MORTGAGE PAYMENT DIFFICULTIES IN A PANDEMIC - Consumers' Association of Ireland
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www.thecai.ie
OCTOBER 2020
MORTGAGE PAYMENT DIFFICULTIES IN A PANDEMIC
Consumer Choice considers the supports available to borrowers
MONEY LIFESTYLE PRODUCT TESTS
MORTGAGE PAYMENTS FRESH VERSUS FROZEN PUSHCHAIRS
INSURANCE RIGHTS COMPLAINT RESOLUTION PORTABLE SPEAKERS
www.thecai.ie
The
Consumers'
October 2020
Association of Dear Member,
Ireland
The reality of life in Ireland is that consumer problems remain to Regulatory oversight is only as effective as its
The Council is the be an issue and a not insignificant cost to the bodies involved in enforcement and we only have to look to the numbers of
policy-making body attempting to resolve them. The numbers of complaints received consumers still awaiting refunds and vouchers for flights cancelled
of CAI. Members are and the enquiries made to helplines, call centres and regulatory and curtailed since last March to understand that all too well. When
elected from within bodies continue to climb and, primarily, because rights and you consider that many of those would have been paid for in the
the CAI's membership entitlements are being abused, delayed and denied. previous months, it is a fact that multiple thousands of consumers
at the Annual In 2019, the Competition and Consumer Protection are individually out of pocket for hundreds and thousands of euro.
General Meeting. Commission (CCPC) received 41,589 contacts and the Financial And.......from the same airlines that are bombarding them with
Services and Pensions Ombudsman Bureau received an actual offers of flights for 2021!
Council 5,275 complaints. In the fourth quarter of 2019, the Commission You have to decide if this form of mockery is acceptable.
Members for Communications Regulation (ComReg) received over 21,000 But then, to do that, you have to consider how, if there is no-one
contacts. The newest regulator in town is increasingly gathering stopping them defaulting on their legally owed debts, it is highly
Chairperson numbers too. unlikely that anyone will even consider pointing out the backward
Michael Kilcoyne The establishment of the Legal Services Regulatory culture and absence of quality corporate governance that such
Vice-Chairperson Authority (LSRA) was long-awaited by consumers and the interest actions represent.
Raymond O'Rourke
in its complaint service illustrates that very clearly. The LSRA has
Hon Secretary
just published its second report under its independent complaint
Elaine Bolger
Hon Treasurer handling regime, indicating that it dealt with 605 complaints in a
Richard Donohue six-month period between March and September of this year and
Council Members 636 in the five months prior to that and as it opened its doors to
Steen Bruun-Nielsen the public. The complaints are outside of the 1,271 calls and emails
James Wims received in the six-month period requesting information and/or
complaint forms.
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never accepted for testing – all samples was founded in 1966 to protect and promote Choice office. It may not be used for any form of
are purchased. Occasionally items may be the interests of the consumers of goods and advertising, sales promotion or publicity.
borrowed for review purposes only. services, and to enhance the quality of life for
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by our own Editorial staff. Some material status: CHY 8559. ISSN 0790-486X
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commercial advertising it is not swayed by all cancellations must be advised, by letter or Policy and Council Advisor
bias or influence and can point out advantages email only, a full 30 days in advance. Where Dermott Jewell
and flaws in goods and services that other a bank applies a €24 chargeback fee for a
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magazines may not be able to do.
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subscribe please write to:
articles or goods mentioned, and not to any
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Consumer Choice,
Managing Editor
We do not necessarily price or report on all Clodagh O'Donoghue
120/121 Baggot Street Lower,
brands or models within the class, and the
Dublin 2
exclusion of any brand or model should not be Researchers
taken as a reflection on it. Róisín Moloney Weekes
Tel (01) 659 9430
Email cai@thecai.ie Atousa Motameni
Social Media: www.thecai.ie
1 www.thecai.ie October 2020
Contents www.twitter.com/The_CAI
www.facebook.com/
ConsumersAssociationIreland
15 Mortgage Payment Breaks
and Supports in a Pandemic 17 Portable Speakers
MONEY FOOD & HEALTH PRODUCT TESTS
6 Money News 10 Fruit and Veg - Fresh 17 Portable Speakers
The latest developments in vs. Frozen vs. Tinned Consumer Choice sounds out
money matters, including Frozen and tinned fruit and 31 portable speakers to see
enhanced rights for insur- vegetables are often viewed as which ones will be music to
ance customers and how you poor relations to fresh produce your ears.
can benefit from the gov- but sometimes they can be just
ernment’s Stay and Spend as good for our health.
Scheme. 21 Pushchairs
For parents and babies on the
LIFESTYLE go, seven new pushchairs have
15 Mortgage Payment been given the green light as
Breaks and Choice Buys.
Supports in a 12 FSPO Decisions Hold
Pandemic Lessons for
Consumer Choice considers Consumers and
the options and supports Providers
available for borrowers Recent legally binding
affected by the Covid-19 decisions focus on tracker
pandemic. mortgages, incorrect reporting
affecting consumers’ credit
profiles, and protection against
financial abuse of vulnerable
persons.
21 Pushchairs
2 www.thecai.ie October 2020
News Briefs by Dermott Jewell NEWS BRIEFS
Pleased To Meter
You may have forgotten the issue but it is worth updating
Trick or Treat
The love-hate relationship between the citizen and their
you on the progress of smart meter introduction across
face mask is likely what prompted two civil and environ-
Ireland. By the end of the year, it is (or was pre-Covid) mental engineering professors to see what else it was pos-
planned to have completed the installation of 200,000 smart sible to achieve with one particular model. Thanh ‘Helen’
meters across Ireland. A further 500,000 meters will be Nguyen and Vishal Verma from the University of Illinois
replaced every year for the next four years and, by way of have determined that it is possible to extend the lifespan
of an N95 respirator mask by sanitising it in an electric
achieving that, the European Investment Bank (EIB) signed
cooker – adding that this could include a rice cooker that,
a loan facility to support the rollout of the 2.2 million smart they found, can sanitise a mask in less than an hour, mak-
meters to every home, farm and business in Ireland by that ing the single-use mask reusable. It is important to point
end of 2024 deadline. For those lucky 200k consumers, out here that, while the N95 respirator masks are consid-
from 2021, electricity supply providers will be in a position ered the platinum class of personal protective equipment,
we here at the CAI remain to be convinced that this is a
to offer them the new ‘consumer-friendly’ smart services in
smart way to go – for a great number of reasons too nu-
their packages. As this is part of an EU-wide initiative, the merous to outline here! However, the professors, using
EIB has been flagging reminders of what benefits these me- one cycle of an electric cooker, at a temperature of ap-
ters will bring, including accurate billing, which reduces the proximately 100° Celsius for 50 minutes, found that the
need for manual meter readings and estimated bills. The mask was decontaminated inside and out from four differ-
ent classes of viruses, including a coronavirus type. A final
meters also give users greater access to information on en-
noteworthy point is how this research identified potential
ergy usage and more control over energy consumption and for the electric-cooker method to be useful for healthcare
have the potential to improve customer services by allowing workers and first responders, notably those in smaller
the supplier to identify and remedy faults far more quickly clinics or hospitals where there is no availability of large-
and efficiently. Something to look forward to! scale heat sanitisation equipment.
