Chapter 6- Making a Complaint

Question 1

MAC, Step 1:

Answer 1

Stop using the item immediately.

Question 2

MAC, Step 2:

Answer 2

Bring the item back.

Question 3

MAC, Step 3:

Answer 3

Explain the problem.

Question 4

MAC, Step 4:

Answer 4

Decide whether you would like a refund, replacement or repair.

Question 5

MAC, Step 5:

Answer 5

Write a letter of complaint.

Question 6

MAC, Step 6:

Answer 6

Get advice from a third party.

Question 7

MAC, Step 7:

Answer 7

Small claims court.

Question 8

MAC, Step 8:

Answer 8

Go to court.

Question 9

As a consumer, you do not have rights if…

Answer 9

…You change your mind, you damage the product, or you knowingly bought a faulty good.

Question 10

A LOC must have three separate paragraphs saying:

Answer 10

The details of the purchase,
Complaint details and how the law is breached,
The desired remedy.

Question 11

Who can you go to for Third Party Advice?

Answer 11

CAI, CCPC, CER, ComReg, FSO, The Office of the Ombudsman, and The Small Claims Court.

Question 12

Briefly describe the layout of a letter of complaint.

Answer 12

Address of complainant,
Date,
Address of recipient,
Reference,
Salutation,
Three paragraphs,
Closing (Yours sincerely/ faithfully),
Print name.
Handwritten signature.

Question 13

Consumer Association of Ireland (CAI):

Answer 13

Represents Irish consumers and works to protect consumer rights.

Question 14

Competition and Consumer Protection Commission (CCPC):

Answer 14

Set up in 2004.
Provide consumers with info on rights.
Research consumer issues.
Advise government on consumer interests.

Question 15

Commission for Energy Regulation (CER):

Answer 15

Protects consumers by dealing with complaints about energy companies, provide electricity gas and water (E.G. Bord Gáis, Airtricity).

Question 16

Commission for Communications Regulations (ComReg):

Answer 16

Protects, deals with complaints, highlights companies recieving a lot of complaints.
Communications businesses (E.G. An Post, Vodafone).

Question 17

Financial Services Ombudsman (FSO):

Answer 17

Investigates complaints about financial services providers (E.G. Bank of Ireland, Permanent TSB).

Question 18

The Office of the Ombudsman:

Answer 18

Investigates complaints from people feeling unfairly treated by government run & owned organisations (E.G. government departments, HSE).

Question 19

The Small Claims Court:

Answer 19

Last resort.
Complaint form filled out online- solicitor not required.
Quick, cheap and easy.