NCAC NEWS(Vol.25 No.3)
Contents
1. When using indoor play facilities always follow posted signs and use the facility or equipment properly as intended Guardians should also do their best to keep an eye on their children at all times When an injury occurs on indoor play equipment you should immediately notify the facility management about the accident i O NCAC BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN 2 B reful When Using Brush Trimmers W Eaters Accidents Include Severed Fingers and Eye Injuries Product Testing Background Powered by gasoline or electric motors brush trimmers spin metal blades or nylon cords at high speed to cut weeds and grass As they can be easily purchased not only through agricultural equipment stores and home centers but also over the internet brush trimmers have become widely popular gardening tool even among general consumers As convenient as they may be however brush trimmers can cause terrible accidents if not used with care In the five years between 2008 2012 data registered as of April 15 2013 PIO NET has received 160 inquiries including 11 injuries and 23 hazards related to the safety hygiene quality performance and service quality of lawn cutting equipment including brush trimmers Meanwhile the Medical Facilities Network has received reports of 34 accidents caused by lawn cutting equipment including brush trimmers between December 2010 and March 2013 Example Cases of Inquiries amp Co2. Next used our computer to do what he instructed me to then waited It wasn t long before he was remotely operating our computer and the registration was complete When the documents arrived days later we saw that we were signed up for a plan that was 2000 yen more expensive than before We decided to cancel but on the provider s website it said that a termination fee would be charged They never said anything about that This is unreasonable Inquiry from a man in his teens Advice for Consumers Never enter a contract by allowing a sales caller to remotely operate your computer Enter a contract only once you fully understand what it entails If you do not need something just refuse 3 Incase of trouble consult your local consumer center 2 Complaints Soaring Even with Low Fares Problems Regarding L n her B Airlines Overview of Inquiries It has been one year since the official launch of low cost carriers LCC and other such budget airlines Unlike conventional airlines LCCs compete on cheap airfares made possible by limiting the number and type of planes they use and by providing services a la carte and charging for each In step with the expansion increase in LCC airline routes and number of flights local consumer centers nationwide PIO NET have received various inquiries and numerous reports have also been received via the Consumer Trouble Mailbox While many inquiries can be considered the
3. even though parents can go inside too the entrance has no netting and is wide open And nobody is watching after people go inside To me this seems like a safety problem PIO NET received August 2011 five year old boy Case 2 Child in a plastic ball pool for children hits her forehead on the stairs and requires four stitches My child was playing in a plastic ball pool at a facility for use only by children under 120 cm inside a shopping center When she jumped down into the pool she hit her forehead on stairs that were hidden by the balls and required four stitches When contacted the play equipment manufacturer they told me the play equipment was not dangerous It s unconscionable for them to avoid the issue and say the equipment isn t dangerous when a child was actually injured and needed four stitches PIO NET received June 2011 five year old girl Case 3 Child loses four front teeth playing on netted tunnel like play equipment let my five year old son play at the fee charging amusement park at a large scale shopping center He was playing on netted tunnel like play equipment when heard him suddenly crying When got to him found his mouth filled with blood took him to a dentist and had his four front teeth removed because the dentist said they were loose am in contact with the operator about compensation but their response has been poor PIO NET received January 2012 five year old boy Advice for Consumers
4. be handled through remote operation of my computer On the agreed upon day received a phone call from the business operator had previously spoken with started my computer as instructed and remember counting out some numbers from the homepage as directed Other than that did nothing Several days later received a sealed postcard from a provider didn t recognize When reviewed it discovered that my monthly charges were even higher than before and that had been enrolled in a video delivery service and remote services that hadn t requested want to cancel Inquiry from a woman in her 60s Case 2 Inadequate explanation draws minor into a contract We received a sales call about a provider contract My mother was the one who answered the call but she doesn t understand computers So she gave the call to my grandfather But my grandfather didn t understand what the caller was talking about so took the call I m a high school student The contract was not explained to either my mother i O NCAC BR tat 9 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN or my grandfather When got on the phone the caller explained that their lines had reached our area and that we could be registered via remote operation It would lower our monthly charges by several hundred he told me He identified himself as belonging to a major telecommunications company so figured it was alright He asked me my age and told that was a high school student
