© ORCA Education Limited 2005 Consumer Protection ^*#{}#*^ SHOW tom, tom.acs, 40, 68 PLAY Acknowledge PLAY Explain SAY Hello | Hi | Good Day, SAY I am Tom. | My name is Tom. | I am the VT character Tom. SAY ^PAUSE=300^ I will provide some extra guidance and information ^PAUSE=300^ during this {prez entation=presentation.} | I will help with some extra information during this {prez entation=presentation.} ^PAUSE=800^ SAY My colleagues may also give some help. | There are other characters who may also be called on to give some guidance. | Some of my colleagues may also help out. ^PAUSE=1300^ PLAY Explain2 SAY In this {prez entation=presentation} we will look at consumer protection. PLAY Blink SAY That means what is done to make sure that when you buy something it is safe and fit for its purpose.^PAUSE=1300^ PLAY Announce2 SAY Just a couple of technical points first.^PAUSE=1300^ SAY While we are talking ^PAUSE=300^ you can ^EMPHASIS^Suspend us ^PAUSE=300^ or ask us to ^EMPHASIS^Resume ^PAUSE=300^ by right clicking on us and then choosing ^PAUSE=300^ Suspend ^PAUSE=300^ or Resume ^PAUSE=300^ from the menu.^PAUSE=1300^ PLAY Decline SAY If you choose ^EMPHASIS^Hide ^PAUSE=300^ we will stop completely! ^PAUSE=1300^ PLAY Sad SAY ^PAUSE=600^ PLAY Alert SAY Oh yes! ^PAUSE=300^ SAY There are some terms that may be new to you. SAY If you want to see them before the {prez entation=presentation} click on the New Words button. PLAY Point225 SAY ^PAUSE=800^ SAY These keywords in the text are red and underlined, ^PAUSE=300^ if you click on a highlighted word you will see a ^EMPHASIS^short definition PLAY GestureDown SAY at the bottom of the page. ^PAUSE=800^ END New Words © ORCA Education Limited 2005

Shopping with Confidence People have a wide choice of where to shop for their food and food equipment. This may depend on their age, means of transport, wealth, customs, culture, family size and type, access to technology and individual preference. There are different methods of buying goods including everything from your local market to the internet. Where do you shop and can you shop with confidence? *

What do you do if you there is a problem? * Shopping and the Law The Sale and Supply of Goods Act 1994 is a law which protects the consumer. It states that goods should be: fit for their purpose of a satisfactory quality (appearance and finish, free from minor defects and that they are durable) that they are as they are described. These are statutory regulations which means they are law. ^*#{}#*^ SHOW tom, tom.acs, 32, 68 PLAY Wave PLAY Announce2 SAY OK ^PAUSE=300^ so {lets=let’s} look at an example. ^PAUSE=700^ PLAY Explain SAY You buy a nice pair of trainers, ^PAUSE=300^ but after a few weeks, ^PAUSE=300^ they start to split. PLAY LookDown SAY Not something that should happen with normal wear, ^PAUSE=300^ but what do you do? ^PAUSE=1300^ PLAY HandsOnHips SAY When you buy something, ^PAUSE=300^ you make a contract between yourself ^PAUSE=300^ and the seller. ^PAUSE=1300^ PLAY Explain2 SAY The law gives you statutory rights. SAY It is the {sellers=seller’s} responsibility ^PAUSE=300^ not the manufacturer ^PAUSE=500^ and where goods are ^EMPHASIS^not of satisfactory quality, ^PAUSE=300^ you are entitled to your money back! PLAY CrossArms SAY You need to take the goods back to the shop with proof of purchase, ^PAUSE=300^ explain the problem and ask for your money back ^PAUSE=300^ or arrange an exchange. ^PAUSE=1300^ PLAY Decline SAY If the problem is not resolved, ^PAUSE=300^ you may write a letter to complain ^PAUSE=300^ but this must contain ^EMPHASIS^every detail of what happened and who you spoke to ^PAUSE=300^ and you must keep a copy of everything you write. ^PAUSE=300^ PLAY Surprised SAY If this fails ^PAUSE=300^ and by this time you are getting pretty mad, ^PAUSE=300^ you can go for advice at the Citizens Advice Bureau who can help with going to court. ^PAUSE=1300^ PLAY Think SAY What if it is food?^PAUSE=1300^ PLAY Point45 SAY Well you have the same protection. ^PAUSE=600^ Like this chicken soup,^PAUSE=300^ if that is ^EMPHASIS^not what you expected^PAUSE=300^ send it back ^PAUSE=300^ or report them. ^PAUSE=1300^ PLAY Confused SAY I am not sure who you report them to! PLAY GestureLeft SAY Looks like a RSPCA case to me! END What do you do if you there is a problem? *

Consumer Confidence There are other organisations and laws that protect the consumer when buying goods from advertising to hygiene. You see a new ready meal advertised on the T.V. and you decide to buy it at your local shop. The advertisement had not been misleading All of the following expectations are covered by some form of consumer protection: Shop where you buy it is clean Contents and weight were clearly marked The label was accurate The person or shop selling the food was reliable The food was fit to eat and would not make you ill You could choose to buy the meal at a competitive price. *

