consumer protection and consumer rights in lithuania...

Flash Eurobarometer

Consumer protection

and consumer rights

Analytical Report for

Cyprus- third wave

Fieldwork: June 2008

Publication: June 2008

This survey was requested by the EC Directorate-General SANCO, Health and Consumer

Protection and coordinated by Directorate-General “Communication”.

This document does not represent the point of view of the European Commission.

The interpretations and opinions contained in it are solely those of the authors.

European

Commission

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Flash Eurobarometer

Consumer protection and

consumer rights in Lithuania

Analytical Report

Fieldwork: July 2008

Report: July 2008

European

Commission

Flash EB Series #244

Consumer protection and consumer

rights in Lithuania

Survey conducted by The Gallup Organization,

Hungary upon the request of the European Commission,

Directorate-General “Health and Consumer Protection”

Coordinated by Directorate-General Communication

This document does not represent the point of view of the European Commission.

The interpretations and opinions contained in it are solely those of the authors.

THE GALLUP ORGANIZATION

Table of Contents

Introduction ............................................................................................................................................ 4

1. Consumer habits and problems .......................................................................................................... 5

1.1. Purchasing habits ......................................................................................................................... 5 1.2. Problems with products and services........................................................................................... 6 1.3. Problem solving ........................................................................................................................... 7

2. Awareness of consumer rights ............................................................................................................ 8

3. Interest in consumer rights ............................................................................................................... 10

4. Sources of information ..................................................................................................................... 11

5. Trust in establishments ..................................................................................................................... 12

6. Awareness of consumer rights organisations ................................................................................... 14

7. Asking for information or advice ..................................................................................................... 17

8. Support for an independent consumer association ........................................................................... 18

9. Consumer protection in Lithuania, compared to the EU .................................................................. 20

Annex tables ......................................................................................................................................... 23

Survey details ....................................................................................................................................... 45

Survey questionnaire ............................................................................................................................ 47

Analytical Report Flash EB No 244 - Consumer protection and consumer rights (LT)

page 4

Introduction

This report is the first wave of three surveys regarding a large scale information campaign about

consumer rights in Lithuania. The aim of the three surveys is to track trends in public opinion, and to

measure the effects of the campaign in the target group. This is the first baseline measurement.

The survey’s fieldwork was carried out between the 14th and the 18

th of July 2008 in Lithuania. 1,000

randomly selected citizens aged between 21 and 45 were interviewed. The interviews were carried out

by telephone. To correct for sampling disparities, a post-stratification weighting of the results was

implemented based on important socio-demographic variables.

Flash EB No 244 - Consumer protection and consumer rights (LT) Analytical Report

page 5

1. Consumer habits and problems

1.1. Purchasing habits

The overwhelming majority (91%) of Lithuanian citizens in the target group purchased a mobile phone

or used the services of a mobile phone company during the past two years. Similarly, a significant

number of targeted Lithuania citizens (78%) bought a computer, DVD player or other expensive

electronic or household appliance in the same time period.

Between a quarter and a third of Lithuanians aged 21-45 bought an airline ticket or booked a charter

flight (30%), took out a credit for a major purchase (27%) or used the Internet or teleshopping to make

a purchase (26%), and almost one fifth of citizens bought a package holiday (18%) over the past two

years.

With the aim of examining age as a possible factor in purchasing behaviour, we have compared two

age groups – the 21-35 year olds and the 36-45 year olds – throughout the report. In terms of

purchasing habits, we found several differences between the two age groups. The 21-35 year olds were

more likely than the older group to have bought a ticket for an airline or charter flight (34% vs. 23%),

to have made purchases over the Internet or via teleshopping (29% vs. 20%), or to have taken out a

consumer credit (29% vs. 23%). Those in the younger group were also slightly more likely than the

older people to have purchased a mobile phone or used the services of a mobile phone company (92%

vs. 89%) in the past two years.

LT

Bought a mobile phone or used

the services of a mobile phone

companyBought a computer, DVD player

or other electronic or household

appliance

Bought a ticket for an airline or

charter flight

Taken out a consumer credit

Bought something on the internet

or via teleshopping

Bought a package holiday

Consumer purchases, % of yes

Q1. Have you over the past two years ...Base: all respondents

78

30

26

18

27

91

Total sample 36-45 years old21-35 years old

92

78

34

29

29

19

89

77

23

23

20

16

The demographic groups making the most purchases were those from metropolitan areas, the well-

educated, the employees and the self-employed. We saw particularly significant differences compared

to other demographic groups when it came to the purchase of package holidays, airline and charter

flight tickets and purchases made over the Internet or via teleshopping.

In addition, employees and manual workers were more likely than self-employed and inactive people

to have taken out a consumer credit. Women were somewhat more likely than men to have bought a

package holiday trip, while men were more likely to have made purchases on the Internet or via

teleshopping in the past two years.


page 6

1.2. Problems with products and services

One fifth of Lithuanian citizens aged 21-45 (20%) had problems with a mobile phone company during

the past two years. Looking at the total number of reported problems, the second highest number was

related to shops selling household or electronic devices: one out of ten consumers (10%) had problems

with purchases of electronic or household appliances. The Lithuanians had fewer problems with other

products and services: banks or other credit providers (4%), airlines or charter flight companies (4%),

purchases made on the Internet or via teleshopping (2%) or tour operators and travel agencies (2%).

Among Lithuanian citizens that made a purchase, or used the services of various companies, roughly

one or two out of 10 of them reported problems. The highest ratio of problems was reported by clients

of telecommunication companies (21%). However, a significant proportion of those citizens making

purchases in shops selling household or electronic devices, or dealing with airlines or charter flight

companies reported having problems (13% and 11%, respectively).

Among clients of telecommunication companies, those in the younger group (aged 21-35) were more

likely than those in the older group to experience problems in the past two years (24% vs. 17%).

LT

Telephone and/or mobile

phone companies

Shops selling household or

electronic devices

Banks or other credit

providers

Airlines or charter flight

companies

Buying on the internet or via

teleshopping

Tour operators / Travel

agencies

Having problems with... , % of yes

Q2. Have you over the past two years had any problems with ...Base: all respondents

20

10

4

4

2

2

21

13

7

11

7

7


24

13

9

11

8

6

23

11

4

4

3

2

17

12

3

11

4

8

2

1

3

4

10

16

% of total sample % of respective consumers


page 7

1.3. Problem solving

Regardless of age, more than half (55%) of citizens resolved their consumer problems by complaining

to the seller or to the provider.

Only 3% of those consumers who had problems sought information about consumer rights.

Comparably small minorities asked for help from non-governmental consumer associations (3%) or a

government consumer authority (2%), from friends or relatives (2%) or from a lawyer (1%). Only one

out of 60 respondents who had experienced problems with products or services filed an official

complaint. One out of six consumers who had problems did nothing (15%).

LT

Complain to the seller or service

provider

Ask help from a non-governmental

consumer association

Seek information about my rights

Ask help from a government

consumer authority

Ask advice from friends and/or

family

File an official complaint (court,

authorities)

Consult a lawyer

Other

Nothing

DK/NA

Consumer actions after experiencing problems

Q3. If yes, what did you do when this happened to you?% mentioned, base: who had any problem over the past two years

3

3

2

2

20

15

3

1

2

55


55

4

4

2

18

15

3

2

1

2

57

1

1

2

3

1

23

14

3

1

The self-employed (12%), the most educated people and the metropolitan citizens (5% each) were

somewhat more likely than others to seek information about their rights. The most likely to complain

to the seller or service provider were the manual workers (71%). Men were more likely than women to

do nothing in a situation in which they had a problem with a product or service (19% vs. 9%).


page 8

2. Awareness of consumer rights

Between 53% and 86% of Lithuanians think they know what their rights are in specific

situations.

In general more than half of the target group believe they are aware of their rights as consumers in the

situations that we examined. Relative to each of the scenarios tested, the majority of citizens who

considered themselves informed about their consumer rights agreed that they know some of their

rights but would like to learn more about them, while a minority believe that they know their rights

well enough and do not want to know more about them.

A large majority of Lithuanians aged 21-45 think they know their rights when a newly purchased

electronic or household item does not work properly (86%). Moreover, 47% of citizens in the target

group are willing to learn more about these rights despite the fact that they already know some of

them, and only 39% are satisfied with their actual knowledge and believe they do not need to know

more. Employees, the most educated people and those still in education are somewhat more likely than

others to be aware of their consumer rights in this case.

Regarding problems with telephone bills, a total of 80% of Lithuanians believe they know their rights,

and again the relative majority would like to know more about their rights (46%). Employees, the most

educated citizens and urban inhabitants are slightly more likely than others to know their rights in this

case.

LT

47

46

39

38

38

35

39

34

19

18

17

18

When an electronic or household device you

just bought does not work properly

When you have a problem with your phone

bill

The payments on the credit you took include

unexpected additional fees and charges

When your flight is delayed or cancelled

When your package holiday is different from

what the brochure promised

When you don't like what you ordered via

the Internet or via teleshopping

... would like to know more

... would not like to know more

Awareness of and interest in consumer rights, %

Q5. For the following situations, please tell me if you know your rights as a consumer and/if you would be interested to learn more about your rights

Base: all respondents

Know rights and/but ...

With regard to unexpected additional fees and charges on credit payments, more than half of

respondents (58%) claim to know about their rights, but two thirds of them think they should learn

more about these rights (39% in the total sample). In this area, a somewhat greater number of

metropolitan inhabitants and those aged 21-35 consider themselves informed in comparison to other

demographic groups.


page 9

Similar proportions of Lithuanians (56%) think they know their consumer rights in the context of a

delayed or cancelled flight or when a package holiday is different from what the brochure promised.

With regard to both cases 38-39% of Lithuanians would like to broaden their knowledge. The level of

awareness of consumer rights related to each of these situations tends to increase with the subjective

urbanization and with the level of education; it is also higher among the younger group (aged 21-35).

In addition, women are somewhat more likely than men to believe that they know their rights when

encountering problems with a package holiday.

Finally, 53% of the respondents said they know about their rights in the case that they don't like what

they ordered via the Internet or teleshopping; again, the majority of these respondents are interested in

learning more about such rights (35% in the total sample). Those aged 21-35, women, those most

educated, and urban citizens were more likely than others to know their consumer rights in this

situation.


page 10

3. Interest in consumer rights

Between 58% and 74% of Lithuanians would like to know more about consumer rights in

relation to the scenarios tested.

Looking at the various situations that we examined, we found that 58% of target citizens would like to

know more about their rights in the case of problems with recently purchased household appliances,

62% of citizens would like to know more of their rights related to problems with phone bills, and 72-

74% are interested in learning more about consumer rights regarding the other four scenarios tested.

Analysing the socio-demographic breakdowns, we observed no clear patterns of higher levels of

interest in consumer rights in one group or another; we did however notice a few differences between

groups. Women were somewhat more interested than men in consumer rights when a recently

purchased household appliance does not work properly (61% vs. 56%) or when facing unexpected

additional fees and charges on credit payments (76% vs. 68%).

Citizens aged 35-45 were somewhat more interested than the younger group in consumer rights related

to problems with phone bills (66% vs. 60%).

