ESCC RESOLVES E400K WORTH OF COMPLAINTS IN 2023/24

MBABANE - Complaints to an estimated value of more than E400 000 were received and resolved by the Eswatini Competitions Commission (ESCC) in the 2023/24 financial year.

The 68 consumer complaints were all handled by the ESCC’s consumer protection department which disclosed that the number of complaints received in each month vary, with an average of five complaints received each month. The ESCC’s Acting Advocacy and Communications Manager, Linda Dlamini, said: “For the year under review, 59 per cent of the complaints were received through calls. Consumers utilise the department’s mobile number (7606 2962) or the commission’s landline number (2404 0111). The least utilised mode of lodging complaints was through social media, only one per cent.”

Complaints are received from anyone and everyone, regardless of gender; 62 per cent of the complaints received were from males. Dlamini indicated that from the four geographical regions of Eswatini, 51 one per cent of the complaints received were from Manzini Region. This could be because the Manzini is the most populated and busiest of the regions. The least number of complaints received per region was from Lubombo.

The commission receives complaints from all sectors in the economy. 25 per cent of the complaints received were from the cell phone and electronics retail sector, 24 per cent from the furniture and appliance retail sector, 10 per cent from clothing retail another 10 per cent from the motor vehicle sector. A further 9 per cent of the complaints were from general dealers such as supermarkets and grocery stores, while seven percent were from hardware retailers. Dlamini states that “there are a number of ways the ESCC uses to resolve complaints.

These range from alternative dispute resolutions, in which a product may be repaired, replaced or refunded, to withdrawn, referred and abandoned resolutions.”
Withdrawn complaints can be withdrawn for multiple reasons such as lack of evidence, the issue being settled by involved parties or the complainant exploring other dispute resolution avenues.

Complainant

  Abandoned complaints occur when the complainant cannot be located or never returns with requested documents. 50 per cent of the complaints were resolved through alternative dispute resolution, with consumers’ defective goods or services being either repaired, replaced or the consumers being refunded. 25 per cent of the complaints were withdrawn, 13 per cent were abandoned and only two percent were referred to other regulators. There are various ways in which consumers can contact the Commission and lodge their complaints. Consumers can call-in, walk-in, send a WhatsApp, Email or communicate via Facebook (And other social media platforms).


 






 

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