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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.
 
 
       The Consumer Affairs Authority Act No.9 2003
 

The Consumer Affairs Authority Act was passed in the Parliament on 9th January 2003. It came into force with the establishment of The Consumer Affairs Authority. The Authority comes under the purview of the Ministry of Trade, Commerce, Consumer Affairs and Marketing Development. The new act repealed following acts.

• Consumer Protection Act No.01 of 1979

• Fair Trading Commission Act No.01 of 1987

• Control of Prices Act ( Cap 173 )

Most of the provisions of the repealed acts, with some innovations, have been read in to the Consumer Affairs Authority Act. been designed to protect the interest of the consumers. The Consumer Affairs Authority was established with focusing attention on the consumers in the present day context of the new economic order and trade procedures. It safeguards the rights of not only the consumers but also the trader who are subjected to injustice. Both the goods and services come within the ambit of the Act.

      Download Act         Here
 
      Powers Of The Authority In Regulation
 

 01. The Authority may take necessary action for the protection of the consumer against manufacturers and traders in respect of labeling , price marking, packeting, sale or manufacture of any goods. [ Section 09 ]

02. The Authority may issue general directions on labeling , price marking, packeting, manufacture and sale of any goods [ Section 10 ]


04. The Authority may, for the purpose of protecting the consumer, determined the standards necessary to ensure the quality of goods and services [ Section 12 ]



07. The Authority may determine the “Specific Goods” which is essential for the living and place such goods under price regulation for the well being of consumers. [ Section 18 ]

08. The Authority may carry out investigation in regard to the prevalence of any anti competitive practices, which prevents, restricts or distorts competition, with regard to the sale of goods or provision of any services. [ Section 34 ]


10. In carrying out investigation, the Authority has the powers of a District Court [ Section 36 ]

The Offences under the Act

07. Denial of goods in possession and imposing conditions on the consumer upon purchase.[Section 16]  06. Refusing to sell goods in possession. [ Section 15 ]05. Manufacturing and selling of goods which fail to comply with the stipulated standards and quality.[Section 13 ]04. Sale of goods above the maximum price where prices have been fixed or marked [ Section 11 ]03. Altering, obliterating, erasing or defacing of a label or description of any goods and producing such a good for sale.[section 10]02. Violation of the directives relative to manufacturing, importing, marketing, sorting, selling and stocking of goods [ Section 10]

08. Keeping the goods in custody excess of normal trading requirements.[Section 17]


13.  engaged in a conduct that is misleading or deceptive [Section 30 ]12. Failure to produce documents or records, refusal to administer any oath or affirmation or failure to answer any question asked by the Authority relating to any matter under investigation by the Authority.11. Failure to attend any investigation when such investigation is conducted by the Authority.

 

10. Violation of conditions pledged in the warranty or guarantee by implication or otherwise on the supply of goods and services. [ Section 32 ]09. False representation that any goods or services are of a particular standard, quality or grade, or that goods are of a particular style or model, or that goods and services have sponsorship, approval, performance characteristics , accessories ,users or benefits that they do not have. [ Section 31 ]01.Failure to label the goods, price mark the goods or any violation of the directives on packing and manufacturing  [ Section 10 ]09. The Authority may carryout investigation on monopoly situation and other anti competitive behaviours on own motion or on consumer complaint. [ Section 34 ]
06. The Authority may enter into agreements with any manufacturers or traders of goods provide for maximum price, the standard of any goods manufactured, any condition required on the manufacture. [ Section 14 ]
05. The authority may inquire into complaints made regarding the situation where goods and services are not conform to the standards determined by the Authority or not conform to the warranty or guarantee given by the manufacturer or trader. [ Section 13 ]03. The Authority may issue special directions to manufacturers or traders concerning the manufacturing, importing, storing , selling, and stocking of any specific consumer goods[ Section 10 ]
 
       Directions Of The Authority
 

The Authority is empowered to issue orders under section 18 of the Act and general and special directions under the section 10 of the Act.   Orders are concerned with specifying goods and services for regulation of their prices. General directions may address issues relating to labelling, price marking, picketing, sale or manufacture of any goods while special directions are aimed at class of manufacturers or traders with specifications on time and place of sale, and conditions on manufacturing, importing, marketing, storing, selling and stocking of goods.  Every order or direction is published in the Gazette and in newspapers in Sinhala, Tamil and English newspapers.  Any manufacturer or trader who fails to comply with such orders and directions is guilty of offence under the Act.  There are 5 orders and 6 directions issued so far by the Authority.
Copies of orders and directions issued by the Authority can be downloaded from the following link.
  Directions_English_01
  Directions_English_02
  Directions_English_03
  Directions_English_04-05
  Directions_English_06
   
       Orders Of The Authority
  Order_01
  Order_02
       Other
 
  Download PDF File in Below Link
DISCRIPTION
Sinhala
Tamil
English
 YEAR : 2006
  Remedies
 YEAR : 2007
  Remedies
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Last Modified Date 03/09/2010