CH2Mindmap
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π Consumer Rights Act 2022
4 Provisions for Goods
Fit for Purpose
Goods should perform their intended function. e.g. a waterproof jacket must keep the rain out; football boots must not rip the first time they are worn.
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Durable
Goods should last a reasonable amount of time based on the price and type of product. e.g. a β¬500 smartphone should not stop working after a few weeks of normal use.
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Match Description or Sample
Goods should match any advertisement, description or sample shown. e.g. blue floral wallpaper ordered from a catalogue cannot arrive as gold plain wallpaper; a carpet tile ordered from a sample must match in colour, texture and quality.
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Include Accessories and Instructions
Goods should include all relevant accessories and instructions needed to use them. e.g. a flat-pack wardrobe must include the assembly instructions and all fittings.
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4 Provisions for Services
Necessary Skill
The provider must have the skills and experience to carry out the service. e.g. a barber must be fully trained and qualified to cut hair and charge for the service.
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Reasonable Care and Skill
The service should not be rushed and must be completed to a proper standard. e.g. a car left at a garage for a full service must have the oil changed and all checks completed.
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Materials Fit for Purpose
Any materials, tools or goods used in the service must be of expected quality. e.g. the scissors used by a barber must not be blunt or broken; the paint used by a decorator must be of expected quality.
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Reasonable Price
If no price was agreed in advance, the price charged should be reasonable for the service provided. e.g. a plumber called out for an emergency repair cannot charge an excessive amount if no quote was agreed beforehand.
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Redress for Goods β Time-Based
Within 30 Days
Short-term right to terminate. The consumer can choose a refund, repair or replacement. e.g. football boots that rip on first use within 30 days β consumer can demand a full refund.
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After 30 Days
The consumer can choose a repair or replacement, free of charge and within a reasonable time for a faulty good. e.g. a jacket with a broken zip after 6 weeks β retailer must repair or replace at no cost.
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Price Reduction or Refund
Available if repair or replacement is not possible, has failed, or causes significant inconvenience. e.g. a TV that has been repaired twice and still does not work β consumer is entitled to a refund or partial refund.
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12-Month Rule
If a fault appears in the first 12 months, it is presumed to have existed at the time of purchase unless the seller proves otherwise. Burden of proof is on the seller, not the consumer.
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Redress for Services
Bring into Conformity
The trader must first attempt to fix the issue or carry out the service again, free of charge. e.g. a hairdresser must redo a botched dye job at no extra cost.
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Price Reduction or Refund
Available where the trader cannot fix the issue, or where doing so would cause significant inconvenience to the consumer.
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Compensation
The consumer can claim for any additional financial loss caused by the trader. e.g. a plumber who floods the kitchen must compensate for the damage to flooring and units.
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Other Key Provisions
Distance Contracts β 14-Day Cooling Off
14-day cooling-off period when buying online, by phone or by mail order. Starts from the day the consumer receives the goods. No reason needed for cancellation; consumer entitled to a full refund within 14 days.
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Digital Content and Services
Digital content and services (e.g. streaming, apps, downloadable software) must be fit for purpose, in conformity with contract and match the description. Seller must supply any updates (including security updates) needed to keep the content in line with the contract.
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Signs Limiting Consumer Rights
Signs such as "No Refunds" or "No Exchanges" are illegal β a business cannot display a notice that reduces a consumer's legal rights. Signs such as "Credit Notes Only" are also prohibited.
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Retailer is Responsible
The retailer β not the manufacturer β is responsible to the consumer for resolving any problem with the goods. The consumer's contract is with the seller.
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Guarantees
Additional protection given to the consumer on top of their legal rights. Must state what is covered and the time frame it lasts for. Cannot reduce or limit a consumer's statutory rights β only add to them.
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π« Consumer Protection Act 2007
False Claims
A business cannot sell counterfeit items as real; lie about origin; lie about an award received; or lie about previous usage of a product.
