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1 What is an unfair practice?

2 ​Who does the Order apply to?​

3 Who is a consumer?​

4 ​What should a consumer do after they’ve encountered an unfair practice?

5 ​Is there any time limit to lodge my complaint?

6 ​Do all consumer transactions fall within the scope of CPFTO?

7 ​What remedy can CPFTO offer to the consumer?

8 ​Is there any limit on the amount of claim under the Order?

9 What are Voluntary Compliance Agreements?





1
What is an unfair practice?

Unfair practices, cover conducts such as: ​
     a)  Deceiving or misleading consumers; e.g. hidden fees and surcharges, manipulation of measurement units, using 
          small print to conceal terms and conditions in giving discount etc.
     bMaking false claims; e.g. claiming a second hand good as a new/ unused.
     c)  ​Taking advantage of consumer who is not in position to protect his own interest or is not reasonably able to understand 
          the transaction; e.g. a car workshop mechanic misrepresenting to a customer to replace parts which are not faulty.

2
Who does the Order apply to?​
The Order shall apply to:​ ​
      a)  The business or consumer residing in Negara Brunei Darussalam; or
      b)  ​Consumer transaction that is made in or sent from Negara Brunei Darussalam .
3 Who is a consumer?
According to the Consumer Protection (Fair Trading) Order, 2011, a consumer is a person who purchases the goods/services for personal consumption and not for commercial purposes. For example, a restaurateur buying goods for his restaurant, would not be classified as “consumer” under the CPFTO.
​4
What should a consumer do after they’ve encountered an unfair practice?
5 Is there any time limit to lodge my complaint?
​Yes, your complaint must be made no later than 2 years from the occurrence of the unfair practices.
​6
Do all consumer transactions fall within the scope of CPFTO?
​Not all consumer transactions fall within the jurisdiction of CPFTO. CPFTO excludes the following transactions:
      a)  Purchase of estate or other immovable property;
      b)  Service provided under a contract of employment; and
      c)  ​Any transaction or activity that is already under the scope of other regulations or regulatory agencies in Brunei. For 
           example:
​          
​Related transaction/activity ​Agency ​Contact details
​Issue pertaining Halal and Haram
​Bahagian Kawalan Makanan Halal,
Jabatan Hal Ehwal Syari'ah
​716 6222
​Food safety and quality issue
​Bahagian Kawalan Kualiti & Keselamatan Makanan,
Perkhidmatan Kesihatan Awam
​233 1110
​Cosmetics, medical and pharmaceuticals complaints
​Bahagian Penguatkuasaan Farmasi,
Jabatan Perkhidmatan Farmasi
​239 3298
​Insurance, Banking and Finance issues such as debit/credit service charge
​ Financial Consumer Issues Unit,
Autoriti Monetari Brunei Darussalam
​2388388
​Telecommunication issues including ICT related such as internet
​Authority for Info - Communications Technology Industry (AiTi),
Kementerian Perhubungan
​232 3232
​Construction issue
​Autoriti Kawalan Bangunan dan Industri Pembinaan / Authority for Building and Construction Industry (ABCi),
Kementerian Pembangunan
​238 0429
​Employment issues such as maid (amah)
​Jabatan Buruh
Kementerian Hal Ehwal Dalam Negeri
​2381848
​Other transactions including business-to-business transaction (B2B) with amount of claim not exceeding BND$10,000 ​Small Claims Tribunal,
Jabatan Kehakiman Negara
​223 2979
7 ​What remedy can CPFTO offer to the consumer?
A consumer who has entered a consumer transaction involving an unfair practice has the right to seek civil action and to seek relief through the Small Claims Tribunal against the seller to: 
      a)  Compensate consumer’s money;
      b)​  Reimburse for any loss or damage suffered by a consumer;
      c)​  Do a specific performance;
      d)  Repair of goods or provide part of goods; 
      e)  Vary the contract between seller and consumer
​8
​Is there any limit on the amount of claim under the Order?
Yes, the amount of claim shall not exceed BND $10,000.
9What are Voluntary Compliance Agreements?
Voluntary Compliance Agreements (VCA) are agreement signed between CAD and the business, to prevent any unfair practices from happening.

The VCA may include an undertaking by the business to compensate the consumer for the loss or reimbursed for any cost incurred and it can be publicized in the media.