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www.thecai.ie
MARCH 2021
Supermarket Shopping From The Sofa
What delivery and collection options are on offer?
MONEY LIFESTYLE PRODUCT TESTS
PROPERTY FRAUD SUPERMARKET DELIVERIES BLENDERS
FSPO COMPLAINTS CE MARKING LAPTOPS
www.thecai.ie
The March 2021
Consumers'
Association of
Ireland Dear Member,
The Council is the It has been a busy year so far in terms of our internal work. ongoing revision of consumer protection laws across a wide
policy-making body range of EU Directives, generally referred to as the Omnibus
of CAI. Members are You will have seen our article and website video regarding our Directive, it is important to know that those who will seek to
elected from within work on the EU/BEUC- BELT project. This has been promoted ensure their protections are delivered are well prepared and
the CAI's membership across all Member States in an attempt to raise awareness with ready to engage.
at the Annual General consumers that all appliances now (from March 1st) have the
Meeting. new revised and much-preferred A to G system of rating – and For the CAI, specifically, we remain focussed toward meeting
a lot more besides in helping decide on the very best product with Ministers and Department officials to follow through on
Council in terms of value, efficiency, energy costing, environmental what should be provided to this Association in terms of support,
Members impact etc. Although, let’s be honest, the timing could not have engagement, funding and recognition in terms of, for example,
been worse as Covid-related concerns, including the closure of collective redress actions and representation status – in Ireland,
Chairperson most retail outlets, have put concern and consideration of these for Irish consumers.
Michael Kilcoyne initiatives, and their importance and value, on a back-burner!
Vice-Chairperson Regardless of the many missing elements of celebration we,
Raymond O'Rourke
In addition, we have been heavily engaged with the preparation nonetheless, hope you have a special St. Patrick’s Day, both in a
Hon Secretary
for and the delivery of training sessions to consumer real and virtual sense.
Elaine Bolger
Hon Treasurer professionals and advisors here in the, again, EU-funded and
Richard Donohue BEUC-channelled Consumer PRO project. We presented the Slán agus beannacht libh go léir!
Council Members training across the month of February, courtesy of yours
Steen Bruun-Nielsen truly, and I have to say it was a very heartening and positive
James Wims experience to engage with a group of highly focussed and
passionate consumer advisors. In the context that there is an
Our Reports Consumer Choice Published Material
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never accepted for testing – all samples was founded in 1966 to protect and promote Choice office. It may not be used for any form of
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and flaws in goods and services that other a bank applies a €24 chargeback fee for a
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subscribe please write to:
articles or goods mentioned, and not to any
Consumer Choice,
other article of the same or similar description.
120/121 Baggot Street Lower,
Managing Editor
We do not necessarily price or report on all Clodagh O'Donoghue
Dublin 2
brands or models within the class, and the
exclusion of any brand or model should not be Researchers
Tel (01) 659 9430
taken as a reflection on it. Róisín Moloney Weekes
Email cai@thecai.ie
www.thecai.ie Atousa Motameni
Social Media:
1 www.thecai.ie March 2021
Contents www.twitter.com/The_CAI
www.facebook.com/
ConsumersAssociationIreland
14 Supermarket Shopping
19 Blenders
MONEY LIFESTYLE PRODUCT TESTS
6 Money News 13 ComReg Connects 19 Blenders
The latest developments in Tips from the Commission for On a health blitz? Our nine Choice
money matters, including Communications Regulation on Buy blenders can lend a helping
interest rate cuts for State how to deal with issues with your hand by whizzing up your five-a-
savings products, recent FSPO landline, mobile phone or day.
decisions and charitable giving broadband provider.
trends in Ireland.
24 Laptops
17 Protecting Property 14 Supermarket Shopping With more of us working from
Ownership from Fraud From The Sofa – Delivery home on a regular basis, a new
Consumer Choice explains and Collection Options laptop might be on the agenda.
property ownership systems As many of us continue to avoid trips From 31 laptops on test,
in Ireland and investigates the to the supermarket where possible, Consumer Choice has found 12
threat of property fraud. what are the delivery and click-and- excellent candidates for the job.
collect options on offer?
COUNCIL
10 CE Marking for Toys
When it comes to toys, what
does the CE mark actually
mean and what do consumers
need to keep in mind?
17 Protecting Property
Ownership from Fraud
24 Laptops
2 www.thecai.ie March 2021
News Briefs by Dermott Jewell
NEWS BRIEFS
Star Struck, Star Wars and StartLingk
Pedaling Peddlers Achievements
Kerry’s Black Valley is on the southern side of the MacGillycuddy Reeks.
Working away quietly in the background, government has approved plans It connects the Gap of Dunloe with Moll's Gap, is a much-admired area
to draft legislation that will legalise and regulate the use of electric scooters of natural beauty and it attracts visitors from all across the world. It has
and bicycles on Irish roads. The Road Traffic (Miscellaneous Provisions) also been one of the last places in Ireland to be connected to electricity
Bill will, at long last, provide for the operation of these vehicles. How- and telephone networks and, in a similar context, is reportedly set to be
ever, it will also open our cities and towns up to the launch and presence a pilot location for a new global broadband system. This is the Starlink
project, an Elon Musk initiative that is establishing a global satellite
of e-scooter hiring points and operators. These regulations have been
network to form a new broadband system that will provide high-speed,
eagerly anticipated by Irish e-scooter and bike-sharing start-ups. Major
low-latency broadband, around the world – particularly in rural areas.
international players, Voi and Lime (Li.Me), have been lobbying TDs to
This is possible because their satellites are more than 60 times closer
support legislation similar to other European countries. Minister for the to Earth than traditional satellites, giving them the ability to support
Environment, Climate and Communications Eamon Ryan, TD, said the services typically not possible with traditional satellite internet.
