Customer Service

Unit 2: Prepare to deliver excellent customer service

Session 5: Key customer service legislation

Providing customer service within the rules

There is a wealth of legislation and customer-related rules and regulations which all
organisations must comply with, regardless of whether their customer service is poor,
average or great. Some legislation is there especially to help consumers buying goods or
services, other legislation applies regardless of sector. Your organisations (and
therefore your own) ability to provide good customer service may be affected by this
legislation.

Before you learn more its important to know the difference between legislation and
regulations. Legislation contains laws passed by the government, usually in the form of
Acts, which must legally be followed. To ensure this is the case, regulators (who are
usually government bodies) will examine the laws that have been passed and work out
what needs to be enforced so that organisations are operating in accordance with the
law. This process results in the creation of regulations which specify the legal
requirements that an organisation must follow.

Legislation which affects customer service roles

The main laws that determine the things you must do and not do in your job cover areas
such as:

Equality
We looked at the Equality Act 2010 in Unit One, but lets look at it in relation
to customers. How does equality affect customer service?

As you know, the Equality Act names nine protected characteristics which help to
strengthen the rights of customers to be treated fairly and not be discriminated
against. Lets remind ourselves of these characteristics:

Age
Disability
Gender identity and reassignment
Marriage and civil partnerships
Pregnancy and maternity
Race
Religion or belief
Sex
Sexual orientation.
The Act applies to employees at work and to service users using all types of retailer,
charity or public services. It doesnt matter if the customer has paid for a product or
service from you/your organisation or if it has been provided free of charge you
 shouldnt discriminate against them. If a customer feels discriminated against, the
repercussions can result in disciplinary action for the employee and even court
action for the employer.

Data protection
The Data Protection Act 1998 requires all organisations that process data on
individuals to be listed in the register of data controllers, which is held by the
Information Commissioners Office (ICO).

In the Act, data refers to information recorded or processed by computer and

information that is part of a relevant filing system or forms part of an accessible
record (like health records).

Individuals (that is, customers) have rights under the Act.These rights are:

To access data held about them

To prevent processing which would cause distress or damage
To prevent direct marketing usage
Automated decision making, such as credit checks
Right to address inaccurate information
Rights to compensation if the Act is contravened.
There are exemptions under the Act. These relate to data concerned with:

National security
Crime detection
Domestic use only.

Freedom of information
The Act enables the general public to request information from public bodies. The
information request can be for all the information the body holds on any given
subject.

The definition of public bodies includes government departments, local authorities,

public health trusts, hospitals and doctors surgeries, schools, colleges, universities,
the police and non-departmental bodies.

Information must be supplied to the person who requested it within 20 working days.

Some public bodies may employ or designate responsibility to members of staff for
dealing with such requests. However, if you work as a customer service
representative for a public body, you can expect to be contacted on occasion in
relation to these requests. Your organisations Freedom of Information policy will set
out how to deal with such requests. For example, you may be asked to pass such
requests on to the relevant staff member.
 Consumer legislation
There is also consumer-related legislation. Again, you touched on this earlier in this
Unit but only scratched the surface! Here is a recap of what you covered in Session 3

Sale of Goods Act 1979 (as amended)

The Act gives consumers statutory rights, including the right to expect that goods must be of
satisfactory quality and fit for purpose.
Supply of Goods and Services Act 1982
The Act requires traders to use reasonable care and skill when supplying goods and
services. Any materials or goods provided must be of satisfactory quality, fit for purpose and
as described.
Unsolicited Goods and Services Act 1971
The Act prohibits the sending of unsolicited goods and then demanding money for them.

Consumer Protection from Unfair Trading Regulations

2008
As you have already learned, regulations are used to enforce the laws outlined in
legislation and provide protection to consumers from unfair, misleading or aggressive
selling practices. Perhaps the most important consumer legislation is the Consumer
Protection from Unfair Trading Regulations 2008. This includes a blacklist of 31
practices that are unfair whatever the circumstances. Tap the links below for more
information.

Misleading actions
Examples of misleading actions include:

Providing misleading information about the features, availability or origin of a

product.
Marketing a product so that it causes confusion between it and a competitors
product
Agreeing to comply with a code of practice that specifies a firm commitment (for
example to recycle) but then breaching that commitment.
 Misleading omissions
Examples of misleading omissions include:

Leaving out or hiding information

Providing the information in an unclear or ambiguous manner
Failing to make clear that the intent of the trader is a commercial one.

