Strategic Goals
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Ensure that producers and service providers and their patrons mutually respect their commercial and social contracts.
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Diminish to the barest minimum incidents of consumer aggravation and frustration.
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Sufficiently protect consumers from hazardous products or injury from consumption of substandard products.
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Promote a quality culture in both processes and final products.
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Engender a marketplace of informed, sophisticated and discriminatory consumers.
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Provide information and be a resource to consumers regarding products, trends and patterns.
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Ensure that service providers and manufacturers make full disclosures of relevant information about their products, or developments with respect to consumption of their products, in a consumer friendly manner which truly guides consumers’ choices.
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Ensure that producers and service providers institutionalise appropriate customer care systems including providing information, appropriate support through the acquisition/consumption, and post-acquisition/consumption process.
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Promote the establishment of dedicated customer service apparatus by producers and service providers, including clear, transparent and accessible complaint resolution mechanisms.
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Hold providers and producers accountable to satisfying customers, including serving as a secondary level complaint resolution mechanism.