CONSUMERS RIGHTS IN CROATIA

Transcription

1 Flash Eurobarometer 389 CONSUMERS RIGHTS IN CROATIA SUMMARY Fieldwork: December 2013 Publication: October 2014 This survey has been requested by the European Commission, Directorate-General for Health and Consumers and co-ordinated by the Directorate-General for Communication. This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors. Flash Eurobarometer TNS Political & Social

2 Flash Eurobarometer 389 Consumers rights in Croatia Conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Health and Consumers (DG SANCO) Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM Strategy, Corporate Communication Actions and Eurobarometer Unit)

3 Project title Linguistic Version Catalogue Number Flash Eurobarometer 389 EN ND EN-N ISBN DOI /32272 European Union, 2014

4 TABLE OF CONTENTS INTRODUCTION... 2 I. CONSUMER BEHAVIOUR IN CROATIA Consumer experiences Problems encountered Actions taken in the event of a problem Preferred actors to reach for solving a problem Experience of unfair commercial practices... 5 II. AWARENESS OF CONSUMER RIGHTS IN CROATIA Level of information about consumer rights Interest in receiving more information about consumer rights in specific situations Exposure to information about consumer rights... 7 III. PERCEIVED RESPECT OF CONSUMER RIGHTS IN CROATIA Compliance by sellers and service providers Efficiency of the Croatian justice system in enforcing consumer protection... 8 IV. INFORMATION SOURCES ABOUT CONSUMER RIGHTS IN CROATIA Awareness of institutions/organizations dealing with protection of consumer rights Trusted sources of information about consumer rights Ways of access to the internet ANNEXES Technical specifications 1

5 INTRODUCTION This Flash Eurobarometer survey is the first of a series of three surveys amongst Croatians aged years related to an information campaign on consumer rights in Croatia. This report presents the results of the first wave that serves as a benchmark for the campaign preparations. It aims to measure consumer problems in some specific sectors, perceived knowledge and interest in consumer rights, as well as familiarity with sources of information on consumer rights, previous consumer rights campaigns and trust in consumer associations and institutions. This survey was carried out by TNS Political & Social network in Croatia between the 9 th and 20 th of December A representative sample of respondents aged between 21 and 45 years old were interviewed via telephone (landline and mobile phone) in their mother tongue on behalf of the European Commission, DG SANCO. The methodology used is that of Eurobarometer surveys as carried out by the Directorate-General for Communication ( Strategy, Corporate Communication Actions and Eurobarometer Unit) 1.. A technical note on the manner in which interviews were conducted by the Institutes within the TNS Political & Social network is appended as an annex to this report. Also included are the interview methods and confidence intervals 2. Note: In this report, countries are referred to by their official abbreviation. The abbreviations used in this report correspond to: HR Croatia ABBREVIATIONS * * * * * We wish to thank the people throughout Croatia who have given their time to take part in this survey. Without their active participation, this study would not have been possible The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question. 2

6 I. CONSUMER BEHAVIOUR IN CROATIA 1. CONSUMER EXPERIENCES Respondents were asked if they have bought certain products or services within the last two years. A majority of respondents used a mobile phone service (94%) and bought an electronic device or household appliance (62%) within the last two years. Nearly half of the respondents (49%) bought something on the internet. During this period 16% of Croatians between 21 and 45 years took out a credit to buy a product, 18% bought a package holiday, and 16% bought a ticket for a regular or charter flight. 2. PROBLEMS ENCOUNTERED The highest proportion of respondents have experienced problems with telephone and/or mobile phone companies. Around a third of respondents (34%) who have used the services of a mobile phone company over the past two years have had problems with these providers over the same period of time. Almost two out of ten respondents (19%) who have taken out a credit to buy a product experienced problems with banks or other credit providers. More than one out of ten respondents (13%) who have bought a household appliance have had problems with shops selling these types of products. Around one out of ten respondents (10%) who shopped online have had a problem with this consumer experience and a similar proportion of respondents (9%) who have bought a flight ticket have had problems with airlines or charter flight companies. Fewer than one in ten respondents (5%) who have bought a package holiday have had problems with tour operators or travel agencies. 3