provisions of the new bill would provide for the use of e-scooters in a “safe Starlink approached the Department of Rural and Com-
manner”. My understanding at this time, courtesy of Silicon Republic, munity Development in 2020 and, following discussions, a strict non-
is that, under the legislation, e-scooters will be categorised as Powered disclosure agreement was made with Kerry County Council in Decem-
Personal Transporters (PPTs). More to the point, they will not require ber. It remains the case that many Kerry consumers have no access to
the user to have tax, insurance or a driver’s licence but will, instead, set high-speed broadband and so the interest in and relevance of this initia-
tive cannot be underestimated. A meeting of Kerry County Council was
standards on how they are used in public spaces. Much needed and spe-
advised that the area would make it an ideal location for Musk’s Starlink
cific detail, notably, but by no means least, on the “safe” element suggested
project. What, precisely that will involve, in terms of antennae and
by the Minister, is awaited. Fingal County Council have been engaging
receiving equipment in the area, is, as yet, unclear. However, with the
with consumers regarding any potential introduction of e-scooter and/or advice from Elon Musk that “Starlink will reach customers around most
e-bike sharing schemes in its area. The proposed Bill will also introduce of the Earth by the end of 2021,” it is not surprising that ‘the Kingdom’
regulations for the use of e-bikes (soon be regulated by EU standards and sees it as important that it feature highly in such an achievement.
treated the same as traditional pedal bicycles for the most part).
FAKE!? NO - SURELY THAT CAN’T BE TRUE!
Trustpilot is a well-known consumer review site. Online consumer
reviews and star ratings have become a common feature across a
number of sectors. However, the transparency behind many reviews
has long been challenged. In 2020, Trustpilot carried out the first
ever in-depth transparency review of its contributors. The report
from that review revealed that its findings necessitated the removal of
2.2 million fake reviews from its platform in 2020. In its transparency
report, Trustpilot detailed that the types of reviews it considered to be
fake included businesses leaving reviews on their own profiles, reviews
for which a fee had been paid, reviews that contained harmful or ille-
gal content and reviews not based on a genuine or actual experience.
The platforms fraud analysts used a number of tools to detect fake
reviews, including an anomaly detection model and a dedicated data
analysis tool to identify clusters of suspected fake reviews. This used
basic language processing and cluster detection techniques to analyse
large numbers of reviews and their associated behaviours across the
platform, as well as the internet generally. Apart from the reviews for
companies, products and services, Trustpilot itself is also reviewed on
its site. Good to know!
March 2021www.thecai.ie www.thecai.ie 3
March 2021
Pre-CE Marking Days
The Covid-19 crisis has shown some very interesting changes economy concept has taken hold in lockdown. Of course, not
in consumer action and response to consumption and all that it everything can be repaired but that has not diminished the capacity
entails. As the EU considers the potential for an end to built-in to re-use through upcycling, painting and finding alternative uses
product obsolescence and the repairability of many others, we see for many products, especially old furniture, glass and tools. It is also
that, in similar context, consumers have significantly sought to buy worth noting how rental has replaced ownership in many areas in
locally, are interested in recycled and the recycling of clothing and terms of cars, bicycles and clothing where they are needed only for
other materials and all in an attempt to waste less. The circular occasional use. Pass me my monocle!
A JOB WITH A THRUSTED AGENCY
For the first time since 2008, the European Space Agency (ESA) will
shortly open a call for new astronauts. This time around they are seeking
to recruit two different categories of astronauts. The first would be termed
career astronauts who will become ESA members of staff. The second
group will be known as reserve astronauts. These will be a more flexible
position that will not extend to a full staff employment but will be linked
to a specific flight or mission. The first group will travel on long-duration
missions and in lead, commanding roles. At least four, but potentially as
many as six, career astronauts will be recruited in this call. The ESA will
be looking for up to 20 reserve astronauts and they will be hired under
temporary four-year contracts. Applications are open to any ESA state
member. In 2008, there were almost 10,000 applicants but, as the current
focus is on the International Space Station, returning to the moon, and
with future missions planned to include Mars, it is expected that this will
be surpassed in the 2021 campaign. This is heightened by the fact that the
ESA is focussing attention to gender, belief, ages and more, with the ESA
also exploring how to bring people with physical disabilities into space in a
new ‘parastronaut’ programme. The ESA’s 2021 call for astronauts opens
on March 31st and closes on May 28th.
Sad Reality
The impact of the coronavirus on the US economy continues to create
enormous job losses and company bankruptcies, including for global
names that will, in time, impact our own retail jobs market. The fall in
consumer demand and reduced spending has forced many to seek finan-
cial restructuring options and closures. Major companies that have filed
for these protective bankruptcy measures include:
JCPenney – over a century old and one of the country’s first
department stores, it has faced financial trouble for several years and will
announce the first phase of store closures in the coming weeks.
The Hertz Corporation – filed for bankruptcy in May 2020.
Le Pain Quotidien – the French-inspired bakery and café chain
with a Dublin outlet, filed for Chapter 11 bankruptcy in May 2020 and is
selling all of its outlets in the US.
Cirque du Soleil – filed in June 2020 to restructure and an-
nounced layoffs for almost 3,500 employees.
L’Occitane – filed for Chapter 11 bankruptcy on January 26th, cit-
ing challenges presented by the coronavirus pandemic.
