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Minutes from the 299th meeting of The General Consumer Council for Northern Ireland on Friday 13 December 2019.

The Consumer Council Board Members 

Corporate Responsibility and Sustainability Strategy
(as part of The Consumer Council’s Corporate Plan 2016-2021)
December 2019

The Consumer Council welcomes the opportunity to respond to the Financial Conduct Authority’s (FCA’s) consultation on Motor Finance discretionary commission models and consumer credit commission disclosure. In responding, The Consumer Council asks that key differences within Northern Ireland are taken fully into account when assessing UK markets.

The Consumer Council’s draft Forward Work Programme for the final year of our Corporate Strategy 2016-2021. (Including the combined business cases for our statutory functions in Energy, Transport, Postal Services, and Water and Sewerage).

Submit your feedback by 31 January 2020 by emailing [email protected] or via our Survey Monkey here: https://www.surveymonkey.co.uk/r/TCC-FWP-2021 

The Consumer Council's Equality, Diversity and Inclusion Policy

Minutes from the Council meeting on 25 October 2019.

Some highlights of The Consumer Council's work, 2018-19

Gifts and hospitality register 2019 

The Consumer Council commissioned Perceptive Insight to undertake quantitative research with a representative sample of consumers across Northern Ireland (NI). The aim of the research was to ascertain public perceptions about the likely impacts of Brexit for NI consumers, particularly in relation to: Utilities/energy; Transport; Postal services; and General consumer detriment.

Two hundred and ninety fifth meeting of the General Consumer Council for Northern Ireland

The Consumer Council welcomes this opportunity to contribute to Her Majesty’s Treasury (HMT) Committee’s policy proposal on the ‘Breathing space’ consultation. The Consumer Council believes it is well placed to respond to this review from the perspective of the Northern Ireland consumer. Our outreach and empowerment work, complaint resolution and research gives us first-hand knowledge of the needs of consumers in Northern Ireland and the key issues affecting them.

The Consumer Council welcomes the opportunity to respond to the Financial Conduct Authority (FCA) consultation on Intergenerational Differences. We recognise that the FCA’s consultation centres on evolution of the way people build and use wealth and how these changes have an impact on consumers’ financial needs. However, The Consumer Council believes that consideration also needs to be given to the key differences that Northern Ireland consumers face in relation to financial services, as outlined below, which will have particular relevance to consumers’ ability to build and use wealth across generations.

The Consumer Council's Annual Report and Accounts for 2018 - 2019.

The stages a Consumer will go through when making a complaint through The Consumer Council.

Statistics:

99.5% of contacts were acknowledged in 3 working days

99.7% agree they were kept up to date by us

99.2% of consumers said they were satisfied

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

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

The Privacy Policy outlines how we collect, use, and store your information at The Consumer Council.

Please note we have updated our privacy policy as of 10 October 2019.

Customer Satisfaction Survey Results 2018/19

In February 2019 YouGov conducted a survey across Northern Ireland on behalf of The Consumer Council to understand key consumer issues. This report covers key findings around Northern Ireland consumers and their household expenditure, if they shop around for essential goods and services and switch and save. In addition, it also highlights if they have been targeted by scams and how well they know their consumer rights.

Register of Interests - Staff - March 2019 

Standards of Service - 2018/19

Service Standards Results - February 2019 to April 2019

Net Promoter Score 2018/19

Register of Interests - Board Members 

Minutes of Council Meeting held 2 April 2019 

This guide draws together the most up to date information available from Government, regulators and business websites.

Last updated April 2020

A snapshot exercise was undertaken by The Consumer Council to analyse complaints data from Trading Standards Service Northern Ireland, Consumer Advice Service Belfast (Belfast City Council) and The Consumer Council. The purpose of this was to understand at a regional level what type of complaints consumers in Northern Ireland are making, how many complaints are made, and what level of redress is being received. 

This report covers all contacts received by The Consumer Council from consumers for the year to 31 March 2018.  

Minutes from the Council meeting on the 18 September 2018.

Standards of Service - August 2018 to October 2018

Minutes of the Council Meeting on 21 August 2018.

Consumer profile of consumers living with a disability or long term illness in Northern Ireland. 

Consumer profile of Northern Ireland consumers. 

Consumer profile of urban and rural consumers in Northern Ireland. 

