Summary:
- The Directorate of National Consumers’ Right Protection in Bangladesh is handling a large volume of complaints with a significantly understaffed team, consisting of only 90 officer for 18 crore people.
- A recent case involving a faulty refrigerator highlights the effectiveness of the Directorate in resolving consumer disputes, despite its manpower challenges.
- Officials like Deputy Director Shahnaz Sultana face overwhelming workloads, managing hundreds of cases daily with limited support.
- The Directorate has requested additional staff but received only a fraction of what was needed, leading to ongoing operational challenges.
The Directorate of National Consumers’ Right Protection is facing significant challenges as it handles a massive volume of complaints with a limited workforce. The organization has only 90 officers responsible for protecting the rights of 18 crore people, leading to concerns about its ability to manage the workload efficiently. Recently, a consumer named Mohammad Nuruddin successfully resolved an issue with a faulty refrigerator through the Directorate’s intervention, highlighting its effectiveness despite being understaffed.
Nuruddin’s case involved a brand-new refrigerator that developed condensation issues, which the company failed to fix despite multiple attempts. After months of frustration, he turned to the Directorate, which eventually prompted the company to replace the appliance. However, during his interactions with the Directorate, Nuruddin was informed about the organization’s manpower shortage.
The shortage is particularly evident in Dhaka, where only 19 officers are available apart from the Director General. On a typical day, many of these officers are out conducting field inspections, especially during Ramadan when price hikes are common. Deputy Director Masum Arefin noted that each officer handles between 400 to 500 cases daily, which is a significant burden.
Despite these challenges, the Directorate remains popular among consumers for its role in resolving disputes. Officials like Deputy Director Shahnaz Sultana are managing heavy workloads, often relying on support from other departments. The organization had requested over 300 additional officers but received only 12, exacerbating the manpower crisis.
Director General Mohammed Alim Akhter Khan acknowledged the shortage but emphasized that the current staff is performing its duties effectively. However, many officials disagree, highlighting the need for more resources to handle the overwhelming number of complaints efficiently. The process of resolving a complaint can be lengthy, involving multiple hearings and administrative tasks, further underscoring the need for adequate staffing.
