Director of Consumer Affairs

Lead and manage the operation of the Consumer Protection Unit and administer applicable legislation to ensure consumer complaints are investigated, disputes are resolved, public education activities are conducted and price control measures are implemented and monitored.

KEY DUTIES

1. Lead and manage the Consumer Protection Unit in the Ministry of Finance, Health and Economic Development;
2. Receive and attempt to settle consumer complaints;
3. Conduct investigations in relation to the sale of goods or the provision of services to ensure compliance with applicable consumer protection and price control legislation;
4. Conduct other investigations in relation to the availability of goods of any class or description as he thinks fit and make such report and recommendations as deemed fit;
5. Advise on consumer protection and price control legislation and educate consumers and suppliers on their rights;
6. Oversee the investigation, management and resolution of disputes between consumers and suppliers or referral, as necessary;
7. Formulate, implement and periodically review standards in relation to the consumer protection and price control legislation;
8. Provide advice in relation to the imposition of price control measures and consumer issues, generally; and
9. Administer the consumer protection and price control legislation.

KEY FUNCTIONS

1. Lead, manage and coordinate the operation of the Consumer Protection Unit.
2. Develop, implement and monitor the work programme of the Consumer Protection Unit and assign duties to the staff of the Unit in accordance with the work programme.
3. Provide ongoing coaching and identify, develop and recommend appropriate training modules and programmes for staff of the Consumer Protection Unit.
4. Establish appropriate mechanisms, procedures and processes to ensure the proper administration of the consumer protection and price control legislation.
5. Examine and monitor consumer protection and price control legislation and other consumer related legislation, identify weaknesses and make appropriate recommendations regarding the enactment of such legislation or amendments to existing legislation.
6. Advise on and evaluate policies and strategies regarding commercial activities in Anguilla, to ensure that consumer rights and interests are safeguarded.
7. Promote in conjunction with other Government Departments and private sector organisations, the establishment of quality standards for consumer products.
8. Liaise with other Government Departments and the private sector in ensuring regulations governing consumer affairs are being enforced and observed.
9. Collaborate and foster relationship networks with other consumer protection agencies and organisations, locally, regionally and internationally.
10. Develop and implement consumer and supplier education programmes.
11. Establish the procedure for receiving complaints and reports from consumers and the general public on matters relating to contravention of legislation and unfair trade practices.
12. Review and evaluate complaints and conduct or coordinate the conduct of investigations into alleged contraventions of consumer rights and interests; and prepare reports of findings and recommendations/ decisions.
13. Seek to resolve disputes between the consumer and supplier through conciliation or the conduct of hearings or investigations where appropriate.
14. Ensure the maintenance of an accurate database and records of all consumer affairs cases that have been brought to the attention of the Unit.
15. Review all cases of breach of legislation and establish mechanisms to ensure compliance including, where appropriate, referring cases to the Attorney General’s Chambers for possible prosecution.
16. Advise the Minister on the establishment of price controls measures on specific goods, including price setting and/ or setting appropriate profit margins.
17. Establish appropriate mechanisms for the monitoring of prices and ensure consumer affairs inspectors collect accurate price data.
18. Design pricing methods and develop measurement tools for the determination of market intervention in price setting for selected commodities.
19. Create reports and analyses highlighting price fluctuations of price controlled goods, at the most appropriate reporting frequency.
20. Prepare detailed reports and speeches based on statistical data or current market issues, statements, letters, articles and consultation documents.
21. Act as a catalyst for change, model change and build capacity for managing change throughout the ministry/department/organisation. Influence others to translate vision into action.
22. Create and support a culture that focuses on creativity, innovation and knowledge.
23. Promote a culture of open and transparent communication.
24. Embrace technology by utilising all available ICT/media/mass communication to ensure that relevant messages and/or responses to the service offered are disseminated accurately, courteously and timely.
25. Hold up the Leadership Statement as a mirror to your own behaviour in a challenging and constructive way.
26. Foster a culture of teamwork and collaboration.
27. Participate in disaster management activities designed to prepare for, mitigate against and respond to disaster events.
28. Develop and implement strategies for improving and maintaining a high level of Customer Service in the public sector.
29. Perform such other duties as may be assigned from time to time by the Permanent Secretary, Economic Development, Commerce and Consumer Affairs, as required by the job function.

KEY RELATIONSHIPS

• Reports to the Permanent Secretary with responsibility for Consumer Affairs.
• Liaises with the Customs Department, the Attorney General’s Chambers and other Government Ministries and Departments.
• Liaises with the business community including the Anguilla Chamber of Commerce and Industry.
• Supervises the Consumer Affairs Inspectors.

KEY REPORTS

• Reports of findings and recommendations/ decisions in relation to consumer complaints and investigations or hearings.
• Reports on research and recommendations regarding price control measures.
• Timely reports on prices in relation to price controlled goods.
• Reports on market-related issues.
• Annual reports on the Unit’s work programme.
• Progress, review and appraisal reports.
• Minutes of meetings.

PERFORMANCE PARAMETERS

1. Timeliness and responsiveness in dealing with consumer complaints and reports of legislative breaches.
2. Efficiency in resolving disputes between consumers and suppliers.
3. Quality of reports as reflected by clarity, accuracy, soundness and reliance on quality data.
4. Effectiveness of established mechanisms for administering consumer protection and price control legislation.

PERSONAL QUALIFICATIONS

The incumbent should have strong leadership and interpersonal skills and excellent analytical, oral and written communication capacity.  He/ she must be able to issue clear directives, be decisive and of sound judgment.  Must have the ability to interpret and apply applicable laws objectively and use conciliatory and investigatory methods to settle disputes.  The incumbent must have the ability to conduct research, identify, extract and analyse data and create detailed reports using statistical information.

These qualities are normally obtained through the acquisition of a Bachelor’s degree and post-graduate qualifications in Finance, Economics, Business, Commerce, Consumer Studies or related field, coupled with at least 5 years’ experience in a leadership, management or supervisory position.  Legal qualifications will be an asset.