The Consumer @JoshuaRawson-Harris/creativecommons.org

Learning Outcomes 2.11 Debate Consumer rights and responsibilities. 2.12 Examine how consumers are protected in Ireland by legislation, statutory and non-statutory agencies. @RG104/creativecommons.org

What will I learn What is meant by the terms consumers, goods, services, needs & wants. Rights & Responsibilities of consumers Sources of consumer information Laws that protect the consumer and why the consumer needs protection When consumer complaints are justified and when they are not. Statutory and non-statutory consumer agencies The procedure involved in making a complaint @RG104/creativecommons.org

Key Skills Being Literate- demonstrating the importance of effective communication by composing a letter or email of complaint regarding a consumer issue @libbery/creativecommons.org Communicating- Discussing the impact of healthy and less healthy food choices on wellbeing. @mazeo/creativecommons.org Managing Myself- developing the skills needed to be a discerning consumer. @rejon/creativecommons.org

Key Words Consumer Services Redress Discerning Guarantee Goods

Any person who buys or uses goods or services. A consumer is @JoshuaRawsonHarris/CreativeCommons.org Any person who buys or uses goods or services.

Goods v.s. Services, Goods Services paid for taxation Services for by consumers Food Clothes Books Furniture Electrical equipment Education Health Services Social Welfare Public libraries Roads Beautician Refuse Collection Electricity & gas Hair-dressing Doctor & dentist. @jean_victor_balin/creativecommons.org @hatalar205.creativecommons.org @j4p4n/creativecommons.org

Needs & Wants Needs- Things you cannot live without. Wants- things you would like to have but can live without. Food Water Shelter Holidays Phones Internet @jhnri4/creativecommons.org @frankes/creativecommons.org

Culture Job Location Lifestyle choice Age Needs depend on

Right to honest information Right- Something you are entitled to Right to choice Right to value for money Right to safety Right to redress Right to honest information Right- Something you are entitled to

To educate yourself on consumer law To be well informed about goods & services To read labels & follow manufacturers instructions To complain when appropiate To know your rights Responsibilities

A resource is anything that can be used to help perform a task. Ex: Time, Money, Skills & Information @j4p4n/creativecommons.org @gnokii/creativecommons.org @hypocore/creativecommons.org

Know how to complain about faulty goods & services Shop Wisely Understand consumer laws Get value for money Make good decisions about goods & services Informed consumers

Sources of Consumer Information Advertising Manufacturers Leaflets Radio and TV Internet Salespeople Sources of Consumer Information

Sale of Goods & Supply of Services Act 1980 Goods must be Services must be Of Merchantable Quality- good standard Fit for purpose As described i.e. on the label Conform to Sample. provided by a skilled person Materials used must be of merchantable quality

Consumer Protection Act, 2007 Protects the consumer against false or misleading descriptions or claims about goods, services & their prices.

Protects the rights of individual consumers. It ensures consumers have the right of redress if their rights are abused. Prevents untrustworthy manufacturers or suppliers from taking advantage of consumers Why the consumers need protection

Guidelines for making a complaint Return to the shop ASAP with the product and receipt as soon as the fault becomes obvious Ask to see a manager ASAP and explain the problem and the redress you want. If the shop refuses to accept responsibility, you can contact the head office of the company. If still unhappy, you can contact a consumer organisation or use the Small Claims Court Procedure.

Small Claims Court Procedure Deals with consumer complaints quickly Complaints are worth less than €2000 No solicitor is required so the process is inexpensive. @lyo/creativecommons.org

Role Plays @j4p4n/creativecommons.org

Mobile Phone 4 characters 1- Shop assistant 2- Manager 3- The consumer 4- The Narrator You just purchased a brand new I-phone 7 worth 800 euro in BTM. When you reached Pennys, you took a selfie but managed to drop your phone, smashing the screen to pieces. Narrate the scene. @fx10/creativecommons,org

Laptop 4 characters 1- Shop assistant 2- Manager 3- The consumer 4- The Narrator @aoguerros/creativecommons.org You bought a new Apple Mac Laptop in BTM The screen keeps freezing. You have a guarantee. However the shop claims you dropped the laptop. Argue your case.

Clothes 4 characters 1- Shop assistant 2- Manager 3- The consumer 4- The Narrator You bought a dress in BTM for a disco. When you tried on the dress, the zip jammed and would not pull up. You paid 50 euro and have your receipt. @artmaker/creativecommons.org

Bicycle 4 characters 1- Shop assistant 2- Manager 3- The consumer 4- The Narrator You bought a bike in BTM. When cycling in Sligo, a wheel came loose and you fell. Narrate the scene when you returned to the shop. @libbery/creativecommons.org

Statutory Organisations for Consumer Protection Competition and Consumer Protection Commission Office of the Ombudsman Enforces laws to protect the consumer Informs the public of consumer rights Enforces product safety regulations Runs a consumer helpline. Investigates complaints made by the public against public bodies i.e. HSE, An post or Government departments

Non-Statutory Organisations for Consumer Protection Consumer Association of Ireland Advertising Association of Ireland Protects the interests of the consumer. Advises the public on consumer issues i.e. food safety or finance Publishes Consumer Choice Magazine Lobbies the government to improve consumer laws Monitors advertising It promotes honesty, truthfulness & decency in advertisements and requires that they confirm to the law. Investigates complaints by the public about standards in advertising.

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