Acting on consumer complaints alone is not enough

It is disappointing to learn, from a report by The Daily Star, of the rising number of consumer complaints lodged with the Directorate of National Consumer Rights Protection (DNCRP). This shows how widely and frequently consumers' rights are being abused by businesses. But it is also reassuring to know that of the 47,738 complaints filed since 2013-2014 fiscal year, 44,630 have reportedly been resolved, while 6,935 entities have been penalised. This means that, for once, a government department is doing its job by serving members of the public effectively.  

However, both consumers and those meant to protect their rights must continue to remain vigilant, as fraudulent businesses are becoming more prevalent online every day.

The higher rate of complaints over the years tells us that people are becoming more aware of their rights as consumers, and that the DNCRP is helping them to defend and protect those rights against corrupt business elements or practices. This is done in large part by the directorate conducting regular monitoring drives—11,953 in FY 2020-2021, through which 22,996 entities were fined a total of Tk 13.36 crore. However, consumers are still being sold faulty, expired, and/or overpriced goods, sometimes at higher prices—especially through online platforms where they cannot verify the quality of a product before purchasing.

We must remember that combating fraudulent business practices from the customer's end alone is not enough. The goal should always be prevention of such practices in the first place. As the chairman of the marketing department at the University of Dhaka explained, relevant authorities such as Bangladesh Standards and Testing Institution (BSTI) also need to do their part to ensure that traders are following the rules of law for product quality. So, while consumers should be aware of what they are owed and of their rights, businesses must also be stopped from taking advantage of the lax implementation of trading laws. 

Now that conducting businesses online has become so easy, it is inevitable that traders who violate the laws are subjected to legal scrutiny and punishment. But everyone needs to understand that consumer experience is not just fulfilled by ease of purchase or accessibility to various goods, or even alluring discounts. The authorities concerned must screen any new businesses entering digital platforms, and verify their authenticity before allowing them to sell to customers.