Consumer guide - published for the Human Rights Law Clinic, Hugh Wooding Law School

1. Ministry Of Consumer Affairs
Phone: 627-8944
Online: http://consumer.gov.tt
Trinidad & Tobago Bureau of
Standards
Phone: 662-2832
Online: http://www.ttbs.org.tt
Legal Aid Authority
Phone: 625-0454
Public Utilities Commission
Phone: 627-0821
This leaflet sets out general
guidelines. All legal rules have
exceptions and variations. How the
law applies to you depends on the
facts of your case.
PRODUCED BY JASON NATHU FOR THE
HUGH WOODING LAW SCHOOL
HUMAN RIGHTS CLINIC 2005/2006.
As a consumer, you have certain
rights. But you also have
responsibilities.
You have the right to expect quality
products and services at fair prices.
You also have the right to complain
to businesses when you are not
satisfied with your purchases.
But you also have the responsibility
to find out a store's policies before
you buy, and to present your
complaints accurately and fairly.

2. checklist:
When you buy something
in a shop or street market
you and the seller are
making a legal contract.
making the complaint:
Complaining on the phone:
Make a note of what you want to say.
Have receipts and other relevant
documents handy. Get the name of
person you speak to. Note down the
date, time and what is said.
Compare prices, guaranties or warranties,
agreements and other features. Try to learn
as much as you can about the product or
service before you buy.
the law says:
Avoid impulse buying. Do you really need
this item? Can you afford it? Is this the best
price?
Must be of a satisfactory quality and be
safe.
Buy from sellers you know and trust. Ask
friends and family about their experiences
with products or businesses.
Must not be damaged or defective
unless the person selling them to you
points out a fault.
Ask about the store's refund and exchange
policy. Ask what the seller will do if you don't
like what you bought. Ask if the policy
applies to sale merchandise.
Must be as they are described by the
seller, or on the package or display sign.
(For example, if a shirt is said to be 100%
cotton, it must not be made of polyester.)
Make sure you understand what the
guaranties, warranties or agreements say.
Don't be afraid to ask for a simpler or clearer
explanation.
what if something is wrong?
Examine the goods carefully. Try on clothes
to make sure they fit properly. If you're
shopping for appliances, ask for
demonstrations.
Keep your receipts, cancelled cheques,
copies of ads, contracts, bills and other
important papers.
Be wary of extravagant sales claims. If it
sounds too good to be true, it probably is.
Goods that you buy:
Complaining in writing:
Summarise when you bought the
goods/services and how much they
cost. Explain what is wrong and any
action you’ve taken. Explain what needs
to be done now (a full refund,
replacement or repair without charge)
and set a deadline. Send it to the
customer services manager or
nominated contact. Don’t send original
documents – send copies.
Sometimes you won't get what you want even if you shop smart. But
you may not have to settle for a product or service you are
dissatisfied with. You have the right to complain. For your best chance
at success:
Return it quickly if you want to be able claim a refund.
Go back to the shop or supplier as soon as you can with a receipt or
other proof of purchase. Explain what the problem is, say what you
want done about it and set a deadline for the problem to be resolved.