Consumer protection in Guyana

A consumer in Guyana is a private person who acquires goods or services and is adversely affected by a supplier's conduct. The main legal framework includes the Consumer Affairs Act No. 13 of 2011 (CAA) and the Competition and Fair Trading Act 2006 (CFTA). The Competition and Consumer Affairs Commission (CCAC) investigates complaints, supports remedies, enforces consumer rules and may support prosecution or court proceedings. The Consumer Affairs Unit and Department of Consumer Affairs under the Ministry of Industry and Commerce focus on policy, education and advocacy. The CCAC is the general complaint body for goods and services. A private consumer can submit a written complaint under section 9 of the CAA, including through the national online form available across all 10 regions. The form asks for contact details, the supplier, product or service, purchase date and value in Guyanese dollars, agreement type, receipt or other proof, warranty information, prior communications, the complaint, requested remedy and supporting uploads. The CCAC lists its Georgetown contact numbers as 219-4410/3 and WhatsApp number 625-0557. The official complaint-form pages do not state a filing fee. Access may be less convenient outside Georgetown, but online, telephone and sector offices broaden the available channels. Suppliers should provide their identity and relevant product or service information, disclose hazards and proper use or care, explain available remedies and display the price, fees, taxes and other charges clearly. A receipt should show the purchase date, description and transaction information and remain legible for at least 12 months. If no express warranty applies, an implied warranty generally lasts six months. A supplier must honour a manufacturer's warranty when the supplier offers or sells the product. A non-defective product may generally be returned within seven days when it remains in its original packaging, unused and free from tampering or damage. The supplier may exchange the product or refund the payment, and any restocking charge may not exceed 10 percent. A defective product can generally be repaired, replaced or refunded in full without cost to the consumer. A blanket notice such as No Refund or No Return does not remove lawful consumer remedies. Consumers should inspect goods, read agreements, keep receipts and other proof, and meet the stated return conditions. Digital sellers must disclose their legal name, geographic address, electronic contact, telephone number and a method for service of legal documents under section 70 of the CAA. They should also give a clear description of the goods or services and state the terms, costs, payment arrangements and withdrawal or termination conditions. The Electronic Communications and Transactions Act No. 12 of 2023 provides the wider framework for electronic transactions. Guyana has no evidenced general platform-based alternative dispute system or EU-style general withdrawal regime. For an online dispute involving an identifiable supplier, the CCAC may be relevant; payment problems should also be reported to the payment provider or Bank of Guyana, and suspected fraud to the Guyana Police Force or Financial Intelligence Unit. A digital order generally has a maximum 30-day performance period unless the applicable terms or circumstances provide otherwise, and an unavailable service generally requires a refund within 30 days. Financial complaints normally begin with the bank, insurer, payment provider or other financial institution. An unresolved banking complaint can then be taken to the Bank of Guyana (BoG). An insurer's internal complaint process should include a conflict-free ombudsman and a decision within a maximum of six weeks. Payment providers should disclose fees, terms, complaint procedures and the right to refer a complaint to the BoG or another responsible body; advance notice of an account-term change is generally at least 21 days. Credit-reporting consumers should receive notice of the bureau, the purpose and their rights. They can obtain one free credit report each year; a bureau should respond within 14 days, and a written data dispute should be investigated within 30 days. An unresolved matter may proceed to the designated authority and, where appropriate, the High Court. Investment or Ponzi offers should be handled only through licensed financial channels, while unlicensed offers should be reported to the Guyana Police Force or Financial Intelligence Unit. The Public Utilities Commission (PUC) regulates Guyana Power and Light Inc. (GPL), Guyana Water Inc. (GWI), GTT, Digicel and other licensed electricity, water, sewerage and telecommunications providers. A consumer should first complain to the provider, obtain a reference number and keep the bills, receipts and provider response. If the matter remains unresolved, the consumer can approach the PUC. The complaint normally concerns an issue no more than six months old, is not pursued while the same matter is before a court, and should include complete information. The PUC indicates that a complaint should first be filed with the utility within five days. PUC offices operate in Georgetown, Berbice, Linden and Essequibo, with office, postal, email and electronic access. The Guyana Tourism Authority (GTA) oversees licensed tourism services. Its feedback and complaint form can be used by visitors and local residents for problems involving service, safety, cleanliness, pricing, conduct or quality. Approved tour operators should provide a written dispute process and handle complaints with honesty, fairness, professionalism and reasonable skill, care and diligence. Tourism providers must carry public-liability insurance. A complainant may contact the GTA, and other legal remedies remain available. The Government Analyst-Food and Drug Department (GA-FDD) handles inspection, licensing, registration, laboratory analysis and investigation of food, drugs, cosmetics and medical devices. Reports about substandard, expired, foreign-language or falsified products can be made to the GA-FDD or a regional Public Health Officer. Unregistered medicines may be seized or removed. The Guyana Food Safety Authority provides the functional food-safety channel for unsafe-food notifications, illness reports, traceability, recalls and withdrawals. Fraud requires fast action. The Financial Intelligence Unit documents online sales and non-delivery scams and mobile-payment account takeovers. Warning signs include advance payment, a request to use only mobile money, a fake profile, urgent pressure, an implausibly low price or refusal to allow inspection. Verify the seller and listing, inspect goods where possible, avoid unnecessary prepayment and retain payment records, messages and listing information. Contact the payment provider or bank immediately and report the matter to the nearest police station or the Guyana Police Force. The Financial Intelligence Unit receives and analyses suspicious transaction information; it is not an ordinary refund forum. An identifiable supplier may also be reported to the CCAC. The general CCAC process and the specialist bodies do not replace civil claims or criminal investigations. Remedies can include a refund, return, exchange, repair, replacement, compliance action, prosecution or court proceedings, depending on the facts. Court or attorney costs may arise, and Guyana has no uniform consumer-cost schedule. Consumer protection is distinct from general shopping information, civil-law claims and ordinary banking advice, although those subjects can determine which body should receive a complaint.