The Competition and Consumer Protection Commission (CCPC) says all business enterprises have an obligation to refund consumers when the service paid for has not been given during the Covid-19 period.
CCPC Public Relations Officer Rainford Mutabi said the Commission is mandated by law to help consumers exercise their right to redress as provided for under the Competition and Consumer Protection Act number 24 of 2010.
Mr Mutabi explained that the Commission takes cognizance of the fact that there are numerous events that have resulted in cancellation during the period of the Covid-19 pandemic.
“The Commission is also alive to the fact that the pandemic and the measures put in place by the Government of the Republic of Zambia to address it are not in the control of the Enterprises. Should an event be covered by terms and conditions that deal with instances of Force Majeure, those terms and conditions prevail,” Mr Mutabi said.
He reminded the business community that consumers have the right to refund in circumstances when the cancellation is not due to their own fault.
Mr Mutabi, however, advised consumers to give enterprises reasonable indulgent time within which to settle their refunds as these times are unprecedented and the effect is felt by all.

He further encouraged all Enterprises to be innovative in providing consumers alternatives to the services paid for, e.g. vouchers with sufficient time within which a consumer can make a claim, postponement to mutually acceptable dates, among others.
“However, the consumer has the discretion to opt for a refund should the alternative not suffice. In dealing with the question of whether a full refund should be available, several factors are to be considered, including when the event was scheduled to take place,” he stated