Conciliation cervice

15.1
There is no doubt that the vast majority of sales and service calls are performed satisfactorily. Situations will arise, however, when either the consumer or the retailer feels he has been unfairly treated either by the other party or by a supplier.

15.2
Consumers with a complaint should always be encouraged to return the goods to the retailer/ service company where the retailer/service company should examine the matter speedily and sympathetically and must take decisive action if justification is established.

15.3
Disputes are usually local matters and consumers who are dissatisfied with the retailer can be referred to the local Trading Standards Office, consumer Advice Centre or Citizens' Advice Bureau. Each consumer or retailer, however, shall also have the right to apply in writing for assistance to retra, with reference if necessary to the independent retra Conciliation Panel.

15.4
The objective of the retra Conciliation Service is to provide prompt and informal conciliation where the retailer and the consumer cannot resolve their dispute.

15.5
The consumer should indicate the nature of the complaint in writing by e-mail, fax, or letter in the first instance, to retra giving full details of the complaint.

15.6
If Association staff are unable to resolve the complaint it may be referred to the Conciliation Panel.

The Panel consist of:

an independent chairperson

a Trading Standards Officer

a consumer representative

a member of the retra Council

a representative of such manufacturers' association as is appropriate.

15.7
The Panel may request the Association to obtain as much information as is necessary to assist it in its task and in the majority of cases the Panel should be able to reach its decision on the basis of the supplied documentary evidence.

15.8
The retailer and the consumer will be advised of the Panel's decision and the member of retra will honour any award or action recommended by the Panel within 15 days, provided that the consumer also fully accepts the recommendations of the Panel.

15.9
retra will prepare an annual report on the disputes referred to the Association. Copies of the report will be submitted to the retra Council and to such other bodies the Council sees fit.