Saturday July 4, 2020

Why reality doesn't always live up to expectations

There needs to be a balance between resolving individual issues and identifying why they happen, writes Karen O'Leary.

30th March, 2014

As chief executive of the National Consumer Agency the question I get asked most often is ''what are the big consumer issues today?' With a database containing information from tens of thousands of consumer queries which our teams use to identify and respond to problems, we can answer this. However, I believe in order to effect meaningful change for consumers we must also understand why things go wrong.

This means looking beyond the individual...

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