Chapter 12 (protecting the Cumsumer) Notes Flashcards
What is a A good/service ?
A good/product is something you buy that you can touch or see, e.g. phone, book, shirt.
A service is something you buy that is done for you, e.g. bus ride, haircut, car wash.
What questions WISE cumsumer use?
As money is scarce, wise consumers ask themselves the following questions before they buy something:
› Do I really need it or is it an impulse buy?
› Can I afford it?
› Is it a false economy?
› Will there be further costs once I have bought the item?
› Can I buy the product more cheaply elsewhere?
› Is it a safe product?
› Is there an ethical cost in the way it was produced?
› Will I help to create jobs in Ireland by buying this product?
What is a consumer?
A consumer is a person ho buys goods or services for their own use.
What information is included on Good/product labels?
Name of the product
Name and address of producer/seller
› The weight of the product
Price of the product
Best before/sell by/use by date
Ingredients
Country of origin
Nutritional information
What are OWN LABEL PRODUCTS?
Own-label products carry the brand of the shop that sells them. These products are usually cheaper than well-known brands and may represent better value for consumers.
What are CONSUMER RESPONSIBILITIES?
Caveat emptor is a Latin phrase that means ‘let the buyer beware’. This means consumers need to use common sense when buying goods and services.
Consumers have the following responsibilities:
› To behave wisely when buying goods and services
› To avoid impulse buying and false economies
› To shop around for the best value for money
› To use products carefully and in accordance with the manufacturer’s instructions
› To dispose of packaging responsibly, recycling when possible
› To consider the environmental and ethical impact of the products they consume
› To keep receipts as proof of purchase
› To know their legal rights
What are some CONSUMER RIGHTS?
Consumers in Ireland are protected by two Irish laws:
Sale of Goods and Supply of Services Act 1980
Consumer Protection Act 2007.
What is SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980?
This law helps to protect consumers by providing them with a number of rights when they buy goods from a trader.
Goods must:
› Be of merchantable quality
› Be fit for the purpose intended
› Be as described
› Conform to the sample shown
Services must be:
Provided by someone who has the necessary skills and qualifications
Provided with appropriate care and attention
› Carried out using goods or materials of merchantable quality
What is redress and example of it ?
Redress
You are entitled redress if good is faulty: Refund, Replacement, Repair (3Rs)
A credit note allows a customer who has returned goods to choose other goods of the same value from that shop. If goods are returned because they are faulty, you don’t have to accept a credit
note.
What are Responsibilities of sellers:?
Responsibilities of sellers:
› Consumer complaints must be dealt with by the seller, not the manufacturer.
› Retailers must respect consumers’ rights when selling goods and services.
Retailers cannot display signs that limit their responsibility, e.g. ‘No refunds’, ‘No exchanges’
‘Credit notes only’
, Guarantees and warranties add to consumers’ rights but do not replace them.
A guarantee is a promise by the manufacturer or company that it will sort out any problems with a product or service within a specific, fixed period of time. An extended warranty is like an insurance policy, for which you must pay a premium. For an extra fee the manufacturer or retailer will extend the guarantee for a longer time period.
What is the job CONSUMER PROTECTION ACT 2007 or what are they ?
The Consumer Protection Act does not list any specific rights of consumers, but rather it provides protection for them in relation to misleading claims about goods, services and prices. The Consumer Protection Act protects consumers against unfair practices whether they buy from a local shop or a business within the EU.
› Misleading: When false or untrue information is used to deceive the consumer
Aggressive: When harassment, physical force or influence are used to force a consumer into buying a product
› Prohibited: The law lists 32 specific practices that are banned
What are CONSUMER RIGHTS ONLINE?
The Consumer Rights Directive has been part of Irish law since 2014. It protects consumers when buying online, over the phone or by mail order. It only applies to purchases from businesses located in the EU.
When you buy goods or services online, you have the right to:
› Clear and accurate information before you buy
› A refund if your goods are not delivered
Return faulty goods
Return the item because you have changed your mind
Cancel a service
Cancel digital purchases
What should you do if MAKING A COMPLAINT?
- Stop using the item immediately.
- Take the item back to the shop and ask to speak to the manager. If you still have the receipt or other proof of purchase, bring this with you.
- Explain the problem clearly, including details of purchase and when you noticed a problem with the item.
- Decide which form of redress you would prefer: a refund, a replacement or a repair.
- If the retailer does not offer a satisfactory result, you may need to send your complaint in writing.
- If the complaint is still not resolved, you may have to seek the advice of a third party, such as the CCPC.
- If the complaint is still not resolved, make a claim through the Small Claims Procedure, if applicable
- Go to court.
WHEN IS A CONSUMER COMPLAINT NOT VALID?
› If you change your mind about the purchase
› If a fault arises due to your misuse of a product
› If you were told about the fault when you bought the good.
How should you WRITING A LETTER OR EMAIL OF COMPLAINT?
1.. Describe the details of the purchase.
2. Give the details of the complaint and show how the situation breaches consumer law.
3. Explain what remedy you want.
