| I talk to many different audiences in my job - business
people, trades unions, politicians, peers. And I meet a huge diversity
of people in my constituency. The one thing we have in common is that we
are all consumers and we all want to get a fair deal. Everyone likes a
bargain - no one likes to be ripped off.
So, I am delighted to be here today to launch Consumer Direct
Scotland.
It's a major advance for all of us consumers. Because quality
consumer advice puts us in control.
Our research shows:
· 50% of consumers don't pursue complaints,
· 50% don't know where to go for advice
· Nearly 70% lack confidence in dealing with consumer issues.
Which is bad news for consumers. And it's bad news for business.
Because confident, empowered consumers stimulate competition and can
force companies to give better service, be more productive and be more
innovative.
The best companies are listening to their customers all the time -
the ones they lose and the ones they keep - because they know how hard
it is to get new ones. So, as consumers we have a lot of power. But we
need to be confident to use it. Which is where Consumer Direct comes in.
It's a £30 million service and - in Scotland - you're getting it
first. A new national helpline and online consumer advice and
information.
Consumer Direct will be the first point of call for consumers - we're
kicking off our advertising campaign today, so that everyone will know
where to go for help.
And it's a service that is bringing new jobs and skills to the area.
The contact centre for the whole of Scotland is in Shawbost on the Isle
of Lewis and we'll be linking up to them later. Western Isles Council
have done a fantastic job getting it up and running.
They've got 23 trained, professional advisors taking calls. Ready to
provide clear, practical advice to Scottish consumers on everything from
a £20 pair of jeans, a £2,000 house repair to a £20,000 car. Giving
people the knowledge, tools and confidence to be able to resolve issues
themselves.
That's what empowerment means and it feels good. We want consumers to
stop feeling like the 'little guy' and start exercising their rights.
And for the first time we'll have a national database of all
complaint information, so Trading Standards will have data at their
fingertips to clamp down on the rogues and support legitimate
businesses.
But it's not just about finding solutions when things have gone wrong
- Consumer Direct is also there to help people avoid the pitfalls when
buying goods or services.
The great thing about Consumer Direct is that it will talk to people
in the language they understand - I'm not talking about accents!
When we've got a problem - we want help sorting it out - not to be
bombarded with legal and technical jargon. Our advisors aren't robots.
They are highly skilled and they talk sense. They'll provide an honest,
impartial assessment of a consumer's situation. And they'll recommend a
clear course of action.
Of course, every one's enquiry will be unique to them. So Consumer
Direct won't try to be the same for everyone. It's a gateway to further
support if that's what's needed. Working in partnership with Trading
Standards and local Consumer Support Networks, the service provides
total support.
And it allows local services to concentrate on what they do best and
on the people that need their expertise the most. They'll take on the
more complex cases referred to them by Consumer Direct. To provide
face-to-face advice, or intervene on behalf of consumers if that's
what's needed. And they'll continue to do great work reaching out into
the community through consumer and business education initiatives.
Consumers are at the heart of a thriving economy - Consumer Direct
raises the profile of consumer advice - putting it on the map.
Following the launch here in Scotland we'll be launching Consumer
Direct contact centres in Wales and across the English regions.
I'm delighted that the service is up and running - and want to repeat
a great vote of thanks to Western Isles Council and Trading Standards
who have helped us get here today.
Over the coming years - I'm sure many millions of consumers will be
very grateful to them too.
|
