CONSUMER STUDIES

Gr 11 – 2024
Term 3
ASSESSMENT PROGRAM TERM 3
Task 4 Practical x 4 25%
Task 5 September Control Test 75%

The Consumer
content to be covered

Income and expenses of South African families

• Sources of income of South African households.
• Expenditure/spending patterns of South African households

The household budgets

• The household budget as an instrument for managing financial
resources.

• Principles of budgeting (assesses needs and goals, spends control, and

bookends, prepares for unexpected incidents).

• Prepare a household budget according to the following steps:

- List of revenues
- Estimated costs: fixed payments, variable/day-to-day expenses, emergencies, non-
essentials/luxuries).
- Compare income and expenses.
- Evaluate the budget
- Suggest possible corrective action if income and expenses are out of balance.

THE CONSUMER
Income and expenses of SA families.

SOURCE OF INCOME OF SOUTH AFRICAN FAMILIES

Expected revenue comes from
• Salaries / wages (for work performed)
• Interest (on savings / investments)
• Rental income (property)
• State pensions and pensions
• Social grants from government
• Unemployment Insurance Fund
("UIF") Sources of expenditure in the household budget

Unexpected income can be provided by

• Profit from the sale of goods (products)
▫ Vegetables from the vegetable garden
▫ Making clothes

• Income from services rendered

▫ Repair of furniture
▫ Clothing customizations

• Heritage
Sources of expenditure in the household budget
• Housing (rent/mortgages/accommodation)
• Transportation (maintenance and payment of vehicles, fuel / taxi rates)
• Food/Groceries
• Electricity / Fuel
• Tax
• Clothing
• Relaxation

Fixed expenses
• Mortgage / mortgage or rent / accommodation
• Transportation maintenance and payments of
vehicle, fuel, Uber, or taxi fares
• Food/Groceries
• Electricity, gas, coal
• Tax
• Clothing

ACTIVITY 41

1. Explain what the purpose of Statistics South Africa (SSA) is.

2. Name the TWO different income sources of South African households and give appropriate
examples

3. Describe the term financial income.

FACTORS REGARDING EXPENDITURE PATTERNS OF SOUTH AFRICAN HOMES

• Gross income and total expenses
• Needs of a family (linked to phase and family life cycle / single-income families)
• The number of people living in a household / Size of the family
• Dependents who require additional assistance/medical assistance, e.g., AIDS sufferers/elderly, or
disabled people.
• Place (number of available stores, exclusivity increase prices of stores)
• Age
• Current socioeconomic status of the individual/household/country
o Availability of work
o Political turmoil
o World economy and health
o Inflation
o Interest rate
ACTIVITY 42
1. Identify the factors influencing the spending patterns of South Africans.

2. Read the case study below and identify and explain the factors that could potentially influence the
Julius household's spending patterns.

The members of the Julius family are strict Muslims. Their household consists of Mr. and Mrs.
Julius, three children (Imran is 12, Zakira is 14 and Shehaam is 17) and Mrs. Julius's elderly
mother.
Mrs. Julius' mother is ill and has high medical expenses. She does not belong to a medical aid
and thus the Julius family pays her medical expenses themselves. They live in Cape Town in a
home for a single family.
Mr. Julius is a bank clerk and works in the Cape Town CBD. Mrs. Julius is a teacher at the
local school who is also attended by their children.
Zakira and Shehaam are very good tennis players and participate in tournaments all over the
country. They receive private tennis lessons twice a week. Imran is an avid surfer and goes to
the beach with his friends just about every day to surf.

THE HOUSEHOLD BUDGET

What is a budget?
Estimation of income and expenses for a specific time. / Detailed breakdown of income and expenses for
a specific time.

Reasons for budgeting

• Help with goal statement
• Ensure that money is set aside (savings)
• Ensure that the money is spent wisely.
• Keep a record of how money is spent
• Helps achieve financial goals
• Help stay debt free / get out of debt
• Help with financial freedom
• Keep your life within your means

Who should all budget

• Any individual / family who receives an income.
• A person / family who wants to achieve their goals / objectives financially, e. going on vacation /
paying school fees in full / buying a new car.
• A person or family who wants to be debt free / or remain debt free.
• The government receiving taxes.
PRINCIPLES OF BUDGETING

Assess needs
and goals
Check and keep
a record of
expenditure
Make your money
Goals
work for you

Make up for the

Live within your unexpected
capabilities

• Evaluate needs and goals - What do you want to achieve?

