A new report has detailed the money, time and peace of mind lost by consumers in Ireland when things go wrong with goods and services.
A survey of more than 4,500 consumers asked them to recall issues that had cost them money, caused them stress, or taken up their time in the previous 12 months. Competition and Consumer Protection Commission (CCPC) researchers used this to estimate the level of consumer detriment in Ireland.
Understanding Consumer Detriment in Ireland – key findings
Of 4,537 consumers surveyed:
- 39% reported experiencing detriment
Of that 39%:
- 81% reported being at least moderately stressed by the issue
- 62% spent some work time resolving their issue
- 10% were still experiencing an issue more than 6 months later.
The estimated financial loss to consumers for their most serious issues came to €968m.
On a more positive note, the survey found that when consumers contacted the trader about the issue, 1 in 8 had the issue resolved in under a day, 1 in 3 in under a week.
CCPC Chair Brian McHugh said: “People should be able to rely on the goods and services they buy – and if things do go wrong, their right to redress is set out in consumer protection law.”
“This report measures the cost to consumers in terms of money and time, but also the stress caused by problems with goods and services. It reaffirms the work we’re doing and will help us direct resources to areas where consumers are most at risk.”
“We will use all the tools at our disposal to protect and empower consumers. New laws and more resources mean we can increase inspections, increase enforcement and ultimately save consumers money, time and stress.”
What can consumers do?
- Know your rights: go to ccpc.ie to learn how the law protects you when things go wrong.
- Go back to the trader: your contract is with the shop or service provider you bought from, not with the manufacturer.
- Act fast: while you can have up to six years after purchase to get redress for a fault, the sooner you act the better.
- Call the CCPC helpline: ring 01 402 5555 for information on your rights, how to complain, and where to get help.
