Being an effective consumer

Question 1

What is a consumer?

Answer 1

Anyone who buys goods or uses services

Question 2

3 private sector services

Answer 2

Dentists
Private doctors
Hairdressers

Question 3

3 public sector services

Answer 3

Police
Schools
NHS

Question 4

What affects our roles as consumers? (5)

Answer 4

Age
Needs
Wants
Personality
Financial capability

Question 5

What is consumer proficiency?

Answer 5

Knowing your consumer rights and responsibilities
Being aware of where to find consumer advice
Being able to deal confidently with issues

Question 6

2 reasons disability is a barrier from being an effective consumer?

Answer 6

No braille (can't read labels)
Learning difficulty (unable to complain)

Question 7

2 reasons age is a barrier from being an effective consumer?

Answer 7

Elderly people more likely to get ripped off

Young people may not know how to complain effectively

Question 8

2 reasons ethnicity is a barrier from being an effective consumer?

Answer 8

Language barriers (can't read labels)
Hard to find certain foods (kosher)

Question 9

2 reasons knowledge is a barrier from being an effective consumer?

Answer 9

Poor literacy skills (travelling community)

Lack of ICT skills (can’t compare deals)

Question 10

2 reasons resources is a barrier from being an effective consumer?

Answer 10

If rich, may spend money unwisely

Poorer people may have to buy lower quality items

Question 11

What are the 6 rights that consumers have?

Answer 11

Clear, reliable information in own language/format
All groups treated equally
Right of access to all services
Right to choice (diff prices)
Right to redress (compensation)
Right to representation

Question 12

What are the 6 responsibilities that consumers have?

Answer 12

Read information carefully
Know consumer rights
Complain effectively
Be ethical & environmentally aware
Budget money effectively
Claim compensation

Question 13

What legislation protects consumers when purchasing from shops?

Answer 13

The Sale and Supply of Goods Act 1994 (as amended by the Sale and Supply of Goods to Consumers Regulations 2002)

Question 14

What does the Sale and Supply of Goods Act 1994 entitle consumers to expect?

Answer 14

Of satisfactory quality
Fit for any purpose made known to the seller
As described

Question 15

What does the Sale and Supply of Goods Act 1994 entitle sellers to?

Answer 15

Ability to chose a cheaper method of compensation.

Question 16

The Sale and Supply of Goods Act 1994:You have no real grounds for complaint if… (4)?

Answer 16

Told about the fault before you purchased the item
Examined the item before buying and should’ve seen the fault
Made a mistake when purchasing the item
Simply changed your mind

Question 17

What legislation protects consumers when buying online/catalogue?

Answer 17

The Consumer Protection (Distance Selling) Regulations 2002

Question 18

What information does The Consumer Protection (Distance Selling) Regulations 2002 entitle consumers to?

Answer 18

The supplier's name & address
Cost of the goods
Delivery costs & arrangements
How to pay
How to cancel

Question 19

What responsibilities do The Consumer Protection (Distance Selling) Regulations 2002 entitle consumers to do?

Answer 19

Cancel an order within 7 working days.

A full refund if the goods aren’t delivered within 30 days.

Question 20

What do The Consumer Protection (Distance Selling) Regulations 2002 not allow consumers to return/cancel?

Answer 20

Perishable goods

Services that have already started

Question 21

What legislation protects consumers in unfair trading?

Answer 21

The Unfair Trading Regulations 2008 (This legislation replaced the Trade Descriptions Act 1968)

Question 22

What do The Unfair Trading Regulations 2008 ban traders from doing?

Answer 22

Visiting a consumer’s home and refusing to leave until having a signed contract.
Telling a consumer that if they don’t buy, the trader’s job or livelihood will be in jeopardy.

Question 23

What does the Consumer Rights Act 2015 say any goods you purchase from a trader must be?

Answer 23

Of satisfactory quality, fit for purpose + match the description given by the trader.

Question 24

Consumer Rights Act 2015:

Purchase of Goods (4)

Answer 24

Consumers have 30 days to reject a faulty item and ask for a refund.
Retailers get 1 chance to repair/replace a faulty item before the consumer can ask for a full/partial refund.
Goods must be installed correctly if that’s part of the contract.
Consumer may claim compensation for any losses they suffered as a result of faulty goods.

Question 25

Consumer Rights Act 2015:

Purchase of Services (3)

Answer 25

Any service provision must be carried out with reasonable care + skill, at reasonable cost + within reasonable time.
If service unsatisfactory, consumer entitled to have service carried out again for free or price reduction.
Where service can’t be repeated (wedding photography) consumer can claim price reduction (up to 100% total coast)

Question 26

Consumer Rights Act 2015:
Digital Downloads (3)

Answer 26

Any digital content you buy must be of satisfactory quality, fit for purpose + as described.
If purchase faulty digital content, entitled to repair, replacement, price reduction or refund.
If digital content purchase corrupts operating system/device/other content (pics), consumer has right to have damaged equip/content repaired by trader or receive compensation even if free download.

Question 27

Consumer Rights Act 2015:

What is digital content?

Answer 27

E-books, apps, downloaded computer software/games, streamed films + music.

Question 28

Consumer Rights Act 2015:

Hidden Contracts

Answer 28

Makes easier to challenge unfair contracts including hidden charges.

Question 29

Consumer Rights Act 2015:

What must the trader provide the consumer with?

Answer 29

The name and website address of an organisation (the Alternative Dispute Resolution Provider) that could assist them with their complaint. Must also inform consumer whether prepared to work with that provider to resolve the complaint.