Consumer Issues

Brian Russell

Exam expectations

Issues associated with Consumer Protection and analysing products are regularly tested in the written paper. You may also get asked about our responsibilities as consumers.

Analysing and testing

• Fitness for purpose• Ease of use• Safety• Reliability• Value for money…

Analysing and testing products is a key part of consumer protection:

Testing

• Quantitative Testing (measurable)

• Qualitative Testing (opinions)

• Sensory Testing (opinions)

Testing is done using several difference methods:

Testing During Production

• Testing Prototypes• Consumer trials• Testing properties of materials• Testing during production• Quality Control• Quality Assurance • Sensory testing

Testing is done at all stages of production:

Fair testing

• Tests need to be done under very strict guidelines to ensure every one is the same

Comparative testing

• Comparative testing is effective in determining which of several similar products are best for their intended use.

• The testing could vary from technical and objective, practical and subjective, or it could be a head-to-head comparison to determine ease of use, durability, or safety.

Comparative testing

• Ensure the criteria is the same for each product

• Ensure you understand what the products were meant to do

Regulations - guidance

• There are many Regulatory Bodies• Many of these are set up by manufacturing

groups, (FIRA Furniture Industry Research Association, British Glass Federation)

• They provide guidance for manufacturers and designers.

Regulations - guidance

• Trade associations – their guidelines are join us follow our rules

• They provide clear guidance for manufacturers and designers and undertake their own testing.

BEABApproved

Independent testers

• Independent bodies test many products before they are put on sale

• Work closely with BSI to develop new tests and highlight potential problems

Legislation – the Law

• The Trade Descriptions Act. (false claims)• The Weights and Measures Act. (accurate size,

weight, quantity)• The Consumer Safety Act.• The Consumer Protection Act. (harmful products)• The Sale of Goods Act. (Fit for purpose)

British Standards Institute

• BSI devises tests that products or components have to meet.

• It awards the Kitemark to those products that meet the standards.

International Organization for Standardization• ISO is the world’s leading developer of

International Standards.• ISO standards specify the requirements for state-

of-the-art products, services, processes, materials and systems.

• ISO standards are designed to be implemented worldwide.

ISO standards for companies

• Good conformity assessment, managerial and organizational practice.

• ISO 9000 is a standard laid down for companies with good quality management systems in place and is assessed and awarded by BSI

Conformité Europeenne

• Simply means that the product has been approved for sale in the European Union.

• Meets basic requirements but may not have been tested against specific criteria

• The letters 'CE' on a product are the manufacturer's claim that the product meets the requirements of all relevant European Directives.

CE marking – BSI interpretation• Indicates to governments that the product can be legally

sold within the European Union (EU) and the European Free Trade Area (EFTA)

• Ensures the product can move freely throughout the European Single Market

• Indicates to customers that the product meets designated minimum safety standards and therefore a minimum level of quality

• Promotes public health and safety • Enhances product credibility • Leads to improved sales and greater customer

satisfaction.

Consumer groups

• Comparative reports on products• Detailed specifications analysed• Independently tested• Value for money advice• Campaigns

Pressure groups

• Independent (often international) • Campaign on many issues such as genetically

engineered food products

Product maintenance

• Ever bought an electrical product and discovered that it needs batteries once you get home?

• Ever bought a product then discovered that it is cheaper to replace than repair?

Storage and handling

• There are lots of symbols found on products and their packaging to advise on storage and handling

INFLAMMABLE LIQUID

Product maintenance

• Many products have a life expectancy based on some degree of maintenance. One example of this would be the personal stereo.

• The batteries will need to be changed regularly and it is important that access is easy but secure.

Servicing• More complex products such as automobiles have

very detailed maintenance schedules. • Records are kept so that the manufacturer’s

warranty is valid. Only authorised garages can carry out the maintenance during the warranty period.

Servicing

• Some products display signs to indicate when servicing is due

Food products

• Food products often have a lifespan written into their specification and have specific storage requirements.

• ‘Use by ...’ or ‘best before end ...’ dates are found on most food products.

• There is a safety margin built into the specification to ensure that the product is fit to eat.

Care labels

• Clothing manufacturers have agreed an international code to assist with product maintenance.

• Care labels are an essential part of many textile products.

Maintenance Issues

Virus Scan

Disk clean

Wipe monitor and casing

Defragmentation

Back-up data

Delete unwanted files

Maintenance Issues

Tyre pressure checks

Oil chain/adjust

Adjust and oil bearings

Replace batteries in lights

Gear change oil/adjust

Brake wear/adjustment

Tyre wear/replacement

Maintenance Issues

Replace gripper strip

Check/replace wheels

Replace steering rubbers

Oil bearings

Maintenance Issues

Wash/clean

Remove stones from grip

Deodorise

Replace laces

Replace inner sole

Maintenance Issues

Wash/dry clean

Condition

Iron/press

Check seams/hems

Replace buttons/zips

Maintenance Issues

Recharge battery

Update phone numbers

Delete messages

Clean/replace cover

Load apps

Product disposal

Recycling symbol

Specific Material Information

Disposal of Waste Equipment

Green dot

Disposal – who pays?

Many products require expensive disposal methods

• Tyre dumps…• Fridge dumps…

Our responsibilities

• Is the quality right – how do you know?• Are you protected by law?• Are there maintenance issues?• How long is it designed to last?• How do you dispose of it?• Environmental impact?

Social responsibility

• Do these brands reassure you of the quality you expect or do they suggest exploitation of workers, environmental concerns or other moral issues?