Chapter 15 - Consumer Protection

Question 1

What is the cosumer protcted by?

Answer 1

• consumer laws
• statutory (goverment) agencies
• voluntary agencies

Question 2

What are the two most importent consumer protection laws?

Answer 2

• sales of goods amd supply of services act 1980

- consumer information act 1978

Question 3

Under the sale of goods and supply of services act 1980, all goods should…

Answer 3

• of merchantable quality
• be fit for their purpose
• be as described
• correspond with samples

Question 4

Under the sale of goods and supply of services 1980, what is the consumer entitled to expect of services?

Answer 4

• that the supplier has the necessary skill to provide the service
• 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 5

What is a guarantee?

Answer 5

A guarantee is a promise by the manufacturer that they will make good any faults in an item for a specific period of time after purchase.

Question 6

What makes you not covered under a guarentee?

Answer 6

• if you misused the product or ignored advice by the seller on how the good should be used
• you are sometimes not covered if you simply change your mind
• you are not covered if the defect was pointed out before purchase
• you don’t have proof of purchase

Question 7

What are statutory rights?

Answer 7

Your rights under law

Question 8

What is the purpose of the consumer information act 1978?

Answer 8

To protect consumers against false or misleading claims about goods, services or prices

Question 9

Under the consumer information act 1978, what is an offence for a seller to do?

Answer 9

• 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 and services

Question 10

What are some statuatory agencies?

Answer 10

• national consumer agency
• the ombudsman
• the small claims registrar/court

Question 11

What is the national consumer agency’s functions and when was it set up?

Answer 11

Set up in 2007
Functions are:
-to enforce the laws in relation to the sale of goods and services
-to represent the consumer
-to deal with complaints about false or misleading claims
-to educate and inform consumers about their rights

Question 12

What is the ombudsman?

Answer 12

It helps the consumer is complaints against goverment departments and state bodies

Question 13

What is the small claims registrar/court?

Answer 13

The small claims registrar/court deals with claims relating to goods and services up to 2000

Question 14

Why consumers need to be informed?

Answer 14

• ensure they get value for money
• make informed decisions about goods and services
• understand consumer laws
• prepare them to take effective action

Question 15

What are some sources of consumer information?

Answer 15

-national consumer agency
-consumers’ association of Ireland (consumer choice)
-office of the ombudsman
-sale staff
Advertising
-word of mouth

Question 16

How do you complain?

Answer 16

*see book pg 236

Question 17

Why is consumer protection necessary?

Answer 17

• to protect the rights of consumers
• give conumers a way to redress if their rights are not granted
• guard against abuse by dishonest sellers and manufacturers

Question 18

Guidelines for complaining in person

Answer 18

1. As soon as a problem is discovered, go back to seller with the item and proof of purchase.
2. Ask to see manager. Be firm but polite.
3. Explain your complaint clearly and ask manager what they intend to do about it.
4. If manager is unhelpful contact head of office
5. As a last resort, consider seeking help from the National Consumer Agency, the CAI or the Small Claims Registrar.

Question 19

Guidelines for complaining by telephone

Answer 19

1. Stand up while you make you phone call. This improves confidence.
2. Ask for the customer services manager or someone who can deal with your complaint. Speak slowly and clearly and remain calm.
3. Ask for name and title of the person to whom you are speaking to. This can work well to focus their attention on your problem.
4. Record the date and time of your call.
5. Explain the problem clearly and ask what the company is prepared to do about it.
6. If you hear nothing back, write a letter of complaint.

Question 20

Writing a letter of complaint guidelines

Answer 20

1. State the facts clearly, avoid waffle.
2. Keep copies of letters sent.
3. Send letters by registered post
4. Send copies of reciepts, invoices or guarentees.
5. Never send orginals.
6. If writing to a company’s head of office adress the letter to Customer Services Manager.
7. Give a description of what you bought, including the make and the model number.
8. State when and where you bought it.
9. Explain what is wrong and what steps you have taken so far to remedy the situation.
10. State what action you would like the company to take.