These study notes are summaries of what is required to know for Consumerism (IEB Grade 12) and are ordered according to the SAGS (Subjects Assessment Guidelines). They are colour coded, typed and are in detail. The following topics are covered: Consumer Complaints and Tax.
Consumer Complaints
Consumerism= Study about polices + regulations linked to protect consumer
Responsible consumers need gain information about product + be informed about product
This makes consumer pro-active when dealing with situations that may develop
Questions when you must complain about faulty goods: “What are your rights?”, “Do you have
any rights at all?” and “Can you get your money back?”
When buy goods we make a contract with the seller that is binding. You make promises to each
other- you promise to buy the good and the seller promises to supply us with goods that will do
the job required.
Consumer protection legislations, policies, consumer bodies and organizations are in place to
prevent unfair treatment.
Our Rights:
The goods must match their Eg: shirt labeled size 12 it must be aa size 12.
descriptions:
We also have the right to Goods must do the jobs they supposed to.
quality products: Eg: Food fit to be eaten.
Goods must be of merchantable Eg: Electrical goods must have guarantees/warrantees.
quality for a reasonable time:
The goods must be fit for their Goods must do the job you bought them for.
purpose: Eg: Glue does a specific job.
Goods always described but there situations when goods not have to be of merchantable quality:
1. When buying goods privately- “Private sales” column in newspaper is an example. Criminal
offence for trader to pretend to be private trader.
2. When the shop points out defects to you- Goods marked “shop soiled” or “seconds”.
Refunds
No legal right to demand for your money back.
Some stores depending on refund policy give you refund or credit note, but out of good will.
Evidence of purchase is needed. Eg: till slip, original packaging.
Important read refund policy before purchasing.
Procedure for handling problem situations:
Act Act as soon as possible when you have a complaint.
, Identify Identify the specific problem.
Keep Keep evidence Eg: damaged goods, receipts.
Decide Decide what action you will take.
Try Try to solve the problem directly with the person you dealt with or manager.
Further action Sales person or manager can’t help then take further action.
Start Start with the person at shop level then move up chain if necessary.
Complain Store not helping then contact manufacturer or supplier.
Avoid Avoid becoming emotional.
Compromise Compromise if felt like you contributed to the problem.
Time Allow time but set target dates by which you aim to resolve the problem.
Letter Write to the company but allow time for a response.
No reply If no reply send a follow up letter and copy of original.
Photocopy Photocopy all receipts, contracts and send attached to the original.
Settle Try and settle dispute yourself, but there are relative bodies that can help.
Third party Only use a third party once all other channels of complaints have failed.
How to avoid problems:
Find out as much about product or service before purchasing.
Don’t make hasty decisions/impulse buying.
Read guarantees/warrantees before buying.
Buy the best quality you can afford. Check for quality stamps.
Don’t sign contracts before reading the small print.
Don’t send mail order money to unknown person. Check authenticity.
Taking the matter further:
If complaining in proper way doesn’t work, put matter in writing to manager + keep copy
Letter in business letter form.
Letter include details of transaction and problems experienced.
Enclose copies of receipts showing transaction date.
Letter must be polite and must have a clear aim.
Look at business letter format in pack!
Channels for Consumer Complaints:
Dealers and Manufacturers:
Dealers: Go to dealer first if have complaint.
You must have proof of payment and goods in original condition.
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