HOW DO YOU LIKE THEM APPLES
Apple’s Independent Repair Provider Program (IRPP) has just launched in 32 European countries. For a business to be eligible for the
programme it must meet strict guidelines and have an Apple-certified technician who can perform repairs. Nevertheless, this is a big
step forward as Apple has never allowed any unauthorised businesses to purchase genuine Apple parts to repair iPhones. The IRPP
was launched in the US last year and is now, finally, currently taking applications from smartphone repair businesses in Europe and
Canada.
Interestingly, when announcing the expansion to Europe, Apple highlighted that there is no cost to join and that training is
free for new businesses. However, any business applying needs to have an Apple-certified technician who can perform repairs in order
to qualify.
Participating companies must keep Apple’s repair tools, training, service guides and diagnostics confidential and must main-
tain a commercial walk-in service in an easily accessible location. This is not a generous move by this megacorporation but rather an
early response to a change of law coming down the line. In the US, there were 20 different right-to-repair bills under consideration in
state legislatures in the US when Apple agreed to let third parties repair its devices. Now, the European Commission’s new Ecodesign
Directive, which includes a right-to-repair focus, should be enacted in March 2021. This is an important directive because it includes
measures to ensure that TVs, refrigerators and other appliances are repairable and recyclable.
October 2020
www.thecai.ie www.thecai.ie 3
October 2020
Scary Stuff
Courtesy of our Australian colleagues at Ireland – Aer Lingus and Ryanair – where
Choice magazine, I read the heartening many ‘loyal’ and ‘valued’ customers have
news that Quantas airline has, in recent been left as many as six months without
months, sent emails to customers contact and, still, without vouchers
reminding them about their right and without refunds. Fortunately for
and entitlement to a refund for their the Australian consumers, they had
cancelled or suspended flights due to an ally in the Australian Competition
Covid-19 travel restrictions. However, and Consumer Commission (ACCC),
this proved not to be all sweetness and which put pressure on Quantas to act
light and more similar in activity – or the responsibly and without further delays
lack of – toward leaving those customers (no pun intended). I gather the CCPC
without contact for months and the offer here at home has been engaging with
of credit rather than the refund to which the airlines, although somewhat less
they were entitled. This rings a familiar successfully considering the lack of
bell in terms of the approach taken action from the airlines.
by our two favourite airlines here in
Costume Considerations
There is a new website established to assist consumers in The site uses a rating system across retail, material cost,
plain understandable language and detailed information on intermediary and overhead costs etc. Most brands attained
how well different fashion brands are engaged in ensuring a rating that ranged between ‘C’, which indicates that 50% or
that their workers are paid a living wage. The site has been more of suppliers are paying a living wage to all workers, and
created by two campaigning organisations, Clean Clothes ‘E’, where the brand makes no claim and gives no evidence
and Labour Behind the Label, both of which are seeking bet- that its suppliers are paying a living wage. The site address
ter working conditions in the garment industry. Information is www.fashionchecker.org and assists in raising awareness
is provided on major shops and brands that include Primark, of many of the issues surrounding the consumer perception
Topshop, Boohoo, Hugo Boss, Gucci, Adidas and Puma. or understanding of affordability versus profit.
Was That A Knock On The Door?
In connection with Covid for which 100,000 people for the area of the
there is no known remedy and no map you are focussing upon and will
means of escape from the constant also now show you the number of
reminder of that reality, I alert you to cases trending in that area. This is
the Google Maps new feature to help now visible to you for all of the 220
all of us who are trying to make travel countries and their cities, counties
arrangements in an ever-changing and territories that Google Maps
advisory environment. By tapping covers and supports. Wishful thinking
on the top right-hand corner of the in terms of travel perhaps but,
Google Maps screen, you can select nevertheless, it is using technology
‘Covid-19 info’. This will show you a in the best manner to suit our need.
seven-day average on new cases per Stay safe and well.
October 2020
www.thecai.ie October 2020
www.thecai.ie 4
FOOD & HEALTH/News by Clodagh O’Donoghue
Food &
Health
Sweet solution for minor coughs and colds
Many people swear by a spoonful of the UK’s National Institute for Health placebo-controlled trials – only two from the
honey to soothe a cough or sore throat and Care Excellence and Public Health 14 involved comparison with a placebo – and
and, according to a recent study from the England went so far as to alter its general so this is an aspect that requires further
University of Oxford, science backs up recommendations for doctors and investigation.
the use of this traditional remedy, finding healthcare professionals, stating that honey The study’s authors point out
it is more effective than over-the-counter should be prescribed before antibiotics for that not only is honey a well-known lay
treatments or antibiotics. The new patients with mild coughs and colds. A key remedy but it is cheap, easy to access and
research looked at 14 clinical trials that had reason behind this change was to reduce has limited harms as well as being more
investigated the effectiveness of honey in unnecessary antibiotic treatments, given effective than usual care alternatives. They
treating upper respiratory tract infections, the harm generated by increasing antibiotic note that honey is a complex substance
with the Oxford study concluding that the resistance, which is a serious and growing and that some types of honey may be more
evidence gathered to date suggests that concern across the world. helpful than others. However, they also
antibiotics are ineffectual for treating these The clinical trials examined in point out that, despite the broad variety
kinds of minor coughs and colds and that the study were quite diverse, looking at a of honey types used in the clinical trials
honey delivers better relief of symptoms. range of patient groups, with most of them under review, the results were significantly
The researchers acknowledged comparing honey to ‘usual care’ strategies, consistent. This finding indicates that, while
that they were far from the first to tout from over-the-counter cough syrups to some honey may be better than others, any
honey’s powerful anti-microbial effects antihistamine treatments. The Oxford study honey that you happen to have on your shelf
and note, for example, that in 2018 noted, however, that there was a scarcity of should be somewhat beneficial.