Advertising People object to misleading or offensive advertising. The Advertising Standards Authority is independent and polices the rules in the advertising codes. The codes of practice created by the advertising industry require that adverts are legal, decent, honest and truthful. The ASA can ask that an advert is changed or amended, impose sanctions such as bad publicity or take away advertising space. The ASA can refer a complaint to the Office of Fair Trading for legal action.

investigate complaints inspect premises for hygiene and safety.* Safe to Eat? We expect food to be prepared, stored and sold in a safe way. The Food Safety Act came into force in 1990 to make sure that our food is safe to eat and will not make us ill. The act applies to the whole industry from the farm to the shop or restaurant. This person is an Environmental Health Officers. What can he do to enforce the Food Safety Act? investigate complaints seize food or products condemn food inspect premises for hygiene and safety.*

What risks can you see in a butcher shop like this? Food Regulations In the UK we have strict regulations about food hygiene. The Food Safety (General Food Hygiene) Regulations 1995 and The Food Safety (Temperature Control) Regulations set the rules. Businesses making food products must asses the risks at each stage of production. A Hazard Analysis and Critical Control Points (HACCP) system would pick out risks and action to ensure safety. Can the raw meat contaminate cooked meat? Is the temperature controlled? Is the raw meat too close to the customers? ^*#{}#*^ SHOW tom, tom.acs, 32, 68 PLAY Wave PLAY LookLeft PLAY GestureLeft SAY The most obvious hazard here is that the raw meat is too close to the customers. ^PAUSE=1300^ PLAY Point45 SAY Raw meat can easily contaminate cooked meat by direct contact or by dripping onto surfaces. ^PAUSE=1300^ PLAY Announce2 SAY A business making food ^EMPHASIS^must comply with general food hygiene regulations. ^PAUSE=1300^ PLAY Explain SAY They must ensure the safety of the food^PAUSE=300^ by assessing risks^PAUSE=300^ such as food poisoning from salmonella. SAY Unwanted substances like chemicals or objects^PAUSE=300^ maybe glass or metal ^PAUSE=300^ could find their way into the food. ^PAUSE=1300^ PLAY HandsOnHips SAY The business ^EMPHASIS^must assess the risks of these things happening! PLAY Explain2 SAY The Hazard Analysis and Critical Control Point system identifies specific hazards in the line of production ^PAUSE=300^ and describes ways to control these. ^PAUSE=1300^ SAY Think of the hazards when making an egg and mayo sandwich ^PAUSE=300^ just to prevent contamination and growth of micro-organisms. ^PAUSE=1300^ SAY You need to control the temperature to keep the ingredients cool, ^PAUSE=300^ SAY you must cook the eggs thoroughly, ^PAUSE=300^ SAY avoid cross contamination ^PAUSE=300^ SAY and ensure personal and kitchen hygiene. ^PAUSE=300^ SAY All of these hazards and more would need control points in place. ^PAUSE=1300^ PLAY Think END Are the counter tops clean? What risks can you see in a butcher shop like this?

The Law and Food Labelling The Food Labelling Regulations 1996 state the type of information that must be displayed on a food product label. All pre-packed food has to be marked with the following: What other information appears on the label? * The name of the food Place of origin Storage instructions ^*#{}#*^ SHOW peedy, peedy.acs, 22, 68 PLAY Wave SAY Hi. PLAY GestureLeft SAY Well there is a mass of information that ^EMPHASIS^could be on a label. ^PAUSE=1300^ PLAY Explain SAY There is so much it has to be written ^EMPHASIS^really small ^PAUSE=300^ and most people can hardly read it! ^PAUSE=1300^ LOOP 3=Idle2_2 SAY So what other information might I find on my cracker packet? ^PAUSE=1300^ PLAY Read SAY bar codes, ^PAUSE=300^ logos, ^PAUSE=250^ pictures, ^PAUSE=200^ allergy warnings about nuts or gluten, ^PAUSE=200^ opening instructions^PAUSE=300^ and any specific information related to the product. ^PAUSE=1300^ PLAY ReadReturn SAY The name of the product must tell me what the product is^PAUSE=300^ and pictures must ^EMPHASIS^not be misleading. ^PAUSE=1300^ PLAY Alert SAY Unwrapped crackers do not have an ingredient list ^PAUSE=300^ but information about additives must be displayed at my shop. ^PAUSE=1300^ PLAY Blink SAY Storage instructions usually refer to temperature ^PAUSE=300^ and shelf life states how long a product can be kept in the shop. ^PAUSE=1300^ PLAY Explain SAY The instructions for use are very important as they tell humans how to prepare and cook the food so that it is perfect for eating, ^PAUSE=300^ and it does not give them food poisoning! ^PAUSE=1300^ PLAY Confused SAY How many instructions do I need to eat a cracker? ^PAUSE=300^ SAY Open mouth^PAUSE=500^ put cracker in ^PAUSE=600^ close mouth, ^PAUSE=300^ swallow. ^PAUSE=300^ Easy! ^PAUSE=300^ PLAY Pleased PLAY Decline SAY The weights and Measures Act 1985 makes short weight an offence^PAUSE=300^ but when measuring in grams, ^PAUSE=300^ which are very small, it can be within a few grams of the weight given. ^PAUSE=1300^ PLAY Uncertain SAY So watch it!^PAUSE=300^ I know how much my crackers weigh! ^PAUSE=1300^ PLAY DontRecognize SAY You know they also put country of origin!^PAUSE=500^ Some consumers even want to know the ^EMPHASIS^actual farm. ^PAUSE=1300^ SAY Whatever next, ^PAUSE=900^ this burger is made from a cow ^PAUSE=300^ called daisy! ^PAUSE=1300^ PLAY Sad END Manufacturer information The weight or volume List of ingredients Instructions for use Shelf life/Use by date