More of the highly educated citizens were interested in learning about rights related to phone bills and

in the situation in which they are not satisfied with what they ordered on the Internet or via

teleshopping, while those still in education were more likely to be interested in the rights related to

package holidays that do not match the conditions advertised.

Non-working people and employees were somewhat more interested than the self-employed and

manual workers in consumer rights as regards purchases made via the Internet or teleshopping (75%-

76% vs. 58% and 64%, respectively), or unexpected fees on credit payments (79% and 73% vs. 56%

and 69%, respectively).

LT

38

38

39

35

46

47

36

36

33

37

16

11

When your package holiday is different from

what the brochure promised

When your flight is delayed or cancelled

The payments on the credit you took include

unexpected additional fees and charges

When you don't like what you ordered via

the Internet or via teleshopping

When you have a problem with your phone

bill

When an electronic or household device you

just bought does not work properly

Know some of the rights

Don't know rights

Interest in learning more about consumer rights, %

Q5. For the following situations, please tell me if you know your rights as a consumer and/if you would be interested to learn more about your rights



page 11

4. Sources of information

About a quarter of Lithuanians would turn to a shopkeeper, seller or provider in case of

problems, and similar numbers would search the Internet for advice on their consumer rights.

The most popular choices – given by almost a quarter of the respondents – are either to go to the

relevant shopkeeper, seller or service provider (24%) or search the Internet for information (23%) in

case of a problem with a purchased product or service.

One out of 10 citizens in the target group (10%) would turn to a non-governmental consumer

association for information or advice about their consumer rights, and only half that many would turn

to a public authority (5%). One out of 10 citizens (8%) would call the number 8 800 00008 in case of

problems with a product or service. Very few would turn to friends or relatives (3%) or to a lawyer

(1%) for information or advice about their consumer rights. Only two respondents (0.2%) mentioned

spontaneously the European Consumer Centre, and nobody mentioned the EU contact points.

When looking at the main age groups, it is noteworthy that a significantly higher number of those aged

21-35 think to search the Internet (26%) compared to their older compatriots (19%). The older group

clearly prefer turning to shopkeepers, sellers or service providers (27% vs. 22%). Non-governmental

consumer associations are also somewhat more preferred by the 36-45 year olds (12% vs. 8%).

LT

Asking advice in case of problem with a product, a service or a seller, % of mentions

Q6. Where would you go for information or advice about your consumer rights if you have a problem with a product, a service or a seller?


Shopkeepers, sellers or service providers

Search the Internet

A non-governmental consumer

association

Dial phone number 8 800 00008

Government, Ministry, Public Authority

Friends and relatives

Lawyers

The European Consumer Centre

The EU contact point

Other

DK/NA


27

19

12

8

5

3

2

0

0

12

12

22

26

8

8

6

3

1

0

0

12

15

23

10

5

14

0

0

3

12

1

8

24

There are some differences based on other demographic characteristics as well. In case of a problem

women are more likely than men to call 8 800 00008, and manual workers and inactive people are

more likely than employees and self-employed to do the same. Those with a medium level of

education are more likely to turn to a shopkeeper, seller or service provider than are the most educated.

On the contrary, more of those with the highest than those with medium levels of education would

search the Internet, and the same is true when we compare urban citizens, employees and non-working

citizens to rural inhabitants and manual workers. Shopkeepers, sellers, service providers and the

Internet are the two most preferred sources of information in each demographic group with the

exception of manual workers (they prefer a non-governmental consumer association to the Internet).


page 12

5. Trust in establishments

Citizens place relatively more trust in non-governmental consumer associations and lawyers

than in other organisations.

We examined how citizens would react in cases when they required information and advice about

consumer rights. Respondents were asked to select the two most trustworthy establishments from a list

of possible options.

Considering only the first choices of respondents, it turned out that people trust equally the most their

friends and relatives (18%) and non-governmental consumer associations (17%) when it comes to

asking for advice on consumer rights. Lawyers, the phone number 8 800 00008 and shopkeepers,

sellers, and service providers are the most trusted establishments by almost the same numbers of

citizens (13-14%).

The least confidence is placed in the Government and the EU contact points – only 3% and 6% of

citizens, respectively, trust these establishments the most to give them correct information and advice

about their consumer rights.

When taking into account the second choices as well, one observes that non-governmental consumer

associations win the trust of a total of 34% of Lithuanians, and the next most trusted sources are

lawyers (32%) and friends and relatives (31%).

One fifth of respondents (21%) consider the hotline 8 800 00008 either the most trusted or second

most trusted source for information and advice on consumer rights, and somewhat fewer people trust

shopkeepers, sellers and service providers (18%). The lowest numbers were recorded with regard to

EU contact points (11%), and the Government (7%).

In addition, a relatively high number of Lithuanians were unable to name an organisation that they

would rely on in case of difficulties (12% and 13% first and second choices).

LT

The most trusted establishments, %

Q10. Who would you trust most to give you correct information and advice on your consumer rights, firstly? And than secondly?


A non-governmental consumer

association

Lawyers

Friends and relatives

phone number 8 800 00008

Shopkeepers, sellers or service

providers

The EU contact points

The Government

Other

DK/NA


most trusted second most trusted

14

18

13

6

5

12

17

18

13

8

5

5

5

5

13

3

13

17

13

20

12

8

7

9

19

20

12

7

5

5

5

5

14

3

13

17

15

15

15

4

3

15

14

15

13

10

6

6

4

5

13

4

12

18

Corrected – the second choice calculated from the TOTAL base, not only from those who mentioned a first choice (as in volume tables and annex tables) – otherwise not possible to add the percentages of 1st and 2nd choices

The most significant differences between the two main age groups are that those in the younger group

(21-35) are more likely than older citizens to make their first choice their friends and relatives (20%

vs. 15%) or the EU contact points (8% vs. 4%).


page 13

Analysing the levels of trust in non-governmental consumer associations by demographic groups we

find that employees selected this establishment as their first choice significantly more frequently than

did manual workers and inactive citizens (21% vs. 12-13%). There is also a significant difference

between the ratios of urban citizens (18-19%) and rural ones (11%) who consider non-governmental

consumer associations their first choice.

Considering first and second choices combined, the most educated people and employees and

metropolitan citizens prefer this establishment (non-governmental consumer associations) more than

others.

LT

17

16

19

17

18

0

16

20

17

19

18

11

17

21

13

12

17

16

18

19

14

12

15

20

12

19

13

21

16

18

16

17

LT

SEX

Male

Female

AGE GROUPS

21 - 35

36 - 45

EDUCATION (End of)

-15

16 - 20

20+

Still in education

SUBJECTIVE URBANIZATION

Metropolitan zone

Other town

Rural zone

OCCUPATION

Self-employed

Employee

Manual worker

Not working

The most trusted establishment: A non-governmental consumer association, %

Q10. Who would you trust most to give you correct information and advice on your consumer rights, firstly? And than secondly?


most trusted second most trusted

Corrected – the second choice calculated from the TOTAL base, not only from those who already mentioned a first choice (as in volume tables and annex tables) –otherwise would be not possible to add the percentages of 1st and 2nd

choices


page 14

6. Awareness of consumer rights organisations

Without prompting, only a minority of citizens can recall any organisation – the most well

known is the State Consumer Rights Protection Authority

Over a third of Lithuanians aged 21-45 spontaneously recalled the State Consumer Rights Protection

Authority (38%), and when prompted, an additional 46% of interviewed citizens said they had heard of

this organisation.

All the other organisations that we examined were mentioned without prompting by at most 10% of

respondents, and less than half of them recalled any of these organisations even when replying to a

direct question.

The second most well-known organisation is the Lithuanian Consumer Association: 10% of

respondents mentioned it without help, and further 48% have heard about it. A total of two fifths of

citizens were aware of the Lithuanian National Consumer Confederation, recalling it either without-

(6%) or with prompting (34%). Less than a quarter of citizens in the target group were aware of the

Lithuanian Consumer Institute (4% mentioned it spontaneously and a further 18% have heard of it),

and of The European Consumer Centre in Lithuania (2% and 13%, respectively).

Five percent of Lithuanians aged 21-45 have heard of the consumer magazine “Kuris”, and the

Western Lithuanian Federation was spontaneously mentioned by only 1% of respondents.

LT

State Consumer Rights Protection

Authority

Lithuanian Consumer Association

Lithuanian National Consumer

Confederation

Lithuanian Consumer Institute

The European Consumer Centre

in Lithuania

Consumer magazine "Kuris"

Western Lithuanian Federation

Awareness of institutions and organizations/associations dealing with protection of consumer rights , % of mention

Q7. What institutions and organizations/associations dealing with protection of consumers’ rights do you know? (unprompted) / Q8. Have you ever heard of ... (prompted):


10

6

2

46

48

34

18

13

5

1

4

38


9

5

2

44

45

30

16

14

4

2

4

38

10

6

2

49

52

40

22

13

6

1

4

38

Unprompted Prompted

There are only a few differences between the two main age groups in terms of the awareness of these

organisations; and these differences are between the levels of prompted awareness. Older citizens

(aged 36-45) were more likely than their younger compatriots to have heard of the Lithuanian

National Consumer Confederation (40% vs. 30%), the Lithuanian Consumer Association (52% vs.

45%) and the Lithuanian Consumer Institute (22% vs. 16%).


page 15

Examining the awareness of the most well-known organisation by demographic breakdowns, we find

that the State Consumer Rights Protection Authority is spontaneously recalled by significantly higher

numbers among the most educated people, the self-employed, employees and urban citizens (the

unprompted awareness increases with the subjective urbanisation).

LT

38

40

37

38

38

36

33

43

30

42

38

27

45

43

27

28

46

44

48

44

49

17

51

44

49

43

48

52

41

45

48

52

LT

SEX

Male

Female

AGE GROUPS

21-35

35-45

EDUCATION (End of)

-15

16 - 20

20+

Still in education


Metropolitan zone

Other town

Rural zone

OCCUPATION

Self-employed

Employee

Manual worker

Not working

Awareness of State Consumer Rights Protection Authority, % of mention

Q7. What institutions and organizations/associations dealing with protection of consumers’rights do you know? (unprompted) / Q8. Have you ever heard of ... (prompted):


Unprompted Prompted

Examining the variation across socio-demographic segments of the awareness of other organisations,

we observe few significant differences in addition to what we have already mentioned above regarding

age groups.

Women were more likely than men to have heard of the Lithuanian Consumer Institute.

The unprompted awareness of the Lithuanian Consumer Association is somewhat higher among

metropolitan citizens, while its prompted awareness is somewhat higher in other urban centres, rural

areas, and among the most educated people1.

Employees were somewhat more likely than manual workers and non-working people to have heard of

the Lithuanian National Consumer Confederation.

The following table shows spontaneous and prompted mentions by demography.