Safer disposal of unused medicines needed
Research published by the Irish Pharmacy • 6% of unused medicines are flushed down increased.
Union (IPU) over the summer revealed that sinks and toilets Given the associated risks, the
up to one third of unused medicines in IPU is calling for the HSE to implement a
Ireland are either thrown into bins or flushed • Two out of five survey participants were not countrywide DUMP scheme through local
down the sink or toilet. Such improper aware of the dangers of improper disposal pharmacies to promote safe and appropriate
disposal creates significant risks to health disposal of medicines and easy recycling of
and the environment and, as a result, the IPU • The over-65 age group is four times more inhalers and other medicine devices. IPU
is calling for a national medicines recycling likely to return unused medicines to their Vice-President Eoghan Hanly also notes that
programme, known as a DUMP (Dispose of local pharmacy public awareness campaigns may be needed
Unused Medicines Properly) scheme, across to boost compliance given the low levels of
the country to help consumers dispose When medicines are flushed down awareness of the environmental risks.
of their unused and out-of-date medicinal the toilet or poured down the sink, they can Even without a countrywide DUMP
products safely. cause serious harm to the environment, scheme, consumers should take a few
The study was conducted by contaminating water systems and damaging moments to look through their medicine
market research company Behaviour and biodiversity. Moreover, when dumped with cabinets and separate out any out-of-date
Attitudes on behalf of the IPU and revealed a other household waste, medicine products medications or items that they no longer
number of key findings: end up in landfill where they can permeate have a use for. These can then be brought
the soil and enter our food chain and water back to your local pharmacy for safe
• 27% of unused medications are disposed supply. Crops and animals may be impacted disposal.
of in bins and antibiotic resistance in humans may be
5 www.thecai.ie October 2020
MONEY NEWS
Money News Money News by Róisín Moloney Weekes
The Consumer Insurance Contracts Act marks a
Enhanced rights for significant change in the Irish insurance industry
and should help to increase transparency and
insurance customers strengthen consumer rights in the sector.
New laws aimed at providing greater be found, is insolvent, or “for any other parties in that period.
protections for consumers and businesses reason it appears to a court to be just
buying insurance came into effect at and equitable to so order”, that person’s These measures have been
the start of September 2020. The new contractual rights against the insurer can deemed to be more onerous for insurers
provisions form part of the Consumer be transferred to a third party to whom a and so have been deferred until 2021
Insurance Contracts Act 2019, which is liability was incurred. to give companies time to update their
coming into force in two stages – with the systems and processes in order to comply
first phase commencing last month and • Insurers are subject to increased with them. Despite the delay in full
the second phase set to come into effect in claim-handling duties, including paying enactment, this legislation is very much
September 2021 to give insurers more time any sums due to consumers within a welcomed by the Consumers’ Association
to put new practices in place. reasonable time. Moreover, an insurance of Ireland as all steps to improving
Under the Act, the definition of company will now be limited in the amount consumers’ rights are required and long
‘consumer’ applies both to individuals of a claim settlement it can withhold until overdue within the insurance market.
and businesses with an annual turnover repairs have been completed and invoices
of less than €3 million. The legislation furnished to it. Competition for Mortgage
applies to any insurance contracts, both Lenders
life and non-life, that are agreed, altered or Other provisions of the 2019 Act September saw Ireland’s newest mortgage
renewed after commencement of the Act. that will not commence until next year lender enter the market, with the lowest
The changes that have already taken effect include the following: repayment interest rates cutting a dash.
include the following: This addition to the market is Leitrim-based
• The burden on the consumer of having Avant Money, owned by Spanish banking
• Insurers are no longer able to settle to volunteer information to the insurer or group Bankinter. Avant has appointed a
third-party claims without notifying the risk rejection of a claim will be removed. number of brokers to process applications,
policyholder and customers must be Instead, the consumer will have to take including the Irish Mortgage Corporation,
told the outcome of the claim, including reasonable care and answer truthfully a which reports that consumers can make
the amount that it has been settled for. series of questions asked by the insurer significant savings with Avant Money
Consumers will have to be given the but will not be obliged to supply any other products and interest rates.
opportunity to submit relevant evidence information. Thus, the insurer will need to The lowest rate being offered
relating to the claim. make sure to ask all relevant questions. by Avant Money is 1.95%, along with an
80% loan-to-value, three-year fixed rate
• A new 14-day cooling-off period has • New proportionate remedies for at 2.20% and a 2.75% current prevailing
been introduced for customers signing up misrepresentation by a consumer will variable rate over a 30-year term. This can
to certain new insurance contracts that be introduced, according to whether the be compared with the most expensive
allows for withdrawal from or cancellation misrepresentation was innocent, negligent lender on the market, which offers an 80%
of the policy. This does not affect the or fraudulent. The insurer should pay loan-to-value three-year fixed rate at 3%
cooling-off periods already in place under the claim where the misrepresentation and a 4.5% current prevailing variable
the EU Distance Marketing Regulations. is innocent but it can avoid the contract rate over a 30-year term. Over a 30-year
if the misrepresentation is found to be term, therefore, Avant Money’s offering
• Insurers can no longer reject claims fraudulent. Where the misrepresentation is significantly cheaper – by as much as
that are otherwise valid on the basis that is negligent, the insurer must do what 1.75% less. The added competition in the
the claimant does not have an ‘insurable it would have done if it had been in Irish mortgage market is to be welcomed,
interest’ in the subject matter of the possession of the full facts. particularly given that mortgage rates
contract. in Ireland remain higher than in most
• Insurers will have to provide customers eurozone countries. With the new entrant
• Third parties can now claim against with information on what they have paid in putting pressure on other lenders to
insurers in certain circumstances. For premiums over the last five years and on lower interest rates, both new buyers and
example, where a person has died, cannot any claims paid to the customer and third existing mortgage holders could benefit.
