Queries and complaints to Ireland’s consumer watchdog increased by 18% in the first six months of this year, with a total of 22,347 consumers contacting the CCPC helpline between January and June 2024.
The CCPC (Competition and Consumer Protection Commission) national consumer helpline offers free, independent information and support on consumer rights and personal finance.
Published this week, the CCPC’s Consumer Helpline Report details the key concerns of consumers across Ireland and the sectors and traders they struggle most with, with issues over faulty goods and services topping the list of consumer queries and complaints.
KEY STATISTICS
The top five sectors the CCPC was contacted about between January and June were vehicles and transport, which generated 2,904 contacts; telecommunications, 1,534; home building and improvements, 1,228; holidays and travel, 1,110; and clothing, footwear and accessories, 1,018.
Eir was the company most frequently identified by callers to the CCPC helpline with 356 contacts, followed by Ryanair on 269 contacts. In third place was Sky with 254 contacts followed by Vodafone which was mentioned by 239 contacts while Harvey Norman was in fifth place on 234 contacts.
Commenting on the importance of consumers knowing their rights, Grainne Griffin, CCPC Director of Communications, said: “Whether you’re buying a birthday card or a brand-new car, you have rights as a consumer, and the trader you’re buying from has certain responsibilities under the law.
“It can be tricky for consumers to understand their rights when something breaks down or a delivery doesn’t show up, and that’s where the CCPC can help. An informed consumer is an empowered consumer, and knowing your rights can make life easier when things go wrong.
“Traders who break the law can face fines and prosecution. Our enforcement officers use this helpline data to identify serious breaches of the law and patterns of non-compliance.”
ALMOST 5,000 CONSUMERS REFERRED TO THE SMALL CLAIMS COURT
In total, 4,900 consumers were referred to the Small Claims Court, almost 1,000 more than the same period in 2023. Topping the list of sectors most referred to the court were home building and improvements, with 624 consumers referred; and vehicles and transport, with 588 referred.
Commenting on the options available to consumers when things go wrong,Grainne Griffin said: “From January to June this year, we referred almost 5,000 consumers to the Small Claims Court, but many of our callers, like car buyers and those contacting us about issues with home improvements, are automatically excluded from this option due to the low claim limit.
“The Small Claims Court is only open to claims for €2,000 or less, and this is out of step with many of the most basic and unavoidable expenses faced by consumers today. This needs to change and we are advocating for this limit to be increased.”
SERIOUS FINES FOR SERIOUS OFFENCES
Speaking about punishment for law-breaking, Grainne Griffinadded: “Unscrupulous traders who rip off consumers make it harder for law-abiding businesses to survive. We’ll use all the powers available to us, up to and including prosecution, to detect and penalise lawbreakers – however, we know that the level of fines issued for breaches of consumer protection law is not always a deterrent, especially for large businesses.
“Changes to the law are needed to give the CCPC the power to impose larger fines for serious offences, for example fines that are a percentage of a business’s turnover.”
PERSONAL FINANCE
The report also reveals that 1,990 consumers contacted the CCPC with a question about personal finance. There were notable increases in consumer contacts relating to motor insurance and loans, while the page on PCPs (Personal Contract Plans) was the most-visited personal finance page on the CCPC website in the first half of this year.
CCPC CONSUMER HELPLINE
For consumer queries and complaints, contact the CCPC helpline on 01 402 5555 (Monday to Friday, 9am to 6pm) or via our contact us form or email ask@ccpc.ie.
The Competition and Consumer Protection Commission (CCPC) is the statutory body responsible for enforcing and promoting compliance with competition, consumer protection and product safety law, with new and expanding roles in digital and data regulation.
We make markets work better for consumers and empower consumers to make informed choices. For more information and tips on your rights, how to complain, managing your money and unsafe products, visit www.ccpc.ie.