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Misleading Advertising
Advertising must be clear about what can be expected from the product. Cannot mislead by comparing non-like-for-like products. Misleading practices that distort buying decisions are banned.
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Price Display Regulations
Prices must be displayed inclusive of all charges, fees and taxes. Must be truthful about actual price, previous price and recommended retail price when comparing to the current selling price.
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Aggressive Selling Practices
Prohibits harassment, coercion or exercising undue influence to get someone to buy something. e.g. pressurising, intimidating or taking advantage of vulnerable consumers.
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Pyramid Schemes
Banned schemes where people buy in at a level and recruit more people below them to profit. Unsustainable and exploitative β illegal under the Act.
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Price Controls
The Government can impose a maximum price on certain goods in an emergency situation. Only the Government (not the Minister) can exercise this power.
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π CCPC, Small Claims and Ombudsman
CCPC β 6 Functions
Inform the Consumer
Provides information on ccpc.ie and via social media accounts β helping consumers understand their rights.
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Enforce Consumer Law
Issues compliance notices directing traders to fix a breach; issues on-the-spot fines of β¬300 payable within 28 days; publishes names on the Consumer Protection List.
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Conduct Research
Researches consumer behaviour and market outcomes to help consumers identify possible savings and improvements available to them.
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Educate the Consumer
Helps consumers make informed financial choices β e.g. financial calculators and mortgage comparison tools on the CCPC website.
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Advise the Government
Highlights issues facing consumers and suggests changes to legislation to better protect consumer interests.
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Protect from Monopolies
Monitors potential mergers and acquisitions to reduce the likelihood of monopolies that prevent fair competition in the market.
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Small Claims Court β Key Facts
Types of Claims
Handles consumer claims for faulty goods, bad workmanship or damage to property. Cannot deal with debts, personal injuries or breach of hire-purchase agreements.
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Maximum Award: β¬2,000
Can award compensation to a maximum of β¬2,000. EU Small Claims Court can award up to β¬5,000 for cross-border disputes.
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Cost: β¬25 | No Solicitor
Costs just β¬25 to apply. No solicitor needed β limits legal costs. Online application system available. Retailer given 2 weeks to respond or a District Court date is set.
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Ombudsman β Key Facts
Who Can Complain
Investigates complaints against public service bodies that have not dealt with a complaint properly, given wrong information or made an unfair or unexplained decision.
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Last Resort
Will only investigate a complaint if the person has tried to resolve it themselves first β all other procedural routes must have been exhausted.
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Types of Investigation
Preliminary: Informal interview, gather information from the public body.
Formal: Conducted in private and in writing; can demand files and documents; must inform complainant of outcome.
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Formal: Conducted in private and in writing; can demand files and documents; must inform complainant of outcome.
Recommendations Only
The Ombudsman can only make recommendations β their decisions are not legally binding. They may ask the provider to change its decision or offer compensation.
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2023 Q1(B) + 2020 Q1(B)
Three provisions of the Act β goods and services. (20)
βΌ
(i) Outline three provisions of the Consumer Rights Act 2022 regarding a consumer's statutory rights. (18 marks β 3 Γ 6 (3+3))
(ii) Explain the 'right to cancel' (cooling-off period) for consumers in Ireland. (2 marks)
(ii) Explain the 'right to cancel' (cooling-off period) for consumers in Ireland. (2 marks)
βοΈ Three Provisions
Fit for Purpose: Goods must be able to perform their intended function. e.g. a waterproof jacket must keep the rain out; a blender must be capable of blending food as designed.
Durable: Goods should last a reasonable amount of time based on the price and type of product. e.g. a β¬500 smartphone should not stop working after a few weeks of normal use.
Match Description or Sample: Goods must match any advertisement, description or sample shown. e.g. blue floral wallpaper ordered from a catalogue cannot arrive as gold plain wallpaper β it must match the description exactly.
βοΈ Right to Cancel (Cooling-Off Period)
Right to Cancel: You have the right to cancel within 14 days when a product is purchased from a distance β online, by telephone or by mail order. The 14 days starts from the day the consumer receives the goods. No reason is needed for cancellation and the consumer is entitled to a full refund.