www.thecai.ie October 2020
6 www.thecai.ie
Stay and Spend Scheme – How it works
Announced in September 2020 and running scheme and consumers will need to look through the Revenue Receipts Tracker mobile
from this month until April 2021, the Stay and for appropriate signage to indicate that the app or through the receipts tracker service in
Spend Scheme is a government initiative aimed business is a qualifying service provider. You Revenue’s myAccount, which will let you store
at incentivising consumers to spend money can also check that the accommodation or food your details online. You can add receipts as
in Ireland’s hard-hit tourism and hospitality and drink provider is taking part in the scheme you go along until you reach the cap of €625
businesses. The plan is to help drive sales in the by looking up Revenue’s list of qualifying service or €1,250. If a bill has been split between two
off-season months for the hospitality sector by providers at https://www.ros.ie/stay-spend-web/ or more people, then you can only claim for
offering consumers the opportunity to claim a rev/sas. the share of the bill that you actually paid and,
certain amount of tax back on accommodation, ideally, service providers should give each
food and non-alcoholic drinks. You do not Certain expenses will not qualify for customer an individual receipt. All receipts will
need to go on a staycation to benefit from the the tax-back scheme, including: need to be submitted as proof of expenditure
scheme, as money spent in your local area – for • Takeaway food before submitting your tax return. Those who
example in your neighbourhood cafés and • Alcoholic drinks pay tax through PAYE can make a claim by filling
restaurants – can also be deemed as ‘qualifying • Non-alcoholic drinks served without food out Form 12 for the 2020 period in myAccount,
expenditure’. However, you must have spent • Amounts less than €25 in a single transaction while those who are self-employed can make
at least €25 in a single transaction between 1st a claim by submitting a Form 11 for the 2020
October 2020 and 30th April 2021 to qualify and When it comes to making your claim, period in ROS. These forms will be available
the payment must be for one of the following: you will need receipts for all your qualifying from 1st January 2021 and further details on
expenditure and the amount of qualifying uploading receipts and submitting a claim can
• Accommodation that is registered with Fáilte expenses is capped at €625 per person or be found at revenue.ie. The Stay and Spend tax
Ireland, including hotels, guesthouses, B&Bs, €1,250 for a jointly assessed married couple. credit has the effect of reducing your income
self-catering, caravan and camping parks, and The Stay and Spend tax relief is provided at tax liability – or the amount of income tax you
holiday camps the standard tax rate of 20%, with a maximum are required to pay – and the credit is deducted
refund of €125 per person or €250 for a jointly after all other allowances or reliefs have been
• Food and non-alcoholic drinks, served in a café, assessed married couple. Applying for the applied. If the tax credit totals more than your
restaurant, hotel or pub Stay and Spend tax credit is a two-part process, income tax liability, then any excess credit can
as you will first need to submit your receipts be deducted from the USC you have to pay for
In addition, the business must have and you will then have to make an electronic that year.
registered with Revenue to participate in the claim. Receipts can be submitted either
Electricity Price Changes
Consumers are facing a winter of increased PSO levy is now €88.80 for each consumer for
electricity costs with Electric Ireland due to the period 2020/21. This amounts to a very
reverse its decrease of just six months ago. substantial 130% increase from the 2019/20
The increase is coming into effect from this period, when the charge was set at €38.68 per
month and will see the average residential consumer per annum.
electricity bill going up by 3.4%, which Unfortunately for customers of
amounts to an average rise of €2.88 a month Prepay Power, it too has announced a price
or around €35 a year inclusive of VAT. Last increase for its electricity. An increase of 2.9%
April, Electric Ireland implemented a decrease is taking effect from early this month, totalling
in electricity prices of 2.5%. This month’s an average cost increase of €33 per consumer
increase will match that decrease and raise it per year. Similar to Electric Ireland, Prepay
a further 0.9%. This will be more significant Power had announced a decrease in price last
given the time of year with increased April of 2.5% and this decrease again will be
electricity use over the winter months. met and raised by a further 0.4%.
To further increase consumer Both companies have pointed
electricity costs, it has recently been to increases in operator costs impacting
announced that the PSO (Public Service electricity suppliers as the basis for their
Obligation) Levy is to also rise. If you are increases. However, it is most unfortunate
not familiar with the PSO levy, it was first timing for Irish consumers who are in so many
introduced in 2010 as a charge on all domestic ways affected by the Covid-19 pandemic at
electricity bills, with the main purpose of this time.
supporting the renewable energy sector. The
October
October2020
2020
7 www.thecai.ie
www.thecai.ie
Product/Tech News
Support needed for digital inclusion of older people
The Covid-19 pandemic has intensified reliance on digital is prioritising the digitisation of “the main existing citizen
communications as a means of communicating with family, and business transactional services across Public Services”.
health professionals and essential services and this, alongside However, not everyone has equal digital access and, in particular,
an increased focus on digital delivery of government services, some older people are being left behind. In order to bridge
has served to highlight the digital divide, particularly among older the digital divide, Age Action has called on the government to
people. According to Paddy Connolly, CEO of Age Action, digital include in Budget 2021 provision for a digital allowance as well
exclusion is a reality for around a third of people over 65 years, as investing in one-to-one digital literacy training that meets the
primarily due to a lack of digital skills and a perceived prohibitive needs of older people.
cost. In addition, to assist with higher communication costs
Under a ‘digital first’ approach, government services are amid the ongoing pandemic and growing reliance on telehealth
actively pushing for transactions to be digital, with consumers measures and public health advice, Age Action is urging the
encouraged to file tax returns and renew driving licences and government to increase the Telephone Support Allowance from
passports online. Moreover, the Public Service ICT Strategy €2.50 a week to €5 a week and to broaden the eligibility criteria.
Double-duty dual-screen smartphone
After exiting the smartphone market some years ago, Microsoft is making a comeback with
a device aimed at multitaskers, offering them two screens for the price of one. Double-
screen smartphones have been emerging on the market in recent times, and the Microsoft
Surface Duo is joining this new category, opting for a hinged mechanism rather than a
folding structure that caused so many teething problems for Samsung when its Galaxy
Fold with its bendable screen first appeared. The Surface Duo comprises of two 5.6-inch
screens that, when open, add up to a substantial 8.1-inch display measured diagonally – the
dimensions of a decent-sized tablet.
