the role of the consumer council making the consumer voice heard

www.consumercouncil.org.uk

The Role of the The Role of the Consumer CouncilConsumer Council

making the consumer voice heard


About the Consumer About the Consumer CouncilCouncil

Statutory body set up in 1985

Non-Departmental Government Body funded by Department of Enterprise, Trade and Investment (but with independent voice)

14 board members and over 40 employees


About the Consumer CouncilAbout the Consumer Council

“Making the consumer voice

heard and making it count”

Our mission statement:


Our core aimsOur core aims

Delivering consumer knowledge, skills and information for all

We believe that the most sustainable way of protecting consumers is to give them the knowledge, skills and confidence they need to make the best buying decisions, speak up when things go wrong, know who to go to for help and to know how/where to get value for money.



Championing and protecting the interests of all consumers

To ensure our work is connected and relevant the Consumer Council regularly engages with consumers and their representatives .

We represent consumers needs and interests with key decision takers and policy makers.



Driving change to benefit consumers

We drive forward consumer protection frameworks with the Government and businesses at a local, national, European and international level and promote best practice to ensure a fairer deal for consumers.



Enabling consumers to make responsible choices

Our challenge is to help consumers understand how our choices today may impact on tomorrow’s world and create a better understanding of responsible consumerism and sustainability issues.



Fit for purpose and delivering value for money

The Consumer Council is committed to using our resources effectively, efficiently and strategically.


How we workHow we work

• Carry out research & investigations

• Lobby Government and service providers

• Influence debate on key consumer issues

• Campaign for improvements


Super-Complaint Super-Complaint StatusStatus

In 2005 the Consumer Council became the first and only organisation in Northern Ireland (and one of only eight in the UK) to be granted super-complaint status under the Enterprise Act 2002.

This gives us specific powers to examine areas of the market place that we believe are not working in the best interests of the consumer and to refer these to the Office of Fair Trading for further investigation.

To see how we’ve already put these powers into action, visit our website and click on the newsroom section to view press releases for our Unfair Bank Charges campaign.


Areas we coverAreas we cover

Our functions include:

consumer affairs;

consumer education; and

consumer support and complaints handling for consumers of electricity, natural gas, coal, transport (including trains, planes, ferries and buses) and water.


Making a difference for Making a difference for public transport users:public transport users:

The Consumer Council works to put consumers needs at the heart of public transport planning

Saturday 18th October 2008

Consumer body urges

Translink

to review fares

Give us a fare deal, Translink is urged Thursday 23rd October 2008

Thursday 23rd October 2008

Translink urged to cut fares

Thursday 7th August 2008

More money misery for the hard-pressedpublic as bus and train fares rise by 5%

Taxi guide aims to help root

out illegal operators

Thursday 3rd July 2008


Making a difference for aking a difference for banking customers:banking customers:

Over 10,000 consumers downloaded our “Stop Unfair Charges” packSmoke and

mirrors hide true cost of bankcharges – Consumer CouncilThursday 19th April 2007

Banks will be forced to comeclean on feesWednesday 16th May 2007

Consumer power reaps more

results in banking market

Thursday 31 May 2007 Thursday 15th May 2007Victory for consumers in banking probe

Ulster’s ‘BigFour’ banks set to facethe music Monday 14th May 2007


Making a difference for Making a difference for energy consumers:energy consumers:

Consumers were saved around £25million when the Consumer Council successfully challenged an unfair price increase proposed by Phoenix Natural Gas

Yet more misery for hard-hitfamilies as power prices soarThursday 29th May 2008

Gas price hike

could add £129

per year to bill

Thursday 24 April 2008

Gas and electricity bills spark boisterous debateMonday 15th September 2008

IS THE RISE INELECTRICBILLS REALLYJUSTIFIED?

