4.4 Consumer law

• Consumer Rights Act, 2015 includes …

  • Returns of goods, refunds or replacements
  • Delivery of services
  • Quality
• Impact of Consumer Law on business :

  • Need to manage recalls, returns, replacements and repairs
  • Need for staff training
  • Need for effective quality management
  • Reputation management
  • Compliance costs
• Compliance costs 


  Businesses must ensure …

  • Labelling is correct
  • Consumers receive the correct volume of product
  • Products are safe and free from defects
  • Businesses can be fined or be required to pay compensation if products cause harm
• Quality management 


  • Quality assurance likely requires changes such as ..
  • Extensive staff training
  • Investment in machinery
• Management of returns


  • Faulty goods will need to be replaced or refunded
  • Recall notices may be required
• Staff training


  • Ensures staff behave fairly towards customers
  • Staff in production of goods need to be trained to identify and correct quality issues
• Reputation management


  Public relations can communicate with the media to reduce long-term impacts of reputation damage