the consumer council of zimbabwe annual report 2005€¦ · web viewthe consumer council of...

CONTENTS________________________________________________________________________________1. HISTORY OF THE CONSUMER COUNCIL OF

ZIMBABWE ..........................................22. ORGANISATIONAL VISION AND

OBJECTIVES.............................................................3 3. BOARD

MEMBERS ..........................................................................................................4

4. SENIOR MANAGEMENT..................................................................................................5

5. STATEMENT FROM BOARD CHAIRMAN ...................................................................6-7

6. CCZ ORGANISATIONAL STRUCTURE...........................................................................8

7. REGIONAL COMMITTEE MEMBERS..............................................................................9

8. CCZ STAFF MEMBERS............................................................................................10-14

9. FUNDING .......................................................................................................................15

10. RESEARCH...............................................................................................................16-17

11. EXECUTIVE DIRECTOR’S REVIEW .............................................................................18

12. FOCUS FOR 2017..........................................................................................................19

13. CONSUMER EDUCATION ......................................................................................19-22

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14. MEDIA PUBLICITY. ..................................................................................................22-24

15. PROMOTIONAL ACTIVITIES ...................................................................................25-29

16. PROJECTS................................................................................................................29-32

17. INTERNATIONAL WORKSHOPS..............................................................................32-35

18. MEMBERSHIP ..........................................................................................................35-36

19. COMPLAINTS RECOVERIES ..................................................................................37-38

20. LOBBYING AND ADVOCACY .......................................................................................39

21. CONTACT DETAILS ......................................................................................................40

1.HISTORY OF THE CONSUMER COUNCIL OF ZIMBABWE

The formation of the Consumer Council of Zimbabwe can be traced to as far back as 1955 and it was spurred by economic problems resulting from increased cost of living and violation of manufacturing standards.

The formation was spearheaded by two prominent Women’s Organizations, which had active interest in consumer issues. These were the National Women’s Organization and the Federation of Women’s Institute.

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The then Salisbury Consumer Movement group was aimed at ensuring that consumers would not only get value for their money, but that primary producers and manufacturers produced items of high standard which could compete with imported processed foods and manufactured goods.

It is against this background that the Consumer Council of Zimbabwe (CCZ) was born in the structure we know today on the 5th of December 1975. Over the years, the organization has expanded and restructured its policies in order to enhance its effectiveness. Its four major areas of concentration are complaints handling, consumer education, lobbying and advocacy, and research.

2. ORGANISATIONAL VISION, MISSION & OBJECTIVES __________________________________________________________________________

VISION

As the Consumer Council of Zimbabwe, we shall strive for a fair deal for our consumers within the marketplace.

MISSIONThe Consumer Council of Zimbabwe strives to become a visible and highly effective consumer empowerment and protection organization in the country that unconditionally upholds the interests of all its stakeholders. The Consumer Council of Zimbabwe shall achieve its mission through the establishment and management of effective networks with fellow consumer organizations worldwide, and through the management of a competent and well-motivated staff.

MANDATE

The mandate of the CCZ is to protect consumers, protect manufacturing standards and improve consumer awareness

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through education and to settle disputes between consumers and suppliers of goods and services among other objects.

3.BOARD MEMBERS

Mr P. Bvumbe Dr Ruzivo National Chairperson Mashonaland

Chairperson

Mr Mukusha Mr Nyoni Masvingo Chairperson Matebeleland Chairperson

Mr Mujajati Mrs Chanetsa

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Ministerial Appointee Manicaland Chairperson

Mr Manyongo Ms Rosemary Siyachitema Midlands Chairperson Ex-Officio 4. SENIOR MANAGEMENT

Ms Rosemary SiyachitemaExecutive Director

Mrs Rosemary MpofuDeputy Executive Director

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Mr Henry MusongweFinance and Administration Manager

5.STATEMENT FROM BOARD CHAIRMAN

In 2016 Zimbabwe experienced a deflationary environment; headlining deflation averaged 0.8% against 0.5% in 2015. Economic headwinds deepened in 2016 as a result of poor rains and a slump in commodity prices as well as contraction in the output of some minerals, the economy grew by 1.1%, the worst performance since the economic decline in 2008, as such this was a very difficult year for the consumer.

In terms of national development plan, Zimbabwe Agenda for Socio Economic Transformation (ZIMASSET) is the country’s economic blueprint and meant to turn around the country’s misfortunes. The vision of the policy is towards an empowered society and growing economy focusing on food security, social services and fighting poverty. In light of this, food security becomes critical to the consumer as it is a major global issue with over a billion people believed to make sufficient dietary energy access while others suffer from micro deficiency issues. This has seen the government launching a national Food Fortification Strategy in November 2015. In line with the policy CCZ is partnering organizations to address the micro nutrient deficiency burden in the country as revealed by Zimbabwe 2012 micro-nutrient survey. Education outreach on food fortification is to be done across all regions in which CCZ operates.

