CCPC releases breakdown of 18,860 contacts received in the first half of 2023

October 19, 2023

• 18,860 consumers contacted the CCPC helpline, a 14% increase on last year
• The CCPC’s free online Money Tools were used 447,182 times, a 42% increase
• 3,414 contacts related to faulty goods and services

The CCPC has published its Consumer Contacts Report for January to June 2023, detailing the queries and complaints received by the CCPC helpline from consumers across Ireland.

Faulty goods and services have again topped the list of consumer concerns.

Gráinne Griffin, Director of Communications at the CCPC, said:

“We receive thousands of contacts about faulty goods and services every year, and it’s vital that consumers know their rights. Your consumer rights don’t end after 30 days, or even after a year – products should last for a reasonable time, and even five years after purchase you may still be entitled to a repair, replacement or refund.

We’re also seeing a lot of confusion around warranties and who is responsible if something goes wrong. It’s very simple: if there’s a problem with something you’ve bought, always take it up with the trader you bought it from, not the manufacturer or the delivery service, and remember that no warranty can take away your rights as a consumer.”

Advice to consumers dealing with faulty goods

• Deal with the shop, not the manufacturer:
  If an item is faulty, the shop you bought it from must address the issue
• Act fast:
  Your consumer rights last up to six years after you buy, but your rights are stronger for the first year and strongest in the first 30 days
• Know your consumer rights:
  Focus on your rights, not just your warranty or guarantee; go to CCPC.ie/myrights for all the information you need

A large number of contacts regarding faulty goods were referred to the Small Claims Court.

Gráinne Griffin, Director of Communications at the CCPC, said:

“The Small Claims Court is a last resort for consumers who are having difficulties accessing their rights, but the €25 fee can be a barrier for some, while the fact that claims cannot exceed €2,000 means certain categories of purchase – like cars, for example – are generally excluded from the Small Claims process.”

Vehicles and transport again led the list of sectors consumers contacted the CCPC about, while the top traders named by consumers contacting the helpline included Eir, Ryanair and Vodafone.

The helpline also deals with queries regarding personal finance. Mortgages topped the list of personal finance queries to the helpline, and the CCPC’s free online mortgage comparison Money Tool was visited over 220k times between January and June.”

For more information read the Contacts Report 2023.

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