• List of income - How much do you have to spend / save?
• Estimated costs: list all expenses and prioritize (fixed payments, variable/day-to-day expenses,
emergencies, non- essentials / luxuries)
• Calculate the difference and evaluate the budget - Make changes to ensure that expenses are no
more than the income
• Suggest possible corrective action if income and expenses are not in balance.

STEPS IN BUDGETING

Corrective
Evaluate steps in
Compare Budget income and
Estimate income and expenses
List Income Expenses expenses

Compare income and expenses

• Income should be greater than expenses.
• Expenses must not exceed income.
• A budget support this.
• If the income exceeds expenses, then the budget has net profit. (surplus)
• If expenditure exceeds revenue, the budget has net loss (deficit)
• No contributions can be made for savings when the budget shows a net loss.

What to remember after the budget

• Self-discipline is necessary to stay in your budget
• Set spending limits
• Regularly evaluate the budget - compare actual spending with planned spending
• Storage for a specific purpose

Guidelines for evaluating a Budget

• Make sure all the income is listed
• Keep track of your cash outlay
• Check if you have listed all your expenses - remember to separate the fixed and variable expenses
• Adjust your budget where necessary

Non-essential expenses or luxuries:

These are items you don't really need. These include:
• Holidays
• Second car
• Visits to restaurants
• Designer clothing
• There is nothing wrong with buying luxuries if you can afford them, but if you don't have the money
to pay them, your debt will lapse

Allows for unexpected expenses, e.

• To fix burst pipes or buy new tires for the car.
• Prepare for rainy days, because you don't know when it's coming.

Budget correction
• Spend less
• Cut down on unnecessary expenses, for example eating out
• Create another source of income, e. Extra work
• Reduce debt through certain expenses, for example, clothing bills, paid off e

Live within your means

• Live within your means
• Make money work for you
• Save money in investments with good returns
• Make sure your savings earn good interest
• Use banks that offer rewards, e. If money is spent, person gets a percentage of your expenses,
e.g., E-dollars from FNB/ABSA rewards. U-count rewards from Standard Bank.

ACTIVITY 43
1. Define the term budget.

2. List FIVE reasons why a family should budget.

3. Discuss the principles of budget and personal financial management.

4. Explain how expenses should be controlled and recorded

ACTIVITY 44
1. When drawing up a budget, there are some steps that need to be followed. Name the FOUR
steps in creating a budget.

2. Explain each of the following terms:

2.1 Net Income
2.2 Fixed edition
2.3 Changing edition
2.4 Non-essential/luxury expenses
2.5 Emergency expenses
ACTIVITY 45
Use the information provided to you to set a budget for Susan.

Susan's planned monthly Susan's actual income and expenses

Income and expenses
Planned monthly income Actual monthly income
Part-time newspaper delivery R150,00 Part-time newspaper delivery (client
tipped R10,00) R160,00
Nanny R50,00 Nanny R65,00
Total: Total:
Planned fixed monthly expenses Actual fixed expenses
Installment on loan for her Installment on loan for her father
dad to a music center R50,00 for a music center R50,00
Total: Total:
Planned variable expenses Actual variable expenses
Clothing R55,00 Clothing R60,00
Personal items R30,00 Personal items R45,00
Savings for a bicycle R35,00 Birthday present for her mother R25,00
Entertainment R20,00 Entertainment R35,00
Friend's pen to be replaced R10,00
Total: Total:

Use the information provided above and answer the following questions.

1. Explain the difference between the planned and the actual expenses.

2. Name the expense Susan spent too much on.

3. Name the areas Susan spent less on than she had planned.

4. Give the amount that was left at the end of the month to save.

Budget sheet for Susan:

Category Budget Actual Difference ( more –) (less +)
amount amount
INCOME

INCOME
SUBTOTAL
EXPENSES

EXPENSES SUBTOTAL
NET INCOME/DEBT
(Income Minus Expenses)
CONSUMER
Banking and payment methods
• Types of bank accounts such as savings and checking accounts
• Tips to keep bank fees low.
• Methods by which goods and services can be purchased:
- Cash transactions
- debit card:
• Pros and cons of each (cash transactions and Debit cards)
- Credit transactions: pros and cons
- Credit account monthly payment account; store cards)
- Credit cards
- Comparison between credit and cash transactions

Using Technology for Payments: Pros and Cons

• Internet payments.
• ATM payments.
• Credit cards.
• Debit cards.
• Mobile phone payments.