1 The prompted awareness of the Lithuanian Consumer Association is also high in the group of people with low

education, however given the very small sample size of respondents with low education (11 people only) the

results provided for this group of citizens in the present report are only indicative and lack statistical robustness.


page 16

Table 1. Awareness of institutions and organizations/associations dealing with protection of consumer

rights, % of mention, by demography

Lithuanian

Consumer

Association

Lithuanian

National

Consumer

Confederation

Lithuanian

Consumer

Institute

The European

Consumer

Centre in

Lithuania

Consumer

magazine

“Kuris”

Western

Lithuanian

Federation

Un

pro

mpte

d

Pro

mp

ted

Un

pro

mpte

d

Pro

mp

ted

Un

pro

mpte

d

Pro

mp

ted

Un

pro

mpte

d

Pro

mp

ted

Un

pro

mpte

d

Pro

mp

ted

Un

pro

mpte

d

Pro

mp

ted

EE 10 48 6 34 4 18 2 13 N.A. 5 1 N.A.

SEX

Male 9 48 5 35 4 14 1 13 N.A. 4 1 N.A.

Female 10 48 6 33 3 22 3 14 N.A. 6 1 N.A.

AGE GROUPS

21-35 9 45 5 30 4 16 2 14 N.A. 4 2 N.A.

35-45 10 52 6 40 4 22 2 13 N.A. 6 0 N.A.

EDUCATION (End of)

-15 0 73 0 37 0 19 5 13 N.A. 13 0 N.A.

16 - 20 9 45 5 36 5 17 3 15 N.A. 6 1 N.A.

20+ 10 54 6 33 2 20 1 12 N.A. 5 1 N.A.

Still in education 10 41 4 29 1 14 2 14 N.A. 2 3 N.A.


Metropolitan zone 13 43 6 30 4 17 3 13 N.A. 5 2 N.A.

Other town 7 51 6 39 3 18 2 14 N.A. 6 1 N.A.

Rural zone 9 53 3 34 5 24 2 15 N.A. 3 1 N.A.

OCCUPATION

Self-employed 12 46 6 36 6 18 1 14 N.A. 6 0 N.A.

Employee 11 52 5 38 3 19 3 12 N.A. 5 1 N.A.

Manual worker 3 48 4 26 3 20 0 14 N.A. 8 0 N.A.

Not working 10 41 6 29 3 16 3 19 N.A. 4 2 N.A.


page 17

7. Asking for information or advice

Not asking for advice from any of the listed organisations is the norm for Lithuanian consumers,

and this remains true for those reporting recent problems with products or services.

Focusing on the citizens that had heard of consumer organisations (91% of all those interviewed), we

asked if they had ever sought practical assistance. Only 7% of them have asked for information or help

from any of the organisations mentioned.

Those who reported recent problems with consumer products or services (see section 1.2.) were twice

as likely to contact any of these institutions or organisations for advice and assistance compared to

those who did not have problems recently (11% vs. 5%), but there were no significant differences

between the socio-demographic segments in this respect.

LT

Asking for information or help, %

Q9. Did you ever ask this or any of these organization/magazine for information or help? Base: those who know or heard of any organization/magazine

No; 93

Yes; 7

Total sample

No; 93

Yes; 7

No; 94

Yes; 6

21-35 years old 36-45 years old

The majority of consumers who sought

advice or assistance with these

organisations were very or rather satisfied

with the services received: 71% indicated

a satisfactory outcome, while 26% were

dissatisfied or rather dissatisfied.

There were no significant differences

between the socio-demographic segments

regarding satisfaction with the help

received.

LT

51

52

48

20

22

19

5

5

5

17

26

3

4

2

21Total sample

21-35 years old

36-45 years old

Very satisfied Rather satisfied

Rather dissatisfied Dissatisfied

DK/NA

Satisfaction with the outcome, %

Q9A. If yes, how satisfied were you with the outcome? Base: those who asked any organization/magazine for

information or help


page 18

8. Support for an independent consumer association

There is rather significant passive support for an independent Lithuanian consumer association,

but fewer citizens would be willing to pay membership fees.

While in general as many as 40% of Lithuanian consumers confirmed that they would be happy to

support an independent national organisation for consumer protection, most consumers feel that this

organisation should be supported through taxes (directly, or indirectly, as deductible contributions).

Three in ten respondents (32%) would be in favour of transferring part of their tax money to such an

agency or association and 18% favour sending donations that they could later deduct from their taxes.

Extra contributions to finance such a consumer protection organisation are favoured by 13% of the

target group, those who indicated that they would probably be willing to pay an annual membership

fee of 50 Litas (equivalent to roughly 12 euro) towards such an independent association.

LT

Paying an annual membership fee of 50Litas

Giving a donation which you can deductfrom your income taxes

Giving a percentage of your taxes instead ofpaying them to the Government

Support for an independent consumer organisation, % yes

Q11_A/B/C. Would you be willing to support an independent consumer organisation by…?Base: all respondents

18

32

13


13

19

34

12

18

31

The support for an independent consumer association is not very different across socio-demographic

segments, with about four in ten respondents in most groups (36%-47%) indicating their willingness to

support such an organisation (by one or more of these means). Manual workers and rural citizens are

somewhat less inclined towards such support (30%-32%). Manual workers are substantially less

willing than employees to pay an annual fee or to give an association a percentage of their taxes

instead of paying them to the Government. Rural citizens are less disposed than urban inhabitants to be

interested in this means of support.

People who had experienced problems with consumer products or services over the past two years (see

section 1.2.) are more likely to support an independent consumer organisation by any of the means

above, compared to those who did not have problems.

Respondents were also asked whether they would be interested in subscribing to a (non-profit)

consumer magazine that presents results of independent comparative tests on products and services

and informs people about their consumer rights. Almost a third of Lithuanians in the target group

(31%) would be interested in such a subscription.

Rural citizens are more interested in a subscription such as this than are people living in urban centres.

Those having experienced problems with products or services in the past two years are also more

interested than others in this.


page 19

LT

Interest for subscription to a (non-profit) consumer magazine, %

Q13. Would you be interested to subscribe to a (non-profit) consumer magazine that gives you results of independent comparative tests/quality and price of

products and services and information about your rights/advice? Base: those who know or heard of any organizations/associations

No; 62

Yes;

31

DK/

NA; 8

Total sample

No; 61

Yes;

30

DK/

NA; 8

No; 62

Yes;

31

DK/

NA; 7


Cím változtatvaAsking for information or help, %


page 20

9. Consumer protection in Lithuania, compared to the EU

Almost two thirds of Lithuanian consumers in the target group feel they have fewer consumer

rights than residents of other EU Member States.

Almost two-thirds of Lithuanians in the target group (62%) believe that they have fewer consumer

rights than residents of other Member States. On the other hand, a quarter of citizens (23%) believe

they have the same or more consumer rights and protection in comparison to citizens of other EU

Member States. About one out of 10 respondents could not provide an answer to this question (12%).

A somewhat greater number of people from the 21-35 year old age group than from the 36-45 year old

group feel that they have consumer rights and protections at a level equal to or higher than in other EU

countries (29% vs. 23%, respectively). Manual workers and those in rural areas are less confident than

others that the Lithuanian system is at least equivalent to its counterparts elsewhere in the EU in terms

of consumer rights and protection.

LT

Total sample

3

23

62

12


Consumer rights compared to other EU countries , %

Q14. Compared to other EU countries, do you think consumers in Lithuania have the same, less or more consumer rights and protection?


More Same Less DK/NA

4

26

61

103

2015

63

The opinion of Lithuanian consumers is not significantly different when we look at consumer rights in

practice, i.e. the behaviour of sellers in the marketplace. Two thirds of target consumers in Lithuania

(66%) believe that sellers in their country have less respect for consumer rights in comparison to those

in “other EU countries”. Those aged 21-35, those most educated, metropolitan consumers, employees

and non-working citizens are the most critical in this respect.

LT

3

1917

61

3

1711

69

3

1814

66

Total sample 21-35 years old 36-45 years old

Better Equally Worse DK/NA

Respecting consumer rights compared to other EU countries , %

Q15. Compared to other EU countries, do you think sellers and service providers in Lithuania respect consumer rights and protection rules equally, better or worse?



page 21

Only a quarter of consumers believe that the Lithuanian justice system offers appropriate protection

for consumers by punishing businesses that mislead or cheat them (25%). Men, those aged 21-35, the

most educated people and the self-employed were the most optimistic in this regard.

Two thirds of citizens (66%) think the Lithuanian justice system is not efficient in punishing

businesses that mislead or cheat consumers, and one out of 10 respondents (9%) was unable to form an

opinion about this matter.

LT

Total sample 21-35 years old 36-45 years old

Yes (efficient) No (not efficient) DK/NA

Legal reprisal for cheating or misleading consumers

Q16. In general, would you say that the Lithuanian justice system is efficient in punishing businesses that mislead or cheat consumers?


25

66

9

28

64

921

69

10


page 22

Flash EB Series #244

Consumer protection and consumer rights

in Lithuania

Annex Tables and

Survey Details

THE GALLUP ORGANIZATION


page 23

Annex tables

Table 1. Consumer purchases ............................................................................................................... 24

Table 2. Having problems with... ......................................................................................................... 25

Table 3. Consumer actions after experiencing problems ..................................................................... 26

Table 4. Awareness of and interest in consumers’ rights when an electronic or household device

just bought does not work properly ...................................................................................... 27

Table 5. Awareness of and interest in consumers’ rights regarding the payments on the credit

include unexpected additional fees and charges .................................................................. 28

Table 6. Awareness of and interest in consumers’ rights when package holiday is different from

what the brochure promised ................................................................................................. 29

Table 7. Awareness of and interest in consumers’ rights when flight is delayed or cancelled ............ 30

Table 8. Awareness of and interest in consumers’ rights when don't like what were ordered via

Internet/teleshopping ............................................................................................................ 31

Table 9. Awareness of and interest in consumers’ rights when have a problem with phone bill ......... 32

Table 10. Asking advice in case of problem with a product, a service or a seller ................................ 33

Table 11. Awareness of institutions and organizations/associations dealing with protection of

consumers’ rights - Unprompted .......................................................................................... 34

Table 12. Awareness of institutions and organizations/associations dealing with protection of

consumers’ rights - Prompted .............................................................................................. 35

Table 13. Asking for information or help ............................................................................................. 36

Table 14. Satisfaction with the outcome .............................................................................................. 37

Table 15. The most trusted establishments ........................................................................................... 38

Table 16. The second most trusted establishments ............................................................................... 39

Table 17. Support for an independent consumer organisation ............................................................. 40

Table 18. Interest in subscribe to a (non-profit) consumer magazine .................................................. 41

Table 19. Consumer rights compared to other EU countries................................................................ 42

Table 20. Respecting consumer rights compared to other EU countries .............................................. 43

Table 21. Legal reprisal for cheating or misleading consumers ........................................................... 44


page 24

Table 1. Consumer purchases

QUESTION: Q1_A-F. Have you over the past two years...

