Consumer advisers (CAs) listen, guide, support, protect and advise the public and businesses on consumer based issues.
In many local authorities, consumer advice is now delivered through Consumer Direct, a new government initiative, which provides a first point of call for consumers, delivering first tier telephone and on-line advice on consumer issues. Although the scheme has yet to be rolled out nationally, consumer advisers within authorities now typically deal with the more complex enquiries and referrals bought forward by the Consumer Direct advice teams.
Day to day, if a case brought to the attention of a CA involves criminal law, the CA will refer the matter to a trading standards officer for investigation and potential prosecution in the local courts. With legislative enforcement powers, many advisers will assist enforcement activities to stop trading activity that harms consumers.
As well as managing referrals, a consumer adviser within a local authority will work on other areas where their specialist skills are needed such as assisting with small claims procedures, providing face to face advice and helping and campaigning proactively for vulnerable consumers, such as the elderly.
In addition to office bound duties, there is now more of an opportunity for advisers to undertake outward facing roles such as working with consumer support networks and community groups to educate, inform and advise the public on consumer based issues.
Some advisers also undertake debt counselling and give advice about managing personal finances.