7 Base size for the items discussed is represented by the following: Telephone and/or mobile phone companies : Respondents who have used the services of a mobile phone company over the past two years (N= 940) Banks or other credit providers : Respondents who have taken out a credit to buy a product (car, kitchen, computer or other) over the past two years (N= 159) Shops selling household or electronic devices (washing machine, computers, etc.) : Respondents who have bought a computer, DVD player or other electronic or household appliance over the past two years (N= 623) Buying on the internet : Respondents who have bought something on the internet over the past two years (N= 494) Airlines or charter flight companies : Respondents who have bought a ticket for a regular or charter flight over the past two years (N= 164) Tour operators/ Travel agencies : Respondents who have bought a package holiday over the past two years (N= 179) 3. ACTIONS TAKEN IN THE EVENT OF A PROBLEM A large majority of respondents (68%) complained to the seller or service provider upon experiencing a problem, although a sizeable minority (17%) did not do anything. To a much lower extent, respondents reacted by seeking information about their rights (7%); asking advice from friends and/or family (3%); asking for help from a nongovernmental consumer association (3%); consulting a lawyer (2%); asking for help from a government consumer authority (1%); filing an official complaint (1%); or taking some other course of action (6%). (DO NOT READ OUT MULTIPLE ANSWERS POSSIBLE) Base: respondents who have had at least one consumer problem (N= 460) 4

8 4. PREFERRED ACTORS TO REACH FOR SOLVING A PROBLEM Nearly half of the respondents (46%) would seek information about their consumer rights in the event of a problem with a product, service or seller, from shopkeepers, sellers or service providers. Almost a sixth of people said that they would go to a non-governmental consumer association (18%) or that they would search the internet (17%). Very few people would try to find out from friends or relatives and virtually none would spontaneously turn to a public authority or the European Consumer Centre in Zagreb. A tenth of people (10%) would not know where to go to find information about their consumer rights. (DO NOT READ OUT) 5. EXPERIENCE OF UNFAIR COMMERCIAL PRACTICES More than one in five respondents (21%) felt they have been victim of a misleading advertising or of a commercial practice which they considered to be unfair within the past two years. 5

9 II. AWARENESS OF CONSUMER RIGHTS IN CROATIA 1. LEVEL OF INFORMATION ABOUT CONSUMER RIGHTS A majority of respondents do not know their rights when they do not like what they have bought on the internet (50%), in case they are confronted with unexpected fees and charges to pay for a credit (58%), in case a package holiday turns out to be different from the one the brochure promised (60%), and when a flight is delayed or cancelled (62%). On the contrary, a majority of respondents in Croatia (70%) said they are aware of their rights in case an electronic or household device they just bought does not work properly. 2. INTEREST IN RECEIVING MORE INFORMATION ABOUT CONSUMER RIGHTS IN SPECIFIC SITUATIONS There is a high level of interest in learning more about consumer rights. At least eight in ten respondents would like to know more on this in connection to the following shopping experiences: when payments on credit include unexpected fees and charges; in the event that they buy an electronic or household device that did not work properly; when internet purchases and package holidays turn out to be different than what was expected; when a flight is delayed or cancelled. 6

10 3. EXPOSURE TO INFORMATION ABOUT CONSUMER RIGHTS The majority of respondents (66%) noticed information about consumer rights during the past two years. However, only around a quarter of these respondents (24%) have heard of the Ministry helpline for consumers. Base: respondents who have noticed any information on consumer rights in the last 2 years (N=661) III. PERCEIVED RESPECT OF CONSUMER RIGHTS IN CROATIA 1. COMPLIANCE BY SELLERS AND SERVICE PROVIDERS Mobile phone and telecom companies (50%), and banks or other credit providers (41%) are the businesses most distrusted by respondents in regard to the respect of consumer rights and protection rules. Most people (62%) consider shops selling household or electronic devices to respect consumer rights and protection rules. A majority (52%) think that tour operators/travel agencies respect consumers rights and a relative majority trust companies selling via the Internet (44% for total yes vs. 38% for total no ). More than three in ten respondents (32%) say they do not know if airlines or charter flight companies respect consumers rights. Looking only at respondents who gave a valid answer to this question, a majority of respondents (77%) trust these businesses. 7

11 2. EFFICIENCY OF THE CROATIAN JUSTICE SYSTEM IN ENFORCING CONSUMER PROTECTION A considerable majority (84%) think that the Croatian justice system is not effective when it comes to punishing businesses that mislead or cheat consumers. IV. INFORMATION SOURCES ABOUT CONSUMER RIGHTS IN CROATIA 1. AWARENESS OF INSTITUTIONS/ORGANIZATIONS DEALING WITH PROTECTION OF CONSUMER RIGHTS Most of the respondents could name spontaneously as organization dealing with consumer rights the Potrošač - Društvo za zaštitu potrošača Hrvatske 3 (39%), while a quarter (25%) knew at least one consumer TV programme. Less than a tenth of people were familiar with Ministartsvo Gospodarstva the Ministry of Economy Consumer Protection Department 4 (9%), Savez udruga za zaštitu potrošača (SUZP) 5 (8%), Centar za edukaciju i informiranje potrošača 6 (4%), and Europski potrošački centar Hrvatska 7 (3%). It is worth noting that a considerable proportion of respondents (43%) could not name any organization dealing with protection of consumer rights. 3 This represents a non-governmental organization. More information about it can be found at 4 This represents a governmental institution. More information about it can be found at 5 This represents an alliance of consumer protection associations. More information about it can be found at 6 This represents a non-governmental organization. More information about it can be found at 7 This represents the European Consumer Centre in Croatia, part of the ECC network. More information about it can be found at 8

