Consumer Tips

We’re delighted to launch our new Price Comparison website. You can access it via a banner on our website, or by directly visiting prices.je We stopped updating our previous Price Comparison website at the end of last year and have this year been building a new, in-house site, which we soft launched in the summer and is now fully live. Thank you for bearing with us during this transition period. Our new site includes weekly fuel and oil prices, fortnightly grocery prices from all the Island’s major supermarkets, and will also include occasional themed seasonal price comparisons, such as at Christmas, Easter, Pancake Day, and certain awareness days. As ever, our advice is to shop around for the best prices and to vote with your feet if you feel prices at one provider or store are too high. We hope you’ll find our new site to be a useful tool to help you make informed decisions on where to shop, with categories featured ranging from bakery and dairy products, to tinned, dry and frozen goods, as well as gluten free and baby products. We worked with Digital Jersey to develop our new site, which we will now operate and run ourselves, in house. Anthony Dearie, Executive Officer of the Jersey Consumer Council, said: “We’re thrilled to now have our new price comparison site up and running, and we thank consumers for bearing with us during this transition period. “Featuring the prices of almost 100 grocery products at six local supermarket chains, as well as the unleaded and diesel fuel prices for all 25 Jersey garages, prices.je is your one-stop-shop for prices in Jersey. “As with our previous site, we hope that this service will help Islanders to make informed choices about where they shop. By highlighting the, often significant, variances in the cost of everyday products, we hope to encourage consumers in Jersey to think about where they spend their money – and whether the places they ‘usually’ do their shopping really provides them with the best value for money. “We’re very grateful to Digital Jersey for the advice and support that they’ve given us to help us bring this valuable service in-house, at a lower cost to our organisation.’ Sebastian Lawson, Head of Projects at Digital Jersey, said: “We were delighted to work with the Jersey Consumer Council to help them develop a new price comparison service for the Island. “This has been a great example of partnership working between Government ALOs, and the new site, prices.je, can be run and managed by the Council in-house, at a significantly lower cost than their previous price comparison site. “We hope that Islanders will benefit greatly from this new site, and will be able to shop around with ease to ensure that they are always getting the best prices.” Throughout this year, our volunteers have continued going up and down the supermarket aisles every fortnight to gather the latest prices, meaning that our archive of prices won’t have a gap from when our previous site closed to the launch of this new site.   Accessing Prices.je When accessing our new Price Comparison page on a computer, simply type prices.je into your browser (you must type it into your browser, rather than into a Google search window).  Or click here:  Prices.je Alternatively, you can access it via the link on our main website.   If you’re using our new site on your smartphone or tablet, it’ll work most effectively if you use it as a web app on your home screen. Simply type prices.je into an internet browser, and you will see a message pop-up saying ‘Install Prices.je – Add this app to your home screen for easy access and a better experience’. It will then prompt you to press the centre button below the browser (a square with an arrow pointing up out of it). Tab the relevant button below the browser, then scroll down and select the option to ‘Add to Home Screen’. A screen saying ‘Add to Home Screen’ will then appear. Click the ‘Add’ button and Prices.je will then appear on your device as an App, which you can move to the most suitable folder or screen. If you still have our old PriceComparison App installed on your phone, please delete it as we will no longer be updating it. Similarly, if you still have our old price comparison website saved as a favourite on your browser, you can now remove it and replace it with our new site, prices.je. If you have any queries about, or issues with, our new Price Comparison service, please email contact@consumercouncil.je  

