1. Consumer Issues
Brian Russell

2. Exam expectations
Issues associated with Consumer Protection and analysing products are regularly tested in the written paper, alongside our responsibilities as consumers.

3. Analysing and testing
Analysing and testing products is a key part of consumer protection:
Fitness for purpose
Ease of use
Safety
Reliability
Value for money…

4. Testing Testing is done using several difference methods:
Quantitative Testing (measurable)
Qualitative Testing (opinions)
Sensory Testing (opinions)

5. Testing During Production
Testing is done at all stages of production:
Testing Prototypes
Consumer trials
Testing properties of materials
Testing during production
Quality Control
Quality Assurance
Sensory testing

6. Fair testing
Tests need to be done under very strict guidelines to ensure every one is the same

7. Comparative testing
Comparative testing is effective in determining which of several similar products are best for their intended use.
The testing could vary from technical and objective, practical and subjective, or it could be a head-to-head comparison to determine ease of use, durability, or safety.

8. Comparative testing Ensure the criteria is the same for each product
Ensure you understand what the products were meant to do

9. Regulations - guidance
There are many Regulatory Bodies
Many of these are set up by manufacturing groups, (FIRA Furniture Industry Research Association, British Glass Federation)
They provide guidance for manufacturers and designers.

10. Regulations - guidance
Trade associations – their guidelines are join us follow our rules
They provide clear guidance for manufacturers and designers and undertake their own testing.

11. Independent testers
Independent bodies test many products before they are put on sale
Work closely with BSI to develop new tests and highlight potential problems

12. Legislation – the Law The Trade Descriptions Act. (false claims)
The Weights and Measures Act. (accurate size, weight, quantity)
The Consumer Safety Act.
The Consumer Protection Act. (harmful products)
The Sale of Goods Act. (Fit for purpose)

13. British Standards Institute
BSI devises tests that products or components have to meet.
It awards the Kitemark to those products that meet the standards.

14. International Standards Organisation
ISO is the world’s leading developer of International Standards.
ISO standards specify the requirements for state-of-the-art products, services, processes, materials and systems.
ISO standards are designed to be implemented worldwide.

15. ISO standards for companies
Good conformity assessment, managerial and organizational practice.
ISO 9000 is a standard laid down for companies with good quality management systems in place and is assessed and awarded by BSI

16. Conformité Europeenne
Simply means that the product has been approved for sale in the European Union.
Meets basic requirements but may not have been tested against specific criteria
The letters 'CE' on a product are the manufacturer's claim that the product meets the requirements of all relevant European Directives.

17. CE marking – BSI interpretation
Indicates to governments that the product can be legally sold within the European Union (EU) and the European Free Trade Area (EFTA)
Ensures the product can move freely throughout the European Single Market
Indicates to customers that the product meets designated minimum safety standards and therefore a minimum level of quality
Promotes public health and safety
Enhances product credibility
Leads to improved sales and greater customer satisfaction.

18. Consumer groups Comparative reports on products
Detailed specifications analysed
Independently tested
Value for money advice
Campaigns

19. Pressure groups Independent (often international)
Campaign on many issues such as genetically engineered food products

20. Product maintenance
Ever bought an electrical product and discovered that it needs batteries once you get home?
Ever bought a product then discovered that it is cheaper to replace than repair?

21. Storage and handling
There are lots of symbols found on products and their packaging to advise on storage and handling

22. Product maintenance
Many products have a life expectancy based on some degree of maintenance. One example of this would be the personal stereo.
The batteries will need to be changed regularly and it is important that access is easy but secure.

23. Servicing
More complex products such as automobiles have very detailed maintenance schedules.
Records are kept so that the manufacturer’s warranty is valid. Only authorised garages can carry out the maintenance during the warranty period.

24. Servicing
Some products display signs to indicate when servicing is due

25. Food products
Food products often have a lifespan written into their specification and have specific storage requirements.
‘Use by ...’ or ‘best before end ...’ dates are found on most food products.
There is a safety margin built into the specification to ensure that the product is fit to eat.

26. Care labels
Clothing manufacturers have agreed an international code to assist with product maintenance.
Care labels are an essential part of many textile products.

27. Maintenance Issues Virus Scan Disk clean Clean inside mouse
Wipe monitor and casing
Defragmentation
Back-up data
Delete unwanted files

28. Maintenance Issues Tyre pressure checks Oil chain/adjust
Adjust and oil bearings
Replace batteries in lights
Gear change oil/adjust
Brake wear/adjustment
Tyre wear/replacement

29. Maintenance Issues Check/replace wheels Replace steering rubbers
Replace gripper strip
Check/replace wheels
Replace steering rubbers
Oil bearings

30. Maintenance Issues Wash/clean Remove stones from grip Deodorise
Replace laces
Replace inner sole

31. Maintenance Issues Wash/dry clean Condition Iron/press
Check seams/hems
Replace buttons/zips

32. Maintenance Issues Recharge battery Update phone numbers
Delete messages
Clean/replace cover

33. Product disposal Recycling symbol Disposal of Waste Equipment
Green dot
Specific Material Information

34. Disposal – who pays? Tyre dumps… Fridge dumps…
Many products require expensive disposal methods

35. Our responsibilities Is the quality right – how do you know?
Are you protected by law?
Are there maintenance issues?
How long is it designed to last?
How do you dispose of it?
Environmental impact?

36. Social responsibility
Do these brands reassure you of the quality you expect or do they suggest exploitation of workers, environmental concerns or other moral issues?