The clamshell design means that the screens are protected when closed, while
the full 360° range of motion gives you the options of opening it partway like a book, to 180°
or flat like a tablet, or folded right back on itself with each screen facing outwards. You can
choose to use the twin screens either in landscape or portrait modes and to display two
apps side by side – useful if you want to communicate with friends while watching a video,
look at a presentation while on a video call, or compare two products when doing a spot of
online shopping. Alternatively, you can stretch one app over both screens to increase your
display area for viewing photos or films or surfing the web and those in need of laptop-style
functionality can type on a keyboard on the bottom of the screen. There are certainly plenty
of uses envisaged for the new device that take it beyond the limits of regular smartphones but whether these additional capabilities will
be of practical use and worth the very hefty price tag will be up to the individual consumer.
The dual screens’ combined resolution is 2,700 x 1,800 pixels and the Surface Duo comes with an 11MP camera and 128GB
and 256GB storage options. Microsoft has abandoned its Mobile Windows platform and instead gone with the ubiquitous Android 10
operating system. Launched in September in the US initially with a starting price of $1,399 (€1,186), the Surface Duo will no doubt make its
way over this side of the Atlantic in due course.
The products featured on these pages have not been tested by the Consumers’
Product News by Clodagh O'Donoghue
Association of Ireland and their inclusion here is not, in any way, an endorsement of them.
8 www.thecai.ie October 2020
Face mask innovations
Once a relatively unfamiliar sight on our what is not clear is if the PuriCare mask can compartment positioned at the back. There
streets, face masks look set to remain a effectively block Covid-19 infection or can are several versions, starting with the basic
feature of our lives for the foreseeable successfully filter the wearer’s exhalations mask – the Jabbermask Lite – which is able
future and there have been some if they have Covid-19 so that they don’t to display the moving mouth and a smile
innovative developments recently. South infect others. There is also no word on how activated by making a pop sound with
Korean electronics manufacturer LG has heavy this mask is to wear and if you can your lips. At the top end of the scale is the
adapted its home air purifying technology speak through it. Certification and testing JabberMask Pro, which adds emoji support
into a battery-powered air purifying face have yet to be completed ahead of a fourth- operated through an Android or iOS app
mask. The PuriCare Wearable Air Purifier quarter 2020 launch, so we will know more and a control fob. Prices start at around
attaches to the face via straps behind when this happens. €25 for the most basic version, rising to €50
the ears like a regular face mask but it Taking a very different approach, for the top-of-the-range model and these
incorporates an 820mAh battery to run the JabberMask offers a fun solution to a masks are set to start shipping to anywhere
an active air filtration and purification key drawback of mask-wearing – the fact in the world next year.
system for up to eight hours on low mode, that it reduces human connections made
reducing to two hours on high mode. The through facial expression and eliminates all
user breathes in and out through two the friendly little smiles that help brighten
replaceable HEPA filters, with fans to help our day. To combat the communication
pull fresh air in from the outside. The barriers inherent in the Covid-19 world, the
multi-speed fans use a respiratory sensor JabberMask is packed with LEDs that can
to control the rate at which they operate, move like a mouth in time with the wearer’s
speeding up to help you as you inhale and speech and can smile or display emojis,
slowing down to make it easier to exhale. such as a love heart or simple words like ‘no’
A UV-LED sterilising case is supplied or ‘ok’ on demand. Undoubtedly novel, the
that will charge the mask while killing JabberMask also functions like a traditional
off harmful germs. According to LG, the cotton mask, blocking the transmission of
device is ergonomically designed based on droplets, and the fabric can be removed
extensive facial shape analysis to minimise from the electronic components for regular
leakage around the nose and mouth and washing. To keep the mask lightweight
all components, including the straps, are and comfortable to wear, the straps go all
replaceable and recyclable. However, the way around your head, with the battery
Drone delivery pilot in Galway
In our June 2020 issue of Consumer Choice, we mentioned how Irish drone company Manna was testing out a delivery model in
Moneygall, Co. Offaly and now British retailer Tesco is set to launch a trial using Manna drones to get groceries to its customers in
Oranmore, Co. Galway. In the wake of the national lockdown, Manna began testing drone deliveries as a way of getting prescription
medication and essential groceries to Moneygall residents, particularly those cocooning and self-isolating. The pandemic has
led to expanded pick-up and delivery services among food retailers across the globe, with several following US giant Amazon in
trialling drones. As it experiments with different ways to reach more customers, Tesco took the decision to conduct its drone pilot
in Ireland as Manna already has a license to operate here.
Starting in October, the six-month trial will see Manna drones deliver ‘small baskets’ of goods from Tesco’s Oranmore
store to the local area. Flying at 50mph (80km/h) and an altitude of 260 feet, the drones can deliver up to 9lb or 4kg of groceries
a mile away in a mere three minutes. The idea is that small items can be packed into a cargo cassette underneath the drone and
delivered to customers in the local area within 30 minutes to an hour of the order being made – ideal if you suddenly discover you
have forgotten a key ingredient for a recipe, say. If the trial is successful, Tesco will consider extending the use of drones to reach
more customers, with an eye to the small basket market, which is forecast to exceed £10 billion (€10.9 billion) in the UK over coming
years. However, some drone trials around the world have been opposed by local residents who say that the aircraft are too noisy
and intrusive, and a 2019 report by the Institution of Mechanical Engineers found that just a quarter of UK adults supported the
idea of drone deliveries due to safety and noise concerns.