Misleading actions
Examples of aggressive practices include any practices which impair the consumers
freedom to choose by harassing, coercing or unduly influencing them.

Other examples of regulations

Tap the links below to learn more about some other consumer regulations.

Payment Services Regulations 2009

The Payment Services Regulations protect people from card fraud, for example if their credit
or debit card is stolen or theyre the victim of a scam.
The Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013
The Consumer Contracts Regulations replaced the old Distance Selling Regulations and
relate to items bought online, at a distance or away from an organisations premises.

In summary
Of course, as a customer service professional it is highly unlikely that you will
knowingly commit an offence under these regulations. However, if youre new to the
profession and are still undergoing training, then you may not necessarily know the
boundaries of what you can and cannot do by law. Ask your line manager if youre
unsure about these regulations and how they apply to you and your organisation.

On the web
As you work through this session you may find the following websites useful for further
research:

www.hse.gov.uk
www.ico.gov.uk
www.which.co.uk
Health, safety and security
 Pages:

Health and safety risks and hazards in customer service

The Health and Safety at Work Act 1974 is the main piece of legislation under which
nearly all the other health and safety regulations are made. In Unit 1, Session 2 you
looked briefly at health and safety duties for employers and employees. But did you
know that health and safety law applies in relation to customer service as well? It
applies in the following ways:

Customers and visitors to premises

Organisations must ensure that all visitors to their premises including customers
and suppliers are aware of potential workplace hazards.

How does this work in practice? The organisation will need to warn customers and
other visitors to their premises of any danger or potential hazards. This could include:

Putting out wet floor signs after a spillage or clean

Informing customers of evacuation procedures in the case of an emergency
Warning visitors to wear protective clothing and headwear (for example on construction
sites).
If you do not comply with health and safety legislation, and the result is injury to a
visitor or customer, then your organisations reputation could suffer.

The Health and Safety Executive, which is the independent regulator in this field, takes
breaches of health and safety legislation very seriously. It may publish an organisations
name and the culprits responsible for the breach if necessary. This may result in
negative press coverage for the organisation.

Your health and safety responsibilities

 In addition to generic legislation such as the Health and Safety at Work Act 1974,
there may be specific legislation that covers your job role. Health and safety legislation
will differ according to the products or services that the organisation offers.

Of course, it is of paramount importance for an employee to ensure the health and

safety of themselves and to take reasonable care not to put their fellow colleagues or
customers at risk.

Under health and safety legislation, employees duties will usually consist of:

Familiarising themselves with fire and evacuation notices in case of fire

Knowing the first aider who is on duty at the time, in case a customer falls ill and needs
first aid
Knowing where fire exits are
Complying with the organisations health and safety guidance that relates to employees
Co-operating with their employer and ensuring they get proper training in health and
safety matters where necessary.
This last point is important. Most organisations will provide guidance on how to
properly and safely use any equipment they provide to employees (for example work
tools, monitors and computers). The onus is on the employee to ensure they adopt any
recommendations laid out in this guidance.

Lone workers

Many customer service situations will mean working alone, for example when serving a
customer, when left in charge while a manager runs errands or when delivering goods
to a customers address.

Other examples where there may be lone workers include:

Sales representatives
 Bus drivers
Nurses, midwives and police officers
Taxi drivers
Shop workers
Engineers (such as gas fitters, plumbers and electricians)
Customer service staff
Window cleaners, domestic cleaners
Council housing staff.

Whats the potential danger for lone workers?

The very nature of some of the roles mentioned above means that workers will, at some
point, spend time working alone. These workers may be susceptible to violence or
attack from service users or customers. Possible risks for lone workers include:

Starting work very early or finishing very late, when there are fewer people around
Carrying money
Customer, service user or client behaviour that is increasingly aggressive or highly
emotional.
Travelling alone on business
If a lone worker has experienced an altercation with a customer, they may suffer from
stress, anxiety, or become withdrawn. In the worst case, they may feel unable to attend
work or hand in their notice.

Measures to minimise risks

There are a number of measures that organisations and their employees can use to
minimise risks to lone workers. Tap the links below to learn more.

Consultation and communication

Organisations can consult and regularly communicate with workers to decide
how to solve problems relating to lone working situations. Employees worried
about lone working may find that by approaching their employer they can work
together on a solution thats best for all.
Keep in touch
The use of mobile phones, email and telephones can be extremely valuable
tools to help lone workers keep in touch with their managers and colleagues.
Provide good customer servisse
Remaining calm and patient can help to defuse a situation and may also help
to calm the individual down. You will learn more about techniques to defuse
potentially awkward or hostile situations in Unit 3.

