Consumer Protection Legislation

Conflict often arises between consumers and retailers due to poor quality goods, misleading information, or inadequate customer service. Irish consumers are protected through a combination of non-legislative and legislative methods.

Non-Legislative Methods of Solving Consumer Conflict

1. Negotiation is a process of direct communication where both the consumer and the seller try to resolve a complaint informally.

• The consumer outlines the issue and what remedy they expect (e.g. refund, replacement).
• The seller presents their side and the two try to reach agreement.
• Example: If a consumer buys a faulty toaster, they can return to the store, explain the issue, and request a replacement. The store may agree to replace it or offer a refund, resolving the issue informally.

1. The Consumers' Association of Ireland (CAI) is a voluntary, non-governmental organisation that represents the interests of Irish consumers.

• The CAI provides expert advice, publishes the magazine Consumer Choice, and lobbies the government to strengthen consumer rights.
• Although it does not intervene in individual disputes, it empowers consumers by educating them about their legal rights and available remedies.

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Legislative Methods of Solving Consumer Conflict

Irish consumers are protected by three main pieces of legislation:

1. Sale of Goods and Supply of Services Act 1980
2. Consumer Protection Act 2007
3. General Data Protection Regulation (GDPR) 2018

1. Sale of Goods and Supply of Services Act 1980

This Act outlines the legal rights of consumers when they purchase goods or services.

Rights When Buying Goods

1. All goods sold in Ireland must be:
2. Of merchantable quality
3. Fit for their intended purpose
4. As described by the seller
5. Conform to any sample shown

Of Merchantable Quality:

• Goods must be of a reasonable standard and quality, taking their price and intended use into account.
• Example: A pair of shoes costing €100 should be expected to last a reasonable length of time.

Fit for Purpose:

• Goods must be capable of performing the task they are intended for.
• Example: A watch must be able to tell the time.

As Described:

• Goods must match any descriptions provided by a salesperson, on packaging, or in advertising.
• Example: A jacket described as "100% wool" must not contain any synthetic fibres.

Conform to Sample:

• When goods are sold based on a sample, the full order must match the sample in quality and appearance.
• Example: Tiles ordered for a kitchen must match the showroom sample in colour and finish.

Rights When Buying Services

Services must be:

1. Carried out by someone with the necessary skill and qualifications
2. Performed with due care and attention
3. Completed using materials of merchantable quality

Qualified and Skilled Provider:

• The person performing the service must be properly trained and competent.
• Example: An electrician must be qualified to install wiring safely and legally.

Due Care and Attention:

• Services must be delivered carefully and thoroughly, without negligence.
• Example: A mechanic must carry out repairs accurately to ensure the car is safe to drive.

Quality Materials:

• Any materials used must meet reasonable quality standards.
• Example: A builder must use high-quality timber when constructing a roof.

Legal Redress Under the 1980 Act

If goods or services do not meet the required standards, consumers are legally entitled to:

1. A repair
2. A replacement
3. A refund

Responsibility lies with the retailer, not the manufacturer.

Note: The principle of caveat emptor ("let the buyer beware") does not apply when goods are faulty or misrepresented.

Small Claims Procedure

The Small Claims Procedure is a low-cost and informal method for resolving consumer disputes. It operates through the District Court system and is designed to be accessible, efficient and user-friendly, especially for private individuals.

This procedure allows consumers to make claims for damages or compensation of up to €2,000 where a business has failed to meet its legal obligations under consumer law.

Key Features:

• Maximum claim: €2,000 Claims must relate to the purchase of goods or services for private use (not business-related purchases).
• Application fee: €25 The process is affordable and straightforward.
• No legal representation is required Consumers do not need a solicitor, making it accessible to the general public.
• How to apply: Claims can be submitted online through the Courts Service of Ireland website (courts.ie) or by visiting the local District Court office.
• Dispute resolution: The District Court processes the claim. The Small Claims Registrar may help the consumer and business settle the issue informally before proceeding to a hearing.
• Examples of disputes covered include:
  • Faulty goods that are not of merchantable quality
  • Poor quality services that were not delivered with due care
  • Overcharging or refusal to honour refunds
  • Damage caused by service providers (e.g. a carpet ruined by a cleaner)

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2. Consumer Protection Act 2007

This Act protects consumers from unfair, misleading, and aggressive commercial practices. It is enforced by the Competition and Consumer Protection Commission (CCPC).

1. Misleading Practices

It is illegal for businesses to provide false, deceptive, or misleading information to consumers about products or services.

Example: A mobile phone that does not support 5G connectivity cannot be advertised as "5G-enabled."

2. Prohibited Practices

The Act bans 32 specific unfair commercial practices, which businesses are strictly prohibited from using.

Examples:

• Operating pyramid schemes
• Displaying incorrect prices
• Creating fake urgency, such as false "limited time only" sales

3. Aggressive Practices

This refers to any form of harassment, coercion, or undue pressure used to force a sale.

Example: A salesperson using threatening or manipulative language to push a vulnerable consumer into buying something they do not want.

Role of the CCPC

The Competition and Consumer Protection Commission (CCPC) is responsible for enforcing this Act. It has the power to:

• Investigate businesses suspected of misconduct
• Issue compliance notices and fines
• Take legal action in serious cases
• Educate consumers through public awareness campaigns

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3. General Data Protection Regulation (GDPR) 2018

GDPR is an EU-wide regulation that protects the personal data of individuals. It gives consumers several rights concerning how businesses collect, use, and store their data.

Rights include:

1. Right to access
2. Right to rectification
3. Right to erasure

1. Right to Access

Consumers have the right to obtain confirmation of whether their personal data is being processed, and to access that data.

Example: A customer can request a copy of the personal information held by an online retailer.

2. Right to Rectification

Consumers can request that inaccurate or incomplete data be corrected.

Example: A person may ask a bank to update an incorrect phone number on file.

3. Right to Erasure ("Right to be Forgotten")

Consumers may request the deletion of their personal data in certain situations, such as when the data is no longer necessary or they withdraw consent.

Example: A consumer who unsubscribes from a mailing list can request that their details be fully deleted.

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Summary Table: Key Legislation and Protections

Legislation	Protection Offered	Example
Sale of Goods and Supply of Services Act 1980	Ensures products and services meet quality and skill standards	Refund for a faulty appliance
Consumer Protection Act 2007	Prevents misleading or aggressive business practices	Fine for false "closing down" sale
GDPR (2018)	Protects consumer data and privacy rights	Customer requests deletion of personal data

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