Consumer Rights & Responsibilities
Learning Outcome:
1.7 – Distinguish between and appreciate their rights and responsibilities as consumers.
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Lesson 1:
Learning Intentions:
Explain what a consumer is.
Outline the responsibilities of a consumer.
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What is a Consumer?
A consumer is a person who buys goods and services for their own use.
● A good is a physical item that you can touch or see. E.G. A Chocolate Bar.
● A service is something that is done for you. E.G. Getting your haircut.
Responsibilities of a Consumer
A responsible consumer should (essentially use common sense when buying goods and services):
● Shop around for the best value of money (price).
● To avoid impulse buying.
● To keep a proof of purchase, such as a receipt.
● To know their legal rights.
● To consider the environmental and ethical impact of the products they consume.
● To dispose of packaging responsibly.
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Lesson 2:
Learning Intentions:
Appreciate the rights of a consumer.
Describe the redress available if a good is faulty or a service is not up to standard.
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Consumer Laws
Sale of Goods and Supply of Services Act 1980
Protects consumers when buying goods or services from a registered business in Ireland.
Goods must be of:
Merchantable Quality – Must be of reasonable quality considering the price paid. The product must be durable.
● E.G. If you buy a new car, you expect it to be in perfect condition and not break down within a reasonable
time.
Fit For Purpose – The good must do what you expect it to do.
● E.G. A phone must be able to make phone calls. A rain jacket should keep out rain. A kettle should boil water.
As Described/Match the Sample – The good must match the description given.
● If the car is advertised as red, it must be red.
Services must be provided:
● By someone who has the necessary skills/qualifications.
● With necessary care and attention.
● Using goods or materials of merchantable quality.
E.G. A Hairdresser should be qualified, pay attention when cutting your hair, and use materials that are of
merchantable quality.
Redress (The 3 R’s):
If you buy damaged or faulty goods from a trader, you are legally entitled to a form of redress.
Refund – You receive the money paid for the item back.
Repair – The item will be fixed.
Replacement – You can receive the same or alternative product free from damage or faults.
Consumer Protection Act 2007
Protects consumers from false or misleading claims about products and services. Essentially it protects consumers
from false advertising.
● Information – Claims about ingredients, calorie contents must be accurate.
● Prices – If an item is marked as ‘For Sale’, it must have been the previous price for 28 consecutive days in the
past 3 months.
● Anti-Consumer Practices – A retailer can’t advertise a closing-down sale if they are not closing down.
● Advertising – Must not mislead consumers by making false claims about goods or services. E.G. Can’t
advertise free delivery if they don’t provide it.
Consumer Rights Act 2022
Accurate information before buying - Retailer’s name & address, taxes, delivery/payment details.
Change of Mind - Right to cancel/14 day cooling off period.
Personal Data - All personal data used online be secure/safe.
Receipt - Must get a copy of your order confirmation.
Delivery - Must be within 30 days, unless clearly communicated.
Learning Outcome:
1.8 – Compare the services provided by consumer agencies.
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Lesson 3:
Learning Intentions:
Explain the services provided by consumer agencies to assist and support consumers.
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Competition and Consumer Protection Commission (CCPC)
Their role is to:
- Educate Consumers on personal finance and their rights.
- Enforce consumer law - E.G. Issue Fines.
- Conduct research into consumer issues.
- Advice the government on consumer issues.
Office of the Ombudsman
Investigates complaints from people who feel they have been unfairly treated by a public body. E.G. Government
Departments, HSE.
Small Claims Court
Quick, cheap and easy way to resolve a complaint about a business.
- €25 Online Application Form.
- Can claim up to €2,000.
- No Solicitor required.
European Consumer Centre (ECC) Ireland
Supports consumers who have a problem with a supplier in another member state.
Commission for Regulation of Utilities (CRU)
Protects the public interest and resolves complaints about energy companies that supply electricity, gas and water
including Airtricity, Bord Gáis, Electric Ireland.
Commission for Communications Regulation (ComReg)
Protects consumers from communications businesses such as An Post, Mobile phone providers and Broadband
providers.