Many consumers unaware of rights, says NCA

A large number of Irish consumers are unaware of their rights when it comes to faulty goods, the National Consumer Agency has revealed.

An analysis of the calls the NCA's call centre received during the month of January revealed that 23 per cent were concerning faulty goods. A large number of these were seeking advice on how to approach a company with a complaint, with many callers unsure of what they were entitled to.

Mobile music consoles, games consoles, suites of furniture, footwear and white goods were the subject of most inquiries.

Another important issue for consumers was change of mind, accounting for some 13 per cent of calls. A number of callers also complained that a shop's policy on returns of this nature was not made clear at the time. However, under law, consumers are not entitled to a refund if they simply change their mind.

Mobile phones are another source of complaints, with one in 20 calls relating to faulty handsets. Consumers have experienced poor service in retail outlets, misinformation, and delays in getting phones repaired.

Other calls related to confiusion over sterling and euro pricing, complaints about faulty motor vehicles and services, including delivery of white goods and furniture.

"The sheer volume of calls to the call centre demonstrates a heightened degree of engagement regarding consumer issues and consumer rights in particular. This does not take account of calls to the Office of the Director of Consumer Affairs, which exceeded those made in previous years," said Ann Fitzgerald, chair of the National Consumer Agency.

Since it was established in December, the call centre has handled almost six thousand calls. The NCA's report was launched today to coincide with European Consumer Day.

Meanwhile, it was announced today that the European Commission is planning to review EU consumer protection legislation to make it more consistent and help consumers to become more aware of their rights.