% of “Yes” shown

To

tal

N

bo

ug

ht

a c

om

pu

ter,

DV

D

pla

yer

or

oth

er e

lect

ron

ic o

r

ho

use

ho

ld a

pp

lia

nce

bo

ug

ht

a p

ack

ag

e h

oli

da

y

bo

ug

ht

a t

ick

et f

or

an

air

lin

e

or

cha

rter

fli

gh

t

bo

ug

ht

som

eth

ing

on

th

e

inte

rnet

or

via

te

lesh

op

pin

g

bo

ug

ht

a m

ob

ile

ph

on

e o

r

use

d t

he

serv

ices

of

a m

ob

ile

ph

on

e co

mp

an

y

tak

en o

ut

a c

on

sum

er c

red

it

TOTAL 1000 77,6 17,5 29,5 25,5 90,6 26,7

SEX

Male 499 77,9 15,5 29,6 28 90 27,7

Female 501 77,2 19,5 29,4 23 91,2 25,7

AGE (4 categories)

21 – 29 366 76 16,1 33,3 28,7 91,2 28,4

30 – 34 152 80,3 26,8 36,6 34,4 92,7 30,7

35 – 39 232 79,3 15,9 26,7 21,8 92,9 26,7

40 – 45 243 76 15,8 21,8 18,6 86,4 21,7

AGE (2 categories)

21 – 35 570 77,6 19,1 34,1 29,4 92,2 29,4

36 – 45 423 77,3 15,6 23,2 20,3 88,7 23

EDUCATION (end of)

Until 15 years of age 11 40,8 0 18,9 0 81,2 27

16 – 20 421 76,9 13,3 22,8 21,4 91,4 31,5

20 + 413 80,4 24,2 35,6 31,6 91,2 25,9

Still in education 106 75,9 13,8 31,5 24,3 90,8 20

URBANISATION

Metropolitan 455 77,9 21,4 36,2 32 91,2 27,7

Urban 402 78,6 16 25,7 20,9 90,6 25,9

Rural 143 73,6 9,5 18,6 17,9 88,7 25,5

OCCUPATION

Self-employed 86 82,6 22 39,1 29,6 92,1 17,9

Employee 549 80,1 21,3 32,8 28,9 92,7 30,7

Manual worker 152 76,9 7,1 16,7 17,1 84,7 32,5

Not working 196 70,2 13,9 27,4 22,8 88,6 14,6

EXPERIENCING

PROBLEMS

No problems 702 74 14,2 24,3 21,1 89,7 24,3

Some problems 298 86 25,4 41,7 35,8 92,8 32,3


page 25

Table 2. Having problems with...

QUESTION: Q2_A-F. Have you over the past two years had any problems with


To

tal

N

Tel

eph

on

e a

nd

/or

mo

bil

e

ph

on

e co

mp

an

ies

Sh

op

s se

llin

g h

ou

seh

old

or

elec

tro

nic

dev

ice

s

Ba

nk

s o

r o

ther

cre

dit

pro

vid

ers

To

ur

op

era

tors

/ T

rav

el

ag

enci

es

Air

lin

es o

r ch

art

er f

lig

ht

com

pa

nie

s

Bu

yin

g o

n t

he

inte

rnet

or

via

tel

esh

op

pin

g

TOTAL 1000 20,3 10,4 4 1,9 3,6 2,2

SEX

Male 499 23,2 11,1 5 1,8 4,9 2,3

Female 501 17,4 9,8 3 2 2,2 2,1

AGE (4

categories)

21 – 29 366 23,6 11 4,1 1,2 4,4 2,5

30 – 34 152 21,9 11,9 5 2,5 3,6 5,1

35 – 39 232 20,1 9,8 4,5 2,6 2,4 1,2

40 – 45 243 13,9 9,6 2,8 1,9 3,5 0,9

AGE (2

categories)

21 – 35 570 23,2 11,2 4,2 2 4,1 3

36 – 45 423 16,1 9,6 3,8 1,7 2,9 1,2

EDUCATION

(end of)

Until 15 years of

age 11 0 0 0 0 0 0

16 – 20 421 19,4 10,3 2,3 1,2 2,6 2

20 + 413 21 9,4 5,1 2,7 4,7 2

Still in education 106 27,7 11,9 7,1 2,4 2,4 2,9

URBANISATION

Metropolitan 455 20,7 11,1 3,7 3,4 4,8 2,8

Urban 402 20,8 10,9 3,7 0,9 3,1 1

Rural 143 17,5 7,3 5,7 0,4 1,1 3,5

OCCUPATION

Self-employed 86 24,8 12,4 6,8 7 8,5 1,9

Employee 549 22,6 9,9 5,5 1,6 4,4 2,5

Manual worker 152 12,5 7,3 0,4 0 0 1

Not working 196 18,2 13,3 1,6 2,3 2,1 2,8

EXPERIENCING

PROBLEMS

No problems 702 0 0 0 0 0 0

Some problems 298 68 35 13,4 6,5 11,9 7,4


page 26

Table 3. Consumer actions after experiencing problems

QUESTION: Q3_01-99. What did you do when this happened to you?

% of “Mentioned” shown

Base: who had any problem over the past two years

To

tal

N

I co

mp

lain

to

th

e se

ller

or

serv

ice

pro

vid

er

I se

ek i

nfo

rma

tio

n a

bo

ut

my

rig

hts

I a

sk h

elp

fro

m a

no

n-

go

ver

nm

enta

l co

nsu

mer

ass

oci

ati

on

I a

sk h

elp

fro

m a

go

ver

nm

en

t

con

sum

er a

uth

ori

ty

I a

sk a

dv

ice

fro

m f

rie

nd

s a

nd

/

or

fam

ily

I co

nsu

lt a

la

wy

er

I fi

le a

n o

ffic

ial

com

pla

int

(co

urt

, a

uth

ori

ties

)

Oth

er

No

thin

g

DK

/NA

TOTAL 298 55,2 2,8 3 2 1,7 1,3 1,7 20 14,7 2,6

SEX

Male 162 52,5 3,1 3 1,8 0,8 1 2 17,5 19,4 2,8

Female 136 58,4 2,5 2,9 2,3 2,7 1,7 1,4 22,9 9,1 2,3

AGE (4

categories)

21 – 29 121 50,4 2,2 4,5 2,3 1,6 2,1 1,3 21,1 12,6 2,6

30 – 34 52 59,4 5,7 4,4 1,4 0 1,5 4,4 11,6 26,5 0

35 – 39 65 67,3 2,6 0 1,1 1,1 0 0 16,8 9,2 5,2

40 – 45 58 48,9 1,9 2 3 4 1,1 2 26,5 15,3 2

AGE (2

categories)

21 – 35 189 54,7 3,9 4,1 1,9 1 1,8 2,1 17,8 15,3 2,5

36 – 45 106 56,6 1 1,1 2,3 2,9 0,6 1,1 22,7 14 2,8

EDUCATION

(end of)

Until 15 years of

age 0 0 0 0 0 0 0 0 0 0 0

16 – 20 117 54,6 1,4 2,3 3,6 2,1 1,4 0 20 16 2,3

20 + 125 58,4 5,4 3,6 1,4 1,2 1,9 2,7 16,6 15,7 1,4

Still in education 39 57,6 0 4,4 0 0 0 4,2 19,9 13,8 0

URBANISATION

Metropolitan 144 53,1 5,1 4,6 1,7 2,7 2,2 1,5 20,1 14,9 0,7

Urban 118 56,9 0,9 1,5 2,5 0,9 0,7 2 20,1 15,7 2,8

Rural 37 57,8 0 1,6 1,6 0 0 1,5 19 10,9 9,2

OCCUPATION

Self-employed 28 39,4 11,5 5,6 0 3,2 9 5,6 25,4 13,9 6,3

Employee 184 57,4 2,4 1,2 1,4 1,5 0,8 0,6 18,5 17,5 2

Manual worker 25 71,3 0 0 4,8 0 0 2,7 19,9 7,3 0

Not working 57 49 1,2 8,9 4,1 2,2 0 2,9 20 10,2 3,8

EXPERIENCING

PROBLEMS

No problems 0 0 0 0 0 0 0 0 0 0 0

Some problems 298 55,2 2,8 3 2 1,7 1,3 1,7 20 14,7 2,6


page 27

Table 4. Awareness of and interest in consumers’ rights when an electronic or household device just bought does not work properly

QUESTION: Q5_A. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights - when an electronic or household device you just bought does not

work properly

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 39,2 47,1 11,3 1,4 1

SEX

Male 499 40,9 45,2 10,5 1,8 1,6

Female 501 37,6 48,9 12 1 0,5

AGE (4 categories)

21 – 29 366 36,6 48,2 12,4 1,4 1,3

30 – 34 152 41,8 49,3 6,4 2,5 0

35 – 39 232 43,1 44,4 11,2 0,3 1

40 – 45 243 38,2 46,3 12,5 1,7 1,2

AGE (2 categories)

21 – 35 570 38,1 48,3 11,1 1,7 0,9

36 – 45 423 41 45,3 11,5 1 1,2

EDUCATION (end of)

Until 15 years of age 11 29 65,9 5,1 0 0

16 – 20 421 39,2 44,7 13,2 1,5 1,3

20 + 413 41,4 48,4 9,8 0,2 0,3

Still in education 106 33 55,2 10,3 1,5 0

URBANISATION

Metropolitan 455 41,6 45,8 10,7 1 0,9

Urban 402 38 47,1 11,8 2,2 0,9

Rural 143 35,1 51,1 11,7 0,5 1,6

OCCUPATION

Self-employed 86 43,9 40,5 13,7 0 1,8

Employee 549 42,6 47,1 8,7 1,1 0,5

Manual worker 152 35,8 44,7 15,1 2,2 2,2

Not working 196 28,3 53,4 14,7 2,2 1,3

EXPERIENCING

PROBLEMS

No problems 702 41 44,9 11,9 1,3 1

Some problems 298 35,2 52,1 9,9 1,6 1,1


page 28

Table 5. Awareness of and interest in consumers’ rights regarding the payments on the credit include unexpected additional fees and charges

QUESTION: Q5_B. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights – the payments on the credit you took include unexpected

additional fees and charges

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 19,3 39,1 32,8 4 4,8

SEX

Male 499 22,2 35,2 32,7 3,8 6

Female 501 16,3 43 33 4,1 3,7

AGE (4 categories)

21 – 29 366 22,9 42,1 27,8 2,8 4,4

30 – 34 152 19,5 36,6 35 4,6 4,3

35 – 39 232 17,5 39,5 35,7 2,8 4,4

40 – 45 243 15,2 35,8 36,1 6,5 6,4

AGE (2 categories)

21 – 35 570 21,2 40,5 30,9 3 4,3

36 – 45 423 16,6 37,2 35,3 5,3 5,7

EDUCATION (end of)

Until 15 years of age 11 12,6 62,6 24,8 0 0

16 – 20 421 19,6 34,6 37,6 3,9 4,3

20 + 413 20,9 40,7 29,8 3,7 5

Still in education 106 12,5 47,3 31,9 1 7,3

URBANISATION

Metropolitan 455 20,7 41,6 29,9 3,5 4,3

Urban 402 18,4 36,5 35 5,1 5,1

Rural 143 17 38,5 36,1 2,4 6

OCCUPATION

Self-employed 86 36,8 22,7 32,8 2,5 5,2

Employee 549 20 40,1 33 3,2 3,7

Manual worker 152 16 36,6 32 7 8,4

Not working 196 10,5 44,8 34,3 4,9 5,6

EXPERIENCING

PROBLEMS

No problems 702 20,1 36,7 33,8 4 5,4

Some problems 298 17,3 44,6 30,6 3,8 3,6


page 29

Table 6. Awareness of and interest in consumers’ rights when package holiday is different from what the brochure promised

