Consumer protection in Cameroon

Law No. 2011/012 of 6 May 2011 provides the general consumer-protection framework in Cameroon. It covers sectors such as food, medicines, health care, housing, education, banking, transport, energy, communications and electronic commerce. Consumers have rights to adequate information, non-discriminatory treatment, safe and reliable goods and services, participation through consumer organizations and redress when a supplier causes loss or supplies a defective product. Contracts in French and English should use visible, readable and clear terms, and each party should receive a copy. Clauses that exclude or limit liability, transfer responsibility for hidden defects or impose unilateral arbitration can be abusive. A withdrawal period of up to 14 days applies only to a supplier-initiated contract concluded away from the usual place of business; it is not a general cancellation right for every purchase. False or misleading advertising, abusive practices, tying and restrictive or anti-competitive practices are prohibited. For durable goods, the seller or provider should give information about use, reliability, warranty and after-sales service. The invoice or receipt should identify whether goods are defective, used, reconditioned or repaired. A defective product may lead to repair, replacement or another form of redress. The repair period may not exceed 15 days; replacement during repair or negotiated compensation can apply where repair is not completed within that period. Credit information should show the cash price, interest amount and rate, arrears rate, instalments, payment frequency and total amount payable. MINCOMMERCE handles general market surveillance, prices, metrology, quality, trade and electronic-commerce complaints. Its Brigade Nationale des Contrôles et de la Répression des Fraudes receives denunciations through 1502 or +237 222 231 689. ANOR works on standards, certification, conformity assessment and withdrawal of non-conforming products; its online reporting service uses terms such as Norme Camerounaise and conformité. Consumer associations and NGOs may represent individual or collective interests and bring preventive or reparatory actions. CONACO provides a consultative collective voice, while courts, arbitration and the Comité de recours established in each arrondissement can support dispute resolution; the practical availability and procedure of local committees require verification. Sector-specific complaints follow different institutions. ART handles telecommunications and digital-communication issues, including access, tariffs, quality, privacy, unlawful suspension and compensation; complain to the company first, then use ART conciliation or hotline 1515. ARSEL handles electricity tariffs, supply, quality, safety, overbilling, fraud and technical or commercial disputes after the company has been contacted. CAMWATER accepts complaints about water accounts, billing, connections, interruptions and suspected fraud through customer channels including 652929292 and contact@camwater.cm. DPML receives safety reports about medicines, medical devices and cosmetics, including adverse effects, medication errors, quality defects, abuse or dependence, through its online form or vigilance@dpml.cm. CCAA handles unresolved airline complaints about delays, cancellations, baggage and assistance; its official guide states that a complaint should be filed within one month after return. Banking and Mobile Money complaints begin with the provider and may proceed through mediation or the CEMAC, COBAC, BEAC and national financial-consumer framework. Cyber incidents, identity theft and payment fraud should also be reported to CIRT or ANTIC, the bank or Mobile Money provider and, for serious losses, the police or judicial authorities. Keep the contract, invoice or receipt, warranty, payment proof, messages, screenshots, transaction identifiers, serial or lot number and a dated chronology. National institutions are concentrated mainly in Yaoundé, although sector portals and digital channels may improve access. Cameroon has no evidenced central one-stop ombudsman, and a uniform fee schedule or response deadline has not been established across all complaint bodies. The suitable institution depends on the product, service, harm and sector.