Meeting and exceeding consumer protection laws to drive competitive advantage
A DSG international case study

Page 1: Introduction

DSGi is the leading European specialist retailer of consumer electronics. In the UK the Group includes the well known chains of Currys, Dixons, PC World and The Link. Group turnover this year will exceed £7 billion, one third of sales coming from stores in 14 Countries outside the UK. This reflects the Group's strategy of European expansion. In 2005 Dixons Group plc changed its name to...
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Page 2: What is consumer protection and what does it do?

A market is where buyers and sellers come together to engage in business. Sellers seek money from sales, consumers wish to buy something they want or need. The situation suits both parties, as long as they both gain from the exchange.   Buyers want to buy products at the best price possible. However, in order to stay in business, retailers must ensure that they make a profit by selling products...
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Page 3: Sale of Goods Act 1979 (amended in 1994 and 2002)

This Act gives consumers protection against faulty or unreliable goods. At the time of sale, goods must be as described, of satisfactory quality and fit for the purpose for which they were bought. If a product is faulty at the time of sale or shortly afterwards, the customer has a right to reject the product and claim a refund. After a period to try out the goods, (which may be a few days or...
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Page 4: Trade Descriptions Act 1968 and Customer Protection Act 1987

Trade Descriptions Act 1968 The Act makes it a criminal offence to apply a false trade description to goods. The Act covers descriptions given both verbally and in writing. It covers any factual statement about the physical qualities of the product, e.g. size, capacity, performance, place of manufacture and previous history. For DSGi it is vitally important to ensure that it has a procedure in...
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Page 5: Other legislation

Consumer Credit Act 1974 Many consumers make purchases on credit. This helps them to budget and spread the payments over a period of time. All of the larger and more expensive products sold by DSGi are available on credit. There is a general concern about the level of consumer debt in the UK. There is recognition that credit is a complex area, which some customers have difficulty in...
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Page 6: Conclusion

DSGi is Europe's leading specialist electrical retailing group. It operates a range of successful retail stores across Europe and is developing a growing Internet business. DSGi recognises that customers have a right to expect good prices, reliable products and excellent service. To deliver this, DSGi has developed policies and procedures, training, instructions and systems which enable its...
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