5. result of inadequate preparation and explanation to consumers on the part of the industry some inquiries have also been the result of inadequate consumer understanding of the differences in service between LCC and conventional airlines and a lack of familiarity with the new system In particular because LCC ticket reservations and purchases are made online troubles have arisen around issues such as hard to understand displays system operation and responses when trouble arises There has also been noticeable trouble related to customer support presumably due to labor saving policies 1 Refers to conventional airlines often called full service carriers FSC that provide familiar fares fees and services 2 By low cost carriers LCC and other budget airlines this public announcement refers to domestic airline carriers whose business compared to conventional airlines is centered on cheap airfares high deployment ratios dependent on vessel concentration and operational efficiencies and a la carte in flight on the ground services and streamlined customer service so called no frills service This definition is based on the publication Trends in the Airline Industry July 19 2012 by the Ministry of Land Infrastructure Transport and Tourism 3 An information collection system created by the NCAC on its website in April 2002 to understand harm to consumers in a timely fashion and prevent similar kinds of harm to consumers f
6. 00 000 yen had been transferred had no recollection of any of this and couldn t understand it After thinking about it for a day indicated to the issuer that wanted to cancel the contract because something was not right about it was told they would process the return of 10 000 000 yen to my account so gave them my account number when they asked for it After that was told that they verified my account with the Financial Services Agency about canceling the contract but there was a problem with the account Unless increased the account balance by 3 000 000 yen they wouldn t be able to transfer the funds When told them couldn t increase the balance by 3 000 000 yen they told me that the police would get involved and might be prosecuted so ultimately got together the 3 000 000 yen Later on because it happened to be a weekend day and couldn t transfer the money to the account they came to my home to collect it in cash When I gave it to him he told me that would be arrested by the police if told anyone so even kept it secret from my husband But my behavior was strange so my husband asked me about it When explained what happened he said I d been tricked want my money back consumer woman in her 60s Advice for Consumers Any strange phone call telling you that your name was used to buy corporate bonds is a fraud Pay no attention and hang up immediately Even if you end up speaking with the busine
7. Q NCAC NEWS From NAVONG M Consumer Alais emer Of Japan Vol 25 No 3 Sep 2013 For further details regarding each topic introduced below refer to the following URL which contains the actual text of the reports released PDF files Japanese only http Awww kokusen go jp news news html NCAC information for consumer I Injury fatal accident p1 1 Child accidents at indoor play facilities within commercial facilities http www kokusen go jp news data n 20130606 _1 htm p3 2 Be Careful When Using Brush Trimmers Weed Eaters Accidents Include Severed Fingers and Eye Injuries http vww kokusen go jp news data n 20130704_1 html II Property damage p5 1 Newsflash Beware Trouble with Remote Operation During Sales Calls from Providers http www kokusen go jp news data n 20130613_1 htm p6 2 Complaints Soaring Even with Low Fares Problems Regarding LCC and Other Budget Airlines http vww kokusen go jp news data n 20130704_2 html p8 3 Beware Schemes Over the Phone that Suddenly Tell You Your Name Has Been Used to Buy Corporate Bonds Deceptive High Pressure Sales Tactics Trick Nervous Consumers Out of Their Money http vww kokusen go jp news data n 20130712_1 html Major abbreviated names ADR Alternative Dispute Resolution NCAC National Consumer Affairs Center of Japan PIO NET Practical Living Information Online Network System l Injury fatal accident hil Inquiry and Complaint Backgr
8. eld was removed a greater amount of grass flew at the user 3 When tangled grass was removed with the motor still running the blades began to spin again as soon as the tangled grass was freed causing potential hand injuries 4 Without the shoulder strap in place it is easy for the blades to strike the user s body if the user tumbles 2 Labeling Research While all products had warning labels on the equipment there were differences in the method and content of the labeling Likewise although all user manuals had warnings about protective clothing kickback etc there were differences in the method of labeling 3 Accessories Research There were brands without shoulder strap attachments and or protective goggles f O NCAC BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN Brands Subjected to Testing Video References High resolution version http Awww kokusen go jo douga 20130704 1 news n 20130704 1 high html Low resolution version http Awww kokusen go jp douga 20130704 1 news n 20130704 1 low html Advice for Consumers Even when working for only short periods of time prevent accidents by wearing proper protective gear long sleeves long pants protective goggles etc as described in the user manual There are hazards specific to brush trimmers including kickback and flying objects caused by the blades Consumers should understand these hazards and use the equipment properly Special care shou
9. hat dealt in regenerative medical devices They offered to send me a pamphlet but I told them I was interested A few days later got another call from Company B this time telling they had bought 10 000 000 yen of Company A s bonds in my name When said that was unacceptable they told me to call Company A to cancel so did But Company A told me there was a cancellation fee of 5 000 000 yen When mentioned this to Company B they told me that the Financial Services Agency was investigating the transaction for insider trading He asked how much money had available and told me not to speak to the police or my husband about it because it would go to court then put together 3 000 000 yen which hand delivered to an employee of Company B at a nearby train station The next day got a call from Company A telling me that the Financial Services Agency had issued a directive to pay an additional 4 000 000 yen so had no choice but to speak to my husband He said it was a scam and we decided to speak about it to the police consumer woman in her 70s Case 3 received a call telling me that my name had been used to purchase unlisted stocks When I tried to cancel the order I was told might be prosecuted Four days ago got a call from a securities firm telling me that some person had used my name to purchase 10 000 000 yen in unlisted stocks from some business Later on got a call from the issuer of the unlisted stocks confirming that 10 0
