1. PowerPoint presentation
Unit 324 (CS 26): Understand the customer service environment
Handout 6: The implications of legislation on customer service delivery

2. Understand the customer environment
Legislation is the most important restriction placed on organisations.
There are many laws that effect the delivery of customer service. Breach of these laws can result in fines, compensation, loss of reputation and even imprisonment.
Consumer Credit Act 2006
Misrepresentation Act 1967
Sale of Goods Act 1979 and 2002
Consumer Protection Act 1987
Trades Descriptions Act 1968
Data Protection Act 1998
Learning outcome 4.1, 4.2

3. Understand the customer environment
Consumer Credit Act 2006
This act regulates consumer credit and covers areas such as:
Eligibility for credit schemes
Cooling off periods
Content of credit agreements
Calculation of APR.
Misrepresentation Act 1967
This act exists to protect consumers from false or fraudulent claims that induce you into buying something or entering into a contract and allows you to claim damages in the case of fraudulent misrepresentation.
Learning outcome 4.1

4. Understand the customer environment
Sale of Goods Act 1979/2002
This act relates to the pricing and quality of products and/or service supplied to a consumer.
Goods and services should be fit for purpose, of good quality and as described.
Services must be provided to an acceptable standard and at a reasonable price (if the price was not agreed in advance).
Learning outcome 4.1

5. Understand the customer environment
Consumer Protection Act 1987
This act protects the public by prohibiting the manufacture and supply of unsafe goods.
Making the manufacturer or seller of a defective product responsible for damage it causes.
Allowing local councils to seize unsafe goods and suspend the sale of suspected unsafe goods.
Prohibiting misleading price indications.
Learning outcome 4.1

6. Understand the customer environment
Trades Descriptions Act 1968
This act prohibits organisations from applying a false trade description to any goods.
It also covers the supply or offer to supply any goods to which a false trade description has been applied.
Organisations are not allowed to make certain kinds of false statement about the provision of any services, facilities or accommodation.
This law is enforced by trading standards officers.
Learning outcome 4.1

7. Understand the customer environment
Data Protection Act
This act relates to the confidentiality of information and who has access to it. It has eight principles. All data must:
Be obtained lawfully and fairly
Kept no longer than necessary
Be obtained with the consent of the individual
Be adequate, relevant and not excessive
Be treated confidentially
Be accurate and up to date
Be available only to authorised personnel
Not transferred to any place without adequate protection.
Discuss with the group what information may be described as ‘sensitive’ information. Give out Handout 2.
Learning outcome 4.2

8. Understand the customer environment
Activity 6 will check your knowledge of customer service legislation.
Activity 7 is a research task that will be marked by your tutor.
Give out Activity 6. Check all answers.
Give out Activity 7. Check answers or set as homework.

9. Questions?