Other health and safety responsibilities

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You may be familiar with some of these topics as they have been discussed already in
relation to employer and employee duties. However, again they relate to customer
service.

Risk assessments

It is an employers duty, under the Management of Health and Safety Regulations 1992
to complete risk assessments of the workplace on a regular basis. They must report the
findings to employees. In Unit 1 you learned about the concepts of hazard and risk. Take
a moment to remind yourself of these now Tap the link below to read definitions.

Hazard and risk

Hazards can be rated low, medium or high against criteria including:

Severity of harm how severe the hazard is in terms of the injury.

Likelihood of harm probability of the harm occurring.
Risk assessments will look at factors such as health risks, machinery, temperatures, first
aid facilities, potential hazards from chemicals or substances, emergency plans,
ventilation, sanitary facilities, lighting and desk space.

Hazardous substances
The Control of Substances Hazardous to Health Regulations 1992 provide guidance
on handling and storingsubstances such as chemicals, solvents and paints. Such
substances tend to be irritants or corrosives (for example, bleach, turpentine, white
spirit).

Training

Anyone involved in providing customer service who deals with such substances will
need proper training in handling, using and storing these substances.
Its a myth that most organisations dont work with substances that are harmful to
health. Most organisations do use harmful substances, even if at first these substances
appear to be entirely ordinary.

An example of this might be restaurant staff handling cleaning products which are
irritants. They must ensure they use and store such products in a way that does not
cause risk or harm to themselves or their customers.

Manual handling

The Manual Handling Regulations 1992 provide guidance for the safe handling of
loads. Manual handling is often associated with lifting heavy objects, but it can also
apply in person-to-person contact situations, for example, when service users in
hospitals or care homes rely on carers, doctors or nurses for physical support when
walking or standing.

Its important to assess the situation when manually handling objects (or people). Often
there are lifting or moving devices available to help, which can minimise the risk of
injury to both the person providing customer service and the customer/service user.

Examples include library staff who use trollies to move books from one place to another,
or transport providers who use ramps to enable wheelchair users and those with
walking difficulties to access the transport more easily.

Display screen equipment

Display screen equipment is classed as any machinery or equipment that has a screen.
This equipment is more commonly known as visual display units (VDUs).

Employees working with these for more than one hour a day are classed as VDU users.
When using this equipment, people are normally sitting for extended periods of time
while concentrating on the screen. This can introduce fatigue and repetitive strain
injuries.
 Employers will usually assess display screen equipment that employees use, and may
make adjustments to workstations (where the employee sits) if they think there are
potential hazards or risks.

Risks of fatigue or strains can be alleviated by taking regular rest breaks.

For example, customer service representatives such as salespeople often spend a large
portion of time either travelling to visit customers or hosting customers at their
premises. Display screen equipment regulations should be taken into account when
customers are present, especially if contact with them is frequent or over a prolonged
period of the working day.

On the web
Take a look at the following websites for more information on health and safety in the
workplace.

IOSH.co.uk
Safety and Health Practitioner
Health and Safety Executive

Your customers security

While health and safety are very important in customer service, equally important
is your customers security and their property. There are two broad areas to consider
in terms of property: The first is data and the second is physical property such as coats,
bags etc. You will learn more about data security in Unit 3 Session 1. Here we will
concentrate on customers physical property.

Its imperative that anyone who deals with customers does their utmost to protect the
security of customers and their property. Many customer service representatives deal
with customer property (for example restaurant staff or baggage handlers). Whether
you do or not is entirely dependent on your organisation and the sector/industry in
which it operates.
Sign-in procedures are important in protecting
customers security.
Protecting the customer
There are obvious times when you will need to protect the security of your customers,
for example, when they visit the premises of your organisation. Depending on what your
organisation does, it may operate sign-in procedures.

When customers visit premises, they may need to sign in, give their car registration
details or be given a visitors pass so they can easily be identified as people who are not
staff, and so that the organisation has a record of who is in the building in case there is a
need to evacuate it.

Protecting the organisation

Generally, these precautions help to protect the security of the organisation too (for
example, if there are areas clearly marked out of bounds for visitors). If youre
responsible for any of these sign-in procedures, you must ensure that customers are
signed out once they have concluded their visit.

Case study
Tap to read a case study about security!

Take a look at the following case study to see why ensuring customer security and
safety of customers physical property is very important to an organisation.

