1. Consumer Rights

2. Learning Objectives
To understand that the consumer is protected by law
To appreciate that the consumer has a responsibility too

3. Consumer rights
The term CONSUMER means: A person or organisation that uses a product or service So who is a consumer? We all are!

4. Know your rights! Do you know your consumer rights?
Read each of the scenarios and then answer the question
Which of you is the most consumer savvy?

5. The Consumer Rights Act 2015 says goods must be:
Your consumer rights
The Consumer Rights Act 2015 says goods must be:
as described
fit for purpose
of satisfactory quality
During the expected lifespan of your product you're entitled to the following:
Up to 30 days, if your goods are faulty, you can get an immediate refund
Up to 6 months, if it can’t be repaired or replaced, then you're entitled to a full refund in most cases
Up to 6 months, if the goods do not last a reasonable length of time you may be entitled to some money back.
In addition, if you’ve ordered the goods from home the Consumer Contracts Regulations 2015 say:
Up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

6. Your consumer rights For services, the Consumer Rights Act 2015 says:
You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it
If you haven't agreed a price beforehand, what you're asked to pay must be reasonable
If you haven't agreed a time beforehand, it must be carried out within a reasonable time
In addition if you’ve ordered the service at home the Consumer Contracts Regulations 2015 say:
In most cases, you can cancel within 14 days. If you agree the service will start within this time, you may be charged for what you've used

7. You do not have a case if you…
Consumer rights
You do not have a case if you…
have just changed your mind
bought the wrong size
decided you don’t like a colour or style
were warned about faults or blemishes that don’t affect the performance or safety
spotted the goods cheaper elsewhere
decided you can’t afford it after all
If you’ve changed your mind or made a mistake many shops will refund or exchange items but they are not obliged to do this by law

8. Prevention is better than cure
Things to think about before you buy:
Check the price
Compare prices from different retailers
Ask yourself if you can really afford it
Be sure that it is the model/item you want to buy
Compare the different ranges, products or services available
Check that it does what you want it to do
Check that it is the right colour, size etc.
Check that it can be delivered or service provided within your timeframe
Key questions might be:
can I afford it?
can I get it cheaper elsewhere?
what is the best form of payment? (e.g. a credit card may give some financial protection)
what other products are available in this range?
what does the product do?
does it do what I want it to?
will it fit me/the space I have available?
how does it work?
do I need any other special equipment to make it work?
what are the running/ongoing costs?
can I return it if I’m not satisfied?
is there a returns policy?
is there a guarantee/warranty?
should I take out insurance/how much would that be?
can I find out other consumers’ experience?

9. Prevention is better than cure
What things might you want to find out before you make the following purchase? These might be things you would ask a shop assistant or things you might research…
A pair of trainers
A lap top
A mobile phone
A ticket for an event (football match/concert etc)
A watch
A holiday
A new haircut/hairstyle

10. Working in groups of three:
You’ve got a complaint!
Working in groups of three:
Role play the scenario you’ve been given about making a complaint each one of you should take a role of shopkeeper, customer or observer
Share ideas about how you think the complaint went – the observer should be able to give ideas to both ‘customer’ and ‘shopkeeper’
Use a different scenario and swap roles twice more
Share your ideas with the class

11. Making a verbal complaint
Making a complaint
Making a verbal complaint
Be polite
Say from the start that you want to make a complaint so that you get to talk to the right person
Rehearse what you want to say. Have a checklist if necessary.
Have the receipt available
Don’t lose your temper or swear
Be patient – give them a chance to sort it out
If it is dealt with satisfactorily say thank you

12. How to be a savvy consumer!
In small groups construct a spider diagram about how to be a ‘savvy consumer’, make sure you include key points such as:
Things to think about before making a purchase
Key consumer rights
How to make an effective complaint