CPC Provides Consumer redress worth N2.5bn in 2016

The Consumer Protection Council(CPC) has disclosed that  it has ordered redress up to the tune of N2.5 billion for consumers in 2016 as refunds and compensation in the resolutions of their complaints on unsatisfactory services and products.

Dupe Atoki,the Council’s director general made the disclosure at  a capacity training for media practitioners on Wednesday in Lagos  while  presenting  the agency’s 2016 Annual report.

According to her, the N2.5 billion included foreign currencies of $31,948.87 and €1,406 recovered for aggrieved consumers who complained to the council.

While giving a  further breakdown,Atoki pointed out  that out of the 5,000 total number of complaints received in various sectors,4,000 were resolved,while electricity/Power and chemical and allied products sectors had highest and least number of complaints respectively.

Speaking on enforcement,the director general  revealed that the total value of substandard products removed from Nigeria markets was over N242.3 million with food and beverages taking the lion share of over N200 million and tobacco with the least value of about N300, 000.

Further breakdown of the value of seized products,according to her  showed that substandard products worth over N202 million were seized from malls,super and open markets,shops and warehouses,while the value of electrical and electronic products seized during the period is N40 million.

Shedding more light on the activities of the Council,Atoki said, ” the redress was facilitated through sectoral intervention adopted in the strategic plan of the Council  which enabled the result and provided speed and spread to consumers seeking redress”

“Due to the huge consumer abuse in virtually all sectors of the economy,the Council  developed  2013-2017 strategic plan,and identified a tripod stand for a fast delivery of its mandate via sectoral intervention,enhanced consumer awareness and collaborations with other regulators.

Further breakdown also  shows that the  Council’s sectoral intervention in satellite TV service, focused on Multichoice Nigeria Limited,which is the dominant provider of direct satellite broadcast service under the name of DSTV in Nigeria.

In the light of the above, she explained that the redress effected  in the sector guarantees consumers of that service to now enjoy improved services including contemporaneous release of service upon payment for renewal,access to toll free lines,one free to air channel when subscription expires,suspension of service for a limited period when absent from base and expanded operation hours of customer service centres.

The council according to the report  also revealed that its focus on the banking sector led to the order to First City Monument Bank PLC to refund N1,542 billion to Bauchi State Government being unlawful bank charges and other deductions.

The Council’s intervention in the hospitality sector in the year under review also focused on VIP Express Tourism Limited,a travel and tourism company that offers vacation accommodation services in the time share model.”The Council ordered the refund of over N25 million to over 60 subscribers of this service due to the exploitative nature of the contracts they were made to sign which among others waived their rights to rescind same.

Atoki also pointed out that the Council’s intervention in “telecommunication and food and beverage is to safeguard advert/promo/information that are deceptive or misleading ” stating that “in this wise,the foremost provider of telecommunication service in NIgeria,MTN Nigeria Communications Ltd came under investigation for deceptive promo” that led to the Council’s Order for balance payment of N1.85 million to a consumer who was earlier paid N150 000 as against the N2 million winning price.

Atoki also noted that as part of the strategy to engage the public,explained that  the council in the year under review has made conscious effort to expand its reach to the grassroots by embarking on several sensitisation programmes that have far reaching effects on the consumer groups.