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Minutes of two hundred and ninety fourth meeting of The Consumer Council for Northern Ireland

Minutes of two hundred and ninety third meeting of The Consumer Council for Northern Ireland

The level and fairness of parcel surcharging remains a longstanding and frustrating issue for consumers in Northern Ireland, the Highlands and Islands of Scotland and other remote areas in the United Kingdom (UK). Four in 10 UK online retailers apply an additional delivery surcharge for consumers living in Northern Ireland. This can cost on average an additional £6.72. With the predicted growth in online shopping this additional cost can potentially exclude or cause significant cost to consumers.

The Consumer Council's Third Annual Consumer Parliament. 

The Consumer Council of Northern Ireland welcomes the invitation to respond to the FCA’s Call for input and welcomes the plan to evaluate the Retail Distribution Review (RDR) and Financial Advice Market Review (FAMR). Due to the technical nature of the questions posed within the Call for Input, The Consumer Council believe it is best placed to provide an overview of the issues in relation to RDR and FAMR that it would like the FCA to consider moving forward. 
 

Customer Journey Mapping Results 2018/19

Customer Experience Wheel 2018/19

NIE Networks ‘Greater Access to the Distribution Network in Northern Ireland’ Consultation - The Consumer Council response - May 2019

We have 4 questions in our Customer Satisfaction Survey that asks the consumer to rate on a scale from ‘Strongly Agree’ to ‘Strongly Disagree’, how our assistance affected them in the following ways:

• Made them feel relieved of stress and anxiety;
• Made them feel supported;
• Made them feel listened to; and
• Made them more empowered as a consumer.

The results for 2018-19 are in the attached document. 

Service Standards Analysis 2018/19