9 www.thecai.ie October 2020
FOOD & HEALTH / Fruit and vegetable intake Fruit and Veg - Fresh vs. Frozen vs. Tinned Frozen and tinned fruit and vegetables are often viewed as poor relations to fresh produce but, in some cases, they can REPORT by Clodagh O'Donodghue be just as good for our health as fresh alternatives. The amount of fresh vegetables and fruit produce almost always trumps frozen or This means that they have had less time bought by consumers since the national tinned. But there are scenarios in which to develop the full range of vitamins, lockdown earlier this year has increased in the visual and textural aspects are not a minerals and natural antioxidants that line with a move towards more homemade factor – for example, frozen vegetables they should, by rights, contain. The meals and cooking from scratch, but work well incorporated into cooked dishes produce then spends varying lengths of is fresh always better than frozen or like casseroles and soups and can give time in chilled storage before arriving at tinned? We are all aware of the immense the same nutritional boost. So, as we do the supermarket and may sit for days in health benefits of sufficient fruit and our supermarket shop, what should we be your fridge, vegetable rack or fruit bowl vegetable intake as we strive to ensure tossing into our trolleys? Consumer Choice prior to usage. During all this time, the that we get our five-to-seven portions a considers the fresh versus frozen versus levels of nutrients can deteriorate. In day. But should we always be opting for tinned dilemma and when there may be contrast, frozen fruit and vegetables fresh versions, treating frozen or tinned beneficial alternatives in the freezer aisle are picked at peak ripeness and they alternatives as poor relations only to be and among the canned goods. are flash-frozen to preserve them at used in a pinch? their optimum taste and nutritional Buying fresh may be a matter Fresh versus frozen value. Frozen vegetables are generally of pride as we try to do the right thing for Greater amounts of time spent at steam-blanched before flash-freezing ourselves and our families in health terms home in recent months have, for many to keep colours bright, eliminate any and there may be an implication that, households, translated into more cooking bugs or germs and destroy enzymes that by buying the frozen or tinned version, from scratch and even more vegetable can cause deterioration. Fruits may not we are giving up nutritional value and growing for those lucky enough to have undergo blanching as this can affect their taste in favour of lower cost and greater the outdoor space. Undoubtedly, if you texture. The whole process of picking, convenience. So it helps to know that have carrot, peas, berries and other washing, blanching, cutting, freezing and sometimes frozen or tinned items can be items growing in your garden, then you packaging can happen within a few hours. just as nutritious and we don’t have to feel can pick them at optimum freshness and As a result, unless you have the luxury of slightly apologetic or slipshod for using reap all the nutrition on offer. However, being able to pick fruits and vegetables them. for most of the fruit or vegetables we buy straight from the farm or your own garden, Admittedly there are other in the local supermarket, they can have frozen produce may be equal to or, in elements that come into play beyond been harvested weeks in advance and some instances, even more nutritious nutritional value, such as visual appeal often before they are ripe to allow them than fresh varieties. Repeated studies and texture, and this is where fresh time to fully ripen during transportation. comparing supermarket produce with 10 www.thecai.ie October 2020
frozen versions have confirmed that there compared with eating them raw. If you do trips to the supermarket, there is an
is little nutritional difference between the opt for tinned fruit or vegetables, it is very increased chance of buying fruit and
two options and, in some cases, frozen important that you choose options that do vegetable items that don’t quite last the
produce can contain higher levels of not contain added sugar or salt, which will week or that we don’t get around to using.
certain vitamins or antioxidants. Frozen clearly offset any health benefits gained. Some of us may feel mounting guilt as
peas are often cited as a prime example Check the label and make sure that any we see our fresh vegetables grow limp
of where the frozen version is typically tinned fruit and vegetables you buy are in and lifeless, or mouldy and sludgy, in the
better than the fresh alternative due to their natural juices or water, rather than bottom of the crisper drawer, with the
being preserved at their peak ripeness, in syrup or water that has added salt or environmental impact of throwing away
taste and nutritional value. Moreover, sugar. fresh food weighing heavily on our minds.
from a nutritional viewpoint, you will get Buying a mix of fresh and frozen produce,
many more nutrients – including fibre, Convenience with the odd tin thrown in, can provide the
iron and calcium – from a cup of frozen Thus, we have established that there is optimum solution to getting a full range of
spinach than from a cup of fresh spinach no shame in heading to the freezer aisle vitamins, minerals and antioxidants while
leaves as the frozen version packs all the for your fruit and vegetable purchases avoiding overbuying of fresh produce to
goodness of a lot more leaves into the and even some tinned options can be limit food spoilage and associated waste.
same size portion. nutritionally useful. Indeed, to ensure And if those fresh vegetable items do
you get the best range of vitamins, start to look a little sad and woebegone,
Tinned versions choosing a mix of fresh and frozen getting into the habit of preparing a
So, if frozen vegetables and fruit can produce may be the optimum solution. leftover vegetable soup at the end of the
deliver equal or greater nutritional And the convenience of frozen and week is a great way of them using up.
benefits than fresh produce, what about tinned options cannot be questioned, as It will come as no surprise to
tinned goods that can sit indefinitely on they sit patiently waiting in the freezer savvy shoppers that frozen and tinned
your shelf? Things are not quite so simple or cupboard for weeks or months until produce is generally a fraction of the cost
or clear-cut when it comes to the canning needed – peeled, washed, prepared and of fresh versions. Our table below takes a
process. Canning fruit and vegetables ready just to be tossed into a pot or pan. quick look at typical supermarket prices
involves sealing the produce in tins and Of course, not all frozen or tinned produce for various fresh fruits and vegetables
then heating them to destroy harmful is equal and some can offer better compared with frozen and tinned
bacteria and prevent spoilage. However, substitutes for fresh versions than others. versions. Whether you choose fresh
in the process of killing off bacteria, some It is hard to beat the texture and aroma or frozen varieties, to retain maximum
nutrients, particularly heat-sensitive of a fresh raspberry or strawberry and a nutrients and ensure a crisper and
vitamins like vitamin C and B-vitamins, lump of frozen spinach cannot replace a more appetising texture, steaming and
are also destroyed. On the plus side, handful of baby spinach leaves in a salad. stir-frying are better cooking options than
heating can in fact improve absorption But frozen berries are ideal in a smoothie boiling, which can cause the nutrients to
of other nutrients, with a key example or for baking, while frozen spinach can be leech out, as well as potentially turning
being lycopene, which is an antioxidant a great trouble-free ingredient in a curry your vegetables limp and mushy.
contained in tomatoes that has benefits or stew. At the end of the day, upping our
for cardiovascular health and is better As well as offering optimum vegetable and fruit intake by any means at
absorbed by the human body after being convenience and minimum fuss, frozen all is beneficial to our health, and frozen
heated. As a result, you will get more and tinned fruit and veg can also help to versions particularly are a convenient and
lycopene from a tin of tomatoes than cut down on food waste. As we continue cost-effective alternative that might even
from raw, fresh ones. The antioxidant to try to minimise outings amid the deliver greater nutritional oomph than
levels of spinach, asparagus, kale and ongoing pandemic and focus on larger fresh options.
mushrooms are also boosted by cooking, weekly shops rather than almost-daily
TABLE: FRESH VERSUS FROZEN VERSUS TINNED PRICES
Item Fresh Frozen Tinned
Price (€) Weight Price per 100g (€) Price (€) Weight Price per 100g (€) Price (€) Weight Price per 100g (€)
Blackberries 2.99 125g 2.39 1.59 350g 0.45 1.49 290g 0.51
Strawberries 2.49 300g 0.83 1.59 350g 0.45 1.65 420g 0.39
Raspberries 2.00 150g 1.33 1.59 350g 0.45
Blueberries 2.99 125g 2.39 2.50 300g 0.83
Carrots 0.59 500g 0.12 1.26 1kg 0.13 0.39 300g 0.13
Green beans 0.99 220g 0.45 0.84 900g 0.09 0.89 400g 0.22
Spinach 0.79 90g 0.88 1.27 900g 0.14
Broccoli 1.09 350g 0.31 0.49 900g 0.05
Prices found in September 2020 online at a major supermarket retailer, using the smallest package options and own-store brands where available.