π Watch the wording: If the question asks for "provisions of the Act" you need all provisions (goods and services). If it specifies "provisions for goods" only, focus on the 4 goods provisions. Students lose marks by only giving goods provisions when services are also required.
2011 Q1(B) + 2022 Deferred
Illustrate two forms of redress for faulty goods. (20)
βΌ
Illustrate two forms of redress available to consumers for breach of the Consumer Rights Act 2022. (20 marks β 2 Γ 10, each 5+5: name + explain + example)
βοΈ Suggested Answer
Within 30 Days (Short-Term Right to Terminate): If a fault appears within 30 days of purchase, the consumer can choose a refund, repair or replacement. The choice rests with the consumer, not the retailer.
Example: A consumer buys a pair of football boots for β¬80 and they rip the first time they are worn (within 30 days). The boots are not fit for purpose β the consumer can demand a full refund of β¬80.
Example: A consumer buys a pair of football boots for β¬80 and they rip the first time they are worn (within 30 days). The boots are not fit for purpose β the consumer can demand a full refund of β¬80.
After 30 Days β Repair or Replacement: After the 30-day window, the consumer is entitled to a repair or replacement, free of charge and within a reasonable time for a faulty good.
Example: A consumer returns a jacket with a broken zip 6 weeks after purchase. The retailer must repair the zip or provide an identical working jacket in exchange β at no cost to the consumer.
Example: A consumer returns a jacket with a broken zip 6 weeks after purchase. The retailer must repair the zip or provide an identical working jacket in exchange β at no cost to the consumer.
π Illustrate = State + Explain + Example. Do not just repeat the word "refund" or "repair" in your explanation β you must explain what it actually means under the CRA 2022 and link the example clearly. The marking scheme rewards the time-based framework (within 30 days / after 30 days) β vague "the consumer gets money back" answers do not score full marks.
2022 Q4(A)
Consumer Protection Act 2007 β price displays, misleading info, enforcement. (20)
βΌ
Explain the provisions of the Consumer Protection Act 2007, with reference to the following:
1. Price display regulations. 2. Providing misleading, false or inaccurate information. 3. Enforcement of the act. (20 marks β 2 Γ 7 (4+3) + 1 Γ 6 (3+3))
1. Price display regulations. 2. Providing misleading, false or inaccurate information. 3. Enforcement of the act. (20 marks β 2 Γ 7 (4+3) + 1 Γ 6 (3+3))
βοΈ 1 β Price Display Regulations (7 marks)
Price Display: The Act provides that prices of certain products must be displayed inclusive of all charges, fees and taxes. Prices must be truthful about the actual price, the previous price and the recommended retail price (RRP) when comparing to the current selling price. The Government (not the Minister) can also control maximum prices in an emergency situation.
βοΈ 2 β Misleading, False or Inaccurate Information (7 marks)
Misleading Advertising: The Act protects consumers from misleading, aggressive or prohibited practices. A misleading practice involves providing false, misleading or deceptive information that would impair the average consumer's ability to make an informed choice and cause them to make a decision they would not otherwise make. The Act also prohibits aggressive practices such as harassment, coercion or exercising undue influence β e.g. pressurising or intimidating vulnerable consumers.
βοΈ 3 β Enforcement (6 marks)
Enforcement: The CCPC enforces the Consumer Protection Act 2007. It can issue on-the-spot fines of β¬300 payable within 28 days; issue compliance notices directing a trader to fix a breach of the Act; and publish the trader's name on the Consumer Protection List (name and shame).
π Marking scheme: 2 Γ 7m (4+3) + 1 Γ 6m (3+3). The two 7-mark points each need 4 marks of explanation and 3 marks of development/example. The 6-mark enforcement point needs 3 + 3. Name all three CCPC enforcement tools β a vague answer about "fines" alone will not score full marks here.
