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Contents INTRODUCTION Page 3 CHAIRMAN’S STATEMENT Page 4 CHIEF EXECUTIVE’S STATEMENT Page 5 BOARD MEMBERS AND SENIOR EXECUTIVES Page 11 PILLAR ONE-ENFORCEMENT Page 12 PILLAR TWO-RESEARCH AND ADVOCACY Page 28 PILLAR THREE-INFORMATION AND AWARENESS Page 37 CORPORATE GOVERNANCE Page 46 APPENDICES Page 49  Introduction The National Consumer Agency was set up on 1st May 2007. This Annual Report sets out the activities of the Agency for the period from 1st January to 31st December 2009. The Board is pleased to submit to the Minister for Enterprise, Trade and Employment the 2009 Annual Report in accordance with Section 22 of the Consumer Protection Act 2007. Stephen Costello Ann Fitzgerald Chairman Chief Executive Chairman’s Statement The economic downturn of recent times has thrown up many challenges for consumers in Ireland. Harsher trading conditions have forced many retailers to revisit their offerings, whilst job losses and downward pressure on household incomes have meant that consumers are being driven to examine their finances and spending habits more closely than at any time in the past decade. The old proverb says that it is an ill-wind that blows no good, but 2009 was a difficult year both for the business and consumer communities, and the National Consumer Agency stood at the eye of the storm. The Agency continued its strong focus on driving a fair deal for consumers during 2009 with significant outputs both from a commercial practices and a consumer communications perspective. Legislation to give effect to the intended amalgamation with the Competition Authority is being drafted by the Department of Enterprise, Trade Innovation. This is complex. In June 2009 it was announced by the Minister for Finance that the Consumer Information and Education functions of the Financial Regulator would be integrated with the NCA’s broader consumer remit and active p