Consumer protection in Sierra Leone

The Consumer Protection Act 2020 applies to goods and services supplied in Sierra Leone, including by state enterprises and in cross-border trade. Consumer use includes personal, household and self-employment livelihood purposes. Resale and other commercial purposes fall outside the consumer definition. Goods include electricity, water and telecommunications. For goods, the law protects fitness for purpose, acceptable quality, durability and compliance with applicable standards. If a consumer tells the supplier about a specific purpose, the goods should also be fit for that purpose. A consumer generally has 30 days from delivery to return defective or unsuitable goods without penalty, with the supplier bearing the return risk and expense. The supplier can repair or replace the goods or provide a refund. If a repair fails within three months, the consumer can seek replacement or a refund. The consumer should not misuse or abuse the goods when making a warranty claim. Service providers should complete services on time, notify the consumer about delays, meet the expected quality and correct defects. If the provider does not correct a defect, the consumer may seek a proportionate refund. Misleading, deceptive and unfair conduct is prohibited. Unfair contract terms can be challenged, and a supplier cannot contract out of statutory rights or warranties. Taking payment without intending to supply, or supplying something materially different from what was promised, can create criminal liability. Suppliers also may not send unsolicited payment claims. The NCPC accepts complaints from consumers or consumer representatives about goods, services and unfair supplier conduct. Staff can help put a complaint in writing. The NCPC reviews and triages a complaint within 14 days. It may take no action when a complaint is frivolous, vexatious or unsupported by evidence, or may refer it to a Dispute Resolution Committee or an inspector. Dispute Resolution Committees are legally provided at provincial headquarters and can give information and advice, conciliate, mediate or adjudicate. An adjudicator can order defect removal, replacement, refunds, payment of charges, compensation for loss or injury and costs. An appeal to the High Court must be filed within 30 days. The Sheriff can enforce an order. The High Court can also order refunds, damages, restitution, contract variation or rescission, and injunctions. Keep the receipt, contract, payment proof, product sample where safe, photographs and communications with the supplier. A missing receipt does not by itself describe the whole evidence position, but the Act allows the NCPC to take no action where evidence is insufficient. A laboratory report can be issued within 15 days after the laboratory receives a sample, and the parties may have to contribute to the cost. No standard public NCPC complaint fee was identified. Financial-service complaints follow the Bank of Sierra Leone (BSL) Financial Consumer Protection Guidelines 2022. A financial service provider should give plain-language information, a Key Facts Statement before the contract, details of fees and rates, cooling-off information and complaint contacts. The cooling-off period is five business days without penalty. Complaint channels must be free, and the provider should give a receipt or reference, monthly statements and a holding reply within two business days. The provider should investigate and resolve the complaint within 15 business days. If it cannot meet that period, it should explain the delay and provide an outcome within a further 10 business days. The consumer can then contact the BSL Consumer Protection Section for mediation and a binding decision. The financial provider remains responsible for its agents and third parties. Under the Guidelines, an unauthorised transaction requires full reimbursement. Debt recovery notices should allow at least five business days for weekly repayments or 20 business days for monthly repayments, and collection contact should be limited to 07:00–20:00 without abusive conduct. For telecommunications and other digital services, contact the provider first and then escalate to the National Communications Authority (NatCA), formerly NATCOM. NatCA accepts complaints through its form, by letter, at its offices, through 5050 toll-free, or at complaints@natca.gov.sl. Its consumer-protection work covers prices and charges, service quality, variety, terminal equipment, complaint handling, quality of service and data. Online fraud and cybercrime can be reported under the Cyber Security and Crime Act 2021, but that criminal process does not automatically produce a consumer refund. For electricity and water, use the provider's complaint process and then contact the Sierra Leone Electricity and Water Regulatory Commission (SLEWRC) Consumer Complaints service. The sector framework recognises access to basic water and electricity needs, information, choice, a hearing, complaint redress, safety and a healthy environment. Tariffs and service standards apply, and misleading, deceptive or fraudulent conduct is prohibited. The reviewed material does not establish one nationwide resolution deadline or complaint fee. SLEWRC lists +23278359299, info@ewrc.gov.sl and its Freetown contact point. The Pharmacy Board of Sierra Leone regulates pharmaceutical products, medical devices, cosmetics, chemical substances, food, dietary and herbal products, premises, professionals and advertising. It receives reports about adverse drug reactions and counterfeit medicines. The Sierra Leone Standards Bureau supports high-risk import inspection, market surveillance, product certification and health certificates. The Pharmacy Board lists +23225282886 and info@pharmacyboard.gov.sl. For air travel, Sierra Leone Civil Aviation Authority Part 20B provides passenger and airline protections concerning overbooking or denied boarding, delays and cancellations. Submit a written complaint so the matter can be assessed for monetary or non-monetary redress. The reviewed sources do not establish a general package-tour, land-travel or sea-travel consumer procedure. For suspected corruption, bribery or public-sector abuse, the Anti-Corruption Commission's grievance mechanism may be relevant. Other crimes can be reported to the Sierra Leone Police; the emergency number is 900. A criminal complaint does not replace a consumer claim for repair, refund, compensation or other civil redress.