where safe products and services make their way to consumers through inspection, investigation, enforcement and public education – lies in equal part with consumers, the business community and consumer protection organisations. It is through their continued proactive interaction that the numerous consumer issues that are raised in an ever-changing economy can be solved.