March 2021
www.thecai.ie 4
March 2021
www.thecai.ie
FOOD & HEALTH/News by Clodagh O’Donoghue Food & Health News Public consultation on food labelling In February 2021, the Food Safety Authority quality of life. FSAI Chief Executive Dr Pamela of Ireland (FSAI) opened a public consultation The FSAI notes that current EU Byrne has highlighted the importance of about proposed EU food labelling reforms and labelling regulations provide for a high level food labelling in providing information for is inviting the viewpoints of consumers and of consumer protection in relation to food consumers and the impact that the plans food businesses in Ireland. The consultation is information and food labelling. The primary to review and potentially revise the EU food being conducted on behalf of the Department areas under review and where the public labelling legislation may have on the food of Health and is entitled "Food Information to consultation is seeking comment include: industry and its product packaging. Dr Byrne Consumers – Front-of-Pack Nutrition Labelling, notes that “the consultation is an important Nutrient Profiles, Origin Labelling and Date • Front of pack labelling: A proposal for opportunity for opinions in Ireland to be heard Marking". The FSAI is looking to gather mandatory coordinated front-of-pack nutrition and regarded now, so that stakeholders’ feedback and opinions from members of labelling. feedback can be considered for new the public to inform Ireland’s position on the regulations on the labelling of foods that may proposed EU food labelling reforms, which are •Nutrient profiles: Establishing the setting of ensue”. aimed at helping consumers to make more ‘nutrient profiles’ that would ultimately reduce The options and issues in relation informed choices when selecting and buying and restrict the use of nutrition and health to mandatory front-of-pack nutrition labelling food. claims to promote food with high fat, sugar across the EU were discussed in the Food According to the FSAI, the feedback and/or salt. for Thought – Front of Pack Labelling article from the consultation will help establish a on page 11 of the December 2020/January national position, which will then feed into • Origin labelling: Consideration of the 2021 edition of Consumer Choice and further the European Commission’s proposal to extension of mandatory origin or provenance background and details relating to the harmonise mandatory food labelling, as labelling to certain products. consultation are provided at https://www. part of its Farm to Fork Strategy under the fsai.ie/legislation/consultations.html. Anyone European Green Deal. The aim is to establish •Date marking: A revision of the current EU can provide their opinion through an online labelling information that is clear and will rules on date marking (‘use-by’ and ‘best- questionnaire and the consultation runs until assist consumers in making healthy food before’) to help reduce food waste. March 25th. choices that will benefit their well-being and Planting the seed Given the ongoing threat to public health from public this summer. 2. Getting fresh air and sunlight – while fresh Covid-19, Bord Bia has announced that its Full details of the plans for the air can improve our mental well-being and ever-popular gardening and lifestyle festival, 2021 event will be announced over the even reduce stress, sunlight can boost vitamin Bloom, will be taking place virtually this year, coming months on bordbiabloom.com. In D levels, helping to strengthen bones and the instead of in its usual venue in the Phoenix the meantime, those who are lucky enough immune system. Park in Dublin. The festival is in its 15th to have some outdoor space should make consecutive year and, following the success of sure to get gardening at whatever level they 3. Providing a sense of achievement and last year’s Bloom At Home, Bord Bia said that can manage. The health benefits are well improving mood – time spent gardening has it will again be partnering with RTÉ to hold an documented and particularly important been shown to enhance self-esteem, boost “online celebration of gardening across the and relevant at this time given the current positivity and lower anxiety levels. country, from country lawns to city balconies”. challenges we all face. Key benefits include: Bord Bia CEO Tara McCarthy noted As the weather improves, now is a the positive impact of gardening on many 1. Keeping fit and active – with our options for great time to get outside, get your hands dirty people’s mental and physical well-being exercise currently curtailed, gardening can be and get your garden into shape so that is in full throughout the current difficult period and the ideal low-impact physical activity to help bloom by the June bank holiday weekend. how the Bloom team is excited to continue to work muscles, burn calories, boost stamina bring the joy and benefits of gardening to the and improve heart health. 5 www.thecai.ie March 2021
MONEY NEWS
Money News Money News by Clodagh O'Donoghue
"If you wish to make a complaint to the
Financial Services and FSPO, you must first have tried to resolve
Pensions Ombudsman the situation with the financial services or
pension provider concerned."
Complaints and Decisions
In February 2021, the legally binding his complaint adequately. “the FSPO affords an important avenue
decisions taken by the Financial Services of redress, where consumers believe
and Pensions Ombudsman Ger Deering in • Compensation of €15,000 after a their financial service provider or pension
the second half of 2020 were published, mortgage provider incorrectly reported the provider has not treated them in a fair,
demonstrating the wide range of status of the complainant’s mortgage to the reasonable or proportionate manner”.
complaints dealt with and the outcome of Irish Credit Bureau as “pending litigation”, If you wish to make a complaint
the FSPO investigations into these issues. following the provider acquiring the to the FSPO, you must first have tried to
Some examples among the published mortgage from another lender. resolve the situation with the financial
decisions include the following directions: services or pension provider concerned
• Compensation of €15,000 to a couple who and the provider must be given a chance
• Restitution of €66,000 plus interest to experienced an unacceptable level of poor to offer a solution. You will need to have
a child’s bank account, following a bank’s service and misinformation from their bank followed the provider’s complaint handling
failure to apply appropriate safeguards to in relation to an Assisted Voluntary Sale process and you may need to be persistent
the account and permitting withdrawals (AVS) of their property. to get a response. If you remain unhappy
by the child’s parent, contrary to the with the final response or if the provider is
requirement for the child to become the • Direction to an insurer to issue a letter failing to engage with you, you can contact
signatory on the account. confirming that the complainant’s policy the FSPO. To provide a step-by-step guide
had been cancelled as a result of its error to this process, the FSPO recently released a
and to pay compensation of €15,000. This new consumer information leaflet, entitled
followed the insurer’s cancellation of a How to make a complaint to the Financial
motor insurance policy based on faulty data Services and Pensions Ombudsman, which
from a telematics device. you can access at https://www.fspo.ie/
documents/How_to_make_a_complaint_to_
• A direction to an insurer to pay a claim the_FSPO_leaflet.pdf.
of €1,311 and compensation of €1,500,
following a claim made for dental work
arising from a childhood schoolyard
accident.
