Be Ready

It is our mandate to protect the consumers at all times, especially during a crisis situation. We will have to plan the Consumer for possible exigencies. Life is not smooth all the times, especially when terrorism is around and haunting the innocent Consumers, trying to destabilize their day to day life.

The Consumer should not be alarmed and worried, but it is good to be ready to face any situation. The Authority as a regulator regulates the prices of goods which are specified as essentials. The other items which are essential too come under our purview.

Steps have been taken by the Minister of Trade, Commerce, Consumer Affairs and Marketing Development on the instructions and advise of the President to take possible steps to curb the cost of living. The Budget shop concept has been proven successful. Now we have demands from all over the country to open more Budget Shops and Lak Sathosa branches which are going to be the bench mark of essential items to set a guideline to other Traders and Manufacturers.

It is time for us to get used to the simple way of life. During an emergency all that we require is the basic items which are consumer friendly in line with nature, ecology, a homely way of life (Homegrown) and self sufficientcy in all respects.

The Government will take steps through the institutions to provide the flow of essential items, may be through CWE, Mark Fed Co-operatives and Lak Sathosa.

We need a positive response and co-operation from Consumers, Traders and Manufacturers to maintain the day to day life of innocent civilians (Consumers) to eradicate terrorism once and for all in the interest of all.

In this spirit we urge the Consumers to help us to help them. Please don't panic. Please work hand in hand with the Security Forces by providing important information. Please complain to us about Traders and Manufacturers who flout the law.

Please be ready and get used to the simple life based on the basic items such as locally produced foods which are in plenty and has been proven as best as against the imported food items and cans.

Therefore, as the Consumer Affairs Authority we urge the Consumers and the Public in general to help us and the Security Forces in order to help you for a better future with goods at a reasonable price and of a high standard. Please don't hesitate to communicate with us, states Consumer Affairs Authority, Chairman Sarath Wijesinghe, in a press release.

Questions and Answers

Mediation - modern way of conflict resolution

Mediation is a modern way of conflict resolution practised all over the world.We have Mediation Boards used in Civil Jurisdiction. In India, there are Consumer Courts and Mediation Boards.

It is time for us to make use of this concept and the infrastructure. In India, any consumer can initiate action via Consumer Courts on public interests litigation, a concept we too are conversant with, due to judicial activities initiated by Hon. Justice Bhahavathi a reputed and committed judge in India. We have given below a simple form on how mediation works out:

Q: What is mediation?

A: Mediation is a fair and efficient process to help you resolve your disputes and reach an agreement.

A neutral meditator assists you in reaching a voluntary, negotiated agreement.

Q: What is the complaint mediation?

A: The complaint mediation programme is part of the Consumer Affairs Information Division of the CAA. The programme is designed for meditating consumer complaints which have been filed against the traders / organisations.

Q: Who is a mediator?

A: A mediator is a neutral, objective, third person who assists the consumer and the business in reaching a mutually acceptable resolution to settle a dispute. The mediator can propose terms to settle the conflict but will not decide how the dispute will be resolved.

Q: What does a mediator do?

A:* Listen to both sides;

* Remains impartial;

* Reviews complaint for violation of laws and regulations; and

* Assists the parties in reaching at mutually acceptable resolution.

Benefits of mediation

* Mediation services are free-of-charge

* Reduces the need for costly intervention by the Courts

* Allows for a greater number of possible solutions

* Timely complaint processing

* Less stressful

* Fosters communication and enhances the future relationship of the parties by clarifying issues, interests and needs

* Convenient and effective

Q: How does it work?

A: The decision to meditate is completely voluntary for the charging party and the employer. When a complaint is filed, the parties may be offered mediation.

If both the charging party and employer agree, mediation will be scheduled by an experienced meditator.

During mediation, both sides will be able to exchange information and express expectations for reaching a resolution.

The parties work to reach common ground and resolve their differences. An agreement reached in mediation is as binding as any settlement reached.

If an agreement is not reached, the case will be referred to investigative process to be handled like any other case.

Mediation...

Is fair and neutral

Parties have an equal say in the process and the parties decide the settlement terms. Not the mediator! There is no determination of guilt or innocence in the process.

Saves time and money

Many mediated settlements are completed in one meeting and legal or other representation is permitted in all cases, but not required.

Is confidential

All parties sign an agreement of confidentiality at the beginning of the process.

Avoids unnecessary litigation

Lengthy litigation can be avoided.

Mahapola concept

We remember with great-respect the innovative idea of Late Lalith Ahtulathmudali by establishing the Mahapola Fund for students for their university education. The fund has gone to the extent of providing scholarships for a great number of average students to pursue their higher education.

The Mahapola concept is complex and interesting. It helps the needy students, schools in the area, and business community. During Mahapola, the schools in the area and the business community will be benefited by the income generated from the project, which is ever-growing.

The next Mahapola will be held in Angunakolapalessa in the Hambantota district. Angunakolapalessa is a fast developing area based on agricultural economy and education. parents in this area are greatly concerned about education, education and only education. This is a subject that British Prime Minister Tony Blair talks about in most of his speeches.

The Consumer Affairs Authority has gone through great pains shouldering a lot of responsibilities to make the Mahapola which will be held from August 24 to 31 a success.

