2007
Consumer Direct Wales, the government-backed telephone and online consumer advice service, is celebrating its third anniversary.
7 September 2007
Since its launch in September 2004, Consumer Direct has helped almost 300,000 consumers in Wales providing them with information about their consumer rights and advice on how to gain redress when things go wrong.
A recent survey showed that of those who successfully resolved their issue after contacting Consumer Direct, over half saved more than £100 through refunds, repairs and replacements, with nine per cent saving over £1000. Since launch, Consumer Direct has helped Welsh consumers save an estimated £11.5 million.
Consumer Direct Wales is based in Cardiff and was the first of 11 advice centres to open in the UK. The national service is managed by the Office of Fair Trading and delivered in partnership with local authority Trading Standards Services Cardiff City Council runs the Welsh service on behalf of the OFT.
Consumer Direct advisors offer first tier advice to callers giving them the knowledge, tools and confidence to deal with the problem themselves. This enables Trading Standards staff to focus their skills and resources where they can add most value: providing face-to-face help, dealing with complex cases and clamping down on rogue traders.
In 2006 Consumer Direct Wales received more complaints about second hand cars than for any other goods or services; complaints about home maintenance and improvements came second, while complaints about telecommunications took the number three slot.
Craig Woolcock, Contact Centre Manager for Consumer Direct Wales, said:
'This has been another successful year for all those involved with Consumer Direct. I’d like to acknowledge the continued support of our local authority partners and key stakeholders in supporting the service. As a result we are able to provide clear, practical consumer advice to thousands of Welsh consumers on a range of consumer concerns.'
Dave Holland, Head of Trading Standards, Cardiff, said:
'By providing high quality advice and information, Consumer Direct Wales empowers and educates consumers in Wales to deal effectively with traders and businesses, and encourages traders and businesses to deal fairly and responsibly with Welsh consumers; this can only benefit the Welsh economy as a whole.'
Anyone in need of clear, practical consumer advice can contact Consumer Direct Wales on 08454 04 05 06. A Welsh speaking Consumer Direct service is available on 08454 04 05 05.
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Top Ten Complaints in Wales in 2006
| Category | No of cases | % of cases |
| Second Hand Cars | 4510 | 7.4 |
| Home Maintenance & Improvements | 4126 | 6.8 |
| Telecommunications | 3638 | 6.0 |
| Furniture | 3328 | 5.4 |
| Audio-visual | 2669 | 4.4 |
| Large Domestic Appliances | 2167 | 3.5 |
| Other Personal Goods and Services | 1860 | 3.0 |
| Personal Computers, Accessories, Software & Services | 1683 | 2.8 |
| Clothing & Clothing Fabric | 1648 | 2.7 |
| Car Repairs and Servicing | 1635 | 2.6 |
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NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with local authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
MEDIA enquiries:
Jody Keogh 029 2087 1088 or email JKeogh@cardiff.gov.uk
