The Ministry of Home Affairs encourages consumers and business service providers to ensure delivery expectations are mutually understood when engaging in business transactions.
As reported by Consumer Affairs, there has been an uptick in the number of complaints involving services provided to consumers across a range of industries, and many disputes arise from misunderstandings rather than intentional wrongdoing.
The Minister of Home Affairs, the Hon. Alexa Lightbourne, JP, MP, responsible for Consumer Affairs, said, “We recognize that consumers can feel frustrated when costs increase unexpectedly, timelines change, or completed work falls short of expectations. At the same time, service providers can face challenges when project requirements change, communication breaks down, or the scope of work is unclear. These situations can quickly become stressful for all involved.
“One of the most effective ways to avoid disputes is through clear written agreements, which should be developed prior to the commencement of delivering services. Consumers are encouraged to take the time to conduct due diligence by confirming that a tradesperson or service provider is appropriately qualified, licensed, certified, or experienced in the services being offered. Consumers should also request written documentation outlining the scope of work, costs, responsibilities, and expected timelines.”
The Ministry reminds business service providers of their professional and legal responsibilities. The Supply of Services Act 2003 requires services to be carried out with reasonable care and skill and to the standard expected of a professional in that field.
Consumers and service providers are urged to maintain thorough records, including contracts, estimates, quotes, invoices, receipts, emails, text messages, and any written agreements relating to changes in the original scope of work.
The public should be aware that the Consumer Protection Act 1999 provides safeguards against unfair business practices and misleading representations, while the Sale of Goods Act 1978 requires goods supplied as part of a service to be of satisfactory quality and fit for their intended purpose.
When concerns arise, consumers are advised that early engagement and clear communication of expectations often lead to the best outcomes.
Minister Lightbourne further shared that “the Consumer Affairs section is not only there to help resolve complaints but also to help prevent them”.
The Minister added, “We want consumers to feel informed and protected, and we want reputable tradespeople and service providers to be supported in delivering quality service to the community. By promoting transparency, accountability, and mutual respect, we can help foster greater confidence and trust across Bermuda’s marketplace.”
The public is reminded that the Consumer Affairs section is ready and available to provide guidance to the public if they are uncertain about their rights and responsibilities.
Members of the public seeking information or guidance are encouraged to contact Consumer Affairs at 297-7627 or visit the Consumer Affairs website at www.consumeraffairs.bm for more information.
