Consumer Law
Complaints, Warranties, Distance Contracts
Duration: 180 minut | Target group: Customer service staff, salespeople, consultants
Workshop Goals
- Learn the basic consumer rights
- Understand complaint procedures
- Know the rules of warranty and statutory warranty
- Handle distance contracts
Competences
Methods
- Interactive presentation
- Case analysis
- Practical exercises
- Knowledge quiz
📅 Workshop Agenda
Module 1: Basics of consumer law
Introduction to consumer rights, basic definitions, scope of consumer protection.
- Who is a consumer?
- Basic legal acts
- Rights and obligations of the parties
Module 2: Complaints — procedures and practice
Detailed discussion of complaint procedures, deadlines, documentation.
- When can a complaint be filed?
- Handling procedure
- Complaint documentation
- Practical exercises
Module 3: Warranty vs Statutory warranty
Differences between warranty and statutory warranty, consumer rights, practical application.
- How does warranty differ from statutory warranty?
- Deadlines and conditions
- Consumer rights
- Case analysis
Module 4: Distance contracts
Specifics of contracts concluded online or by phone, right of withdrawal, returns.
- Definition of a distance contract
- Right of withdrawal — 14 days
- Exceptions to the right of withdrawal
- Return procedure
- Practical workshop
📋 Materials Warsztatowe
Complaint Form
Template complaint form with completion instructions
Comparison Table
Warranty vs statutory warranty — key differences in a clear table
Withdrawal Template
Form to withdraw from a distance contract
Cases for Analysis
A set of practical situations for group discussion
📄 Complaint Form
📊 Warranty vs Statutory warranty
| Aspect | Warranty | Statutory warranty |
|---|---|---|
| Source | Voluntary commitment by seller/manufacturer | Obligation arising from law |
| Duration | Set by the warrantor (e.g., 2 years) | 2 years from delivery |
| Conditions | Set out in the warranty card | Set out in the Civil Code |
| Scope | May be limited | All physical and legal defects |
| Cost | Free of charge (as per conditions) | Free of charge |
| Remedies | Repair lub wymiana | Repair, wymiana, obniżenie ceny, odstąpienie |
📝 Template Withdrawal from Contract
OŚWIADCZENIE O ODSTĄPIENIU OD UMOWY
Addressat: ________________________
I/We(*) hereby inform you(*) of my/our(*) withdrawal from the contract of sale of the following goods(*)/for the provision of the following service(*):
_________________________________________________
Date of contract(*)/receipt(*): _______________
Full name konsumenta(-ów): _________________
Address konsumenta(-ów): ___________________________
Signature of consumer(s): __________________________
Date: ___________________________________________
(*) Delete as appropriate
🧩 Cases for Analysis
Case 1: Defective phone
The customer bought a phone 3 months ago. The device stopped charging. They have a receipt and a 24‑month warranty card. What rights do they have?
Case 2: Online purchase
A customer bought a dress online. On receipt it turned out the colour differs from the photo. Can they return the goods?
Case 3: Digital service
The customer purchased access to an online course and started using it immediately. After 2 days they want to withdraw. Can they?
👨🏫 Guide dla Trenera
Materials potrzebne:
- Projector/screen for presentation
- Printed forms (2 copies per person)
- Flipchart and markers
- Sticky notes
- Copies of legal acts (selected articles)
Room setup:
- Arrange tables for groups of 4–5
- Internet access to check regulations
- Board/flipchart visible to everyone
Module goals:
- Define the term "consumer"
- Present basic rights
- Discuss sources of consumer law
Flow (30 min):
- Wprowadzenie (5 min) - Powitanie, cele warsztatów
- Burza mózgów (10 min) - "Co to znaczy być konsumentem?"
- Prezentacja (10 min) - Definicje prawne, podstawowe akty
- Dyskusja (5 min) - Pytania i wyjaśnienia
Key points:
- Consumer = a natural person purchasing for purposes not related to business activity
- Main acts: Civil Code, Consumer Rights Act
- Consumer protection as the weaker party to the contract
Module goals:
- Understand the complaint procedure
- Learn deadlines and documentation
- Practical completion of the form
Flow (45 min):
- Prezentacja (15 min) - Procedura reklamacyjna krok po kroku
- Ćwiczenie praktyczne (20 min) - Wypełnianie formularza reklamacyjnego
- Case analysis (10 min) - Omówienie trudnych sytuacji
Tips for the trainer:
- Emphasise the importance of documentation (receipt, invoice)
- Explain the difference between a complaint and a return
- Discuss deadlines: 14 days to submit, 30 days to respond
Module goals:
- Explain the differences between warranty and statutory warranty
- Learn the consumer's rights in each case
- Practical application
Flow (45 min):
- Wprowadzenie (10 min) - Podstawowe definicje
- Prezentacja tabeli (15 min) - Szczegółowe porównanie
- Praca w grupach (15 min) - Case analysis
- Podsumowanie (5 min) - Kluczowe wnioski
Key differences:
- Warranty - dobrowolna, rękojmia - obowiązkowa
- Różne terminy i warunki
- Różny zakres uprawnień konsumenta
Module goals:
- Define a distance contract
- Discuss the right of withdrawal
- Learn exceptions and procedures
Flow (60 min):
- Prezentacja (20 min) - Definicje, prawo odstąpienia
- Workshop (25 min) - Symulacja procesu zwrotu
- Dyskusja (10 min) - Trudne przypadki
- Podsumowanie (5 min) - Kluczowe zasady
Key points:
- 14 days to withdraw without giving a reason
- Exceptions: digital services, personalised products
- Seller’s information obligations
- Costy zwrotu - kto ponosi?
📊 Evaluation Warsztatów
Quiz Wiedzy
Test sprawdzający przyswojenie materiału
Ocena Warsztatów
Formularz ewaluacyjny dla uczestników