Conflict in the Marketplace

Question 1

Non-législative methods (N.C.A)

Answer 1

Negotiation
Letter of complaint
Assistance from a third party

Question 2

Legislative methods (S.S.O.C.C.)

Answer 2

Small Claims Procedure
Sales of Goods & Supply of Services Act, 1980
Consumer Protection Act 2007
Ombudsman
Competition and Consumer Protection Commission (CCPC)

Question 3

Negotiation

Answer 3

The consumer meets with the retailer if they’re unhappy about a good or service they purchased

Question 4

Negotiation Steps (R.A.T)

Answer 4

1. Return to the retailer with proof of purchase (receipt.)
2. Ask to speak the manager and state the problem clearly.
3. Tell them how you want the issue resolved

Question 5

Written letter of complaint

Answer 5

If the consumer is unable to negotiate or meet up with the retailer, then they can send a letter of complaint

Question 6

Written Letter Steps (R.E.T)

Answer 6

1. Provide receipt (proof of purchase)
2. Explain the problem with your purchase
3. Tell them how you want the issue to be resolved

Question 7

Assistance from Third Party

Answer 7

This assistance comes from organisations that help consumers including the CAI and the ECC

Question 8

CAI (Consumer’s Association Ireland)

Answer 8

and interest group for consumers and makes sure that they get quality goods and services at the right price.

They give consumers expert advice on their rights when purchasing goods and services that are published in a magazine called ‘Consumer’s choice.’
Identify areas where consumer legislation is weak and lobbies the government to improve it

Question 9

ECC (European Consumer Centre) Ireland

Answer 9

A part of an EU wide network of consumer centres

Gives advice to Irish consumers on their rights when buying goods and services in other EU member states.
Helps to settle disputes between retailers and consumers throughout the EU

Question 10

Benefits to Non-Legislative methods

Answer 10

Cheap
Quick
Friendly
No need for solicitors
There’s no need to wait for appointments/ court dates

Question 11

Sales of Goods and Supply of Services Act 1980

Answer 11

Basically the 3Rs of Redress (refund/replace/repair)

This Act applies to consumers when they purchase a good/service from a registered business

Question 12

What does the Sale of Goods & Supply of Service Act cover? (7)

Answer 12

Rights of consumers when they purchase goods+services
Unsolicited Goods
Guarantees
Responsibilities of the retailers
Second hand Goods
Remedies for a Breach of the Act

Question 13

Rights of Consumers (The right to expect that…)

Answer 13

Goods :
are of merchantable quality
are fit for purpose
Must be as described
Match the sample shown

Services:
The retailer is qualified and skilled enough to do the job
Provide the service with due diligence and due care
The parts serviced are sound and fit for their intended purpose
Goods provided as part of a service are of merchantable quality

Question 14

Remedies for Breach of Act

Answer 14

Three R’s of Redress

Question 15

Retailer Responsibility

Answer 15

When a consumer buys a good/service from a retailer they have a contract between them. Therefore, if a problem with a purchased good/service arises, the retailer is responsible for resolving the issue