Consumer anger at prices is all too evident yet protest rarely goes past verbal complaint. Alison Healy asks why
A day hardly passes without someone complaining about the extortionate price of some product or service - especially when it comes to food, drink or holidays. But why are Irish consumers never exercised enough to protest en masse, like many of their European colleagues, notably in Germany and Greece?
People could be just too busy or too exhausted, according to Marie Murray, director of psychology at St Vincent's Hospital, Fairview. She regularly hears people say they feel "helpless, hopeless and powerless". They say there is little they can do to make a difference.
She believes amending the Freedom of Information legislation was a watershed. "This was one of the most significant psychological events in this country because we are talking about a clawing back of the right to information. People just let it happen. They did not put up a fight. The reaction was a general shrugging of shoulders."
The feeling of powerlessness can be compounded by a general exhaustion. "Everyone is tired and depleted. People have lavish incomes and are living well but the cost of living this life is enormous. People are so busy that they may feel they do not have time to protest."
Murray says she is speaking from a clinical point of view but it was as much a sociological issue. There was "an extraordinary silence on the part of students" over the major increase in the third-level registration fee, while their protest over the threatened reintroduction of third-level fees was "very lukewarm. In comparison to teenagers in the 60s, there is a great reluctance to make a protest today," she notes.
Irish people were notoriously reluctant to complain to retailers or service-providers in the past, partly because they believe it is not good manners to complain. They are much better now at protesting in an individual way, but they now seem unable to mobilise themselves for a mass protest. "Remember when VAT on children's shoes brought down a government? Yet look what happened with the Freedom of Information Act and that is potentially much more significant."
People can make a difference if they complain, according to the Consumers' Association. It says companies know that for every complaint they receive, there are many more unhappy customers who do not complain.
A spokeswoman cites the association's list of dos and don'ts when it comes to assertive complaining. For example, if you feel intimidated when complaining, then make your phone call while standing up. Get the full name and title of the person you are dealing with and record the time and date you called or wrote. Complain as soon as possible and always to the right source. Complain in writing if you don't get satisfaction at first. Keep records of everything and give a deadline for a remedy or response. Don't whinge or whine, don't apologise and don't stare aggressively. And, if all else fails, be prepared to compromise.