Ensuring the security of customers property

Alice works on the reception desk at a leisure centre, where customers often leave their
belongings in lockers in the changing rooms. Some customers choose to leave more
valuable goods such as mobile phones and jewellery with Alice at the reception desk,
and these goods are then placed in a safe underneath the counter, where the customers
can collect them after they have finished in the gym or the pool.

The lockers are checked at the end of every day for any faults or problems, as it is the
organisations responsibility to ensure that these are secure and fit for the purpose of
storing customers belongings. Alice is responsible for checking these lockers at the end
of every day. The items to be placed in the safe are put in clear plastic bags, and the
customers name is written on them, to ensure that customers do not take home other
peoples belongings.
Ensuring the physical security of customers
Another way that the leisure centre ensures that its customers belongings are secure is
via a card system. When customers become members of the leisure centre they are
given a card which they scan at the reception desk upon entry. It is Alices responsibility
to ensure that all customers entering the leisure centre scan their cards upon entry, and
that all non-members and visitors leave their names at reception so that they can be
given a guest card/visitor pass.

Some lockers may be faulty. When customers place their belongings in these faulty
lockers they may not lock correctly, and the belongings of the customers could be at risk
of being stolen. It is the centre's responsibility to check that lockers are secure. The
lockers must be checked every day.

The customers more valuable belongings are Alices responsibility. If she fails to lock
the safe correctly, or writes the wrong name on a bag, the belongings could be stolen or
given back to the wrong customer. If this happened, then the customers would be likely
to be very angry, and may cancel their membership and become a member at a
competitors leisure centre.
 The card system ensures that Alice knows how many people are in the building at all
times. This means that in the event of a fire, she knows exactly how many people there
should be at the designated fire assembly point, and can do a head count to ensure that
everyone is accounted for. This system also ensures that non-members cannot use the
facilities without paying at the reception desk.

In summary
There are times when protecting the security of customers and their belongings is very
important. If the security and belongings of customers are not carefully protected and
the security processes are not continually checked and reviewed, then an organisation
may encounter health and safety issues, legal problems and a loss of customers. This
could lead to an organisation going out of business.

Improving customer service

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Anyone who deals with customers will be working towards goals and targets.
Exceptional customer service representatives will strive to improve service anyway, as
part of their jobs. After all, continuous improvement is the aim of any organisation, no
matter what sector they are in.

Its important that any suggested improvements are approved by the proper authorities
and remain within the law. But how is this achieved?

The gaining of approval can be thought of as a three-step procedure.

 Identify
You must be able to identify any required improvements and explain why they need to
occur.

What was the situation that made you think about improving current practices? Was it
a result of feedback from a customer or a result of a feedback from managers or even
competitors?

You must also be able to identify the organisations procedures, policies and
practices that may have an impact on any proposed improvements to customer service.

Summary
Identify improvement needed
Identify why it needs to happen
Identify which policies, procedures and practices may be affected.

Consult
 Its always best practice to consult with colleagues, managers, heads of
department or directors about the changes you wish make. They are best placed to
provide you with feedback and constructive criticism about suggestions to service
improvements.

Consult customers
Managers may also deem it necessary to consult customersor service users about the
proposed changes, in order to gauge whether their feedback is positive or negative
towards the idea of change.

Formal or informal?
Consultations can be informal (conversations, meetings) or formal (structured
documents detailing proposed changes and their intended impacts). Third and public
sector organisations may find it necessary to operate more formal consultation
procedures in order to ensure they have feedback from a wide range of service users
and customers.

Consultations in commercial sector organisations may need to be quick meetings or

conversations with colleagues, especially if a customer is waiting on the outcome.
Whatever the decision, it must be within the law. This is especially important in terms
of consumer legislation, and legislation which impacts on that sector or industry.

Summary
Identify improvement needed
Identify why it needs to happen
Identify which policies, procedures and practices may be affected.

Agree
Its vital to agree the actions that need to be implemented in order for a service
improvement to take place. Organisational requirements will need to be met and the
best interests of the organisation and the customer at heart.

Agreements may need to be formal again, between a range of people within the
organisation, or agreements may be quick, snap decisions that can easily be
implemented without being affected by legislation limitations.
 Summary
Identify improvement needed
Identify why it needs to happen
Identify which policies, procedures and practices may be affected.

Case study
Take a look at the following case study to see how the three-step procedure for
making improvements in customer service would be applied in a working environment.

