CONSUMER RIGHTS &
RESPONSIBILITIES
JUST IMAGINE…
You just bought a
brand new iPod Touch
from Best Buy
yesterday.
When you got home,
however, you tried it
out only to find that
you could not hear a
sound!
What do you
do?
7 CONSUMER RIGHTS
1.
2.
3.
4.
5.
6.
7.
Right to be heard
Right to choose
Right to service
Right to safety
Right to be informed
Right to have problems corrected
Right to consumer education
1. RIGHT TO BE HEARD
 Consumers
who have complaints about
products or services have a right to be heard.
 Businesses rely on customer satisfaction.

Think About It:
What happens if a business does not listen to the
concerns of its customers?
2. RIGHT TO CHOOSE
 Because
the U.S. has a market economy,
its consumers can choose from a wide
variety of goods and services.
 Businesses compete with each other to sell
their products to consumers.
 Competition provides choices.

Think About It:
What would happen if there was no competition?
What if AT&T was the only cell phone provider
out there?
3. RIGHT TO SERVICE
 Customers
have the right to be treated in a
respectful and courteous manner.
 You have the right to:
 Expect
prompt delivery of goods/services
 Expect goods/services that meet the standard of
quality a business claims
 Be served without discrimination

Think About It:
When laws or regulations protect you from
discrimination, what are the personal characteristics
they usually include?
4. RIGHT TO SAFETY
 Product
liability is the legal responsibility
that manufacturers have to make a safe
product.
 Federal laws ensure that clothing, food, toys,
and other items meet product-safety
standards and will not harm consumers.

Think About It:
Think about current events in the news. Which
company has been in the news over the last several
months because they violated our right to safety?
5. RIGHT TO BE INFORMED
 Consumers
have the right to receive
accurate information.
 Businesses are required to provide certain
details about their product.
 Companies provide this information
through product labeling.

Think About It:
Consumers can make wise decisions only if they
have the information they need. What do you
look at when you make decisions to buy products?
6. RIGHT TO HAVE PROBLEMS CORRECTED
 If
a customer takes a defective item back to
a store with a receipt, the business will
usually replace it or issue a refund.
 If not, consumers can write to the
manufacturer for a resolution.
 If the manufacturer will not help, the
consumer may need to contact a government
agency.

Think About It:
Companies will usually issue a replacement or a
refund. In what situation might the company deny
a refund?
7. RIGHT TO CONSUMER EDUCATION
 Consumers
have the right to learn how a
market system works.
 You should know:
 How
to get the best value and satisfaction for
your money
 Different stores might charge different prices
 How to comparison shop to find the best buy

Think About It:
Why might Store A charge a higher price for the
same item that is sold at Store B? How can you do
your best to ensure you get the best price for the
item you want?
SHOW WHAT YOU KNOW!
 Match
the consumer issue with the
appropriate consumer rights.
CONSUMER
RESPONSIBILITIES
6 CONSUMER RESPONSIBILITIES
1.
2.
3.
4.
5.
6.
To be informed
To choose carefully
To be reasonable
To report unethical behavior
To be involved in consumer advocacy
To be honest
1. TO BE INFORMED
Responsible consumers find and use available
information.
 When you shop for:

Food – read product labels for nutritional information
 Clothes – read labels to find out what materials are
used and how to clean them
 Major Purchases – read fact sheets and consumer
magazines


Think About It:
What kind of information should you look for
when you buy food? Clothes? Major purchases?
2. TO CHOOSE CAREFULLY
Responsible consumers make comparisons to find
the best product or service at the best price.
 Examine the options and prices and then make
an educated choice.
 Consumer choices can affect:




The Environment
The Conservation of Resources
Think About It:
Many consumer choices can affect the
environment. What are some choices that you
can make as consumers that could affect the
environment? Think cars, clothes, food.
3. TO BE REASONABLE


Consumers must follow the instructions provided
in product manuals or other materials on the safe
use of products.
Think About It:
Why is it important to read the label of a cold
remedy to find out its recommended dosage.
4. TO REPORT UNETHICAL PRACTICES

Responsible consumers help improve the policies
and products of businesses where they shop.
Let a company know if you are dissatisfied with its
products or policies.
 Report unfair, unsafe, and illegal business practices.


Think About It:
If you take a defective item back and the store
cannot solve the problem, what is your next step?
(manufacturer, government agency)
5. TO BE INVOLVED IN CONSUMER ADVOCACY
Responsible consumers take a stand, when
needed, to protect each other.
 For example, you could organize or participate in
a boycott if you object to a company’s policies or
products.


Think About It:
Why might you organize a boycott? Think about
gas prices.
6. TO BE HONEST


Responsible consumers refrain from taking advantage
of business policies.
For example, you should:
Respect return policies
 Be honest about broken (as opposed to defective)
merchandise


Think About It:
Are you being honest if you buy a product at Store A
and return it to Store B because they do not require a
receipt and will give you a cash refund? The product
at Store B sells for $10 where as Store A charges $7.
SHOW WHAT YOU KNOW!
 Match
the consumer issue with
the appropriate consumer
responsibilities.