Millions Are Unaware Of Their Basic Rights Says Citizens Advice

Millions of people do not know the full extent of their employment, benefits and consumer rights according to a new National Association of Citizens Advice Bureaux (NACAB)/MORI survey launching in Advice Week September 3 -10 2001.

NACAB/MORI asked a representative sample of 2,010 people a series of six questions concerning their basic rights and more than 56 per cent of respondents got more than three of the questions wrong. People were least likely to know the maximum they could be charged for NHS dental treatment but there was also confusion about the rate of the minimum wage, paid annual holiday entitlement, the minimum income level guaranteed to pensioners and their rights when returning faulty goods.

Only one person in the entire 2,000-person sample got all the questions right. Differences between regions varied on individual questions but people in London were most likely to get more than three questions wrong. (see table)

NACAB chief executive David Harker said: "People today need to know so much more about the numerous policies and regulations relating to their rights often just to claim what is rightfully theirs. This survey shows that, understandably, people don't immediately have all the necessary information to hand and explains why sources of information and advice such as the Citizens Advice Bureau are so essential."

Main findings from the survey show that:

• 42 per cent of people believe the national minimum wage to be higher than it actually is
• 75 per cent of people -including 75 per cent of those aged over 65- do not know how much a single pensioner is entitled to under the government's Minimum Income Guarantee
• Only 7 per cent knew the maximum amount that an NHS dentist can legally charge for a course of treatment
• 57 per cent were unaware that people in full time employment are entitled to four weeks paid annual holiday
• More than half - 51 per cent of people- were unaware that they are entitled to a full refund when purchased reconditioned second-hand goods turn out to be faulty
• Although 59 per cent of people correctly knew that non-payment of a TV licence can result in imprisonment, 8 per cent thought that they could be imprisoned for not paying their credit card bills

David Harker continued: "One of the aims of the CAB service has always been to ensure that individuals do not suffer through lack of knowledge of their rights and responsibilities or of the services available to them. This is why we now offer specialist services and advice on virtually any subject in more places and in ways which respond to the needs of people in an increasingly busy and complex world."

Information on the subjects covered in the survey and in general can be obtained via a local CAB, many CABx throughout the country now deliver advice in places like health centres, hospitals, courts and prisons, libraries and community centres or by accessing Adviceguide, NACAB's on-line information website.

For further information on the subjects dealt with in the NACAB/MORI Survey:

• For advice on the Minimum Income Guarantee contact the M.I.G telephone helpline for pensioners 0800 028 1111.
• The Consumers' Association has published a series of 24 leaflets explaining people's legal rights on everything from welfare benefits and employment to problems with goods and services. These can be obtained from local bureaux, libraries and community centres or by calling the Legal Services Commission leaflet line on 0845 3000 343.
• Local Health Authorities hold lists of NHS dentists and can provide information and charging. Their numbers can be found in local telephone directories.
• Each local authority will have a trading standards department, the next port of call after CABx concerning consumer rights. Their number can be found in the local telephone directory.

Technical details

1. Table

   Region	More than three questions wrong%	More than three questions right%
   National	56	18
   North	53	23
   North West	60	15
   Wales	51	19
   West	61	17
   Midlands	52	20
   East	51	20
   South	52	21
   London	68	10

2. Citizens Advice Bureaux deliver free, confidential, independent and impartial advice from over 2,000 outlets across England, Wales and Northern Ireland. Bureaux belong to the National Association of Citizens Advice Bureaux (NACAB) which sets standards for advice, training, equal opportunities and accessibility. NACAB also co-ordinates national social policy, publicity and parliamentary work. NACAB and each CAB are registered charities and rely on the work of over 21,000 volunteers and almost 5,000 paid staff. Bureaux in Northern Ireland are supported by the Northern Ireland Association of Citizens Advice Bureaux (NIACAB). Bureaux in Scotland belong to a separate organisation, Citizens Advice Scotland.

3. Advice Week kicks off in London's Covent Garden on Monday 3rd September. Free CAB advice on any subject is being offered on board a branded double decker Advice Week bus at Covent Garden's East Piazza on Monday 3rd September from 10am -4pm. This event has been made possible through the support of the National House-Building Council.

Technical details

MORI interviewed a nationally representative quota sample of 2,010 adults throughout GB across 195 constituency-based sampling points from 26-30 July 2001. All interviews were conducted face-to-face, in-home and the data have been weighted to the known profile of the British population.