CCZ continues to maintain its reputation as an organization delivering high quality professional services, CCZ is committed to maintaining its responsiveness to the needs and concerns of the consumers and this is done through the complaints handling department. Over 390 complaints were recorded in 2016, the highest number of complaints were on shoddy

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goods. CCZ continues to educate consumers with critical awareness in the marketplace, making informed decision.

Consumer education programs increased drastically in 2016 in all the CCZ regions. A total number of 464 consumer education programs were carried out; these included 285 focus desks, 72 outreach programs to various communities, 67 to schools and tertiary institutions, 40 to Consumer Action Clubs. CCZ also participated at the ZITF, Manicaland Agricultural Show and Harare Agricultural Show

Way forwardIn such an environment it is imperative that we think outside the box with funding gradually decreasing and inconsistence from the Ministry’s grant. Robust strategies need to be implemented to achieve our goal as a consumer organization as we move towards greater financial stability. We should look for more synergies even in the private sector in order to increase our funding and visibility.

I would like to take this opportunity to thank the Zimbabwean Government, our parent Ministry, Consumers International, the Reserve Bank of Zimbabwe, POTRAZ, ZERA, ZETDC and Mimosa Mining Company for giving us moral and financial support.

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6. CCZ ORGANISATIONAL STRUCTURE

EXECUTIVE DIRECTOR

DEPUTY EXECUTIVE DIRECTOR

FINANCE & ADMIN MANAGER

PA TO EXECU REGIONAL REGIONAL REGIONAL REGIONAL REGIONAL ECONOMISTDIRECTOR OFF MASH OFF BYO OFF MASV OFF GWERU OFF MUTARE

EXECUTIVE COMPL/RES COMPL/RES COMPL/RES COMPL/RES COMPL/RES PR ADMINISECRETARY OFFICER OFFICER OFFICER OFFICER OFFICER OFFICE OFFICER

RECEPTIONIST/ RECEPTIONIST/ RECEPTIONIST/ RECEPTIONIST/ RECEPTIONIST/TYPIST TYPIST TYPIST TYPIST TYPIST

DRIVER/ DRIVER/ DRIVER/ DRIVER/ DRIVER/OFFICE ORDERLY OFFICE ORDERLY OF FICE ORDERLY OFFICE ORDERLY OFFICE ORDER

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7. REGIONAL COMMITTEE MEMBERS

Name of Region

Chairperson Vice Chairperson

Secretary Vice Secretary Treasurer Committee Members

Manicaland Mrs. Esther Chanetsa

Mr David Mutambirwa

Mrs Alice Marange Mrs Nyembesi Chikwasha

Mrs Joyce Chawoyoka

Mr David ChimukaMr Fungai Mhlanga

Matebeleland Mr Ntokozo Nyoni

Mr Rex Maseko

Mr Lancelot Maphosa

Ms Sithabile Tshuma

Ms Melisa Ndlovu Ms Thandeka NkomoMr Haback Masvaure

Midlands Mr Kepie Manyongo

Mr Nathaniel Chiponda

Ms Feziwe Vundhla Mrs Getrude Dube

Mr Levious Hundivenga

Mr Albert Phiri Mr Wilson Ngirazi

Mashonaland Dr Munetsi Ruzivo

Ms Nyaradzo Tavarwisa-Munyoro

Mrs Editor Matamisa

Mr Moeketsi Molai Ms Thandekile MkwananziMs Josephine Machiwenyika

Masvingo Mr Jowel Mukusha

Mrs Entrance Takaedza

Ms Gamuchirai Chikasha

Mr Enerst Munemo

Mrs Joyce Mhungu Mr Prosper DendereMs Elizabeth Madhuku

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8. CCZ STAFF MEMBERS MANICALAND REGION

Mr Barnabas Masamvu (Regional Officer) Ms Rudo Zisengwe (Receptionist)

MASVINGO REGION

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Mr Ndumiso Mgutshini (Regional Officer) Ms Ketai Zvinonzva

(Receptionist)

MIDLANDS REGION

Mrs Chiedza Harunashe (Regional Officer) Mr Allois Mutarangire (Complaints Officer)

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Miss Filda Magaiza (Receptionist) Mr Gerald Chirumhanzi (Driver)

