COMPETITION COMMISSION, PARTNERS CELEBRATE CUSTOMER SERVICE WEEK

MBABANE - The Eswatini Competition Commission (ESCC), in partnership with key stakeholders, commemorated Customer Service Week at Montigny Timber Company at Bhunya.

Customer Service Week is a globally recognised event that highlights the significance of customers and the essential role of those who serve them daily. The 2024 theme: ‘Above and Beyond,’ encourages service and support staff to exceed customer expectations.

At Montigny Timber, a labour-intensive company impacted by market forces, employees often encounter the dynamics of supply and demand, emphasising the need for consumer, producer and supplier rights to be upheld. The ESCC, a leader in consumer protection, seized this opportunity to educate Montigny employees on their consumer rights.

ESCC’s Customer Protection Manager Linda Dlamini noted: “Customer Service Week allows us to launch campaigns that help both the consumers and suppliers to exercise their rights and obligations in a manner that respects all the parties involved.” Dlamini added that protecting these rights fosters a healthy economic environment that stimulates growth and job creation.

Rights

Also participating in the event was the Conciliation, Mediation and Arbitration Commission (CMAC), represented by Mncedisi Maya, who emphasised the importance of workplace dispute resolution. Maya explained that CMAC’s presence was to provide guidance on resolving industrial relations issues, ensuring that both the employers and employees understood their rights and how to address conflicts.

The Eswatini Financial Services Regulatory Authority (FSRA), represented by Mbuso Gamedze, focused on educating employees about debt management. Gamedze highlighted that many individuals faced debt-related challenges and had legal rights regarding loan repayment. He assured the employees that loan agencies were not permitted to harass borrowers and that those facing such issues could seek assistance from the FSRA or the Financial Services Ombudsman.

Khulisumnotfo Dlamini, the Ombudsman of Financial Services, explained the office’s outreach efforts to decentralise services and reach all the regions of Eswatini, including Montigny. The Ombudsman’s Office oversees complaints related to non-banking financial institutions such as retirement funds and medical schemes, referred by the FSRA.

The Central Bank of Eswatini (CBE) also participated, with Raymond Masimula explaining the role of the Ombudsman for Financial Institutions. He outlined the process for resolving disputes with banks, noting that individuals and small businesses with a turnover below E2 million were eligible to approach the Ombudsman. However, businesses exceeding this threshold or cases involving legal proceedings are outside the Ombudsman’s jurisdiction.

Other organisations identified by the ESCC for its consumer protection initiative included the Royal Eswatini Police Service (REPS), Umbutfo Eswatini Defence Force (UEDF), and Eswatini Railways (ESR).

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