CCA Advocates for the Establishment of Business Complaints Management Mechanisms

The Competition and Consumer Authority today (4^th December 2023) hosted a stakeholder workshop in Gaborone to sensitise the business community on the establishment of Complaints Management Mechanisms to ensure timeous resolution of consumer complaints as and when they arise.

Participants were drawn from sectors such as second hand motor vehicles, cell-phone retailers and supermarkets where the Authority has received the majority of consumer complaints.

The Authority has recorded and investigated more than 1400 consumer complaints during the 2022/23 financial year. In more than 600 of these complaints, consumers were not given the opportunity to be heard as one of their basic consumer rights.

Failure by businesses to listen to complaints from consumers is largely attributable to the absence of established internal complaints management systems or procedures. The Authority has also found that some businesses which have established complaints management systems, do not utilise them and some do not conform to the procedures.

Furthermore, some businesses are reluctant to investigate and resolve complaints received, whereas others are not even aware of the existence of such complaints when the Authority undertakes investigations.

In view of the above, the Authority found it fit to meet the business community and advocate for the establishment of complaints management mechanisms which will ensure timeous resolution of consumer complaints as and when they arise.

The establishment of business complaints management mechanisms is international best practice. The United Nations Guidelines for Consumer Protection stipulate that “Businesses should make available complaints-handling mechanisms that provide consumers with expeditious, fair, transparent, inexpensive, accessible, speedy and effective dispute resolution without unnecessary cost or burden”.

It is a known fact that every business or organisation that deals with consumers will receive complaints and their speedy resolution is crucial. An effective complaints management system is integral to providing quality customer care, satisfaction and retention. It also enhances brand reputation and a significant reduction in recurring complaints.