CONSUMER RIGHTS &
RESPONSIBILITIES
JUST IMAGINE…
You just bought a
brand new iPad 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.
Right to be informed
2.
Right to choose
3.
Right to safety
4.
Right to be heard
5.
Right to have problems corrected
6.
Right to consumer education
7.
Right to service
1. 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?
1. RIGHT TO BE INFORMED

Example:


I have shellfish allergy so I know not to each the
lobster rolls at Red Lobster
Benefit to Consumers:

Know what they can eat if they have allergies

Know what detergent to wash clothes with

Know what the serving size is
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?
2. RIGHT TO CHOOSE

Example:


I buy a Verizon cell phone because there are no
AT&T cell towers near my home in Reston
Benefit to Consumers:

Lower prices

Better quality

More choices
3. 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?
3. RIGHT TO SAFETY

Example:


My car airbags have been recalled due to safety
concerns of exploding at high temperatures
Benefit to Consumers:

Keeps us safe

Keeps children safe

SAFETY!
4. 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?
4. RIGHT TO BE HEARD

Example:


The cashier in aisle 7 put my eggs, bread, and milk in
the same bag. The groceries were damaged and I let
Customer Service know. The cashier was issued
bagging training so it would not happen again.
Benefit to Consumers:

Fixes issues

Keeps customers happy

Happy customers come back, tell friends, buy more
5. 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?
5. RIGHT TO HAVE PROBLEMS CORRECTED

Example:


I contact Fitbit via live chat because my Fitbit Zip no
longer works. I am worried that they will make me
pay for a new one. They send a replacement Zip at
no additional charge to me.
Benefit to Consumers:

Fixes issues

Contact local news anchors to help fix problems
6. 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?
6. RIGHT TO CONSUMER EDUCATION

Example:


I am on the hunt for new flipflops. I quickly do a
google search and find them at 2 different stores. I
comparison shop and purchase them from Zappos
because they were cheaper.
Benefit to Consumers:

Cheaper prices, better quality, more choices

Happy customer
7. 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?
7. RIGHT TO SERVICE

Example:


I go to Red Robin with my family. The waitress is
very nice and offers us extra sweet potato fries while
we wait for our order. She also brings Crayons and
paper to the table to keep the kids entertained while
we wait for our food order.
Benefit to Consumers:

Treated with care and consistency
SHOW WHAT YOU KNOW: CLASS ACTIVITY
 Match
the consumer issue with the
appropriate consumer rights.
CONSUMER
RESPONSIBILITIES
6 CONSUMER RESPONSIBILITIES
1.
To be informed
2.
To choose carefully
3.
To be reasonable
4.
To report unethical behavior
5.
To be involved in consumer advocacy
6.
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?
1. TO BE INFORMED

Example:

I read the tag on my new wool sweater before
washing it. I noticed that the tag said to wash in cold
water with no dryer. I am very excited that I read
this so I do not ruin my new sweater.
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.
2. TO CHOOSE CAREFULLY

Example:

I chose to purchase a reusable Camelbak water bottle
in order to save the environment by not purchasing a
disposable 16.9fl Deer Park water bottle everyday.
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.
3. TO BE REASONABLE

Example:

I made sure to read the instructions on the allergy
medicine bottle before taking a dosage to cure my
sneezing fit. I wanted to ensure that I took the
correct amount and did not over do it.
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)
4. TO REPORT UNETHICAL PRACTICES

Example:

I called the local health inspector after I noticed a rat
named Remy leaving the coffee shop on Main Street.
I was concerned there would be an infestation and it
would lead to an unsafe and dirty work environment.
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.
5. TO BE INVOLVED IN CONSUMER ADVOCACY

Example:

The news reported that the local tire shop was
dropping oil in the reservoir. I decided to rally my
friends and start a boycott outside of the tire shop.
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.
6. TO BE HONEST

Example:

I dropped my iPhone in the lake this weekend. I
decided to take my phone back to Verizon and ask for
a new phone since mine was now broken. The sales
associate asked me if it had been damaged by water
and I said no (I knew this would void the warranty).
Yes, I lied, but I had no money to buy a new phone – I
figured no one would know the difference & I would
have my new phone without a problem.
SHOW WHAT YOU KNOW: CLASS ACTIVITY
 Match
the consumer issue with
the appropriate consumer
responsibilities.