Consumer Protection
Year Group: 11 – GCSE Business Studies
Topic Reference: Consumer Protection
Time/Length: Approximately 2 hours, depending on approaches used
Aims:
To introduce and develop a knowledge and understanding of the concept of consumer
protection in relation to the product element of the marketing mix and the organisations involved
in supporting and enforcing consumer protection legislation.
Learning outcomes:
By the end of this series of lessons students should be able to:



Identify and describe the main laws relating to the product element of the marketing mix
Apply the theory of these laws to practical examples
Identify and describe the main organisations involved in consumer protection
General Consumer Council for Northern Ireland – Post Primary
Lesson summary/organisation/activities:
Teaching Strategy
Whole class teaching
(WCT)/ Groupwork or
paired work
Resource
Flash cards 1 – 6
or Worksheet 1
Explanation
Discussion – based on
the various issues
which may arise when
students are shopping.
This can take the form
of wct, groupwork or
paired work.
Skill
Literacy –
Talking/Listening
(T/L)
Working with others
WCT
White/chalkboard/fli
p chart/overhead
transparencies
Findings from group or
paired work should be
presented to the whole
class.
Literacy – T/L
Groupwork
Worksheets 2 & 3
Textbooks,
consumer
information leaflets,
website eg
www.consumerline.
org
Working with others
Literacy – T/L
WCT
Answer sheets 2, 3
&4
Flash cards 1 – 6
Answer sheet 1
WCT or Internet
Activity
Worksheets 4 & 5
Homework/Classwork
exercise
Worksheet 6
In groups students
should investigate the
laws highlighted on the
relevant worksheets,
using the suggested
resources. Group work
can be divided into one
group investigating one
of the four laws and
presenting their
findings to the whole
class.
Summary of the laws
with supporting teacher
notes.
Review answers to
flash cards from first
lesson based on
information collected
on the laws.
This can be completed
through wct or by
investigation using the
Internet if this is
available. Website
addresses shown on
Worksheets 4 & 5
Report on consumer
protection for local
paper. This can be
hand written or word
processed.
General Consumer Council for Northern Ireland – Post Primary
Literacy –
Reading/Writing
(R/W)
Literacy – T/L
Literacy – R/W
ICT
Literacy – R/W
ICT
Resources
1. Flash cards 1 – 6 or worksheet 1
2. Worksheets 2 & 3 – Legislation
3. Worksheets 4 & 5 - Organisations involved with consumer protection
4. Worksheet 6 – Homework/Classwork task
5. Answer sheet 1
6. Answer sheets 2 – 4
7. Answer sheets 5 - 8
General Consumer Council for Northern Ireland – Post Primary
CONSUMER
PROTECTION
FLASH CARDS
CONSIDER THE FOLLOWING
CONSUMER ISSUES.
DISCUSS AND RECOMMEND
WHAT PETE’S CONSUMER
RIGHTS ARE IN EACH SITUATION.
General Consumer Council for Northern Ireland – Post Primary
I bought a shirt but when I arrived home I
changed my mind. I took it back to the
shop the next day but the staff would not
give me a refund.
Can they do this?
General Consumer Council for Northern Ireland – Post Primary
I bought new shoes recently but the heel of
one shoe broke the second time I wore
them. The shop is offering to repair them.
Do I have to accept this?
General Consumer Council for Northern Ireland – Post Primary
I bought a CD player after seeing a private
ad in my local newspaper. When I got it
home I discovered that it wasn’t working.
What are my rights?
General Consumer Council for Northern Ireland – Post Primary
I got a television set for my birthday but it
doesn’t work properly. The shop manager
told me to send it back to the manufacturer,
as the fault had nothing to do with the shop.
Is this correct?
General Consumer Council for Northern Ireland – Post Primary
I bought a pair of jeans for £59.95 but
discovered that a shop down the street was
selling them for £49.95.
What can I do?
General Consumer Council for Northern Ireland – Post Primary
My Mum washed a pair of trousers that
were labelled hand wash only in the
washing machine, and they shrunk.
What can I do?
General Consumer Council for Northern Ireland – Post Primary
LEGAL CONSTRAINTS ON PRODUCTS
The government has written a number of pieces of legislation (laws) to
protect consumers when buying products.
10 MINUTES
Pete has been shopping and needs your advice on the following problems. In pairs
discuss the following consumer issues saying what you think Pete’s consumer rights
