Consumer Rights And Responsibilities Flashcards
What is a consumer?
Someone who buys good or services
Factors that influence needs and wants
Age- child, teenager
Circumstances- Married/single working/student
Values- What is important
Consumer rights
The right to choice The right to quality and value for money The right to accurate information The right to safety The right to redress
Consumer responsibilities
To be informed about goods, services, prices and consumer law
Examine goods and services before buying
Read labels, follow instructions
Be environmentally aware
Consumer laws
Sale of Goods and Supply of Services Act 1980: all goods should be of merchantable quality, be fit for their purpose, be as described, correspond with samples
Consumer Information Act 1978
Sources of consumer information
Advertising
National Consumer Agency
The Office of the Ombudsman
Sales staff
Forms of redress
Repair
Refund
Replacement
Points needed in a complaint letter
Customers address Date Name and address of Customer Services Manager When and where it was bought Proof of purchase Clear details of complaint Action you would like taken
Guarantee
Promise by the manufacturer that he/she will make good of any faults within a specific period of time
You are not covered if you’ve misused goods, change your mind, if the fault was pointed out or if you didn’t follow advice from the seller
Methods of payment
Cash: a. Quick and easy…..d. Could get stolen
Cheque: a. Safer than cash…..d. Easy to overspend
Credit card: a. Safe and convenient…..d. Easy to overspend
When you discover something is faulty you should…
Go to the seller with proof of purchase
Ask for the manager (be polite)
Explain your complaint and ask what he/she intends to do about it
If unhelpful, contact the head office or trade association
Last resort: National Consumer Agency or the CAI