10. ld be taken when using a brush trimmer for the first time Carefully read the user manual and fully understand how to use the equipment and the hazards entailed Also never use the equipment in ways that were not intended such as trimming tall branches Consider using nylon cutters which do not kick back if you are cutting soft grasses or working around structures Nearby people can be injured as a result of kickback and flying objects Before starting always check to be sure there are no people nearby Also avoid approaching people are operating such equipment Before starting take time to clear away small rocks aluminum cans and other obstructions that might fly out When tangled grass was removed by hand with the motor still running the blades began to spin again as soon as the tangled grass was freed causing potential hand injuries While working if the blades get tangled with grass etc always stop the motor and or disconnect the battery or electrical plug so that there is no risk of the blades accidentally starting Ifyou are not using a shoulder strap and happen to stumble it is very easy for the blades to strike your body and cause you injury Whenever working always wear a shoulder strap that is properly adjusted to your height Consider using a hand tool such as a sickle in areas of poor footing and steep slopes i O NCAC BR tat 9 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN ll Property damage 1 Newsfla
11. mplaints Case 1 Accident caused by the blade while working Two people were working together as a pair One of the pair was operating the brush trimmer The other was using a hoe to lift the grass to make it easier to cut when the blade on the brush trimmer jerked upward and struck his left index finger creating a 4 cm gash along the back of his hand to the joint on his finger occurred April 2011 man in his seventies Case 2 Accident caused by flying debris While working with a brush trimmer a woman got something in her right eye The pain was so severe she was taken by ambulance to the hospital A piece of plant had lodged itself at nearly the center of her right eye She underwent emergency surgery to remove the foreign object and had her cornea sutured occurred May 2012 woman in her sixties Case 3 Accident caused by tangled grass etc in the blade While cutting grass a man s glove got caught in the electric brush trimmer and pulled his hand in The index finger on his left hand was severed as a result occurred October 2011 man in his seventies Test Results 1 Reconstruction Testing 1 When using tipped saws or other metal blades the brush trimmer itself can jerk upward when the right edge of the blade from the tip strikes the ground or an obstruction 2 Depending on the point of impact a plastic test object and aluminum can were capable of flying more than ten meters and striking a user s leg When protective shi
12. ouble occurs consult with your local consumer center O NCAC BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN Bewar hem ver the Phone th nly Tell You Your Name Has Been Buy Corporate Bonds Deceptive High Pressure Sales Tactics Trick Nervous Consumers Out of Their Money Overview of Inquiries Anew deceptive sales scheme is on the rise to trick nervous consumers out of their money by telling them over the phone that their names have been use to buy corporate bonds Using this new scheme a caller will suddenly tell the consumer that their name was used to buy corporate bonds and then direct the nervous consumer to take steps to cancel the order Next as the caller and consumer continue the discussion the caller will try to trick the consumer our of their money by telling them that a cancellation fee is required Some cases also involve scare tactics with the caller describing the purchase as insider trading and indicating that the consumer may even be charged with a crime lt Graph 3 gt Inquiries regarding deceptive high pressure sales tactics that tell consumers over the phone that their names were used to buy corporate bonds 2012 Number of cases 120 100 80 60 40 20 0 S r V Date Total 799 Data registered as of June 30 2013 The number of cases was specially investigated for this report E
13. ound Facilities installed with play equipment such as slides and plastic ball pools indoor play facilities are very popular within commercial facilities as places for children to use their bodies and play At the same however PIO NET and the Medical Facilities Network have received information that accidents have occurred at indoor play facilities including cases of broken bones and other injuries requiring prolonged treatment l O NCAC BRPa ty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN lt Graph1 gt Hazardous Incidents Reported to PIO NET Number of inquiries 10 5 0 a 2007 2008 2009 2010 2011 2012 Fyscal Year data registered through January 31 2013 Example Cases of Inquiries amp Complaints Case 1 Child suffers broken bone when his left elbow strikes a hard surface on a fee charging trampoline in a children s play area let my child play on a fee charging trampoline in the children s play area inside a commercial facility It was a square 3x3 meter trampoline surrounded by a net While my child was playing his left elbow struck a hard surface at the edge of the trampoline He was crying so hard that called an ambulance and had him examined at the hospital They told me his bone was broken and would require seven weeks to heal completely The management company for the play area told me there was nothing wrong with the play equipment itself Still the equipment is for children ages 0 8 and
