consumer
DESCRIPTION
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. Right to complain if there is a fault “I bought a CD and its faulty”. Responsibility to be informed - PowerPoint PPT PresentationTRANSCRIPT
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 [email protected]
_______________________ 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/