Realising-consumer-rights

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6. The right to redress: to receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services The right to redress remains critical as a principle on which consumers can have their problems recognised and rectified in a transparent way. What’s changed significantly is the way in which consumers now argue for and achieve that redress and share the outcomes. Embarking on a complaint in order to remedy the situation takes energy, commitment and a willingness to battle through several bureaucratic lines, to the extent that according to new research, 40 million problems are never reported. 58 The process for accessing redress was set and managed by the provider, again keeping those scales firmly tipped in their favour. Now, in addition to the ability of an amplified voice to turn up the volume of complaints, independent sites (new intermediary services) like FixMyStreet and PatientOpinion have stepped into the space between consumers and providers to enable an easier, more open and visible way of holding organisations to account. These platforms’ processes are designed around the user, so people don’t need to understand how the providers’ internal systems work in order to participate. They also create a public record of the nature and status of the complaint. Individual complaints and searches for justice can also gather the attention of the amplified voice and pile on pressure for resolution, for example mobile phone company Verizon faced extreme pressure to resolve a case of one of its consumers. Other intermediary services like the Resolver website pull together all the templates and tactics you need to make an effective complaint to private or public sector services. Finding fellow complainers on the same redress journey is simple, easy group formation via interest boards like Money Saving Expert means detailed guidance on how to reclaim PPI is supported by discussion boards detailing how to deal with each provider, how they may try to delay you and how to maximise chances of a successful claim. Radical transparency means all the links in the complaint chain including compensation amounts or time taken to reach a settlement are now out in the open. 58 Consumer Action Monitor, January 2014, Ombudsman Services http://bit.ly/1cxoURb Consumer Futures 36
The power of the many amplified voices is recognised in pursuing complaints and seeking redress, in the UK, some new services are developing based on the idea of representing the voices of many such as Disputor. In the US, where laws on class action enable people to group together to seek redress, sites like TopClassAction pull together all class actions in one place so that consumers can simply add their name if they’re affected. Other tools help to overcome the onerous task of providing evidence in order to get compensations or refunds. For example, when you tap into the underground with your oyster card, TubeTap times your tube journey to the minute so that it is much easier for people to claim the 100 per cent refund for a 15 minute plus delay. And the trainrefunds site automatically processes refund claims for you if your train is delayed. Similarly, other mechanisms companies have long used to put people off complaining and seeking redress are now being pulled out into the open, for example the smartphone app WeQforyou automatically redirects your call through to a local rate number, whatever you dial. How far have the digital consumer trends and these powerful new tools and services offered consumers new ways to realise the right to redress The tools and trends have enhanced consumers’ ability to make their journey towards redress visible and to dismantle some of the barriers we face in trying to get things put right. While not replacing the rights to redress that are legislated for, they create an environment where it is much easier for consumers to enact their rights. They are also raising the stakes for companies as once hidden processes become visible. Yet according to the government ombudsman, people who do not formally complain tend to be vulnerable or in difficult circumstances, 59 and are also less likely to be participating in this way online (see Office for National Statistics figures on page 14). If redress and complaints becomes the domain of the digitally empowered, we must enable those reluctant to complain to benefit from the path to redress that has been cleared by new tools and behaviours. 59 Responsive and Accountable The Ombudsman’s review of complaint handling, 2011-12 http://bit.ly/1faJi5a Realising consumer rights 37
Page 1 and 2: Realising consumer rights From JFK
Page 3 and 4: Contents Executive summary.........
Page 5 and 6: • privacy and data issues • man
Page 7 and 8: Figure 1: JFK’s (extended) consum
Page 9 and 10: The internet is the one technology
Page 11 and 12: How this report is structured This
Page 13 and 14: ‘Choice tools’ such as price co
Page 15 and 16: Government policy and the developme
Page 17 and 18: This wealth of information is a mix
Page 19 and 20: 2. It used to be the case that cons
Page 21 and 22: Third is the growing expectation of
Page 23 and 24: The social web has eroded those cos
Page 25 and 26: Figure 6: What could a new intermed
Page 27 and 28: Part 2: Implications for realising
Page 29 and 30: 2. The right to choose: to be able
Page 31 and 32: 3. The right to be heard: to have c
Page 33 and 34: But are consumers leaving themselve
Page 35: Of course, many basic needs (or ess
Page 39 and 40: How far have the digital consumer t
Page 41 and 42: Part 3: What would Kennedy focus on
Page 43 and 44: There is a possibility that the int
Page 45 and 46: Part 4: Next steps - a new context
Page 47 and 48: Part 5: Resources and references On
Page 49 and 50: Tool Description Page link billmoni
Page 51 and 52: Tool Description Page link M-Farm P
Page 53 and 54: Realising consumer rights 53

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