FAQ's › Consumer Affairs Division

1. Am I entitled to a refund for products/services that I am not satisfied with?
   A consumer is entitled to REDRESS when a product sold to him/her is NOT of MERCHANTABLE QUALITY or is NOT FIT for the PURPOSE for which it was BOUGHT.
   • You are not entitled to redress if, for instance:
     • You no longer want the product
     • You see it at another store for less
     • You aunt from New York sent you one just like it
   • If a service is not performed to specified requirements, this will constitute breach of contract and the consumer can claim compensation for breach of contract.
     
     
2. Does the Consumer Affairs Division handle ALL consumer complaints?
   No. Some of the other government agencies and complaints they deal with include:

3. What does the Consumer Affairs Division do to assist consumers?
   The Consumer Affairs Division
   1. seeks to empower consumers through our educational outreach program;
   2. advises consumers about their rights and responsibilities, making wise purchasing decisions, seeking redress etc.
   3. protects consumers by monitoring trade practices; monitoring compliance with consumer protection legislation, recommending amendment/introduction of consumer law; implementing such legislation when necessary
      
      
4. Where are your offices located?
   The Consumer Affairs Division of the Ministry of Legal Affairs is located in the Agostini Building, #3 Duncan Street, Port of Spain.
   • Opening Time: Monday – Thursday, 8.00 am – 4.15 pm
     Friday, 8.00 am – 4.00 pm
   • Telephone Numbers: 623–7741, 625–5829
     Fax: 625 – 4737
   • We also assist consumers from the City Hall Complex (South West Regional Office), Penitence Street, San Fernando. This office is opened on Wednesdays only between the hours of 8.00am to 4.00pm.
     
     
5. What is Hire Purchase?
   Hire purchase allows a consumer to have the use of a product before paying the full price of that product. What you are doing is renting the item until the last installment is paid, at which time you have the option to purchase it. Payments are usually made as stipulated in the contract on a fixed date each month.
   
   
6. What are the advantages/disadvantages of using Hire Purchase?
   • Advantages:
     • you get to use the item while you are still paying for it
     • you do not have to put out a large sum of money for it up front
   • Disadvantages:
     • you end up paying much more for the product in the long run, as finance charges on Hire Purchase are highest of all credit transactions
     • the item is not yours until you have paid in full
     • if your miss payments, the item can be repossessed; you then lose all that you have paid so far
   
   
7. What alternatives to Hire Purchase are available?
   • Consumers can access loans (credit) from:
     • Credit unions
     • Banks
     • Insurance Companies
   • The interest on these loans usually amounts to less than that paid on Hire Purchase terms.
   • You may also want to consider participating in a Sou Sou, or paying for the item on a layaway plan.
     
     
8. How do I make a complaint if I am not satisfied with a product for which I paid?
   1. First you determine whether the product is defective or not fit for the purpose for which you bought it (your having relied on the store’s expertise).
      You then STOP USING the product.
   2. If it is portable, take it to the store along with your receipt and any other relevant documents and inform the manager/owner of your problem. If not take the documents.
   3. It is preferable to put your complaint in writing, stating the problem, the redress you want and a deadline date for settlement.
   4. Keep a copy of your letter and do not give over your original documents (bills etc).
   5. Copy your letter to the relevant protection agency and lodge a complaint at that office if your complaint is not satisfactorily resolved.
      
      
9. How do I make a complaint if I am not satisfied with a service for which I paid?
• Gather your documents – receipts, estimates, contract/agreement
• Write a letter of complaint to the owner/manger of the business that supplied the service. Specify what redress you want and give a deadline date for settlement
• Take the letter of complaint in along with your documents and discuss the complaint with the owner/manager of the business
• Copy your letter of complaint to the relevant government protection agency or association to which the service provider may belong, e.g.: Medical Board for medical services
• Lodge a complaint at this agency if the matter is not satisfactorily addressed.
  
  
10. What can I do to ensure that I get value for money when shopping?
    • Shop around- compare prices, service, quality of product.
    • Get three estimates before deciding who you’ll give the job to.
    • Find out about a store’s reputation – ask friends, coworkers, relatives.
    • Ask others who have had experience with different brands before deciding on one.
    • Ask questions of store personnel; read manuals, labels etc; look for care labels on garments.
    • Register complaints with the supplier when products are defective or service is not up to standard.
    • Join/form a Consumer Interest Group.