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The Role of the Consumer Council making the consumer voice heard

The Role of the Consumer Council making the consumer voice heard. About the Consumer Council. Statutory body set up in 1985 Non-Departmental Government Body funded by Department of Enterprise, Trade and Investment (but with independent voice) 14 board members and over 40 employees.

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The Role of the Consumer Council making the consumer voice heard

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  1. The Role of the Consumer Council making the consumer voice heard www.consumercouncil.org.uk

  2. About the Consumer Council • Statutory body set up in 1985 • Non-Departmental Government Body funded by Department of Enterprise, Trade and Investment (but with independent voice) • 14 board members and over 40 employees www.consumercouncil.org.uk

  3. About the Consumer Council Our mission statement: “Making the consumer voice heard and making it count” www.consumercouncil.org.uk

  4. Our core aims • Delivering consumer knowledge, skills and information for all We believe that the most sustainable way of protecting consumers is to give them the knowledge, skills and confidence they need to make the best buying decisions, speak up when things go wrong, know who to go to for help and to know how/where to get value for money. www.consumercouncil.org.uk

  5. Our core aims • Championing and protecting the interests of all consumers To ensure our work is connected and relevant the Consumer Council regularly engages with consumers and their representatives . We represent consumers needs and interests with key decision takers and policy makers. www.consumercouncil.org.uk

  6. Our core aims • Driving change to benefit consumers We drive forward consumer protection frameworks with the Government and businesses at a local, national, European and international level and promote best practice to ensure a fairer deal for consumers. www.consumercouncil.org.uk

  7. Our core aims • Enabling consumers to make responsible choices Our challenge is to help consumers understand how our choices today may impact on tomorrow’s world and create a better understanding of responsible consumerism and sustainability issues. www.consumercouncil.org.uk

  8. Our core aims • Fit for purpose and delivering value for money The Consumer Council is committed to using our resources effectively, efficiently and strategically. www.consumercouncil.org.uk

  9. How we work • Carry out research & investigations • Lobby Government and service providers • Influence debate on key consumer issues • Campaign for improvements www.consumercouncil.org.uk

  10. Super-Complaint Status In 2005 the Consumer Council became the first and only organisation in Northern Ireland (and one of only eight in the UK) to be granted super-complaint status under the Enterprise Act 2002. This gives us specific powers to examine areas of the market place that we believe are not working in the best interests of the consumer and to refer these to the Office of Fair Trading for further investigation. To see how we’ve already put these powers into action, visit our website and click on the newsroom section to view press releases for our Unfair Bank Charges campaign. www.consumercouncil.org.uk

  11. Areas we cover • Our functions include: • consumer affairs; • consumer education; and • consumer support and complaints handling for consumers of electricity, natural gas, coal, transport (including trains, planes, ferries and buses) and water. www.consumercouncil.org.uk

  12. Making a difference for public transport users: The Consumer Council works to put consumers needs at the heart of public transport planning Saturday 18th October 2008 Consumer body urges Translink to review fares Give us a fare deal, Translink is urged Thursday 23rd October 2008 Thursday 23rd October 2008 Translink urged to cut fares Thursday 7th August 2008 More money misery for the hard-pressed public as bus and train fares rise by 5% Taxi guide aims to help root out illegal operators Thursday 3rd July 2008 www.consumercouncil.org.uk

  13. Making a difference for banking customers: Over 10,000 consumers downloaded our “Stop Unfair Charges” pack Smoke and mirrors hide true cost of bank charges – Consumer Council Thursday 19th April 2007 Banks will be forced to come clean on fees Wednesday 16th May 2007 Ulster’s ‘Big Four’ banks set to face the music Monday 14th May 2007 Consumer power reaps more results in banking market Thursday 31 May 2007 Thursday 15th May 2007 Victory for consumers in banking probe www.consumercouncil.org.uk

  14. Making a difference for energy consumers: Consumers were saved around £25million when the Consumer Council successfully challenged an unfair price increase proposed by Phoenix Natural Gas Gas and electricity bills spark boisterous debate Monday 15th September 2008 Yet more misery for hard-hit families as power prices soar Thursday 29th May 2008 Wednesday 28th May 2008 Power prices surge 14% hike follows gas, petrol, food, mortgages and oil price increases • IS THE RISE IN • ELECTRIC • BILLS REALLY • JUSTIFIED? • Friday 19th September 2008 Gas price hike could add £129 per year to bill Thursday 24 April 2008 www.consumercouncil.org.uk

