The Barbados Consumer Empowerment Network (BCEN) has expressed support for the introduction of a Virtual Consumer Affairs Tribunal, calling it a potentially transformative step in tackling the growing backlog of cases and improving consumer access to justice.
However, BCEN’s Executive Director Maureen Holder stressed that while the virtual tribunal could streamline the process, it is crucial that it is designed to be inclusive and fair to all consumers—without replacing in-person hearings.
“We view this initiative as a potential solution to reducing the backlog of cases currently before the tribunal and a major step toward improving consumer access to justice,” Holder said.
However, she said a hybrid approach should be adopted.
“The virtual tribunal should complement, rather than replace, in-person hearings to ensure comprehensive consumer representation.”
On Sunday, Minister of Energy and Business Senator Lisa Cummins revealed that the virtual tribunal would be introduced later this year.
Although she highlighted its potential for empowering consumers, Minister Cummins did not provide specific details on the platform’s structure or an exact timeline for its rollout.
In another section of the media, she is quoted as saying, “We’re talking about a proper virtual tribunal, where consumers have the opportunity to engage directly with agencies if they have concerns or complaints regarding their interactions with the business community.”
A key concern for BCEN is whether the tribunal will be accessible to all consumers.
“While virtual proceedings offer convenience, not all consumers have access to reliable internet services or possess the digital literacy skills required to navigate an online tribunal. Adequate provisions for in-person hearings must remain available to ensure equitable access for all consumers,” Holder said.
Another issue the BCEN head raised was the speed and enforceability of tribunal decisions. She noted that consumers have long expressed frustration over the extended delays in dispute resolution and, therefore, insisted that the virtual tribunal should address this issue directly.
“If the virtual tribunal is to be truly effective, it must incorporate enforceable timelines for hearings and rulings to prevent unnecessary delays. Enforceability is important because a ruling in favour of a consumer means little if it cannot be enforced,” Holder said.
The BCEN also called for urgent clarity on the tribunal’s scope and jurisdiction, specifically whether it will handle complaints related to financial services, utilities, e-commerce, and other sectors.
“What will urgently need clarifying is the important issue of whether the tribunal will cover all types of consumer complaints. Many consumers are unaware of their rights or lack the legal expertise to represent themselves,” Holder said.
She believes that a robust public education campaign must accompany the launch of the tribunal to inform consumers of their rights and how to engage with the system.
The executive director also urged the government to release comprehensive details on how the tribunal will function, how rulings will be enforced, and how vulnerable consumers will be accommodated.
“We urge the government to engage with consumer advocacy groups, legal experts, and the public before finalising the implementation framework. To ensure its success, BCEN also requests that ongoing review mechanisms are put in place to assess the tribunal’s effectiveness, with the aim of making necessary improvements over time,” she said.
The BCEN official was adamant that the tribunal’s implementation must prioritise transparency, accessibility, and consumer protection.
“We look forward to further discussions with the Ministry of Consumer Affairs to ensure that this initiative genuinely serves the best interests of all consumers in Barbados,” Holder said. sheriabrathwaite@barbadostoday.bb
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