The document outlines various rights that customers have when purchasing goods or services. It discusses rights regarding defective products, returns and refunds, warranties, lay-bys, equality in the consumer market, choosing and canceling suppliers, being informed, fair marketing and contract terms, a healthy environment, and more. Key rights include the right to safe, fit-for-purpose products; refunds for faulty goods; statutory warranties; fair lay-by terms; equal treatment; canceling agreements; returning unsatisfactory items; and full disclosure of accurate information.

1. RIGHTS OF A CUSTOMER

2. WHEN YOU BUY GOODS OR SERVICES THE
LAW GIVES YOU CONSUMER RIGHTS. THIS
PROTECTS YOU FROM BEING TREATED
UNFAIRLY BY TRADERS. YOU MAY HAVE
RECEIVED POOR SERVICE OR YOU MAY
WANT TO SWITCH ENERGY SUPPLIERS OR
CANCEL THE CONTRACT.

3. YOUR RIGHT AS A
COSTUMER

4. BUYING THINGS
When you purchase goods, you are entitled to obtain goods that are:
 free from defects;
 fit for the purpose for which they were purchased;
 of a basic quality bearing in mind the price you have paid and any
description of the goods given to you by the seller;
 Safe and free from hazard.

5. WHEN GOODS AREN'T GOOD ENOUGH
If the goods you have purchased fail any of the tests set out
above then you have the right to complain to the seller. Be clear
about what you want the seller to do about the situation - do
you want a refund; replacement goods; a price reduction or
some other remedy? If you cannot resolve the problem with the
retailer at this stage, then you should seek advice from the Office
of Consumer Affairs and Fair Trading or a lawyer.

6. REFUNDS
You are entitled to a refund if the goods purchased by you are
faulty or damaged, unfit for the purpose for which you
purchased them, do not match the description given to you, or
do not match the sample you were shown. You are not entitled
to a refund if you have changed your mind about buying the
goods, you have found the item cheaper elsewhere, you
discover that you cannot afford them, you knew the goods had
a fault and purchased them anyway, or you have damaged the
goods yourself.

7. WARRANTIES
All goods are covered by what are termed statutory
warranties. These protect you if the goods purchased:
are not reasonably fit for the purpose you bought them;
do not match a description given to you;
Are not of a reasonable quality bearing in mind price and
description.

8. LAY-BY
This is a very popular method of buying goods. A store is not obliged to have a lay-by
system, but if they do then the following rules should be followed:
 the goods you are buying should be set aside at the store;
 the seller should give you a copy of the terms of the lay-by agreement including the
following information: the amount of the deposit; the period over which installments are
to be made; the date by which all payments have to be made; penalties which can be
applied if you fail to make payments or want to cancel the agreement; and the person
responsible for insuring the goods.
The seller cannot change the price of the goods during the lay-by period. If you fail to
abide by the terms of the lay-by agreement then the seller can terminate the agreement,
return the goods to the shelves and retain a portion of the money paid by you to cover
expenses associated with the lay-by. You do not own the goods until the purchase price of
the goods has been paid in full.

9. RIGHT TO EQUALITY IN THE CONSUMER MARKET AND
PROTECTION AGAINST DISCRIMINATORY MARKETING
PRACTICES Your right to free and unlimited access to goods and services
- Suppliers are not permitted to limit access to goods and services.
- Suppliers are not permitted to prioritize any consumer groups over others when
marketing, selling or distributing their goods and services.
 Your right to high-quality goods and services
- Suppliers are not permitted to vary the quality of their goods and services in a
discriminatory manner.
- Consumers have the right to query the inferior quality of goods and services.
 Your right to fair pricing of goods and services
- Suppliers are not permitted to charge unfair prices for the same goods and services.
- Consumers should be treated equally, irrespective of gender, race, socio-economic
status or geographic location.
 Your right to lodge complaints
- The Equality Court has jurisdiction in respect of alleged contraventions:
- Proceedings may be instituted before Equality Court.
- Consumer complaints may be filed with the National Consumer Commission, the latter
of which is required to refer such complaints to the Equality Court, if they appear to be
valid.

10. RIGHT TO CHOOSE
 Your right to select the supplier of your choice
 - Consumers have the right to shop around for the best prices, goods and services.
 Your right to cancel or renew a fixed-term agreement
 - Consumers have the right to cancel fixed-term agreements upon expiry of the contract period, without
penalty or charge.
- Consumers are obliged to provide suppliers with 20 business days’ notice, in writing or other recorded
means, of cancellation of fixed-term agreements. Reasonable penalties may apply.
 Your right to return goods and seek redress for unsatisfactory services
 - Consumers have the right to return unsafe or defective goods and request a full refund for such goods,
provided this is done within a reasonable period.
- Consumers have the right to return goods that were not pre examined prior to delivery.
 Your right to retain and not pay for unsolicited goods or services
 - Consumers have the right to return unsolicited goods or services, at the risk and expense of the
suppliers.