It may not be something you want to think about just now, but do you know what will happen to your digital assets after you die? From your photographs, videos, purchased songs and media, to your social media profiles and online accounts – when you list them all, you may be surprised just how many digital assets you actually have. However, a new survey by Which? has found that the majority of people are not adequately planning for what will happen to these things when they are no longer around. And you should never just assume that they will be safe and that your loved ones will be able to access them. The consumer watchdog has issued a warning that digital assets are ‘at risk of being lost’ due to a ‘lack of planning for death’. Their poll found that fewer than one in five people have drawn up instructions for how to access their online accounts when they pass away. As well as emails and photos, some digital entities may have elements that could be classed as major financial assets. For example, social media accounts that receive royalties. As a result, Which? is urging people to share the details of their online accounts with loved ones, and to consider putting together a letter of wishes to accompany their will. Which? is also pushing for the UK government and social media giants to make the process of accessing dead people’s accounts simpler. Out of the 14,631 subscribers Which? polled in April 2024, 76% said they had no plan for what would happen to their digital assets after their death. Just 18% had drawn up directions for how to access their online accounts, with only 3% having included them in their will. In their report, Which? said: “Whilst being able to access profiles allows people to retrieve digital items of sentimental value, such as photos and emails, there is often a financial element too. For example, you may need to access particular websites to stop payments for subscriptions or services. “Significant assets may also be held in the online space. People could lose control of online businesses and self-published works if they fail to pass them on correctly through a will or letter of wishes.” Which? also warn of other grey areas that could prove to be challenging for beneficiaries. For example, since the rise of influencers, people can make money from social media adverts and other posts. But Which? say that what happens to these revenue streams after death is unclear. The consumer site says that anyone benefiting from such an arrangement should check their agreement with each social platform, and what the protocol is for passing these assets on. For example, on Instagram, Which? found that users need both the birth and death certificates of the dead person, as well as proof that they are their lawful representative, to access the account of the deceased. Which? also say that people should be aware that, while royalties can be specifically gifted by an estate, benefits derived from digital assets may not be classed as royalties. This issue is something Which? wants the government to provide greater clarity on, given that more and more of people’s lives are being played out in the digital sphere. It urged lawmakers to come up with a legal framework that would deal with digital assets after a person’s death. Which? added that it had received multiple complaints from bereaved people about accessing their loved ones’ digital presences. It had received reports of serious issues with accessing accounts, transferring files and dealing with unhelpful customer services.

We’re often asked how best to complain about a service. Sometimes it’s not easy to know the right way to go about it, to get the best results. Here's what we suggest: Find out if the company have a complaints procedure Go through the process according to the procedure – you will need to submit an explanation of what went wrong. You can do this using our letter below. Find out how long they take to process complaints and wait for the allocated time to get a response If you do not get a response, find out if they are regulated by an ombudsman or other regulatory authority Send the letter below to that ombudsman explaining that you have not had a response   Here is our suggested letter of complaint: Name of the contact person Name of company Address Postcode Your name Your Address Postcode                                                                                                            Your telephone number                                                                                                            Your email address   Date   Formal complaint about [name of company] Dear Mr/Mrs/Ms [name of the contact] I am writing to make a formal complaint against XXXXX. [add in who you are complaining about a person or the company] My complaint is that [describe any issues or mistakes that occurred. Be as clear and concise as possible. Keeping it brief and to the point can be helpful]. Use bullets to keep it to the point     This situation has caused me [explain how this issue has affected you, your family, or others] Use bullets to keep it to the point     This could be resolved if you could [tell them how they can put this right - Apologise? Return documents they’ve been holding on to? Do more work? Compensate you? – what do you from them?] Use bullets to keep it to the point     As this is a formal letter of complaint it is my understanding that you are required to respond to me. Please can I ask that you do this by XXX [seven to ten days is a good length of time]. I can be contacted on the telephone number and email address at head of the letter should you need any further information. I look forward to hearing from you in the very near future. Yours sincerely [sign your name] XXXXX [type your name here}   Other help Trading Standards can also help you. Free help from the Consumer Advice Service (gov.je) They will talk through your consumer problem and advise you on your consumer rights and how best to resolve your dispute.   Remember that service providers love to get positive feedback too. So, if you have experienced something really good, let them know.

Some retailers are preferring to give an email receipt rather than a paper receipt, and most other retailers now ask if you need the receipt before automatically giving it to you. Automatic paper receipts as we knew them are becoming a thing of the past. It is a more environmentally friendly way of working, but do you say no to a receipt when you really mean yes? Remember if you need to return anything your receipt is still usually required. We’ve been contacted by some consumers who are concerned about requesting a paper receipt and about giving their email address over the counter for the email receipt. Others have said their supermarket self-service machine repeatedly will not print a receipt when they want one and they feel silly waiting for someone to come and help. The Jersey Consumer Council would like to empower Jersey consumers to ask for a paper receipt should they want one. Do not be put off by an assistant who is reluctant to provide one. If you feel uncomfortable about giving your personal email address to an assistant, well you don’t need to do it. Most retailers have the policy that they will provide a paper receipt if asked.  The Jersey Consumer Council have contacted the retailers New Look and Dunelm who now prefer to issue email receipts. Both shops have confirmed that they will happily give a paper receipt if the customer asks for one.   We’d like to hear about your experiences. How do you feel about asking for a paper receipt? Have you had a problem getting one? Email us at contact@consumercouncil.je 

