WHEN THE SHOW CAN'T GO ON - Will consumers be able to get their money back? LIFESTYLE PRODUCT TESTS
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www.thecai.ie
APRIL 2020
WHEN THE SHOW CAN’T GO ON...
Will consumers be able to get their money back?
MONEY LIFESTYLE PRODUCT TESTS
TAX SAVINGS EVENT CANCELLATIONS COOKER HOODS
CONSUMER PROTECTIONS TRACKER MORTGAGES WASHING MACHINES
www.thecai.ie
The April 2020
Consumers'
Association of Dear Member,
Ireland
The impact of the Covid-19 virus has ranged from costly and example, Aer Lingus did not offer refunds to transatlantic
The Council is the challenging to difficult and devastating. We have watched as our travellers when it was made clear that EU citizens were to be
policy-making body world has changed beyond recognition and made life as we know excluded. Yes, they did offer vouchers and rebooking benefits at
of CAI. Members are it significantly beyond reach of what we considered the normality no cost but what use is that to a consumer who has lost their job,
elected from within of life and living. is now in receipt of welfare and struggling to survive?
the CAI's membership There have been a great many messages and actions A similar approach has been taken by many event
at the Annual of positivity and support in terms of the particular elements of organisers who have advised a ‘rescheduling’ to sometime in the
General Meeting. life that know or accept little change, under any circumstances. dim future yet to be determined or advised. Again, no reference
Despite that, mortgagees have been facilitated with extensions to a refund.
Council through payment holidays to accommodate loss of earnings It is clear that there is work to be done in reviewing
Members and jobs. Payments have been put in place by Government the provisions of our legal supports for consumers. We will do
to allow those out of work to manage their own and families’ so over the coming months and especially with our colleagues
Chairperson budgets through the period of this closedown. Monies and food in BEUC who are, across the whole of Europe, finding problems
Michael Kilcoyne and personal effort have been contributed by generous citizens and barriers to management of their consumers’ problems in the
Vice-Chairperson
to fund and assist frontline workers. The support has been same way that we are.
Raymond O'Rourke
exceptional and heartfelt. For now though, we sincerely hope that you, your
Hon Secretary
It is difficult therefore to watch consumers struggle to families, friends and colleagues emerge from this extraordinary
Elaine Bolger
Hon Treasurer find resolution to travel difficulties with flights, hotels, rentals and and life-affecting period in good health in mind, body and spirit.
Richard Donohue holidays, booked and paid for in good faith many months and The challenges to doing so are significant and all we can do is
Council Members weeks ago. to follow the guidance given and look forward to the better and,
Steen Bruun-Nielsen Consumer law provides for refunds and/or certainly, different days ahead.
James Wims rescheduling when the contract is cancelled or significantly
altered beyond original planning. Exceptional events are All here at the CAI wish you good health
rare and this one is, to use the general term being applied, and wellbeing.
unprecedented. We have to question, therefore, why, for
Our Reports Consumer Choice Published Material
Reports in Consumer Choice are based on Consumer Choice is published by No part of this publication may be reproduced,
market research, laboratory tests or user the Consumers' Association of Ireland stored in a retrieval system, or transmitted in
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scientifically conducted. Free goods are government, non-profit making body. CAI from the Council by contacting the Consumer
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
are purchased. Occasionally items may be the interests of the consumers of goods and advertising, sales promotion or publicity.
borrowed for review purposes only. services, and to enhance the quality of life for
The reports are produced in the main consumers. CAI is registered with charitable © Consumers’ Association of Ireland 2020
by our own Editorial staff. Some material status: CHY 8559. ISSN 0790-486X
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independent consumer magazines. Consumer Choice is available on a subscription
Because Consumer Choice carries no basis only. To facilitate banking requirements Staff
commercial advertising it is not swayed by all cancellations must be advised, by letter or Policy and Council Advisor
bias or influence and can point out advantages email only, a full 30 days in advance. Where Dermott Jewell
and flaws in goods and services that other a bank applies a €24 chargeback fee for a
Member/customer advised cancellation we Design/Typeset
magazines may not be able to do.
will deduct same from any refund requests. To
Reports on any article relate only to the Denzil Lacey (Zava Media)
subscribe please write to:
articles or goods mentioned, and not to any
other article of the same or similar description.
Consumer Choice,
Managing Editor
We do not necessarily price or report on all Clodagh O'Donoghue
120/121 Baggot Street Lower,
brands or models within the class, and the
Dublin 2
exclusion of any brand or model should not be Researchers
taken as a reflection on it. Róisín Moloney Weekes
Tel (01) 659 9430
Email cai@thecai.ie Atousa Motameni
Social Media: www.thecai.ie
1 www.thecai.ie April 2020
Contents www.twitter.com/The_CAI
www.facebook.com/
ConsumersAssociationIreland
10 Event Cancellations and Rescheduling 18 Washing Machines
MONEY LIFESTYLE PRODUCT TESTS
6 Money News 10 Event Cancellations 18 Washing Machines
The latest developments in and Rescheduling Consumer Choice has ten lean,
money matters, including In these unprecedented times mean,cleaning machines at a
how to safeguard your with the necessary cancellation range of price points for you to
financial health in the current and postponement of events of consider.
challenging circumstances. all kinds, what is the position
for consumers in terms of get-
ting their money back? 22 Cooker Hoods
A great cooker hood will ef-
13 Protections For ficiently rid your kitchen of
Energy Customers steam, smells and grease. Our
The CRU has introduced 12 FSPO Decisions on testers were big fans of these
measures to help gas Tracker Mortgage five Choice Buys.
and electricity customers Complaints
who are experiencing difficul- Examples of legally binding
ties in paying bills due to the decisions relating to tracker
Covid-19 pandemic. mortgages issued by the FSPO
in 2019 show the kinds of
problems that can arise and
how they are dealt with.
16 Saving on Medical
Expenses
Consumer Choice investigates
what savings can be made
when consumers claim tax
relief on the cost of health
expenses.
22 Cooker Hoods
2 www.thecai.ie April 2020
News Briefs by Dermott Jewell NEWS BRIEFS
Not So Bad Here After All!
