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HOW TO MAKE A COMPLAINT TO ICCC
What Is The ICCC?
The ICCC is the Consumer Watchdog and Economic Regulator in Papua New Guinea. It was established by an Act of Parliament namely, the Independent Consumer and Competition Act, 2002 (ICCC Act) and came into operation on 16 May 2002.
The primary function of the ICCC is to enhance the welfare of the people of Papua New Guinea through the promotion of competition, fair trading and protection of the consumers’ interests, and the promotion of economic efficiency in industry structure, investment and business conduct.
Equally important is the protection of the long-term interests of the people of Papua New Guinea with regard to price, quality and reliability of significant goods and services.
How Can Consumer Complaint(s) Be Brought To The ICCC?
The ICCC encourages consumers to lodge any complaint with the ICCC through the telephone, facsimile, email, writing or personal attendance at any of its offices at the designated locations/addresses.
Consumers may lodge a complaint against any business or supplier for provisions of goods and services.
Consumers can be any person who acquires or uses goods or services for personal, domestic or household use or consumptions.
What Happens When You Make A Complaint?
When you make contact with the ICCC by whatever means of communication, the ICCC through its Consumer Protection Division ( CPD) will record all the relevant information about your complaint.
The officer responsible will check whether the ICCC has the power to deal with your complaint. If yes, it will notify you by telephone, fax or in writing and then proceed with its investigation into your complaint.
If the ICCC has no powers to deal with your complaint, it will try to find out the appropriate Agency or Authority and then refer the complaint to it. It will also advise you of its position and ask you to follow up with that Agency or Authority concerned.
The ICCC will do its best to resolve a consumer complaint in a cost effective manner and for the benefit of all parties concerned.
If a consumer complaint cannot be readily resolved between the consumer and the trader, the parties may consider “Alternative Dispute Resolution” (ADR) which allows the parties to go to a mediation to negotiate a settlement. The ICCC can act as a mediator, but the parties may choose their own mediator rather than the ICCC at their cost and own arrangements.
If a consumer complaint is not resolved by the ADR process or otherwise, a consumer may in some cases have legal rights which he or she can exercise through the courts.
Will The Information You Give To The ICCC Become Public Knowledge?
The ICCC will make available for public inspection information provided by a consumer or business which is the subject of a consumer complaint. Any information that is marked ‘Confidential’ by the person submitting will not necessarily be made available to the public.
However, where information the subject of a complaint is marked ‘Confidential’ and is submitted to the ICCC, its disclosure to the public may be required if any requests for its disclosure by interested parties is considered by the ICCC to be in the public interest.
Can The ICCC Prosecute Offences On Behalf Of Consumers?
The simple answer is no.
The ICCC has no obligation to take action on behalf of the complainants.
The ICCC can only consider consumer complaints relating to the supply of goods and services and decide whether it has the powers to deal with such complaint by way of an investigation or referral of the complaint to the appropriate authority to deal with.
How Can You Contact The ICCC?
You can write to us, telephone, fax, email or visit one of our offices to lodge your complaint. You can also visit our website www.iccc.gov.pg to lodge your complaint electronically.
Email: info@iccc.gov.pg
Toll Free Number: 180 3333
Copies of the Brochure can be obtained from the ICCC Office, First Floor, Garden City, Angau Drive, P.O.Box 6394, Boroko, NCD, Papua New Guinea.
Telphone: (675) 325 2144
Fax: (675) 325 3980
Email: info@iccc.gov.pg