Chap 15:Consumer protection

Question 1

What is the consumer protected by?

Answer 1

Consumer laws
Statutory (government) agencies
Voluntary agencies

Question 2

What are the two consumer laws?

Answer 2

• Sale of goods and supply of services act 1980

- Consumer information act 1978

Question 3

What does the sale of goods and supply of services act 1980 state?

Answer 3

Under this act, all goods should be;

• of merchantable quality (perfect condition)
• fit for their purpose
• be as described
• conform with samples

Question 4

What is consumer protection necessary to do?

Answer 4

• to protect rights of consumers
• to Give consumer a way of redress if rights not granted
• to guard against dishonest sellers and manufacturers

Question 5

What is the consumer entitled to expect?

Answer 5

• That the supplier has all the necessary skills to supply the service
• That the supplier will provide the service with proper care and diligence
• Materials used will be sound
• Any goods supplied for the service will be of merchantable quality

Question 6

What is a guarantee?

Answer 6

-A promise from the manufacturer that they will make good any faults in an item for a specific period of time after the purchase

Question 7

If goods are faulty, what is the consumer entitled to

Answer 7

Compensation, redress in the form of repair, replacement or a full refund

Question 8

When are you not covered by a guarantee or consumer laws?

Answer 8

• misused goods
• ignored advice from seller
• fault pointed out before sale
• mind is changed after sale (some shops will refund or replace)

Question 9

Caveat emptor

Answer 9

To let the buyer beware that the good is subject to defects

Question 10

Are you obliged to take credit note as a form of redress ?

Answer 10

No

Question 11

Consumers need to be informed to:

Answer 11

• Ensure value for money
• Make informed decisions about Gs and Ss
• Understand consumer laws
• prepare them to take action if they seek redress

Question 12

Sources of consumer information

Answer 12

• National consumer agency
• Consumer association of Ireland
• The office of ombudsman
• Consumer programs on tv and radio
• Advertising
• Word of Mouth

Question 13

Under the consumer information act 1978, it is an offense to:

Answer 13

• Make misleading claims about the price of goods
• Advertise a misleading price reduction
• Publish an advertisement which is likely to mislead the public
• Make false or misleading claims about goods or services

Question 14

2 statutory agencies

Answer 14

National consumer agency

The ombudsman

Question 15

Explain about the national consumer agency

Answer 15

Set up in 2007 to:

• enforce laws in relation to the sale of Gs and supply of Ss
• represent the consumer
• deal with complaints about false or misleading claims
• educate and inform consumers about their rights

Question 16

Explain about the ombudsman

Answer 16

• Helps the consumer in complaints against government departments and state bodies eg. An Post
• small claims registrar/court deals with claims up to the value of €2000
• Handled quickly and cheaply and without need of a solicitor

Question 17

Consumers association of Ireland: a voluntary agency

Answer 17

It is an Independent, non-profit association. Publishes monthly magazine called consumer choice with gives advice and information to consumers

Question 18

Steps to take when complaining in person

Answer 18

1. Go back with proof of purchase as soon as the problem is discovered
2. Ask to see the manager, be firm but polite.
3. Explain problem clearly and ask what intend to do
4. If manager unhelpful, contact head office/trade association
5. As a last resort, contact NCA,CAI or the small claims registrar

Question 19

Steps when complaining by telephone

Answer 19

1. Stand up>improves assertiveness
2. Ask for customer services manager,speak slowly & calmly
3. Ask for name and title of whom you are speaking to
4. Record date and time of call
5. Explain clearly, ask what intend to do and note it down
6. if nothing heard back, don’t give up, write a letter

Question 20

Steps when writing a letter of complaint.

Answer 20

1. State the facts clearly and calmly
2. Keep copies of letter and send as registered post
3. Send copies of receipts, invoices and guarantees
4. Description of product, state when and where bought
5. state what is wrong and steps already taken
6. State action you want taken