Big changes to consumer law – what this means for you.
A new consumer rights act became law on 1 October 2015. It's been billed as the biggest shake-up in consumer rights law in a generation, bringing together several pieces of legislation into one. Some of the main changes in legislation are:
Digital rights
A big hole in the old consumer laws was it did not deal with digital content – music downloads or anything else supplied in digital form. The new act recognises digital content and says that such content must be:
· Of satisfactory quality
· Fit for a particular purpose
· As described by the seller.
If digital content does not meet these standards the consumer has the right to a repair or replacement; if this doesn’t fix the problem, the costumer can ask for a price reduction. Retailers will have to provide compensation if any device, or other digital content, owned by the consumer is damaged because of the digital content downloaded.
30-day right to 'reject’
There is now a specific timeframe in which you can reject a faulty item and get a full refund - 30 days from the date you purchase the product. Previously this was described as a 'reasonable time'. However, this right doesn’t apply to digital content.
A ‘tiered’ remedy system
A 'tiered' remedy system is now in place for faulty goods, digital content and services; this means your rights to a refund are now more clearly set out. Whether you're entitled to a refund depends on how long you've owned the product.
· Failed repairs. After one failed attempt by the retailer to repair or replace a faulty good, you're entitled to ask for a refund or price reduction.
· A second repair or replacement. If you don't want a refund or price reduction, you have the right to request another repair or replacement at no cost to you.
· Deductions from refunds No deduction can be made from a refund in the first six months after purchase. The only exception to this is motor vehicles, where a reasonable reduction may be made for the use you’ve had of the vehicle.
Letting Agents
Lettings agents must clearly publicise a full tariff of their fees both on their websites and prominently in their offices.
Secondary Ticket Sales
Secondary ticketing sites, like ‘Seatwave’ and ‘Get Me In’ must now state the face value of tickets being resold - often for a much higher price. The companies will also need to make it clear if there are any problems with sight-lines and if seats listed together are actually next to each other. Importantly, these secondary ticket websites will also have to carry an email address for buyers in case problems arise with the tickets.
Visit the Citizens Advice website for examples of how the new legislation will work in practice or for advice on what to do if you have a problem. www.citizensadvice.org.uk