Jersey Consumer Council: Annual Report for 2014.

STATES OF JERSEY

JERSEY CONSUMER COUNCIL: ANNUAL REPORT FOR 2014

Presented to the States on 24th March 2015 by the Minister for Economic Development

STATES GREFFE

2015   Price code: C  R.34

Annual Report 2014

Liberation Place St. Helier

JE 1 1BB

Making the consumer voice heard and making it count

Contents

Membership and Meetings   3 2014 JCC Notable Successes  4 Chairman's Statement  5 Main Issues 2013  7 Financial Report  12

Memberships & Meetings

The Jersey Consumer Council held 4 meetings in 2014. The membership of the Jersey Consumer Council is:

• Advocate Rose Colley – Chairman

• Mr. John Stephens –Representative of the Citizens Advice Bureau

• Advocate Jean-Marie Renouf – Representative of the Law Society

• Mr. Ian Barnes – Representative of the Jersey Hospitality Association

• Mr. Ray Shead – Representative of the Jersey Chamber of Commerce

• Representative of Unite (formerly Transport General Workers Union) did not attend or participate in the Consumer Council

• Members of the Public:

• Mr. Peter Tompkins (Joined in 2014)
• Mr. Tim De Gruchy (Joined in 2014)
• Mr. Peter Drew (Term of office expires end January 2015)
• Mrs. Joan Cadoret (Term of office expires end January 2015)

Notable 2014 Successes

• The Council discussed Consumer Rights and SCAMS with 835 Jersey secondary school students
• We have presented our Primary Health Focus Groups findings to the Minister for Health, HSSD Directors, Social Security, Primary Care Body, Jersey Dental Association and the Voluntary & Community Sector Partnership', where we received mixed reactions. The work led to our involvement in the Primary Healthcare Sustainability Project. We have also seen our work contribute to a reduction of GP consultation fees in one practice.
• The Council raised awareness of energy costs; publishing oil costs per litre for either 500 & 900 litres delivery for the first time in Jersey
• Increased following on Social Media by 30% average over our two Facebook accounts
• We  ran  a  survey  to  "check  Islanders'  financial  health"  to  explore  the  real  financial challenges islanders  are facing  based  on the survey  we  published  our  Money  Matters report which highlighted recommendations and action points

Chairman's Statement

I have now completed my first 3-year term as Chair. It remains a hugely satisfying role to undertake and I am pleased to report that the Council has gone from strength to strength during 2014.

I have continued to meet a large number of business and community leaders and I hope that the Council's profile within the Island has continued to be enhanced. In particular a number of opinion formers have attended the Council meetings and discussed issues with Council members. This has proved to be extremely rewarding and informative.

The Council has continued to work hard to maintain our positive links with Trading Standards, Channel Islands Competition Regulatory Authority (CICRA), the Citizens Advice Bureau (CAB) , the Chamber of Commerce and Community Savings.

During 2014, the Council has continued its pioneering role within education and I am very proud to report that we have now carried out our financial and consumer rights work in virtually all the Island's secondary schools. I hope that this work can continue during 2015 as the Council sees it as being essential for the future financial well-being of the Island.

I am also pleased to report that the last 12 months has seen the enhanced use of social media by the Council as well as maintaining an excellent standard for our newsletters. The 20-page energy newsletter was particularly well received by consumers.

The Council has also continued with its attempts to research the financial health of Islanders and our Money Matters Survey has provided information that would otherwise be missed.

The Council continues to focus on health issues and again a huge amount of consumer information has been collated on this issue from our Focus Groups held during the year.

I have continued to use every opportunity to publicise the work of the Council. The local media have continued to recognise that the Council is a key voice on consumer issues. I have even spoken on Radio Guernsey twice during the year.

I am also very pleased to report that with a great deal of help from Carey Olsen we have successfully amended our Constitution to allow the Council to consist solely of members of the public for the first time. This again is an exciting development.

Once again, the Council could not have functioned as effectively without the help of the members of the Council who give their time and energies to consumer issues. Many thanks are also due to the support of Senator Alan Maclean, Mike King and Trevor Le Roux. Finally, Anne King, the Consumer Council Executive Officer continues to amaze me with her ability to tackle consumer issues and without whose support my role would be so much more difficult if not impossible.

Advocate Rose Colley

Council Main 2014 Issues

2014 has been another exciting and challenging year during which the Council recruited two new members,  amended  its  constitution,  spoke  to  835  secondary  school  students,  held  insightful Primary  Health  focus  groups,  explored  local energy  matters and  launched  a  one-stop  energy website.