MATABELELAND REGION

Mr Comfort Muchekeza (Regional Officer) Miss Dorcas Ncube (Receptionist)

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MASHONALAND REGION

Miss Taremeredzwa Moyo (Complaints Officer)

HEAD OFFICE

Mrs Esther Mafura (Personal Assistant) Mrs Estelí Ndondo (Executive Secretary)

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Mrs Sylvia Heri (Office Orderly) Mr Cyril T. Mujaji (Driver) Mr Philemon Chimusasa

(Gardener)

STUDENTS ON ATTACHMENT

Mr Ezekiel Amos (Graduate Trainee) Miss Fortunate Kadema (Graduate Trainee)

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Miss Lorine Chitereke (Graduate Trainee) Mr Takudzwa Nyautore (Student Intern)

Mr Macdonald Majena (Student Intern)

Mr Tinashe Mtumazhi (Student Intern)

9. FUNDING The CCZ draws 99 percent of its support from the Government of Zimbabwe (GoZ). Budgetary support has only been sufficient to cover salaries and

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administration at the exclusion of substantive operational programs. Figure 1 below gives an overview of the Administration budget that the CCZ received from the Government in 2016.

Figure 1: Funding Received from Government in 2016

Salaries Operations -

50,000.00

100,000.00

150,000.00

200,000.00

250,000.00 213,976.00

65,000.00

INCOME RAISED BY THE CCZThe organisation generated extra income to augment what is received from Government. Figure 2 below shows the activities involved.

Figure 2: Income Raised by CCZ

Donations Family Basket Subscriptions Complaints Fuel Surveys Administration -

5,000.00 10,000.00 15,000.00 20,000.00 25,000.00 30,000.00 35,000.00 40,000.00 45,000.00 40,091.00

310.00 777.00 936.35 4,950.00

9,450.28

10. RESEARCHResearch is a core mandate of the CCZ and as such, the organization investigates issues or challenges affecting consumers periodically as a way to protect consumers and to highlight to authorities areas that require attention.

Various surveys were carried out on different issues, including the rising cost of fuel and uniform price surveys. The surveys for uniforms were periodic and limited to the times when schools opened. The results, of these

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surveys were shared with the press, receiving particularly generous coverage from both the public and private media.

LOW INCOME URBAN EARNER FAMILY OF SIX BASKETThe family basket is not only an important marketing tool for the CCZ, it is also an economic tool for monitoring price trends for goods and services and for monitoring poverty levels in the country. The fact that the family basket is also used by National Employment Councils (NEC) in wage negotiations only underlines its importance. It is sold for a nominal fee and funds realised from the sale of the basket are ploughed back to support various CCZ activities.

Price trends as shown by the ‘family of six basket’ indicated that prices of goods were going up throughout the year. These increases were attributed to shortages of some commodities in the market, introduction of bond notes, import bans, cash shortages, fluctuation of fuel prices and supermarkets taking advantage of the use of plastic money by consumers.

Figure 3 and Figure 4 shows a comparison of family basket trends between 2015 and 2016

Figure 3: Family Basket Trends 2015-2016

January

February

March

April May JuneJuly

August

Septem

ber

October

November

December

530.00

540.00

550.00

560.00

570.00

580.00

590.00

20152016

Months

Amount

Figure 4: Family Basket Trends January to December 2016

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January

February

March

April May JuneJuly

August

Septem

ber

October

November

December

540

545

550

555

560

565

570

575

580

Months

Amount

11. EXECUTIVE DIRECTOR’S REVIEW OF THE YEAR 2016The year 2016 was a challenging year for consumers and the CCZ as a consumer watchdog. The limited resources for the organization’s operations were stretched, as we constantly re-adjusted our budget to focus on less capital-intensive activities. In spite of the challenges, the organization managed to cover a number of milestones in its endeavours. CCZ put to good use its network bases by successfully partnering Zimbabwe Energy Regulatory Authority and the Reserve Bank of Zimbabwe; CCZ took advantage of these partnerships to piggyback outreach consumer education programmes and expansion of Consumer Action Clubs. This development saw CCZ educating consumers on issues of consumerism, energy saving and the introduction of bond notes throughout the country where it is represented.

