Consumers allowed to service cars outside agency during warranty period: CPA

Muscat: In a recent announcement, the Consumer Protection Authority (CPA) has affirmed that consumers retain the right to service their newly purchased cars outside the agency during the warranty period provided by manufacturers.

The CPA has shed light on consumers' rights in various scenarios, aiming to ensure fair treatment and protection of consumer interests.

Maintenance Rights for Vehicles:

Addressing a common concern, the CPA clarified that consumers have the right to choose maintenance services for their vehicles from sources other than the agency, even if the vehicle is still covered by the manufacturer's warranty. This allowance, however, comes with a condition: the maintenance must adhere to the guidelines stated in the vehicle's warranty booklet, and all maintenance records and invoices should be duly maintained.

Transparent Payment Practices:

The CPA further emphasized that consumers are not to be subjected to unfair practices when making payments for products or services. For instance, if a carpentry shop insists that consumers pay the full amount before receiving a product—such as doors for a house—it is considered an unjust practice. In such cases, consumers are encouraged to raise their concern and file a complaint. This complaint will prompt the necessary actions to address the situation.

Protection Against Price Discrepancies:

Consumers who find themselves charged a higher price than the one advertised for a product can take action. The Executive Regulations of the Consumer Protection Law, specifically Clause 12 of Article 19, explicitly prohibit shops from charging more than the advertised price. Consumers are urged to promptly report such violations to the relevant authorities, who will then take appropriate steps to rectify the situation.

Exchange and Return Policy:

A question that often arises pertains to faulty products. The CPA has affirmed that consumers have the right to exchange or return a product that proves to be faulty, even after a replacement with the original product has been made. This right is granted under the Consumer Protection Law, aiming to ensure that consumers are not burdened with subpar or defective items.