Consumer Rights

A practical guide to understanding your rights as a consumer and how to seek redress

You buy a product, pay for a service, or make a complaint. What happens when a product is unsafe, a service fails, or a business refuses to put things right?

As a consumer, you have rights that protect you in these situations. Knowing those rights can help you make better choices, recognise when something is wrong, and know what to do when you need to seek redress.

At Consumer Advocacy and Empowerment Foundation (CADEF), we believe consumers should not only know their rights but also understand how to use them.

This guide introduces the fundamental rights of consumers and provides useful information on relevant consumer protection laws, regulations, and channels for seeking redress.

Consumer Fundamental Rights:

  • Right to Safety: Consumers have the right to expect that the goods and services they purchase are safe for use and do not pose any threats to their health.

  • Right to Information: Consumers are entitled to clear and accurate information about the products and services they consider purchasing. This includes details about ingredients, allergens, usage, pricing, certification/registration, and terms.

  • Right to Choose: Consumers have the right to choose from a variety of products and services at competitive prices. Monopoly practices and unfair competition are prohibited.

  • Right to Redress: If a consumer is dissatisfied with a product or service, they have the right to seek redress. This may involve compensation, repair, replacement, or a refund.

  • Right to Consumer Education: Consumers have the right to be educated about their rights and responsibilities. This helps them make informed decisions and promotes a fair marketplace.

  • Right to Representation: Consumers have the right to form or join consumer organizations that can represent their interests in discussions with businesses and regulatory bodies. These rights are generally recognized to ensure fair and ethical practices in the marketplace, and they help create a balanced and secure environment for consumers in Nigeria.

What Should You Do When Something Goes Wrong?

Knowing your rights is important. Knowing what to do when those rights are not respected is just as important.

1. Document the problem: Keep your receipts, invoices, payment confirmations, contracts, screenshots, photographs, product packaging, correspondence, and other records connected to the transaction.

2. Contact the business: Explain what went wrong and say what you want the business to do. This could be a refund, replacement, repair, correction, or another appropriate solution.

3. Keep a record of your complaint: Save emails, messages, complaint reference numbers, names of representatives you speak with, and any response you receive.

4. Escalate if the issue is not resolved: If the business does not resolve the problem, you may need to take your complaint to the relevant consumer protection agency, regulator, or other appropriate authority.

5. Know where to seek help: The right place to take a complaint depends on what went wrong and the sector involved. Use the relevant regulatory or consumer protection channel for your particular issue.