Consumer Issues Brian Russell

Exam expectations Issues associated with Consumer Protection and analysing products are regularly tested in the written paper, alongside our responsibilities as consumers.

Analysing and testing Analysing and testing products is a key part of consumer protection: Fitness for purpose Ease of use Safety Reliability Value for money…

Testing Testing is done using several difference methods: Quantitative Testing (measurable) Qualitative Testing (opinions) Sensory Testing (opinions)

Testing During Production Testing is done at all stages of production: Testing Prototypes Consumer trials Testing properties of materials Testing during production Quality Control Quality Assurance Sensory testing

Fair testing Tests need to be done under very strict guidelines to ensure every one is the same

Comparative testing Comparative testing is effective in determining which of several similar products are best for their intended use. The testing could vary from technical and objective, practical and subjective, or it could be a head-to-head comparison to determine ease of use, durability, or safety.

Comparative testing Ensure the criteria is the same for each product Ensure you understand what the products were meant to do

Regulations - guidance There are many Regulatory Bodies Many of these are set up by manufacturing groups, (FIRA Furniture Industry Research Association, British Glass Federation) They provide guidance for manufacturers and designers.

Regulations - guidance Trade associations – their guidelines are join us follow our rules They provide clear guidance for manufacturers and designers and undertake their own testing.

Independent testers Independent bodies test many products before they are put on sale Work closely with BSI to develop new tests and highlight potential problems

Legislation – the Law The Trade Descriptions Act. (false claims) The Weights and Measures Act. (accurate size, weight, quantity) The Consumer Safety Act. The Consumer Protection Act. (harmful products) The Sale of Goods Act. (Fit for purpose)

British Standards Institute BSI devises tests that products or components have to meet. It awards the Kitemark to those products that meet the standards.

International Standards Organisation ISO is the world’s leading developer of International Standards. ISO standards specify the requirements for state-of-the-art products, services, processes, materials and systems. ISO standards are designed to be implemented worldwide.

ISO standards for companies Good conformity assessment, managerial and organizational practice. ISO 9000 is a standard laid down for companies with good quality management systems in place and is assessed and awarded by BSI

Conformité Europeenne Simply means that the product has been approved for sale in the European Union. Meets basic requirements but may not have been tested against specific criteria The letters 'CE' on a product are the manufacturer's claim that the product meets the requirements of all relevant European Directives.

CE marking – BSI interpretation Indicates to governments that the product can be legally sold within the European Union (EU) and the European Free Trade Area (EFTA) Ensures the product can move freely throughout the European Single Market Indicates to customers that the product meets designated minimum safety standards and therefore a minimum level of quality Promotes public health and safety Enhances product credibility Leads to improved sales and greater customer satisfaction.

Consumer groups Comparative reports on products Detailed specifications analysed Independently tested Value for money advice Campaigns

Pressure groups Independent (often international) Campaign on many issues such as genetically engineered food products

Product maintenance Ever bought an electrical product and discovered that it needs batteries once you get home? Ever bought a product then discovered that it is cheaper to replace than repair?

Storage and handling There are lots of symbols found on products and their packaging to advise on storage and handling

Product maintenance Many products have a life expectancy based on some degree of maintenance. One example of this would be the personal stereo. The batteries will need to be changed regularly and it is important that access is easy but secure.

Servicing More complex products such as automobiles have very detailed maintenance schedules. Records are kept so that the manufacturer’s warranty is valid. Only authorised garages can carry out the maintenance during the warranty period.

Servicing Some products display signs to indicate when servicing is due

Food products Food products often have a lifespan written into their specification and have specific storage requirements. ‘Use by ...’ or ‘best before end ...’ dates are found on most food products. There is a safety margin built into the specification to ensure that the product is fit to eat.

Care labels Clothing manufacturers have agreed an international code to assist with product maintenance. Care labels are an essential part of many textile products.

Maintenance Issues Virus Scan Disk clean Clean inside mouse Wipe monitor and casing Defragmentation Back-up data Delete unwanted files

Maintenance Issues Tyre pressure checks Oil chain/adjust Adjust and oil bearings Replace batteries in lights Gear change oil/adjust Brake wear/adjustment Tyre wear/replacement

Maintenance Issues Check/replace wheels Replace steering rubbers Replace gripper strip Check/replace wheels Replace steering rubbers Oil bearings

Maintenance Issues Wash/clean Remove stones from grip Deodorise Replace laces Replace inner sole

Maintenance Issues Wash/dry clean Condition Iron/press Check seams/hems Replace buttons/zips

Maintenance Issues Recharge battery Update phone numbers Delete messages Clean/replace cover

Product disposal Recycling symbol Disposal of Waste Equipment Green dot Specific Material Information

Disposal – who pays? Tyre dumps… Fridge dumps… Many products require expensive disposal methods

Our responsibilities Is the quality right – how do you know? Are you protected by law? Are there maintenance issues? How long is it designed to last? How do you dispose of it? Environmental impact?

Social responsibility Do these brands reassure you of the quality you expect or do they suggest exploitation of workers, environmental concerns or other moral issues?