New Age Consumer: Knowing Your Rights and Responsibilities 

In the modern marketplace, customers are always right. This saying has gone beyond a polite saying into a concept that is backed by legal rules. As the economy grows bigger, the ease of access to information on social media has turned consumer awareness into a powerful defense against exploitation. However, empowering consumers isn’t just about having a voice on social media. It is about understanding the legal frameworks that govern transactions and the professional discipline to enforce them.

An informed consumer is defined as someone who enters a transaction with a clear understanding of what they want, what they are entitled to, and what they are responsible for. It is a dual relationship. While buyers have a right to quality and fair pricing, they also have the responsibility to engage with the market honestly. In Nigeria, regulatory frameworks like the Federal Competition and Consumer Protection Act (FCCPA) of 2018 now provide the laws needed to protect these interests, shifting the balance away from a marketplace where the person holding the money held all the power.

Despite having robust standards for everything from staple foods to durable electronics, a significant gap remains in enforcement. Much of the current system focuses on “redress,” which focuses on fixing things after they have already gone wrong. To create a healthier market, the focus must shift toward prevention.

This involves educating both consumers and business owners. Sellers must understand that protecting the consumer is actually a way to protect their own business. Providing good service ensures customer loyalty and positive referrals, which is the lifeblood of any enterprise.

When a transaction fails to deliver value, the law provides three specific paths for the consumer, known as the “Three Rs”: Repair, Replace, or Refund. 

These options must be on the table for durable goods. Contrary to the common “goods once sold cannot be returned” signs found in many shops, which are actually illegal under current Nigerian law, vendors are responsible for the products they stock. Retailers must ensure they source from reputable wholesalers and manufacturers who can back up these warranties.

Before a consumer can access a warranty, there are due processes to follow. The steps begin the moment the item is purchased by keeping all documentation, specifically receipts and warranty cards. Many consumers make the mistake of discarding these, but they are the primary evidence required for a claim.

If a defect occurs, the consumer should keep visual records of the issue. Then maintain a record of all communications with the seller. The first point of contact should always be the retailer. If the retailer is unresponsive, the consumer must be persistent before escalating the issue to supervisors or the manufacturer.

The marketplace only changes when individuals refuse to accept poor service. By standing on their rights and insisting on value, consumers do not just solve their own problems. They open the door for a fairer environment for everyone.

True consumer empowerment is a two-way process. The government and regulators play their parts to close enforcement gaps. Buyers must also keep receipts, register their products, and refuse to accept substandard service. 

By insisting on your rights and following a professional process for claims, you protect your hard-earned money and help raise the standard of business for everyone. The marketplace works best when both the buyer and the seller respect their roles, ensuring that value is always exchanged for value.