  15. Making a difference for energy consumers: We’ve worked hard to open up Northern Ireland gas and electricity markets to competition • All-Ireland power market • ‘offers Ulster a good deal’ • Monday 22nd January 2007 Review of gas prices given warm welcome Saturday 25th October 2008 Friday 19th September 2008 No escape from an energy price hike despite probe Holding the regulator to account over gas Prices Monday 5th May 2008 Company urged to get on track with value for money Saturday 27th September 2008 www.consumercouncil.org.uk

  16. Making a difference for customers of NI Water: The Consumer Council successfully influenced the introduction of a unique £35 million water affordability tariff to protect low income households • Consumer body plea for • tap tax deal • Wednesday 14th March 2007 Water charges WILL increase poverty Thursday 3oth November 2006 Politicians ‘must take responsibility for Province’s water’ Assembly needs to act SINK OR SWIM Thursday 28th November 2008 • Watchdog welcomes • tap tax deferment • Thursday 30th November 2006 www.consumercouncil.org.uk

  17. Raising consumer skills and confidence: Regular press and media activity means that consumer skills are kept in the public eye Knowing your rights can save £200 a year Wednesday 12 March 2008 Cool customers keep businesses on their toes Wednesday 4th June 2008 Pupils learn to manage finances • Consumer body give helping hand to improve our poor financial skills • Friday 21st November 2008 Canny consumers keep money in their pockets Thursday 13th March 2008 www.consumercouncil.org.uk

  18. Targeting our work to help disadvantaged consumers • The groups we have identified as being disadvantaged are: • Older consumers • Young consumers • Consumers living on a low income or living in areas of social need • Consumers with a disability • Consumers from an ethnic or minority group • Our research shows that these groups tend to be less aware of their rights, less confident about complaining when things go wrong and less aware of where to go for help with consumer problems. • Source: Well, what do consumers know now? The Consumer Council, March 2008 www.consumercouncil.org.uk

  19. Raising consumer skills and confidence • All our information and resources are produced so that they are: • Easily understood (plain English, no jargon) • Available in alternative formats (eg translations, Braille, larger font, audio cassette) • We distribute timely and relevant information as widely as possible using a variety of methods including: • Leaflets • Website resources • Press and media coverage • Exhibitions, events and presentations. www.consumercouncil.org.uk

  20. Raising consumer skills and confidence We work with and develop information and resources for: • Schools and colleges • Youth groups • Adult learners • Voluntary and community groups • Retailers, businesses and service providers. www.consumercouncil.org.uk

  21. Raising money management skills • Our research also shows that NI consumers tend to be less able than the rest of the UK to: • make ends meet • keep track of finances • plan ahead • choose the best financial product (eg loans, mortgages, insurance) • save for big events, purchases and unexpected bills. Source: Managing Money – How does NI add up? Consumer Council, Sept 2007 www.consumercouncil.org.uk

  22. Raising money management skills Helping to address these issues, we facilitate the NI Financial Capability Partnership which: • Acts as a strategic focus for financial capability work • Takes forward priority areas identified in the Financial Services Authority UK Strategy in Northern Ireland • Identifies and coordinates priority areas of work • Helps to avoid duplication • Provides opportunities to share ideas and resources. www.consumercouncil.org.uk

  23. Queries and Complaints For help with queries and complaints about electricity, natural gas, coal, public transport, water and sewerage The Consumer Council Complaints line: 0800 121 6022 Consumerline Helpline: 0845 600 62 62 (managed by Trading Standards Service) Website:www.consumerline.org (managed by the Consumer Council) For help with all other consumer queries and complaints eg clothes, furniture, building work, cars, fitted kitchens, scams… www.consumercouncil.org.uk

  24. Other sources of consumer help and advice Your nearest branch will be listed in the phone book For goods or services purchased from shops or suppliers based in Belfast, you can contact or visit the Consumer Advice Centre 14 Wellington PlaceBelfastBT1 6GETel: 028 9032 8260Fax: 028 9023 7675 www.consumercouncil.org.uk

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