Consumer Affairs Office opened, 6 years after legislation approved

by Linda Straker

• Consumer Affairs Office is Grenada’s competent authority for consumer affairs in Caricom
• Director of Consumers Affairs as outlined in legislation is Merlyn Horsford-Williams
• 15 March is World Consumer Rights Day

Consumers aggrieved over or about poor-quality goods and services from companies or sole traders can now seek redress at the Consumer Affairs Office, which opened on Friday, 15 March 2024.

The office opened approximately 6 years after the law was approved by the Upper and Lower Houses of Parliament in 2018. Consumer Affairs Minister Claudette Joseph said that Covid-19 was among the many challenges the government faced following the legislation’s approval.

She explained that this resulted in the delayed opening of the office, which, according to law, shall act as Grenada’s competent authority for consumer affairs in Caricom. “The lack of appropriate accommodation, the absence of a director of consumer affairs, and inadequate staff are among other issues that the government faced in the period. The onset of the Covid-19 pandemic exacerbated challenges,” said Minister Joseph.

The ceremony to commission the office’s opening coincided with 15 March, World Consumer Rights Day, which had the international theme “Fair and Responsible AI for Consumers.”

While not speaking directly on the theme, Joseph, who became the Consumer Affairs minister in June 2023, said, “Today is a very special day for the government and people of Grenada in launching this Consumer Affairs Office. We have together achieved a historic milestone and turned a corner in how buyers and sellers of goods and services in Grenada interact with each other going forward.”

The office is located in the National Insurance Scheme (NIS) building in the heart of St George’s.

“This launch of the Consumer Affairs Office is a testament to our commitment to safeguarding the rights and interests of consumers across our nation and our dedication and our dedication to empowering consumers by providing them with a platform to voice their concerns and to seek redress for any grievances they may encounter,” Minister Joseph said.

The minister introduced the first Director of Consumers Affairs as outlined in the legislation — Merlyn Horsford-Williams, a former chief executive officer of Digicel Grenada, where she spent over 10 years.

The Consumer Affairs Office, among other things, shall be responsible for implementing the policy established by the Ministry. According to the legislation, the responsibilities of the Office shall include:

1. carrying out investigation on its own initiative or at the request of any person, such investigations in relation to the conduct of business or any complaint by a consumer in relation to the supply of goods or services that will enable the Office to determine whether any person is engaged in practices that are in contravention of this Act; or goods or services are supplied in contravention of this Act
2. making reports and recommendations as it thinks fit to the Minister in respect of investigations made
3. promoting the development of and monitoring the operations of organisations formed to provide services for the protection of consumers to ensure that they fulfil the criteria listed in section 5 of the law and ensure that the consumer’s interests receive due consideration at those forums
4. collecting, compiling and analysing information in relation to any trade or business and the marketing of goods and services
5. providing information to consumers respecting their rights and obligations as consumers to enable them to make informed choices about goods and services at competitive prices
6. providing information and guidelines to the public on the functions of the Office and obligations of consumers and business enterprises under this Act
7. receiving and evaluating complaints and taking appropriate action in relation thereto
8. promoting fair and honest trade policies including promoting compliance with the provisions of this Act
9. prescribing, promoting, monitoring and enforcing Codes of Practice and maintaining a register of the Codes of Practice
10. conduct education programmes for the benefit of consumers and suppliers including educating and assisting consumers generally in resolving complaints
11. making arrangements for the resolution of disagreements between consumers and suppliers
12. carrying out such other functions as the Minister may assign to the Office from time to time
13. submitting to the Minister annual reports