© PDST Home Economics

Why consumer protection? Stops manufacturers or retailers taking advantage of consumers Protects the rights of consumers Ensures consumers gets redress if needed

Consumer Information Act 1978 Protects the consumer against false or misleading claims about goods or services Forbids false or misleading information about the Price Previous price Recommended retail price of goods or services

Examples of claims Goods Services 100% cotton Made in Ireland Waterproof Free from artificial colours Low fat Real leather Services 24 hour service 1 hour photos Delivery to all areas Irelands most punctual airline

Claims about prices Cannot be charged more than displayed price Read carefully e.g. “From €10 “ is legal Crossed out price replaced by lower price must be true

Sale of Goods and Supply of Services Act 1980 This act states that goods must be: merchantable quality fit for purpose as described same as the sample Illegal to display such signs as: “no money refunds” “no liability accepted for faulty goods” “credits notes only given on returned goods” “sale goods non-returnable”

Redress for faulty goods Redress means: to set right, make amends Under the Sale of Goods Act 1980 compensation may be given if goods are faulty The type and amount depends on: How serious the fault is When the fault occurs How soon the consumer complains

Types of Redress Cash Refund Repair Replacement Credit note Partial compensation

Services Redress: If these terms are broken the consumer can: Get a full refund Partial compensation Some other remedy e.g. Job redone free of charge The Sale of Goods and Supply of Services act 1980 states that : The supplier of services must have the necessary skills The materials used must be of merchantable quality The service must be carried out with due care and attention

Caveat emptor Let the buyer beware No law can protect careless consumers

Guarantees A contract between the manufacturer and the consumer that the product you buy will be satisfactory for a stated length of time Covered by the Sale of Goods Act 1980. Guarantee is an added bonus it does not affect your consumer rights

Consumer Complaints

Consumer Complaints If goods are faulty or not what they should be a consumer has the right to complain and may get a full refund if : Goods were not able, from the beginning, to do what they were supposed to do The goods were not as described The consumer was totally mislead The consumer can refuse a replacement, repair or credit note and DEMAND their money back

Consumer Complaints Consumers can loose their rights if : They alter the good in any way They wait too long after finding the fault before returning the goods A consumer not entitled to a full refund may get a partial refund, repair or credit note

Unjustified Complaints Consumer complaints are not justified if: the goods were misused or abused the fault was shown before purchase consumer changes their minds

Making a Complaint Return to shop with goods and receipt a.s.a.p. Ask for manager, explain the problem and what you want the shop to do, be realistic about compensation Contact head office (chain store), trade association, or consumer organisation if complaint ignored The Small Claims court deals cheaply and quickly with disputes less than €2000. Use if complaint still not sorted.

Consumer Organisations Statutory/government Agencies National Consumer Agency (NCA ) Enforces consumer law, informs public of their rights Office of Ombudsman Investigates complaints against public bodies e.g. Government departments, local authority, HSE, An Post Voluntary Organisations Consumers Association of Ireland(CAI) Informs people about consumer issues through the media and Consumer Choice magazine. Lobbies government to improve consumer law Advertising Standards Authority for Ireland (ASAI) Ensures adverts are legal decent honest truthful

Complaining by Letter Description of goods : make, model, number, brand etc. Where and when it was bought? Send a copy of receipt Briefly describe what the problem is What you have done about it so far What you expect the company to do Keep a copy of the letter and send it by registered post