BANKING AND PAYMENT METHODS

Interest: the price borrowers pay for using someone else's money
Credit: a method of acquiring goods and services immediately and paying for them in the future
Debit card: a plastic card that offers an alternative payment method as cash when making purchases
Revolving credit: credit revolving around by being continually renewed when you pay it off
Non-Revolving Credit: A type of credit that is usually made available for a month, by the end of the
month the full amount must be repaid.
Fraud: the crime of tricking someone into getting money/personal benefit
Money Laundering: Taking the Proceeds From a Criminal Activity and Making Them Legal
Deposit: amount of money deposited into a bank account
Stop order: the bank automatically withdraws a specific amount of money from a checking account in
order to pay a monthly expense on your behalf
Debit order: granting permission to business to withdraw funds from your checking account
Overdraft: an arrangement that an account holder has with his/her bank to take out more money than
there is in her/his account
Countertop: the part of a receipt kept as a record by the person issuing receipt
Parties: different people/groups of people involved in a transaction
Negotiable: to be changed after discussion
Punishment: punishment for breaking a law, rule or contract
Transaction: the process of buying or selling
Scam: Dishonest Trick
Cash-Type Transactions
The term cash includes:
• payment with actual banknotes and change
• payment where money is withdrawn from your cheque, debit or savings card as well as
Internet payments
BENEFITS DISADVANTAGES
• Full payment is made immediately/is • Take time to count
guaranteed as soon as the card is accepted. • Not safe can be robbed
• Money is ideal for small purchases • May lose it
• Convenient if person does not have bank • Difficult to prove that internet payment has
account been made
• Can reduce risk of bad debt
• Debit cards can be used for online • Transaction fee is often involved if cards are
purchases and mail orders. used.
• Fraud with PIN numbers is often a problem.
Cards are cheaper than withdrawing cash. • The card can only be used if there are funds
(Money is deducted from the account in the bank account.
immediately.)
Ways to Limit Bank Charges
• Use debit card; Credit card or bank card to pay for purchases: It's cheaper, safer, and more
convenient than cash.

• Use ATM, telephone or cell phone banking techniques, or internet banking method rather than
visiting the branch itself.

• Use your own bank's ATMs to avoid additional fees, or withdraw from stores like Pick & Pay if
your bank supports it.

• Draw larger amounts less often rather than regular smaller amounts
• Make sure there are enough funds available in your accounts to cover costs and avoid
penalties.

Credit transactions
Credit transactions take place when goods or services are received, but payment is made only at
a later stage. The term credit transactions include:
• Credit cards – A credit card can be used at any store that has credit card facilities.
- The consumer receives the products upon purchase.
- The merchant receives cash less than a percentage.
• Lease Purchase or Down Payment Transaction Agreements – The purchase price is paid off
in smaller portions over a specific period of time. Monthly payment amounts depend on or on
the length of the period over which they are paid off. The business charges interest on
outstanding amount.
• Store purchase agreements - consumer pays a deposit for goods that he wants to buy, but
they are kept in the store until the full purchase amount is paid.
• Credit accounts such as (monthly/customer accounts or store cards)
– Some merchant allows selected buyers to purchase goods on credit up to a set amount,
depending on their creditworthiness.
- The buyer takes the goods before they are paid ("on account").
- At the end of month, the buyer receives a statement of account indicating how much
outstanding debts there are on the account and what is the minimum amount he/she has
to pay that month.
BENEFITS DISADVANTAGES
•Payments can be distributed over a longer Even if the product is in the possession of the
period of time in smaller amounts, e. When buyer, it becomes his property only when the full
buying car or home. It allows consumers to buy amount has been paid off.
something they would not otherwise be able to
afford. • Goods can be taken back if the full amount
• Some businesses offer interest-free credit is not paid.
on for a few months to encourage sales. • High interest is often charged.
• All instalments must be paid, even if the
• Goods immediately become the property of product is broken or no longer in the buyer's
the buyer, even if they are paid only later. possession The selling price is higher so that
the retailer can cover the cost of the credit.
A business that purchases goods on account
can sell them before they have to pay them. The buyer may buy more because it is "easier"
on credit.
Consumers can pay off monthly on products • The seller can be plunged into bad debts if
they otherwise wouldn't be able to buy. buyers do not pay regularly / on time.

