CONSUMER PROTECTION IN ZIMBABWE

1. CONSUMER PROTECTION IN ZIMBABWE Presentation by Miss R. Siyachitema Executive Director of the Consumer Council of Zimbabwe

2. CCZ HISTORICAL BACKGROUND The formation of the Consumer Council of Zimbabwe can be traced as far back as 1955 and wasspurred by economic problems resulting from increased costs of living and violation ofmanufacturing standards. The formation was spearheaded by two prominent Women’s organizations, which had active interest in consumer issues, and these were the National Women’s Organizations (NWO) and the Federation of Women’s Institutes (FWI). The then Salisbury consumer movement group was aimed at ensuring that consumers would not only get value for their money, but that primary producers and manufacturers produced items of high standards which could compete with imported processed foods and manufactured goods. It is against this background that the CCZ was born in the structure we know today on the 5th of December 1975, registered as a welfare organization in terms of subsection (5) of section 9 of the Welfare Organizations Act (Chapter 93) and its registration number is W.O. 9/85.

3. VISION & MISSION STATEMENT VISION As Consumer Council of Zimbabwe we shall always strive for a ‘fair deal’ for our consumers within the market place. MISSION Consumer Council of Zimbabwe strives to become a visible and highly effective consumer empowerment and protection organisation in the country that unconditionally upholds the interests of all its stakeholders through the establishment and management of effective networks with fellow consumer organisations worldwide, and through the management of a competent and well-motivated staff.

4. LEGISLATION The CCZ has successfully clamoured for the enactment of legislation such as: • Consumer Contract Act • Competition Act • Class Action Act • Small Claims Court Act • Patients Charter • National Incomes and Pricing Commission Act (2007) Currently, CCZ is in the forefront of pushing for the Zimbabwe Consumer Protection Act.

5. Who is a consumer? • “Consumers by definition, include us all,” Kennedy said in his congregational statement, ‘they are the largest economic group affecting and affected by almost every public and private economic decision. Yet they are the only important group.....whose views are often not heard’. • Over time, the consumer movement has developed this vision into a set of eight basic consumer rights that now define and inspire much of the work CCZ do.

6. Consumers International What we do • We work with our members and partners globally, to empower and champion the rights of consumers, and ensure they are treated safely, fairly and honestly. • There are eight basic consumer rights which define and determine our principles. You can also read about our work to protect and empower consumers everywhere. • With over 240 Member organisations in 120 countries, we are building a powerful international movement to help protect and empower consumers everywhere. • Founded in 1960, we are fighting for a fair, safe and sustainable future for all consumers in a global marketplace increasingly dominated by international corporations. • CI is a not-for-profit company limited by guarantee and registered in the UK (company no. 04337865). We are also a registered UK charity (no. 1122155).

7. WORLD CONSUMER RIGHTS DAY (wcrd) • World Consumer Rights Day is an annual occasion for celebration and solidarity within the international consumer movement. But more importantly it is a time for promoting the basic rights of all consumers, for demanding that those rights are respected and protected, and for protesting the market abuses and social injustices which undermine them. • World Consumer Rights Day was first observed on March 15, 1983, and has since become an important occasion for mobilizing citizen action. Consumer organizations, such as Consumer Council of Zimbabwe (CCZ), around the world use materials produced by Consumers International (CI), which is the worldwide federation of consumer organizations, representing over 230 agencies in 113 countries. Consumer organizations generate local initiatives and media coverage for their work over the coming year. • World Consumer Rights Day was established to promote the basic rights of consumers everywhere, on the 15th of March every year, the global consumer movement unites around a common theme to deliver exciting array of campaigning activities.