Staying with the theme of out of this world and Covid-19 mat-
ters, I can tell you that astronomers using the European Southern
Essay Writing Not Rocket Science
Following an essay competition in the US, which received
Observatory’s (ESO) Very Large Telescope (VLT) (yes – really!)
28,000 entries from students there, the winning author,
have discovered what appears to be an exotic planet 640 light 13-year old Alexander Mather, chose the name of the next
years away that might cheer us up in loving this planet on which exploration robot to go into space later this year. The Per-
we currently reside, albeit, mostly indoors at present. I learn this severance rover will be launched in July or August on its
courtesy of the journal Nature in which the researchers describe a mission to Mars. Its mission is to search for signs of micro-
bial life and collect samples of Martian rocks and dust for
planet where, on its day side, temperatures can reach above 2,400
a future Mars sample return mission to Earth. The current
degrees Celsius. This planet, which they have lovingly called launch window is set for between July 17th and August 5th,
WASP-76b, has temperatures that would vaporise metals. On the with landing planned on 18th February 2021. Its mission du-
night side of the planet, very strong winds carry iron vapour across ration is one Martian year, which equates to 687 Earth days.
and these then condense to form droplets that fall to the planet’s Previous robots sent to the planet included the Sojourner
in 1997; Spirit, followed by Opportunity, which landed on
surface, creating ‘iron rain’. The rain is constant as the planet
Mars in 2004; and lastly, Curiosity, which has been explor-
only ever shows one face – its day side – leaving its shaded side ing Mars since 2012.
in total and perpetual darkness. The day side constantly receives The winning student admitted that his interest in
radiation drenching that is thousands of times a multiplication space was a relatively new one and that his interest and fo-
of what Earth receives from the Sun. I learn that this is not the cus had been in video games until, two years ago, he visited
a space camp that changed his interest entirely. Since then,
first such planet to be found with unusual rainfall. Scientists at
he has fallen in love with all things space, including build-
Penn State, using the Hubble Space Telescope, in October 2017, ing 3D-printed flyable model rockets. This is particularly
discovered a planet where, as they described it, it snows titanium reflective of how young minds grasp opportunities beyond
oxide, the main ingredient of sunscreen. Simulations and analysis their imaginations – once that opportunity is presented
of Kepler-13Ab’s permanent night side suggested that titanium and made available to them. We need investments such as
these to foster the innovation that we already know to exist
oxide is carried by powerful winds, where it condenses into crystal-
and, potentially be hidden, in our young generation.
line flakes, forms clouds and precipitates as snow. Of course, you
knew that!
TROTTING OUT ALTERNATIVES
Hogs are Indiana’s third most valuable agricultural commodity, accounting for 11.4% of 2018 farm receipts, according to the latest
data from the US Department of Agriculture's Economic Research Service. The state’s pork exports alone generated $364 million
that year. Late in 2018, an Indiana pig farmer made it his business to stop by a Burger King to try the Impossible Whopper. His rea-
son for doing so was that he saw his life’s work and livelihood potentially being eradicated by this burger. This plant-based burger
patty on the hamburger had been lab engineered to mimic the taste and appearance of beef, and its soaring popularity last year
created a national shortage. About a year after California-based company Impossible Foods introduced the Impossible Burger 2.0
in January 2019, it launched its newest plant-based product, Impossible Pork, at the International Consumer Electronics Show in
Las Vegas. In retaliation of sorts, the US National Pork Producers Council is objecting to the company's use of ‘pork’ in its descrip-
tion of what is a non-meat product. Impossible Foods is focussed upon being disruptive in the market by focussing on sustainable
consumption and it has a lot of people concerned. The arguments are as one would expect – that this is neither pork nor meat
but rather a laboratory-made, flavoured and manipulated product with questionable nutritional value. However, when you see a
necessity for any group to lobby for federal regulations that codify what can be called milk and what can be called beef etc. then,
I suggest, we should have certain concerns – at the very least, in terms of transparency.
April 2020www.thecai.ie 3
www.thecai.ieApril 2020
But - The Clocks Still Go Forward?!
Palaeontologists have discovered a series clams, grew quickly while also laying down
of fossilised shells that reveal important daily growth rings. It is these rings that
changes to our understanding of what was have allowed researchers to determine
the average day on Earth during the late the number of days in a year during this
Cretaceous period. The 70-million-year-old time. While it was known that the days were
mollusc shells were found in the mountains shorter in the past, it is this new discovery
of Oman and the researchers, from Vrije that provides a detailed insight to the
Universiteit in Brussels, Belgium, who are evolution of the Earth/Moon relationship
analysing them, have determined that the of this era. The length of a day has been
Earth, during this time, spun faster than growing steadily longer as friction from
it does today. In actual fact it rotated 372 ocean tides, caused by the moon’s gravity,
times per year as opposed to the current slows the Earth’s rotation. Creating more
365. This means that a day during this accurate models, using the data collected
period would be 30 minutes shorter than from the ancient clams, will move scientists
what we currently enjoy! The ability to significantly further in their understanding
determine this amazing result arises of what is a great lunar mystery.
because the ancient shells, known as Rudist
DISPOSABLE OR DESPICABLE
Courtesy of Current Biology, I learn that one part of a mas- plastic, clean plastic and water. In tests, the turtles ignored
sive pollution problem in our oceans is known as the Great the clean plastic and water, but responded to the odours
Pacific Garbage Patch and it is seriously affecting the diets of food and ocean-soaked plastics as part of foraging
of various marine creatures. Now, researchers from the behaviour. This behaviour included repeatedly putting
University of North Carolina at Chapel Hill have discov- their noses out of the water as they tried to smell the food
ered why, in particular, sea turtles eat such large quantities source, and then increasing their activity as they searched.
of ocean plastic. The researcher’s findings are outlined in The study now raises questions on the long-term impacts
a paper explaining that ocean plastic builds a coating of plastics have on all ocean species of marine mammals,
algae and microorganisms that, to the turtles, smells like fish and birds and how the smells attract them to the area.
food. To understand sea turtle behaviour around ocean The reality of the problem being how, once the plastics are
plastics, the researchers compared how the creatures in the ocean, there is no known way of removing them or
reacted to smelling odours of turtle food, ocean-soaked preventing them from smelling like food.