The  Consumer  Council  liaise  with  Channel  Islands  Competition  Regulatory  Authority  (CICRA), Trading Standards, Community Savings and Citizens Advice Bureau (CAB) on a regular basis to ensure that we have a joint approach to progressing issues which have an impact on Jersey consumers.

Education

The Council worked with Community Savings, Jersey Financial Services Commission and Trading Standards to contribute to the delivery of some financial and consumer rights aspects of the Personal Social and Health Education (PSHE) curriculum for children of secondary school age.

In 2014 we delivered a variety of talks to all year groups in Le Rocquier School, year 10 in JCG, years 7 & 10 in Victoria College, Year 10 Les Quennevais and year 11 Hautlieu students; with the aim of helping youngsters to understand how important it is for them to be responsible for their own consumer rights and monetary matters.

Ours schools program is continuing in 2015 with the addition of Grainville year 10 students.

Communication & Helping Consumers to Make Informed Decisions

The newsletter continues to be a key Council communications tool; although we now post topical issues on Facebook and twitter. A key part of this year's challenge has been to try and post regularly, review the interest levels and generate a social media strategy.

Our social media presence has grown for both the Consumer Council and our sister Fuel Watch Twitter and Facebook accounts.

The  newsletter  always  provides  Islanders  with  a  broad  range  of  topical  issues  assisting  with decision-making and awareness raising. In 2014 we published 6 editions throughout the year, ranging in one 4-page edition, four 8-page copies and one mammoth 20-page Energy Matters edition.

We  receive  contributions  from  a  variety  of  organisations  such  as   Moore  Stephens,  Air-Tel Vodafone,  Jersey  Telecom,  Energy  Efficiency  Service,  CAB,  CICRA,  Jersey  Financial  Services Commission  (JFSC)  and  Trading  Standards.  Each  article  is  checked  to  ensure  it  meets  our objectivity criteria.

We joined forces with Jersey Police, JFSC, CAB, Trading Standards and Community Savings to host 3  consumer  road  shows  in  early  December.  We  hope  to  develop  the  consumer  road  shows concept to and to bring the messages to the centre of town in pop-up shops.

Money Matters

During  March of  2014  the  Consumer  Council and  Community  Savings  ran a survey to  "check Islanders' financial health" to see what problems people were facing, particularly as a result of the recession and how our organisations might help with any issues raised.

The Money Matters survey was undertaken with ARC Island Research plus the generous support of the Back to Work Team' who provided three people to help pack the surveys and then input the data. We are delighted with 930 replies from a randomly selected 4,000 islanders. The survey- explored attitudes to money, income sources, how respondents would manage debts, pay day loans, domestic liquidity and recognition of agencies that can help.

We dedicated one 8-page newsletter on finance and money following our survey, it contained a diverse range of articles covering the high level results of our money matters survey, short-term pay  day  loans,  life  insurance,  credit  rating  –  what's  the  score?,  all  about  direct  debits  and regulated by the JFSC – what does this really mean?

We published our Money Matters report, which highlighted three key messages:

• We must all take personal responsibility for our financial health;
• We must all research our facts and ask questions to help us make informed decisions and to better understand the bigger picture of what financial health entails – over the short, medium and long term;
• Most importantly we must NEVER put our head in the sand – financial difficulties escalate not diminish!

The report detailed recommendations, which we are now working through. The full report is on our website.

Council Constitution

In consultation with the Council members we amended our Constitution to change the make up of the Council members and introduced a non-voting role of advisors drawn from specialist bodies.

Council Branding

We rebranded the Council – the new logo is bright, attractive and less formal in its message and appearance. The logo is a digitized image of Jersey's north coastline.

The Council also published a range of information booklets with the new logo.

• Funerals Matter
• A Guide to House Contents Insurance for those who rent their homes
• A Budget Planner
• Plain Sailing
• Plane Facts
• Access to Air Travel for the less mobile
• Access to Ferry Travel for the less mobile

Holiday and Travel Tips

The July newsletter edition was travel focused; we explored financial protection for your holiday, travel insurance, car hire, our Plane Facts' and Plain Sailing' leaflets..

Primary Health Care Focus Groups  

Following on from our highly successful and informative Primary Health Care survey in 2012 we hosted focus groups, which got into the nitty gritty of accessibility to see if it is merely an issue of cost, or rather an attitude to Primary Health provisions, the Consumer Council is determined to make a real & valued difference.