would be in each situation.
1. I bought a shirt but when I arrived home I changed my mind. I took it back to the
shop the next day but the staff would not give me a refund. Can they do this?
2. I bought new shoes recently but the heel of one shoe broke the second time I wore them.
The shop is offering to repair them. Do I have to accept this?
3. I bought a CD player after seeing a private ad in my local newspaper. When I got it home I
discovered that it wasn’t working. What are my rights?
4. I got a television set for my birthday but it doesn’t work properly. The shop manager told me
to send it back to the manufacturer, as the fault had nothing to do with the shop. Is this
correct?
5. I got a television set for my birthday but it doesn’t work properly. The shop manager told me
to send it back to the manufacturer, as the fault had nothing to do with the shop. Is this
correct?
6. I got a television set for my birthday but it doesn’t work properly. The shop manager told me
to send it back to the manufacturer, as the fault had nothing to do with the shop. Is this
correct?
General Consumer Council for Northern Ireland – Post Primary
LEGISLATION
There are four main laws; these are known as Acts or Orders, which offer consumers protection
when buying products in Northern Ireland.
In groups, using the suggested resources, investigate the four main pieces of
legislation relating to products. The four laws are named below, use the spaces
provided to make notes of your findings about each law. You will be required to
present your findings to the whole class.
ACT
What it says
Sale and Supply of Goods and
Services Act 1994
Consumer Protection Act 1987
Food Safety (Northern Ireland)
Order 1991
Weights and Measures (Northern
Ireland) Order 1981
Suggested Resources
GCSE Textbooks – www.consumerline.org
OTHER CONSTRAINTS ON PRODUCTS
In addition to legislation, there are a number of organisations which have been set up to protect
the interests of consumers.
Organisation
What they do
The Consumers’ Association
www.which.net/campaigns/contents.html
The British Standards Institution (BSI)
www.bsi.org.uk
Environmental Health Officers
www.ballymena.gov.uk
Trading Standards Officers
www.tssni.gov.uk
The General Consumer Council
www.gccni.org.uk
General Consumer Council for Northern Ireland – Post Primary
You are employed by the Citizens Advice Bureau. You have been asked to
prepare a report, for an article in your local newspaper, giving information
on the area of consumer protection. The report can be written or word
processed.
Your report should be structured under the following headings:
1. Relevant Legislation
[4]
2. Organisations involved in consumer protection
[4]
3. What people should do if they have a complaint
[6]
TOTAL MARKS
General Consumer Council for Northern Ireland – Post Primary
[14]
LEGAL CONSTRAINTS ON PRODUCTS
1. Yes they can. The shop is under no legal obligation to give you your money back just
because you changed your mind about something. Many shops would give you a refund as
part of their customer service policy – to encourage you to remain a loyal customer.
2. No, under the Sale and Supply of Goods and Services Act 1994, you are entitled to a
refund, replacement or repair - it is up to you not the shop which you choose.
3. In this situation your rights are less straightforward, because this was a private sale it is your
word against the seller. Caveat Emptor is a Latin phrase used to describe this type of sale it
means ‘let the buyer beware’.
4. No this is incorrect you made a contract with the shop, not the manufacturer. It is the shops
responsibility to sort the problem out with you and the manufacturer, not yours. The Sale
and Supply of Goods and Services Act 1994 apply in this situation.
5. Nothing, the shop can charge the price they wish and if you agree to pay that price then you
are not entitled to your money back just because you saw the item cheaper in another shop.
However, in order to retain your loyalty they may give refund you the difference in price.
6. Nothing, your Mum did not follow the washing instructions. The fault is not with the shop.
Legally they do not have to give you a refund or replacement. Again they may do so as a
goodwill gesture.
General Consumer Council for Northern Ireland – Post Primary
LEGISLATION
Sale and Supply of Goods and Services Act 1994
This act states that goods must be:

