Being an effective consumer Flashcards
What is a consumer?
Anyone who buys goods or uses services
3 private sector services
Dentists
Private doctors
Hairdressers
3 public sector services
Police
Schools
NHS
What affects our roles as consumers? (5)
Age Needs Wants Personality Financial capability
What is consumer proficiency?
Knowing your consumer rights and responsibilities
Being aware of where to find consumer advice
Being able to deal confidently with issues
2 reasons disability is a barrier from being an effective consumer?
No braille (can't read labels) Learning difficulty (unable to complain)
2 reasons age is a barrier from being an effective consumer?
Elderly people more likely to get ripped off
Young people may not know how to complain effectively
2 reasons ethnicity is a barrier from being an effective consumer?
Language barriers (can't read labels) Hard to find certain foods (kosher)
2 reasons knowledge is a barrier from being an effective consumer?
Poor literacy skills (travelling community)
Lack of ICT skills (can’t compare deals)
2 reasons resources is a barrier from being an effective consumer?
If rich, may spend money unwisely
Poorer people may have to buy lower quality items
What are the 6 rights that consumers have?
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
What are the 6 responsibilities that consumers have?
Read information carefully Know consumer rights Complain effectively Be ethical & environmentally aware Budget money effectively Claim compensation
What legislation protects consumers when purchasing from shops?
The Sale and Supply of Goods Act 1994 (as amended by the Sale and Supply of Goods to Consumers Regulations 2002)
What does the Sale and Supply of Goods Act 1994 entitle consumers to expect?
Of satisfactory quality
Fit for any purpose made known to the seller
As described
What does the Sale and Supply of Goods Act 1994 entitle sellers to?
Ability to chose a cheaper method of compensation.
The Sale and Supply of Goods Act 1994:You have no real grounds for complaint if… (4)?
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
What legislation protects consumers when buying online/catalogue?
The Consumer Protection (Distance Selling) Regulations 2002
What information does The Consumer Protection (Distance Selling) Regulations 2002 entitle consumers to?
The supplier's name & address Cost of the goods Delivery costs & arrangements How to pay How to cancel
What responsibilities do The Consumer Protection (Distance Selling) Regulations 2002 entitle consumers to do?
Cancel an order within 7 working days.
A full refund if the goods aren’t delivered within 30 days.
What do The Consumer Protection (Distance Selling) Regulations 2002 not allow consumers to return/cancel?
Perishable goods
Services that have already started
What legislation protects consumers in unfair trading?
The Unfair Trading Regulations 2008 (This legislation replaced the Trade Descriptions Act 1968)
What do The Unfair Trading Regulations 2008 ban traders from doing?
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.
What does the Consumer Rights Act 2015 say any goods you purchase from a trader must be?
Of satisfactory quality, fit for purpose + match the description given by the trader.
Consumer Rights Act 2015:
Purchase of Goods (4)
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.
Consumer Rights Act 2015:
Purchase of Services (3)
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)
Consumer Rights Act 2015: Digital Downloads (3)
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.
Consumer Rights Act 2015:
What is digital content?
E-books, apps, downloaded computer software/games, streamed films + music.
Consumer Rights Act 2015:
Hidden Contracts
Makes easier to challenge unfair contracts including hidden charges.
Consumer Rights Act 2015:
What must the trader provide the consumer with?
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.
