Consumer Rights and Responsibilities: Know Your Rights, Make Informed Choices

2. What I Will Learn • To examine the rights and responsibilities of a consumer A right is something to which you are entitled. A responsibility is something for which you are accountable.

3. Rights and Responsibilities • Every person has rights, like the right to be free and the right to vote. As consumers we also have certain rights, which protect us from manufacturers and sellers who might try to take advantage of us. • Many of our rights are protected by law so it is important to be aware of what we are entitled to. • As consumers we have choices and decisions to make when we buy goods or use services; therefore we have responsibilities as well. • The first and most important consumer responsibility is to know your rights, as the law cannot always protect us from making foolish decisions.

4. Consumer Rights • The right to honest and accurate information • Information provided to the consumer must be honest, truthful, accurate and clear. • Information must not be misleading or false. • It is the consumer’s responsibility to gather the necessary information before buying a product or service. • It is illegal for manufacturers to give false information about a product or service. • Food must be labelled accurately so we know what we are eating. Inaccurate food labelling could lead to serious health problems for people with allergies or intolerances.

5. Consumer Rights (continued) • The right to choice • Being able to choose from a variety of products and services is important, as it means we have lots of choice. • Competition between shops and manufacturers means better value for the consumer and forces shops and manufacturers to raise their standards. • It is important to learn to complain.

6. What is a Monopoly? A monopoly is when there is only one provider of a product or service and there are no other choices available, e.g. IarnródÉireann is the only train provider in the country.

7. Consumer Rights (continued) • The right to value for money • The consumer pays the appropriate price for goods and services based on the true quality of the product. • A sale item is only a bargain when good quality items are reduced and you need them. • Goods must be fit for purpose, e.g. food must be edible, a dishwasher must clean dishes. • If you buy cheap products, you cannot expect the same high standards or quality that you would expect from a more expensive one.

8. Consumer Rights (continued) • The right to quality • The law states that goods should be of merchantable quality, i.e. they must be of a certain standard and fit for use. So goods must be able to do what they are meant to do and be of good quality, e.g. a waterproof jacket should keep out the rain. • Manufacturers usually test goods for quality before they leave the factory; this is called ‘quality control’. • Many products have quality marks and guarantees as an indication of quality.

9. Consumer Rights (continued) • The right to safety • Consumers are entitled to products and services that will not put their health or lives at risk, so goods and services must be safe for consumers to use. • Electrical items, children’s clothes and toys must follow strict safety rules protected by law. • Dangerous goods, e.g. bleach, must carry warning symbols. • Manufacturers of certain goods must carry out safety tests and provide warning labels and safety instructions.

10. Consumer Rights (continued) • The right to redress If you are sold something that is faulty or a service that does not provide what it is supposed to, you have a right to complain and get some form of compensation. Depending on the situation you may be entitled to one of the ‘three R’s’: • Repair – the item is fixed free of charge. • Replacement, e.g. a new pair of shoes. • Refund – your money back.

11. Consumer Rights (continued) Most retailers, manufacturers and service providers deal with complaints efficiently and quickly since a satisfied customer will return, while a dissatisfied customer will go elsewhere.

12. Consumer Responsibilities • To inform yourself about goods and services so you can choose wisely: • Consumers need to be able to make wise decisions about goods and services to ensure they get value for money. • They must understand the laws which protect the consumer to enable them to take the correct action if they feel they have a cause for complaint.

13. Consumer Responsibilities (continued) Sources of consumer information: • Product packaging, e.g. date stamps, ingredient lists • Care labels on garments. • Manufacturer’s leaflets often give detailed specifications of products, e.g. dimensions and features. • Other consumers: The experiences of other consumers who have used the product before can be invaluable. • Magazines and newspapers particularly consumer magazines like Consumer Choice. These are available in your local library or online.

14. Consumer Responsibilities (continued) • Telephone directory and Golden Pages. • Community information services, e.g. Citizens Information Centres. • Advertising: Advertisements give information, but it is often biased. • Showrooms and exhibitions: Looking around showrooms helps identify what products and services are available, e.g. Ideal Home Show. Exhibitions provide demonstrations. • Salespeople: Well-trained staff have a good knowledge of what they are selling. However, some can put pressure on the consumer.

15. Consumer Responsibilities (continued) • Examination of products: Handle and examine products with a critical eye, look at labels and symbols, date stamps and instructions for use. Check sizes and look for any faults. • TV/radio: Consumer programmes like RTE’s The Consumer Show look at some of the issues facing Irish consumers as well as getting to grips with individual viewers’ complaints. Visit www.rte.ie/tv/theconsumershow/ or email consumers@rte.ie • Internet consumer sites and advice agencies like The Consumer Association of Ireland and Competition and Consumer Protection Commission. These can be accessed quickly on smartphones too.

17. Consumer Responsibilities (continued) • To understand the balance between cost and quality • Consumers need to be discerning (show good judgement). They should ensure that they get value for money – does the quality match the price being paid? • A high price does not necessarily mean better quality goods or services.

18. Consumer Responsibilities (continued) • To read labels and follow manufacturer’s instructions It is the consumer’s responsibility to read and follow any specific instructions supplied with a product regarding its use, safety, care etc. Quality and safety marks can help consumers with their rights and responsibilities.

19. Quality Marks • Quality marks are symbols used on products and services to show that they are of a high standard. • They can be withdrawn if standards are not maintained.

20. Quality Marks (continued) • Guaranteed Irish is the national symbol of provenance and trust. The GI symbol is awarded to homegrown and international businesses that have chosen to invest in Ireland. These businesses create jobs, contribute to the community and promote pride in Irish goods. Found on: • Zip firelighters • Brennan’s Bread • SMA

21. Quality Marks (continued) Q Mark Products and services are produced, provided and sold in Ireland to the highest standards. • Found on: • Avonmore • Odlums • Fyffes • Shamrock

22. Quality Marks (continued) Irish Standard Mark This symbol assures customers that the item meets certain basic standards and has been produced under a system of quality control supervised by National Standards Authority of Ireland (NSAI). Found on: Glanbia Foods Ireland Limited

23. Quality Marks (continued) Kitemark British Standards Institute mark: Products and services of high standards of quality and safety. • Found on: • Electrical goods • Yale locks • Products in the car industry

24. Safety Symbols CommunanitéEuropéenne Goods comply with European standards of safety. • Found on: • Toys • Electrical goods

25. Safety Symbols (continued) Double Insulated The outside metal/plastic case of the appliance is securely insulated from any electrical wiring inside the tool. If a wire should come loose inside the tool, it cannot contact the outside metal case of the device, no matter what. Found on: Small electrical appliances/products, e.g. DVD players and hairdryers

26. Consumer Responsibilities (continued) • To complain about faulty goods and services Consumers should complain if a product or service is faulty or not as expected. Complaining and reporting faults will help ensure a better standard of product or service in the future. • To know your rights. • To know consumer law. • To avoid wasting resources and protect the environment.

27. Consumer Information Activities • Divide into pairs and identify as many sources of consumer information as you can in two minutes. Then, share your ideas with the class. Write a complete list in your copy. • Take a consumer product from the box. Examine the product and find out as much information as possible about it. Then, design a poster to provide the consumer with at least six pieces of relevant information on this product. • Evaluate the sources of consumer information on your worksheet. List one advantage and one disadvantage of each. See Activity 24.7 in the TRB

28. Quick Revision • Discuss three consumer rights. • List five consumer responsibilities.