We’re no more the Kings and Queens!

by Lionel Wijesiri

Many consumer activists say that we are a complacent nation. Without any hesitation I raise my hand and fully endorse the view. Though the consumer movement in Sri Lanka is well spread, we are often diffident to fight against the exploitation by the manufacturers and sellers because of our lethargic attitude.

This in turn has helped the suppliers to exploit us more and more. Perhaps this vicious cycle would have prompted our Chief Justice to comment recently that the cause of our consumer had become utterly hopeless.

Our “educated” urbanites say it is also lack of time that is keeping them away from seeking legal remedies, and on many occasions, the value of the transactions is so small that they wouldn’t mind ignoring it.

This attitude has to be viewed in the light of the practice in developed countries where the seller declares, “In case you are not fully satisfied with our product, you can bring it to us and we will return your money.”

This clearly indicates what dismal depth our consumer consciousness stands today.

In their mission statements all our business units consider consumer’s satisfaction as their objective. We are said to be the kings and queens and the businessmen are supposed to serve and satisfy us. But in reality they cheat and exploit us. It can be adulterated or substandard products, false claims, horrithe guarantee period and the list continues.

With the younger generations taking control of the economy, maybe the next decade will witness a high degree of consumer awareness and the concept of “consumer preference” might eventually become vital aspects of the economy.

Legislative policy

Until such time, is there anything we can do? Or, maybe we might ask first what can the Government do to improve the position? Generally, the role of the central government in consumer protection is to promote legislative policy, oversee the implementation of legislation and direct the work of various government agencies.

Very often the actual enforcement of legislation is left to local authorities. Unfortunately the buck stops there.

However, the NGOs can play a better role. They can build up consumer awareness through periodical exhibitions, meetings and through mass media.

They can address students, women’s groups and social organisations. They can bring out journals to educate consumers. Trained social workers can educate the lower income groups through various programs and the tricks and sharp practice of unscrupulous traders could be exposed.

These voluntary societies can ideally represent consumers in advisory bodies . In short these voluntary bodies can act as the listening board for consumer grievances.

They can follow the complaints against shopkeepers and manufacturers and file public interest litigation in courts.

We can take a lesson from the Indian Swadeshi Movement where the goods are boycotted when exploitation is proven beyond doubt and then, they are being listed and circulated among the members. These Indian voluntary bodies have achieved spectacular results. Hundreds of cases have been won in various consumer courts on behalf of consumers.

It’s time we understand that if we can organise ourselves into a consumer movement, we will be more powerful than the suppliers.

They will no longer be able to dictate terms to us. We have the power to exercise our choices either in favour of or against the goods and services. Our choices are going to be final.

The dictum in democracy is that the citizens get a government they deserve. Similarly the consumers in society get a position in the market depending upon what they do or do not do.