The Consumer Council believes that it is imperative that the patient is a focal point of Jersey's health change process. 4Insight ran the focus groups, on behalf of the Council, to reflect different age groups and health care circumstances. We were overwhelmed by participants' honesty, raw emotion and contribution in each group, the qualitative results are enlightening and are now part of the decision making in the Sustainable Primary Care Project.

The key messages from the focus groups were

• Consumers are not in favour of free' doctors, for anyone, as the system would be clogged and abused
• Consumers support reduced doctor fees for under 5' s, chronically ill and elderly based on means testing
• That there is confusion over the provision of the community doctor – who, what, where and how much does this cost?
• Dentists are perceived as more expensive than Doctors
• The lack of privacy when arriving at A & E is uncomfortable for patients
• There is a lack of price lists in doctors surgeries
• Doctors and Dentists are seen as expensive and not always good value for money
• People attend A & E to fast track specialist knowledge, no restriction on opening hours

• Frustration that A & E allows anyone to be treated regardless of residential status
• Utter sadness, fear and frustration over the perceived lack of Mental Health Care provision for teenagers
• Groups support the concept that the individual needs to take greater responsibility for their own health
• A big plea 'let us make necessary follow up outpatient appointments when we are in the clinic rather than send us a letter
• We love the text reminder service for outpatient appointments'
• Public would welcome practice nurses to help with blood test, blood pressure tests etc. for cheaper appointment costs
• Entitlement .why shouldn't we go to A & E we must be entitled based on my contributions.

We have presented our findings to the Minister for Health, HSSD Directors, Social Security, Primary Care Body, Jersey Dental Association and the Voluntary & Community Sector Partnership', where we received mixed reactions. The work led to our involvement in the Primary Healthcare Sustainability Project. We have also seen our work contribute to a reduction of GP consultation fees in one practice.

Energy Matters

Energy Issues are a key topic for the Consumer Council; the costs of energy are an on-going concern for most islanders.

We researched and detailed how our energy gets here, the comparative costs, energy savings, renewables, and understanding energy units.

In conjunction with our energy project we added heating oil costs and energy tips to our Fuel Watch website. Our energy research and subsequent publications necessitated considerable liaison with the JEC, Jersey Gas, oil suppliers and Jersey Water.

Media

The Chairman and Executive Officer regularly give interviews to BBC Radio Jersey & Spotlight TV, Channel  Television,  the  Jersey  Evening  Post  &  Commercial  Radio  station  103  on  a  variety  of consumer issues generated from within or from outside of the Island.

General Contact

Consumers contact the Council through our website and email us directly from newsletter articles or word of mouth references. Although the Council were initially cautious about being located within Liberation Place it does provide a welcoming port of call for any visitor to the Council.

Financial Report

The Council generated expenses of £147,853.96 during 2014. These are detailed in the attached profit & loss report.

This was met by a grant from Economic Development Department of £ 131,000 received in three parts:

1. 24th February 2014 £50,000
2. 9th June 2014 £50,000
3. 22nd December 2014 £31,000

The financial matters of the Council have been audited by Grant Thornton.

The current account balance at the end of 2014 is £21,365.60 (Less Current liabilities of £21,099) The deposit account balance at the end of 2014 is £ 4,114.49

Jan - Dec 2014

Ordinary Income/Expense

Income

Bank interest received Grant received

Total Income

Expense

Audit Fees

Depreciation Expense

Dues and Subscriptions

Data Protection Notification

Dues and Subscriptions - Other Total Dues and Subscriptions

Focus Group

Gifts and Donations Honorarium

Staff wages Total Honorarium

Insurance

Issued Publications

Design

Distribution

Printing costs

Total Issued Publications

Licenses and Permits

Web Site Management

Design

Web Site Management - Other

Total Web Site Management

Licenses and Permits - Other Total Licenses and Permits

Meeting costs

Miscellaneous

Office expenses

Stationery

Total Office expenses  808.96

Making the consumer voice heard and making it count

14

Payroll Expenses

ITIS  6,210.31

Social security  5,001.41

Staff wages  31,610.97 Total Payroll Expenses

Price watch

IT Support

Petrol Price watch Total Price watch

Professional Fees

Legal Fees

Professional Fees - Other Total Professional Fees

Repairs

Computer Repairs Total Repairs

States of Jersey Telephone

Land line Total Telephone

Total Expense