The Consumer Council of Zimbabwe (CCZ) has been lobbying for the enactment of the Zimbabwe Consumer Protection Law / Act for over five years now. The Consumer Protection Draft Bill is in place and during the period under review, a Technical Team which comprised of members from the Attorney General’s Office, Ministry of Industry and Commerce and CCZ was set up to put final touches to the Draft Bill. The Draft Bill has since been submitted to the Attorney General’s Office waiting to be tabled before the Parliament. The prices of basic commodities increased by 5.98% throughout the year and the assumption is that these increases arose from the imposition of the import ban by the government, cash shortages, fluctuation of fuel prices, supermarkets taking advantage of the use of plastic money increasing the prices of basic commodities and also the introduction of the bond notes. The CCZ continued to encourage consumers to shop conscientiously and to always buy certified products. Where the products are not certified, to exercise their right to information by carefully examining if the products they are purchasing are well labelled, packaged and provided with vital information such as manufacturing and expiry dates and ingredients used in the make-up of the products.

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The CCZ was also involved in a number of projects in order to reach out to all sorts of consumers. These included the #FAST Africa project which sought to highlight the importance of Internet access and affordability, the Anne Fransen Foundation project which focused on financial literacy and also the Green Action Fund whose main objective was to educate consumers on organic farming. These projects covered schools, colleges, universities, Consumer Action Clubs, flea markets and central business areas.

CCZ continues to better position itself in reaching out to as many consumers as possible throughout the country and beyond, despite financial and human resource problems which the organization faces. We believe the lessons learnt and successes scored in 2016 could not have been achieved if it had not been the dedication of staff, Government, other stakeholders and partners, and above all consumers themselves.

It is our hope that our fortunes in 2017 will be even better, and enable us to reach all consumers even the ones in rural Zimbabwe so that as an organization, we can better enable consumers to get a fair deal on the marketplace.

12. FOCUS FOR 2017

The year 2016, opened with the finalisation of the Consumer Protection Draft Bill. A Technical Team which comprised of members from the Attorney General’s Office, Ministry of Industry and Commerce and CCZ was set up to finalise the Consumer Protection Draft Bill. The Draft Bill has since been submitted to the Attorney General’s Office waiting to be tabled before the Parliament. It is our hope as CCZ that the Draft Bill will be passed in 2017 so that consumers can assert their rights with more confidence and protection.

13. CONSUMER EDUCATION Consumer education programmes increased drastically in 2016 in all CCZ regions. A total number of 464 consumer education programmes were carried out throughout the country. These included 285 focus desks, 72 outreaches to various communities, 67 outreaches to schools and tertiary institutions and 40 to Consumer Action Clubs. Some of the target places where consumer education activities were carried out in the regions are highlighted below:

Table 1: Areas where outreach programs were carried out in 2016

Region Venue Target Group Mashonaland Sam Levy Village, Fife Avenue

Shopping Mall, Pick ‘n’ Pay Kamfinsa Kensington Shopping Centre, TM Braeside, Chitungwiza, Budiriro, Orr & Harare Streets, Bon Marche Avondale, Arundel, Borrowdale Brooke Spar, Strathaven, Montagu,

General public

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OK First Street, Joina Complex, BinduraHarare Anglican Cathedral, Chitungwiza, Ruwa, Hatcliffe, Dzivarasekwa, Churchill and Roosevelt High Schools

Action Club Members Students

Matabeleland

Bulawayo Centre, Nkulumane Shopping Mall, Entumbane Shopping Complex, Cowdry Park, Emgamwini, Bellevue SparEmakhandeni, Nkulumane, EsigodiniNkulumane Primary School, Gwanda, Mpopoma, Njube, Msiteli, Magwegwe, St James, Tsholotsho High Schools,

General public

Action Club members

Students

Midlands Midlands State University, Gweru Polytechnic College, Zimbabwe Open University, Fletcher, Thornhill, Mkoba, Chaplin High Schools, Lower Gweru, Mkoba, Kwekwe Community Hall, ChiwunduraSenga, Nyaningwe, Batanai, OK and TM Supermarket

Students

Action Club members

General Public

Masvingo Chicken Inn, Wimpy, Diyo, Aminas, Stop Over, Bilcro, Building Brigade, Nemanwa, Gokomere, Bhuka, Zishumbe, Siding shopChisungo A, B, C, Shine, Kushinga, ShingisoRujeko, Dikwindi, Don Bosco, Masvingo High, Masvingo & Morgenster Teachers’ Colleges, Great Zimbabwe University, Masvingo Polytechnic College

General public

Action Club members

Students

Manicaland Chikanga, Mutare Hall, Himalaya, Sakubva TM CBD, Meikles Park, Zimpost Mutare, Sakubva, Cost It Enterprise, Mega Market, Manica Post, Zepps Supermarket, Bata, Dangamvura

Action Club members

General Public

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Figure 5: Consumer Outreach Programmes by all Regional Offices

