Chapter 15 - Consumer Protection

Question 1

Under the Sale of Goods and Supply of Services Act 1980, what does it say goods should be?

Answer 1

• Of Merchantable Quality
• Fit for Purpose
• Same as Sample
• Same as Description

Question 2

Under the Sale of Goods and Supply of Services Act 1980, what does it say services should be?

Answer 2

• The Supplies has the Necessary Skills
• They must do the Job Properly with Diligence
• Any Materials Used must be of Merchantable Quality

Question 3

What is a guarantee?

Answer 3

-A promise from the manufacturer to offer a refund or a replacement to customers who have purchased faulty goods.

Question 4

What does the Consumer Information Act of 1978 do?

Answer 4

It protects consumers against false or misleading claims about a product or service.

Question 5

Under the Consumer Information Act of 1978, what is it an offence to do?

Answer 5

Make misleading claims about:
-Price
-Price Reductions
Or to publish an advertisement that is misleading

Question 6

Name 3 Statutory Agencies.

Answer 6

1. National Consumer Agency (all claims)
2. Ombudsmen (government departments)
3. Small Claims Court (goods/services under €2000)

Question 7

Name 2 Voluntary Agencies.

Answer 7

1. Consumers Association of Ireland.

2. Trade Associations e.g. Vintners Federation of Ireland (VFI)

Question 8

Name 5 places consumers can get information.

Answer 8

1. National Consumer Agency
2. The Office of the Ombudsmen
3. TV and Radio: Consumer programmes (compare products)
4. Advertising (can often be biased)
5. Manufacturer’s Leaflets (give detailed info)

Question 9

What are the steps to complaining in person?

Answer 9

1. Once discovered, go back to seller with a receipt
2. Ask to see manager
3. Explain clearly & ask what they will do
4. If unhelpful, contact head office
5. If necessary, ask CAI or Small Claims Court for help

Question 10

What are the steps to complaining on the phone?

Answer 10

1. Stand up when making call
2. Ask for customer services manager, and stay clam
3. Ask for their name and title
4. Record date & time of call
5. Explain clearly & ask what they will do. Record response
6. If hear nothing, write a letter of complaint

Question 11

What are the steps to complaining by letter? (9)

Answer 11

1. Avoid waffle
2. Keep copies of letters
3. Send by registers post
4. Send a COPY of receipt
5. Address letter to Customer Service Manager
6. Give a description of item i.e. Make, model
7. Price & when you bought it
8. Explain what is wrong, and steps taken to rectify situation
9. State what you want company to do