The cardholder can use budget facility on the Some traders add interest on amounts that are
credit card and pay off monthly to the bank in in arrears.
installments. • The bank deducts a percentage of the
purchase amount before remitting money
to the merchant.

• High interest is charged,

making it an expensive
method of borrowing
money

CASH VS CREDIT
• Purchases limited by the amount • Purchases are not limited to
of cash available. the amount of money in your
• Consumer does not pay wallet.
additional costs. • The consumer pays interest.
• Consumers can bargain for • Selling price is higher so
cash discounts. dealers can cover costs of
• Cash can be stolen. credit.
• Difficult to keep track of expenses. • Safer because cash doesn't
• The consumer does not go into debt. have to be carried.
• Receive a statement on
which all expenses are
listed.
• Very easy to overspend.
CREDIT MANAGEMENT GUIDELINES
1. Plan your expenses carefully
2. Manage your credit responsibly
3. Avoid taking out more loans or further credit purchases if you are struggling with refunds.
4. Do not borrow money for everyday expenses such as food purchases.
5. Your credit repayments should never exceed 20-30% of your income.
6. Look around for credit facilities that offer you the best borrowing options and credit costs.
7. Pay all bills in full every month, as far as possible.
8. Do not spend more than you budgeted for the month.
9. Borrow money from reputable institutions that will ensure you don't borrow more than you can
repay not.
10. Read documents thoroughly before signing anything.
11. Keep a thorough record of all credit transactions.
12. Know what to do, and respond immediately, if you experience financial difficulties in repaying
your credit.

Savings Account: Safe short-term investments. You can deposit or withdraw money into your savings
account at any time. Interest earned is low.

Money Market Account: Earn higher interest than savings accounts. Their interest rate changes as the
country's interest rate changes. Requires a large minimum of balance.

Fixed deposit accounts: Deposit money into the account for a fixed period at a fixed or fixed interest
rate.

Current accounts: Also called checking accounts. Does not earn any interest on the account.

Daily Money Accounts: Can deposit and withdraw money from a day money account as you need. A
minimum balance must be kept in the account at all times.

Mobile banking: banking on your mobile phone or PDA

Personal Digital Assistant (PDA): a mobile, handheld device that stores computer and information
storage and provides retrieval capabilities for personal or business use

"Firewall": a software program that prevents data from entering the computer through the Internet from
damaging the computer or damaging the stored information on the computer
ACTIVITY 46
1. Name SIX types of cash transactions.

2. Explain banks under the following headings:

2.1 The services available to consumers
2.2 How do banks make their money

3. You have inherited a sum of money and want to save it for an overseas holiday in two years.
Explain the type of bank account that would be best to save the money in and give reasons.

4. You start working and need a bill for everyday expenses and to pay your bills.
Identify the type of account that will best suit your needs and explain why.

ACTIVITY 47

1. Banks make money by charging fees for the services they offer. Make a list of what is covered by
these costs.

2. As a bank teller, give advice to a new client on how to reduce his bank fees.

ACTIVITY 48
1. Define the term electronic transmission.
2. Read the scenario and answer the questions

Lana recently started working and received her first salary in cash. However, she does not
feel
safe to carry that bunch of money on her when she has to go pay her monthly bills. However,
she does not open a bank account because she thinks the bank will take her money. She
wants to save up to buy a car

Advise Lana on the following technological methods of payments that she can use for her
expenses.
a) Internet payments
b) ATM payments
ACTIVITY 49
Explain the following credit transactions
1. Credit Account
2. Credit cards

ACTIVITY 50
Identify the method of payment from statements below:
1. The method that allows you to consolidate your debt and pay off the balance

2. This payment method does not allow you to create debts

3. A PIN number is given to you to put in the phone
4. This method has very high interest rate
5. Challenge to access your bank account if there are network issues.

6. This type of banking is not 24 hours or on specific public holidays

ACTIVITY 50 MEMO

1. The method that allows you to consolidate your debt and pay off the balance
Credit card

2. This payment method does not allow you to create debts

Debit card

3. A PIN number is given to you to put in the phone

Cell phone payment

4. This method has very high interest rate

Credit card

5. Challenge to access your bank account if there are network problems

Cell phone payment

6. This type of banking is not 24 hours or on specific public holidays

Telephone banking
Consumer protection policies and practices
Basic knowledge
The National Credit Act (NCA) of 2007. (Basic knowledge of the purposes of the law and the influence
it has on consumers)

The National Credit Regulator (NQF).