Mashonala

nd

Matebele

land

Manica

land

Midlands

Masvingo

05

10152025303540

10

39

107 6

Regions

Outreaches

TOPICS COVERED DURING CONSUMER EDUCATION CAMPAIGNS

1. History of CCZ, functions, rights and responsibilities2. How to become a member of Consumer Council of Zimbabwe and

benefits3. How to properly seek redress4. What is hire purchase agreement?5. Consumer legislation in place6. Consumer Action Clubs structure, Constitution and terms of reference7. Consumer protection in the face of price increases8. Zimbabwe consumers celebrate World Consumer Rights Day in style9. Implied Warranties10. Household budgeting 11. The Consumer Protection Bill 12. Consumer education on bond notes13. Safe use of Liquefied Petroleum Gas (LPG) in the home, safety

issues and environmental protection14. Safe use of electricity in the home, energy efficiency and

savings.15. Use of Alternative sources of energy in the home: Renewable

energy

QUESTIONS AND COMMENTS RAISED DURING CONSUMER EDUCATION The following were some of the most frequently asked questions by consumers:

1. Aggressive education needed on bond coins.2. Public consultations needed on demonetarisation.

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3. Why is municipal police arresting vendors as, vending is sustaining the livelihoods of some families?

4. What is CCZ doing about disclaimer clauses? 5. What measures has Consumer Council put in place to ensure that

consumer rights are being observed?6. Consumers need to be educated on ‘best before dates’ of products

they buy.7. Cash shortages and bank limits are still in place what’s the rational

introducing bond notes if they are not solving the cash crisis?8. Retail shops have not really embraced the use of plastic money as

they rip off consumers by charging different prices on products i.e. US price, bond note price and RTGS price.

9. Prices of basic commodities have since gone up following the ban made on importation of some foreign commodities.

10. Are depositors not at risk of losing their funds once bond notes are introduced?

14. MEDIA PUBLICITYThe relations between the National media and CCZ are strong. Opportunities were abound throughout the year to ensure that consumer education had an outlet through the diverse media available to CCZ. Below are the programs that CCZ took part in:

Radio Programs1. Consumer Rights and Responsibilities 2. Organic Farming and Compost Making 3. Healthy Eating 4. Backyard farming 5. What is Financial Literacy?6. Savings 7. Budgeting 8. Debt Management

Newspaper Articles1. Implications of Contracts 2. Choosing the right clothing for a baby 3. Beware of expired goods 4. Taking your case to court 5. Sensible Buying 6. Consumers have a Responsibility as Well 7. Public consultation needed on demonization

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8. Street Vending Getting Out of Control9. Protect the health of your children

Television Interviews1. World Consumer Rights Day Celebrations

FOCUS DESKSFocus Desks are information desks set by CCZ staff at points where there is increased consumer traffic, like at shopping malls where they meet directly with the public discussing and imparting knowledge about consumer issues. The CCZ regional offices continued to carry out consumer education through Focus Desks to increase the visibility of the organisation and also to provide consumers with an opportunity to learn more about the CCZ, consumer rights and responsibilities. Staff gave consumer education to consumers going about their business and answered questions from the public. The processes resulted in increased consumer awareness.

Figure 6: Focus Desks Carried Out in 2016

Mashonaland Matebeleland Manicaland Midlands Masvingo 0

20

40

60

80

100

120

5

89

46

102

43

Regions

Focus

Desks

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CCZ staff at a focus desk in Harare (Mashonaland)15. PROMOTIONAL ACTIVITIES WORLD CONSUMER RIGHTS DAY World Consumer Rights Day is an annual occasion for celebration and solidarity within the international consumer movement. It is time for promoting the basic rights of all consumers, for demanding that those rights are respected and be upheld, protesting the market abuses and social injustices which undermine them.

World Consumer Rights Day 2016 was celebrated under the theme, “Antibiotics Off the Menu”. The theme focused on promoting the basic rights of consumers by persuading food companies to stop the sale of meat raised with the routine use of antibiotics. Antibiotic resistance in humans is rising to high levels in all parts of the world caused by over use of antibiotics in both animals and humans hence the need to sensitize farmers, medical practitioners and consumers in general. Regional offices celebrated WCRD in different styles which included exhibitions and workshops.

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World Consumer Rights Day Symposium in Harare

ZIMBABWE INTERNATIONAL TRADE FAIR The CCZ exhibited at the 57th edition of the Zimbabwe International Trade Fair (ZITF) which ran under the theme, “Innovate-Integrate-Industrialise” from the 26th to the 30th of April 2016. The CCZ’s exhibition was under the Ministry of Industry and Commerce stand, as part of CCZ’s strategy to reach out to as many consumers as possible. The Fair provided the organisation with an opportunity to educate consumers about what the CCZ does, as well as networking with other organizations.