11 www.thecai.ie October 2020Lifestyle/FSPO decisions
FSPO Decisions Hold Lessons for
Consumers and Providers
Decisions recently published by the Financial Services and Pensions Ombudsman
contain lessons for consumers and providers in the areas of credit profiles, tracker
mortgages and protecting against financial abuse of vulnerable persons.
REPORT by Clodagh O'Donoghue outlined and directions given can be • Compensation of €10,000 after a lender
applied to groups of consumers in similar failed to correct a customer’s credit
circumstances who will benefit from profile, following a credit card being
The Financial Services and Pensions changes introduced by providers to remedy issued in the customer’s name without his
Ombudsman (FSPO) has recently published practices or conduct that have been knowledge or permission.
a number of legally binding decisions deemed to be of concern.
made in the first five months of this year • Compensation of €2,500 after a bank
that shed light on the powers and services Recent decisions failed to offer an explanation for declining
of the FSPO and help both consumers Between January and May 2020, a transaction on a customer’s credit card
and providers to understand the kinds the FSPO issued 199 legally binding and provided poor customer service.
of complaints that will be upheld and decisions, of which 72 were either fully,
how disputes can be avoided or resolved. substantially or partially upheld and • Compensation of €22,000 due to
The FSPO deals with a wide range of 127 were not upheld. All complaints particularly difficult circumstances
complaints from consumers, including are initially dealt with through informal suffered by a customer as a result of
small businesses and other organisations, mediation with both parties, often over significant overcharging following the
relating to insurance, banking, credit the phone, to find a resolution that is denial of a tracker mortgage interest rate.
facilities, investments and pensions. acceptable to all involved. Where this
Under the Financial Services and Pensions informal engagement fails to resolve the • Compensation of €8,000 for
Ombudsman Act 2017, short summaries of dispute, the FSPO formally investigates overcharging where a tracker interest
decisions taken by the FSPO are published the complaint and issues a decision that rate was not applied and a mortgage was
periodically in the Ombudsman’s Digest is legally binding on both parties, subject restructured.
of Legally Binding Decisions and the full only to an appeal to the High Court. This
versions can be accessed on the FSPO’s means that a provider must implement • Compensation of €1,500 for failures in
Database of Decisions at https://www. any direction made in a decision unless service and poor levels of communication
fspo.ie/decisions/. Although the decisions the decision is appealed. Some examples from a bank arising from the freezing of a
relate to specific individuals or businesses of directions made by the FSPO in the customer’s account following bankruptcy.
and their particular experiences with a first few months of this year include the
financial institution or firm, the principles following: • Compensation of €8,000 for poor
12 www.thecai.ie October 2020communication relating to a no-claims been the reporting of credit profiles the consumer’s ICB record once the
bonus and subsequent cancellation of a and the negative impacts that incorrect error had been discovered, no evidence
car insurance policy. reporting can have on both individuals was presented to support this. The
and businesses. Ombudsman held that the provider
• Compensation of €1,000 for poor The Irish Credit Bureau (ICB) had not dealt with the consumer’s
communications relating to the automatic is an electronic database that contains complaints adequately and had caused
renewal of a car insurance policy. information on the performance of him inconvenience and distress. The
credit agreements between financial provider was directed to pay €10,000 in
Tracker mortgages institutions and borrowers. Over 300 compensation and to issue a letter to the
As can be seen, the office of the FSPO lending institutions register information consumer to confirm that the reports it
continues to receive complaints in with the ICB, and every time a consumer had made to the ICB in relation to this
relation to tracker mortgages, with applies for a loan or mortgage from one matter were incorrect.
the Financial Services and Pensions of these lenders, the lender can access The FSPO has received
Ombudsman, Ger Deering, indicating at that consumer’s credit profile to find out complaints where the consumer has
the time of publication of the decisions about their performance under previous made a conscious decision to stop paying
that the FSPO was dealing with over 1,200 credit agreements with other lenders and a loan or was unable to repay a loan and,
tracker mortgage interest complaints. whether they missed payments in the in these instances, the providers were
Mr Deering notes that a number of past. Information on borrowers is held found to have made correct reports to the
his decisions in relation to tracker for five years after the credit agreement ICB or Central Credit Register. However,
mortgages, where the complaint has is ended. Separately, the Central Bank of other complaints show that incorrect
been upheld, have profound and positive Ireland has established a Central Credit reporting can occur, in some instances
implications for the complainants Register, which is a national database to without the consumer’s knowledge, and
concerned and, in some cases, similar which lenders must submit personal and this can have very serious consequences
implications for other customers of the credit information on existing loans for for the consumers involved. Mr
provider involved. Mr Deering points to €500 or more and on loan applications Deering has noted that it is particularly
estimates that almost 7,000 customers for €2,000 or more. The information concerning that some financial services
across a number of banks will benefit contained on these databases can have providers appear unwilling to accept
from the directions made in a small very serious implications for individuals when they have made mistakes and
number of tracker mortgage-related and businesses, as a negative credit either refuse or neglect to correct the
decisions. However, it must also be noted profile can result in them being refused borrower’s record. Mr Deering asks
that the FSPO also has received a large credit by a financial institution. providers to be careful in their reporting
number of complaints from consumers Consumers are entitled to and to remedy any errors quickly. It
who would like to have availed of tracker know what information about them is is also important that consumers are
mortgage interest rates but who have contained in these databases and they aware that such reporting takes place
no contractual or other entitlement to a can access their own personal record by and that they have a right to know what
tracker mortgage, and these complaints contacting the Central Credit Register information is held about them by the
will not be upheld. Consumers who or the ICB. However, Mr Deering notes ICB and the Central Credit Register. To
believe they are entitled to a tracker that the complaints received by the FSPO get a copy of your credit report from
mortgage interest rate can read through show that consumers are sometimes the ICB, you can complete an online
the anonymised case histories on the unaware of the records held about them. application at icb.ie or you can phone 01
FSPO database to see if their situation is Moreover, they may only find out about 2600 388 to request that a copy be sent
similar to those of previous complainants. their negative credit profile when they are to you. Similarly, to obtain your credit
refused credit by a financial institution report from the Central Credit Register
and that institution informs them of you can submit an online request at
the reason. Thus, if a consumer has a centralcreditregister.ie. Credit reports
credit profile that contains inaccurate or are free of charge, subject to fair usage.