• Registration of credit providers with the NQF.
• Consumer rights relating to credit transactions
• Interest rates and other paid fees.
• Reckless lending.
• Debt counselling.

The Consumer Judiciary (a consumer credit court).

• Microloans.
• Pyramid schemes.

The Credit Bureau

• Credit information of consumers recorded by the Bureau.
• Consumer rights.

Removal of negative information from the Bureau – what to do if you are listed incorrectly.
The Consumer Protection Act of 2009.
• Purpose of the law
• How does it protect the consumer?

South African Bureau of Standards.

• Name of the organization.
• How does it protect the consumer?

CONSUMER PROTECTION POLICIES AND PRACTICES

Purpose: to inform and protect consumers against illegal and dishonest practices.
• It is the consumer's responsibility to familiarize themselves with the various
laws protecting their rights.

THE NATIONAL CREDIT ACT

• Make sure credit providers take responsibility for their
actions.
• Have social and financial interests of SA consumers at
heart.
• Support an equal but competitive credit market.
• Ensure consumers know exactly what is included in
their credit contracts.
• Ensure credit is available to all – no discrimination.
• Protect consumers from unfair business practices
regarding credit
• Enforce registration of credit bureaus, credit providers
and debt counsellors.
• Create the National Credit Regulator and National
Consumer Tribunal.
CONSUMER RESPONSIBILITIES TYPES OF CREDIT COVERED BY
LAW
1. Read and follow instructions of use of product Covers all credit agreements, including:
2. Use product according to manufacturers • Credit cards
regulations. • Overdraft accounts at banks
3. Read the warranty and make sure you • Loans and home loans
understand it.
• Store accounts for items like clothing and
4. Keep all vouchers, receipts, instructions and
furniture.
guarantees.
5. As a problem arises, immediately state the
• Lease Purchase Agreements
dealer or manufacturer in notify. • Car financing
6. Complain if you are dissatisfied with a product or • Micro Loans and Pledge Transactions.
service
THE CREDIT PROCESS THE NATIONAL CREDIT REGULATOR
The functions of the NQF include:
• Register and monitor credit providers, credit
bureaus and debt counsellors.
• Inform consumers of their rights and
regulations of the new Act.
• Monitors and controls the credit market and
the cost of credit identification.
• Advise the government on policies and
legislation regarding credit.
• Investigate all credit-related complaints.
• Act against those who deviate from the
directives.
• Require credit bureaus to disclose
information regarding credit trends.

DEBT COUNSELLING
Help consumers better deal with debt mediation between
consumer and credit provider
• Help consumers better manage their debt:
• Possible consolidation of debt
• To possibly pay lower / less interest
• To possibly extend the pay-off period
RECKLESS LOANS
• Credit providers may not lend any amount to
anyone
• They should assess whether the consumer can
afford the additional debt
• They must ensure that the consumer
understands his/her responsibilities regarding
the credit
• Consumers therefore MUST declare all their
debts and expenses when applying for new
credit

MICROLOANS PYRAMID SCHEMES

• Smaller loans up to a maximum of R10,000.00 • Get- -rich-quickly schemes
• Strict regulations on these types of loans: • TROUBLE
▫ To limit and reduce loan shark activities • Illegal
▫ Promises big profit on
▫ To protect both consumer and credit supplier money "invested"

▫ Often lose everything

(money sucker)
ACTIVITY 51

1. Explain what a credit agreement is

2. Explain what right a consumer has when he/she is plunged into debt and unable to pay his/her
debt.

ACTIVITY 52

Explain how consumers are exploited in the following transactions:

1. Reckless lending

2. Pyramid schemes

ACTIVITY 52 MEMO

1. Reckless lending
This occurs when a credit provider lends money or offers credit to a consumer who is unable to pay
the monthly instalments and costs. The credit provider is supposed to check whether the applicant
can afford it.

2. Pyramid schemes
These are "get-rich-soon-rich" schemes in which participants are promised payment by just getting
more people involved in the scheme. Each person pays the person they recruited for a fee, which is
how people make money, especially the first investor at the top of the scheme. However, this
cannot go on forever and then many people lose their money.
THE NATIONAL CONSUMER TRIBUNAL
• A consumer credit court.
• Hear complaints about credit agreements and suppliers.
• The suppliers may oppose complaints.
• Decisions have the same status as those made by other courts in S.A.

