Objective 5.00 Understand Consumer Rights, Responsibilities and Information.
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Transcript of Objective 5.00 Understand Consumer Rights, Responsibilities and Information.
5.01 Students will be able to understand the rights and
responsibilities of consumers.
Objective 5.00 Understand Consumer Rights, Responsibilities and Information.
Essential Questions
What basic consumer rights are protected by law?
What does it mean to be a responsible consumer?
What adjective describes these bananas?
General TermsGoodsServiceRetailerMarketplace
MerchandiseConsumable Products
Durable Products
Warranty
Exercising Consumer Rights and Responsibilities
Government agencies---federal and state consumer agencies
Merchant servicesConsumer advocate groupsConsumer affairsConsumer action panel
Sources of consumer resources and protection
Government Agency Federal Agencies: Federal Trade Commission (FTC) –
Ensure fair transactions, product labels, privacy
Department of Labor (DOL) – Ensure fair and reasonable working conditions
Food and Drug Administration (FDA) – Protect against unsafe food, drugs, cosmetics
Consumer Product Safety Commission (CPSC) – Set safety standards for products
Department of Housing and Urban Development (HUD) – Supervises programs related to housing needs and fair housing opportunities
United States Department of Agriculture (USDA) – Inspects and sets standards for meat, poultry, and canned foods
State Agencies Attorney General’s
Office – takes legal action on behalf of the state and its citizens
NC Cooperative Extension – provides unbiased research-based consumer education and information
Merchant ServicesWarranty and return policies – provide
guidelines for dissatisfied customersConsumer affairs departments – deal with
consumer concerns and complaints
Consumer Advocacy GroupsJustice Department - Enforces the laws to
maintain free tradeBetter Business Bureau (BBB) – provide
reliability reports on businesses, accept consumer complaints
News media – provide consumer investigative reports
National consumer organizations – provide consumer advocacy, educational materials, product/service information
Consumer Reports - Consumer Reports is published by Consumer’s Union
Exercising Consumer Rights and Responsibilities
Be their own advocates Look out for their own interests as a consumer with rightsBe aware of the steps to take to resolve problems with
products/servicesBe aware of organizations that assist consumers in
resolving complaintsKnow when to seek help
To protect their rights in the marketplace, consumers should:
Better Business Bureau (BBB) A private, non-government agency available at
local and state levels Logs complaints from consumers Passes complaint information to businesses that are
members, frequently resolving issue Makes complaints available for public viewing Tries to steer consumers to reliable businesses that
conduct business ethically
http://nwnc.bbb.org/
Rights of Consumers
Right to be safeRight to be informed
Right to choose products and services
Right to be heard
Right to redressRight to consumer education
Right to serviceRight to a healthy environment
A basic set of protections, agreed upon by society and written into law, apply to purchases of merchandise and services in the United States. These rights of consumers include:
Responsibilities of Consumers
To use products safely
To find and use information
To choose purchases carefully
To speak up
To seek redressTo learnTo reward good
serviceTo promote a healthy& caring relationship
with the environment
Types of activities a consumer is expected to perform as part of a purchase decision. Each consumer responsibility parallels a consumer
right.
What if I have a complaint? First, contact company customer
service department to give notice of the problem and allow time to resolve conflict with involved parties.
Frequently, companies will resolve the problem with a consumer at this stage by replacement, repair, or restitution for the item.
The company desires to keep the customer satisfied to ensure future business and positive goodwill.
If complaint is unresolved, proceed to next contact.
Steps to Settle a Consumer Problem
Identify the problem Decide on desired
solution
Gather up important documentation
Take your complaint back to the store
Direct to the Manufactor
Take your complaint further, if necessary
1. Identify the problem. Is the product broken?
Is the product something other than what you thought it was?
2. Decide on a solution.Do you want your
money back(refund)?
Do you want a repair performed?
Do you want a replacement product?
3. Gather up important documentation.Find your sales
slip or credit-card receipt.
If you paid by check, bring your cancelled check.
If you had the item fixed, bring the repair bill.
Find your service agreement or contract.
Bring your warranty.
4. Take your complaint back to the store. Go to customer
service department or see a salesperson.
State the problem.State how you
would like the problem resolved.
If necessary, see the store manager and repeat your complaint.
5. Direct to Manufacturer
If you do not get resolution through customer service, then go direct to manufacturerCall toll free # Mail letter Email your complaint
Contact local “Action 9” ReporterMedia attention often gets results
Mail a letter
Call to complain
Email a Complaint
Exercising Consumer Rights and Responsibilities
Greeting/salutationOpeningBodyClosure
State the problem clearly and be brief as possible!
Components of a successful complaint letter
Refer to Sample Letter
6. Take your complaint further, if necessary. Get in touch with the
BBB or other private consumer organizations.
Contact applicable federal regulatory agencies for assistance.
Contact the state or federal attorney general’s office.
File a claim in small claims court.
Contact a private attorney to file individual litigation or be part of a class action lawsuit.
Better Business Bureau (BBB)
A private, non-government agency available at local and state levels
Logs complaints from consumers Passes complaint information to businesses that are
members, frequently resolving issue Makes complaints available for public viewing Tries to steer consumers to reliable businesses that
conduct business ethically
http://nwnc.bbb.org/
Government Regulatory Agencies
Contact the government regulatory agency related to your complaint.
Examples:Consumer
Product Safety Commission
Federal Communication Commission
Federal Trade Commission
US Postal Service
State or federal attorney general’s office chief law enforcement/justice
officer committed to protecting the
safety and welfare of all state residents
AG's Office aggressively prosecutes those who break criminal, environmental and consumer protection laws and defends the state against legal actions.