QUESTION: Q5_C. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights - when your package holiday is different from what the brochure

promised

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 17 37,7 36,2 4,4 4,7

SEX

Male 499 15,9 35,4 37,9 5,1 5,8

Female 501 18,1 39,9 34,5 3,8 3,6

AGE (4 categories)

21 – 29 366 18,7 40,6 32,8 3,5 4,4

30 – 34 152 21,7 35,3 32,9 4,8 5,3

35 – 39 232 14,2 40 38,6 3,9 3,3

40 – 45 243 13,8 33,6 40,3 6,2 6,1

AGE (2 categories)

21 – 35 570 19,1 39,3 33,5 3,7 4,4

36 – 45 423 14 36 39,2 5,6 5,1

EDUCATION (end of)

Until 15 years of age 11 12,6 32,3 41,5 0 13,6

16 – 20 421 15,3 33,3 40,6 4,8 6

20 + 413 19,6 41,8 32,6 2,7 3,3

Still in education 106 11,4 45,8 36,9 3,6 2,3

URBANISATION

Metropolitan 455 19,3 39,8 34,2 3,6 3

Urban 402 15,2 37,9 36,9 5,5 4,5

Rural 143 14,9 30 40,9 3,9 10,3

OCCUPATION

Self-employed 86 18,7 33,3 40,9 4,7 2,5

Employee 549 20,2 39,8 33,8 2,6 3,6

Manual worker 152 9,4 25,8 44,3 9,5 11

Not working 196 13,8 43,6 35,1 4,3 3,3

EXPERIENCING

PROBLEMS

No problems 702 17,8 36,8 35,5 4,9 5

Some problems 298 15,1 39,7 37,9 3,4 3,9


page 30

Table 7. Awareness of and interest in consumers’ rights when flight is delayed or cancelled

QUESTION: Q5_D. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights - when your flight is delayed or cancelled

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 17,8 37,7 35,7 3,6 5,2

SEX

Male 499 18,6 36,9 34,5 3,7 6,3

Female 501 16,9 38,6 37 3,4 4,1

AGE (4 categories)

21 – 29 366 19,9 42,6 31,6 2 4

30 – 34 152 21,7 33,3 32,8 3,8 8,4

35 – 39 232 15 37,5 41,4 2,9 3,3

40 – 45 243 14,4 33,6 38,4 6,6 6,9

AGE (2 categories)

21 – 35 570 20,1 39,9 32,2 2,4 5,4

36 – 45 423 14,4 34,9 40,5 5,2 5

EDUCATION (end of)


16 – 20 421 16,2 33,8 39,1 4 7

20 + 413 18,7 42,6 33,6 2,3 2,9


URBANISATION

Metropolitan 455 20,6 41 32,1 2,8 3,6

Urban 402 16,6 36,8 37,3 4,6 4,6

Rural 143 12,2 30 42,9 3,2 11,7

OCCUPATION

Self-employed 86 23,3 26,6 40,4 1,8 7,9

Employee 549 18,2 41,8 34,9 2,3 2,8

Manual worker 152 15,2 28,7 34,9 7,6 13,5

Not working 196 16,4 38 36,9 5 3,7

EXPERIENCING

PROBLEMS

No problems 702 18,3 35,7 36,1 4,3 5,7

Some problems 298 16,6 42,6 34,9 1,9 4


page 31

Table 8. Awareness of and interest in consumers’ rights when don't like what were ordered via Internet/teleshopping

QUESTION: Q5_E. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights - when you don't like what you ordered via the Internet or via

teleshopping

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 17,6 35,2 36,7 4,5 6

SEX

Male 499 17,5 30,9 39,1 4,6 7,9

Female 501 17,6 39,4 34,3 4,5 4,1

AGE (4 categories)

21 – 29 366 20,6 39,7 31,2 4,4 4,1

30 – 34 152 21,3 31,1 37,6 4 6,1

35 – 39 232 14,5 36,3 38,1 3,5 7,6

40 – 45 243 13,5 30,4 42,5 6,2 7,5

AGE (2 categories)

21 – 35 570 19,9 37,1 33,4 4,1 5,5

36 – 45 423 14,3 32,9 40,8 5,2 6,8

EDUCATION (end of)


16 – 20 421 18,2 29,7 38,6 5,8 7,7

20 + 413 18,9 39,4 35,4 2,6 3,7


URBANISATION

Metropolitan 455 19,7 36,4 35,9 4,5 3,5

Urban 402 17,6 34,4 36,1 5,1 6,7

Rural 143 10,6 33,3 41,1 3 11,9

OCCUPATION

Self-employed 86 27,5 21,6 36,4 2,6 12

Employee 549 17 37,9 36,6 3,7 4,8

Manual worker 152 18,4 28,2 35,6 7,8 10,1

Not working 196 15 39,3 36,8 4,8 4,1

EXPERIENCING

PROBLEMS

No problems 702 17,8 34,5 36 5,1 6,7

Some problems 298 17,1 36,8 38,5 3,2 4,4


page 32

Table 9. Awareness of and interest in consumers’ rights when have a problem with phone bill

QUESTION: Q5_F. For the following situations, please tell me if you know your rights as a consumer and/if you

would be interested to learn more about your rights - when you have a problem with your phone bill

To

tal

N

% y

ou

kn

ow

yo

ur

rig

hts

we

ll

eno

ug

h a

nd

wo

uld

no

t li

ke

to

kn

ow

mo

re

% y

ou

kn

ow

so

me

of

yo

ur

rig

hts

, b

ut

wo

uld

lik

e to

kn

ow

mo

re

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

an

d w

ou

ld l

ike

to k

no

w m

ore

% y

ou

do

n't

kn

ow

yo

ur

rig

hts

,

bu

t d

on

't' w

an

t to

kn

ow

mo

re

% D

K/N

A

TOTAL 1000 33,9 46,1 16,2 1,5 2,3

SEX

Male 499 34,1 45,3 15,6 2 3

Female 501 33,7 47 16,8 1 1,5

AGE (4 categories)

21 – 29 366 37,6 43,4 15,5 1,7 1,9

30 – 34 152 34,4 46 15 1,5 3,1

35 – 39 232 30,7 51,4 16,3 0 1,6

40 – 45 243 31,7 45,7 17,1 2,6 2,8

AGE (2 categories)

21 – 35 570 36,5 44,3 15,4 1,5 2,3

36 – 45 423 30,8 48,8 16,8 1,5 2,1

EDUCATION (end of)


16 – 20 421 35,7 42,9 16,7 1,8 3

20 + 413 32,5 50,7 15,2 0,5 1,2

Still in education 106 34,6 46,1 17,4 1 1

URBANISATION

Metropolitan 455 36,9 43,6 17 1 1,5

Urban 402 32,6 48,6 15,1 2 1,7

Rural 143 28 47,3 16,8 1,5 6,4

OCCUPATION

Self-employed 86 34,6 41,8 20,3 0 3,4

Employee 549 33,6 49,7 14,5 0,9 1,2

Manual worker 152 35,9 40,5 14,9 2,2 6,6

Not working 196 31,3 43,4 20,7 3,1 1,4

EXPERIENCING

PROBLEMS

No problems 702 36,9 43,3 15,5 1,9 2,4

Some problems 298 26,8 52,8 17,9 0,6 1,9


page 33

Table 10. Asking advice in case of problem with a product, a service or a seller

QUESTION: Q6. Where would you go for information or advice about consumer rights if you have a problem with a

product, a service or a seller?

To

tal

N

% G

ov

ern

men

t, M

inis

try

,

Pu

bli

c A

uth

ori

ty

% d

ial

ph

on

e n

um

ber

8 8

00

00

00

8

% a

no

n-g

ov

ern

men

tal

con

sum

er a

sso

cia

tio

n

% s

ho

pk

eep

ers,

sel

lers

or

serv

ice

pro

vid

ers

% f

rien

ds

an

d r

ela

tiv

es

% l

aw

yer

s

% t

he

EU

co

nta

ct p

oin

t

% t

he

Eu

rop

ean

Co

nsu

mer

Cen

tre

% s

earc

h t

he

Inte

rnet

% O

ther

% D

K/N

A

TOTAL 1000 5,4 7,9 9,5 23,8 2,7 1,3 0 0,2 23,1 12,1 14,1

SEX

Male 499 5,9 5,6 9,4 22,6 2,8 2,1 0 0,3 22,7 12 16,6

Female 501 4,8 10,2 9,6 25 2,6 0,6 0 0 23,4 12,1 11,6

AGE (4

categories)

21 – 29 366 4,8 7,8 6,2 22,6 2 1,4 0 0 24,2 14,2 16,9

30 – 34 152 8,9 9,5 10 18,5 2,5 1,1 0 0 30,5 6,3 12,7

35 – 39 232 5,5 6,6 10,1 28,7 3,4 0,6 0 0 23,9 10,7 10,4

40 – 45 243 4,1 8,5 13,8 24,8 2,7 2,2 0 0,6 15,8 13,3 14,1

AGE (2

categories)

21 – 35 570 6 7,8 7,9 21,6 2,6 1,2 0 0 25,9 11,8 15,2

36 – 45 423 4,7 8,2 11,8 27,1 2,5 1,6 0 0,4 19,2 12,1 12,4

EDUCATION

(end of)

Until 15 years of

age 11 0 12,5 18,7 45,9 6,2 0 0 0 0 6,3 10,5

16 – 20 421 4,5 7,7 8,9 28,3 2,3 1,5 0 0,4 15,8 15,1 15,5

20 + 413 7,1 7 11,6 18,8 3,3 1,2 0 0 32,2 9,4 9,5

Still in education 106 4,4 9,8 6 23,3 1,6 1,5 0 0 18,8 11,5 23,1

URBANISATION

Metropolitan 455 6,4 8 10,4 22 2,9 1,6 0 0 25,1 13,1 10,5

Urban 402 4,5 7,7 8,7 24,1 2,6 1,1 0 0,4 24,1 10,5 16,5

Rural 143 4,8 8,1 8,7 28,7 2,3 1,4 0 0 13,6 13,3 19,1

OCCUPATION

Self-employed 86 5,9 5,1 12,4 24,7 3,3 0 0 0 17,6 15 15,9

Employee 549 6,8 5,8 10,7 23 2,6 1,4 0 0,3 28,7 9,4 11,2

Manual worker 152 3,6 14 8,6 26,5 3,9 1 0 0 6,9 18,5 16,9

Not working 196 2,2 10,7 6,3 24,1 2 2,2 0 0 23,1 11,1 18,3

EXPERIENCING

PROBLEMS

No problems 702 4,7 8,9 9,7 24,9 2,7 1,6 0 0,2 22,1 10,9 14,4

Some problems 298 7 5,6 8,9 21,4 2,7 0,7 0 0 25,4 14,9 13,4


page 34

Table 11. Awareness of institutions and organizations/associations dealing with protection of consumers’ rights - Unprompted

QUESTION: Q7_1-6. What institutions and organizations/associations dealing with protection of consumers' rights

do you know?