Of merchantable quality – they must work properly and be of a satisfactory quality.

as described

fit for the purpose
If goods sold are not any of the above, then the consumer is entitled to a refund,
replacement or repair – this is decided by the consumer.
If the consumer uses the goods for something which they were not designed, then the shop
does not have to accept liability for the fault.
The Sale and Supply of Goods Act does not cover goods which have been sold privately.
Consumer Protection Act 1987

This act covers product safety. A product which is unsafe is known as defective.

If a person is injured by a defective product they are entitled to sue the manufacturer for
damages.
This act is concerned with manufacturers of goods and importers of foreign goods. Certain
goods are exempt, such as tobacco.
If the consumer uses the goods for something which they were not designed and are injured as
a consequence then the manufacturer does not have to accept liability.
Food Safety (Northern Ireland) Order 1991
This order makes it a criminal offence for caterers to sell food that:

is unfit for human consumption

is contaminated

Is falsely or misleadingly presented.
All premises used by food businesses must be registered with their local district council. Staff
involved in the handling of food must have received hygiene training.
Weights and Measures (Northern Ireland) Order 1981
The Weights and Measures Order aims to ensure:

That consumers do not receive short weight or measure

That scales or other equipment of measurement are accurate.
General Consumer Council for Northern Ireland – Post Primary
OTHER CONSTRAINTS ON PRODUCTS
In addition to legislation, there are a number of organisations which have been set up to protect
the interests of consumers.
Organisation
What they do
The Consumers’ Association
The Consumers’ Association is a pressure group
funded by subscriptions from members it is an
independent organisation, funded by subscriptions
from members. Its main aim is to improve the
standards of goods and services available.
www.which.net/campaigns/contents.html
The Consumer’s Association achieves this aim in a
number of ways:

It gives advice and information to consumers on
products and services.

It tests products and reports the findings in
Which? Magazine.
It publicises findings about bad practice in firms.
The British Standards Institution (BSI)
www.bsi.org.uk
The BSI is an independent organisation which
carries out tests on products to make sure they
meet BSI standard for:

Reliability

Quality

Safety
The Kitemark is awarded to a product which passes
its tests. Manufacturers are keen to have the
Kitemark on their products because it is a sign of
quality and consumers are more likely to buy.
General Consumer Council for Northern Ireland – Post Primary
Environmental Health Officers
www.ballymena.gov.uk
Environmental health Departments are part of local
district councils. They are involved in a number of
areas:

Food safety – ensuring that food produced, at all
stages in the chain of production are of a certain
standard and fit for human consumption. If
EHOs find businesses are not up to standard
they have the power to:

serve an improvement notice

prosecute

close the businesses

EHOs are responsible for enforcing the Health
and Safety at Work Act
EHOs inspect premises, investigate complaints and
give advice.
In addition to the two areas outlined above
Environmental Health also monitors housing
standards and pollution and environmental
protection.
Trading Standards Officers
www.tssni.gov.uk
Trading Standards aims to inform consumers,
encourage honest businesses and target rogue
traders.
TSOs are responsible for:

enforcing the Weights and Measures Act

investigating complaints from the public

Testing weighing and measuring equipment eg
petrol stations.
ensuring that pre-packed goods are the correct
weight and this is printed on the pack.
The General Consumer Council
www.gccni.org.uk
The General Consumer Council for Northern Ireland
is a statutory body whose aims are to promote and
safeguard the interests of all consumers in Northern
Ireland.
The Council campaigns on behalf of consumers for
the best possible standards of service and
protection; undertakes research and data collection;
gives advice, information and issues publications. It
deals with individual complaints about passenger
transport, coal, natural gas and electricity.
General Consumer Council for Northern Ireland – Post Primary