As Hari Raya approaches, one can already see more and more food and drinks flooding the market. Sadly, not all these are "imported legally" into Brunei.

Some of these "pirate" imports do not meet the import regulations and yet they land up in shops and are sold at throwaway prices. This causes a lot of loss to legitimate local businesses.

All food and beverage products imported into Brunei are supposed to be regulated by strict requirements of the Food Regulations 2000 which requires that importers, among other things, provide health certificates, halal certifications and also current manufacturers' licences. Thus, one cannot help but wonder how many of these "parallel" or "pirate" imports get through and are sold openly. Most of them, if not all, do not even have the "imported by" stickers.

The way legitimate businesses are being undermined by these "pirate" imports are not helping the private sector at all.

Apart from hurting legitimate local businesses, these products also pose a health hazard to people in Brunei, especially children.

One must realise that the bona fide and legitimate businesses have invested a lot of their capital and time into building warehouses, office buildings and also investing in training and development of local employees. As most have high overhead costs to bear, if these "pirate" imports are not stopped then sooner or later legitimate businesses will go bust.

Year after year, we continue to see this problem as relevant authorities have not been able to stem the illegal influx of such goods into the market during the festive season. Legitimate businesses hope to see actions taken against such illegal practices this year to ensure growth and prosperity in the private sector.

- Legitimate businessman

I would like to bring to the attention of fellow spa goers about a spa in the capital.

A couple of months ago, the spa offered a promotion whereby you get unlimited facial and massage session for a fixed sum of money. I signed up for the package only to realise that it was a sheer misrepresentation.

The package promised long sessions of facials or massages but from my experience and that of several of my friends, facials and massages lasted less than half the time that was advertised.

I felt I was taken for a ride. Where does one go to complain such things? As a consumer I felt the service provider had failed to deliver what he/she had promised.

I have signed up for a three-month package. As it is, I could hardly get an appointment to have either a facial or massage.

The spa owner can never be contacted to make a complaint. The staff does not allow me to get a refund because I have signed for the package. How can operators like this be allowed to run their businesses?

Well, I thought if I can't get a refund, I should at least warn others of such dishonest practices.

- Spa member

I am an e-Speed user and I pay my bills regularly. I was promised verbally by e-Speed staff that I will get connected when I pay $75 for transferring from one account to another account when I changed my phone line.

E-speed staff promised that my line will be connected in 3 to 5 working days. They also said they will transfer my account and Internet connection will be on in 3-5 days. But nothing happened. Is that what you get for what you pay? I am without Internet connection for a month now.

I have been calling 121 almost every day. I have spoken to most of the staff. I have told them the story again and again. They seem interested to listen to my story but they have never bothered to follow up my case.

I have been calling for a month now daily. Guess what the staff always said: "I will get back to you sir. I will contact the technician and ask him to contact you or I will contact you myself, don't worry,"

All these are empty words. They have never kept their promises, they have never returned my calls, and no technician has bothered to call me.

What is wrong? Following up on complaints is very important. Don't they like their customers to always be connected? If there is a problem, I need to know what it is. Customers need to be notified of problems, if any.

But every time I call them, I get to hear the same answer. "I will get back to you sir. I will contact the technician and ask him to contact you or I will contact you myself, don't worry."

I am sick of calling them now as day in and day out I hear only empty promises.

Is this the service you provide when your customers have problems?

Where are your technicians?

Can you please improve? We are paying for the services.

- TBM

I own a half-acre piece of land and share ownership with four others. After dividing it into four, we realised only three houses can be built on that land as the remaining section does not fulfill requirements to build another house.

Our problem is how to build the fourth house? The second issue is I would like to apply for a financial loan to build a house. But one of the conditions to obtain a loan is that I must own a piece of land under my name that cannot be divided into four. Thirdly, my application for the indigenous housing scheme cannot be accepted as long as my name is listed on that piece of land. And I am also not allowed to get my name off the land grant document.

I appeal to the authority concerned to find a solution to my problem.

My family and I are currently staying in a government house. The other three whose names are on the land grant are currently staying at a house provided by the welfare department (after our house was gutted).

- Dalam Dilema

Why no replay of UBD convocation on RTB this year?

As we all know, UBD held its convocation last Tuesday, September 6. I wasn't able to watch it as I had a replacement class that morning with my lecturer. I was waiting for its replay that night as it was done last year. But I was disappointed there was no rerun.