• Compensation of €3,000 in relation
to a complaint against a broker for non-
disclosure of fees and commission relating
• Compensation of €20,000, €22,000 to a pension plan.
and €15,000 to three separate tracker
mortgage complaints respectively, Full reports of these decisions are
where the complainants believed that the contained on the FSPO’s online Database
compensation originally offered by the of Decisions, available at https://www.
providers in question was not adequate. fspo.ie/decisions/. This database now
features over 1,000 decisions made by
• Compensation of €17,000 following a the FSPO since January 2018 and aims
decision that an investment firm failed in to improve transparency and consumer
its duty of care to its customer who was a understanding of the powers and services
compulsive gambler and did not deal with provided by the FSPO. As Mr Deering notes,
www.thecai.ie March 2021
6 www.thecai.ie
Interest Rate Cuts for State Savings Products
At the end of January 2021, the National Treasury Bank deposit accounts. Under the new rates, the reduced. Moreover, the prize structure has been
Management Agency (NTMA) announced cuts annual return on the five-year savings certificate altered so that the two €1 million top prizes,
in interest rates for a number of State saving will drop from 0.98% to 0.59% AER for an overall previously awarded in June and December, have
schemes and a reduction in the prize bond return of 3%, down from the previous rate of been replaced by four €250,000 top prizes,
fund. Currently, around €18.8 billion is held in 5%; the rate for the six-year instalment savings given out in the last weekly draws in March,
various State savings schemes, with prize bonds product has fallen to 0.63% AER, giving an overall June, September and December. Effectively,
accounting for €4 billion of this. According to the 3.5% return; the AER on the ten-year solidarity this represents a cut of €1 million in top prizes.
NTMA, the cuts are due to lower interest rates bond has been reduced to 0.96% from 1.5% There is no change to the weekly top prize of
in financial markets generally. State savings previously, cutting the 16% total return down to €50,000 or other weekly prizes that give prize
products, administered by An Post, have grown 10%; while the interest rate on An Post deposit bond holders a chance to win ten €1,000 prizes,
in popularity in recent years as they offer some of accounts has dropped from 0.15% to 0.05%. ten €500 prizes and multiple prizes of €50 until
the highest interest rates available and most are The NTMA has also made changes, the fund for that week is fully used up. All prizes
not liable for deposit interest retention tax (DIRT). effective from last month, to the prize bond fund are tax free. The sale of prize bonds has boomed
The interest rate changes, which will and the prize structure. The variable interest during the pandemic, with a 92% increase in
not apply to existing customers, affect Savings rate used to calculate the prize fund has been investment in the scheme in 2020 as people
Certificates, Instalment Savings, National cut from 0.5% to 3.5%, which means that the look to secure their savings but also hope to win
Solidarity Savings Bonds and Post Office Savings amount of prize money available has been additional cash.
Table: Current AER and total return on State savings products
State Savings Products
AER Total Return
Fixed-Term Savings Products
10-year, Issue 7 National Solidarity Bond 0.96% 10%
5-year, Issue 23 Savings Certificates 0.59% 3%
4-year, Issue 6 National Solidarity Bond 0.50% 2%
3-year, Issue 17 Savings Bonds 0.33% 1%
Regular Savings Products (invest for 1 year, save for 5 years)
6-year, Issue 15 Instalment Savings 0.63% 3.5%
6-year, Issue 15 Childcare Plus 0.63% 3.5%
Charitable giving trends in Ireland
Ireland prides itself on its national generosity The study’s authors consider possible Gender and education also
but a recent study suggests that charitable drivers of these trends, including the potential appear to play a role in charitable giving, with
giving has been declining, both in the number impact of the post-Celtic Tiger boom and bust. female-headed households giving 15% more
of households that donate and the value of They suggest that a major influence may be a and those with a college degree giving around
those donations. The study analyses 30 years decline in opportunities for spontaneous giving twice as much as those with less than a Leaving
of data from the Household Budget Survey due to a fall in regular church attendance, the Certificate, controlling for income.
(HBS), which the Central Statistics Office carries trend towards a ‘cashless society’ and mass Finally, again controlling for income
out approximately every five years to measure movement from rural to urban areas resulting in levels, older people and those living in rural areas
household expenditure over a two-week period. fewer personal solicitations for donations. give more to charity, with the study’s authors
The analysis covers from 1987 to 2015, when Analysis of the HBS findings also suggesting that personal interactions may come
the most recent HBS was conducted, and finds indicates that low-income households are into play here. The suggestion is that older
that the number of Irish households donating to undoubtedly more generous in relative people may be more likely to attend religious
charitable organisations has more than halved terms, giving a considerably higher share of services while rural households may know
in that time. In 1987, 79% of all respondent their disposable income to charity. In 2015, their neighbours better and so respond more
households donated to charity during their two- low-income households (in the bottom 20% by positively to a charitable solicitation request.
week survey window, but this figure consistently income) donated 1.5% of their disposable income, Ultimately, there is insufficient research into
declined year on year, falling to 38% by 2015. whereas high-income households donated just donor motivations and attitudes to giving across
Moreover, although donation value grew 0.3% of their income. Thus, those who can least time and a more informed understanding is
between 1987 and 2004, it then fell dramatically afford it are giving a greater proportion of their needed to develop good policy in the charitable
between 2004 and 2015, back to levels not seen disposable income to charity than those who are giving sphere.
since the 1980s, adjusted for inflation. comparatively better off.