incorrect indicators, this could lead to
them being refused a loan or a mortgage Access to accounts of
through no fault of their own. vulnerable persons
One complaint outlined in the Among the 22 decisions summarised
recently published decisions involved a in the recently published Digest of
consumer who discovered that a credit Decisions is a complaint that may be of
card had been taken out in his name by particular interest during the Covid-19
a third party without his knowledge or pandemic as it relates to the access to
permission. As the consumer was not bank accounts of vulnerable persons.
aware of the credit card, no payments When cocooning during the national
were made and a bill of over €2,000 lockdown, older and medically vulnerable
accrued. Through no fault of his own, persons may have had to ask for help
Credit profiles the consumer acquired a negative in obtaining pension payments and
Since the FSPO began publishing credit profile with the ICB. Although managing their finances and, as many
decisions in 2018, a recurring issue has the bank claimed that it had corrected of these individuals are continuing to
13 www.thecai.ie October 2020severely limit their outings and contacts was any wrongdoing on the part of the the Covid-19 pandemic has impacted for health and safety reasons, they may bank. The Ombudsman found evidence the nature of complaints that the office require ongoing assistance with their that the mother had authorised, with her is now receiving. The FSPO is currently money management. However, it is signature, all the in-branch transactions dealing with more than 200 complaints vital that consumers hand over access made on her account and that these relating to Covid-19, in such areas as to their funds to trusted third parties signatures were always verified by credit, travel and event and business only and that certain precautions are the bank using proper procedure. The interruption insurance. taken. Banks dealing with third parties Ombudsman also agreed that it was the If you wish to make a complaint have responsibilities to ensure that mother’s responsibility as to what she did to the FSPO, you must first have tried to the owner of the account has properly with her ATM card and PIN. Ultimately, resolve the situation with the financial authorised access to their funds. This the Ombudsman did not uphold the services or pension provider concerned is illustrated in a recent FSPO complaint complaint as no wrongful behaviour by and the provider must be given a chance where a daughter of a woman in her the bank had been established. to offer a solution. You will need to eighties found what she considered to The Banking and Payments have followed the provider’s complaint be multiple irregularities on her mother’s Federation of Ireland (BPFI) notes that handling process and you may need to bank account, with large withdrawals banks are working to help make banking be persistent to get a response. If you going back a number of years and easier for vulnerable customers who remain unhappy with the final response totalling around €2,000 a month. The find it difficult to manage their banking or if the provider is failing to engage with mother could not have made these themselves, either because of the you, you can contact the FSPO. For more withdrawals herself due to hip surgery Covid-19 crisis or because of mental on how to make a complaint, go to https:// some years earlier. It was found that capacity issues, physical disabilities www.fspo.ie/make-a-complaint/. the withdrawals had been made by or serious illness. However, the third parties, including the mother’s implementation of safeguards is critical neighbour and the neighbour’s relatives. and the country’s five retail banks and The withdrawals were permitted by the An Post have alerted frontline staff to bank on the grounds that the parties be vigilant to potential financial abuse withdrawing the funds were known to of customers at risk. Some key advice the bank. An ATM card for the mother’s from the BPFI for vulnerable customers account was also issued to a third party, includes avoiding keeping large sums of which was then used to withdraw money money at home, never giving their PIN to up to eight times a day. In her complaint anyone, requesting receipts from anyone to the FSPO, the daughter argued that doing the shopping for them, asking for this amounted to “gross negligence” by proof of transaction if a trusted third the bank, stating that it had not protected party has conducted business in a bank her mother’s funds in accordance with branch on their behalf, and avoiding banking regulations and wrongfully setting up a joint account with another permitted a third party access to a person as this provides the other person vulnerable person’s finances. The bank with legal access to all the funds in the Useful contacts responded that there was clear evidence account. The BPFI urges those who are that each of the transactions was worried about the management of their Banking and Payments Federation of properly authenticated by the mother. money to call their bank as frontline staff Ireland The bank noted that the neighbour had a have been trained to deal empathetically bpfi.ie signed letter of authority from the mother with customers to help ensure their to withdraw money on her behalf and wishes are carried out. Central Credit Register that all proper verification procedures centralcreditregister.ie were followed regarding the ATM card. Ongoing work Although the third party had requested The complaints dealt with by the Financial Services and Pensions the card, the bank followed up with the FSPO involve complex issues, and the Ombudsman mother, who verified her information and Ombudsman, Mr Deering, encourages fspo.ie gave the bank the authority to speak to people to read the full text of the the third party on her behalf. The mother decisions contained on the Database of Irish Credit Bureau later admitted that she gave the ATM card Decisions. This database now features icb.ie and PIN to the third party to help her with full accounts of more than 800 legally the management of day-to-day expenses. binding decisions issued since the The bank argued that it is the customer’s establishment of the FSPO in 2018. The responsibility to keep these details safe. FSPO receives thousands of complaints In the Ombudsman’s decision, it annually, many of which are resolved was noted that the daughter was making through the informal mediation process, serious allegations of fraud against her and only complaints that reach the formal mother’s neighbour and the neighbour’s investigation stage and are the subject of relatives and that these allegations were legally binding decisions are published. a matter for An Garda Síochána and the In the most recent Digest of courts and not for the Ombudsman. The Decisions, the fourth the Ombudsman Ombudsman can only consider if there has published, Mr Deering notes that 14 www.thecai.ie October 2020
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