2022 Q4(B)
Role of the Ombudsman + two features of the Small Claims Court. (20)
βΌ
(i) Outline the role of The Office of the Ombudsman. (8 marks β 4+4)
(ii) Describe two features of the Small Claims Procedure/Small Claims Court. (12 marks β 2 Γ 6 (3+3))
(ii) Describe two features of the Small Claims Procedure/Small Claims Court. (12 marks β 2 Γ 6 (3+3))
βοΈ Part (i) β Ombudsman
Types of Complaint: The Ombudsman investigates complaints against public service bodies where the body has given the wrong information, failed to deal with a complaint properly, made an unfair decision or failed to explain the reason for a decision adequately.
Last Resort: The Ombudsman will only investigate if all other procedural routes have been exhausted β the person must have tried to resolve the problem themselves first.
Preliminary Investigation: The Ombudsman begins by asking the public body to provide relevant information and may conduct an informal interview at this stage.
Formal Investigation: Carried out in private and usually in writing. The Ombudsman can demand any files or documents needed. At the end of the process, the complainant must be informed of the decision. Recommendations are made β they are not legally binding.
βοΈ Part (ii) β Small Claims Court
Affordable and Accessible: It costs just β¬25 to apply and no solicitor is required β limiting legal costs significantly. An online application system is available, making it convenient for consumers to use without legal expertise.
Speed: The retailer/service provider is given 2 weeks to respond to the case. If they do not respond, a hearing date is set in the District Court. Maximum award is β¬2,000. The decision can be appealed to the Circuit Court.
π Common error: Students confuse the Ombudsman with the CCPC. The Ombudsman deals with public service bodies (e.g. HSE, councils, government departments). The CCPC deals with private businesses and traders. Get this distinction right β it is regularly tested.
2024 Q4(C) + 2021 Q1(B)
Evaluate the role of the CCPC. (20)
βΌ
Evaluate the role of the Competition and Consumer Protection Commission (CCPC). (20 marks β typically 3β4 points developed and evaluated)
βοΈ Suggested Answer β Evaluate = explain the function + assess its impact
Informing the Consumer: The CCPC provides detailed information on ccpc.ie and via social media. This is highly effective as it gives consumers free and accessible guidance on their rights, enabling better-informed purchasing decisions β particularly for financial products where consumers are often disadvantaged.
Enforcing Consumer Law: The CCPC can issue on-the-spot fines of β¬300 and compliance notices, and publish businesses on the Consumer Protection List. While the β¬300 fine may be too small to deter large retailers, the "name and shame" power of the Consumer Protection List can cause significant reputational damage, making it an effective deterrent.
Protecting from Monopolies: The CCPC monitors mergers and acquisitions to prevent monopolies forming. This protects consumers from price exploitation β without this function, dominant firms could charge excessive prices and reduce consumer choice.
Advising the Government: The CCPC highlights emerging consumer issues and recommends legislative changes. This keeps consumer protection law relevant and responsive β for example, the move to the Consumer Rights Act 2022 which expanded consumer rights to cover digital content and services for the first time.
π Evaluate = explain the function AND assess how effective it is. Do not just list the six functions β each point needs a judgement about its impact or effectiveness. Use phrases like "this is effective because..." or "a limitation is that..." to earn the evaluation marks.
The following topics are identified as 2026 must-knows for Chapter 2: Consumer Conflict based on past paper frequency, examiner reports and the 2026 trend master sheet.
Consumer Rights Act 2022 β provisions for goods, services and redress Hot
Top-listed must-know. Know the 4 provisions for goods (Fit for Purpose, Durable, Match Description or Sample, Include Accessories and Instructions), the 4 provisions for services (Necessary Skill, Reasonable Care and Skill, Materials Fit for Purpose, Reasonable Price) and the time-based redress framework (within 30 days / after 30 days / price reduction or refund / 12-month rule). The CRA 2022 replaced SOGSSA 1980 β do not use "merchantable quality" in answers. Past papers: 2023 Q1(B), 2020 Q1(B), 2019 ABQ(C), 2017 Q1(C), 2011 Q1(B).
