Lesson 4 Common Consumer

Problems
This lesson is designed to be delivered in 40 minutes. Slides can be
adjusted or amended as the teacher sees fit or feels appropriate for
the class.
Aims and Objectives
By the end of this class, students will be able to:
Define Caveat Emptor
Identify valid and non-valid complaints
Outline the stages involved in making an effective complaint
Role-play resolving a complaint
Identify their rights when using deposits and gift vouchers
Materials

Student worksheet and blank Stair Steps (to be photocopied

prior to class) along with solutions which must be copied (one
per pair) and cut into strips prior to class.
Lesson 4 PowerPoint

Introduction
Open Lesson 4 PowerPoint and provide an overview for the class of
the material to be covered in the lesson (Slides 1 & 2)
Slide 3: Explain to students the importance of examining products
carefully for any defects or faults prior to purchase and asking
questions if theyre not sure about anything. In pairs, ask students
why this is important. Explain the concept of Caveat Emptor. Ask
students for examples of items that they may have purchased that
were flawed. When buying parts for a car/electronic item,
consumers must ensure that they select parts for the correct model.
Asking questions is particularly important with regard to terms and
conditions of contracts to make sure everything is understood
before signing up (e.g. ringtones, mobile phone contracts etc)
Slide 4: What is a valid complaint? Pose the question and take brief
feedback. Display rest of the slide, explaining each point

Slide 5: What type of complaints could be regarded as non-valid?

Pose the question to the class, asking students to work in pairs.
Display the rest of the slide, explaining why each example shown is
not a valid complaint.
Slide 6 and 7: Inform the students of the importance of acting
promptly when a fault is discovered and remaining firm and
reasonable when complaining.
Slide 8: Sometimes a complaint is not dealt with to the consumers
satisfaction by the retailer. In this case it is necessary to involve a
third party. Some examples are shown in this slide.
Students should note that while the National Consumer Agency
provides information for consumers on how to pursue a complaint, it
does not intervene in individual cases. The NCA may take separate
legal action if a law has been broken.
Slide 9: If the third parties cannot resolve the complaint, then the
consumer can use the Small Claims Court, which is a fast,
inexpensive and convenient way to resolve complaints without using
a solicitor.
Slide 10: Display the Stair Steps showing the steps involved in
making a complaint. The teacher can distribute the worksheet
showing the stair steps and either allow the students to write in
their own answers, or distribute the sample solutions (amended
versions) (which are in the wrong order). Students can then cut up
the sheets and glue the steps onto the sheet in the correct order.
Slide 11: Consumers are often asked to pay a deposit when ordering
goods. Do students know their rights when paying deposits? Ask
for an example of when a deposit may be required. Display the rest
of the slide, showing that if a consumer changes their mind, they
have no right to the deposit being refunded (explain that paying a
deposit creates a contract between the retailer and consumer, and
that on the basis of the deposit being paid, the shop will most likely
have ordered goods in which they may not be able to sell to another
consumer, or might take time to sell, or they do not have room to
store).
In the current economic climate, a big issue for consumers is what
happens to their deposits if a business goes bust. There is more
information on this at
http://www.consumerconnect.ie/eng/Hot_Topics/Tip_Of_The_Week/Ti
ps_Archive/Traders_going_bust_.html
Slide 12: Gift vouchers. People often buy gift vouchers as gifts, and
students often receive them. However, consumers need to be
2

careful as they often have an expiry date and of course the business
may go bankrupt. Students need to be made aware of this.
Slide 13: Receipts are not always given by the retailer, and are not
required by law, but they are considered very important as they are
a proof of purchase in the event of a complaint. Consumers should
therefore always ask for a receipt.
Slide 14: Summary of Lesson. Students to either complete the
Clever Consumer and Great Complainer quizzes in class,
individually or as a whole class, or, depending on timing, they can
be assigned these quizzes for homework.
Homework assignment
Ask students to write a letter of complaint to a retailer about a
mobile phone which has been repaired once and is now faulty again.
The students must assume that they have already called the shop
on the 30th of last month (the day after the fault reappeared after a
month of working OK following an initial repair) asking for a refund,
but were told by the shop that the phone would need to be repaired
three times before a refund would be considered they are not
happy with this as they feel its the same fault.
Points to look out for in the letter:

Addressed to the manager

Dates of previous contact given
What they were told
Why theyre not happy with this
What they want instead
What action they will take (Small Claims Court) if denied their
favoured remedy

Alternatively, the students can adapt a complaint letter template

(available in Word and HTML versions on the ConsumerConnect.ie
website) to address this problem with the mobile phone shop. See
http://www.consumerconnect.ie/eng/Get_Your_Rights/Make_a_Compl
aint/How-to-complain/Step_five.html