As part of celebrations to commemorate the World Standards Day 14 October 2023 under the theme: shared vision for a better world; and World Food Day 16 October under the theme: WATER IS LIFE, WATER IS FOOD – Leave No One Behind, CONSENT launched the SPEAK UP campaign and the online consumer complaints platform tool. The launch took place on October 16, 2023 at the Botanical Gardens in Fort Portal City.
The platform is designed to collect details of consumer complaints for both goods and services. The complaints platform is user-friendly and has a provision for submission of photographic, video or audio evidence as well as a narrative description of the complaint.
CONSENT plans to establish a productive linkage of communication between consumers; goods and service providers on the one hand, businesses and regulatory bodies to facilitate better business, consumer protection and realization of quality of life.
“We expect consumers to utilise the channel to give feedback and raise their concerns about the goods and services on which they spend their money. In the end, the platform is expected to contribute towards consumer protectionbetter business practices, a fair markets and quality of life,” said Mr. Kimera Henry.
Leaders from the Tooro sub-region (Fort Portal City and Kabarole District) applauded the platform and initiative as a step in the right direction that would help create a channel of communication in the marketplace.
The platform is expected to generate data that would not only facilitate awareness and education programmes, but it would help generate issues for incorporation in policy advocacy and research efforts of CONSENT and partners.
Currently, there is no harmonized system/channel for communication between businesses and consumers that can handle consumer grievances with respect to goods and services. Some businesses, ministries, departments and agencies (MDAs) have set up their own platforms of communication but the vast majority deal with complaints not to the satisfaction of consumers.
The main features of the complaints platform include fields for the identity of the complainants, nature of the complaints, including description of goods or services in question.
“Once the relevant departments process the feedback, we shall be in position to take appropriate action, including ensuring that the affected goods and services providers are notified. Regulatory bodies shall also be informed as well as the public, at an appropriate time,” says Ms. Ashah Ntabadde, the Communications and Engagement Officer at CONSENT.
Mr. Robinson Nakwasa, the Head at the Gulu Consumer Desk, presented the consumer complaints platform to consumer at the launch in Fort Portal City. He says consumers are increasingly empowered and are keen on ensuring their safety is guarded and the value for their money is realised.
Ms. Ronnet Ayebare, the Officer in charge of Research and Knowledge Management at CONSENT led the team that designed the platform says the platform is a living tool would be improved according to needs and trends to improve safety, quality of life and business operations. Consumers, SPEAK UP – SPEAK OUT we are the majority and need value for our hard-earned money. If it is not safe, speak up!!!
