Consumer advice service explained

Ruapehu Bulletin, Volume 12, Issue 584, 2 May 1995, Page 15

Consumer advice service explained

By

Pamela

Rogers,

Ministry of Consumer Affairs This year marks the 10th anniversary of the United Nations Guidelines for Consumer Protection on 15 March. The guidelines advocate the protection of consumer' s economic interests, the protection of consumers from hazards to health and safety and the availability of effective consumer redress. New Zealand is fortunate in having considerable legislation to protect consumers. However, success depends on consumers knowing their rights and obligations. This is where the Advice Service of the Ministry of Consumer Affairs assists. The service provides

information to consumers and gives help and advice to resolve consumer disputes where possible. A great reward for the Advice Service is to resolve a dispute between a consumer and a shop or business in a way that satisfies everyone. Recently an elderly woman phoned the Advice Service asking what she could do about an antique clock she had bought. She had traded in an old clock after being told it was beyond repair, but found the new clock was not much better. When she went back to the retailer, he wouldn't fix it. A repairer said her new clock would cost $50 to fix. And he said her old clock was mendable and was the better clock. This was not particularly helpful as now she was out of pocket and with a useless clock.

She could have taken her case to the Disputes Tribunal. But being very frail and not particularly mobile, she didn't wish to. This is where the Advice Service stepped in. We mediated between the consumer and the retailer and achieved a splendid outcome. The consumer received back the money she had paid towards the new clock, and an extra $25 for her inconvenience. And on top of this she was to keep the new, now fixed, clock. We are not always so lucky. Also recently we received a call from a chap who had purchased a car in a private sale. After a week the engine lost power and he was faced with repairs costing' thousands of dollars. The man had been really keen on buying

this particular car. He had paid cash, and although the car was advertised as roadworthy he had no record of the advertisement or of what the seller said about the car. He did not get a pre-purchase check, nor did he get an Autocheck. It was too late for us to help. If he had rung us earlier, we may not have prevented him buying his 'dream' car, but we could have warned him. We could have told him to have the car checked over by a qualified mechanic, and to contact Autocheck. We would have also suggested he got a written statement from the seller as to its condition, and that he kept all records of the transaction, Consumers have rights and it is important that PLEASE TURN TO PAGE 16

Consumer advice service explained

FROM PAGE 15 they know where to get information. Most probleiris happen because people are not fully aware of their rights and obligations. Often the problem is compounded because they don't seek assistance immediately they know something is amiss. There is information available to help consumers make careful and informed purchases. The Ministry of Consumer Affairs has an advice service operating Monday to Friday between the hours of 10am and 4pm. It has a free- phone, so there is no charge to consumers who want help. The Citizens Advice Bureaux and Community Law Centres can also give free advice. Pamphlets both on the Ministry' s services and on laws affecting consumers are also available from those sources and Link Centres. If you have any questions or problems, contact your local Citizens' Advice Bureau, Community Law Centre or ring the staff at the Advice Service of the Ministry of Consumer Affairs, toll-free on [04] 473-4490.