Coming Soon – Beaming Up The Wireless Broadband Alliance (WBA) high-level applications such as mobile
has announced the first trials of wi-fi 6E. gaming, virtual reality, and industry
The focussed priority of the 6GHz band 4.0 solutions. The alliance said that it
for the WBA is to overcome perfor- sees the new wi-fi technology being
mance issues currently caused by over- particularly powerful in congested
crowding on many older networks. The areas. A number of regulatory bodies,
big news on this new band is that it will including those in the US, UK and EU,
provide more capacity than all the other are therefore reviewing the potential for
wi-fi bands put together and deliver releasing the 6G bands for unlicensed
connections with speeds equivalent to use. With further trials continuing over
the new advanced 5G mobile networks. the coming months and the major chip
Is it for you? That depends upon your manufacturers gearing up for mass
household demand which – in terms of release, it is clear that there is focus
the Covid-19 levels of increase – could on this with urgency. The prediction is
mean anyone or everyone. How- that in excess of 500 million compatible
ever, currently, wi-fi 6E is designed for devices will be in use by 2023.
April 2020www.thecai.ie 4
www.thecai.ieApril 2020
FOOD & HEALTH/News by Clodagh O’Donoghue
Food &
Health
107 food alerts and food allergen alerts issued in 2019
In March, the Food Safety Authority of Ireland and Feed (RASFF) network. extreme cases. EU rules stipulate that 14
(FSAI) published details of food alerts and Of the 55 food alerts issued in specified categories of allergens must be
food allergen alerts issued in 2019. Last year, 2019, the reasons for the product recalls or correctly labelled or declared and failure to
the FSAI dealt with 679 food incidents that withdrawals from the Irish market varied do so results in a food allergen alert being
resulted in 55 food alerts and 52 food allergen greatly, with examples including the presence issued. Last year in Ireland, milk, cereals,
alerts. Food alerts are notifications relating to of plastic in meat products and metal pieces eggs and nuts were amongst the most
an identified hazard – biological, chemical or in prepared dishes, the detection of unsafe common allergens to be incorrectly labelled
physical – in a food or food contact materials levels of arsenic in bottled drinking water or undeclared.
that could negatively impact health. Food and Listeria monocytogenes in poultry and According to FSAI Chief Executive
allergen alerts are notifications relating to dairy products, and the discovery of insects Dr Pamela Byrne, consumers should be
possible risk to consumers who have food in certain foods and undeclared alcohol in a able to trust that the food they are eating
allergies or intolerance to a particular food or non-alcoholic beverage. is labelled correctly and free from foreign
food ingredient. The main reasons for the 52 food objects and undeclared ingredients. Food
Such food incidents can result in allergen alerts issued in 2019 were that the businesses are urged to deal immediately
either a withdrawal of a certain product from allergen was unknowingly incorporated into with problems as they arise and to put the
food businesses or a recall from consumers. the product and consequently was not listed protection of consumers first and foremost.
They can arise following a complaint from a in the ingredients, the ingredients list or label Moreover, Dr Byrne encourages consumers
consumer, an inspection by a food inspector was not in English, or failure to highlight an with a food allergy to subscribe to the FSAI’s
who identifies a food safety issue, reporting allergen properly in the ingredients list. Out free alert system to receive emails or text
from a food business of a problem with a of every 100 people in Ireland, three have a notifications when specific foods are found
food, the results of laboratory testing or food allergy and for this percentage of the to contain undeclared allergens. Consumers
notifications on food safety issues from other population, eating a food containing the can subscribe by visiting www.fsai.ie/
EU member states through the European allergen can result in them needing urgent subscribe.
Commission’s Rapid Alert Systems for Food medical treatment and even loss of life in
Covid-19 and food
The European Food Safety Authority Prevention and Control (ECDC) has noted uncooked foods.
(EFSA) has noted that there is currently “no that although animals in China were the likely Despite the circulation of claims
evidence that food is a likely source or route source of the initial infection, the virus is that eating garlic will help prevent infection,
of transmission” of Covid-19. According spreading from person to person – primarily there is no evidence to support this – though
to EFSA’s chief scientist, Marta Hugas, though respiratory droplets when people garlic does have antimicrobial properties and
experiences from previous outbreaks of sneeze or cough. The need for good hygiene is a healthy addition to a diet generally. Other
related coronaviruses, such as SARS-CoV, practices when handling and preparing claims suggest that hand dryers will kill the
show that transmission through food food remains, however, with the World virus due to the high heat, but you will still
consumption did not occur and there is no Health Organisation (WHO) reiterating the need to wash your hands first and WHO says
evidence at the moment to suggest that the need for proper hand washing, thoroughly that ordinary hand dryers cannot completely
current coronavirus is any different in this cooking meat and avoiding potential protect you from Covid-19.
regard. The European Centre for Disease cross-contamination between cooked and
5 www.thecai.ie April 2020
MONEY NEWS
Money News Money News by Róisín Moloney Weekes
Safeguarding Your Financial “Consumers facing potential difficul-
Health In The Current Public ties are advised to contact their lender
or loan servicer as soon as possible to
Health Emergency establish what supports are available.”