We propose to organise Legal Aid and Consumer Clinics and take this opportunity to invite lawyers in the Hambantota area to communicate with us to help the needy consumers. The Consumer Affairs Authority will have a concept to find the best trader and organise Lectures/Seminars for traders in the area. At the same time, the officers will locate traders who violate the regulations of the CAA.

We look forward to meeting the Consumers in the area during the said week and invite assistance co-operation, criticism to help the public in meeting the objects of the CAA, states Consumer Affairs Authority Chairman Sarath Wijesinghe in a press release.

Important hints on buying medicines

1. Look for the retail price marked on the carton, or wrapper and check with the rate/amount stated on the bill

2. You are entitled to inspect the price list if the pack does not indicate the price

3. Look for the expiry date

4. Do not buy medicines if the expiry date has passed

5. If the date of the last dose overshoots the expiry date, buy only that quantity sufficient for use within the validity period of the drug

6. Try to avoid buying drugs closer to the expiry date

7. Medicines past the expiry date should never be used, but discarded

8. Any sales of drugs past the expiry date should be brought to the attention of the CAA

9. Always retain the bill and the wrapper or packing foil of the drug after use for at least I week before discarding

10. Insist on a bill for every purchase giving the description of every drug purchased

11. The bill, as well as the prescription, should be retained until the ailment is fully cured

12. When seeing the doctor for a second time take along the left over medicines or the packing wrapper of the medicines already taken, as well as the prescription

13. Try to buy medicines by its generic name - they are cheaper and equally good as a branded one

14. If the doctor insists on a brand name, take the doctor's advice

15. If the brand prescribed is not available, settle for an available substitute only on the doctor's advice

16. You have the right to get a full description from the pharmacist, of the dosage and the manner of administering a drug. Get all doubts cleared before leaving the pharmacy

17. If you have doubts regarding the technical capability of the salesman, insist on speaking to the qualified pharmacist

18. If you have doubts regarding the pharmacist's interpretation of drug on the prescription, do not give in to guess work of the pharmacist. Go back to the doctor and get the particular drug rewritten legibly

19. Ensure that the name of the drug and the dosage of each item is clearly written on the pack or envelope containing the drug

20. If a drug gives adverse results after taking, complain immediately to the doctor. Take along the left over medicines and the wrapper or foil covering the medicine already consumed and the bill or invoice.

21. When medications for 2 patients are bought at the same time, take them in separate bags. They should also be kept separately at home

22. Drugs prescribed for one person should never be used by another with apparently a similar ailment.

23. When a private practitioner gives medicines from his own dispensary, insist on a prescription or note giving the description and dosage of the drugs dispensed by him. This can be shown to the same doctor on a second visit, or to another doctor if the doctor is changed for some reason.

24. All drugs should be kept out of the reach of children.

25. Any type of complaint on the purchase of a drug will be promptly attended to by the Consumer Affairs Authority.

D. K. J. Amarasingha, Director (CAA)

Agents face curbs on sale of travel insurance

This article is published with the courtesy of "Financial Times" of the United Kingdom - dated 04/08/2006, for the benefit of the consumers in Sri Lanka.

Christopher Adams, Political Correspondent

Insurance: Travel agents and tour operators selling insurance as part of a package holiday face a clampdown after complaints by consumer watchdogs that thousands of people are being ripped off.

Ed Balls, economic secretary to the Treasury, will today announce that he is considering bringing the sale of all travel insurance products under the umbrella of the Financial Services Authority, the City regulator.

The vast majority of people taking holidays do not go directly to financial providers for insurance, choosing to buy the products sold by travel agents and package companies.

Consumer groups have told the Treasury that travel agents cannot be trusted to sell appropriate policies and that consumers buying their products are poorly informed.

In a survey by which? magazine, only 35 per cent of travel agents asked questions about medical conditions; just 29 per cent explained what policies covered and none explained what was excluded.

Holidaymakers were having to take responsibility for checking the small print, including everything from limits and exclusions to definitions of a close relative.

The government, which last looked at the issue in 2003 and decided against regulation on the grounds that travel agents believed their own industry code provided consumers with adequate protection, has been persuaded to review that decision.

The travel insurance market is worth more than sterling pound 659m and 20m people buy cover each year that protects them against medical expenses, replacement of lost and stolen goods, and cancelled flights.

At present, the sale of travel insurance as part of a holiday is exempt from regulation by the FSA, unlike insurance sold by banks, building societies and insurers. The Which? survey found more than 80 per cent of banks explained coverage and asked medical questions. More than half detailed exclusions. A whitehall insider said Mr. Balls's inquiry would consider whether there was sufficient "hard evidence" of a serious problem with the sale of insurance by travel agents.

It would look at whether it should be left to the industry to provide stronger self-regulation or whether the business needed to be brought under the FSA's regulatory control.

The government was prepared to act if it felt the industry was failing to provide consumers with proper protection but would take into account the potential costs to companies, officials said.

Mr. Balls is expected to say: "our investigation will ask whether it's fair to put all the pressure on ordinary families to read the small print and ask the right questions to make sure they are properly covered.

"It will ask whether the travel industry should be doing more to ensure families are not left high and dry on their holidays and whether we need to strengthen regulation to protect them".