Consumer Rights
According to the National Consumer Policy for Trinidad and Tobago 2018-2023
[Link]
National Consumer Policy 2018 -2022
The main responsibility for consumer protection in Trinidad and Tobago resides with the
Consumer Affairs Division where consumer complaints are received, recorded and addressed.
When a consumer makes a complaint, a Consumer Advocate undertakes an assessment to
determine whether the complaint is valid or not. Only if the complaint is deemed valid, will it
be recorded in a Complaints Database system, where specific action is taken accordingly.
Additionally, the Consumer Affairs Division develops and conducts countrywide consumer
education and awareness activities through mass media and outreach programmes such as:
Consumer Public Dialogues, Radio Talk shows, School Lectures and social media.
The Consumer Affairs Division’s educational programmes are premised on the United
Nations seven (7) basic Consumer Rights, which are as follows:
1. The right to safety
2. The right to be informed
3. The right to choose
4. The right to be heard
5. The right to redress
6. The right to consumer education
7. The right to a healthy environment
The Right to Be Informed
As a consumer, you have a right to receive accurate information. Consumers can make wise
decisions only if they have the information they need. Businesses are required to provide
certain details about their products. For example, drug companies must list the complete
contents of every medicine. Clothing manufacturers must list the fabric and fibres used in
materials. Packaged foods must show all ingredients, with the main one listed first.
Companies provide this information through product labelling.
The Right to Choose
Consumers can choose from a wide variety of goods and services. Businesses compete with
each other to sell their products to consumers. They offer new products, lower prices, higher
quality, or improved services to get you to choose their products. Competition provides
choices. A lack of it hurts consumers.
The Right to Safety
You have a right to products that are safe to use. Product liability is the legal responsibility
that manufacturers have to make a safe product. For example, tools and appliances must
include safety devices for your protection. Federal laws ensure that clothing, food, toys, and
other items will not harm consumers.
The Right to Be Heard
Consumers who have complaints about products or services have a right to be heard. Suppose
you buy a bike helmet from a sporting goods store. After wearing the helmet a few times, you
find that the chinstrap keeps coming loose. You have the right to let the store know you are
not satisfied with the helmet. Businesses rely on customer satisfaction. The purpose of the
customer service department is to listen to the concerns of customers.
The Right to Have Problems Corrected/Redressed
Sometimes products do not work properly after they are purchased. Usually if a customer
takes a defective item back to a store with a receipt, the business will replace it or issue a
refund. If a business cannot or will not correct a problem, consumers can write to the
manufacturer to find out how to get the matter resolved. If the manufacturer will not help, a
government agency might be your next step such as the Office of the Ombudsman.
The Right to Consumer Education
Consumers have the right to learn how a market system works. You should know how to get
the best value and satisfaction for your money. When you decide to buy an item, you should
know that different stores might charge different prices. You should know how to compare
shops to find the best buy. Check the information required by law on labels and read fact
sheets about products.
The Right to Service
Customers have a right to be treated in a respectful and courteous manner. You have the right
to expect prompt delivery of goods or services that meet the standard of quality a business
claims. You also have the right to be served without discrimination on the basis of your race,
gender, income, or age. These rights apply wherever you are being served.
The Consumer Affairs Division is the consumer protection and advocacy arm of the
Ministry of Trade and Industry. They CAD is charged with the responsibility to safeguard the
consumers through three main areas:
- Consumer Redress/Protection
- Consumer Education and Empowerment
- Consumer Research
- Site- [Link]
As a consumer you have certain responsibilities when making purchases:
- Be Critically Aware - The responsibility to be more alert and to question more – about
prices, about quantity and quality of goods bought and services used.
- Learn Customer Skills for example
● Read information on labels and packages.
● Compare prices at different stores and look for sales.
● Pay attention to the media to become aware of illegal practices.
● Read consumer information publications.
● Attend classes or workshops on consumer issues and problems
The Office of the Ombudsman
The Ombudsman's Office was established solely for the purpose of giving assistance to
persons who believe that they suffered injustices at the hands of public officers employed by
Government agencies and departments. If you believe that any Government department or
authority has unfairly treated you, you can take your COMPLAINT to the Ombudsman.
In short, the Ombudsman can best be described as a 'grievance person' to whom a citizen can
make a complaint with a view to redressing the mistakes, delays, rigidity and carelessness of
the government bureaucracy. The role of the Ombudsman is both investigatory and advisory.
In consequence of his investigations, he can make recommendations to Government
departments and authorities aimed at the resolution of complaints and improvements in the
delivery of public services. On failure to comply with his recommendations, he can report the
matter to Parliament.
The Ombudsman is an Officer of Parliament and is only accountable to Parliament, to which
he makes annual reports on the performance of his functions including statistics of the
complaints received and the results of his investigations. He can also make special reports to
Parliament on matters of public importance. The Office is a non-political, independent and
impartial oversight institution.
The Bureau of Standards
The primary role of the Trinidad and Tobago Bureau of Standards is to develop, promote and
enforce standards, in order to improve the quality and performance of goods produced or
used in the Republic of Trinidad and Tobago; ensure industrial efficiency and development;
promote public and industrial welfare, health and safety; and protect the environment.