11. THE RIGHT TO BE INFORMED AND PROTECTED
-against fraudulent, deceitful or misleading information and to
have access to accurate information and facts needed to
make informed choices and decisions.
-must inform customers of the new changes in the price and
must also inform the unwanted wholesome products to protect
consumers

12. RIGHT TO BE HEARD
 and to express and represent consumer interests in the
making of economic and political decisions.

13. RIGHT TO DISCLOSURE OF INFORMATION
 What does this mean for the ordinary consumer?
 Your right to information in plain and understandable language
 - Consumers have the right to demand contracts/agreements in easily-understood and
plain language.
 Your right to disclosure of prices of goods and services
 - Suppliers are required to display the prices of goods and services, in full view of
consumers;
- Consumers have the right to request the unit cost of goods and services, so as to avoid
any ‘hidden’ costs.
- Suppliers are required to specify the duration of any promotions in catalogues or
brochures, failing which consumers have the right to purchase the goods or services at
the specified prices.
- Consumers have the right to demand paying the lower price for goods displaying two
varying prices – suppliers are not permitted to charge consumers the higher price for the
same goods.

14. RIGHT TO FAIR AND RESPONSIBLE MARKETING
 What does this mean for the ordinary consumer?
 Your right to protection against bait marketing
 - Suppliers are not permitted to mislead consumers in respect of pricing, the nature, properties,
advantages or uses of goods or services advertised, if such goods or services are not actually
available for purchase or procurement in accordance with these standards.
- Suppliers are obliged to include limitations in respect of the availability of goods or services when
advertising such items, and honor such agreements.
 Your right to protection against negative option marketing
 - Suppliers are not permitted to promote any goods or services or automatically enter consumers
into agreements for the supply of goods or services, i.e. if consumers receive unwanted or
unsolicited goods or services, they are under no obligation to pay for these goods or services.

15. RIGHT TO FAIR, JUST AND REASONABLE TERMS AND
CONDITIONS
 What does this mean for the ordinary consumer?
 Your right to protection against unfair, unreasonable or unjust contract terms
- Suppliers are not permitted to market, supply or enter into an agreement to supply goods or services at prices
or terms that are unfair, unreasonable or unjust.
- Suppliers are not permitted to require consumers to waive any rights, assume any obligations, waive any
liability of the suppliers on terms that are unfair, unreasonable or unjust.
 Your right to obtain notice for certain terms and conditions
 - Suppliers are required to provide consumers with prior written notice of clauses in agreements that may
constitute a potential risk or liability to consumers.
- Suppliers must specifically draw the fact, nature and potential effects of risks to the attention of consumers, in
a conspicuous manner and form, to which the consumers accordingly accept
responsibility.
 Your right to obtain free copies of agreements/contracts
 - Consumers are entitled to obtain free copies or free electronic access to copies of agreements/contracts,
irrespective of whether consumers have entered into such agreements/ contracts.
- Free copies should include an itemized breakdown of financial obligations under such agreements.
- Suppliers are required to keep records of transactions entered into over telephone or other recordable forms,
in the event of the consumer-supplier agreement not being in writing.

16. THE RIGHT TO A HEALTHY ENVIRONMENT
The right to live and work in an environment which is
neither threatening nor dangerous, and which permits a
life of dignity and well-being.

17. RIGHT’S
The Right to be heard;
 The retailer, supplier or anyone else involved must listen on the consumer when they complain. The complaint
should be addressed with the person at the top or manager of the particular store.
The Right to safety;
 Consumers must be protected against flaws or hidden dangers in products or services that they buy. They also
have the right to physical safety while they are buying.
The right to redress;
 When you are sold an inferior product or service , you have the right to back to the seller and demand a
replacement or a refund. In some instances the right is protected by law and consumers can take their cases
to the court to exercise their right to redress.
The right to a healthy environment;
 Consumers have the right to physical environment that will enhance the quality of life.
The Right to be informed;
 Consumers have the right to be given all the information they require about a product or service.

18. The Right to choose;
 Consumers must insist on a variety of product and goods to choose from based on
personal taste, quality or price. Competition in the market place allows to buy what
suits your particular circumstance.
The Right to consumer education;
 Consumers have the right to demand education in consumer’s affairs. Both the state
and private sector have a role to play on this.
The right to satisfaction of basic needs;
 Consumers have the right to basic goods and services which guarantee survival. This
includes adequate food, clothing, shelter, health care, education and sanitation.
Access to list;
 You will receive appropriate list recommendations and professional quality services
regardless of the size of your company, the product or service offered or the value of
the assignment. You have the right to be served by professionals who are properly
trained and competent to perform their duties correctly.