14. rom recurring _ http www kokusen go jp t_box t_box html BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN O NCAC lt Graph 2 gt Inquiries related to airline services and LCC specific inquiries O Non LCCG Number of inquiries E LCC 1600 1400 1200 1000 2009 2010 2011 2012 Italicized figures indicate the number of airline service related inquiries registered as of May 31 2013 Example Cases of Inquiries amp Complaints Case 1 Mistaken choices easily made due to default settings on the reservation screen made a reservation online After the purchase screen entered the wrong number on the credit card payment screen When returned to the first screen to reenter my information have baggage on the first screen was selected again even though earlier selected not needed for checked hand baggage As a result was charged a fee for something didn t need Although checked hand baggage is an option the default setting for a fixed number makes it easy to make a mistake would like them to improve the system so that make my choice and then confirm it at the end Inquiry from a man in his 50s Case 2 Mandatory costs besides the fare should be clearly displayed LCCs promote their low fares but in reality there are various fees that get applied to the fare in the course of making a reservation At the very least out of these
15. sh Beware Trouble with Remote Operation During Sales Calls from Providers Overview of Inquiries Multiple reports have been received recently of problems regarding provider contracts in which consumers are solicited over the phone and told to follow the caller s instructions on their computers Without fully understanding the situation these consumers allow the caller to operate their computer remotely only to discover later that the caller has enrolled them in a provider contract to which they never agreed Troubling cases such as these are hard to resolve because it is difficult after the fact to verify what was agreed to between the consumer and the operator PC Remote Operation Example 1 Software Internet download OS Om configuration ce 3 Remote operation 2 ID password Their PC A transmission Your PC B 1 Remote operation features provided by the computer s operating system OS or free software for remote operation is downloaded 2 D password necessary for remote operation is transmitted to the other party 3 Once the other party enters your ID password they can now control your computer from their computer Example Cases of Inquiries amp Complaints Case 1 Contract entered into without consent through remote operation received a sales call on the phone telling me could lower my costs by switching providers so decided to switch was told the switch between providers would
16. ss operator never pay them any money Consult immediately with your local consumer center and police Itis always important for family members and other close people to keep a helpful eye on senior citizens O NCAC BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN
17. the mandatory costs that everyone has to pay should be displayed in advance as a minimum total Even though low fares get displayed fees are used to make up the difference feel an issue needs to be made of the high portion of fees relative to the low cost of the fare Consumer Trouble Mailbox man in his 30s Case 3 Conditions not in the contract had to be met to get a refund when canceling a flight after the airline changed the scheduled time reserved and paid for a flight intended to use for a business meeting Afterwards was contacted and told that the flight time had been changed When checked the new schedule saw wouldn t make my meeting But when asked for a refund was told that the change was within three hours of the originally scheduled flight so there would be no refund My flight could only be rescheduled for another one early in the morning or late at night If still insisted on a refund then they would need me to send written evidence that the meeting was being held Neither of these conditions was anywhere in the contract Consumer Trouble Mailbox man in his 50s Advice for Consumers Before making a reservation check how the contract and guidelines differ from those of conventional airlines Verify mandatory costs in addition to the airfare Compare other modes of transportation within the context of your overall travel needs Leave for the airport with plenty of time to spare Iftr
18. xample Cases of Inquiries amp Complaints Case 1 I received a call telling me that securities had been bought using my name and that I should cancel the order myself Aweek ago received a call from unknown securities firm asking if I d received papers or securities from Company A When told them had not and that wasn t interested in any securities they hung up Then today got another call from the same securities firm telling me that they had purchased 10 000 000 yen of Company A s securities in my name Surprised told them it was unacceptable to do something like that without asking me but was told that as the person legally responsible would have to cancel the order the myself immediately called Company A to cancel it but was told they wouldn t know until tomorrow if would go through Worried called the securities firm again and they pressured me by saying the cancellation would be void if spoke with anyone else That scared me so told them was calling the consumer center and hung up What should do next consumer woman in her 60s Case 2 received a call telling me my name had been used to purchase corporate bonds When tried to cancel the order was told a cancellation fee was required got a call from a company Company B identifying itself as a trust company They said they wanted me to purchase i O NCAC BRPaty7 NATIONAL CONSUMER AFFAIRS CENTER of JAPAN corporate bonds for a company Company A t
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