% of “Mentioned” shown

To

tal

N

Sta

te C

on

sum

er R

igh

ts

Pro

tect

ion

Au

tho

rity

Lit

hu

an

ian

Na

tio

na

l

Co

nsu

mer

Co

nfe

der

ati

on

Lit

hu

an

ian

Co

nsu

mer

Ass

oci

ati

on

Lit

hu

an

ian

Co

nsu

mer

Inst

itu

te

Th

e E

uro

pea

n C

on

sum

er

Cen

tre

in L

ith

ua

nia

Wes

tern

Lit

hu

an

ian

Fed

era

tio

n

TOTAL 1000 38,2 5,5 9,6 3,6 2 1,2

SEX

Male 499 39,8 4,7 9 3,8 1,3 1,3

Female 501 36,6 6,3 10,3 3,4 2,8 1,2

AGE (4 categories)

21 – 29 366 38,5 5,3 8 3,5 3 2,2

30 – 34 152 36,6 5,4 11,8 2,9 1,4 1,4

35 – 39 232 40,4 4 10,9 3,9 1,4 0,7

40 – 45 243 36,1 7,4 9,6 3,7 1,8 0,2

AGE (2 categories)

21 – 35 570 38 5,2 9,3 3,6 2,3 1,8

36 – 45 423 38,1 5,9 10,2 3,5 1,8 0,5

EDUCATION (end of)

Until 15 years of age 11 36,3 0 0 0 5,1 0

16 – 20 421 33,1 5,4 9,3 5 2,7 1,3

20 + 413 43 5,8 10 2,5 1,4 0,9

Still in education 106 30,2 3,7 9,8 1,4 1,9 3

URBANISATION

Metropolitan 455 42,1 6,1 12,6 3,7 2,6 1,6

Urban 402 37,8 5,6 6,6 2,9 1,6 1

Rural 143 27,2 3,3 8,8 5 1,5 0,8

OCCUPATION

Self-employed 86 45,1 6,3 11,5 6,4 0,6 0

Employee 549 43,1 5,5 11,2 3,5 2,5 1,4

Manual worker 152 26,5 3,5 3,1 3,4 0 0

Not working 196 27,8 5,7 10,2 3 3,1 2,3

EXPERIENCING

PROBLEMS

No problems 702 35,6 4,9 8 3 1,8 1,2

Some problems 298 44,4 6,9 13,6 4,9 2,7 1,3


page 35

Table 12. Awareness of institutions and organizations/associations dealing with protection of consumers’ rights - Prompted

QUESTION: Q8_A-F. Have you ever heard of:


Base: who did not mention unprompted each organizations/associations

To

tal

N

Sta

te C

on

sum

er R

igh

ts

Pro

tect

ion

Au

tho

rity

Lit

hu

an

ian

Na

tio

na

l

Co

nsu

mer

Co

nfe

der

ati

on

Lit

hu

an

ian

Co

nsu

mer

Ass

oci

ati

on

Lit

hu

an

ian

Co

nsu

mer

Inst

itu

te

Th

e E

uro

pea

n C

on

sum

er

Cen

tre

in L

ith

ua

nia

Co

nsu

mer

ma

ga

zin

e K

uri

s

TOTAL 618 74,5 36,1 53 19 13,7 5,1

SEX

Male 300 73,4 36,8 52,4 14,7 13,2 3,6

Female 318 75,6 35,4 53,6 23,2 14,3 6,5

AGE (4 categories)

21 – 29 225 69 28,5 49,1 16,3 16,1 4,3

30 – 34 96 73,6 33,8 46 15 7,7 3,3

35 – 39 138 75,3 42,2 56,8 22,6 11,9 4,3

40 – 45 155 81,9 43,5 59,6 22,3 16,1 8,2

AGE (2 categories)

21 – 35 353 70,4 31,3 49,3 16,1 14,1 4,1

36 – 45 262 79,7 42,7 58 23 13,4 6,4

EDUCATION (end of)

Until 15 years of age 7 26,4 36,6 73,2 18,8 13,3 12,6

16 – 20 281 75,8 37,6 49,2 18,3 15,3 6,3

20 + 235 77,2 35,5 60,4 20,9 12 4,7

Still in education 74 70,3 30,1 45,7 13,9 14,3 1,6

URBANISATION

Metropolitan 264 73,6 32 49,8 17,2 12,8 4,8

Urban 250 76,6 41,2 54,6 18,6 14,2 6

Rural 104 71,9 35,1 58,4 25,8 15 3,4

OCCUPATION

Self-employed 47 74,6 38 52,4 19,5 13,6 6,3

Employee 312 79,5 40 58,5 19,7 11,9 4,7

Manual worker 112 65 26,7 49,6 20,5 13,8 7,6

Not working 142 71,3 31,1 45,2 16,2 19,3 3,6

EXPERIENCING

PROBLEMS

No problems 452 75,7 36,1 53 20,6 13,9 5,1

Some problems 166 71,4 36,1 53,1 15,1 13,2 4,9


page 36

Table 13. Asking for information or help

QUESTION: Q9. Did you ever ask this or any of these organization/magazine for information or help ?

Base: those who know or heard of any organization/magazine

Total N % Yes % No

TOTAL 910 6,8 93,2

SEX

Male 452 5,8 94,2

Female 458 7,7 92,3

AGE (4 categories)

21 – 29 321 6,4 93,6

30 – 34 136 5,6 94,4

35 – 39 219 8,4 91,6

40 – 45 225 5,2 94,8

AGE (2 categories)

21 – 35 507 6,9 93,1

36 – 45 395 5,8 94,2

EDUCATION (end of)

Until 15 years of age 9 0 100

16 – 20 381 6,1 93,9

20 + 383 6,2 93,8

Still in education 94 7,7 92,3

URBANISATION

Metropolitan 416 7,9 92,1

Urban 364 5,3 94,7

Rural 130 7 93

OCCUPATION

Self-employed 80 10,9 89,1

Employee 513 6,8 93,2

Manual worker 130 4,1 95,9

Not working 173 5,2 94,8

EXPERIENCING PROBLEMS

No problems 639 5 95

Some problems 271 10,9 89,1


page 37

Table 14. Satisfaction with the outcome

QUESTION: Q9A. If yes, how satisfied were you with the outcome?

Base: those who asked any organization/magazine for information or help

Total N % Very

satisfied

% Rather

satisfied

% Rather

dissatisfied

%

Dissatisfied

%

DK/NA

TOTAL 61 50,7 20 5 21,2 3,1

SEX

Male 26 40 19,2 7 33,8 0

Female 35 58,7 20,6 3,5 11,7 5,5

AGE (4 categories)

21 – 29 21 60 34,8 0 5,2 0

30 – 34 8 36,6 8,9 23,9 21,7 8,9

35 – 39 18 47,8 15 3,7 29,7 3,7

40 – 45 12 45,9 14,4 4,6 30,4 4,7

AGE (2 categories)

21 – 35 35 52 22,2 5,2 16,6 3,9

36 – 45 23 47,5 19,3 5,3 25,6 2,4

EDUCATION (end of)

Until 15 years of age 0 0 0 0 0 0

16 – 20 23 68,7 4,6 2,9 23,8 0

20 + 24 39,9 21,8 10,1 20,1 8,1

Still in education 7 39 61 0 0 0

URBANISATION

Metropolitan 33 49,4 20 5,6 22,9 2,1

Urban 19 52,3 23,7 3,5 16,9 3,5

Rural 9 51,9 11,7 6 24,4 6

OCCUPATION

Self-employed 9 32,7 7,8 0 59,5 0

Employee 35 50,6 21,6 5,3 18,9 3,6

Manual worker 5 77,2 0 22,8 0 0

Not working 9 67,2 25,1 0 0 7,7

EXPERIENCING

PROBLEMS

No problems 32 56,5 27,2 1,7 10,8 3,9

Some problems 29 44,3 12,2 8,6 32,5 2,3


page 38

Table 15. The most trusted establishments

QUESTION: Q10A. Who would you trust most to give you correct information and advice on your consumer rights

firstly?

To

tal

N

% T

he

Go

ver

nm

ent

% A

no

n-g

ov

ern

me

nta

l

con

sum

er a

sso

cia

tio

n

% p

ho

ne

nu

mb

er 8

80

0

00

00

8

% S

ho

pk

eep

ers,

se

ller

s o

r

serv

ice

pro

vid

ers

% F

rien

ds

an

d r

ela

tiv

es

% L

aw

yer

s

% T

he

EU

co

nta

ct p

oin

ts

% O

ther

% D

K/N

A

TOTAL 1000 2,9 17,3 12,8 12,9 17,6 13,7 5,9 5,2 11,6

SEX

Male 499 2,8 16,1 10,1 10,1 21,6 14,4 6 7 11,9

Female 501 3,1 18,5 15,4 15,7 13,7 13 5,8 3,5 11,3

AGE (4 categories)

21 – 29 366 2,5 14,7 13,5 11,6 21,5 12,9 10 6,1 7,2

30 – 34 152 3,5 21,8 11,5 10,5 17,9 13,7 2,4 7,7 10,9

35 – 39 232 3,1 17,1 12,2 14,2 15,8 15,9 2,9 3,6 15,1

40 – 45 243 3,2 17,9 13,1 15,4 13,2 13,2 4,9 3,9 15,1

AGE (2 categories)

21 – 35 570 2,5 16,6 13,2 11,8 19,8 12,9 7,6 6,7 8,7

36 – 45 423 3,6 17,8 12,3 14,5 14,6 15 3,7 3,2 15,4

EDUCATION (end

of)

Until 15 years of age 11 0 0 11,4 29,4 35,4 23,8 0 0 0

16 – 20 421 2,5 16,3 12,2 11,9 15,3 17,9 5,7 5,9 12,3

20 + 413 3,5 20 12,3 14,6 16,8 10,5 5,1 5,4 11,8

Still in education 106 1,1 17,4 18,9 7,5 23,5 13,2 10 1,6 6,8

URBANISATION

Metropolitan 455 3,8 19 12,5 12,4 18,2 12,6 7,6 4,5 9,3

Urban 402 2 17,5 13 12,4 16,6 15,1 4,5 5,5 13,3

Rural 143 2,9 11,1 12,9 16 18,9 13,1 4,4 6,8 13,9

OCCUPATION

Self-employed 86 4,8 17,1 8,1 6,5 17,9 14,7 2,7 4,8 23,4

Employee 549 3,2 20,9 11,8 14,5 15,9 11,8 4,6 5,9 11,4

Manual worker 152 2,5 13,4 10,7 13,8 20,8 16,5 8 3,8 10,5

Not working 196 1,1 11,6 20,2 11,3 18,1 17,6 9,7 2,3 8

EXPERIENCING

PROBLEMS

No problems 702 2,8 16,6 12,9 14,4 19 13,7 5,3 3,5 11,8

Some problems 298 3,4 18,9 12,4 9,4 14,4 13,7 7,4 9,4 11


page 39

Table 16. The second most trusted establishments

QUESTION: Q10B. And than secondly?

