Being An Effective Consumer Flashcards
Who is a consumer?
A consumer is anyone who buys goods or uses services.
The choices we make as consumers are affected by a range of factors including…
Age, needs, wants, personality and financial capability
Examples of services in the private sector
Driving lessons
Shops
Hairdressers
Examples of services in the public sector
Education
Health care
Bin men
Streetlights
Consumers have a right to…
> information which is clear, reliable and available in alternative languages and formats e.g. leaflets in different languages, Braille on medication
> fair treatment - all groups should be equally well served, quality of service shouldn’t depend on income/class, age, gender, disability or ethnicity
> access to services which are inclusive, user-friendly, easily understood and welcoming eg wheelchair/ double buggy access, blind/deaf
Consumers have a responsibility to…
> read information carefully, including small print
> know their consumer rights
> complain effectively
> be an ethical and environmentally aware consumer e.g. buying free range eggs or Fairtrade products
> manage and budget money wisely and to avoid unnecessary and wasteful buying e.g. don’t throw away leftovers, bag for life
> claim reasonable compensation if things go wrong
Barriers that may prevent individuals from being effective consumers
Disability Age Ethnicity Knowledge Resources
Barriers that may prevent individuals from being effective consumers: disability
Limited hearing/ speech and unable to communicate effectively
Limited physical access to goods in shops
The blind can’t see what they’re buying
Wheelchair assistance - unable to reach/access certain objects
Shop workers may take advantage of the disabled/ those with special needs
Barriers that may prevent individuals from being effective consumers: age
Young people may not be taken seriously
Lack of computer/ internet access may mean paying more for goods and services
Students may not be able to afford more expensive brands
Limited access - too young to drive or too old to walk far
Stereotypes surrounding young people (stealing, thugs, vandalism)
Elderly people may not be able to carry multiple shopping bags
Barriers that may prevent individuals from being effective consumers: ethnicity
Some cosmetic brands don’t carry products for all skin tones
Language barriers when reading labels or complaining
May not be able to get food from your original culture
May not be able to purchase religious garments
White people may get prioritised over people of other ethnicities
Barriers that may prevent individuals from being effective consumers: knowledge
Poor numeracy skills can make the household budget difficult to manage
People can make uninformed decisions
Don’t know how to complain effectively
You don’t know your rights and therefore cannot exercise them
Don’t know what foods to buy that best suit your diet
Barriers that may prevent individuals from being effective consumers: resources
People with busy lives and limited time may not research products carefully before making a purchase and may not make wise choices
If you don’t have the means of travel
The amount of money you have will determine the price/ quality of the products/ services used
If you have a very busy life, you may not have the time to make use of your rights
Consumer Rights Act 2015 says
Any goods that 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
30 days to reject a faulty item and ask for refund
Retailers get one chance to repair or replace a faulty item before consumer can ask for a full or partial refund
Goods must be installed correctly if part of the contract
Consumer may be able to claim compensation for any losses suffered as a result of faulty goods
Consumer Rights Act 2015: purchase of services
Any service provision must be carried out with reasonable care and skill; at a reasonable cost; and within a reasonable time
If unsatisfactory, consumer is entitled to service carried out again free of charge or be given a price reduction
Where service cannot be repeated (eg wedding photography) consumer can claim price reduction (up to 100% depending on circumstances)
Consumer Rights Act 2015: digital downloads
Ebooks, apps, PC software/games, streamed films/music
If faulty, you may be entitled to a repair, replacement, price reduction or refund
If purchase corrupts the operating system, device or other content like photos, consumer has right to have damage repaired by trader or receive compensation even if content was a free download
Consumer Rights Act 2015: unfair contracts
These new provisions make it easier for consumers to challenge unfair contracts, including hidden charges.
Legislation: The Consumer Protection (Distance Selling) Regulations 2000
Via internet, TV, telephone, catalogue or magazine
Consumers entitled to clear info (supplier’s name/address, cost, delivery costs/arrangements, how to pay, how to cancel)
Can cancel within 7 working days and full refund if goods/services aren’t delivered within 30 days
Perishable goods and personalised goods cannot be returned
A service cannot be cancelled once it has started
Legislation: The Unfair Trading Regulations 2008
Helps to clarify consumers’ and facilitate cross-border trade by establishing common EU-wide rules against aggressive or misleading marketing
Some banned activities include visiting a consumer’s home and refusing to leave until having a signed contract and telling a consumer that if they don’t buy, the traders job will be in jeopardy
Consumers are given same protection against illegal business practices and rogue traders whether they buy from a nearby shop or from a website in another country in the EU
If a trader misleads, behaves aggressively or otherwise acts unfairly towards consumers, trader may face action by enforcement authorities
