1. © PDST Home Economics

2. Why consumer protection?
 Stops manufacturers or retailers
taking advantage of consumers
 Protects the rights of consumers
 Ensures consumers gets redress
if needed

3. Consumer Information Act 1978
Protects the consumer against
false or misleading claims about goods or services
Forbids false or misleading information about the
 Price
 Previous price
 Recommended retail price of goods or services

4. Examples of claims
Goods
 100% cotton
 Made in Ireland
 Waterproof
 Free from artificial
colours
 Low fat
 Real leather
Services
 24 hour service
 1 hour photos
 Delivery to all areas
 Irelands most punctual
airline

5. Claims about prices
 Cannot be charged more than displayed price
 Read carefully e.g. “From €10 “ is legal
 Crossed out price replaced by lower price must be true

6. Sale of Goods and
Supply of Services Act 1980
This act states that goods must be:
 merchantable quality
 fit for purpose
 as described
 same as the sample
Illegal to display such signs as:
“no money refunds”
“no liability accepted for faulty goods”
“credits notes only given on returned goods”
“sale goods non-returnable”

8. Redress for faulty goods
 Redress means: to set right, make amends
 Under the Sale of Goods Act 1980
compensation may be given if goods are faulty
The type and amount depends on:
 How serious the fault is
 When the fault occurs
 How soon the consumer complains

9. Types of Redress
 Cash Refund
 Repair
 Replacement
 Credit note
 Partial compensation

10. Services
The Sale of Goods and
Supply of Services act
1980 states that :
 The supplier of
services must have the
necessary skills
 The materials used
must be of
merchantable quality
 The service must be
carried out with due
care and attention
Redress:
If these terms are broken
the consumer can:
 Get a full refund
 Partial compensation
 Some other remedy e.g.
Job redone free of
charge

11. Caveat emptor
 Let the buyer beware
 No law can protect
careless consumers

12. Guarantees
 A contract between the manufacturer and the
consumer that the product you buy will be
satisfactory for a stated length of time
 Covered by the Sale of Goods Act 1980.
 Guarantee is an added bonus it does not affect
your consumer rights

13. Consumer Complaints

14. Consumer Complaints
If goods are faulty or not what they should be
a consumer has the right to complain and
may get a full refund if :
 Goods were not able, from the beginning, to
do what they were supposed to do
 The goods were not as described
 The consumer was totally mislead
The consumer can refuse
a replacement, repair or credit note and
DEMAND their money back

15. Consumer Complaints
Consumers can loose their rights if :
 They alter the good in any way
 They wait too long after finding the fault
before returning the goods
A consumer not entitled to a full refund may get a
partial refund, repair or credit note

16. Unjustified Complaints
Consumer complaints are not justified if:
 the goods were misused or abused
 the fault was shown before purchase
 consumer changes their minds

17. Making a Complaint
 Return to shop with goods and receipt a.s.a.p.
 Ask for manager, explain the problem and what you want
the shop to do, be realistic about compensation
 Contact head office (chain store), trade association, or
consumer organisation if complaint ignored
 The Small Claims court deals cheaply and quickly with
disputes less than €2000. Use if complaint still not
sorted.

18. Consumer Organisations
Statutory/government
Agencies
National Consumer Agency
(NCA )
 Enforces consumer law,
informs public of their
rights
Office of Ombudsman
 Investigates complaints
against public bodies
e.g. Government
departments, local
authority, HSE, An Post
 Voluntary Organisations
Consumers Association of
Ireland(CAI)
 Informs people about
consumer issues through
the media and Consumer
Choice magazine.
 Lobbies government to
improve consumer law
Advertising Standards
Authority for Ireland
(ASAI)
 Ensures adverts are legal
decent honest truthful

20. Complaining by Letter
 Description of goods : make, model, number, brand etc.
 Where and when it was bought?
 Send a copy of receipt
 Briefly describe what the problem is
 What you have done about it so far
 What you expect the company to do
 Keep a copy of the letter and send it by registered
post