Top-listed must-know. Know the 4 provisions for goods (Fit for Purpose, Durable, Match Description or Sample, Include Accessories and Instructions), the 4 provisions for services (Necessary Skill, Reasonable Care and Skill, Materials Fit for Purpose, Reasonable Price) and the time-based redress framework (within 30 days / after 30 days / price reduction or refund / 12-month rule). The CRA 2022 replaced SOGSSA 1980 β do not use "merchantable quality" in answers. Past papers: 2023 Q1(B), 2020 Q1(B), 2019 ABQ(C), 2017 Q1(C), 2011 Q1(B).
Consumer Protection Act 2007 β similar question to 2022 Hot
The CPA is flagged as likely to appear in a format similar to 2022 Q4(A): price display regulations, misleading information and enforcement. Know all three CCPC enforcement tools (β¬300 fine, compliance notice, Consumer Protection List). Know the six types of prohibited practice including pyramid schemes and aggressive selling. Past paper: 2022 Q4(A).
The CPA is flagged as likely to appear in a format similar to 2022 Q4(A): price display regulations, misleading information and enforcement. Know all three CCPC enforcement tools (β¬300 fine, compliance notice, Consumer Protection List). Know the six types of prohibited practice including pyramid schemes and aggressive selling. Past paper: 2022 Q4(A).
CCPC β evaluate its functions Watch
Has appeared as an evaluate question in 2024, 2021, 2016, 2013 and 2012. Know all six functions and be able to assess the effectiveness of each β not just list them. The β¬300 fine vs "name and shame" effectiveness comparison is a strong evaluation point. Past papers: 2024 Q4(C), 2021 Q1(B), 2016 Q1(C).
Has appeared as an evaluate question in 2024, 2021, 2016, 2013 and 2012. Know all six functions and be able to assess the effectiveness of each β not just list them. The β¬300 fine vs "name and shame" effectiveness comparison is a strong evaluation point. Past papers: 2024 Q4(C), 2021 Q1(B), 2016 Q1(C).
Ombudsman β role and investigation process Watch
Flagged as a possible short question or part of a longer Q. Know that it investigates public service bodies (not private retailers), is a last resort, and can conduct preliminary or formal investigations. Decisions are recommendations only β not legally binding. Past papers: 2022 Q4(B), 2019 Q1(C), 2010 Q1(B).
Flagged as a possible short question or part of a longer Q. Know that it investigates public service bodies (not private retailers), is a last resort, and can conduct preliminary or formal investigations. Decisions are recommendations only β not legally binding. Past papers: 2022 Q4(B), 2019 Q1(C), 2010 Q1(B).
Small Claims Court β features and figures Possible
Has appeared in 2024, 2022, 2019 and 2013. Know the key figures: β¬2,000 maximum award, β¬25 cost, no solicitor needed, 2 weeks for retailer to respond. Know the types of claims it handles and what it cannot deal with (debts, personal injuries, HP agreements). Past papers: 2024 Q1(B), 2022 Q4(B), 2019 Q1(C).
Has appeared in 2024, 2022, 2019 and 2013. Know the key figures: β¬2,000 maximum award, β¬25 cost, no solicitor needed, 2 weeks for retailer to respond. Know the types of claims it handles and what it cannot deal with (debts, personal injuries, HP agreements). Past papers: 2024 Q1(B), 2022 Q4(B), 2019 Q1(C).
Digital Content and Services β new under CRA 2022 Possible
A new provision worth knowing. Streaming, apps and downloadable software must be fit for purpose, in conformity with the contract and match the description. Sellers must supply updates (including security updates) to keep digital content in line with the contract. This is the type of distinctive CRA 2022 point that could appear as a 6-mark sub-question.
