Your rights as a consumer: what you need to know

In Timor-Leste, the protection of consumer rights is guaranteed by the Law no. 8/2016 of July 8thwhich establishes the Legal Framework for Consumer Protection. This fundamental document ensures that all Timorese citizens are protected in their daily commercial relationships. Let's explore your main rights as a consumer and how to exercise them.

Fundamental Rights

Timorese legislation recognizes several fundamental consumer rights, including:

1. Right to health and safety protection - Products and services must not pose a risk to your health or safety. If a product is considered dangerous, the authorities can order its withdrawal from the market.

2. Right to information - Consumers have the right to clear and accurate information about the products and services they purchase, including prices, characteristics, composition and potential risks. The information must be provided in Portuguese or Tetum.

3. Right to quality goods and services - The products must be fit for purpose and correspond to the description given by the seller.

4. Right to protection of economic interests - Unfair and misleading commercial practices that could harm your financial interests are prohibited.

5. Right to compensation - If you suffer damage as a result of defective products or services, you have the right to compensation.

Guarantees and Returns

In Timor-Leste, new products have a legal warranty period. During this period:

• If the product is defective, the seller is obliged to repair it, replace it or refund your money.
• The deadline for exercising this right is 30 days for movable property and 1 year for immovable property, counting from the date of delivery.
• It is important to keep the invoice or receipt as proof of purchase.

Prohibited Commercial Practices

The law expressly prohibits various commercial practices considered unfair, including:

• Misleading advertising containing false information about products or services
• Sale of counterfeit or fake products
• Refusal to issue receipts or invoices
• Imposition of contractual conditions disproportionately unfavorable to the consumer
• Price changes without prior notice

How to file complaints

If your rights as a consumer are violated, you can:

1. Submit a complaint directly to the supplier, preferably in writing.
2. Contact Aifaesa (Autoridade de Inspeção e Fiscalização das Atividades Económicas, Sanitárias e Alimentares), which is the body responsible for monitoring compliance with consumer protection rules.
3. Use the National Mediation Service to try to resolve the conflict amicably.
4. Ultimately, use the courts to enforce your rights.

Consumer Education

Timorese legislation also provides for the promotion of consumer education and information. Aifaesa regularly carries out educational campaigns to inform citizens about their rights and how to exercise them responsibly.

Final considerations

Knowing your rights as a consumer in Timor-Leste is the first step to exercising them effectively. Stay informed, always demand compliance with consumer protection rules and don't hesitate to seek help if you encounter abusive commercial practices. Consumer protection is essential for the development of a fair and balanced market in Timor-Leste.