When I checked the TV guide in the Borneo Bulletin, there was no mention of the convocation in the RTB channel guide. It is a big event for people associated with UBD and also for family members of all the graduates, but it wasn't even mentioned in the TV listing.

I hope RTB can air it again and I hope there could be an announcement prior to the replay.

Dear RTB authorities, please have a creative thinking team comprising young people to improve your programmes. It's time to wake up, as RTB will turn 30 next year. I have lots of ideas, but as usual, they might be ignored.

- CuRvY OnE

I am living in F1 Panaga, Seria. I wish to complain regarding frequent power interruptions in our area without any advance notice.

Last month alone the electrical supply was cut off three times and they dragged on for quite a long time. This month we have had power cuts two times already.

This seems to happen only at F1. We had called the electrical department and they have blamed it on their supply.

Children and babies are the ones who suffer most, especially when the power interruption is from morning to evening.

During the latest power interruption, I called the electrical department only to be told that they are still finding the cause of the power failure.

Has anything been done to rectify this situation? The frequent power cuts are very frustrating to say the least,

- Bored and tired

I live in the Lambak area. I have made several complaints to JTB regarding e-Speed2 over the last four months until I lost my temper with one of their staff.

Every time they tell me that their technician is checking and the technician will call me.

Until today, no one has returned my calls and no one has come to my place. What is JTB doing?

JTB had better get its act together. I regret so much for having subscribed to e-Speed 2. I hear from my friends who are using e-Speed1 that it offers better customer service.

JTB wants to provide new technology to the public but cannot support it. It is better they outsource e-Speed2 support to the same company that's supporting e-Speed1.

Can someone in the top rung of the management look into the handling of customer complaints at the technical department?

I am surprised that my neighbour using e-Speed1 had his problem fixed within two days of lodging a complaint.

And it is frustrating to know that I have been complaining for months in vain.

I am definitely not going to pay my bills for this kind of services.

- yakob

Hurricane Katrina wrought one of the worst natural disasters in the history of the United States. My country is still reeling from the devastating effects of the storm and subsequent flooding. According to some reports, the area affected by Katrina is as large as all of Great Britain, and the challenges in responding to this are truly mind-boggling.

Literally millions of American families have been affected by this tragedy, including my own. My father's home in Covington, Louisiana, as well as the homes of other relatives, have sustained severe damage. We were lucky, in that our family safely evacuated and is out of harm's way. So many other families have not been as fortunate and our sympathy and prayers go out to them.

Reconstruction efforts in Louisiana, Mississippi, and Alabama are now under way, and most observers believe it will take months, if not years, to undo the damage. The costs will be in the tens of billions of dollars.

The international response to this disaster has been extraordinary. Like so many heads of state and leaders around the world, His Majesty has conveyed his condolences to President Bush and the people of America. We are appreciative of his moral and other support.

In general, the American people are touched and deeply grateful for the generous offers of help we have received from governments, individuals and private organisations around the world.

This generous outpouring provides both practical help and a tremendous boost to our morale, which mean a great deal to the victims of this terrible natural disaster and to all Americans.

We greatly appreciate all the assistance and were moved by offers of help from those nations still recovering from their own catastrophe, last year's tsunami: Bangladesh, Sri Lanka, India, Indonesia, Thailand, and the Maldives. That nations and peoples who have themselves suffered such an overwhelming tragedy would reach out to the American people in our time of need is a vivid example of the humanity and compassion that unite us as human beings. Brunei, of course, played a constructive role in the recovery efforts during that disaster, as it is during this.

We are also working hard to help governments around the world locate their citizens who may have been affected by the hurricane. Our goal is to have people reunited as quickly as possible with their loved ones. Thus far, the US Embassy has thankfully had no reports of Bruneians impacted by the disaster, although we continue to take stock of the situation. Bruneian residents who have concerns about their family members in the United States should contact the Bruneian Red Crescent or the Bruneian Embassy in Washington DC, best placed to help with such inquiries.

Finally, I would urge private Bruneians to consider ways they can help those affected. In their assistance to victims of other disasters around the world - from tsunamis to earthquakes - Bruneian citizens have demonstrated how generous they can be. There are many good voluntary organisations doing outstanding work under difficult conditions in the affected areas in the United States, and I hope the Bulletin's readership can find it in their hearts to help.

- Jeff Hawkins
- Charge d'Affaires, a.i.
- US Embassy in Brunei