MANICALAND AGRICULTURAL SHOW 2016The Region exhibited at the Manicaland Agricultural Show for three days, from 29th of September to the 1st of October 2016. It was a great opportunity for the organization to reach out to many consumers. Pamphlets on Consumer rights and responsibilities and patients rights were distributed to consumers. The functions of CCZ were also explained vividly.

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CCZ staff and Regional Committee Member at the exhibition

HARARE AGRICULTURAL SHOW 2016The Consumer Council of Zimbabwe exhibited its products and services to the public at the Harare Agricultural Show from the 22nd to the 27th of August 2016. Stationed in the Rajiv Ghandi Hall, CCZ representatives had the opportunity to meet consumers and discuss various issues that affect their consumption patterns and networking with various stakeholders.

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CCZ staff exhibiting at the Harare Agricultural Show

THE CONSUMER COUNCIL OF ZIMBABWE / RESERVE BANK OF ZIMBABWE PARTNERSHIP ON BOND NOTES CONSUMER EDUCATION

Due to public outcry and misinformation on the issue of bond notes and the need to ensure that the public understand how the bond notes program was to be rolled out, the CCZ and RBZ partnered in educating consumers. The areas that were covered under this programme included Masvingo, Mutare, Bulawayo, Gwanda, Hwange, Gweru, Chiwundura, Kwekwe, Kadoma, Banket, Mutoko, Marondera and Harare.

The objectives of this program were to: Demystify bond notes Give correct information on bond notes and correct the

misinformation that has pervaded the public space. To share information on how bond notes are going to work and

benefit consumers, business and the country as a whole. Allay consumers/public anxiety brought about by events of the past. Afford consumers opportunity for questions and answers. Open channels of communication for reporting future problems.

Questions & Comments from the Consumers or Public1. For how long will bond notes be in use and what will happen to the

bond note if the value of the US$ falls? of 37

2. Does Zimbabwe have an agreement with America to bond its currency?

3. What measures are in place to ensure that the Government will not print bond notes in excess of $200million?

4. Is it legal for wholesalers to have different prices for cash, swipe and mobile money for a single product?

5. Is RBZ aware of “change moneys” or cash barons hoarding cash and selling it at the rate of 70US to 100$ Bond notes?

6. There has been much talk about the introduction of the 5$ Bond note, but why is it taking too long to come?

7. Would it not have been wiser for us to have printed our own currency instead of printing the bond notes?

Participants receiving consumer education on Bond Notes

16. PROJECTS

Fast, Affordable, Safe Transparent Internet for Africa Project (#FAST AFRICA)The Consumer Council of Zimbabwe ran a FAST Africa petition drive from the 1st to the 7th of May 2017. Fast Africa stands for Fast, Affordable, Safe and Transparent internet for Africa. FAST Africa is Africa’s campaign to highlight the importance of Internet access and affordability. During the course of the project, schools, universities, colleges, flea markets and central business areas were covered.

The objectives of the Project were: - The Ministry of ICT should review the ICT policies

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Internet service providers need to introduce application software that awards consumers Wi-Fi on their mobile devices (on the go internet without a simcard).

Reduction of internet tariffs for affordability Lower denominations for internet recharge tokens (50cents) for

accessibility Service providers need to introduce low to zero rated applications and

or sites suitable for students. To educate consumers on internet rights and ensure that, ICT and

internet policies in Zimbabwe are consumer friendly. Boost digital literacy rates in Zimbabwe by ensuring that all schools

and tertiary education institutions offer fast, affordable and accessible internet.

FAST Africa Campaign at Harare Institute of Technology

ANNE FRANSEN FOUNDATION PROJECT The main objective of the project was to improve financial literacy and its link with financial development so that it can benefit everyone through increased business ideas, flow of money, creativity, innovations and inventions. The following activities were identified under this project: - Developing Investment ProjectsThree schools were chosen to participate in this project namely, Goromonzi High School, Nyatsime College and Dzivarasekwa High School. They managed to carry out the full cycle of the project. The students monitored closely the growth and medication of the broiler chickens, slaughter and source their markets. Nyatsime College and Goromonzi High School sold to the schools’ dining halls with Dzivarasekwa selling to the surrounding community. The schools’ projected income which enabled them to budget for bigger batches of broiler chickens in 2017. The above schools also had a chance to participate in schools essay competition that was aimed at

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assessing the students’ appreciation of financial literacy. In order to increase the hype and excitement surrounding the competition, CCZ offered prizes in the form of tablets

