1. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support New laws to protect consumers in the digital age!

2. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Background The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: Replaces distance Selling Regulations 2000 and Cancellation of Contracts made in Consumers Home or Place of Work Regulations 2008. (Doorstop Selling) Became law in December 2013 and applies to all contracts agreed on or after 13 June 2014 These new laws reflect the way shopping has changed over the past 20 years.

3. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Quick Quiz 1. How many years ago was the first online purchase? A.20 B.10 C.25

4. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support 2. What was the first item bought online in the UK? A.Holiday B.CD C.Book

5. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Highlights The new law recognises there are three types of contract: Services- e.g. gardening, building, computing repair. Goods- e.g. Furniture, food, footwear Digital- e.g. books, phone apps, downloads, games

6. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support A nation of online shoppers

7. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support What the trader must do 1:Provide clear information about the “Obligations to pay” 2: Provide information that is easy to read and understand 6:Charges for phone calls to the retailers need to be at a minimum. 5:Ensure the consumer is aware of their cancellation rights 3:No hidden charges 4:Deliver when they say they will

8. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support What the consumer must do 3:Be clear with the trader when they are cancelling an order 1:Return items as soon as possible 2:Ensure their returned item is in good condition 4: Pay for all work done prior to cancelling an order.

9. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Distance Contracts This is a contract made between the trader and a consumer, where they are not together. This can be agreed via phone, mail order catalogue, online or TV shopping channel.

10. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Example of a Distance Contract Bob orders some garden furniture from a brochure by completing the order form in the centre of the booklet and posting it off, with a cheque, in the pre- addressed envelope provided. The trader replies by post and thanks him for his order which they confirm has been accepted and will be dispatched as soon as possible

11. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Off Premises Contract A contract that is agreed between the consumer and the trader, not at the trader’s premises e.g. At the consumer’s home or at an exhibition stand at a trade fair. A contract is agreed via the post or email.

12. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Example of an Off Premises Contract Siobhan places an order for wedding stationary from a supplier she talks to at a wedding fair. They confirm the order by post the following week.

13. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support On- premises Contract “Business premises” will include a trader’s permanent premises where they usually operate. This can be at a: Shop Stall Market showroom

14. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Example of an on premises contract Graeme and Sarah buy a sofa from a shop. They agree there and then they want to buy the sofa and discuss with the sales person the delivery options. This contract is done face to face on the premises.

15. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Information Who pays the cost of returns? Price and payment details Delivery Restrictions- Do they deliver to Northern Ireland? Expected Delivery Date All online retailers need to provide the following information: Product or service description Company’s geographical address

16. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Cancellations You can cancel an online order from the day it was placed and up to 14 days after the goods arrive. However, there are some types of order you cannot cancel.

17. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Exceptions Perishables Hotels Personalised goods Vehicle renting

18. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support a Shoppers’ Rights Cards

19. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support

20. Top tips for Shopping Safely Online 1:Do your research before buying from a website you haven’t used before. 1:Do your research before buying from a website you haven’t used before. 3:Before entering payment details make sure there is an “S” after the http and a padlock icon. 5. One telephone number provided by a company must be charged at a basic rate. 2:You have 14 calendar days to cancel an order, from the day the goods are delivered. 4:When refunding delivery costs- the trader only has to return the minimum delivery cost- no matter what you may have paid. 6:Always check that your item can be delivered to Northern Ireland.

21. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support How much do you know? 1.How long have you got to return goods in order to get a refund? 2.When can a trader deduct money from your refund? 3.How many days does the trader have to issue you a refund? 4.How can you tell a website is safe to enter your debit card details into?

22. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Trading Standards Service NI are responsible for enforcing these laws

23. Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support Any Questions?