Sri Lankans’ gas woes are far from over; having just spent weeks queuing up to get their hands on a gas cylinder, those who depend on LP Gas for cooking are now in panic mode over leaky cylinders and mysterious kitchen explosions. One of the companies concerned has issued a statement that bears no responsibility for the sudden spate of gas-related incidents, nor empathy with its terrified customers. Instead, it blamed the “incidents and confusion” on the use of inferior quality regulators, hoses, cookers, and user negligence. Despite the denials and blame-shifting however, it is apparent that something sinister is going on.
Keeping its people safe is a government’s fundamental responsibility. The onus is on the state to take steps to prevent harm to the people when there are early indicators of a potential danger. The important thing is to be proactive to prevent further harm, instead of reacting when the damage is done. Predictably enough, a special committee has now been appointed to study the gas issue and produce a report – in two weeks, by which time there may potentially be far more damage done.
Special Committees aside, there are structures already entrenched within the public service to protect consumer rights in the country; the Consumer Affairs Authority (CAA) is vested with the protection of consumers, the regulation of internal trade, and the promotion of effective competition. And it has already, months ahead of the current gas calamity, warned of similar dangers arising from the gas composition change proposed a few months ago. The CAA is also the apex body charged with determining consumer complaints and conducting its own investigations. It now transpires that the country doesn’t have a suitable testing facility nor the equipment necessary to conduct such tests and worse, that the Sri Lanka Standards Institution offers no standard for the composition of gas in cylinders.
The greater issue here is the culture of impunity that goes hand in hand with power and authority in Sri Lanka. The greater the responsibility, the more such positions should attract a strong sense of accountability and answerability, but this has long been missing in every sphere of politics, public service, and even business. Instead, for the most part, we are left with arrogant and belligerent dismissal of the tough conversations by a bureaucracy for whom the admission of professional failure is the equivalent of personal weakness. Rank and status have become a cloak impenetrable by failure.
On the flip side, consumers know little of their rights, and what rudimentary knowledge they have limits “consumer rights” to food labels and food safety, instead of the universe of utilities and services it really covers. The lack of awareness has also resulted in the very low levels of consumer-rights related litigation in the country. It says a lot about corporate liability that Sri Lanka has never had a mass product recall (nor a mini-one) nor significant fines imposed on companies in violation of consumer rights. Consumer education is critical, especially in the creation of a mature, sophisticated consumption environment, but that is a long-term undertaking; the gas crisis is more immediate.
For businesses operating in a climate where every complaint can be amplified through the use of media, it is important to choose which issues they respond to and how. Many businesses don’t find a few scattered consumer complaints a war worthy of battle, and know well that a lack of engagement would usually make the issue go away faster. But it is equally important that companies walk the talk of social responsibility; that they do the right thing by consumers and stakeholders, especially if a faulty product has even a remote chance of causing damage to a life.
In this particular instance, the very real fears of millions of households that depend on LP gas to cook their food deserve far more empathy and consideration that they’ve attracted.
A game of gas and fire
05 Dec 2021
A game of gas and fire
05 Dec 2021
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Discover Kapruka, the leading online shopping platform in Sri Lanka, where you can conveniently send Gifts and Flowers to your loved ones for any event. Explore a wide range of popular Shopping Categories on Kapruka, including Toys, Groceries, Electronics, Birthday Cakes, Fruits, Chocolates, Automobile, Mother and Baby Products, Clothing, and Fashion. Additionally, Kapruka offers unique online services like Money Remittance, Astrology, Medicine Delivery, and access to over 700 Top Brands. Also If you’re interested in selling with Kapruka, Partner Central by Kapruka is the best solution to start with. Moreover, through Kapruka Global Shop, you can also enjoy the convenience of purchasing products from renowned platforms like Amazon and eBay and have them delivered to Sri Lanka.Send love straight to their heart this Valentine's with our thoughtful gifts!