8. Wcrd themes CCZ has celebrated WCRD since its inception and the following have been some of the themes: • 2003 – Corporate control of the food chain: the GM link • 2004 – Consumers and Water • 2005 – Call for Action on GMOs • 2006 – Energy – Sustainable Access for All • 2007 – Unethical Drug Promotion • 2008 – Junk Food Generation • 2009 – Junk Food Generation • 2010 – Our Money, Our Rights • 2011 – Consumers for fair financial services • 2012 – Our Money, Our Rights (Campaigning for real choice in financial services) • 2013 – Consumer Justice Now • 2014 – Consumer Rights in the Digital Age - Fix our phone rights • 2015 – Healthy Diets • 2016 – Antibiotic Resistance • 2017 – Building a Digital World Consumers can trust

10. 8 CONSUMER RIGHTS The Right to: • Basic needs – to have access to basic necessities such as food, shelter, clothing, health and education. • Safety – to be protected against hazardous products and services. • Be Informed – to be fully informed about issues that affect consumers’ consumption patterns and protected against dishonest or misleading advertising and labelling. • Choose – to be able to select from a wide range of products and services offered at competitive prices with assurance of satisfactory quality.

11. Continued: • Be heard – to have consumer interests represented in the making and execution of government policy and in the development of products and services. • Redress – to seek refunds for just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services. • Consumer Education – to be educated on products and services offered to him or her • A healthy environment – to be able to live in a healthy and non – threatening environment.

12. Consumer Responsibilities • Action – the responsibility to asset ourselves and act to ensure that we get a fair deal. • Solidarity – the responsibility to organise together as consumers to develop the strength and influence to promote and protect our interests. • Environmental Awareness – the responsibility to understand the environmental consequences of our consumption. • Social Concern – the responsibility to be aware of the impact our consumption on other citizens. • Critical Awareness – the responsibility to be more alert and question about the price and quality of goods and services we use.

13. CORE PRIORITY AREAS • Consumer education / Public Awareness Raising – entails education and information dissemination on consumer rights and responsibilities nationwide. • Complaints handling – involves receiving, advising and arbitrating on behalf of consumers on issues of unfair trade which includes the safety of consumer products. • Lobbying and Advocacy – making recommendations for amendments on existing or proposed new legislation, which may be considered to affect the consumer. Representing and or securing representation of consumer interests at all levels on appropriate organizations locally and internationally. • Research – involves conducting investigations on issues that affect, and are of interest to consumers, and publicizing for consumer information and policymaking.

14. FUNCTIONS OF THE CCZ • Complaints Handling • Consumer Education • Networking • Lobbying and Advocacy • Research Current Activities: • Focus Desks • Participation at ZITF and Agricultural Shows • Consumer Action Clubs • Radio Programmes • Joint Consumer Education with ZERA, ZETDC, RBZ and Nestle Zimbabwe

15. CONSUMER PROTECTION

16. UN GUIDELINES ON CONSUMER PROTECTION - definition • The UN Guidelines for consumer protection is a declaration of best practices in consumer protection law and policy. • The guidelines are not binding, but do provide a set of basic consumer protection objectives upon which governments have agreed, thereby serving as a policy framework for implementation at a national level. • Whilst directed primarily at governments, some provisions of the Guidelines are also directed at businesses.

17. the consumer protection ACT - Continued The CPA is meant to: • Be as comprehensive as possible to ensure that regulators, legislation and policy do not perennially play catch up • Create a platform wherein business practices operate from a standard in relation to consumer rights. • Be alive to the emerging markets and technologies with the view of protecting the consumer. • Encourage competition, while simultaneously discouraging market domination bordering on monopolies. • Pay particular attention to the services sector, ensuring that the sector adheres to consumer friendly modes of operation.

18. the consumer protection ACT – continued The Consumer Protection Act is also meant to: • Ensure that the consumer is aware of his/her responsibilities. .. • Mandate consumer education and this entails consumer education [e.g. by the CCZ, SAZ, government departments such as health, ICT e.t.c] • Encourage the dissemination of information using various platforms such as the electronic and print media, leaflets and billboards as well as educational programs in schools ...e.t.c] • Facilitate frameworks for regional and international cooperation in the area of consumer protection, particularly in this era of regional integration and globalisation. • Ensure policies are in tandem with international trade obligations.

19. Thank you, Tatenda, Siyabonga For further information visit our website and Facebook page Our Offices 35 Rhodesville Road, EastleaHarare Telfax: 263 4 498441 • E-mail: ccz2@mweb.co.zw