Making Parents'Voices Heard
"We know that not everybody is a confident consumer which is why 'Better Choices, Better Deals' is about helping to support [them] in becoming more confident. ( ) We want regulators ( ) and public service providers to publish more of their data, especially on complaints. And above all we want this strategy to stimulate feedback, enabling consumers to be stronger by acting together."
Edward Davey, Minister for Consumer Affairs quoted in 'Better Deals, Better Choices'
RECOMMENDATIONS
12.
'Ensuring greater transparency in the regulatory framework by creating a single website for regulators. There is a variety of co-, self- and statutory regulators across the media, communications and retail industries. Regulators should work together to create a single website to act as an interface between themselves and parents. This will set out simply and clearly what parents can do if they feel a programme, advertisement, product or service is inappropriate for their children; explain the legislation in simple terms; and provide links to quick and easy complaints forms on regulators' own individual websites. This single website could also provide a way for parents to provide informal feedback and comments, with an option to do so anonymously, which regulators can use as an extra gauge of parental views. Results of regulators’ decisions, and their reactions to any informal feedback, should be published regularly on the single site. ACTION: Regulators
13.
Making it easier for parents to express their views to businesses about goods and services. All businesses that market goods or services to children should have a one–click link to their complaints service from their home page, clearly labelled 'complaints'. Information provided as part of the complaints and feedback process should state explicitly that the business welcomes comments and complaints from
parents about issues affecting children. Businesses should also provide timely feedback to customers in reaction to customer comment. For retail businesses this should form part of their code of good practice (see Theme 2, Recommendation 6), and should also cover how to make it easier and more parent—friendly for complaints to be made in store. ACTION: Businesses, supported by trade associations85
