chp 12 the consumer

Question 1

What is a consumer?

Answer 1

The consumer is a person who buys goods or services for their own personal use

Question 2

cavet emptor

Answer 2

let the buyer be aware.

Question 3

according to the sale of goods and services supply of services act 1980, goods must be…

Answer 3

of merchantable quality
fit for purpose
as described
match the sample

Question 4

merchantable quality

Answer 4

goods must be of a certain standard for consumers on purchase, they must carry out what its purpose is through good quality.

Question 5

as described

Answer 5

exactly what the good/service is intended to do, it must carry out its function

Question 6

fit for purpose

Answer 6

the product must be functional for the intended purpose. Use of the product must work fork for whats its intended to do

Question 7

must correspond to sample

Answer 7

it must do exactly as it describes, or match the preview given and must not be something different.

Question 8

services

Answer 8

carry out with necessary care and skill
must be qualified
must provide goods

Question 9

carry out with necessary care and skill

Answer 9

proper care and attention must be given to the job

Question 10

must be qualified

Answer 10

expecting those who charge for services to provide expertise on the job through qualifications.

Question 11

must provide goods

Answer 11

that are atleast fit for purpose and of merchantable quality eg mechanic providing car parts

Question 12

the 3 R’s

Answer 12

repair
replacement
refund

Question 13

repair

Answer 13

the item must be fixed free of charge

Question 14

replacement

Answer 14

the good is replaced with the same thing

Question 15

refund

Answer 15

you receive the exact amount back for what you paid for

Question 16

what is a credit not (redress?)

Answer 16

a credit not allows a consumer who has returned goods to choose other goods of the same value from that shop. If goods were returned because they are faulty, you do not have to accept a credit note.

Question 17

responsibilities of the seller

Answer 17

consumer complaints must be dealt with by the seller

retailers must respect consumers rights when selling goods and services

retailers cannot display signs that limit their responsibility e.g no refunds

guarantees and warrantees are an addition to consumers legal rights, but they do not replace them.

Question 18

guarantee

Answer 18

a guarantee is a promise by the manufacturer or company that it will sort out any problems with a product or service within a specific fixed period of time

Question 19

warrantee

Answer 19

written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time.

Question 20

extended warantee

Answer 20

this is like an insurance policy, for which you must pay a premium. for an extra fee, the manufacturer or retailer must extend the guarantee for a longer period of time.

Question 21

false economy

Answer 21

s an action that does save money at the beginning but which, over a longer period of time, results in more money being spent or wasted than being saved.

Question 22

own brand products

Answer 22

goods sold with retailer name on it.

Question 23

consumer protection act 2007

Answer 23

provides protection for them in relation to misleading claims about goods, services and prices. (does not list any specific rights of consumers.) (there is always a catch.)

Question 24

misleading claims

Answer 24

businesses cannot make misleading claims about the business, their goods, services or prices.

Question 25

misleading practice

Answer 25

the consumer protection act protects consumers against unfair practices whether they buy from a local shop or businesses with in the EU.

Question 26

the three main commercial practices

Answer 26

MISLEADING - when false/untrue info is used to deceive the consumer AGRRESSIVE - when harassment, physical force, influence is used to force the consumer into purchase. PROHIBTED - The law lists 32 specific practices that are banned.

Question 27

distance selling and consumer rights

Answer 27

the consumer rights directive has been apart of irish law since 2014, it protects consumers when buying online, over the phone or by mail order. it only applies for purchases from businesses located in the EU

Question 28

when you buy goods/services online, you have to right to

Answer 28

clear and accurate info before you buy a refund if your goods are not delivered return of faulty goods return the item because you have changed your mind (cooling off period) cancel a service cancel digital purchases

Question 29

making a complaint steps 1-8

Answer 29

1, stop using the item immediately 2. take the item back to the shop and ask to speak to the manager. if you have the receipt or other proof of purchase bring this with you. 3. explain the problem clearly. 4. decide with form of redress you would prefer. 5.if the retailer does not offer a satisfactory result, you may need to send your complaint in writing (email, letter) 6. if the complaint is still not resolved, you may need to seek the advice of a third party such as CCPC or the CAI. 7. if the complaint is still not resolved, make a claim through the small claims procedure, if applicable. 8. go the court.

Question 30

letter/email of complaint

Answer 30

1. describe the details of the purchases 2. give the details of the complaint and how the situation breaches consumer rights. 3. explain what remedy you want.

Question 31

what can help you if you have a consumer complaint?

Answer 31

CCPC CAI OMBUDSMAN SMALL CLAIMS PROCEDURE ECC CRU

Question 32

ccpc.

Answer 32

competition and consumer protection commission. - provide info and educ. to consumers about their personal finance and their consumer rights. - conduct research into consumer matters. - represnet consumers interests by advising govenetment on possible changes to consumer law enforce consumer protection law in ireland

Question 33

CAI

Answer 33

consumers association of ireland. an independent organisation founded in 1966 that represents irish consumers and seeks to protect their rights. its website contains info on your rights as a consumer and answers to common consumer questions

Question 34

ombudsman

Answer 34

office of ombudsman responsible for investigating complaints from people who feel they have been unfairly treated by a public body, such as. government depts. local authorities the health service executive (HSE) publicly funded 3rd lvl institutions priv and public nursing homes. it is independent, impartial, and free.

Question 35

ombudsman meaning in swedish.

Answer 35

means a representative or someone appointed to act for another person, the first ombudsman was appointed in sweden in the early 19th centure to incestigated complaints about the kings ministers. irelands first was appointed in 1984.

Question 36

small claims procedure

Answer 36

a quick, cheap and easy way to resolve a complaint about a faulty good or poor work by a serivde provider without having to hire a solicitor. If you have a complaint of this nature, you should first complain to the retailer or service provider yourself. If you cannot resolve the issue with them, you can go through the small claims procedure. You can use the small claims procedure if your claim is for 2,000 euro or less application fee is 25, which you send along with your application form.

Question 37

ECC

Answer 37

the ECC in Ireland supports consumers who have a problem with a supplier of goods and services in another EU member states. ECC Ireland provides a free information advice service and assistance to consumers on their rights in the EU. part of an EU-wide network of consumer centres. It can help to resolve consumer disputes that arise in other member states of the EU. it does this by trying to solve the dispute directly with the provider of goods or services and, if this fails, it will refer the case to another resolution body that will try to solve the dispute. also researches issues of consumer interest to raise awareness of emerging trends among consumers.

Question 38

CRU

Answer 38

commission for regulation of utilities. protect the public interest in water, energy and energy safety protects consumers by resolvin complaints about energy companies that supploes electicity, gas, and water. (airtricity, bord gáis, energia, electirc ireland and flogas.) common types of complaint include - delays in getting connected - faulty meters - connection costs consumers must first make the complaint to the relevant company themselves either by phone or in writing. If it is not resolved, the consumer can complain to the cru by email, letter, or phone.

Question 39

ComReg

Answer 39

Commission for Communications Regulation ComReg protects consumers of communications businesses such as an post mobile phone providers home phone providers broadband providers consumers must initially make a complaint to their provider.

Question 40

consumer protection in media

Answer 40

newspapers, radio and tv programmes provide info and advide to consumers. many newspapers, radio and tv shows have consumer affairs features that offer up-to-date information on issues facing consumers.