As Jamaica’s consumer landscape evolves, the Consumer Affairs Commission (CAC) is expanding its focus to address emerging sectors such as cosmetic surgery, which have seen a rise in consumer complaints.

Cosmetic surgery has gained traction across Jamaica, but along with its popularity comes a range of issues. Accordingly, the CAC says it is positioning itself to play a critical role in ensuring that consumer interests are adequately protected.

“We’ve had cases where consumers have come to us about incorrect placements, one of the butt cheeks is larger than the other after surgery. Another complaint was one eyebrow being higher than the other,” director of field operations at the CAC Cheryl Martin-Tracey said in highlighting one of the notable complaints.

Martin-Tracey, who was a guest at the Jamaica Observer Business Forum recently, said the CAC is seeing a rise in complaints ranging from dissatisfaction with surgical results to concerns about the qualifications of medical practitioners. Another sector in which it has recorded an increasing number of complaints is the pharmaceutical industry as supplement sales trend upward.

In one instance, the commission said it discovered that an individual performing procedures was not registered with the medical council, a serious breach of consumer trust.

“We may not be the direct regulators for medical practices, but our role is to secure redress for consumers and ensure that when complaints arise, appropriate action is taken even in these weird offshoots,” Martin-Tracey stated.

“Our legislation does not allow for us to wrap a yellow tape around your business, but we can liaise with the agency that does that,” she added.

To tackle the complexities of emerging markets like cosmetic surgery, the CAC plans to expand its research and policy development efforts.

“We are conducting surveys and collecting data to better understand the challenges faced by consumers in these areas. The insights we gather will inform our recommendations to the ministry and help shape policies that address the unique issues in sectors like health and wellness,” Chief Executive Officer Dolsie Allen explained.

Allen also stressed the importance of collaboration with other regulatory bodies to handle complaints effectively.

“While the CAC is not equipped to regulate all sectors, we work closely with agencies like the medical council, the Bureau of Standards, and the Fair Trading Commission to address these consumer issues. We are focused on making consumer protection more cohesive across the board,” she said.

Currently, consumer protection in Jamaica is somewhat fragmented, with different agencies handling distinct sectors. However, the CAC’s upcoming Consumer Protection Policy seeks to unify these efforts.

“The policy will consolidate the work of multiple bodies to ensure more effective oversight of emerging consumer markets,” Allen added. This unified approach is essential as the rise in online commerce and other digital services continues to reshape consumer behaviour.

The commission is also preparing for what Allen called the “new consumer”.

In response to the evolving marketplace, driven by technology and increased access to global services, the CAC is revising its strategies. “Consumers are more empowered and informed than ever before. We are conducting a nationwide survey to better understand their needs and the specific demands they place on us as a protection agency,” Allen revealed.

This survey, part of the CAC’s broader efforts to modernise its operations, will help the agency align its resources with the most pressing issues affecting Jamaican consumers today. The findings are expected to guide future regulatory recommendations and provide a clearer picture of how the agency can proactively address not just cosmetic surgery complaints but other emerging consumer trends.