chapt 5

• A consumer can be defined as a person who buys goods and services for his or her use. Hence, everyone can be a consumer.
• Goods are physical products that are produced for sale. They can be seen and touched. Examples of good are mobile phone and clothes
• Services are work offered in return for a payment by a person or company. They are non-physical as they can't be seen or touched. Examples of services include hairstyling, cleaning services and different modes of public transport.
• Good providers are people or companies who sell their goods to consumers. Examples include NTUC.
• Service providers are people or companies who sell their services to consumers and they are paid for the work that they do.
• Goods and service providers are people or companies who sell both goods and services to consumers. Examples include A restaurant where the goods they sell is food and the service they sell is the waitress providing table service
• Consumers are given certain rights when they pay for any goods or services. These rights help to protect consumers from being exploited or cheated. It is also to ensure that the providers uphold the quality of their goods and services
• Right to safety: Consumers have the right to be protected against unsafe products. Products should function properly and not cause injury when used correctly
• Rights to be informed: Consumers have the right to receive accurate information on products and services. Information from advertisements, product labels and user manual should not be msileading.
• Right to choose: Consumers have the right to choose from a variety of products and services that best meet their needs at fair and competitive prices
• Right to be heard: Consumers have the right to express their views to goods and/or service providers about the goods and services received. They also have the right to express their views to the government about consumer issues and policies
• Right to seek redress: Consumers have the right to seek compensation for shoddy goods and unsatisfactory services. Goods and services providers can replace faulty products or offer a refund.
• Right to consumer education: Consumers have the right to acquire the knowledge and skills to help them make informed choices when buying goods and services. The government and consumers association of Singapore work together to provide these knowledge and skills to consumers
• Right to satisfaction of basic needs: Consumers have the right to access essential goods and services that satisfy their basic needs. These include Food, Education, Clothing, Healthcare, Shelter, Sanitation, Water, Public Utilities
• Right to a healthy environment: Consumers have the right to live and work in a clean and healthy environment that does not affect their well-being. Individuals should do their part in caring for the environment and limiting pollution.
• Consumer Responsibility:
• Consumer Responsibility

  Be up to date: Find out the latest information and consumer updates.
• Consumer Responsibility

  Collect information: Research on the product and compare the different options and prices available
• Consumer Responsibility

  Decide what to buy: Make informed decisions and choose the product you want to buy
• Consumer Responsibility

  Check before paying: Check that the goods you purchased are in an acceptable condition.
• Consumer Responsibility

  Decide how to pay: Choose the method of payment
• Consumer Responsibility

  Provide Proof of purchase: Ask for a receipt and fill out and send in the warranty card
• Consumer Responsibility

  Use properly: Read the user manual and instructions and learn how to use and care for the product
• Consumer Responsibility

  Give feedback: Give feedback to your provider about unsatisfactory goods or services
• In order to seek redress, check the purchase date on your receipt, the validity period of the refund or exchange policy of the store, and the warranty card provided by the manufacturer
• The exchange policy allows us to exchange the faulty product for new one
• The refund policy allows the amount of money we have paid for the faulty product to be returned to us
• If our purchase falls within the validity of the period of the refund or exchange policy, we can decide how to express our feedback. We can provide feedback in person (going to the store and speaking to staff), writing (includes letters, emails and feedback form) or telephone (which is calling the customer service line)
• Writing a letter of complaint guidelines:

  • State the sender and recipient's name and address
  • Use a formal tone
  • Provide the necessary information like where and when the product was bought, and detailed information about the product like the model number, colour, size and serial number.
  • Gather all the facts and state the reason for the complaints clearly
  • State politely what actions you want the addressee to see
  • Enclose copies of any relevant documents like the receipts.
• Make a complaint through Email.

  • Provide a short description of the subject matter
  • Provide information like the date and time
  • Provide necessary information on the service experienced.
  • State what action you want the addressee to take
  • Enclose copies of relevant receipts
• Fill in a feedback form:

  • Consumers can also fill in feedback forms that are provided by consumers
  • Feedback forms can be printed or electronic
• Fill in a feedback form:

  • Consumers can also fill in feedback forms that are provided by consumers
  • Feedback forms can be printed or electronic
• Call the customer service lines:

  • Most companies have a customer service line for consumer to communicate their feedback
  • When calling the customer service line, be sure to state the situation and supporting facts clearly
• Steps to seek redress:

  Product is faulty - > Check the receipt, warranty information, refund policy and exchange policy - > decide on the ways to offer feedback : 1. Send a letter, email or feedback form to the company. 2. Go to the store and talk to the salesperson or manager. 3. Call the customer service line. - > Redress is successful/ Redress is unsuccessful - > Contact CASE (Consumers Association of Singapore)
• Successful redress means getting our faulty product refunded or replaced with a working one. When our redress is unsuccessful ( store does not give us a refund or exchange for faulty product), we can file a complaint with the consumer association of Singapore C. A. S. E
• Case is an organisation that is committed to protecting consumers interests through information and education and promoting an environment of fair trade practices. Over the years, CASE has actively provided Singaporean consumers with information and survey results to educate them so that they know how to protect their right as consumers.
• On the CASE websites, consumer can find:

  • General advice and shopping tips to make informed choices
  • Common tactics adopted by unscrupulous business that consumers should be aware of
  • Examples of cases handled by the organisation
  • Survey and educational videos related to consumers right
  • Laws on protecting consumers, such as the 'sales of good act' and 'lemon law'
• Lemon Law: The lemon law took effect on 1st September 2012. Consumers who purchase defective products from retailers unknowingly can request for the retailer to repair, replace, reduce the price or refund the defective product
• Sources of information: Advertisement, salespeople, friends and family, review and product label
• Advetisement are messages used to inform, persuade and influence consumers to buy a certain product or service. It is the easiest and most convenient way for consumer to obtain information

  Advantage:

  • It provides general informations about the product
  • Highlights the feature of the product

  Disadvantages:

  • Information may be biased as it only mention the good points