Consumer profile of full time employed consumers in Northern Ireland. 

Consumer profile of low income consumers in Northern Ireland. 

This summary report covers the key findings as to how Northern Ireland consumers feel about their finances, now and in the future. It also covers which elements of household expenditure worry them the most, if they shop around for essential goods and services and switch. In addition it also highlights if they have been targeted by scams and how well they know their consumer rights.

The Consumer Council Standards of Service Quarterly Report, May 2018 to July 2018

If you lose any of your official documentation, such as passport or birth certificate, notify the police immediately. You should also inform the relevant body, for example your bank branch. If your official documentation is damaged, by flood or fire for example, then it is important to begin replacing them as soon as possible. You should start with your birth certificate, as it will be necessary in obtaining other documentation.

Research Report onNorthern Ireland Financial Services Project 

Research Report providing an assessment in Northern Ireland mortgage market.

Research report in to lending and debt in Northern Ireland. 

Research report in to retail insurance in Northern Ireland. 

Advice for consumers when buying a car in Northern Ireland, Republic of Ireland and Great Britain. 

The Consumer Council's Annual Report and Accounts for 2017 - 2018.

Minutes from the Council meeting on the 15 May 2018.

Explanation of Net Promoter Score (NPS) 

Yearly Net Promoter Score Review 2017-18 

Customer Satisfaction 2017-18

Minutes from the Council meeting on 27 March 2018.

Analysis of Service Standards Results 2017/18

Standards of Service May 2017 to April 2018 - Yearly

The following acts of Parliament have created access to information regimes which allow members of the public to ask The Consumer Council for certain types of information.

This outlines outlines how we may share information provided to it with other bodies responsible for auditing or administering public funds, in order to prevent and detect fraud.

This report presents our progress in fulfilling our statutory equality and good relations duties, and implementing Equality Scheme commitments and Disability Action Plans.

This Privacy Policy outlines how we collect, use, and store your information at The Consumer Council.

This guidance relates to the offer and acceptance of gifts and hospitality both to and from staff of The Consumer Council.

Gifts and Hospitality Register - 30th September 2014

Gifts and Hospitality Register - 31st March 2015

Register of Financial and Non Financial Interests – March 2016

Gifts and Hospitality Register - 2015/16

Register of Financial and Non-Financial Interests – March 2017

The Consumer Council is of the opinion that the CMA appeals framework must safeguard the interest of consumers and contribute to minimise the cost of any appeal.

Approach to Enforcement - April 2018

The Consumer Council is pleased to be able to offer comments on Citizens Advice draft consumer work plan 2018-19. We believe the draft consumer work plan demonstrates a comprehensive approach with exceptional clarity of purpose.

The Consumer Council's Current Account Comparison Table. This table is a guide using the latest current account offerings from various providers with a physical presence in NI.

If you have received a private parking charge notice (PCN), we can give you advice on the options available to you and may be able to appeal the PCN on your behalf. 

This Factsheet is meant to be a helpful guide.

Draft Forward Work Programme 2018-19

Your guide to the basic bank accounts available in Northern Ireland.

- What is a basic bank account?
- What do you need to open an account?
- Overview of Basic Bank Accounts in NI
- Non banking options
- Problems opening an account?

If you are thinking about getting a loan it will be no surprise to know some loans are more expensive than others. Download our Borrowing Money leaflet - it is a short guide to the pros and cons of some of the different loans available.

Fact sheet: Consumer Information on PPI.

This report covers all contacts received from consumers for the year to 31 March 2017.

Student Guide: How to manage your household bills and get consumer savvy

Would you like to learn more about SWITCHING your electricity or gas supplier?

An overview of our inaugural event with consumers and partner organisations

Price comparison table of 10 common health care products. Compared between 7 leading health product retailers' own-brand products.

The Consumer Council Annual Report and Accounts 2016-17

Minutes from the Council meeting on the 16 May 2017.

Making your money last longer a go further. A food shopping guide by The Consumer Council, including food shopping tips. 

Contactless payments allow you to make fast and secure payments for amounts up to £30 just by touching your card on the card reader.

Consumer Council consultation response to the Programme for Government consultation.

The Consumer Council welcomes the opportunity to respond to this consultation. We are supportive of the development of the Department of Education’s Children and Young People’s Strategy and have welcomed the chance to contribute in the early consultation stages.

