Consumers are more aware of their legal rights if the annual report from the Office of the Director of Consumer Affairs is any indication. Last year, more than 22,000 individuals rang Ms Carmel Foley's office - an increase of more than 29 per cent on the previous year.

Many queries involved consumers' rights about buying goods and services. The top three increases last year compared to 1998 related to inquiries on car parts (325.5 per cent), mail order (255 per cent), and home repair (196.9 per cent).

The spokesman said: "Quite a high percentage of commerce is done through mail order and we would investigate false or misleading indications in this area."

When consumers called the director's office regarding the Sale of Goods and Supply of Services Act, they were sent information on their rights and details on the inexpensive small claims court procedure, he said.

The increase in queries may not reflect any specific trend but a greater accuracy in each area following computerisation of the system last year, said the spokesman.

Some of these queries lead to investigations by the director's office. As the accompanying chart shows, the number of investigations increased by 33.9 per cent last year compared to 1998 but the number of convictions declined by 93 per cent.

"Prosecutions fluctuate by number each year and 1999 was admittedly a very low year," he said.

Two weeks ago, the Consumers' Association of Ireland (CAI) said the director's number of prosecutions was inadequate.

Ms Foley said prosecutions are not the only yardstick of effectiveness. "Our priority is to achieve compliance by the most cost effective means possible and that varies from case to case."

In most cases, the initial approach comes as a warning from one of the department's 12 inspectors or a representative from the director's office. If several warnings are ignored, a prosecution is considered.

"On the other hand, when legal action is appropriate from the beginning, I won't hesitate to take court action," she said.