March
March2021
2021
7 www.thecai.ie
www.thecai.ie
Product/Tech News
Product News by Clodagh O'Donoghue
New smart meter services for electricity customers
On 26th February 2021, the Commission for Regulation of Utilities facilitate greater levels of renewable energy to be integrated into the
(CRU) welcomed the launch of smart services by electricity supply national grid.
companies for customers in Ireland with smart meters. So far, According to Minister for the Environment, Climate and
250,000 households and businesses in Ireland have had the Communications, Eamonn Ryan TD, “Smart meters provide critical
technology installed and, under the National Smart Metering information to citizens, helping them to both save money and
Programme, ESB Networks will replace 2.4 million electricity meters actively participate in our energy system. These meters will play
with smart meters by the end of 2024, at a rate of around 500,000 an important role in the Microgeneration Scheme, which will be
installations each year. available this summer, allowing citizens to generate their own power
Smart meters are touted as providing consumers with and sell some of it into the grid. Smart meters will help us increase
more accurate information on their energy usage and giving greater the proportion of our electricity that comes from wind and solar – an
control over their energy consumption. By providing customers with important step as we decarbonise our economy in line with the
insights into what is driving their electricity usage, how and when Government’s Climate Action Plan.”
they are using electricity, and which of their appliances are using Among the new smart services launched by energy
the most energy, they may be able to make usage changes to reduce suppliers last month are Electric Ireland’s ‘Home Electric+’ plans,
their costs. Moreover, as smart meters can be read automatically, which include Night Boost, Weekender and Standard Smart Tariff
they enable more accurate billing and reduce the need for manual plans, and Pinergy’s ‘Lifestyle’ plans, which include Work From
meter readings and estimated bills. Home and Family Time plans, along with a Drive Time plan for those
In addition, as part of new smart service offerings, energy who want to charge their electric vehicles overnight.
suppliers have begun introducing a range of smart ‘time of use’ ESB Networks notes that the installation of smart
tariffs that enable customers with smart meters to save money by meters has temporarily ceased from January 6th due to Covid-19
moving their energy usage to off-peak times charged at a cheaper restrictions but that smart meter replacements will recommence
rate. Lower energy consumption at peak times also has the once the government advises that it is safe to do so and consumers
environmental advantage of reducing carbon emissions and will help will be contacted when smart meter exchanges resume in their area.
Emissions reductions in 2020
The change in human behaviour necessitated by the Covid-19 • In the energy industries sector, emissions are estimated to be
pandemic has had a knock-on effect on greenhouse gas 14% or 1.3 Mt CO2eq lower than in 2019, though this was mostly
emissions – albeit one that could be short-lived unless additional due to the substitution of coal and peat use with renewable
action is taken. The Environmental Protection Agency (EPA) and energy in power generation, with pandemic measures playing a
the Sustainable Energy Authority of Ireland (SEAI) have jointly smaller role here.
released an analysis of the impact of Covid-19 restrictions on
greenhouse gas emissions in 2020, with estimates indicating a • In the residential sector, emissions – mainly from home heating –
reduction of almost 6% compared with 2019. are estimated to have risen by 9% or 0.6 Mt CO2eq in 2020, largely
The new living and work practices brought about by the due to the fact that so many people have been working from home.
pandemic have driven emissions reductions across a number of
sectors: The overall reduction in emissions for the year is
comparable to that seen in the wake of the global financial crisis.
• The transport sector experienced the biggest impact due to However, the EPA and the SEAI note that the expected economic
severe movement restrictions related to Covid-19. Emissions rebound from the Covid-19 crisis is estimated to return emissions
in this sector are estimated to be more than 2 million tonnes of back to previous levels, unless targeted and sustained action is
CO2 equivalent (Mt CO2eq) less than in 2019, a drop of almost taken across all sectors. According to EPA Director General Laura
17%. Moreover, for the year to the end of November 2020, petrol Burke, “the emissions reductions in 2020 must be built on to
consumption had fallen 27% compared to 2019, while diesel achieve continual, substantial, year-on-year reductions, making
consumption was down 15%. the 2020s the decade of climate action”.
The products featured on these pages have not been tested by the Consumers’ Association of Ireland and
their inclusion here is not, in any way, an endorsement of them.
8 www.thecai.ie March 2021
New EU energy label now in force
Since the beginning of this month, the new and improved EU energy labels for household appliances
have been appearing across Europe. The aim has been to make the new label more transparent and to
provide more effective guidance for consumers looking to choose the most energy-efficient products.
As we have noted in our A New Generation of EU Energy Labels article in the December 2020/January
2021 issue of Consumer Choice, the energy rating scale has returned to an A to G score, eliminating
the confusion caused by the plus signs in the older A+++ to G scale. The new label is currently in use
for household fridges, freezers, washing machines, dishwashers, televisions and electronic displays
like computer monitors. Between March 1st and March 18th, retailers must introduce the new labels
for products in these categories. The old label may appear on older product models until November
2021 as they are sold off but, after November, these products must no longer be offered for sale. These
requirements also apply to products sold online and the energy label must be clearly visible next to the
price of the product. If the label is not visible, the energy class must be displayed using a coloured arrow
that links to the corresponding energy label.
The new labels are based on partially revised calculation methods and test standards and so
cannot be directly compared with the old labels. For example, for most product groups, average annual
energy consumption is no longer included on the label as it was deemed to be insufficiently transparent
due to the wide spectrum of household sizes and user habits. Instead, energy consumption is stated
in terms of operating hours or operating cycles as this simplifies the process of making individual
calculations for different usage scenarios. As well as helping the consumer make more informed
purchasing decisions, the revised label should act as an incentive for manufacturers to produce even
more innovative and energy-efficient appliances. For more information on how the new energy label
works, go to https://thecai.ie/new-generation-eu-energy-labels/.