CREDIT BUREAU CREDIT INFORMATION OF

• An organization that CONSUMERS RECORDED BY THE
collects information BUREAU
from multiple sources Information regarding the consumer's
about credit. • History, about
• Both positive and
• Credit
negative information
• Refunds
• Must be registered • Applications
• Keep information for a specific period of time • Debt counselling received
• So that information is known to credit providers • Income & Expenses
can be made on request • Personal information
• Blacklist • Occupational history
- List where your name and details are • Training
placed if you are unable to repay your debt • ID number; marital status; Faith; Affiliates;
Etc.
- Consumers have the right to request one
copy of their credit record free of charge
per annum

INFLECTOR PROTECTION ACT SOUTH AFRICAN BUREAU OF

68 of 2008 signed in April 2009 and retired STANDARDS
effective April 1, 2011 • SABS is NOT a credit bureau:

Goals: Purpose: establish; Promotion; regulating and

• Promote equal, accessible, and sustainable maintaining quality standards for products and
place for sales. services.

Establish national standards to protect and inform A SABS quality symbol confirms a good quality
consumers. item according to minimum standards
established.
Provide information and guidelines to prevent
unfair business practices.
• Promote responsible consumer behaviour
• Promote comparable application of laws.
• Establishes the National Consumer
Commission.

ACTIVITY 53
1. Define the function of a credit bureau.

2. Identify all the information/detail of a person whose credit bureau keeps records.
ACTIVITY 54

Study the Following Case study And Answer The Question what Follow:
You've been working for a year. You inherited money from your grandmother and decided to
buy a townhouse. The money was only enough for half the price of the townhouse. You don't
earn a high salary, R10 000 after deductions and have to get credit to pay for everything. You
pay the mortgage of your townhouse,R3500 per month. Shop credit account for furniture you
need, R2000. You also have vehicle financing of R1750.

Explain the rights you have about your credit situation.

ACTIVITY 55

1. Identify the date on which the Consumer Protection Act came into effect

2. The Consumer Protection Act applies to every transaction involving buying and selling, as well as
the promotion and supply of goods and services in South Africa. Explain the objectives of the
Consumer Protection Act.

3. Give the functionality of the SABS

• SABS has a commercial division that offers certification, testing, consignment inspection and
other services to businesses and they pay for these services.
• If products meet specific standards of quality, they can display the SABS stamp of approval
• The stamp claims that the product is a good quality item
CONSUMER ORGANIZATIONS FUNCTIONS
... work on protecting
consumers against any abuses or offences
by businesses selling services or products.

WHAT TO DO IF PROBLEMS ARISE

1. Inappropriate / inadequate product
▫ Request your money back
▫ Ask merchant to swap the product
▫ Ask for the product to be restored
▫ Can claim damages where relevant

2. Unsatisfactory service
▫ Discontinue the service
▫ Refuse to pay for it further
▫ Ask for it to be redone
▫ Get someone else to complete the service
▫ Can claim damages where relevant

PROCEDURE FOR LAYING COMPLAINTS:

1. Respond/complain once the problem occurs
2. Be specific: explain exactly why you are dissatisfied
3. Keep all evidence handy, including cash register slips and warranties
4. Decide what type / level of remuneration you will be satisfied with
5. Contact merchant where product/service was purchased first
6. Next, manufacturer can be contacted
7. Keep notes of all communication
8. If enough time has passed and no solution can be reached, use a formal consumer
service provider to assist with mediation
ACTIVITY 56
1. Explain what consumer organizations are.

2. Explain what you understand by the term ombudsman .

3. Discuss your consumer rights that you have if you experience a problem with a faulty
product.

4. Give FIVE guidelines you can follow to make a complaint if you have a problem.

ACTIVITY 56 MEMO
1. Institutions that represent consumers' interests and protect people from malpractice of
businesses and public entities

2. An officer or person appointed to investigate complaints against organisations

3. Claim your money back or claim a replacement.

4.
• Act as soon as possible.
• Identify the specific problem you want to complain about.
• Be sure to have evidence.
• Always keep invoices, receipts, and guarantees.
• Decide whether you want to be refunded or whether you want the broken goods
repaired or replaced.
• First, try to solve the problem directly with the salesperson.
• After that, you can take further action.
• Be willing to compromise if necessary.
• Be polite, fair and wise.
• Put important complaints in writing.
• Explain what actions you expect.