Tom works in a coffee shop on a busy high street. People often order their drinks to take
away and then sit down to wait until they are ready, Tom and the other baristas then
shout out the orders when the take-away drinks are ready, and the customers come and
collect them.

Identifying improvements
The coffee shop is very busy throughout the day and customers often have similar
orders, which can lead to the wrong people collecting the drinks once they are ready
and some customers having to wait a long time for a take-away drink that they generally
want quickly.

This leads to customer dissatisfaction, as customers are waiting a long time for their
drinks, and Tom has noticed that some of the regular customers have been complaining
about long waiting times. Tom is worried that if this continues the coffee shop may
begin to lose customers to other coffee shops on the high street.

Tom identifies that in order to improve this, the customers initials could be written on
the take-out cups when the order is taken. He has seen this being done at competitors
coffee shops and it does not impact negatively on service times. This would mean that
the customers would know which drinks were theirs and would avoid confusion over
orders, improving the service the customers receive.
Consulting colleagues
This would involve minor changes to policies and procedures, as staff would need to
mark on the initials on the take-away cup, and shout out the initials and the original
order to the waiting customers. Tom consults his colleagues, and they think that it is a
good idea, so he arranges to speak to his manager about it in an informal conversation.
Toms manager also feels that it would be a good solution to the existing problem. Toms
manager then speaks to some regular customers and they also react positively to this
idea of change.

Agreeing actions
Toms manager calls a meeting at the end of that working day, with Tom and the other
baristas present, to agree on the actions that should be taken to implement this service
improvement. The agreements lead to a quick decision that can be implemented
without impacting on any legislation, and the service improvement is put into place
over the next few working days.

From this case study you can see that Tom has effectively followed the three-step
procedure for implementing service improvements. He identified an improvement and
which policies and procedures it would affect; he consulted with his colleagues,
manager and the customers in an informal way, and they agreed the actions that would
be taken to implement this service improvement.

It is not the strongest of the species that

survives, nor the most intelligent, but the one
most responsive to change.
Charles Darwin
Legislation limiting business improvements
Back to Session
On occasion, legislation can limit business service improvements by restricting what
companies can legally do. Sometimes, a business might refrain from planning
improvements or expansion as they do not want to risk breaking the law.

Below are some examples of how certain business service improvements may be
affected by legislation.

Case study 1
Arnies Fish Restaurant is a relatively new business which is making a steady profit due
to the quality of food and service. The manager is keen to keep his customers happy,
and has recently received feedback that the restaurant itself is too cramped to properly
accommodate his customers. The manager hopes to address this by expanding his
restaurant to the 1st floor, creating more space for his diners. However certain
disability legislation such as the Equality Act 2010 requires appropriate disabled access
to all parts of the restaurant. The business is unable to afford these changes and the
manager therefore cannot expand onto the 1st floor. He must first gain enough profit to
install appropriate disability access (such as lifts) in order to comply with legislation.

Case study 2
Mark Godlin is a mobile hairdresser who wishes to gain more custom by making flyers
to advertise his services. He gets hundreds of flyers printed with the words Voted
officially the best hairdresser in London, along with his business and contact details.
Mark is however unable to distribute his flyers as he is in breach of two acts of
legislation. The Unfair Trading Regulations 2008 state that it is illegal to make
misleading claims about your business. Mark has no evidence that he is the best
hairdresser in London but only used the phrase to tempt customers.

Case study 3
An internet service provider wishes to expand its services by pairing up with an
overseas company who specialize in the same field. This would allow the company to
offer more services to its customers and provide a wider base of customer support.
However, the Data Protection Act 1998, only allows for personal information to be
transferred between certain countries. Since the overseas company is Australia (a
country which does not comply with the same data protection laws), the internet
service provider cannot legally share customer information and therefore is unable to
expand overseas.
 In summary
In this Session you have learned about the role of customer service in
organisations. You should now be able to:

Identify customer service related legislation and external regulations and how
these may affect customer service
Outline how business service improvements might be limited by legislation
Explain how the requirements of the Health and Safety at Work Act (1974) are
relevant to customer service
Explain individual health and safety responsibilities while delivering customer
service
Identify ways in which the security of customers and their property can be
protected
Describe how to gain approval to change customer service procedures or
practices that are affected by legislation.