Instant ice-cream
We have become used to creating tasty home-brewed device itself, eliminating the need for cleaning.
coffees from compact capsule-based machines on our At this year’s virtual Consumer Electronics Show
countertops but a new device uses pods to instead produce (CES), the Cold Snap won the CES 2021 Innovation Award
ice-cream and other frozen treats in our own kitchens. Cold and will initially go on sale to commercial users at a price of
Snap is a countertop rapid-freezing machine that comes with around $1,000 (€824 approx.). Fonte notes that the home
an assortment of pods containing different flavours of dairy version should be less expensive, however, and the pods will
and non-dairy ice-cream in liquid form as well as ingredients retail at $2.99 (€2.46) each.
for smoothies, frozen yoghurt, protein shakes and even
frozen cocktails. Made from recyclable aluminium, the pods
fully seal their contents inside, which means that they do not
need to be kept in the fridge.
Similar to the minimum effort and fuss involved with
using a coffee capsule, the Cold Snap system, created by
entrepreneur Matt Fonte, is both simple and fast. You select
a pod from the range, pop it into the top of the machine, and
wait for between 60 and 90 seconds for the freezing process
to happen and the contents to emerge. The finished product
is claimed to have a nicely smooth consistency because the
ice crystals that form are very small.
Although LG recently showed off its somewhat
similar Snow White prototype, that machine takes rather
longer to freeze and dispense ingredients and it requires
several pods to produce a single serving. In addition, Fonte
claims that his machine is different because the ingredients
are dispensed directly from the pod and never touch the
9 www.thecai.ie March 2021COUNCIL / CE marking
CE Marking
of Toys
When it comes to toys, what does the
CE mark actually mean and what do
consumers need to keep in mind?
It is always a gamble to buy toys for but they can become dangerous when level possible and this has in practice
children. But if the toy turns out to be placed in inexperienced hands, ranging turned out to be quite a challenging
unsafe then, so much for that Christmas from very small children chewing and process.
or birthday! Is there any way that the tasting everything to older children going For a number of products,
consumer can ensure reasonably easily wild on a trampoline. Other examples including toys, CE marking aims, in
that the toy they give is OK to avoid include the cuddly teddy bear where weak other words, to be the visible sign of EU
disappointment and, for that matter, stitching makes it easy for the child to compliance – a passport to EU markets,
accidents? get to the stuffing, or the wriggly snake so to speak. The CE marking, therefore,
We frequently hear about CE consisting of small wooden pieces held does not specifically address itself
marking and we may have seen CE- together with an elastic band that snaps to consumers but is nevertheless an
marked toys but what does the CE mark easily, or the toy breaking and turning into important source of information.
actually mean? The purpose of this article an object with sharp edges and points.
is to throw light on CE marking as an EU All countries have, in different Background to CE marking -
policy instrument, its relevance for toys ways and to different extents, maintained the EU approach to product
and how it works in relation to consumers, safety requirements for toys focused on, harmonisation
especially these days where we need to for example, choice of material, treatment The EU harmonisation process involves
shop online. of surfaces, size of components in toys or different stages. At the political stage,
content of safety instructions. So, why agreement is reached on common
What is CE marking and why did the EU embark on harmonising safety mandatory safety requirements, which, in
are toys included? requirements for dangerous products at the case of toys, deals with such aspects
CE marking is physically the ‘CE’ sign all? as sturdiness, detachable parts, or the
affixed on the product or the packaging. To answer the question, we need use of toxic or highly flammable materials.
It is essentially a declaration from the to go back to the main purpose of EU A subsequent more technical stage
producer or EU importer that the toy harmonisation of safety requirements, includes developing so-called harmonised
fulfils relevant EU harmonised safety which has from the outset been to technical standards that producers can
requirements. What makes it particularly facilitate trade between EU member use in the production process.
relevant for consumers is that CE marking states. The purpose is to replace national EN 71 is the name for the
is mandatory for all toys marketed within safety requirements where differences group of harmonised standards for toys,
the EU, including imported toys produced in such requirements would otherwise which, for each of the EU harmonised
outside the EU. Toys represent one of the create barriers to trade between member safety requirements, establish specific,
categories of industrial products subject states. EU harmonisation establishes verifiable levels and lay down the methods
to such EU harmonised requirements. mandatory and uniform safety required for checking that the standard
Other categories include machinery, requirements for the purpose of reducing is effectively applied in the production,
pressure vessels, and various electrical these barriers. use of raw materials, design etc. Quite
equipment – all of which have potentially Member states cannot go often, a multitude of different standards
dangerous properties. beyond the EU harmonised requirements are required in connection with each
An obvious next question is since this would create new barriers to harmonised safety requirement.
why toys are considered dangerous and trade. To reconcile trade and consumer
therefore required to have a CE mark? protection interests, it is necessary to
Toys are not dangerous as such establish EU harmonisation at the highest
March 2021
www.thecai.ie March 10
www.thecai.ie 2021COUNCIL / CE marking
The level of detail is illustrated from a certification body or a combination a risk has been identified. It works, so
by the following example: of these. to speak, ‘after the event’ whereas the
The producer is in any case CE marking – or rather the lack of such
Activity toys include, for example, swings, required to issue a declaration of marking – should be seen as a warning in
slides and trampolines destined to be conformity where the design and advance.