Financial Education via Mass MediaCCZ developed discussion topics with the assistance of the Deposit Protection Commission, the Bankers Association, an insurance company together with a presenter from the most listened to vernacular radio station, Radio Zimbabwe. Various topics were discussed including;

1. Financial Literacy and its importance to consumers2. Types of financial services and their benefit to the consumer /

entrepreneur3. Budgeting and its importance4. Effective debt management skills

Focus Group DiscussionsFocus group discussions which are key learning instruments, allow exchange of information, face to face discussions and interaction therefore engendering better adult education, were held in Mutare and Masvingo. Consumer Action clubs who are the conduits for disseminating information were active in identifying participants to the workshops on Financial Literacy workshops.

Dzivarasekwa 2 High School attending to a day old chicks

17. INTERNATIONAL WORKSHOPS

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Consumers International Council Meeting, Hong Kong – 10 – 11 June 2016 The Executive Director attended the Consumers International Council Meeting on 10 to 11 November 2016 in Hong Kong where she was unanimously appointed to the CI Board of Trustees. Members across the Council each shared their concerns and thoughts on how to mitigate risk and issues possibly arising from adopting the proposed approaches. This included clear suggestions regarding necessary inclusions in the guardrails that CI should put in place to enable successful partnership activities across a range of partners including governments, corporate foundations and businesses. Members also shared examples of positive and negative experiences in their organisations and highlighted the need to maintain independence and the highest standards of integrity whilst exploring new approaches to delivering diversified income and greater impact in the marketplace.

CI Council Meeting, Hong Kong

World Food Security / Responsible Investment in Agriculture and Food Systems (CFS-RAI) Sub-Regional Multi-Stakeholder Workshop - 22 to 24 June 2016

The Consumer Council of Zimbabwe’s Deputy Executive Director, Mrs Rosemary Mpofu attended a workshop from the 22nd to the 24th of June 2016 in Johannesburg, South Africa on the role of stakeholders to translate the principles for Responsible Investment in Agriculture and Food Systems (CFS-RAI). The workshop was hosted by the Food and Agriculture Organization (FAO) and the countries that participated in this workshop included Malawi, Mozambique, Namibia, South Africa, the Seychelles and Zimbabwe. The objectives of the workshop were to: • Improve understanding of all stakeholders on the relevance of CFS-RAI

principles to their country contexts, and begin to build a network on responsible investment;

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• Discuss key elements of the enabling environment, organizations and individuals that are necessary for effective application of the CFS-RAI principles;

• Identify existing capacities and capacity needs for an effective application of the CFS-RAI principles in Southern Africa

Participants at the CFS-RAI Workshop in Johannesburg, South Africa

International Telecommunications Union Meeting: Dar Salaam, Tanzania – 19 – 23 November 2016

The Consumer Council of Zimbabwe’s Complaints Officer attended the International Telecommunications Union Meeting which took place in Dar Salaam, Tanzania from 19 to 23 September 2016 which was funded by the Consumers International. The meeting focused at investigating how Digital Financial Services can be regulated. The event was packed with panel sessions and interactive discussions across a range of significant digital issues.

Some of the areas that were looked into included: Fraud Agent Conduct Digital Credit Quality of Service Data Privacy and Protection Contracts and Disclosure

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Participants at the International Telecommunications Union Meeting in Tanzania

22. MEMBERSHIPRecruitment of members remains the CCZ’s greatest challenge. Generally, consumers are struggling to make ends meet and therefore, they find it difficult to raise money to pay as membership fees. This inability to raise membership fees has had a bearing on membership recruitment. However, consumer education activities increased, because of the ZERA, ZETDC and RBZ consultative workshops that were held in the country’s different provinces, where the CCZ had the opportunity to speak to the public on consumerism and membership issues. By the end of 2016, 561 individual members were recruited nationally and 98 renewed their membership. Figure 6 below summaries the membership recruitment activity in 2016.

Figure 7: Membership Recruitment for 2016

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50

100

150

200

250

300

350

21

286

61

160

332

41

15

30

10

Renewal New

CONSUMER ACTION CLUBS (CACs)The CCZ has used the Consumer Action Clubs as a catalyst for membership growth. The intention of CCZ is to grow such clubs all round the country and use these to distill consumer education and information and also as advocacy and pressure groups. During different club visits, members were encouraged to renew their membership and also mobilise other consumers to join as members.