The Consumer Council is holding our first Consumer Parliament event on Friday 24 March.

This factsheet provides information on your consumer rights if a company goes into administration.

Consumer Council consultation response to Mid and East Antrim Borough Council Draft Community Plan Consultation.

Consumer Council consultation response to the Newry, Mourne and Down Community Plan 2030.

Consumer Council consultation response to the Lisburn and Castlereagh Community Plan 2017 - 2032.

Consumer Council consultation response to the Ards and North Down Community Plan 2017 - 2032.

The Enquiries and Complaints report 2015 - 2016 provides an insight into our complaints handling work.

The Consumer Council's draft Forward Work Programme 2017/18 is now available for consultation

Are we a society of informed and discerning consumers?

A fun quiz for young adults for young people to learn about their consumer rights when shopping on the high street and online. Have a go and test your consumer rights knowledge.

The Consumer Council is committed to developing a better Northern Ireland and therefore is encouraged and enthused about the outcomes based approach taken by the draft Programme for Government (dPfG) for 2016-21.

This leaflet provides information on the different types of scams, what to look our for and how to report a scam. This leaflet has been produced in conjunction with the Police Service for Northern Ireland and Trading Standards Service.

Consumer Council consultation response to BIS call for evidence on Improving consumer landscape and quicker switching.

Consumer Council consultation response to the Department for Culture, Media and Sport’s consultation on a new Broadband Universal Service Obligation (USO).

Advice for consumers

Consumer Council consultation response to Citizens Advice and Citizens Advice Scotland draft work plan for 2016/17.

Research report on a three stage investigation into the balance of healthy versus less healthy food promotions among NI food retailers.

Summary report on the three stage investigation into the balance of healthy versus less healthy food promotions among NI food retailers.

The Consumer Council's draft Corporate Plan 2016 - 2021 is now available for consultation.

The Consumer Council's draft Forward Work Programme 2016/17 is now available for consultation.

This factsheet provides your consumer rights in relation to buying secondary tickets for concerts and events.

This factsheet provides businesses with information on the new Consumer Rights Act 2015.

This factsheet provides consumers with information on the new Consumer Rights Act 2015.

The Enquiries and Complaints report 2014-15 provides an insight into our complaints handling work.

This factsheet provides information for consumers who have been affected by the closure of S & R Electric Ltd.

We have examined whether consumers are seeing the benefits of the “green shoots” of recovery in the Northern Ireland economy or still feeling the pain of recession through our ‘Consumer Outlook’ research. This report is part of building a ‘Consumer Outlook Index’ and will be used to track consumer optimism about the local economy every six months.

A wallet-sized ‘Weather the Winter’ leaflet for tips on Christmas shopping, saving money and protecting your home, as well as the essential numbers you might need.

Consumer Council consultation response on the Competition and Markets Authority (CMA) Annual Plan 2015/16.

A factsheet for consumers on returning unwanted gifts and purchases after the festive season.

The tips in this guide will help you shop on the internet with more confidence by explaining how to protect your computer, spot a safe website, understand your consumer rights and avoid problems with postage.

The findings of our 'Consumer Outlook' research which provides an insight into consumer confidence, spending priorities and areas of concern.

A research report which provides an insight into consumer confidence, spending priorities and areas of concern.

Annual Report and Accounts for 2013 - 2014

Useful question and answer factsheet relating to Phones 4u going into administration.

This factsheet provides information to businesses on the main changes to consumer rights protection brought in by the Consumer Contracts Regulations in the sale of goods, services and digital content that come into effect on 13 June 2014.

Updated April 2019 

This factsheet provides information to consumers on the main changes to consumer rights protection in the sale of goods, services and digital content that come into effect on 13 June 2014. The new provisions are part of the Consumer Contracts Regulations 2013.

Updated April 2019 

Delivering Social Change for Children and Young People

A handy guide to the numbers you may need.

Your rights under the Sale of Goods Act 1979

Consumer Council Annual Report and Accounts 2012 - 2013

Research on consumers' views on the cost of living.

The A-Z is the only consumer directory to provide advice and information references for consumers, organisations, staff and volunteers involved in advocacy, advice and information work.

Financial Capability Quiz for Year 8

Are businesses getting consumers’ rights wrong?

