Empower, Educate, Engage: Strengthening Consumer Voices in Sri Lanka
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One of my friends who came from Abroad had a problem with a branded mobile which he bought from a renowned place in Colombo,Sri Lanka. Even though the company claimed the installment basis with interest free as their special New Year bonanza there were different calculations altogether. Finally he has to pay more than the amount mentioned in the advertisement. So he wanted to complain and asked me whether we have any consumer societies who are appearing on behalf of these sorts of unethical activities and bringing awareness to the society. I told him (according to my knowledge) there is no such formal and responsible association. Most of us are experiencing the same incidents in different situations in supermarkets, in hospitals etc. This is common in day today life.Even Whatever the bad experience a consumer faces he/she is not willing to proceed because of the lack of mechanisms we have in this country . We have a consumer protection act which can be considered a toothless tiger. Anyway there is a need to have an entity to empower ,educate and engage consumers in Sri Lanka .
Actually in Sri Lanka we need a party (not a political party as some politicians even will undertake to exploit this as they are good at that) representing us(consumers).In this context we need to study the term “Consumerism” . The term “consumerism” was first used in 1915 to refer to “advocacy of the rights and interests of consumers” .Some schools of thought defined “consumerism” as “The movement seeking to protect and inform consumers by requiring such practices as honest packaging and advertising, product guarantees, and improved safety standards.
Many countries boast consumer associations established by professionals from diverse fields, dedicated to safeguarding consumer rights. These organizations serve as invaluable resources for consumers, advocating for their interests and holding businesses accountable.One such exemplary association is the Consumers Association of Penang (CAP) in Malaysia, which offers a compelling model for Sri Lanka to emulate. CAP stands out for its unique blend of activism and mainstream consumer engagement, capturing the attention not only of Malaysians but also of observers worldwide.At the heart of CAP’s mission is the cultivation of critically-aware consumers. Through various initiatives, CAP equips consumers with knowledge about regulations governing different purchasing scenarios, emerging issues concerning products and services, pricing dynamics, governmental activities, and even the impact of international trade practices such as dumping on Sri Lanka.Central to CAP’s ethos is its role as a relentless pressure group, constantly advocating for consumer welfare, environmental sustainability, and public health. By championing these causes, CAP not only empowers consumers but also contributes to broader societal well-being. Even the Consumers Association of Penang(CAP) discusses the issues like diabetes and always Educate Malaysians on this with repercussion in a creative way.Pls refer below
“According to a report released by the Ministry of Health (MOH) and the World Health Organization (WHO) in August 2022, it was shown that diabetes consumed the highest annual healthcare spending among the three chronic illnesses at 45.4 percent, compared to cardiovascular disease (CVD) at 40.7 percent and cancer at 13.9 percent. In other words, for every ringgit spent on the three NCDs, 45% goes to diabetes, 41% goes to CVD, and 14% to cancer-Source : https://consumer.org.my/cap-diabetes-the-silent-epidemic/)
The Consumers Association of Penang (CAP) Empower, Educate, Engage consumers in diverse array of forums beyond addressing customer complaints. These forums cover a wide spectrum of topics, including health and nutrition, food and wellness, financial literacy, safety, environment, development, natural farming, lifestyle, and animal rights.We As Sri Lankan need to explore and see how we can learn something from this with some adaptations.
Concussion
In Sri Lanka, we’ve reached a crucial juncture that demands deeper introspection into our activities. It’s imperative for professionals across sectors to grasp their roles and responsibilities more comprehensively. Moreover, there’s an urgent need for an active consumer association to advocate for consumer rights and provide education across various domains. This is indispensable for the country’s progress.In this context, it’s vital to examine and learn from the best practices of other nations. By studying successful models from around the world, we can glean valuable insights to inform the establishment and operation of a robust consumer association in Sri Lanka.
Professor Nalin Abeysekera
Department of Marketing , Faculty of Management Studies
Open University of Sri Lanka
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