CONSUMER RIGHTS
“If you fail to supply a service properly or if you do not resolve any issues with your service, your customers have the right to take legal action – including claiming damages.”
SET OUT IN IRISH LAW, CONSUMER RIGHTS APPLY TO ALL TRADESPEOPLE INCLUDING ANYONE SUPPLYING, INSTALLING OR MAINTAINING HOME HEATING OR PLUMBING SYSTEMS… Trader obligations to consumers under the Consumer Rights Act 2022
Many Irish homeowners are carrying out renovations and upgrading their homes. Much of this work needs to be done by qualified tradespeople such as plumbers and electricians. Unfortunately, sometimes things don’t go according to plan and customers may have grievances. As a trader, having an understanding of consumer rights can help you prevent trouble down the line. There are certain things you must do for your customers before, during and after carrying out work for them. These are set out in Irish law and apply to all tradespeople including anyone supplying, installing or maintaining home heating or plumbing systems. Before you start the service, there is certain information you must give to your customer. For instance, you must tell them who you are and how to contact you by phone, email and post; give them details of the service you’ll be providing and when you’ll be providing it; and set
out the total price or explain how the price will be calculated. You must have the necessary skills and qualifications to carry out the service, must take reasonable care and must use the appropriate materials. The service itself must be as agreed, must match what a consumer would normally expect from such a service, and must be fit for purpose. If the service fails to live up to these standards, it’s your responsibility to fix it. This might be through repair, replacement or a full or partial refund, depending on the circumstances. Repairs should be carried out within a reasonable time, at no cost to the consumer and no significant inconvenience to them. Your customer may choose to withhold some or all of your payment until the service is supplied correctly. If you fail to supply a service properly or if you do not resolve any issues with your service, your customers have the right
to take legal action – including claiming damages. It is also an offence to mislead or deceive your customers by giving them false information or leaving out crucial details about the service, your own identity or qualifications or their consumer rights. These are considered misleading commercial practices and could lead to enforcement action – up to and including prosecution. The Competition and Consumer Protection Commission (CCPC) is the enforcement body for consumer legislation in Ireland. Its work protects consumers and helps create a level playing field for businesses. Information on the remedies available to consumers and your obligations if something goes wrong can be found in its new business guide to the Consumer Rights Act 2022, available free of charge at ccpc.ie along with a range of other guidance for traders and consumers.
PLUMBING & HEATING MAGAZINE | 67
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