Friday 19th September 2008

Wednesday 28th May 2008

Power pricessurge14% hike follows gas,petrol, food, mortgagesand oil price increases


Making a difference for Making a difference for energy consumers:energy consumers:

We’ve worked hard to open up Northern Ireland gas and electricity markets to competition

Holding theregulator to account over gasPricesMonday 5th May 2008

Company urged to get ontrack with value for moneySaturday 27th September 2008

Review of gas prices givenwarm welcomeSaturday 25th October 2008

Friday 19th September 2008

No escape from an energyprice hike despite probe

All-Ireland power market‘offers Ulster a good deal’

Monday 22nd January 2007


Making a difference for Making a difference for customers of NI Water:customers of NI Water:

The Consumer Council successfully influenced the introduction of a unique £35 million water affordability tariff to protect low income households

Watchdog welcomes

tap tax deferment Thursday 30th November 2006

Consumer body plea fortap tax deal

Wednesday 14th March 2007Water charges WILL increase povertyThursday 3oth November 2006

Politicians ‘must take responsibility for Province’s water’ Assembly needs to act

SINKOR SWIM

Thursday 28th November 2008


Raising consumer skills and Raising consumer skills and confidenceconfidence::

Regular press and media activity means that consumer skills are kept in the public eye

Knowing your rights

can save £200 a yearWednesday 12 March 2008

Canny consumers keep money in their pockets

Thursday 13th March 2008

Cool customers keep businesses on their toesWednesday 4th June 2008

Pupils learn to manage finances

Consumer body give helping

hand to improve our poor

financial skillsFriday 21st November 2008


Targeting our work to help Targeting our work to help disadvantaged consumersdisadvantaged consumers

The groups we have identified as being disadvantaged are:

Older consumers

Young consumers

Consumers living on a low income or living in areas of social need

Consumers with a disability

Consumers from an ethnic or minority group

Our research shows that these groups tend to be less aware of their rights, less confident about complaining when things go wrong and less aware of where to go for help with consumer problems.

Source: Well, what do consumers know now? The Consumer Council, March 2008


Raising consumer skills and confidence

All our information and resources are produced so that they are:

• Easily understood (plain English, no jargon)

• Available in alternative formats (eg translations, Braille, larger font, audio cassette)

We distribute timely and relevant information as widely as possible using a variety of methods including:

• Leaflets

• Website resources

• Press and media coverage

• Exhibitions, events and presentations.


Raising consumer skills and confidence

We work with and develop information and resources for:

Schools and colleges

Youth groups

Adult learners

Voluntary and community groups

Retailers, businesses and service providers.


Raising money management Raising money management skillsskills

Our research also shows that NI consumers tend to be less able than the rest of the UK to:

make ends meet

keep track of finances

plan ahead

choose the best financial product

(eg loans, mortgages, insurance)

save for big events, purchases and unexpected bills.

Source: Managing Money – How does NI add up?

Consumer Council, Sept 2007


Raising money Raising money management skillsmanagement skills

Helping to address these issues, we facilitate the NI Financial Capability Partnership which:

Acts as a strategic focus for financial capability work

Takes forward priority areas identified in the Financial Services Authority UK Strategy in Northern Ireland

Identifies and coordinates priority areas of work

Helps to avoid duplication

Provides opportunities to share ideas and resources.


Queries and ComplaintsQueries and Complaints

For help with queries and complaints about electricity, natural gas, coal, public transport, water and sewerage

The Consumer CouncilThe Consumer Council

Complaints line:

0800 121 6022

For help with all other consumer queries and complaints eg clothes, furniture, building work, cars, fitted kitchens, scams…

ConsumerlineConsumerline

Helpline: 0845 600 62 62

(managed by Trading Standards Service)

Website: www.consumerline.orgwww.consumerline.org

(managed by the Consumer Council)


Other sources of Other sources of consumer help and adviceconsumer help and advice

Your nearest branch will be listed in the phone book

For goods or services purchased from shops or suppliers based in Belfast, you can contact or visit the Consumer Advice Centre

14 Wellington PlaceBelfastBT1 6GETel: 028 9032 8260Fax: 028 9023 7675

the role of the consumer council making the consumer voice heard

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