Protecting ourselves throughout the adversely affected by the virus to the extent borrowers the opportunity to postpone
Covid-19 emergency should be the that they cannot pay their bills as they or reduce weekly/monthly repayments.
number-one priority for each and every become due for payment. It is, however, essential that consumers
one of us. The impact of the measures The Central Bank of Ireland are made aware of the implications of
taken to tackle Covid-19 are dramatic and states that it is continuously engaging with taking advantage of such a break on their
are having an effect on so many aspects of banks, insurance companies and many mortgage, the effect on the overall cost and
our normal lives and, for a lot of us, this is financial service providers to ensure they the possible impact on revised monthly
also true for our financial health. Being let are implementing consumer supports repayments. Lenders should explain to
go from our employment, temporarily or throughout this public health crisis. The affected consumers where the term of
otherwise, or requiring extensive periods of Central Bank reminds us that these the mortgage will extend as a result of the
sick leave having contracted the virus can extra supports are in addition to existing payment break and/or where the payment
lead to great strain on our finances. Being consumer protections designed to protect break will result in increased payments in
unable to meet financial commitments and the best interests of consumers, particularly the future once the break expires, or where
the fear of how this affects our future is in times of financial difficulties. The Central the mortgage will continue to incur interest.
extremely stressful for the many families Bank expects firms that it regulates to Consumers are advised to speak with their
and individuals trying to navigate these protect consumers and to be sensitive lender and ask about each of these matters
unchartered waters. to the difficult situation faced by many. in detail to ensure that they understand
On 18th March, Minister Donohoe It expects firms to provide reasonable the implications of the mortgage break for
outlined measures to support individuals arrangements and assistance in this time them.
and businesses impacted by Covid-19. of crisis, particularly to those experiencing Consumers are likely to be
These supports include support for bank illness or loss of income as a result of concerned about their credit record in
borrowers, which involved the banking Covid-19. The Central Bank also insists the event that they take a break from a
sector coordinating an approach to that firms must be adequately resourced loan repayment. Consumers need to be
supporting customers whose income has to ensure that consumers’ needs are met aware that the Central Credit Register
been impacted by Covid-19 and included and queries are handled in an appropriate produces credit reports for both lenders
proposals such as the introduction timeframe. and borrowers at their request. The
of flexible arrangements to include a For consumers facing potential Central Credit Register simply records
payment break for mortgage and other difficulties in making their mortgage and the information that is submitted to it by
loans with a possible break in payments loan repayments as a result of Covid-19, they lenders on a monthly basis – it does not
up to three months. Secondly, a proposal are advised to contact their lender or loan produce a credit score. If a payment break
to support buy-to-let bank customers servicer as soon as possible to establish is agreed between lender and borrower as
with tenants affected by Covid-19 aims to what supports are available. Contacting the a result of the Covid-19 crisis, this will not
offer flexibility to borrowers with rental lender or loan servicer as early as possible be specifically stated on your credit report.
properties, including a break of up to three is an effective step towards ensuring that If your lender agreed to a complete break
months in payments where their tenants the consumer’s financial situation does not with no payments made during the crisis
are affected by the virus – and this will, in deteriorate more than necessary. then the regular ‘missed payments’ will not
turn, allow landlords to exercise due levels In relation to mortgage and loan be recorded on your credit report for this
of forbearance to their tenants, in theory payment breaks, the Central Bank states period. The outstanding balance will not
at least. Many consumers are contracted that – as per the Banking & Payments decrease during this time and the balance
with non-bank lenders for their mortgage Federation Ireland ( BPFI) announcement on is likely to increase to reflect payments not
and also with credit service firms. Both 19th March – banks, retail credit and credit made and consumers may wish to place an
of these types of organisations have servicing firms will introduce a three-month explanatory statement on their credit report
committed to working with authorities to payment break for mortgage, personal to explain the change in circumstances.
provide flexibility to borrowers affected by loans and business loans for some business Consumers are also advised to check with
Covid-19. The Minister did highlight the and personal customers affected by their lender as to whether any information
need for those who continue to receive their Covid-19. The Central Bank also states that it on their loan is submitted to other credit
full income to continue to pay their bills as expects regulated firms to take a consumer- bureaus that may generate credit ratings or
they fall due. The proposed supports are focused approach and to act in consumers’ scores.
being introduced for those who have been best interests. These payment breaks give
www.thecai.ie April 2020
6 www.thecai.ie
Avoiding Covid-19 Scams
The major public health event that is from cancellation of an event such as a
Covid-19 is throwing up an array of wedding, a flight or a holiday as a result of
challenges for consumers including the coronavirus. They will ask consumers
fraudulent activity in the form of new for a payment upfront or a consumer’s
scams designed to take advantage of bank details in order to complete the
the widespread fear being experienced claim. Consumers should always be
by the general public. At a basic level suspicious of cold calls or emails, text
we see various scams based on the messages or WhatsApp messages stating
sale of personal protective equipment, that your bank is in difficulty as a result
such as face masks and hand sanitisers. of the pandemic and offering consumers
Consumers are also, however, facing more an alternative account to transfer your
sophisticated scams that are aimed at balance to.
getting money from victims in many ways. Consumers should also be wary
Consumers need to look out for scammers of offers of investments or any financial
seeking to exploit short-term financial services or products that appear too
concerns. For example, asking consumers good to be true. Do not trust any firm that
to hand over an upfront fee when applying contacts you out of the blue or requests
for a loan that never actually materialises. personal banking information. Do not
In this time of crisis, public good will is at disclose your bank details to any caller
a high and scammers may take advantage and do not send money to a financial
of this by requesting cash donations for services firm until you are certain that
a good cause that is not in fact a charity you are dealing with an authorised firm.
but simply a scam. In the same vein, Remember that consumers who engage
consumers may be asked to invest in good with firms that are not authorised by the
causes – such as the production of hand Central Bank of Ireland are at risk of losing
sanitiser, manufacture of face masks and their money. Consumers should be wary
gloves or a new treatment for the virus – of adverts on social media channels and
this often comes with a promise of very sponsored adverts online, avoid clicking
high returns on investment. Many scams on links or opening emails from senders
are arising where fraudsters claim to be that are not familiar to them, and never
representatives of the insurance industry let any caller or sales agent rush or
or credit card providers allegedly offering pressurise them into making a decision.
