Richard Bruton (Dublin North Central, Fine Gael) | Oireachtas source

Consumer detriment is a measure of the loss experienced by consumers where they have cause to complain about a product or service. The study referred to by the Deputy examines the number and range of problems across the whole economy, as well as in specific sectors. It is the first time a study of this size and scope has been conducted in Ireland. This is an important benchmark study which will help the new Competition and Consumer Protection Commission to identify the problems affecting consumers and to focus its resources on areas of most importance.

Benchmark figures included in the report show that the majority, about two thirds, of consumers do take action when they have a problem, with a significant number of issues being resolved. The majority of consumers also feel confident and knowledgeable of their consumer rights. Clearly, it is an aim of public policy to improve on the benchmark established for consumer detriment.

The Competition and Consumer Protection Commission is continuing to combat consumer detriment. Examples of its work include the ongoing car clocking investigations, an examination of unfair terms in consumer contracts and direct engagement with business. Its consumer helpline dealt with over 50,000 calls in the past year from consumers who had experienced a problem

This is an important study and will be a benchmark. Clearly, the figures are of concern, with 44% of consumers reporting they had experienced consumer detriment. We need to get that figure down. The cost is estimated at €209 per person surveyed, which comes to €500 million a year. There is a significant target for improved work by the commission to focus on and build a stronger market that defends consumers more effectively.

See this speech in context