Date Coding Date coding is the date by which the food needs to be eaten. After this date the food may deteriorate as harmful bacteria grow which may cause food poisoning. Food is date coded in these ways: The ‘use-by’ date, often used for high risk cook-chill foods or sandwiches. The ‘best before’ date for foods with a shelf life of less than 3 months like bread, shown as day, month and year. The ‘best before end’ may be used for more than 3 months, only the month and year are stated. The ‘display-until’ code is usually a few days before the ‘use-by’ date and tells the shop to remove the product. * DISPLAY UNTIL 08DEC05 FRANCE X7 125-152g CLASS1 16451/GER

Nutritional Labelling Rules Nutritional labels must be easily seen and in tabular form (with numbers aligned) or linear form (appearing as a paragraph). Nutritional labelling must comply with EU regulations and be given using one of the following systems: Group 1 – energy, protein, carbohydrate and fat Group 2 – as group 1 but also sugars, saturates, fibre and salt Other information can be given e.g. cholesterol, vitamins, minerals, polyunsaturates and monounsaturates. Any claim regarding nutrition, such as ‘low fat,’ must be true. * ^*#{}#*^ SHOW tom, tom.acs, 12, 68 PLAY Wave PLAY LookLeft PLAY Think PLAY Explain SAY First of all, ^PAUSE=300^ consumers like to know what nutrients are in the product. ^PAUSE=1300^ PLAY Confused SAY You know^PAUSE=300^ just curiosity. ^PAUSE=1300^ PLAY GestureLeft SAY This information should also make it easier to compare one brand ^PAUSE=300^ against another^PAUSE=300^ helping you make informed choices. ^PAUSE=1300^ PLAY Explain2 SAY So let me check what kind of nutritional information is most important to know? ^PAUSE=1300^ PLAY Read SAY Energy values are important information for sportspeople and those on a diet. ^PAUSE=600^ These are given in {killer-jewels=kilojoules} and kilocalories. ^PAUSE=600^ Protein, ^PAUSE=200^ fat, ^PAUSE=200^ carbohydrate, ^PAUSE=150^ sodium and fibre are all given in grams. ^PAUSE=1300^ PLAY ReadContinued SAY {vit-amins=Vitamins} and minerals are shown as a percentage of the recommended daily allowance. ^PAUSE=600^ Values of these are shown per serving ^PAUSE=300^ and per one hundred grams. ^PAUSE=1300^ PLAY ReadReturn PLAY Acknowledge SAY So if you are looking for a product that has a {particuler=particular} nutrient content ^PAUSE=300^ such as iron if you are {anemic=anaemic} ^PAUSE=300^ or very low sugar if you are diabetic ^PAUSE=300^ it is easy to compare. ^PAUSE=1300^ END Why is it important to give nutritional information? *

Specific Labelling There are other labels and logos for foods that meet certain standards or are a particular type. For example: organic foods vegetarian foods health mark British Farm Standards suitable for freezing environmentally friendly disposal packaging GM foods Fairtrade *                                                        

                                                        This is an example of a food label. Courtesy of the Food Standards Agency *

Some words or terms to learn Vocabulary Some words or terms to learn access to technology statutory regulations consumer ready meal codes of practice sanctions hygiene HACCP pre-packed shelf life GM Fairtrade *

The Task You can enter here a task for your students.

End End Show Acknowledgements All images used in these presentations are the property of their owners, ORCA Education Limited and suppliers inc. Hemera Images, Jupiter Media Corp. and Animation Factory All rights are reserved. The Licence agreement applies to all elements of these presentations. ORCA.VT is a trademark of ORCA Education Limited Microsoft Agent is the property of Microsoft Corporation, Redmond WA. ORCA Education Limited are licensed distributors of Microsoft Agent technology Licence 276899. The Microsoft Agent Technology elements including Peedy character may not be distributed beyond the constraints of this product licence Microsoft Agent characters Susan and Tom are packaged with this product as part of the Vox Proxy development tools used by ORCA Education. They are not for resale or distribution beyond their use in these products