to help consumers recoup losses arising
Usit In Liquidation
Usit travel agency, a company associated mass cancellations of spring and summer website, www.aviationreg.ie. Those with
with booking J1 work/travel visas to the travel bookings and school tours as well travel insurance can look to see if they
US for students, has gone into liquidation as a collapse in new bookings, sparking are covered, but this will be dependent
as a result of financial pressures arising a cash-flow crisis that left the companies on the terms and conditions of different
from the Covid-19 pandemic. The move insolvent and unable to pay their debts. policies. Usit notes that Mapfre policies
affects parent company Kinlay Group Usit has acknowledged that bought through Usit do not provide
Ltd., its student-focused travel wing Usit the outlook for customers who have cover in the event of a travel agent going
Ireland Ltd., school tour organiser School made bookings in terms of obtaining into liquidation, though refunds may
and Group Tours Ltd. and the Dublin refunds is uncertain. As Usit Ireland be possible if your claim relates to an
College of Business Studies, which trades Ltd. is a bonded travel agent, this insured reason. Those with alternative
as the English Studio Dublin, teaching may allow for refunds to customers, insurance policies should check the
English as a foreign language. including individual students and details with their insurer. If you paid by
The severe and sudden teachers who have booked school trips credit card, another route to explore may
restrictions on travel introduced to for groups. A claim form is available on be to contact your bank or card provider
control the spread of Covid-19 led to the Commission for Aviation Regulation to initiate a chargeback.
April
April2020
2020
7 www.thecai.ie
www.thecai.ie
Product/Tech News
Salt-water sanitisation
Effective cleaning around the home has become even more and upholstery. You
important in recent weeks and a new environmentally friendly simply add tap water
product is now on offer that uses simple water and salt to and household salt to
sanitise and disinfect your surroundings. The Egret EO Blaster the compact device,
is an easy-to-use home appliance that produces electrolysed wait 60 seconds, and
(EO) water to eliminate germs, bacteria, odours and viruses. start spraying – and
According to the Chinese team that created the device, the solution will take
when electricity is passed through a salt-water mixture, EO three minutes to clean
water is produced that can exterminate 99.95% of germs and the item. Thus, you will
viruses that it comes into contact with and that kills bacteria be eliminating not only
by breaking outer cells and bursting them with water. The the chemicals typically
creators claim that this product is completely safe, sterile and found in cleaning
non-toxic so it can used around children and pets and that you products but the myriad
can even use it to sterilise baby equipment and remove dirt and plastic bottles and containers that they come in, cutting down
pesticides from fruit and vegetables – though you will need to on both chemical pollution and plastic waste. Another bonus
rinse food and infant items with clean water three minutes after is that it is a totally natural product that will not harm skin or
using the electrolysed water solution due to the presence of trigger allergies.
chlorine. It certainly sounds like a timely product from a number
This eco-friendly product promises to rid you of the of perspectives and, following a hugely successful funding
cupboard full of detergent bottles that you may currently have, campaign, shipping is due to begin in May to anywhere in the
as Egret can be used to disinfect all areas and items in kitchens world, with pricing set at a rather hefty €203 – though once you
and bathrooms as well as refreshing and deodorising flooring have bought the appliance, ongoing costs should be minimal.
All in this together
Though positives to be drawn from the current public health crisis that has engulfed so many countries may be few and far between, one
heartening aspect is the willingness of people across the globe to adapt, innovate and step forward to address the challenges by whatever
means they can. What the world needs most urgently at present are common medical supplies like ventilators, medical masks, hospital
gowns and gloves and hand sanitiser, with current manufacturers unable to keep up to the enormous demand. But a helping hand has come in
the form of manufacturing companies from the automotive, fashion, cosmetics and alcohol beverage industries and more, many of which have
redirected their resources to help with Covid-19 relief and treatment efforts.
Examples abound but some to mention are the car and car parts companies, including such major names as Ferrari, Ford, Fiat
Chrysler and Rolls Royce, that are making plans to produce health equipment and specifically ventilators and ventilator parts. One relatively
new technology that could have a key role to play is 3D printing, with a number of 3D printing companies alongside other manufacturers that
commonly use 3D printing – including aircraft manufacturer Airbus – offering to switch their focus to printing medical essentials such as
ventilator parts, respiratory valves and medical masks.
Hand sanitisers have become a hugely sought-after item and breweries and distilleries around the globe are making their alcohol
supplies available to be converted into sanitising gels. Major companies like Diageo, Pernod Ricard and Anheuser-Busch are donating
alcohol, some of which has been extracted from non-alcoholic beverages, and/or manufacturing bottles of hand sanitiser for distribution to
pharmacies and healthcare settings. France-based cosmetics company L’Oreal has also re-tooled its production facilities to create hand
sanitiser and hydroalcoholic gel for French and European health authorities, pharmacies and food distributors, while the Spain-based owner
of fashion retailer Zara has announced that it will produce hospital gowns and surgical masks for patients and medical workers. Efforts by
these big-name corporations are being replicated by smaller businesses and firms around the globe, so many of which are refocusing their
operations and switching production lines to manufacturing the supplies and necessities that the world now urgently requires.
The products featured on these pages have not been tested by the Consumers’
Product News by Clodagh O'Donoghue
Association of Ireland and their inclusion here is not, in any way, an endorsement of them.
8 www.thecai.ie April 2020
Creative thinking in challenging times
In these unprecedented circumstances, how Writing opportunities Music, dance and theatre
can we put all the time that we are suddenly As a nation of natural storytellers, many of There is no shortage of online fitness and yoga
spending at home to some purposeful use? us may feel that we have a book or a play in sessions, but if dance is more your thing – or
After we have spring-cleaned every room, us and we are just waiting for an opportunity you would like to give it a try – Dublin dance
decluttered every drawer and rooted out when we have the time to get it down on company Cois Céim has moved its weekly
every weed in the garden, what should our paper. Well, that opportunity may have arrived dance class aimed at the over-50 age group
next project be? Out of this stressful situation, as we confine ourselves to our homes for an online and is inviting people to keep dancing
wouldn’t it be good to emerge from this period indefinite period - but maybe we need a little but from the comfort of their home. Each
of isolation having gained something other extra impetus or some help in formulating and week, an hourlong dance session will be
than several inches around the waist and an structuring our thoughts. An initial bite-size posted at https://coisceim.com/classes-fifty-
in-depth knowledge of the entire Netflix library. challenge that might prove a useful way of plus/ where you can start with easy warm-up
Happily, technology is at most of our hands to getting the creative juices flowing could exercises and learn different dance routines,
give us a window onto the outside world – and come in the form of the #TinyPlaysChallenge simply rewinding if you don’t get the hang of
if we are feeling deprived culturally, there are launched in late March by Fishamble: The New the moves first time around.
