President's comments from Mar - April 2007 Newsletter

Thank you to all who have donated their time and energy to CAWA over the last months and welcome to our new members.

With the ongoing “boom” in WA, consumers are finding it increasingly difficult to get good service and in our increasingly frantic lifestyles, where time can be easily converted to cash and free time is precious, extra minutes waiting for buses, at checkouts, on hold on the phone, in hospital emergency departments etc add up to an expensive and frustrating loss to consumers. As we demand and expect efficient and professional service, we are hearing about low teacher and police numbers. Other public sector areas are struggling to recruit suitable staff. So while many are enjoying the effects of the “boom”, profits do not seem to be filtering into increased wages in the service industries we rely on. Patrons of the hospitality industry are noticing decreasing standards and if you’ve tried to find a tradesperson recently, you’ve probably had a little angst along the way.

With our submission in the last couple of weeks to the Painters Registration Act Review, we have completed our input to this round of building oriented submissions and look forward to watching the progression of that legislation while we concentrate on other issues.

Several of our members have been appointed to DOCEP’s Holiday Accommodation Managers Dispute Resolution Panel and they are undergoing induction.

There is currently a problem for patrons walking from the gate of the Pinnaroo Valley Memorial Park to the Crematorium. Pedestrians have no option but to walk on the road for a distance of 50-70 metres. We have written to the Metropolitan Cemeteries Board and obtained an undertaking from them to consider the provision of a footpath in the Board’s budget for 2007-08.

The Retirement Villages Act Review Discussion Paper is still not available and I for one am looking forward to some changes in favour of elderly consumers. The current “Lease for Life” system leaves a lot to be desired with its bonds (currently up to $500,000), sliding scales for refunds, maintenance fees, differing levels of care and ongoing support. Working out “the bottom line” requires a level of understanding beyond that of many consumers, let alone the targeted market. A lack of availability of suitable places and the requirement to visit and be interviewed at each prospective place, before being put on the waiting list and with no guarantee of availability is very trying. Prospective residents are also required to disclose personal and financial details when completing application forms. It is ridiculous that this information is requested prior to a place being offered.

CAWA have been invited to meet the Minister for Consumer Protection, Sheila McHale, and we are looking forward to the event, when we can perhaps bring her attention to some of our major concerns.

We didn’t nominate for the Consumer Protection Awards this year. Too busy. Look out for us at the next awards though.

As the academic year progresses, the new Centre for Advanced Consumer Research should soon be able to demonstrate some performance and I look forward to providing an update in the near future.

The Consumer Advocacy Centre is still not a functioning entity, but soon, soon….

Christmas Trading Hours for 2007 are under consideration. Comments welcome.

A new system of licensing of Motor Vehicle Repairers was launched by DOCEP on the 19th March which should afford a higher level of protection to consumers.

We have been invited by DOCEP to join with them (and others) in a submission to the Australian Productivity Commission’s Consumer Policy Review. We are considering whether we have the resources to also make our own submission. Information on the Review can be obtained by going to www.pc.gov.au and looking at current projects.

The Associations Incorporations Act is also undergoing a review with submissions closing on the 30th April. If you have a view on the need to change the regulation of not-for-profit organisations, more information is available from www.docep.wa.gov.au/agb . DOCEP are also updating their associations database and would like to hear from members of both active and defunct associations to determine if they are still active. Go to www.docep.wa.gov.au/associations/cleanup/ for a list of associations DOCEP believe to be inactive. This site includes a reply paid form.

Carpet Advertising
We would like to see more consistency in measurements used in carpet advertising. Carpet is sold by the linear metre, but because the width of the product may differ this doesn’t give consumers a clear indication of the area quoted. We feel all floor coverings, including carpet, vinyl, tiles and the plethora of wood products currently available, should be priced in square metres.

Transperth
I have received several reports of problems with buses. Complaints range from services running early/late or not stopping for hailing passengers to services which don’t correspond with the timetables proposed by Transperth’s online journey planner. We are theoretically encouraged to use public transport and you know this isn’t the first time I’ve mentioned it, but current standards do not inspire confidence. “The bus was late” still won’t cut it with some employers but is fast becoming a legitimate excuse.

Australia Post
We are still hearing of problems with Australia Post and particularly when coupled with online shopping. TV ads tell us that AP will deliver to your door, which we think irresponsible, particularly for valuable items when no one is home. If an item is stolen from your door step and the parcel wasn’t registered or tracked, it is unlikely that a consumer could prove it was ever posted. The consumer can’t know who is responsible for the non arrival of purchases, the seller or AP. We suggest all items bought online should be sent by registered post with this additional expense taken into account when determining the final cost of goods. A bargain is not a bargain if it never arrives.

Whilst on online shopping, pay attention to terms and conditions for refunds, even for purchases within Australia. Although we are covered by the Trade Practices Act, obtaining a refund from Queensland can be time consuming and tricky if the retailer won’t cooperate.

Daylight Saving
As for saving daylight, I must have lost an hour setting and resetting timepieces: watch, alarm clock, mobile phone, set top recorder, wall clock, car, computer etc.
Did anyone feel shopping hours should be extended to accommodate the daylight available? Me cynical? At least my family are now eating at dinner time again, instead of at a time they felt was the middle of the night, when I decided it was cool and dark enough to leave the garden and light the stove.

Mattresses
The advertising of mattresses with names involving ‘paedic’, ‘chiro’, ‘ortho’ and so on has been brought to our attention. We can see no reason to pay any regard to a label which suggests a mattress may have some physical benefit to the user, couched in whatever terms. Because all spines differ, the only real way to assess a mattress is to use it over an extended period, if the bed retailer has no objection to you moving in for a while. Otherwise, as with other major purchases, particularly where models frequently change (or are renamed), consumers must rely on the recommendations of sales staff. Apparently some retailers accept returns of mattresses which are found to be unsuitable for purpose (a comfortable night’s sleep) but we wonder what happens to the mattress then. Can and should it be resold?

Op Shops
I’ve been doing a lot of “op shopping” and I highly recommend the therapeutic value of the experience. Op shops offer an array of quality goods, which often can’t be found elsewhere, at extremely reasonable prices. Consumers can take advantage of recycling opportunities whilst supporting worthwhile charities. I must also add that generally the service is fantastic.

Fish
Bought fresh fish recently? One leading supermarket’s labels have only a “purchased on” date, which effectively tells us nothing we didn’t know. Another has a “date packed” and a “use by” date. Sounds better but isn’t necessarily. I have one label for “Fresh WA Blue Spot Emperor Fillets (baby snapper)” with a use by of 12 March 07 and a date packed of 12 December 06. Longest lasting fish I’ve ever heard of. Clearly consumers need to know “date caught” when determining fish freshness.

Payment for meeting preparation and attendance
A general thank you goes to those agencies (including DOCEP) that having been demonstrating their respect for consumer representation for years by paying Board and Committee members for their efforts before and during meetings. Many organisations, particularly Government agencies, seek and value consumer input but have little or no arrangement in place to pay for it.

After many years of consumer representation on the Keep Australia Beautiful Council, our members still can’t be reimbursed for expenses, let alone paid sitting fees. Because sitting fees are specifically considered in the Litter Act there is apparently nothing that can be done without changing the Act.

When we are invited to contribute on behalf of consumers as members of Boards and Committees, we usually do it anyway in support of a good cause but it raises our hackles when other attendees are remunerated either directly by the board or by the organisation they are representing and the poor consumer rep has to go through the hoops of establishing employment contracts or issuing tax invoices and begging for expenses. Our time and vast experience is worth at least as much as that of any other person advocating for their cause or industry. President’s Report March 07