used in private gardens. During the manufacturing process is described,
pandemic, such toys have become very the safety requirements of relevance for • Secondly, there are unfortunately
popular amongst housebound and restless the specific toy are identified and where frequent examples of incorrect use of CE
children. the technical standards used to ensure marking, and in the worst cases, the use
Activity toys are covered by a conformity are listed. Such a declaration of CE marks that are deliberately fake.
number of harmonised requirements. One may, for example, in the case of electric/ The RAPEX system can clearly not be
of the requirements is that activity toys be electronic toys include requirements relied on to identify all such cases.
manufactured so as to reduce the risk of and standards not only for toys but also
falling off the toy. requirements concerning battery safety, It is therefore important for the
The standards deal with this fire risks and electric emissions. The individual consumer to be able to spot
risk in different ways depending on type. declaration must be backed up with suspicious CE marking. The following
In the case of slides, one aspect of this results of testing done by the producer includes useful hints:
risk is covered by a standard relating to itself or externally.
handrails. It requires that the starting All this documentation must be At times it is visibly obvious
section of the slides are provided made available to national authorities that the CE mark does not have the
with handrails for support of the child on request and is obviously important, design required and this is an indication
moving from the stair/ladder into the not least to prevent abuse of the self- that little attention has been paid to EU
sitting position. declaration process. harmonisation requirements at all. The
More specifically, the standard mark should look as follows:
sets minimum heights for the handrail What to do as a consumer
depending on the height of the starting CE marking is, as outlined, primarily a
section. There are four levels, with one means for facilitating trade but is also
for example requiring that for slides with an important source of information for
a starting section height of 1,000mm or consumers. It has the advantage of being
more but less than 1,800mm, the height of mandatory for all toys. So, a rule of thumb
the handrail shall be 350mm or more. for consumers is only to buy CE-marked Another thing to check is that
toys. However, consumers should keep the toy, packaging or user instructions
the following in mind: include the following additional marking
The EU harmonised standards as a warning to consumers in the market
are – unlike the EU safety requirements • Firstly, there are some grey areas in for toys for very young children, as it is
– not mandatory and allow the use of relation to various sports equipment and indeed required in the EU requirements:
alternative standards. However, using hobby items that are not considered toys
the EU harmonised standards has the and where CE marking is therefore not
advantage of establishing a presumption required. This includes items clearly not
of conformity in relation to the EU intended for children, such as products
harmonised safety requirements. for collectors (detailed scale models,
The EU harmonisation process decorative dolls) as well as aquatic
brings into play various institutions, equipment to be used in deep water and Moreover, all toys must include a
ranging from the EU institutions where bicycles intended for grown-ups – and, general warning concerning the minimum
safety requirements are adopted, the as a curious example, puzzles with more or maximum age of the user and, where
EU standardisation organisations where than 500 pieces. In many cases, the appropriate, the required abilities of the
the harmonised standards are agreed distinctions can arguably be difficult to user, the maximum or minimum weight of
and the various certification bodies in draw. the user and the need to ensure that the
member states where producers can have It helps that the CE mark co- toy is used only under adult supervision.
their compliance certified where this is exists with other EU initiatives specifically For certain toy categories,
required as a condition for CE marking. aimed at consumer protection. This it is also required to include warnings
The producer is, in some cases, includes rules on product liability and concerning specific use. This includes,
entitled to base the CE marking on a product safety, the latter rules instituting for example, skateboards and bicycles
so-called self-declaration based on its an EU-wide surveillance system – the intended for children. Thus, imitations
own evaluation of compliance. In other Rapid Alert System for Non-Food of protective masks and helmets should
cases, and depending on the severity Products (RAPEX) – open to the public carry the following warning: ‘This toy does
of risk, additional procedures may be and aiming to ensure that measures are not provide protection.’
required to verify correct choice of safety taken against unsafe products. These As in the case with the other
requirements and standards. Such initiatives cover consumer products in warnings connected to the CE mark,
additional procedures involve testing, general and will be relevant for toys as the warning may seem self-evident.
inspection or quality system assessment well. They allow steps to be taken once However, the absence of such warnings is
March 2021
www.thecai.ie www.thecai.ie 11
March 2021COUNCIL / CE marking
an indication that the EU harmonisation
rules may not have been followed despite
the CE marking. Warnings must appear
on the packaging used in shops or be
otherwise clearly visible to the consumer
before the purchase, including in cases Choice Comment
where the purchase is made online.
Especially in these pandemic times, with Despite the CE mark visibility over many years, no agreed definition of
normal shops closed, consumers are its meaning exists. It is said to reflect ‘Conformité Européenne’ which, in
becoming increasingly reliant on online a world demanding of transparency and plain language to facilitate the
shopping and the information available understanding of the average consumer, merely adds to the confusion of
on websites. The requirement concerning its relevance. It does, however, assist in clarifying that, for many consumer
online visibility of warnings therefore products, CE marking is no more than a claim from the manufacturer that
becomes particularly important. the product meets European legislation. What follows though is the question
A quick review of toy websites of the quality of the mark and for whom it is predominantly representative.
in Ireland shows that they generally
include warnings as regards user age Both ANEC and BEUC have always welcomed efforts taken by the European
and weight, whereas other information, Commission to raise awareness among manufacturers, importers and
including special warnings for certain toy retailers of their legal obligations. However, both have expressed, over many
categories, is missing. Only one website years, real concern that any campaign addressed to consumers would seek
was found to include special warnings to promote CE marking as a definitive safety mark. As highlighted above
under the heading ‘EU warning’. and in this article, CE marking is no more than a message from economic
It is, on the other hand, not operators to market surveillance authorities and, as such, it should not
required to include online information be interpreted or implied as a mark for consumers. For example, given
about CE marking. The reason for this the lack of an obligation on manufacturers to ensure an independent
difference is not evident, given the value check on the conformity of the toy to the essential requirements of the
of the CE marking as not just a market Toy Safety Directive, CE marking cannot be a guarantee that a toy is safe.
passport but also a source of consumer
information. Outside Ireland, we found The Consumers’ Association of Ireland (CAI) is honoured to currently
an example of a toy website which, for hold the presidency of ANEC. ANEC, represents the European consumer
each product, nevertheless included the voice in standardisation and defends consumer interests in the process
information that the toy was CE-marked of standardisation and certification. We hope that this article assists in
and what that marking means. clarifying how important it is that consumer protection is consistently
In addition to paying attention to applied and that, in terms of legislative protection, we have a way to go.