Base: who mentioned any establishment firstly

To

tal

N

% T

he

Go

ver

nm

ent

% A

no

n-g

ov

ern

me

nta

l

con

sum

er a

sso

cia

tio

n

% p

ho

ne

nu

mb

er 8

80

0

00

00

8

% S

ho

pk

eep

ers,

se

ller

s

or

serv

ice

pro

vid

ers

% F

rien

ds

an

d r

ela

tiv

es

% L

aw

yer

s

% T

he

EU

co

nta

ct

po

ints

% O

ther

% D

K/N

A

TOTAL 884 5,1 19 9,3 6 14,3 20 5,7 5,9 14,7

SEX

Male 440 4,9 18,1 7,6 5 13,4 24,1 5,2 7 14,7

Female 444 5,3 19,8 11 7 15,2 15,9 6,1 4,9 14,8

AGE (4 categories)

21 – 29 340 7,9 19 8,4 6,3 13,2 21,2 5,4 4,7 13,9

30 – 34 135 1,1 27,2 6 4,2 12,2 19,5 5,4 7,7 16,6

35 – 39 197 3,8 16,3 11,6 7,9 14,4 21,2 5,6 7,4 11,7

40 – 45 206 4,6 15,9 10,9 5,1 16,9 16,8 6,5 5,3 17,9

AGE (2 categories)

21 – 35 520 5,7 21 7,7 5,6 13,3 21,6 5,2 5,7 14,2

36 – 45 358 4,3 16 11,8 6,7 15,4 17,5 6,5 6,2 15,6

EDUCATION (end

of)

Until 15 years of age 11 0 11,5 24 0 0 30,1 5,1 0 29,4

16 – 20 369 5,3 17,4 8,9 5,8 10,1 17,8 6,2 6,8 21,7

20 + 364 4,3 23,2 9,9 6,2 17,6 20,1 5,3 5,9 7,5

Still in education 99 6,4 12,3 6,2 4,5 19,6 24,5 6,5 4,3 15,7

URBANISATION

Metropolitan 413 4,7 20,6 7,9 4,3 13,8 21,6 7,8 5,3 14,1

Urban 348 6,7 14,9 9,8 6,4 16,9 18,3 4,1 7 15,9

Rural 123 2,3 24,9 12,4 10,7 8,5 19,4 3 5,1 13,7

OCCUPATION

Self-employed 66 4,1 20,7 8,6 4,5 13 19,3 12,6 3,8 13,5

Employee 487 4,4 20,1 9,1 5,7 14,6 20,9 5,8 5,7 13,7

Manual worker 136 7 17,5 11,8 3,8 12,7 18,1 3,1 10,1 15,9

Not working 181 6,5 17,9 9 9,5 15,6 17,1 5,1 4,5 14,8

EXPERIENCING

PROBLEMS

No problems 619 5 19,3 10,8 6,8 13,1 19,9 6,4 4,6 14

Some problems 266 5,4 18,1 5,8 4,2 17,1 20,2 3,9 9 16,4


page 40

Table 17. Support for an independent consumer organisation

QUESTION: Q11_A-C. Would you be willing to support an independent consumer organisation by...?


To

tal

N

Pa

yin

g a

n a

nn

ua

l

mem

ber

ship

fee

of

50

Lit

as

Giv

ing

a d

on

ati

on

wh

ich

yo

u

can

ded

uct

fro

m y

ou

r

inco

me

tax

es

Giv

ing

a p

erce

nta

ge

of

yo

ur

tax

es i

nst

ead

of

pa

yin

g t

hem

to t

he

Go

ver

nm

ent

TOTAL 1000 12,6 18,2 32,1

SEX

Male 499 14 17,7 33

Female 501 11,3 18,7 31,1

AGE (4 categories)

21 – 29 366 12 18,2 32,4

30 – 34 152 14,1 16,1 32,5

35 – 39 232 13,1 19,9 35,8

40 – 45 243 12,5 18,3 28,6

AGE (2 categories)

21 – 35 570 12,9 18,6 33,5

36 – 45 423 12,4 17,9 30,6

EDUCATION (end of)

Until 15 years of age 11 21,9 34,5 27,3

16 – 20 421 13,8 16,3 30,7

20 + 413 11,6 19 31,8

Still in education 106 11 21,3 40,4

URBANISATION

Metropolitan 455 13,5 19,3 33,1

Urban 402 11,9 18,3 33,4

Rural 143 11,9 14,2 25,3

OCCUPATION

Self-employed 86 8,4 17,1 26,1

Employee 549 14,9 21,2 35,5

Manual worker 152 7,9 16,3 26,1

Not working 196 12,2 13,3 32,5


No problems 702 10,5 16,3 29,8

Some problems 298 17,5 22,6 37,5


page 41

Table 18. Interest in subscribe to a (non-profit) consumer magazine

QUESTION: Q13. Would you be interested to subscribe to a (non-profit) consumer magazine that gives you results of

independent comparative tests/quality and price of products and services and information about your rights/advice?

Total N % Yes % No % DK/NA

TOTAL 1000 30,6 61,5 7,9

SEX

Male 499 30,9 61,3 7,9

Female 501 30,3 61,7 8

AGE (4 categories)

21 – 29 366 30,4 62,2 7,4

30 – 34 152 30,5 58,6 10,9

35 – 39 232 30,8 62,3 7

40 – 45 243 31,1 61 7,9

AGE (2 categories)

21 – 35 570 30,4 61,1 8,4

36 – 45 423 31 61,7 7,3

EDUCATION (end of)

Until 15 years of age 11 32,4 67,6 0

16 – 20 421 32,7 58,2 9,1

20 + 413 29,8 63 7,2

Still in education 106 25,2 66,7 8,1

URBANISATION

Metropolitan 455 30 62,8 7,2

Urban 402 28,8 62,2 9,1

Rural 143 37,3 55,5 7,2

OCCUPATION

Self-employed 86 24,8 65,6 9,6

Employee 549 30,7 61 8,3

Manual worker 152 31 62,4 6,6

Not working 196 32,8 60 7,2


No problems 702 28,3 63,3 8,3

Some problems 298 35,9 57,2 7


page 42

Table 19. Consumer rights compared to other EU countries

QUESTION: Q14. Compared to other EU countries, do you think consumers in Lithuania have the same, less or more

consumer rights and protection?

Total N % Same % Less % More % DK/NA

TOTAL 1000 23 61,9 3,2 11,8

SEX

Male 499 22,8 60,6 3,6 13

Female 501 23,2 63,3 2,9 10,6

AGE (4 categories)

21 – 29 366 27,7 58,4 4,1 9,9

30 – 34 152 18,3 67,6 3,1 11

35 – 39 232 24,2 64,5 1,3 9,9

40 – 45 243 18,6 60,9 3,8 16,7

AGE (2 categories)

21 – 35 570 25,7 61,2 3,6 9,5

36 – 45 423 19,9 62,6 2,7 14,7

EDUCATION (end of)

Until 15 years of age 11 10,4 72 0 17,7

16 – 20 421 21 60,5 3,9 14,7

20 + 413 25,8 62 2,8 9,4

Still in education 106 28,8 63,8 3 4,4

URBANISATION

Metropolitan 455 24,9 60,7 2,7 11,7

Urban 402 22,7 61 4,1 12,3

Rural 143 18,1 68,7 2,6 10,6

OCCUPATION

Self-employed 86 32,4 50,9 4,8 12

Employee 549 23,5 63,2 2,1 11,2

Manual worker 152 14,7 68 3,7 13,7

Not working 196 25,4 57,6 5,7 11,4


No problems 702 25,4 59,2 3,3 12,1

Some problems 298 17,5 68,4 3,1 11


page 43

Table 20. Respecting consumer rights compared to other EU countries

QUESTION: Q15. Compared to other EU countries, do you think sellers and service providers in Lithuania respect

consumer rights and protection rules equally, better or worse?

Total N % Equally % Better % Worse % DK/NA

TOTAL 1000 17,7 3,1 65,6 13,6

SEX

Male 499 18,4 3,1 63,3 15,3

Female 501 17 3,2 67,8 12

AGE (4 categories)

21 – 29 366 17 3,8 68,2 11,1

30 – 34 152 17 1 71,1 10,9

35 – 39 232 19,5 3,6 62,2 14,7

40 – 45 243 18 3,1 60,3 18,6

AGE (2 categories)

21 – 35 570 17,3 3,1 68,5 11,1

36 – 45 423 18,6 3,2 60,9 17,3

EDUCATION (end of)

Until 15 years of age 11 16,8 0 60,1 23,1

16 – 20 421 18,4 3,9 62,1 15,6

20 + 413 17,1 3,3 68,1 11,5

Still in education 106 21,1 0,9 67,6 10,4

URBANISATION

Metropolitan 455 15,6 3,3 69 12,1

Urban 402 18 3,2 63,9 14,9

Rural 143 23,5 2,4 59,2 14,9

OCCUPATION

Self-employed 86 19,5 2,4 62,8 15,3

Employee 549 19 2,9 67 11,1

Manual worker 152 13,2 3,5 60,7 22,6

Not working 196 17 3,3 66,4 13,4


No problems 702 19,5 3,3 62,7 14,5

Some problems 298 13,5 2,7 72,2 11,6


page 44

Table 21. Legal reprisal for cheating or misleading consumers

QUESTION: Q16. In general, would you say that the Lithuanian justice system is efficient in punishing businesses

that mislead or cheat consumers?

Total N % Yes % No % DK/NA

TOTAL 1000 24,6 66,3 9,2

SEX

Male 499 28,6 63 8,4

Female 501 20,5 69,5 9,9

AGE (4 categories)

21 – 29 366 27,9 64,2 7,9

30 – 34 152 27,4 63,2 9,4

35 – 39 232 19,2 71,8 9

40 – 45 243 22,8 65,7 11,5

AGE (2 categories)

21 – 35 570 27,5 64 8,5

36 – 45 423 20,6 69,1 10,3

EDUCATION (end of)

Until 15 years of age 11 29,4 52,9 17,7

16 – 20 421 20,8 69,1 10,1

20 + 413 28,2 64 7,8

Still in education 106 26,8 67,8 5,4

URBANISATION

Metropolitan 455 26,4 62,7 10,9

Urban 402 23,3 67,4 9,3

Rural 143 22,2 74,4 3,4

OCCUPATION

Self-employed 86 35,1 58,9 6

Employee 549 23,5 68,3 8,2

Manual worker 152 27 61,2 11,8

Not working 196 22,6 66 11,4


No problems 702 24,4 66,2 9,4

Some problems 298 25 66,4 8,6


page 45

Survey details

This “Flash 244 – Consumer protection and consumer rights Special Target Survey, wave 1” was

conducted for the European Commission, Directorate-General SANCO, Health and Consumer

Protection.

Telephone interviews were conducted in Lithuania between the 14/07/2008 and the 18/07/2008 by

Baltic Survey partner institute.

Representativeness of the results

The national sample was representative of the population aged between 21 – 45 years.

Sizes of the sample

The sample size was planned 1000 respondents in Lithuania, 1000 interviews were conducted in all.

A weighting factor was applied to the national results in order to compute a marginal total for the

country in proportion to its population.

