www.consumercouncil.org.uk
The Role of the The Role of the Consumer CouncilConsumer Council
making the consumer voice heard
www.consumercouncil.org.uk
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
www.consumercouncil.org.uk
About the Consumer CouncilAbout the Consumer Council
“Making the consumer voice
heard and making it count”
Our mission statement:
www.consumercouncil.org.uk
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.
www.consumercouncil.org.uk
Our core aimsOur core aims
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.
www.consumercouncil.org.uk
Our core aimsOur core aims
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.
www.consumercouncil.org.uk
Our core aimsOur core aims
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.
www.consumercouncil.org.uk
Our core aimsOur core aims
Fit for purpose and delivering value for money
The Consumer Council is committed to using our resources effectively, efficiently and strategically.
www.consumercouncil.org.uk
How we workHow we work
• Carry out research & investigations
• Lobby Government and service providers
• Influence debate on key consumer issues
• Campaign for improvements
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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.
www.consumercouncil.org.uk
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.
www.consumercouncil.org.uk
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
www.consumercouncil.org.uk
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
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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
www.consumercouncil.org.uk
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
www.consumercouncil.org.uk
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
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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
www.consumercouncil.org.uk
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
www.consumercouncil.org.uk
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.
www.consumercouncil.org.uk
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.
www.consumercouncil.org.uk
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
www.consumercouncil.org.uk
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.
www.consumercouncil.org.uk
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)
www.consumercouncil.org.uk
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