Service delivery: Consumer courts ensure rights of customers upheld

Established in seven districts, the courts save time and money of litigants

PESHAWAR: When Musarat Jan’s SIM was blocked around seven months ago, he did not think it would be an issue to get it unblocked. He approached the relevant authority, but realised the task wouldn’t be as easy as he thought when he met with no success.

He then approached the district and sessions court with an application to direct the cellular service provider to unblock his SIM. The litigation dragged on for four months, but the officials in question neither appeared in court for an explanation nor unblocked the SIM.

It was during this time that the Peshawar High Court appointed judges for consumer courts which started functioning in seven districts of the province. Jan’s case was subsequently transferred from the district court to the consumer court.

"On the very first hearing after my case was transferred, the court summoned officials of the Pakistan Telecommunication Authority. An official duly appeared and my SIM was unblocked following the court’s order in just the one hearing," Jan told The Express Tribune.

Safeguarding rights

Judges have assumed duties in all seven districts where the consumer courts are functioning. They are Khawaja Wajihuddin in Peshawar, Anwar Hussain in Mardan, Subhan Sher in Abbottabad (now a judge in Ehtisab court), Shoaib Khan in DI Khan, Muhammad Adil Khan in Swat, Nasim Akbar in Kohat and Zamarud Khan in Bannu. The judges were appointed through a notification issued by the provincial government on November 18 followed by a summary approved to establish exclusive courts meant to protect the rights of consumers.

Data available with The Express Tribune shows consumers are readily approaching the court whenever they face problems with service delivery. In February, the court in Peshawar received 60 cases while 366 were pending from the previous month; these included cases transferred from the district court. Of these cases, 29 were resolved.

Prompt justice

Most of the cases decided by the court pertained to the Peshawar Electric Supply Company (Pesco) and Sui Northern Gas Pipelines Limited (SNGPL). Cases included problems in the installation of electricity metres, transformers and overbilling among others. "Support of the government is needed to promote the court and raise awareness among the people through media and other ways. The court is dispensing prompt justice and whoever faces any problem in service delivery can approach it," said an official of the consumer court, preferring not to be named.

He maintained the procedure is very simple: any person who has a problem with service delivery can file an application. The court officials then call the respondents to appear so that grievances can be resolved at the earliest. "Many people who have approached the court said their problems were resolved even before the summoning of respondents. A person can also contest his case without hiring an attorney." Consumer rights became a provincial subject and only provinces are empowered to make legislation on the issue. K-P was the first province to chalk out relevant legislation and passed a bill titled NWFP (now K-P) Consumer Protection Act, 1997.