Questionnaires

1. The questionnaire prepared for this survey is reproduced at the end of this results volume, in English

(see hereafter).

2. The institute translated the questionnaire in their national language(s).

Table of results

VOLUME B: RESPONDENTS’ DEMOGRAPHICS

The VOLUME C presents the Lithuanian results with the following socio-demographic characteristics

of respondents as breakdowns:

Sex (Male, Female)

Age (21-29, 30-34, 35-39, 40-45)

Age (21-35, 36-45)

Education (15&-, 16-20, 21&+, Still in full time education)

Subjective urbanisation (Metropolitan zone, Other town/urban centre, Rural zone)

Occupation (Self-employed, Employee, Manual worker, Not working)


page 46

Sampling error

The results in a survey are valid only between the limits of a statistical margin caused by the sampling

process. This margin varies with three factors:

1. The sample size (or the size of the analyzed part in the sample): the greater the number of

respondents is, the smaller the statistical margin will be;

2. The result in itself: the closer the result approaches 50%, the wider the statistical margin will be;

3. The desired degree of confidence: the more "strict" we are, the wider the statistical margin will be.

As an example, examine this illustrative case:

1. One question has been answered by 500 people;

2. The analyzed result is around 50%;

3. We choose a significance level of 95 % (it is the level most often used by the statisticians, and it is

the one chosen for the Table hereafter);

In this illustrative case the statistical margin is: (+/- 4.4%) around the observed 50%. And as a

conclusion: the result for the whole population lies between 45.6% and 54.4 %.

Hereafter, the statistical margins computed for various observed results are shown, on various sample

sizes, at the 95% significance level.

STATISTICAL MARGINS DUE TO THE SAMPLING PROCESS (AT THE 95 % LEVEL OF

CONFIDENCE)

Various sample sizes are in rows;

Various observed results are in columns:

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9

N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4

N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1

N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5

N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2

N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8

N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5

N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4

N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3


page 47

Survey questionnaire

D1. Gender

(DO NOT ASK - MARK APPROPRIATE)

Male ...........................................................................................1

Female .......................................................................................2

D2. How old are you?

[_][_] years old

[ 9 9 ] [REFUSAL/NO ANSWER]

D3. How old were you when you stopped full-time education?

(Write in THE AGE WHEN EDUCATION WAS TERMINATED)

[_][_] years old

[ 9 9 ] [REFUSAL/NO ANSWER]

[ 0 1 ] [NEVER BEEN IN FULL TIME EDUCATION]

[ 0 0 ] [STILL IN FULL TIME EDUCATION]

D4. As far as your current occupation is concerned, would you say you are self-employed, an employee, a manual

worker or would you say that you are without a professional activity? Does it mean that you are a(n)...

[IF A RESPONSE TO THE MAIN CATEGORY IS GIVEN, READ OUT THE RESPECTIVE SUB-

CATEGORIES - ONE ANSWER ONLY]

- Self-employed

i.e. : - farmer, forester, fisherman ................................................. 11

- owner of a shop, craftsman ................................................ 12

- professional (lawyer, medical practitioner, accountant, architect,...) 13

- manager of a company ...................................................... 14

- other ................................................................................... 15

- Employee

i.e. : - professional (employed doctor, lawyer, accountant, architect)21

- general management, director or top management ........... 22

- middle management, .......................................................... 23

- Civil servant........................................................................ 24

- office clerk .......................................................................... 25

- other employee (salesman, nurse, etc...) ........................... 26

- other ................................................................. 27

- Manual worker

i.e. : - supervisor / foreman (team manager, etc...) ...................... 31

- Manual worker ................................................................. 32

- unskilled manual worker ..................................................... 33

- other ................................................................. 34

- Without a professional activity

i.e. : - looking after the home ........................................................ 41

- student (full time) ................................................................ 42

- retired ................................................................................ 43

- seeking a job ...................................................................... 44

- other ................................................................................... 45

- (Refusal) ............................................................................................. 99


page 48

D5. NUTS region (not to be asked)

D6. Would you say you live in a … ?

- metropolitan zone ......................................................................................... 1

- other town/urban centre ................................................................................ 2 - rural zone ................................................................................................. ... 9

I. Consumer problems

Q1. Have you over the past two years…

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

a) bought a computer, DVD player or other electronic or household appliance ......................... 1 2 9

b) bought a package holiday ....................................................................................................... 1 2 9

c) bought a ticket for an airline or charter flight ........................................................................... 1 2 9

d) bought something on the internet or via teleshopping ............................................................ 1 2 9

e) bought a mobile phone or used the services of a mobile phone company ............................. 1 2 9

f) taken out a consumer credit ….. ............................................................................................. 1 2 9

Q2. Have you over the past two years had any problems with

[READ OUT - ONE ANSWER PER LINE]

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

a) Telephone and/or mobile phone companies ................................................................................. 1 2 9

b) Shops selling household or electronic devices (washing machine, computers, etc) ...................... 1 2 9

c) Banks or other credit providers ..................................................................................................... 1 2 9

d) Tour operators/ Travel agencies ................................................................................................... 1 2 9

e) Airlines or charter flight companies ............................................................................................... 1 2 9

f) Buying on the internet or via teleshopping .............................................................................. ……1 2 9

Q3 If yes, what did you do when this happened to you?

( DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)

- I complain to the seller or service provider............................................................................ 1

- I seek information about my rights ........................................................................................ 2

- I ask help from a non-governmental consumer association .................................................. 3

- I ask help from a government consumer authority ............................................................... 4

- I ask advice from friends and/or family ................................................................................. 5

- I consult a lawyer .................................................................................................................. 6

- I file an official complaint (court, authorities) ......................................................................... 7

- Other .................................................................................................................................... 8

- Nothing ................................................................................................................................. 9

- [DK/NA] ............................................................................................................................... 99


page 49

Q5. For the following situations, please tell me if you know your rights as consumer and/if you would

be interested to learn more about your rights

- you know your rights well enough and would not like to know more ................................ 1

- you know some of your rights, but would like to know more ............................................ 2

- you don't know your rights and would like to know more ................................................ 3

- you don't know your rights, but don't' want to know more ............................................... 4

- [DK/NA] ............................................................................................................................ 9

a) when an electronic or household device you just bought does not work properly ....................... 1 2 3 4 9

b) the payments on the credit you took include unexpected additional fees and charges .............. 1 2 3 4 9

c) when your package holiday is different from what the brochure promised .................................. 1 2 3 4 9

d) when your flight is delayed or cancelled ..................................................................................... 1 2 3 4 9

e) when you don’t like what you ordered via the Internet or via teleshopping ................................. 1 2 3 4 9

f) ) when you have a problem with your phone bill .......................................................................... 1 2 3 4 9

Q6. Where would you go for information or advice about your consumer rights if you have a problem

with a product, a service or a seller?

[DO NOT READ OUT –ONE ANSWER POSSIBLE]

- Government, Ministry, Public Authority ...................................... 01

- dial phone number 8 800 00008 ................................................. 02

- a non-governmental consumer association ............................... 03

- shopkeepers, sellers or service providers ................................... 04

- friends and relatives .................................................................... 05

- lawyers ........................................................................................ 06

- the EU contact point ................................................................... 07

- the European Consumer Centre ................................................. 08

- search the Internet ...................................................................... 09

- other ........................................................................................... 10

- [DK/NA] ....................................................................................... 99

Q7. What institutions and organizations/associations dealing with protection of consumers’ rights do

you know?

[ DO NOT READ OUT –MULTIPLE ANSWER POSSIBLE]

a) State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba) ....... 1

b) Lithuanian National Consumer Confederation (Lietuvos nacionaliė vartotojų federacija) ............. 2

c) Lithuanian Consumer Association (Lietuvos vartotojų asociacija) ................................................ 3

d) Lithuanian Consumer Institute (Lietuvos vartotojų institutes) ........................................................ 4

e) The European Consumer Centre in Lithuania (Europos Vartotojų Centras) ................................. 5

f) Western Lithuanian Federation (Vakarų Lietuvos vartotojų federacija) .......................................... 6


page 50

ASK ONLY ORGANIZATIONS/ASSOCIATIONS WHICH WERE NOT MENTIONED IN Q7.

Q8. Have you ever heard of :

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

a) State Consumer Rights Protection Authority .......................................................................... 1 2 9

b) Lithuanian National Consumer Confederation ....................................................................... 1 2 9

c) Lithuanian Consumer Association .......................................................................................... 1 2 9

d) Lithuanian Consumer Institute ............................................................................................... 1 2 9

e) The European Consumer Centre in Lithuania ......................................................................... 1 2 9

f) Consumer magazine Kur¿s ..................................................................................................... 1 2 9

IF YES TO ANY OF THE ITEM IN Q7 OR Q8 FROM A-F

Q9. Did you ever ask this or any of these organization/magazine for information or help ?

[READ OUT - ONE ANSWER POSSIBLE]

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

Q9A. If yes, how satisfied were you with the outcome?

- Very satisfied ................................................................................1

- Rather satisfied .............................................................................2

- Rather dissatisfied ........................................................................3

- Dissatisfied....................................................................................4

- [DK/NA] .........................................................................................9

ASK ALL

Q10. Who would you trust most to give you correct information and advice on your consumer rights

firstly? And than secondly?

[READ OUT – ROTATE – ONE ANSWER ONLY]

- The Government ........................................................................ 01

- A non-governmental consumer association ................................ 02

- phone number 8 800 00008 ........................................................ 03

- Shopkeepers, sellers or service providers ................................. 04

- Friends and relatives ................................................................... 05

- Lawyers ...................................................................................... 06

- The EU contact points ................................................................. 07

- OTHER ....................................................................................... 08

- [DK/NA] ....................................................................................... 99

Firstly: ...................................................................................................... 1 2 3 4 5 6 7 8 99

Secondly: ................................................................................................. 1 2 3 4 5 6 7 8 99


page 51

ASK ALL

Q11. Would you be willing to support an independent consumer organisation by…?

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

a) Paying an annual membership fee of 50 Litas ............................................................................... 1 2 9

b) Giving this association a donation which you can deduct from your income taxes ........................ 1 2 9

c) Giving this association a percentage of your taxes instead of paying them to the Government..... 1 2 9

Q13: Would you be interested to subscribe to a (non-profit) consumer magazine that gives you results of

independent comparative tests/quality and price of products and services and information about

your rights/advice?

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

Q14 Compared to other EU countries, do you think consumers in Lithuania have the same, less or more

consumer rights and protection?

-Same .............................................................................................1

- Less ..............................................................................................2

- More ..............................................................................................3

- [DK/NA] .........................................................................................9

Q15 Compared to other EU countries, do you think sellers and service providers in Lithuania respect

consumer rights and protection rules equally, better or worse?

- Equally .........................................................................................1

- Better………………………………………………….……….. 2

- Worse ...........................................................................................3

- [DK/NA] .........................................................................................9

Q16. In general, would you say that the Lithuanian justice system is efficient in punishing businesses

that mislead or cheat consumers?

- Yes ................................................................................................1

- No .................................................................................................2

- [DK/NA] .........................................................................................9

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