CAC secures $27.1M on behalf of aggrieved consumers

June 02, 2016

During the 2015/16 financial year, the Consumer Affairs Commission (CAC) secured $27.1 million in refunds and compensation on behalf of consumers who transacted business with providers in the marketplace.

This emanated from dealing with 1,438 complaint cases submitted to the Commission during the period under review. The Commission's effort resulted in 1,161 cases being resolved, representing an 80.73 per cent resolution rate.

Of all complaints filed during the year, the Electrical Equipment and Appliances category dominated with 30.31 per cent followed by Utilities with 14.36 per cent and Other Services accounted for 11.50 per cent. This was a similar result to what has been evidenced over the past few years.

However, from a monetary perspective, the top three categories that contributed the most in refunds and compensation were Motor Vehicles and Parts with $18,120,110; Other Services which totalled $2,356,377.06 and Utilities in the amount of $1,912,447.97.

Seven hundred and fifty four requests for advice and information were recorded, representing a marginal increase of 3.03 per cent over the previous year.
Regarding the "bad gas" matter, as at March 31, 2016 the Commission recorded approximately 406 "bad gas" complaints. The CAC is still awaiting the decision of the responsible Minister before proceeding further.

The issue of "bad gas" complaints surfaced in November 2015 when consumers began making complaints to the Commission about petrol bought at service stations causing their vehicles to shut down. This continued into the last quarter of the 2015/16 Financial Year and is treated separately from the complaints information presented above. 

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