Consumer

What is a consumer?

Anyone who buys goods or services Buy books, groceries, go to cinema

etc

There is a CONTRACT between the buyer and the seller

Rights & Responsibilities Right to complain

if there is a fault

“I bought a CD and its faulty”

Responsibility to be informed

“I don’t want a credit note – I’m entitled to a refund.”

Responsibility

Consumer has a Right to quality goods but has a responsibility to: Know the legislation - law Know what agencies and organizations

that can help

Informed Consumer Know what you want Compare price and quality No unplanned buying – impulse buying Avoid overspending Knows rights

Complaint

Valid Reasons: Misleading Ad - oversold Faulty Quality poor or unsafe Overcharging – incorrect weight/price

Breach of contract

Not Valid Reason to Complain

Change of Mind Tampered with goods Fault pointed out at sale Goods not returned within

reasonable time

Law/Legislation to Protect

Sale of Goods and Supply of Services Act 1980

Consumer Information Act 1978

EU directive on food labelling

Sale of Goods and Supply of Services Act 1980 Contract between Buyer and Seller Products must be of a certain

quality:1. Merchantable quality2. Fit for purpose3. As described4. Conform to sample5. Services rendered with necessary

skills and qualifications

Consumer Information Act 1978 False or misleading information

about:1. Price – price list must be clearly displayed2. Quality3. Goods4. Service

Director of Consumer Affairs = National Consumer Agency

Food Labeling

Clear & Legible In common language – English/Irish

Name of food Selling price Unit price – in ltr or Kilo Use by date Ingredients in descending order of

weight

Unit Price

PriceQuantity

Size Weight/Volume

Price Value Formula

Unit Price

Small 40 pages 0.60 0.60/40 1.5 cent

Medium

60 pages 1.00 1.00/60 1.7 cent

Bar Codes Black lines with numbers

Scanned and read at POS Identify product and price Less error No individual pricing Easy change price on computer Stock control

Country of origin: 50 for Ireland and England

Signs

Signs that contradict the Law are illegal

Examples: Damaged goods cannot be

exchanged No refund on damaged goods Sale items – no exchange Contact Manufacturer for refunds

REMEDIES

Replace Repair Refund

Credit note

Does not have to be accepted May be acceptable to the

consumer Allows the consumer to buy again

in the shop up to the specified amount

Usually valid for up to 6 months

Guarantee or warranty

A guarantee or warranty on a product gives additional protection to statutory protection

It is a written statement given by the manufacturer. The manufacturer will repair or replace an item within a set amount of time after it has been purchased. Guarantees are legally binding.

Credit Note

McGraths Paints, HighSt, Carlow No. 124

To:_____________________ Tel 0503-12543

_______________________ E-mail mcgrathpaint@eircom.net

_______________________ VAT Reg IE234345

Date: ___________

QTY Description Unit Price €

Total €

Reason:

Signed____________________ Total €

Manager

Steps to remedy

1. Stop using the goods - Identify problem2. Act promptly - Contact seller – negotiate –

stay calm – keep copies of docs3. Put complaint in writing – record details –

keep a copy4. Contact trade organization or consumer

organization – eg SIMI for motor, ITAA for travel

5. Contact consumer agencies – office of Director of Consumer Affairs=National Consumer Agency, Ombudsman

6. Small Claims Court

Agencies

1. Office of Director of Consumer Affairs=National Consumer Agency

2. Ombudsman3. The Financial Regulator 4. European Consumer Centre (ECC)5. The Advertising Standards Authority 6. The Consumers’ Association of

Ireland7. Citizens Information

National Standards Authority - NSAI

NSAI Set safety and quality standards NSAI – National standards authority of

Ireland – standards for goodshttp://www.nsai.ie/default.aspx

NCA - Director of Consumer Affairs

The National Consumer Agency which replaced the Office of the Director of Consumer Affairs (ODCA) from May 2007

Sale of Goods and Supply of Services Act 1980

http://www.consumerconnect.ie/eng/

Ombudsman

Ombudsman – for state agencies eg An Post, HSE, Dept of Agriculture

etc Ombudsman for Credit Institutions Insurance Ombudsman

http://www.ombudsman.gov.ie/en/

Consumer Association of Ireland

Consumer Association of IrelandVoluntary association set up to protect

the rights and interests of consumers in Ireland.

Publishes magazine ‘Consumer Choice’. Independent/non government Non-profit http://www.consumerassociation.ie/

Small Claims Court

Small Claims Court – District court Expensive for Company and Bad

publicity Apply to registrar outlining complaint Complaints up to €2000.00 Small Fee - €9 – no solicitor needed Refund Replace Repair Compensation

Advertising Standards Authority

Investigates complaints about false, misleading, offensive advertsPower to have ad altered or

withdrawnhttp://www.asai.ie/

Citizens Information

Citizens information can help you through the steps Letter writing Contacting trade organisation Contacting NCA etc Contacting Ombudsman Small claims court

http://www.citizensinformation.ie/en/