Surveillance and Enforcement (S&E) Department
The Surveillance and Enforcement (S & E) Department is a key operational unit of the Commission. The department hosts and manages the complaint resolution functions; and the surveillance and enforcement activities of the Commission. In resolving complaints, the department participates in simple resolutions, negotiations, mediations, conciliations and investigations. As part of the outcome of complaint resolution, beyond modifying behaviour, the department, on behalf of the Commission, secures remedies for consumers including compensation, repair, replacement or restitution, where applicable.
The department’s monitoring activities extend to ensuring that providers and producers do not engage in misleading advertisement, and make appropriate and sufficient disclosures. The department is responsible for assessing and approving promotions, and evaluating conduct during and after the promotion, or when consumers complain. The department leads the Commission’s effort in monitoring and reporting market trends, and is responsible for input into key publications and orders of the Commission such as, banned products list, product recalls, where applicable, and compliance with international and domestic disclosure and warning standards and regulations.
Some of the undercover and sting operations of the department have resulted in seizure and confiscation of otherwise hazardous or substandard goods, and the prevention of same from entering the stream of trade. The key interface between operational departments and other regulators is the Surveillance and Enforcement Department.