FAMILY & COMMUNITY STUDIESFALL 2015

Consumer Rights and Responsibilities

Consumer--Definition

Any person, or group of people (i.e. household) who purchases a good/product or service. Goods: physical items (clothing, exercise equipment,

car, food, etc.) Service—performed by a professional with specific

expertise/skills (doctor, dentist, car mechanic, personal trainer, babysitter)

Caveat emptor

Latin translation—”Let the Buyer Beware”The phrase caveat emptor arises from the

fact that buyers often have less information about the good or service they are purchasing, while the seller has more information.

Defects in the good or service may be hidden from the buyer, and only known to the seller. Thus, the buyer should beware.

Rights vs. Consumer rights

Right—1. A just claim or title

1. Ex. You have a right to say what you please

2. That which is due to anyone by just claim, legal guarantees, moral principles, etc.1. Ex. Women’s

rights, consumer rights

Consumer rights What every consumer

should expect from people selling goods and services

Consumer Rights

Consumers depend on the market for almost everything, even basic needs

Has often led to consumer exploitationRights outline what manufacturers and

dealers should NOT do to consumers

Eight Consumer Rights

Consumers Have the right to:

Safety Protection from products and services that are hazardous to their health.

Information Have provided for them information that ensures all product statements are accurate and truthful.

Choice A wide selection of goods and services at fair prices.

Be Heard A voice in the creation of laws and the development of goods and services.

Eight Consumer Rights (con’t)

Consumers have the right to:

Redress Request money or other benefits as fair compensation for a company’s mistake.

Education Have access to programs and information that help make better buying decisions.

A Healthy Environment Live and work in an environment that does not damage their health.

Have Basic Needs Met Fundamental right of access to food, water and shelter.

SCENARIOS

Violation of Consumer Rights

Scenario #1

One day, Thomas’ whole family had what they thought was the flu. While sick in bed, Thomas was watching the news and saw that all spinach had been recalled from grocery stores because it was contaminated with E. Coli. His family had eaten a spinach salad with dinner the night before.

Which consumer right do you think was violated?

Answer: Scenario #1

The Thomas family was NOT treated justly because they were sold a product that was not safe. In this case, there was nothing the family could have done as we all have the right to assume the food we buy is safe.

Which right was violated?The right to safety.

Scenario #2

Erica bought herself a new pair of jeans on sale without trying it on first. When she tried it on at home, the jeans were too big. She looked at the tag, and sure enough, the jeans were a size larger than the size on the price tag. When she tried to return it, she was told she couldn’t because the jeans were bought on sale.

Which consumer right was violated?

Answer: Scenario #2

Answer: Erica was not treated correctly in that the product she bought was not actually what she thought she was buying. It was a misrepresentation. The tag attached to the jeans said the size that she needed. There is no reason she would need to think the pants were a different size. The store should have let her return the jeans.

Which right(s) were violated? Right to information and redress

Consumer Responsibilities

Definition—Actions you must take to make sure that: You are well informed before buying a good/service You get what you pay for Any problems with a good/service are solved quickly and to

your satisfaction.It is not the responsibility of the market/govt to

provide consumers with detailed information. A Consumer must take responsibility to become

informed.Based on ethics and rationale (what makes sense)

Eight Consumer Responsibilities

Consumer’s responsibilities:

Safety Use the product safely, following all safety instructions and remaining alert for future warnings.

Information Analyze and use information about products wisely.

Choice Choose carefully.

Be Heard Express concerns to those who can help.

Eight Consumer Responsibilities(con’t)

Consumers’s responsibilities:

Redress Make the effort to seek compensation for a wrong.

Education Learn about the changing nature of products—consumer education is a lifelong responsibility

A Healthy Environment Make choices that minimize the environmental impact of your purchase on others.

Have Basic Needs Met Consume sustainably, so as not to prevent others from meeting their own needs.

SCENARIOS

Negligence of Consumer Responsbility

Responsibility: Scenario #3

Damon has not been feeling well for a week. He goes to the doctor and finds out he has strep throat. He then goes to the pharmacy to pick up his prescription. The pharmacist asks Damon if he would like to go over the drug information with him. Damon responds no, as he would rather go to bed than stand there any longer. The pharmacist tells him to please read the enclosed pamphlet about the medication when he gets home. Damon does not. He then becomes very nauseous and after a few days, he goes to the doctor again. The doctor tells him it is because he did not take the prescription on a full stomach, as the pamphlet told him to.

Which responsibility was not exercised?

Answer: Scenario #3

Answer – Damon did not act responsibly because he did not read the pamphlet. He should have informed himself about the medications before taking them. Damon could have saved himself feeling even sicker and also saved his doctor’s time if he had done this.

Consumer responsibility: Safety/Information (use product safely, follow all written instructions)

Responsibility: Scenario #4

Ashley witnessed an employee act in a very rude manner to the customer in line ahead of her at the sub shop. This behavior upset Ashley, but she chose to not say anything to anyone.

Which consumer responsibility was not exercised?

Answer: Scenario #4

Ashley did not act responsibly by not addressing the behavior she witnessed. Ashley should have told someone about the treatment of customers from this employee. Whether it be writing a letter or asking to speak to the manager either in person or on the phone. It is not fair to future customers to potentially be treated the same way, nor is it fair to the business to employ someone like this, as they may not be aware of the employee’s behavior.

Responsibility: Be heard (express concerns)

Independent Practice

Read over the 5 scenarios—indicate which right and/or responsibility is being addressed in each scenario.

Submit by the end of the class period.