chapter 5 being an informed consumer
TRANSCRIPT
Chapter 2 Food PresentationChapter 5 Being an Informed Consumer
AT A GLANCE
By the end of this chapter, you will be able to:• Define the term ‘consumer’• Identify the role and importance
of being a discerning consumer• Explain the rights and
responsibilities of a consumer• Discuss the appropriate course of
action when seeking redress as a consumer
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Chapter 2 Food PresentationChapter 5 Being an Informed Consumer
Consumer A person who buys goods and services for his or her own use
GoodsPhysical products that are produced for sale, e.g. groceries, stationery, mobile devices, clothes
Services Work offered in return for a payment by a person or company, e.g. hairstyling, cleaning services, public transport
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Being a consumer
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Providers of goods and services
Provider = seller of goods and servicesProvider
Definition Examples
Goods providers
People or companies who sell their goods to consumers
Hawker selling food, retail shop selling clothes, furniture shop selling furniture
Service providers
People or companies who get paid for the work or services that they do
Information counter staff, dentist, customer service officer
Goods and service providers
People or companies who sell both goods and services to consumers
Computer and electronics shop sells products and provides after-sales services
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A discerning consumer
• A discerning consumer is one who shows good judgement when making a purchase
• To be a discerning consumer, we need to:– Be well-informed
– Know our rights and responsibilities as consumers
– Know how to seek redress (seek compensation for a faulty good or poor service)
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Consumer rights
• Consumers are given certain rights when they pay for goods and services• These rights help to:– Protect consumers from being
exploited or cheated– Ensure that providers uphold the
quality of their goods and services
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Consumer rights
Consumer right
Description
Right to safety The right to be protected against unsafe products
Right to be informed
The right to receive accurate information on products and services
Right to choose The right to choose from a range of products and services that best meet their needs at fair and competitive prices
Right to be heard
The right to express their views regarding the goods and services received
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Consumer rights
Consumer right
Description
Right to seek redress
The right to seek compensation for shoddy goods and unsatisfactory services
Right to consumer education
The right to acquire knowledge and skills to help them make informed choices when buying goods and services
Right to satisfaction of basic needs
The right to access essential goods and services that satisfy their basic needs, such as food, clothing, shelter
Right to a healthy environment
The right to live and work in a clean and healthy environment that does not affect their well-being
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Consumer responsibilities
We can follow the steps below to be a responsible consumer when buying goods and services:
1. Be up-to-date2. Collect information on the product3. Decide on the product that you want to buy4. Check that the product is in a good condition
before paying5. Choose the method of payment6. Provide proof of purchase (receipt, warranty
card)7. Use the product properly8. Give feedback to your provider if the goods or
services are unsatisfactory
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Seeking redress
• When the goods we bought are faulty or the services we purchased are not up to standard, we can seek redress
• To seek redress for goods, we need to check:– The purchase date on the receipt – The validity period of the refund and exchange policy – The warranty card provided by the manufacturer
• If our purchase falls within the validity period of the refund or exchange policy, we can feedback to the company to seek redress
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Giving feedback
We can feedback to the company by:1. Writing a letter of complaint2. Making a complaint through email3. Filling in a feedback form (printed or electronic)4. Calling the customer service line
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Steps to seek redress
Faulty product or unsatisfactory services
Check the receipt, warranty information, refund policy and
exchange policy
Decide on the way to offer feedback:
Redress is successful
Redress is unsuccessful
Contact CASE
1. Send letter, email or feedback form to the company
2. Go to the store and speak to the salesperson or manager
3. Call the customer service line
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Consumers Association of Singapore (CASE)• CASE is an organisation that is committed to
protecting consumers’ interests through information and education, and promoting fair trade practices
• Some information that can be found on CASE’s website include:• general advice and shopping tips• common tactics by dishonest businesses• cases handled by CASE• alerts on businesses that consumers have filed
complaints against• surveys and educational videos related to
consumer rights• laws on protecting consumer rights such as the
‘Sale of Goods Act’ and ‘Lemon Law’
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Lemon Law
• Lemon laws are laws that protect consumers against defective goods
• Consumers who purchased defective products unknowingly can request for the retailer to repair, replace, reduce the price or provide a refund