plenty of new opportunities arising to help Play Company. Aspiring writers are invited to Opera fans will be able to enjoy first-
inspire us. Below are just a few suggestions of submit a ‘tiny play’ of no more than 600 words class productions from abroad as the European
cultural activities that you might like to engage long and to share it with their fellow citizens. Commission-funded opera-streaming platform
in over the next few weeks. Every week for a month, the Dublin theatre OperaVision at https://operavision.eu/en ramps
company will provide a word of the week to up its programme of free opera in response to
Galleries and museums serve as a prompt and will publish a selection European citizens’ self-isolation. Meanwhile,
Although any travel plans have had to be put of three to five tiny plays on its website for arts and culture streaming platform Marquee
on hold for the next while, fans of culturally- the public to read. Those interested in flexing TV has extended its trial period to 30 days,
focused city breaks, who like to devote chunks their dramatic muscles should visit https:// allowing users free access to a vast array
of time to wandering around their destination’s www.fishamble.com/news/fishambles- of acclaimed theatre, ballet and opera
prized art and museum collections, have an tinyplayschallenge. productions at https://www.marquee.tv/.
online alternative. As we find ourselves stuck Those looking to get their teeth Meanwhile, closer to home, the
at home, now may be the perfect opportunity into longer writing formats might like to Abbey Theatre has announced that it will
to take advantage of the Google Arts and consider entering the long-running and highly commission 50 writers from around Ireland
Culture project that seeks to provide everyone respected RTÉ Short Story Competition in to each create a monologue that will be
and anyone access to more than 1,200 honour of Francis MacManus. Writers have performed by 50 actors, with the recordings
museums and galleries around the world via until 8th May 2020 to submit their short story then made available digitally as a way of
virtual tours and online exhibits. All the big which should be between 1,800 and 2,000 “capturing a moment in time to share our
names in museums and galleries are there, words in length. For more information and to thoughts through creative conversation”.
including: view the competition’s rules and entry form, go More ideas for cultural experiences that can
to https://www.rte.ie/radio1/francis-macmanus- be accessed within your own four walls can
• Musée d’Orsay, Paris short-story/. For details of a range of other be found at the website of Cork’s Everyman
• Rijksmusem, Amsterdam competitions and their deadlines, covering Theatre at https://www.everymancork.
• MOMA The Museum of Modern Art, New York a variety of literary forms and genres, go com/2020/03/theatre-resources-covid-19/.
• Uffizi Gallery, Florence to https://www.creativewriting.ie/writing-
• British Museum, London competitions/.
• Guggenheim, New York If you have writing aspirations but
• Tate Britain, London feel you would like some guidance and advice,
• Smithsonian American Art Museum, the Irish Writers Centre (IWC) has a number
Washington of online courses on offer. Although several
• Van Gogh Museum, Amsterdam of these courses started in March of this year,
the IWC is planning further remote learning
Other featured institutions offering opportunities during the current period of
virtual access are the Palace of Versailles in closure for those looking to explore creative
France, Anne Frank House in the Netherlands, writing at home. As well as benefiting from
Acropolis Museum in Greece and Olympic live interaction with a trusted writing teacher,
Museum in Switzerland. So if you fancy the IWC notes that by signing up to an online
expanding your cultural knowledge or you course, you can provide vital paid employment
want to arrange a virtual school trip for any to freelance writers facing particular financial
young people in your home, you can browse difficulties at this time. Those interested are
the exhibits of literally hundreds of venues by invited to keep an eye on its website, https://
visiting https://artsandculture.google.com/ irishwriterscentre.ie/, for announcements.
partner.
9 www.thecai.ie April 2020
Lifestyle / Consumer rights
Event Cancellations and Rescheduling
As we try to stay apart, ticketed events of all types have REPORT by Clodagh O'Donoghue
had to be cancelled or postponed – but what does this At a glance
• Event cancellations
mean for consumers who have already parted with their • Rescheduled events
hard-earned cash? • Travel and accommodation
Given the current and necessary received within a certain timeframe or as a gesture of financial support,
social distancing requirements and if the tickets have to be returned to the while other venues are suggesting that
restrictions on public gatherings in the point of purchase in a particular way, consumers might use the refunded
attempt to slow the spread of Covid-19, a such as by registered post. Refunds for money to buy tickets for upcoming
huge number of events – concerts, gigs, online purchases can be particularly cultural events to support artists when
sporting fixtures and more – have had to streamlined, with the event organiser the situation has returned to normal.
be cancelled, postponed or rescheduled. generally contacting the consumer
Moreover, this is a situation that may automatically and refunding the ticket Rescheduled events
continue for a number of months, price to their credit or debit card. If When events are not completely
affecting events into the future. In these you bought tickets at a box office or cancelled, but instead rescheduled or
unprecedented circumstances, what is other outlet, you may be required to postponed, the situation can become
the position for consumers in terms of physically return your tickets to your a little less clear-cut. Consumers may
getting their money back? point of purchase – though obviously be given the option of holding onto their
you may not be able to do this at present tickets for re-use at a later date and, if
Event cancellations with current restrictions in place. If the this does not suit, they can often avail
For each ticket held, it is important that event organiser or seller does not get in of a refund at that point – although
you check the terms and conditions of touch automatically, you should contact Ticketmaster notes that refunds in
your contract. This will often provide them to request a refund. If your this instance will only be offered if the
for a full refund of the cost of your ticket refund claim is ignored or refused by artist, team, venue or promoter allow it.
