Resolving Consumer Conflict

Methods of resolving conflict

There are two methods of resolving conflict:

Non-legislative
Legislative

Non-Legislative Methods of Solving

Consumer Complaints

A non-legislative method of solving a business conflict means

that the parties involved dont use a law, or an office or
organisation set up under law, to assist in solving their conflict

Legislative Methods of Solving Consumer

Conflicts

A legislative method of solving a business conflict is to use the

law to solve the conflict, or to use an office or organisation set
up as a consequence of a law, to help in finding a resolution to
the conflict.

Non-legislative methods of solving conflict

between consumer and retailer
1. Contact retailer
Complain to the retailer about a product or service. Putting things in
writing means the problem is taken more seriously.
Bring proof receipt of sale.
Be polite.

Non-legislative methods of solving conflict

between consumer and retailer
2. Negotiation
This involves parties explaining their position and
bargaining to try to reach a mutually acceptable solution.
If negotiations fail, the involvement of a third party may be
necessary to resolve the conflict.

Non-legislative methods of solving

conflict between consumer and retailer
3. Third Parties
Outside agencies that may be involved in negotiations to help parties
resolve their differences.
Director of Consumer Affairs
Consumer Association of Ireland
Trade Associations
SIMI Society of the Irish motor Industry.

Ombudsman
Is a person who investigates complaints of
unfair treatment form various organisations.
Service is free.
However the complainant must have all ready
tried to resolve the dispute before the
ombudsman can act.

Financial Services Ombudsman

The ombudsman will try to get both sides to come to an
agreement, but if this does not work, the ombudsman will
make a decision based on all the information available.
It can examine complaints going back six years and can
award damages of up to 250,000.

Consumers Association of
Ireland
The Consumer Association of Ireland was set up to
protect consumers. Its main functions are to:
Help consumers understand their rights.
Help the government plan new consumer laws.
Produce a monthly magazine called Consumer Choice.

Trade Associations
A trade association is an organisation that represents all the
firms that sell a particular product, e.g. car dealers.
Consumers can complain to the relevant association if
standards are not being met.

Trade associations Examples

The Society of the Irish Motor Industry (SIMI) represents

garages.
The Irish Travel Agents Association (ITAA) represents travel
agents.

Legislative methods of solving

conflict between consumer and
retailer
If consumers want to take Legal action they have two
options;
1. Smalls Claim Court
2. Hire a Solicitor

Small claims Court

It is quick and cheap, as no solicitors are required.
Maximum compensation available is 2,000.
The claimant must have made every effort to settle the dispute
with the seller before appealing to the court.

Solicitor
The consumer can hire a solicitor and bring the retailer to
court.
If the dispute is more than 2,000 then the consumer must
hire a solicitor.
Find out more at www.courts.ie

Recap
Legislative and non-legislative methods of solving conflict.
Ombudsman
Trade Assciations
National Consumer Agency
Small Claims Court
Solicitor