Information for passengers following travel disruption at the weekend (7/8 Dec) caused by air traffic control internal phone systems glitch.

The method of payment you use can affect the level of protection you have when: Paying deposits; Shopping on the high street; Shopping online; and shopping abroad. This guide will give you greater confidence around the protection different payment methods provide.

Updated January 2019 

The impact of rising food costs on Northern Ireland consumers.

Knowing where and how you spend money can help you save.

Information signposting cross-border shoppers to organisations who can help resolve consumer issues.

We appreciate the opportunity to participate in this BIS consultation on a new consumer rights bill regarding the supply of goods, services and digital content.

Canny Consumers? Are consumers standing up for themselves? A Consumer Council research report into consumers’ knowledge of their rights and how they exercise those rights.

Welcome to the Consumer Council Annual Enquiries and
Complaints Report for 2011-2012. We previously published
two reports Complain, Campaign and Gain: Championing
Consumers spanning 2006-2009 and 2009-2011
respectively. This report will now be produce

The Consumer Council want to know if you’ve noticed an increase in your food bills and whether this is impacting on the way you shop. The diary takes 15 minutes to complete. If you would like a hard copy please telephone: 028 9067 2488

A Consumer Council report into how the poor pay more for everyday essentials

Equality Scheme for the Consumer Council

Certificate for the Financial Capability Quiz

Do you feel under pressure and tempted to spend money that you cannot afford at Christmas? To help you stay within your budget, The Consumer Council has put together this food and present planner. Click on the link to download your free copy

A report from the Consumer Council to the Office of Fair Trading on the additional charges applied to consumers' bills because of the way they pay.

This pack is designed to help raise young people’s awareness of their consumer rights by exploring the responsibilities of being a consumer. It also aims to help young people’s social and personal development by raising their levels of confidence an asser

Click on the link above to download a useful exercise on how to work out percentages.

The Consumer Council's Christmas card 2008

Take this quiz from the Office of Fair Trading (OFT) to find out what kind of shopper you are.

Do you know what size of turkey to buy this Christmas? Do you ever plan what you are going to eat for the week? Here are a list of websites to help.

The Consumer Council, in partnership with CCEA, is organising three conferences for A - Level Home Economics teachers in March 2009 to help teachers prepare for the consumer issues content of the revised Home Economics curriculum.

A Consumer Council Progress Report on Consumer Proficiency 2003-2007

Empowering Consumers - knowing your rights and exercising them confidently and responsibly

<a href="http://www.consumercouncil.org.uk/video/videos.php">Check out what older people really think about shopping in supermarkets here... </a>

Last Christmas was effectively cancelled for 1,200 local people who lost nearly £500,000 when Farepak went bust. The Consumer Council launched its report into the crisis and called for the introduction of new legislation to protect savers’ money.

Schools Poster Competiton Guidelines

The Consumer Council Newsletter Report is an essential part of the competition and will be used during the judging process to select the winning entries.

The Young Consumers Competition Newsletter open to Year 10 and 11 pupils in Secondary and Special schools and is supported by The Office of Fair Trading.

The Buy Rights – Have your say DVD and support materials are about empowering young people to become confident consumers, aware of their rights and able to express them in an assured and effective manner

The focus of the evaluation reported here is the impact of the Consumer Council’s Consumer Skills for All programme (CSFA) during the initial stage of its development (Phase 1 - March 2003-December 2004).

A list of sample questions to help your team prepare for this year's YCC Quiz heats.

Use your lolly wisely this Christmas!

The General Consumer Council's quick guide to make you a happy shopper this Christmas ..

Buying Online, the third in a series of reports looking at consumer skills in Northern Ireland.

The report looks at levels of Internet access and use, online shopping behaviour and consumer knowledge and awareness. It also contains tips for secure shop

As the total amount of UK consumer debt hits £1 trillion, the Consumer Council's report is the first recent quantitative research to look at the wider Northern Ireland population's experiences of credit and debt.

This report is the third in a series of papers published by the Consumer Council. It focuses exclusively on young people.

Top ten tips to avoid Christmas debt.

Information you need about the new ways that benefits will be paid.

The General Consumer Council launches an information paper Retailing and Town Centres: A Consumer View to actively inform the debate ahead of the Department for Regional Development’s planned consultation on the future of retail planning policy in NI.