Consumer protection
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Transcript of Consumer protection
© PDST Home Economics
Why consumer protection?
Stops manufacturers or retailers taking advantage of consumers
Protects the rights of consumers
Ensures consumers gets redress if needed
Consumer Information Act 1978
Protects the consumer against false or misleading claims about goods or
servicesForbids false or misleading information about
the Price Previous price Recommended retail price of goods or
services
Examples of claims
Goods
100% cotton Made in Ireland Waterproof Free from artificial
colours Low fat Real leather
Services
24 hour service 1 hour photos Delivery to all areas Irelands most punctual
airline
Claims about prices
Cannot be charged more than displayed price Read carefully e.g. “From €10 “ is legal Crossed out price replaced by lower price must be
true
Sale of Goods and Supply of Services Act 1980
This act states that goods must be: merchantable quality fit for purpose as described same as the sampleIllegal to display such signs as: “no money refunds” “no liability accepted for faulty goods” “credits notes only given on returned goods” “sale goods non-returnable”
Redress for faulty goods
Redress means: to set right, make amends
Under the Sale of Goods Act 1980 compensation may be given if goods are faultyThe type and amount depends on:
How serious the fault is When the fault occurs How soon the consumer complains
Types of Redress
Cash Refund Repair Replacement Credit note Partial compensation
ServicesThe Sale of Goods and
Supply of Services act 1980 states that :
The supplier of services must have the necessary skills
The materials used must be of merchantable quality
The service must be carried out with due care and attention
Redress:If these terms are broken
the consumer can: Get a full refund Partial compensation Some other remedy e.g.
Job redone free of charge
Caveat emptor
Let the buyer beware
No law can protect careless consumers
Guarantees
A contract between the manufacturer and the consumer that the product you buy will be satisfactory for a stated length of time
Covered by the Sale of Goods Act 1980. Guarantee is an added bonus it does not
affect your consumer rights
Consumer Complaints
Consumer Complaints
If goods are faulty or not what they should be a consumer has the right to complain and may get a full refund if :
Goods were not able, from the beginning, to do what they were supposed to do
The goods were not as described The consumer was totally misleadThe consumer can refuse a replacement, repair or credit note and
DEMAND their money back
Consumer Complaints
Consumers can loose their rights if : They alter the good in any way They wait too long after finding the fault
before returning the goods
A consumer not entitled to a full refund may get a
partial refund, repair or credit note
Unjustified Complaints
Consumer complaints are not justified if:
the goods were misused or abused the fault was shown before purchase consumer changes their minds
Making a Complaint
Return to shop with goods and receipt a.s.a.p. Ask for manager, explain the problem and what you
want the shop to do, be realistic about compensation Contact head office (chain store), trade association,
or consumer organisation if complaint ignored The Small Claims court deals cheaply and quickly
with disputes less than €2000. Use if complaint still not sorted.
Consumer Organisations
Statutory/government Agencies
National Consumer Agency (NCA )
Enforces consumer law, informs public of their rights
Office of Ombudsman Investigates
complaints against public bodies e.g. Government departments, local authority, HSE, An Post
Voluntary OrganisationsConsumers Association of
Ireland(CAI) Informs people about
consumer issues through the media and Consumer Choice magazine.
Lobbies government to improve consumer law
Advertising Standards Authority for Ireland (ASAI)
Ensures adverts are legal decent honest truthful
Complaining by Letter Description of goods : make, model, number,
brand etc. Where and when it was bought? Send a copy of receipt Briefly describe what the problem is What you have done about it so far What you expect the company to do Keep a copy of the letter and send it by registered
post