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

We have a consultation paper on proposed legislation to consolidate and update consumer laws. We have received some responses which we will examine. This will assist us in developing new legislation. We need to continue to focus relevant information on consumers. It is encouraging that 80% of consumers inquire about services or products and shop around. We have, therefore, a more discerning consumer.

Some of the negative aspects lie with the businesses involved. Up to 19% of businesses did nothing at all when contacted, while 46% of the issues raised remained unresolved. There are areas for improvement and the report will be a useful bedrock in this regard. Compliance with the law is one matter, but creating a culture within enterprise that sees quality of service to the consumer as one of the best ways of building loyalty and the retention of consumers is important, too. This research has some salutary lessons as to how businesses are responding to consumer complaints in practice. The report is a valuable benchmark on which we can build.

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