Chapter 5 Being an Informed Consumer

1. AT A GLANCE By the end of this chapter, you will be able to: Define the term ‘consumer’ Identify the role and importance of being a discerning consumer Explain the rights and responsibilities of a consumer Discuss the appropriate course of action when seeking redress as a consumer 1

2. Consumer A person who buys goods and services for his or her own use Goods P hysical products that are produced for sale , e.g. groceries, stationery, mobile devices, clothes Services Work offered in return for a payment by a person or company , e.g. hairstyling, cleaning services, public transport 2 Being a consumer

3. 3 Providers of goods and services Provider = seller of goods and services Provider Definition Examples Goods providers People or companies who sell their goods to consumers Hawker selling food, retail shop selling clothes, furniture shop selling furniture Service providers People or companies who get paid for the work or services that they do Information counter staff, dentist, customer service officer Goods and service providers People or companies who sell both goods and services to consumers Computer and electronics shop sells products and provides after-sales services

4. 4 A discerning consumer A discerning consumer is one who shows good judgement when making a purchase To be a discerning consumer, we need to: Be well-informed Know our rights and responsibilities as consumers Know how to seek redress (seek compensation for a faulty good or poor service)

5. 5 Consumer rights Consumers are given certain rights when they pay for goods and services These rights help to: Protect consumers from being exploited or cheated Ensure that providers uphold the quality of their goods and services

6. 6 Consumer rights Consumer right Description Right to safety The right to be protected against unsafe products Right to be informed The right to receive accurate information on products and services Right to choose The right to choose from a range of products and services that best meet their needs at fair and competitive prices Right to be heard The right to express their views regarding the goods and services received

7. 7 Consumer rights Consumer right Description Right to seek redress The right to seek compensation for shoddy goods and unsatisfactory services Right to consumer education The right to acquire knowledge and skills to help them make informed choices when buying goods and services Right to satisfaction of basic needs The right to access essential goods and services that satisfy their basic needs, such as food, clothing, shelter Right to a healthy environment The right to live and work in a clean and healthy environment that does not affect their well-being

8. 8 Consumer responsibilities We can follow the steps below to be a responsible consumer when buying goods and services: Be up-to-date Collect information on the product Decide on the product that you want to buy Check that the product is in a good condition before paying Choose the method of payment Provide proof of purchase (receipt, warranty card) Use the product properly Give feedback to your provider if the goods or services are unsatisfactory

9. 9 Seeking redress When the goods we bought are faulty or the services we purchased are not up to standard, we can seek redress To seek redress for goods, we need to check: The purchase date on the receipt The validity period of the refund and exchange policy The warranty card provided by the manufacturer If our purchase falls within the validity period of the refund or exchange policy, we can feedback to the company to seek redress

10. 10 Giving feedback We can feedback to the company by: Writing a letter of complaint Making a complaint through email Filling in a feedback form (printed or electronic) Calling the customer service line

11. 11 Steps to seek redress Faulty product or unsatisfactory services Check the receipt, warranty information, refund policy and exchange policy Decide on the way to offer feedback: Redress is successful Redress is unsuccessful Contact CASE Send letter, email or feedback form to the company Go to the store and speak to the salesperson or manager Call the customer service line

12. 12 Consumers Association of Singapore (CASE) CASE is an organisation that is committed to protecting consumers’ interests through information and education , and promoting fair trade practices Some information that can be found on CASE’s website include: general advice and shopping tips common tactics by dishonest businesses cases handled by CASE alerts on businesses that consumers have filed complaints against surveys and educational videos related to consumer rights laws on protecting consumer rights such as the ‘Sale of Goods Act’ and ‘Lemon Law’

13. 13 Lemon Law Lemon laws are laws that protect consumers against defective goods Consumers who purchased defective products unknowingly can request for the retailer to repair, replace, reduce the price or provide a refund