consumer conflict resolution multiple choice

Questions and Answers

What is true about negotiation resolution?

It is only suitable for minor conflicts.

It cannot involve any form of bargaining.

All parties must be willing to discuss and potentially compromise. (correct)

It requires a third party to make a binding decision.

Which of the following is NOT a non-legislative conflict resolution method?

Adjudication (correct)

Conciliation

Arbitration

Negotiation

Which right is NOT covered under the Sale of Goods and Supply of Services Act 1980?

Goods must be of an acceptable standard.

Goods must match their description.

Goods must be exclusive to the manufacturer. (correct)

Goods must be fit for the purpose intended.

What does the Competition and Consumer Protection Commission (CCPC) NOT do?

Resolve disputes between consumers and businesses directly. Signup and view all the answers

Under the consumer protection act, which practice is considered aggressive?

Using undue influence to sell a product. Signup and view all the answers

What does 'merchantable quality' refer to under the Sale of Goods and Supply of Services Act 1980?

Products must be durable and of acceptable standard. Signup and view all the answers

What is the main role of a conciliator in conflict resolution?

To provide a platform for parties to meet and negotiate. Signup and view all the answers

What is one of the primary roles of the CCPC regarding consumer rights?

To inform consumers of their rights Signup and view all the answers

Which enforcement tool allows the CCPC to prosecute a trader?

Prosecution enforcement Signup and view all the answers

How does the CCPC assess mergers?

By ensuring competition is not reduced Signup and view all the answers

What is the maximum claim amount that can be filed using the Small Claims Procedure?

€2,000 Signup and view all the answers

What is the primary focus of Industrial Relations?

Facilitating communication between employers and employees Signup and view all the answers

What does the CCPC do when it finds evidence of breaches of competition law?

Begin civil or criminal enforcement proceedings Signup and view all the answers

What must occur before contacting the Ombudsman for Public Bodies?

Exhaust local appeals systems Signup and view all the answers

Who is the current public bodies Ombudsman?

Ger Deering Signup and view all the answers

Study Notes

Conflict in Business

A disagreement arising between business stakeholders can occur both internally and externally.
Conflict can be resolved through legislative means (utilizing the law) or non-legislative approaches.

Types of Conflicts

Common examples include poor communication, faulty goods, defaulting on loan repayments, misleading advertising, and disagreements between management and trade unions.

Non-Legislative Conflict Resolution

Involves resolutions that do not depend on legal intervention.
Methods include personal approaches, negotiation, arbitration, and conciliation.

Personal Approach Resolution

Engaging in direct communication to highlight issues and collaboratively seek solutions.
Example: A shopper presenting a faulty item for an immediate refund.

Negotiation Resolution

All parties discuss to find a mutually agreeable solution, often requiring compromise.
Example: Employees negotiating a reduced wage increase during economic hardship, resulting in a collective agreement.

Conciliation Resolution

Involves a third-party conciliator who aids in understanding each party's perspective without deciding the outcome.
Focuses on building consensus through continued negotiation and clarification of views.

Arbitration Resolution

An independent arbitrator investigates and makes decisions or recommendations that parties have agreed to follow.
Typically seen as a last resort, arbitration decisions can be binding.

Legislative Conflict Resolution

Involves utilizing legal frameworks and principles to resolve disputes.
Relevant laws include consumer protection acts, industrial relations laws, and data protection regulations.

Consumer Rights under Sale of Goods and Supply of Services Act 1980

Goods must be of merchantable quality, fit for the intended purpose, match their description, and conform to samples.
Services must be performed with care and diligence, using fit-for-purpose materials and proper skills.

Merchantable Quality and Fit for Purpose

Goods should meet reasonable quality standards and be durable.
Goods must function as intended, including any claims made during sale.

Consumer Protection Act 2007 Overview

Prohibits false claims, misleading advertisements, and unfair commercial practices.
Establishes the Competition and Consumer Protection Commission (CCPC) for enforcement and consumer education.

Misleading Practices and Aggressive Practises

False product descriptions and misleading advertisements are illegal.
Harassment or undue influence in sales is prohibited.

Rights under Consumer Protection Act 2007

Consumers have the right to clear pricing information and remedies for losses due to misleading practices.

Competition and Consumer Protection Commission (CCPC)

Oversees enforcement of consumer rights and competition law in Ireland.
Functions include informing consumer rights, enforcing laws, assessing mergers, and advising government policies.

Small Claims Procedure

A low-cost method for consumers to resolve disputes with businesses, applicable for claims under €2,000 and does not require a lawyer.

Industrial Relations

Involves the relationship dynamics between employers and employees emphasizing cooperation and communication.
Good industrial relations enhance workforce morale, retention, and productivity, while poor relations lead to increased absenteeism and disputes.