1. Consumer Issues and Advertising

2. Learning Objectives To be able to understand consumer protection and legislation To develop an understanding of methods of seeking a remedy To understand advertising strategies and regulations

3. Consumer Protection Consumer Protection are laws to make sure that the goods and services you buy are of satisfactory quality and fit for purpose. When a consumer buys goods or services, they enter into a contract with the seller which is covered by statutory regulations

4. Sale and Supply of Goods Act 1994 This act states that: goods must be of satisfactory quality, including safety aspects and materials used, and free from faults. Goods must be fit for purpose: a potato peeler must peel potatoes Goods must be as described on the packaging

5. Sale and Supply of Goods Act 1994

6. Food Safety Act 1990 Under the Food Safety Act, it is an offence to: Sell food that could make people ill Sell food that is unfit to eat Mislead consumers through exaggerated pictures or descriptions on labels, packaging or menus Sell food that is not of the quality described or make false claims about nutritional value

7. Trade Descriptions Act 1968/72 This act applies to second-hand gods as well as new products, and to items sold on the internet: goods must be described accurately by the seller and must not mislead about the: - quality - price - manufacture - functions - safety aspects

8. Weights and Measures Act 1985 This Act: Protects the consumers from goods being sold in incorrect weights and quantities Packaged goods must show the exact weight Scales are accurate where goods are sold loose ( Trading Standards Officers)

9. Food Labelling Regulations 1995 Labels should clearly show Name of contents Address of manufacturerUse by and best before date Storage instructions Weight of food Ingredients in descending order of weight Nutrition information Any special claims

10. Trading Standards Department - investigate false or misleading claims - concerns about safety of food http://www.tradingstandards.gov.uk/

11. The Citizens Advice Bureau - give advice on individual complaints or - about seeking redress in the Small Claims Court This is an independent organisation http://www.citizensadvice.org.uk/

12. The Environmental Health Department Deals with complaints about unfit food or drink: - nails in bread or beetles in flour - dirty food shops or restaurants

13. The Office of Fair Trading This is a government department which protects consumers from - unscrupulous traders who try to deceive customers OR - who provide unsatisfactory goods or services http://oft.gov.uk/

14. Complaining Statutory rights state that you are entitled to a replacement or refund if: The product you bought was faulty or unsafe The product was not as described on the packaging The goods were not fit for purpose The product was not of a satisfactory standard

15. Complaining You are not entitles to a replacement or refund if: You have changed your mind You have not followed the care instructions You have damaged the product yourself You have seen the product cheaper in another shop

16. How to seek redress Take the product back to the shop with the receipt Explain the problem – Customer Service Desk If you fail to get a satisfactory outcome write a letter of complaint to the head office (address on retailer’s website) At a last resort you can take your complaint to the Small Claim Court