Key customer service legislation

Back to Session
Take a look at the following learning points to see a summary of what youve covered in
this Session:

Providing customer service within the rules

Legislation which affects customer service roles
- Equality Act 2010
- Data Protection Act 1998
- Freedom of Information Act 2000
Consumer legislation
- Sale of Goods Act 1979
- Supply of Goods and Services Act 1982
- Unsolicited Goods and Services Act 1971
- Consumer Protection (Distance Selling) Regulations 2000
Health, safety and security
- Customers and visitors to premises
- Your health and safety responsibilities
- Lone workers
Other health and safety responsibilities
- Risk assessments
- Hazardous substances
- Manual handling
- Display screen equipment
Customers security
Your customers security
- Protecting the customer
- Protecting the organisation
 Improving customer service
- Identifying improvements
- Consulting colleagues
- Agreeing actions
Q1. Choose the appropriate word from the options below:

"One of the ways a customer might be made aware of an organisations offer is

via their ___________. A ___________ is usually a short statement that defines
what an organisation is, why it exists and its reason for being."

A. Mission statement
B. Charter
C. Promise

The correct answer is: A. Mission statement

Answer selected: C. Promise

Q2. Which of the following are potential consequences of a delay?

A. Customers time is wasted

B. The customer is affected financially (they have to wait longer for a refund)
C. If the customer experiencing the delay is another company, this could impact that
companys customers
D. A delay might have an emotional impact on customers (leaving them feeling
frustrated, angry and undervalued)
E. A customer may turn to a competitor
F. All of the above

The correct answer is: F. All of the above

Answer selected: F. All of the above

Q3. Is the following statement true or false?

"An external customer is anyone outside your organisation to whom you

supply products or services. This could include vendors, suppliers,
consumers, businesses and other organisations. External customers have the
potential to be very wide-ranging and diverse in their backgrounds and
characteristics."

A. True
B. False

The correct answer is: A. True

Answer selected: A. True

Q4. Why should you keep a customer updated of progress/delays during the
complaint process?

A. So that you can establish a rapport and potentially retain the customer
B. So that you can improve the organisations public image
C. So the organisation adheres to local and legal guidelines
D. All of the above

The correct answer is: D. All of the above

Answer selected: D. All of the above

Q5. Customer service may be limited by organisational goals such as:

A. Legal constraints
B. Time constraints
C. Financial constraints
D. Overpromising
E. All of above

The correct answer is: E. All of above

Answer selected: E. All of above

Q6. When customer expectations are not met, you should:

A. Deal with heightened customer expectations by lowering them

B. Apologise, explain, offer alternatives if possible
C. Do nothing having unrealistic expectations is the customers problem

The correct answer is: A. Deal with heightened customer expectations by lowering
them
Answer selected: B. Apologise, explain, offer alternatives if possible

Q7. Is the following statement true or false?

"Complaints are never a positive experience - for both a customer and an

organisation."

A. True a complaint is never a good thing for an organisation to receive or have to

deal with.
B. False if complaints are dealt with effectively they can be used to shape positive
change and raise awareness of issues which can then be improved.

The correct answer is: B. False if complaints are dealt with effectively they can be
used to shape positive change and raise awareness of issues which can then be
improved.
Answer selected: B. False if complaints are dealt with effectively they can be used
to shape positive change and raise awareness of issues which can then be
improved.

Q8. Which of the following is NOT a common reason why a customer might
complain?

A. Faulty equipment
B. Too little information provided
C. Personal circumstances
D. Poor support services
E. Human error
F. Delays in delivery

The correct answer is: C. Personal circumstances

Answer selected: C. Personal circumstances

Q9. Complete the following sentence:

"The Consumer Protection (Distance Selling) Regulations 2000 are

__________.

A. Regulations that require traders to use reasonable care and skill when supplying
goods and services, that requires any materials or goods provided to be of
satisfactory quality, fit for purpose and as described
B. Regulations that protect consumers who buy goods at a distance (via the internet,
mail-order and telephone)
C. Regulations that prohibit the sending of unsolicited goods and then demanding
money for them

The correct answer is: B. Regulations that protect consumers who buy goods at a
distance (via the internet, mail-order and telephone)
Answer selected: A. Regulations that require traders to use reasonable care and skill
when supplying goods and services, that requires any materials or goods provided to
be of satisfactory quality, fit for purpose and as described

Q10. Is the following statement true or false?

"Under health and safety legislation, employees will have duties such as:
familiarising themselves with fire and evacuation notices in case of fire,
knowing the first aider who is on duty at the time, knowing where fire exits are,
complying with the organisations health and safety guidance, co-operating
with their employer and ensuring they get proper training.

A. True
B. False

The correct answer is: A. True

Answer selected: B. False