CE marking and the associated warnings
on the toy, packaging or user instructions, What has become known as the ‘Omnibus Directive’ seeks to review, update
the consumer should only buy toys from and improve much of the current consumer legislative provisions and
reputable toy shops and online outlets. protections provided by EU Directives. This is a wide-ranging overhaul and
Like other selling happening away from national authorities across the EU are working diligently, despite Covid-
business premises, it is also an effect of related restrictions, to meet the July 2021 deadline for implementation. We
EU harmonisation that consumers are can only hope that the positive elements that the CE marking provides
benefitting from additional safeguards, are enhanced to ensure that it is comprehensively reviewed to make it
not least cooling-off periods when buying actually fit for the purposes to which the citizen and consumer is entitled.
online. But that is an entirely different
story!
Steen Bruun-Nielsen
CAI Council
March 2021
www.thecai.ie www.thecai.ie
March 2021
12Tips for dealing with issues relating to your Home
Phone, Mobile Phone and Broadband Providers
There may come a time when • Act promptly as there may How can ComReg Connect’s
you experience issues with your be a time limit in which Consumer Care team help?
communications service such complaints must be made.
as a problem with your bill or If you have followed your
difficulty switching to a new • Clearly outline the problem, service provider’s complaint
provider. We have put together providing full details of your procedures and your complaint
some tips to help you when complaint. remains unresolved, we may be
dealing with such problems so able to review the issue, and:
that you know your rights and • Give the service provider
a reasonable chance to • Inform you of your service
can seek redress if things go provider’s obligations.
wrong. resolve your complaint.
• Escalate your complaint on
How should a service provider • Make a note of your
your behalf to your service
deal with my complaint? complaint reference number,
provider.
the time and date you made
You can find your service your complaint, along with • Provide you with a realistic
provider’s Code of Practice any commitments made by idea of the likely outcome.
for complaints handling on your service provider.
their website or by calling their Contact Our Consumer Care
helpline. Their code contains all What should I do if I am Team today
the details you need, including: dissatisfied with the outcome?
Phone: 01 8049668
• How to contact your service Ask how your complaint can (8am to 8 pm Mon to Fri,
provider. be ‘progressed’ by your service and 9am to 1pm Sat)
provider in line with their Code
Email: consumerline@comreg.ie
• How long it will take them to of Practice. Generally, this
acknowledge and respond/ means that your complaint Post: Consumer Line, ComReg,
resolve your complaint. is passed to your service 1 Dockland Central, Guild Street,
provider’s‘second-line support Dublin 1 D01 E4X0
• What the procedures are for team’, who can help with more
resolving your complaint. complicated complaints. Visit www.comreg.ie
If you still feel dissatisfied
What should I do when making with the outcome, our
a complaint to a service Consumer Care Team may
provider? be able to help you.
www.thecai.ie March 2021Lifestyle / Grocery delivery
Supermarket Shopping From The Sofa
– Delivery and Collection Options
Getting in the weekly groceries has become on the shop floor. Now, these categories of
As many of us a challenge for many over the last year as shoppers have been joined by others who
continue to avoid trips the more medically vulnerable and older
sections of society try to avoid the potential
are staying at home and away from public
settings for health-related reasons – and it
to the supermarket for infection that a lengthy supermarket shop
might entail. And, for the large numbers at
has driven a massive increase in the use of
digital channels for our grocery purchases.
where possible, what any one time who have to self-isolate due to With little or no opportunity for eating out
a positive Covid-19 test or who are a close over recent months, take-home grocery
are the delivery and contact, leaving the house to do the grocery sales in Ireland rose by 16.8% in January
shopping is not possible. Or maybe the 2021, according to Kantar Worldpanel market
click-and-collect pressures of working and home schooling research – and, as people continue to stay
options on offer? have left parents more time-poor than
ever. The added burdens brought about by
indoors as much as possible, 12% of Irish
consumers bought groceries online in the first
the Covid-19 pandemic have accelerated a four weeks of the year. January 2021 sales
trend towards online grocery shopping and of groceries through digital channels hit a
helped to drive an expansion by the major record-breaking 5.2% of grocery sales, almost
REPORT by Clodagh O’Donoghue
supermarket retailers in home delivery and doubling from 2.75% in January 2020.
collection offerings. The major supermarkets have
At a glance Previously, the option of getting all introduced systems and processes
• Online grocery shopping your weekly supermarket shop delivered to – including hand and trolley sanitisation
• Home delivery your door was particularly appreciated by stations, limits on the number of people
• Collection options busy working people who didn’t want to spend allowed in store and social distancing
their precious free time in a supermarket, measures – to keep their customers safe
parents who couldn’t face the aisles with as they shop through the pandemic. Those
one or several bored children in tow, those who are particularly vulnerable or who need
who didn’t have access to a car to tote heavy to stay at home, however, can benefit from
shopping home, those with mobility problems, the increased options introduced in recent
or to those wanting to adhere to a tight budget times for getting your groceries deposited to
and trying to keep away from temptation your home or picking them up at a collection
14 www.thecai.ie March 2021You can also read
