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A basic principle in marketing is that the Consumer is always right.  The consumer rights in Sri Lanka are protected by the Consumer Affairs Authority and Authority consider that protection of consumer rights is a means of developing responsible civic society. 

 

We uphold internationally accepted basic consumer rights:

 

  1. The right to satisfaction of basic needs – To have access to buy essential goods and services: adequate food, clothing, shelter, education, public utilities, water and sanitation.

 

  1. The right to safety – To be protected against products, products processes and services which are hazardous to health or life.

 

 

  1. The right to be informed – To be given the facts needed to make informed choice, and to be protected against dishonest of mislead advertising and labeling.

 

  1. The right to choose – To be able to select from a range of products and services, offered at competitive prices with an assurance of satisfactory quality.

 

  1. The right to be heard – To have consumer interests represented in the making and execution of government policy, and in the development of products and services.

 

  1. The right to redress – To receive a fair settlement of just claims including compensation for misrepresentation, shoddy goods or unsatisfactory services.

 

  1. The right to consumer education – To acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them.

 

  1. The right to a healthy environment – To live and work in an environment which is non-threatening to the well-being of present and future generations.
 
 
    Consumer Grievances

The Authority receives complaints on a wide range of products and services. Objective of providing this service is to assist the aggrieved consumers to settle their problems in purchasing goods or obtaining services in the market place.  The Authority can inquire into complaints on goods as well as services.  Authority is empowered to inquire into complaints regarding the production, manufacture, supply, storage, transportation or sale of any goods and to the supply of any services which does not conform to the standards and specifications determined by the Authority. 

     More over Authority can inquire into complaints regarding the manufacture or sale of any goods which does not confirm the warranty or guarantee given by implication. Consumer Affairs Authority carries out investigations based either upon its own motion or on any complaint/requests made by any consumer or organization of consumers. Individual consumer or any organization of consumers can make complaints or can provide information on erroneous trade practices.  Many of the matters under dispute have been settled either through direct written communication or through discussion and verbal negotiation with the relevant parties to the dispute.

Any complaint to this effect may be sent to:

Director General,

Consumer Affairs Authority,

No 27,Vauxhall street

Colombo 02
    Control Of Abusive Trade Practices


Authority regularly conducts raids on trade related offences to ensure the compliance by traders regarding the orders and directions made by the Authority.   These raids have created a large impact on controlling the behavior of traders to safeguard the rights of consumers.  Offenders and goods that are taken in to the custody during raids are produced to courts and offenders are punished according to the provisions of the act.  
 
    Consumer Education


One of the main functions of the Authority is to promote consumer education on health, safety, security, consumer rights and responsibilities. Following programmes are conducted under this service.

        ·        School children awareness programme 

        ·        Inter school, Art, Essays and Drama Competitions
·        All island do you know competitions among school children

      ·        Consumer Ceremonial Programmes
·        Knowledge dissemination through mass media.

 
    Empowerment Of Consumers
 


An important activity of the Authority is the formation of Consumer Societies, which are intended to educate consumers as well as to provide a forum to air grievances of consumers. This is aimed at empowering the consumer groups to raise a strong voice to safeguard the common interests.  Authority extends its fullest co-operation to any party concerned about promoting, assisting and encouraging the establishment of consumer organisations.

 
 
    Market Information


The Authority conducts field surveys and investigations to verify whether traders comply with Orders and Directives issued by the Authority. Regular market surveys are also conducted on prices of essential commodities, which form the basis for policy decisions by the Authority on pricing matters.
 
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Last Modified Date 03/09/2010