Faulty goods and online shopping generate most complaints, consumer body says

Problems with faulty goods or questions about online shopping were among the most common reasons people contacted the Competition and Consumer Protection Commission (CCPC) in the first half of this year.

A report by the CCPC, published on Friday, outlined more than 19,800 people had contacted the consumer watchdog’s helpline between January and June 2021.

Issues related to faulty goods were the most common complaints received by the commission in the six-month period. Complaints about online shopping were the second most common, in particular questions about problems with deliveries and refunds.

Some 1,356 people contacted the commission to complain about online shopping issues or query their rights, an increase on 1,169 queries in the first half of 2020.

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Customers attempting to cancel contracts were the third most common reason people contacted the CCPC, often as their circumstances had changed during Covid-19.

The commission referred 2,241 people to the Small Claims Court over issues with faulty goods or services, and 774 people who had online shopping disputes.

There was a nearly two-thirds increase in customers contacting the authority with queries about electronic goods, while queries or complaints about travel, transport, or holidays fell by 71 per cent.

The most common financial queries related to mortgages, followed by questions about motor insurance. High costs and difficulties obtaining motor insurance cover were the most popular complaints or queries in that area.