This became apparent when the government-backed Department of Consumer Affairs responded to consumer complaints last year about a TV channel package purchased from Forever Group Company, one of the largest media companies in Myanmar.

Forever Group had initially advertised a collection of TV channels under its 4TV HD Package. However, after partnering up with French media company CANAL+ recently, the company replaced the original channels included in the 4TV Package and began broadcasting other channels instead.

Furious, irate customers took to Facebook to complain, claiming no prior warning or details were provided regarding the change. Customers also sent out complaint letters to government and private consumer protection organisations. 

Upon the government’s intervention, Forever Group issued an announcements saying that consumers who did not want to watch the new channels would be compensated and paid back the cost of the TV receiver. It would also return the cash balances in their accounts.

Consumer rights 

The incident underscores a growing awareness among the locals of their rights as consumers. Indeed, prior to the Forever Group case, consumers caught in similar situations had merely accepted the terms dictated by large companies  

“There were few complaints in the past because consumers simply didn’t know their rights and believed that the government would not take action based on their complaints;” U Maung Maung, secretary of the Myanmar Consumers Union.

“But after the government met with Forever Group to come up with a solution, consumers have become more aware of their rights.”

Awareness over consumer protection rights was first planted in Myanmar in 2012, after the establishment of two consumer rights protection associations. At the time though, the associations had insufficient clout to prevent consumer rights violations.

Things began to gain momentum in April 2016, when the Consumers Department was established with the backing of the government. A year later, the Consumer Information and Complaint Center were opened. Since then, 48 centres have opened across the nation. 

“Now, more and more consumers are aware that they can exercise their rights and there has been a surge in the number of complaints against vendors by consumers who feel they have not been given what is due,” U Soe Aung, deputy director of Consumer Information and Complaint Center told The Myanmar Times.

“Consumers should come forward if they are victims of psychological, physical and financial loss. We will find a way to solve it,” he said.

Meanwhile, the Myanmar Consumers Union has also launched a mobile application for consumers to report the breaching of their rights.  

According to statistics, there have been more than 80 reports filed across the 48 Consumer Information and Complaint centers in the 11 months since they were opened last April. It is found that most reports are on food and goods. This was followed by complaints on services delivered by telecommunications operators. 

Most of the reports are from Yangon, Mandalay and Nay Pyi Taw and only a few are from other regions.

Updated legislation

The Consumer Protection Law was passed in 2014 in Myanmar. It was revised in 2017, giving the police authority to investigate cases where consumer protection rights have been violated. It also gave the Consumer Affairs Department authority to act as plaintiff and open a case even if consumers have not reported any wrongdoing. The 2017 bill has not been enacted yet and is currently still under Parliament review.  

“They are working on giving government departments more authority to intervene in consumer protection cases,” said. U Maung Maung.

“We can provide more protection and take action after the new law has been enacted,” said U Soe Aung, Deputy Director of the Consumer Information and Complaint Center.

“If the consumer right violators are publicly punished, they will take better care when dealing with customers. Meanwhile, the public will also be more aware that their rights will be protected if they report the violations. Things will get better once the new law is enacted in the future,” he said.

Source: https://www.mmtimes.com/news/awareness-consumer-protection-rights-gains-momentum.html