Even though the Department of Consumer Affairs fields complaints about consumers being duped by individual traders or businesses it cannot fix everything, Rotarians heard during their weekly luncheon yesterday.

Education Officer Rhonda Daniels from Consumer Affairs cleared any misconceptions about what the department does for the public, saying education was the most important measure preventing consumers from being misled.

She said Bermudians like to complain but they very rarely want to put the complaint down on paper, adding that most complaints made last year related to for retail products.

She said 178 reports were lodged in 2002.

Recently, a woman called to complain about poor work performed by a contractor when the Consumer Affairs officer appeared on the Everest DeCosta talk show, Rotarians heard.

But the woman said when she called Consumer Affairs she was told the matter would need to be taken to the courts.

"Her expectation was that by calling us, we could make him do what she wanted him to do," Ms Daniels said.

"In actual fact, she was told it was a civil matter and that was why she needed to take him to court."

Another caller reportedly asked Ms Daniels: "Then what teeth do you guys have?"

She explained that the department is there to offer guidance to consumers on how to deal with complaints as well as assistance in resolving the matter.

The Department is also responsible for pushing the amendment to the Sale of Goods Act to incorporate the Supply of Services Act 2003, she said.

"This Act had some significant changes made to provide three results: bringing Bermuda's Sale of Goods Act in line with UK legislation, afford the consumer more protection and rights when entering into a sales transaction and protecting the retailer from unreasonable rejection of goods."

Although there are only four members of staff in the department, Ms Daniels said clients are all interviewed by the inspector and asked a multitude of pertinent questions to determine if the complaint is true and then assisted in the best possible way.

Ms Daniels started her career in education and as a health educator worked with AIDS patients and helped to educate the public about the disease.

"When I applied for the job as Education Officer for the Department of Consumer Affairs, I figured I could do that. It was similar to what I had done for the Health Department - educating the public about their rights and responsibilities so they could make informed decisions. The only difference was it would be about their consumer purchases, not their sexual activity."

Other than complaints, Ms Daniels said the department has had three reported cases of consumers pretending to be an officer from Consumer Affairs who threaten traders and demand money or claim the consumer doesn't have to pay a bill.

"This action is a criminal act, a case of fraud and can lead to prosecution. If retailers suspect the call is not legitimate, they should ask for the name of the person calling and then call Consumer Affairs."

Ms Daniels said that officers always give their name when they call an individual or a business.

The Department said it would start with an education campaign in schools and a pilot programme called 'Confident Young Consumers' was already introduced at Sandys Middle School.

"By building on basic skills such as numeracy and literacy as a foundation, consumer education empowers people so that they can not only interpret information, but negotiate, make good judgments and choices as well as know how to make inquiries and complaints," Ms Daniels said.