Consumers
The 8 Consumer Rights
On 15th March 1962, President John F. Kennedy championed consumer rights to the US Congress. This was the first time in history that a politician had set out such principles. In the years to follow, the consumer movement refined this vision into a set of eight basic consumer rights*.
These now define much of the work carried out by consumer organisations such as the NCF. The eight consumer rights are:
- The right to satisfaction of basic needs – to have access to basic, essential goods and services such as adequate food, clothing, shelter, health care, education, public utilities, water, and sanitation
- The right to safety – to be protected against products, production processes and services that are hazardous to health or life
- The right to be informed – to be given the facts needed to make an informed choice, and to be protected against dishonest or misleading advertising and labelling
- The right to choose – to be able to select from a range of products and services, offered at competitive prices with an assurance of satisfactory quality
- The right to be heard – to have consumer interests represented in the making and execution of government policy, and in the development of products and services
- The right to redress – to receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services
- The right to consumer education – to acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them
- The right to a healthy environment – to live and work in an environment that is non-threatening to the well-being of present and future generations
*Source: Consumers International
Consumer Trust
How do you know who you can trust?
The internet has changed the way that consumers interact with businesses. There are numerous trust schemes, which offer ratings, reviews and ‘approval’ for products and services. These influence levels of trust and the way we make choices.
In 2013, the NCF investigated this issue by conducting a study of 12 online trust schemes. Our research examined what constituted a ‘good’ trust system from the consumer perspective. Our findings were published in a report ‘Trust Schemes for Consumers’, which analysed the practices being used by trust schemes, and the impact these might have on consumers.
We identified five key elements needed to support and maintain consumer trust in a ‘good’ trust scheme:
- Creation and maintenance of a detailed code of practice for the operator of the scheme and those participating
- Monitoring and assessment against the code
- Complaints handling and escalation process available to consumers using the scheme
- Consumer feedback and choice systems
- Regular assessment of the trust scheme against the four preceding elements on behalf of consumers by the consumer movement
Consumers with vulnerabilities
Speaking up for consumers with vulnerabilities
All consumers are different. Our ability to deal with certain transactions or communications can vary from person to person, and from day to day. Anyone can be vulnerable at any time. Consumer vulnerability can be caused by a variety of factors, such as illness, disability, or a change in personal circumstances such as bereavement.
Consumers in vulnerable circumstances might make incorrect or inappropriate decisions leading to financial loss, exploitation or other detriment. For example, they might be unfairly denied access to a product or service that they want, or end up with something that is unsuitable for their needs.
The NCF speaks up for all consumers, but particularly those who may be vulnerable due to age, disability, health or circumstance.
We want to stamp out unfair and inflexible practices that exacerbate problems, and lead to detriment, for vulnerable consumers. For example, poor accessibility and communications, unclear terms and conditions, misuse of personal information, unfair targeting and abuse of market dominance.
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