A new provision worth knowing. Streaming, apps and downloadable software must be fit for purpose, in conformity with the contract and match the description. Sellers must supply updates (including security updates) to keep digital content in line with the contract. This is the type of distinctive CRA 2022 point that could appear as a 6-mark sub-question.
CRA 2022
Use the new Act and the new language
The Consumer Rights Act 2022 has replaced SOGSSA 1980. Do not refer to "merchantable quality" β the CRA 2022 uses "conformity with contract" language and lists Durable as a separate provision focused on lasting a reasonable time based on price and type. Old SOGSSA language signals out-of-date knowledge to the examiner.
e.g. The 4 provisions for goods are: Fit for Purpose, Durable, Match Description or Sample, Include Accessories and Instructions. The 4 provisions for services are: Necessary Skill, Reasonable Care and Skill, Materials Fit for Purpose, Reasonable Price.
Illustrate
Redress = State + Explain + Example
When asked to illustrate redress, you must state the type of redress, explain when it applies under the CRA 2022 time-based framework, and give a clear example. Just writing the word "refund" and saying "the consumer gets their money back" will not score full marks.
e.g. "Within 30 days β short-term right to terminate. If a fault appears within 30 days, the consumer can choose a refund, repair or replacement. e.g. football boots that rip on first use within 30 days β consumer can demand a full refund of β¬80."
Time-Based Redress
Within 30 days / After 30 days / 12-month rule
CRA 2022 redress is time-based, not a fixed list of "R's". Within 30 days = consumer chooses refund, repair or replacement. After 30 days = repair or replacement free of charge. If those fail or cause significant inconvenience = price reduction or refund. The 12-month rule shifts the burden of proof onto the seller.
e.g. "Within the first 12 months a fault is presumed to have existed at the time of purchase unless the seller proves otherwise β this gives the consumer strong protection in the early life of the product."
Services Redress
Different from goods redress
Services have their own three-tier redress framework: Bring into conformity (trader fixes or redoes the service free of charge), Price Reduction or Refund (where the trader can't fix it or fixing it causes significant inconvenience) and Compensation (for any additional financial loss caused).
e.g. "A plumber who floods a kitchen must compensate the consumer for the damage caused to the flooring and units β Compensation under the CRA 2022 covers additional financial loss caused by the trader."
Ombudsman vs CCPC
Public vs private β a key distinction
The Ombudsman deals with public service bodies (HSE, councils, government departments). The CCPC deals with private businesses and traders. This distinction is regularly tested β mixing them up costs marks. The Ombudsman also makes recommendations only β not legally binding decisions.
e.g. Complaint about a hospital's decision β Ombudsman. Complaint about a retailer selling counterfeit goods β CCPC. Never use the Ombudsman for a private business dispute.
Evaluate
CCPC function + effectiveness
Evaluate means explain the function AND assess how effective it is. Do not just list the six functions β each point needs a judgement. A good evaluation technique: state the function, explain what it does, then say whether it works well or has a limitation.
e.g. "The β¬300 on-the-spot fine may be too small to deter large retailers. However, publication on the Consumer Protection List causes significant reputational damage, making it a more effective deterrent."
Small Claims
Know the four key figures
Examiners award marks for precision β vague answers about the Small Claims Court do not score well. Learn the four key figures and be ready to use them: β¬2,000 max award, β¬25 application fee, 2 weeks for retailer to respond, no solicitor required.
e.g. "The Small Claims Court is accessible β it costs just β¬25 to apply, no solicitor is needed and the retailer must respond within 2 weeks. Compensation can be awarded up to a maximum of β¬2,000."
Distance Contracts
14 days from receipt β not from purchase
A frequent student error: students say the cooling-off period starts at purchase. Under the CRA 2022, the 14-day cooling-off period for distance contracts (online, phone, mail order) starts from the day the consumer receives the goods β not the day they ordered them. No reason needed for cancellation.
e.g. "Ordered online on 1st May, delivered on 8th May β the 14-day cooling-off window runs from 8th May to 22nd May. The consumer is entitled to a full refund within 14 days of cancellation."