Do you, or someone you know, currently have a provisional Jersey driving license? We’ve recently been contacted by a local consumer asking us to investigate why they are only valid for six months. They thought this seemed like too short window in which to take a test before you have renew it – particularly given that a large proportion of those taking tests are teenagers who are still in education and doing exams, so fitting driving lessons in and getting a test done within just six months could prove difficult. We carried out a comparison with other jurisdictions and found the following: Jurisdiction     Fee        Valid for IOM                    £14       1 year – can have 2 licenses then discretionary Guernsey           £45       10 years – two years to take your test Jersey                £30        6 months – renewal discretionary UK                     £34       10 years - two years to take your test As the provisional license system is a parish issue, we asked Mike Jackson, the Chairman of Comité des Connétables – who set the guidelines for provisional driving licenses – why Jersey has such a short window. Here’s what he said: “Thank you for your enquiry asking why the Jersey provisional licence is only valid for six months as other jurisdictions, for example Guernsey, the Isle of Man and the United Kingdom, granted a provisional licence for a longer period. We note the short length has been queried as your received comment that many learner drivers are teenagers still in education and fitting lessons and a test around examinations is “sometimes difficult”. Article 11 of the Road Traffic (Jersey) Law 1956 permits a provisional licence to be granted “to learn to drive a motor vehicle with a view to passing a test”. The tests assess a person’s competence to drive and are important for the road safety of all road users, both vehicular and pedestrian. A provisional licence may be renewed though Article 11 provides that it may be refused if it appears to the parochial authority that the applicant does not intend to submit to the test within a reasonable time. The tests comprised - Compulsory Basic Training (CBT) for motorbikes and mopeds (valid indefinitely) Theory test including hazard perception – category specific (pass certificate valid indefinitely but invalid if the holder was disqualified from holding or obtaining a licence to drive) Practical driving test – category specific (pass certificate enabled the holder for a period of 5 years from the date of issue to obtain a licence) The Comité understands that there is adequate availability for booking and sitting a test and that the Driver and Vehicle Standards Department now has three dedicated officers to assess practical driving. The current timescales and fees for test bookings are: 3 to 4 weeks for CBT (fee of £153); 3 weeks for a theory test (fee £39.50) and 4 to 6 weeks for a practical test (fee £58.50). As there appears to be adequate availability to enable a provisional licence holder to take a relevant test (or, indeed, all tests for the category) within the validity period of the provisional licence, the Comité considers the six-month validity period is appropriate. A person should apply for a provisional licence at a time when they are able to learn to drive and study for the tests rather than as soon as they reach the age to drive.”   Our advice We advise learner drivers and parents of children coming up to 17 years of age, to think carefully before rushing to apply for a provisional license as soon as their 17th birthday arrives. If your child has a birthday early on in the school year, perhaps wait until nearer the school holidays to give them the best chance to fit in their driving lessons alongside school and studies, and not have to apply for a license renewal. Shop around for your driving lessons and insurance. With driving lessons averaging at around £42 to £45 per lesson, and insurance costs continuing to rise, it’s good to give this some thought before committing to it all too early.

Are you aware of the coming changes to driving licence requirements in Jersey? From 5 October, the requirements and standards for driving licences will change. The changes will be: two licence groups medical requirements and submition of medical certificates depending on the licence group and catagory the licence validity period depending on the licence group your parish will be be able to ask you to take a practical driving assessment and put conditions on your driving licence These changes will bring the Jersey standards and requirements for driving licences similar to the UK and the EU. Most standard drivers will fall into Group 1 and for this group there is little change; a medical certificate will only be required if a relevant condition is declared to your Parish. Vision standards have been enhanced for both Group 1 and 2 categories to include peripheral vision and an updated acuity test. Diabetes, epilepsy, and seizure standards have also been updated which will now allow more people to hold a Group 2 category licence. Those who passed their driving test in or before 1997 may have categories C1 or D1 on their licences which, following the change, will mean that they are holders of a Group 2 licence. If they do not need their Group 2 categories, they can relinquish them, and have five years in which to have them reinstated, if desired. Group 2 licences will be required to have two more medicals in their lifetime. Currently Group 2 licence holders have medicals at 45, 55 and 65 years of age, following the changes they will also need a medical at 50 and 60. If a driver has any concerns with health issues which may affect their driving, then they should consult their GP. To find out more about the changes and what they will mean for you, visit the DVS information page on Gov.je:  Medical standards for driving licences (gov.je)