19. Respect and Dignity;
 You will receive respectful consideration at all times, with full recognition of your direct
marketing needs. You have the right to be free from telephone abuse or overzealous sales
practices.
Privacy and Confidentiality;
 All the information’s provided to you in email or verbal communication, written
documentation in regards to list used or prices paid is private. Your records and
communications will be treated confidentially and will only be accessed by appropriate
staff members.
Informed decision making;
 You will receive information necessary to provide an informed decision regarding the
product and services. This includes data cards, computer reports, email and delivery
records.
Refusal or Cancellation;
 You may cancel your list of orders at any time. However, should the list service be
completed you are obligated to pay for services rendered. Should you decide to cancel
your order while in progress, your obligation is restricted to that portion of the work
completed at reduced rate.
Continuity of Deliverability;
 You may expect all list deliveries or email processing and transmissions to be provided in a
timely manner. You will be notified within a reasonable time if any delay will occur.

20. Resolution of Costumer Complaints;
 You may voice your complaints or question your assignment with your account executive or customer
service department at any time without delaying or interrupting the list processing procedures.
Right for the Truth;
 Costumers have the right to be told the truth. About your company, your products, and your procedures. It is
never right to mislead a costumer, even if it is done in the spirit of service.
Common Courtesy;
 Costumers deserve to hear basic courtesies like “please” and “thank you” from every employee they
encounter in your business. They deserve to be heard without being interrupted; they should not be berated,
criticized, or insulted
Timely Service;
 Costumers have the right to receive service in timely fashion. They should not be expected to stand in
extraordinarily long lines.
Solution to problems;
 Problems are inevitable in customer service, and how you resolve those issues will make a difference in
whether your customer comes back or moves on to your competitor down the streets.

21. Clean Facility;
 Costumers also deserve a clean facility. They deserve a well-stocked restrooms and
pristine environment to interact with the staffs.
The Right to Representation;
 You can reasonable demand that lawmakers and bureaucrats express our interest in
crafting government policies.
The right to satisfaction of basic needs
 To have access to basic, essential goods and services: adequate food, clothing,
shelter, health care, education, public utilities, water and sanitation.
The right to safety;
To be protected against products, production processes and services that are
hazardous to health or life.
The right to be informed;
 To be given the fact needed to make an informed choice, and to be protected
against dishonest or misleading advertising and labeling.

22. 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.
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.
The right to redress;
 To receive a fair settlement of just claims, including compensation for misrepresentation,
shoddy goods or unsatisfactory services.
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

23. CONSUMERS RESPONSIBILITIES
With rights there are also responsibilities. There is also an expectation that consumers act
rationally, and accept a reasonable level of responsibility when exercising choice and
entering into transactions in the marketplace.
Critical awareness
 consumers must be awakened to be more questioning about the provision of the quality
of goods and services.
Involvement or action
 consumers must assert themselves and act to ensure that they get a fair deal.

24. Social responsibility
 consumers must act with social responsibility, with concern and sensitivity to the impact
of their actions on other citizens, in particular, in relation to disadvantaged groups in the
community and in relation to the economic and social realties prevailing.
Ecological responsibility
 there must be a heightened sensitivity to the impact of consumer decisions on the
physical environment, which must be developed to a harmonious way, promoting
conservation as the most critical factor in improving the real quality of life for the
present and the future.
Solidarity
 the best and most effective action is through cooperative efforts through the formation
of consumer/citizen groups who together can have the strength and influence to ensure
that adequate attention is given to the consumer interest.

25. TIPS BEFORE BUYING
Find out First if it is your responsibility to be well informed.
 identify your needs and differentiate it from what you want.
 obtain much information on the product or service, and others experience with similar
purchases.
 compare price, quality standard and features with competing products.
 assess safety issues, such as the age and suitability of the product and potentially
dangerous features.
 understand that advertising and marketing material may not necessarily give the full
picture, further inquiries is needed.
 avoid making hasty or impulsive decisions based on extravagant claims or exaggerated
representations.
 refrain from entering into any schemes that are promoted with terms such as “get rich
quick”.
 understand your financial capability before making the purchase.

26. Price Indications
 Make sure you understand the price involved. The price indicated by the trader is an offer,
and upon acceptance of that offer consumers are expected to pay that price.
 If in doubt as to price, or where the manner in which the price indicated is outside the normal
pattern, seek clarification as to what you are expected to pay. If still in doubt or confused
refrain from making the purchase.
Understand your Contract
 A contract sets out legal obligations of not only the trader, but also the consumer.
 ~read all the provisions on the contract before signing. If unsure of the meaning of the certain
terms, seek assistance from your friends or relatives who may have had knowledge or similar
experience with the same product or check with legal advisers.
Sustainable Development
 Have regard to the environment, choose products that are environmentally friendly and does
not cause harm to the environment, can be repaired, upgraded, recycled or have a refill
package, as far as possible.
Illegal Transactions
 Consumers have the responsibility not to partake to illegal behavior, refuse to pay any
bribes, and report any approaches engage in unlawful behavior.

27. Electronic Commerce
Read carefully the terms of the electronic transaction. For example,
 The terms of payments, including the correct payment procedure to be followed;
 Terms of delivery including the time period of delivery;
 Guarantees;
 Warranties or other provisions relating to after-sales service;
 Any cooling-off period;
 Condition related to return, exchange, cancellation, or refund policy;
 The trader’s privacy policy; and
 The conditions that apply to online redress mechanisms for resolving disputes,