Conclusion

Abstract

The structure of legal rules — the law in the books — shapes the way in which consumer agencies operate. The nature of legislation determines in part how consumer agencies become aware of breaches of consumer law and how they respond to those breaches. The major conclusion of the present study, however, is the importance of other factors. The prominent role which consumers play in the operation of consumer agencies is one. Consumer agencies are not endowed with massive manpower and resources and it is impossible for them to detect every violation of consumer law, especially the less serious. They rely on the public to bring to their attention instances of wrongdoing so that they can take remedial action, including the initiation of criminal proceedings. The extent to which consumers involve consumer agencies in their problems varies with whether they realise that they have a problem; whether they know about their legal rights or about the existence of consumer agencies; and whether they have the motivation and confidence to pursue a grievance. Government fostering of Consumer Advice Centres is designed to enlighten a broader spectrum of the public about their legal rights as consumers, and to provide access to a source of assistance for complainants who are unable to obtain satisfaction on their own.