Consumer Rights and Responsibilities

1. Consumer Rights and Responsibilities HNB 4MI

2. Think About It: • Have you ever gone shopping for an outfit and having found the perfect garment noticed it had significant pulls and a lipstick stain on the neck? • Not to mention the gooey finger marks from a child's hand. • On the other hand, have you ever had the experience of having a garment fall apart after you laundered it for the first time?

3. Consumer Rights • As a consumer, it is important that you realize you do have rights: • For example, when you purchase an item of clothing your expectation is that it will not begin to fall apart after the first washing. • As a consumer you have the right to realistic expectations about the quality of the clothing, accessories, and makeup etc. that you purchase. • As well, you have the right to purchase garments etc. that are safe and will not harm your body. • You also have the right to be informed honestly about products and product advertisements. • You have the right to choice, as well as the appropriate pricing of products. • As a consumer you have the right to be heard, as well as the right to access product knowledge.

4. Shopping Manners • Customer carelessness such as jewellery pulls on garments, lipstick stains etc, theft, and returns are typically included in the hidden costs of a garment. • The retailer must either absorb such costs or pass the cost onto the consumer. • Have you heard the story about the consumer who wore a garment to a party and returned the garment the following day? Such practice is not only dishonest it is disrespectful of other customers, as well as the retailer. • Acting in a fair and honest manner, as well as understanding store policies, is the responsibility of every consumer. • For example, do you believe there is legislation that requires stores to accept returns or honour price differences two weeks after you have purchased an item? The answer is no. • Consumers are also responsible for handling and trying on merchandise in a careful and respectful manner. In other words, if a garment is too small do not force the zipper until it breaks. • Again, this form of consumer carelessness is included in the hidden cost of the garment.

5. Complaining Effectively • Being considerate of other shoppers, as well as sales associates is imperative when you are shopping. • If you have an issue with an item of clothing that requires resolution, make the experience easy for people to assist you. • In other words, begin the resolution process with a sales associate or manager. • If the issue is not resolved to your satisfaction, continue to move up the chain of command until you are satisfied. • However, as a consumer it is your responsibility to act in good faith. • Remember most stores and manufacturers want to satisfy customers who will continue to purchase merchandise.

6. Consumer Protection: • Consumers are responsible for knowing about and acting on their rights. • To assist them with this process, consumer and government agencies have been established. • While consumer agencies typically focus on consumer issues that are of relevance to their membership, government agencies typically develop standards and enforce consumer rights through regulations and laws. • An example of a consumer agency is the Consumers' Association of Canada (CAC) which was established in 1947. • The CAC's mandate is to defend consumers' rights and provide information for consumers, the government, and industry. The CAC encourages consumers to know their rights.

7. The Consumers' Association of Canada (CAC) seeks to uphold the following consumer rights: • The right to choice. • The right to be informed. • The right to safety. • The right to be heard. • The right to redress. • The right to consumer education. • The right to participate in marketplace decision making. • The right to have access to basic services. • The right to a sustainable environment. The Consumer's Association of Canada