Written answers

Wednesday, 30 April 2008

Department of Enterprise, Trade and Employment

Consumer Protection

8:00 pm

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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Question 29: To ask the Minister for Enterprise, Trade and Employment if he is satisfied with the work to date of the National Consumer Agency; and if he will make a statement on the matter. [16547/08]

Photo of Micheál MartinMicheál Martin (Cork South Central, Fianna Fail)
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The National Consumer Agency was established on a statutory basis on the commencement of the Consumer Protection Act 2007 on the 1st May 2007. The Act gave the Agency a significantly expanded remit with specific functions in areas such as consumer advocacy, research, information, education and awareness and enforcement.

In the 12 months since its establishment, the Agency has been very active in the exercise of its expanded remit. For example, in the area of consumer information, the Agency has undertaken high profile campaigns to inform consumers about their rights, including the Shoppers' Rights Card and the Know your Rights campaigns which have resulted in a doubling of calls to the Agency's dedicated helpline to almost 70,000 calls in 2007 alone. In addition the Agency has produced a range of booklets to advise consumers of their rights including advice in relation to Toy Safety, Buying a Car etc.

In the area of consumer awareness, the Agency has dedicated considerable resources in the last year to raising the awareness of consumers in relation to the price that they pay for goods and services, particularly in relation to the price of grocery items. The Agency's latest Grocery Price Survey, the results of which were published at the end of February 2008, represented the most comprehensive survey of grocery prices and retail grocery outlets conducted in Ireland with the exception of the surveys carried out by the Central Statistics Office. Research carried out by the Agency has found that a significant number of consumers have already changed their shopping behaviour on the basis of the results of the Agency's surveys. The Agency is committed to continue to conduct such surveys so as to provide consumers with the necessary information to enable them to make informed choices in relation to where they can get the best value for the goods that they buy.

In the area of advocacy, the Agency has been particularly active in advocating the consumer's case on a range of issues and with a number of different traders. In this regard, the Agency successfully negotiated on behalf of 2,500 concertgoers with the promoter of a concert for varying levels of compensation arising out of difficulties experienced at that concert. The Agency also successfully intervened to advocate on behalf of consumers who had booked flights to the USA at a particular price which the airline was not prepared to honour. The Agency is currently advocating on behalf of broadband users and is working in co-operation with the Advertising Standards Authority of Ireland and the Communications Regulator to address difficulties in relation to the manner in which broadband services are advertised, particularly in the areas of service delivery and performance. Another advocacy initiative undertaken by the Agency was the establishment of its Stakeholder Forum on Multi Unit Developments. The aim of the Forum is, through the involvement of the various stakeholders, to try to address some of the problems being experienced by dwellers of Multi Unit Developments. As a result of the work of the Forum, the Agency hopes to publish specific Guidance and Educational material to assist Multi Unit Development dwellers.

In the area of research, the Agency has commissioned a major piece of research in relation to the home construction industry and the problems faced by consumers in relation to certain aspects of that industry. The Agency expects to publish the results of this research before the end of the year.

As regards enforcement, the Agency has sought to concentrate its enforcement efforts in those areas where there is greatest consumer detriment. A particular focus has been placed on the area of "car clocking" which is of serious concern. The Agency successfully prosecuted one car dealer and obtained a formal undertaking from another dealer to cease the practice of car clocking and to compensate customers who had been adversely affected by the practice. The Agency intends that car clocking will continue to be a priority. The Agency has also been very active in the area of product safety and in particular in relation to the process of product recalls. The Agency has focused particularly on toy safety and in this regard recently convened a major seminar on toy safety.

As regards other enforcement activity, the Agency has successfully prosecuted 11 traders for breaches of Consumer legislation and served 12 fixed payment notices since the commencement of the Consumer Protection Act in May 2007.

I am satisfied that the Agency is embracing the full breadth of its statutory remit and is acting as a forceful advocate on behalf of consumers. I wish to pay tribute to the Agency and its staff for the manner in which they are redressing the balance of power more towards the consumers. I am confident that the Agency, working on behalf of Irish consumers, will ensure that the consumers' interests will continue to be at the forefront of the national agenda.

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