Consumer Action Club Meeting in Manicaland

23. COMPLAINTS HANDLING & RECOVERIES FOR 2016

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Complaints resolution is one of the CCZ broad objectives and a core competence area for the five regional complaints departments located in the five main provincial cities through the country. For the period under review regional complaints offices were inundated with complaints that ranged from service provision by utility providers, to repairs and contracts of sale involving shoddy goods. The use of alternative dispute resolution mechanisms has made us effective in resolving disputes that would have been congesting the formal courts.

More than 390 complaints were recorded in five regions. Complaints on contracts recorded the highest percentage of 22 percent followed by shoddy goods and services that recorded 14 percent. Complaints on economic structures were the least recording 0.75 percent. Under broad category 4 and 5 the highest number of transactions require parties to enter into written and verbal terms of contracts. These terms of contracts are either drafted in a legal jargon that is not understood by a layman or terms are entered into upon a customer receiving a receipt from the till. The CCZ is doing more to educate consumers on issues involving contracts.

Figure 8: Complaints Handled in 2016 by all CCZ Regions


20406080

100120140160180200

12

89

11

95

187

Regions

Complaints

Table 2: Complaints Handled in 2016 by all CCZ RegionsCOMPLAINTS CATERGORIES AND NO. OF COMPLAINTS

NAME OF REGION

ADVERTISING (BC1)

ACCOMMO

DATION (BC2)

ECONOMIC STRUCTUR

E (BC3)

CONTRACTS (BC4)

SHODDY

GOODS(BC5)

REPAIRS (BC6)

HEALTH &

SAFETY (BC7)

MISC(BC8)

Mashonaland

- - - 3 10 8 1 -

Midlands - 7 - 36 27 5 10 11

Matebeland 2 11 3 21 7 11 3 -

Manicaland 1 - - 9 2 1 - -

Masvingo - 1 4 19 10 6 9 -

Total 3 19 7 88 56 31 24 11

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Figure 9: Categories of Complaints Handled in 2016

BC1 BC2 BC3 BC4 BC5 BC6 BC7 BC80

102030405060708090

MasvingoManicaland MatebelandMidlands Mashonaland

KeyBC – Broad CategoryBC1 Advertising (Misleading; Poor Labelling; Open dates)BC2 Accommodation (Rent disputes; Building Contracts; Real Estates)BC3 Economic Structures (Price disparities; Conditional Selling; Pricing and Sales)BC4 Contracts (Unfulfilled agreements; Unfair Contracts; Hire Purchase; Breach of

Contracts; Loans; Debts; Lay byes; Disclaimer clause; Selling contracts) BC5 Shoddy Goods (Furniture; Electrical gadgets; Clothing; Utilities; Back up spares)BC6 Repairs (Vehicle repairs; Electrical repairs; other repairs)BC7 Healthy and Safety (Food and beverages; Drugs; Hairdressing; Medical Expenses)BC8 Miscellaneous

24. LOBBYING AND ADVOCACYLobbying and Advocacy remained an integral part of the work of CCZ. The following were some of the activities that were carried out during the year under review: -

2017 Budget

Participating in boards and committees

During the course of the year, CCZ staff continued to serve on various boards and working committees of other organizations that seek to protect the rights of the consumer and for purposes of lobbying and advocacy.

Stakeholder Boards and CommitteesCCZ staff were the voice of the consumer at the following boards and committees:

Anti – Money Laundering Advisory Committee Digital Finance Thematic Working Group Zimbabwe Women Resource Centre Network

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Health Professions Authority Food Standards Advisory Board Food Fortification Committee Standards Association of Zimbabwe Pharmacist Council Medicines Control Authority of Zimbabwe Livestock and Meat Advisory Board Buy Zimbabwe Board Rent Board Agricultural Marketing Authority

25. CONTACT DETAILSHEAD OFFICE Mashonaland Region35 Rhodesville Road 35 Rhodesville RoadEastlea EastleaHarare HarareTel: 263-04-496478/9 Tel: 263-04 -496478/9Toll Free No: 08003 222 280 Matebeleland Region Midlands Region 109 – 110 Lutheran House 2nd Floor Cabs BuildingCnr L. Takawira Street/H. Chitepo Robert Mugabe Way P.O Box 1978 P. O Box 619 Bulawayo GweruTel/Fax: 263 –09-69058/661652 Tel: 263 54 221061

Tel/Fax: 263-054-221061 Masvingo Region Manicaland Region136 Robertson Street Office 6 and 7No. 3 Dault Street ZIMPOST BuildingP. O. Box 386 P. O. Box 1008Masvingo MutareTel/Fax: 263 –039-64748 Tel/Fax: 263-020-64449 Website: www.ccz.org.zw

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http://www.ccz.org.zw/

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