1. © PDST Home Economics

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

3. 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

4. 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

5. 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

6. 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”

8. 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

9. Types of Redress Cash Refund Repair Replacement Credit note
Partial compensation

10. 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

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

12. 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

13. Consumer Complaints

14. 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

15. 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

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

17. 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.

18. 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

20. 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