12 (DO NOT READ OUT MULTIPLE ANSWERS POSSIBLE) Respondents who were unable to spontaneously name organizations dealing with protection of consumer rights were then prompted regarding a part of them. Around eight out of ten people (81%) said they have heard of the TV programme Consumer Code, while around seven out of ten (71%) were familiar with Potrošač - Društvo za zaštitu potrošača Hrvatske. A narrow majority of respondents have heard of Ministartsvo Gospodarstva Consumer Protection Department (50% vs. 49% who have not heard of it) and a sizable minority of respondents (42%) said they have heard of Savez udruga za zaštitu potrošača (SUZP). Less than two in ten people (13%) said they had heard about the Europski potrošački centar Hrvatska. Base: respondents who have not mentioned spontaneously these organizations (N= between 614 and 980) 9

13 However, the vast majority of respondents who know or have heard of at least one of the organizations dealing with protection of consumer rights (91%) have never approached them for help. Base: respondents who know or have heard of at least one of the organizations / associations mentioned in questions Q8 and Q9 (N=983) 2. TRUSTED SOURCES OF INFORMATION ABOUT CONSUMER RIGHTS Non-governmental consumer associations (60%) and TV programme Consumer Code (30%) are the most trusted sources of information and advice on consumer rights. Around a quarter would trust family and relatives (27%) or the TV programme Checked Out (24%), while over a fifth would trust lawyers (22%). Relatively few people consider shopkeepers, sellers or service providers (16%) or the government or other public authorities (15%) to be among the two most trustworthy sources of information. (MULTIPLE ANSWERS POSSIBLE) 10

14 3. WAYS OF ACCESS TO THE INTERNET A majority of people access the internet at home (88%) or via mobile phone, smartphone or tablet (56%). Just under a half of respondents access it at work (47%), a fifth (19%) access the internet in cyber-cafes, while slightly over a tenth (12%) do so at school or university. Less than one in ten respondents (7%) say spontaneously that they do not use the internet, or have no internet access. (MULTIPLE ANSWERS POSSIBLE) 11

15 ANNEXES

16 TECHNICAL SPECIFICATIONS

17 TECHNICAL SPECIFICATIONS Between the 9 th and 20 th of December 2013, TNS Political & Social, a consortium created between TNS political & social, TNS UK and TNS opinion, carried out the survey about Consumers rights in Croatia. This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Health and Consumers. It is a general public survey co-ordinated by the Directorate-General for Communication (DG COMM Strategy, Corporate Communication Actions and Eurobarometer Unit). The covers the national population of citizens aged years residents in Croatia as well as the population of citizens aged years of all the European Union Member States that are residents in Croatia and have a sufficient command of the national language to answer the questionnaire. All interviews were carried using the TNS e-call centre (our centralized CATI system). Respondents were called both on fixed lines and mobile phones. The basic sample design applied is multi-stage random (probability). In each household, the respondent was drawn at random following the "last birthday rule". TNS has developed their own RDD sample generation capabilities based on using contact telephone numbers from responders to random probability or random location face to face surveys, such as Eurobarometer, as seed numbers. The approach works because the seed number identifies a working block of telephone numbers and reduces the volume of numbers generated that will be ineffective. The seed numbers are stratified by NUTS2 region and urbanisation to approximate a geographically representative sample. From each seed number the required sample of numbers are generated by randomly replacing the last two digits. The sample is then screened against business databases in order to exclude as many of these numbers as possible before going into field. TS1

18 Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real percentages vary within the following confidence limits: Statistical Margins due to the sampling process (at the 95% level of confidence) various sample sizes are in rows various observed results are in columns 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50 N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500 N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000 N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500 N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000 N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000 N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000 N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000 N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000 N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000 N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500 N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000 N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000 N= ,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000 N= ,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000 N= ,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000 N= ,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000 N= ,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000 N= ,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N= % 10% 15% 20% 25% 30% 35% 40% 45% 50% 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% ABBR. COUNTRIES INSTITUTES N INTERVIEWS FIELDWORK DATES POPULATION YEARS HR Croatia HENDAL /12/ /12/ TS2