if the event is cancelled and it may or the ticketing company and you paid by Moreover, secondary marketplaces like
may not include reimbursement of any credit card, you can contact your bank StubHub may differ from primary sellers
associated fees, such as delivery costs or card provider to see if you may be able as if you do not want to attend the
or booking fees. You are likely to have to reverse the transaction and avail of a rescheduled event for any reason, you
better consumer protections if you chargeback. may not be offered a refund but instead
have dealt with a primary seller, such While offering refunds, some will be invited to resell your ticket on
as the event organiser or Ticketmaster, sellers are also suggesting alternative their platform as the only means of
whereas those who have dealt with options to patrons – for example, recovering the cost and that, of itself,
secondary marketplaces or resellers secondary marketplace Viagogo is may incur further outlay on your part.
may have to look more closely to the offering a 125% voucher in lieu of a
terms of their contract to determine refund that can be used for up to a year. Travel and accommodation
their entitlements. You will also need Meanwhile, some cultural institutions, linked to cancelled events
to see if any specific procedures such as theatres, are respectfully asking If you were planning to go to a match
are outlined to secure a refund – for patrons to consider donating the price of or concert abroad, you will likely have
example, if the refund request has to be pre-paid tickets back to the institution accommodation or travel booked.
10 www.thecai.ie April 2020Your entitlements and the chances re-routing at a later date. Airlines may running into difficulties in dealing with of obtaining money back will depend also offer incentives to passengers to fly event organisers or traders based within on how these elements were booked at a later date, such as offering vouchers the EU, UK, Norway and Iceland, the initially. If you booked tickets to an to a higher value than the cost of the European Consumer Centre (ECC) Ireland event plus travel and/or accommodation original flight. In the current unique may be able to provide assistance. As as a pre-arranged, inclusive package circumstances with government advice part of the European Consumer Centres with a tour operator, this will count as a to avoid travel to certain destinations, Network, ECC Ireland has access package holiday and specific rules apply. the Commission notes that to refund to multi-lingual, in-country teams In this instance, the event constitutes the passenger may be the only practical that are able to liaise with traders on a major element of the package and if option. behalf of Irish consumers. To submit a it is cancelled or significantly altered, When it comes to accomm- complaint, go to https://www.eccireland. then the operator should offer you a odation, if an event has been cancelled ie/contact-us/. Alternatively, you can full refund or a replacement holiday of but there are no restrictions imposed consider pursuing the matter through equivalent or higher quality or a lower at the location and accommodation the European Small Claims procedure grade holiday with a refund of the providers are still able to carry out their for claims up to €5,000. If the trader difference in price, where possible. side of the contract, it may be tricky to is based in Ireland and the claim does If, on the other hand, you booked each secure a refund. Where you have used a not exceed €2,000, then you can look element of the trip separately yourself booking engine, such as booking.com or to resolve the issues through the Irish – so, for example, tickets to the event hotels.com, you should refer to the terms Small Claims procedure, with information on one website, a flight on an airline and the cancellation policy to see if you available at courts.ie. website and accommodation on a hotel can claim for a refund or rebooking. Even booking site or Airbnb – then this will without favourable cancellation terms, not be deemed to be a package under the accommodation provider may provide law. Thus, each element will have its own a refund as a goodwill gesture or offer contract and you will need to refer to the credit or a voucher for use at a later date, cancellation policy and the terms and particularly if the event is rescheduled. conditions of each contract. Consumers are advised to make contact Where flights have been directly with accommodation providers cancelled, as thousands have been in to see what they may be prepared to recent weeks, a long-standing EU-wide offer. Where no reimbursement is law means that consumers should be offered, consumers with travel insurance refunded or rerouted. However, there can look to see if they are covered in this have been numerous reports of some instance. airlines not cancelling flights despite advice from governments not to travel to many European locations – and if the flights are not cancelled, then the associated consumer protections do not apply. Other reports highlight that many Choice Comment airlines are seeking to offer passengers the opportunity to rebook flights instead Where consumers are entitled to refunds from airlines or package holiday of providing refunds but the options companies under current consumer legislation, they should continue to insist for rebooking are often more expensive on their right to reimbursement though they may find they continue to receive than the cancelled flight. And that is if absolutely no option but to ultimately accept only the limited offer open you can get through to the airline, with to them in breach of consumer law. This then represents an unacceptable many consumers struggling to make undermining of hard-won consumer rights by engaged consumer advocates contact with airline companies or finding and associations across the EU over many years. it difficult to get a satisfactory response What is worse, is that in Ireland we have an outgoing Minister, from the airline’s online refund system. Shane Ross, apparently suggesting a change to EU consumer law provisions in In addition, some package holiday order that businesses affected by travel restrictions, as a result of Covid-19, companies are reportedly offering can limit their liabilities to anything but a refund. Minister Ross considers consumers vouchers or rebooking business losses to be more important than losses incurred by consumers who instead of refunds but consumers may paid in advance, for travel not available, restricted or cancelled, many of whom not be in a position to rebook and may be have lost their jobs and who are very badly in need of a refund of their outlay understandably wary of accepting credit in order to simply survive and pay their bills. These are, indeed, extraordinary given that the future of many travel- times where the best a Minister can consider as a solution - to any problem - is related companies may be uncertain. to reduce consumer legal entitlements to the benefit of a particular sector of On 23rd March, the Commission business. for Aviation Regulation reiterated the We will now move to immediately engage with our position in relation to the relevant colleagues across the EU and who are members of BEUC so that they can European regulation, stating that highlight the absurdity of this attempt and register an official complaint with passengers of cancelled flights should be the Commission of behalf of the consumer we, and they, represent. offered the option of a refund, For Irish consumers who are re-routing at the earliest opportunity or 11 www.thecai.ie April 2020
Lifestyle/FSPO decisions
REPORT by Clodagh O'Donoghue
FSPO Decisions on Tracker Mortgage Complaints
The Financial Services and Pensions insufficient given the very specific personal records to ensure that it acts in accordance
Ombudsman (FSPO) recently published circumstances of the complainants with the Consumer Protection Code.
