PRESS STATEMENT
The Centre for Consumer Concern, Awareness and Initiatives (CCC-AI) has observed a persistent trend where businesses and service providers create a systemic wall of silence around consumer communication, complaints and enquiry, preventing quick and satisfactory resolution.
The Center believes that organizations deliberately ignoring hapless consumers and leaving legitimate grievances unresolved for years reflects a weak system that favors only the powerful and influential in society.
At its worst, this is a consumer attrition by design, fueled by regulatory laxity and a culture of impunity. We state that organisations that engage in these practices deliberately wear down consumers emotionally and financially while avoiding accountability.
The CCC-AI states unequivocally that timely response to consumers complaints and their satisfactory resolution is a right that organisations must fulfil — not in breach, but in full compliance. This must also be accompanied by respectful engagement and transparency in the decision-making process for achieving resolution. It is clear that organizations that collect deposits, hold collateral, provide essential services, or manage consumer assets have a duty of care, not just profit.
Our Demands
- The CCC-AI calls on regulators to treat unjustified non-responsiveness as a regulatory breach.
- We also urge regulators to enforce clear response-time obligations and sanction institutions that repeatedly ignore consumer complaints.
- Our Centre urges organisations/businesses to treat consumer communication not as a favour, but as part of legal and ethical obligation.
- We equally urge businesses to establish transparent, timely, and accessible complaint-handling systems.
