Business: Protecting The Consumer Flashcards
(23 cards)
What is a Consumer?
A person who buys goods or services for their own use.
What is a Good?
Something you can physically touch or see, e.g. a phone, a book.
What is a Service?
Something that is done for you, e.g. a haircut, a car wash.
What is an Own-Label Product?
Products that carry the brand of the shop that sells them and are cheaper than well-known brands.
What is the Sale of Goods and Supply of Services Act 1980?
A law that protects consumers with a number of rights when they buy goods from a trader.
What must Services comply with under the Sale of Goods and Supply of Services Act 1980?
Services must be provided by someone with necessary skills, provided with care, and carried out using goods of merchantable quality.
What must Goods comply with under the Sale of Goods and Supply of Services Act 1980?
Goods must be of merchantable quality, fit for purpose, as per sample, and as described.
What are The Three R’s?
Repair, Replace, Refund.
What is a Credit Note?
Given when you return something to a shop, it can be used to buy something else in that shop.
What is a Guarantee?
A promise by the manufacturer to replace or repair an item that develops a fault within a specified time frame.
What is an Extended Warranty?
For an extra fee, the retailer will cover the cost of repairs after the manufacturer’s guarantee has run out.
What does the Consumer Protection Act 2007 do?
Protects consumers from false or misleading claims about goods, services, and prices.
What are Misleading Claims under the Consumer Protection Act 2007?
Businesses cannot make misleading claims about the business, their goods, services, or prices.
What are Misleading Practices under the Consumer Protection Act 2007?
Protects consumers against unfair practices whether they buy from a local shop or a business within the EU.
What does Misleading mean under the Consumer Protection Act 2007?
When false or untrue information is used to deceive the consumer.
What does Aggressive mean under the Consumer Protection Act 2007?
When harassment, physical force, or influence are used to force a consumer into buying a product.
What is Prohibited under the Consumer Protection Act 2007?
The law lists 32 specific practices that are banned, e.g. claiming a business is closing down when it’s not.
What does the Consumer Rights Act 2022 do?
Protects consumers when buying online, over the phone, or by mail order.
What are the Rights when buying online?
Return faulty goods, cancel a service, cancel digital purchases, return items if you change your mind.
What are the steps for Making a Consumer Complaint?
Identify the problem & gather proof, contact the seller first, explain the issue clearly and politely in writing, state what resolution you want, keep all records of communication, escalate if unresolved.
What should be included in a Letter of Complaint?
Your name and contact info, who you are writing to, date, what went wrong, when and where it happened, any proof, how it affected you, what you want done, polite but clear language, sign your name.
What should be included in an Email of Complaint?
Your name and contact info, recipient’s email and name, clear subject line, what went wrong, when and where it happened, any proof, how it affected you, what you want done, polite but clear language, your closing and name.
Who can help you if you have a consumer complaint?
Competition and Consumer Protection Commission (CCPC), Consumer’s Association of Ireland (CAI), Office of Ombudsman, Financial Services and Pensions Ombudsman (FSPO), Small Claims Procedure, European Consumer Centre (ECC) Ireland, Commission for Regulation of Utilities (CRU), Commission for Communications Regulation (ComReg), Consumer Protection in Media.