details of 25 legally binding decisions concerned and compensation sums of
relating to tracker mortgage complaints that €52,500, €45,000 and €4,500 were awarded. Commenting on the decisions
it had issued between January 2019 and In one of these complaints, the complainant published, the Financial Services and
January 2020. Of these 25 decisions, eight objected to the way in which the sum Pensions Ombudsman, Ger Deering, noted
were either fully, substantially or partially overcharged by the bank was to be refunded that “many complaints relating to tracker
upheld, whereas 17 were not upheld. Since but this aspect of the complaint was not mortgage interest rates are particularly
being established in January 2018, the FSPO upheld. complex and can often concern very difficult
has handled more than 1,800 complaints circumstances for the complainants” and
relating to tracker mortgages in addition to • In another complaint where the bank that the decisions published in the Digest
more than 10,000 additional complaints not had sold the loan to a third-party financial “give a sense of the breadth and complexity
involving tracker mortgages. service provider and the complainants were of the issues” involved. Mr Deering further
In 2019, 516 tracker-mortgage- seeking to have their tracker mortgage noted that 17 of the published complaints
related complaints were closed by the FSPO, restored, the Ombudsman directed the bank were not upheld and that this will hopefully
264 of which were resolved through the to restore the tracker interest rate on the serve to highlight that “although many
FSPO’s informal mediation process whereby complainants’ mortgage from 2010, repay people would like to have a tracker
a mutually acceptable agreement is reached the interest overpaid by the complainants mortgage, in order for a person to have
between the parties. Not all cases can and pay €2,500 compensation. an entitlement to a tracker interest rate,
be resolved through informal engagement Moreover, the bank was directed there must be an obligation on the bank,
however, and 174 complaints were to make arrangements with the purchaser contractual or otherwise, that entitles the
closed last year during the FSPO’s formal of the loan to ensure that the complainant mortgage holder to a tracker interest rate.”
investigation, adjudication or legal services continued to benefit from the correct Summaries of the 16 complaints
process. Under the Financial Services tracker interest rate for the remainder of the contained in the Ombudsman’s Digest
and Pensions Ombudsman Act 2017, the mortgage. of Legally Binding Decisions - Tracker
FSPO was given the power to publish legally Mortgage Interest Rates can be found at
binding decisions in relation to complaints • Of the complaints partially upheld, in one https://www.fspo.ie/decisions/documents/
concerning financial services providers and, instance, the FSPO found that the bank Ombudsmans_Digest_of_Decisions_Vol3.
in late February, the Ombudsman’s Digest of had delayed in offering the complainant a pdf with links also provided to the full text of
Legally Binding Decisions - Tracker Mortgage tracker portability mortgage and directed the legally binding decisions. The purpose
Interest Rates was issued, summarising that €3,000 be paid in compensation. In two of publishing these decisions is to enhance
16 decisions relating to tracker mortgage complaints, it was found that although the the transparency and understanding of
complaints. complainants were not entitled to a tracker the FSPO’s services and also to provide
The eight decisions that were fully, interest rate on their mortgages, the quality assistance to both consumers and financial
substantially or partially upheld in 2019 of the information provided to them was services providers in avoiding and resolving
include the following: inadequate and the bank was directed to pay disputes, as they can see the kind of issues
€2,500 in compensation in one complaint that can arise and the way in which they
• In three of the complaints, the banks had and €3,000 in another. In the fourth are addressed by the FSPO. Mr Deering
restored the correct tracker rate from the complaint that was partially upheld, the has commented that he hopes that the
correct date but the complainants remained complainants were not entitled to a tracker publication of these decisions “will be of
unhappy with the level of compensation interest rate on their mortgage but the assistance to consumers, their advocates
offered by the bank. The Ombudsman bank was directed to review and change its and financial services providers in resolving
found that the compensation offered was practice in relation to maintaining consumer remaining tracker interest rate complaints”.
12 www.thecai.ie April 2020MONEY / Energy customers
Protections For
Energy Customers
The Commission for Regulation of Utilities (CRU) has introduced pro-
tection measures and issued advice for those who may experience
difficulty in paying their gas or electricity bill in coming weeks due to
recent measures aimed at curbing the spread of Covid-19.
Firstly, the CRU urges all customers at this time and there is no facility protection and reassurance during the
to continue to top up and pay bills as to top up gas meters online or over current challenging period, the CRU has
normal to the best of their ability in order the phone. As a result, the CRU has issued a moratorium on disconnections
to avoid building up debt and incurring increased emergency credit levels for all of domestic customers for non-payment
future financial difficulties. Those who gas prepayment customers from €10 to of bills that was recently extended
are experiencing problems with payment €100. This measure is intended to enable to April 19th. The CRU highlights its
for any reason should contact their customers to stay connected for a period commitment to working with consumers
energy supplier as soon as possible even if they cannot continue to buy credit and industry stakeholders to ensure
and seek to come to an agreement in regularly as normal. However, customers the uninterrupted supply of electricity,
relation to a payment plan. The CRU has are reminded that this sum will need to gas and water during the current public
structures in place to help customers be paid back at a later date to ensure health crisis.
get back on track and requires energy continuity of supply. Please see the infographic
suppliers to have staff who are trained in PAYG electricity customers are below issued by the CRU to inform
dealing with each case sympathetically. reminded that they can buy credit for energy customers of the new protection
For domestic customers in arrears, their meter in their local shop or post measures in place and to offer
suppliers must facilitate practical office or alternatively online or over the assistance if they are experiencing
repayment plans that take into account phone. If the credit on their meter runs financial difficulties at this time.
the customer’s circumstances and that low, they will be offered €10 emergency Included is a useful list of contact
are reasonable and affordable. credit, which will then be deducted numbers for energy suppliers operating
For Pay As You Go (PAYG) gas automatically from their next top-up in the Irish market along with details
customers who would normally top up amount. The CRU urges customers to of how to update emergency credit on
their gas credit for their meter in their only make use of emergency credit in a gas prepayment meter and contact
local shop or post office, the CRU has emergency situations as this credit will information for the CRU’s customer
introduced a new measure in recognition need to be repaid at a later date. care team where consumers can log
of the fact that these customers may not To further help gas and a complaint in relation to an energy
be able to visit a retail outlet regularly electricity customers and provide supplier or network operator.
13 www.thecai.ie April 2020You can also read
