2012 No.2
Contents
1. A JOURNAL ON EDUCATED CONSUMERISM FOR NEW IMMIGRANTS Summer 2012 Sate Shopping Choosing a Bunk Bed Don t be Left in the Dark Coping with Power Outages The Israel Standards Institute A Brief Profile What to Look for When Choosing Glass Doors How to Avoid Credit Card Fraud Health Corner Avoid Food Poisoning Kitchen Safety Pressure Cookers Know your Rights The Patients Rights Law Your Dream Vacation Became A Nightmare Your Guide to the Small Claims Courts Resources DPV ava DIN OVNI NN 11NA7 TN 7AWN N7090 AV O77 OV MITIN T7RIWWiIn O71 JIN 1919T N77 01N17 TX TRAWR DDI IT Ajy7V nyan VIIN7 TXO In n7vAn nyn Yn7 74D NIONI MNI DINA 1117 71N 1y 011 JIWA DT MOr MVIN7 DOWNA 17017 ATN VTD NIIN 2012 NPT No Updated for Summer 2012 PRANTL Se TT Te ee ee 3 A Word from the Editor As smart consumers we all seek to protect ourselves trom shoddy items and trom dangerous products We cannot simply rely on any otticial agency to do it tor us although credit must be given the bodies that do work intensively tor our benefit in ways we may not even be aware But our first defense as always is information This second issue of ConsumerFocus contains tips tor sate purchasing ot household items such as bunk beds surveys your rights as a patient and protiles how to protect yourselt against credit card fraud and damage trom power outages The Ministry ot2. a doctor nurse or any other health care provider may only release medical intormation with the patient s signed permission on a special waiver torm The waiver should indicate exactly to whom the intormation may be given The patient must sign a separate waiver tor each body allowed access to their intormation Medical personnel who violate this Law are subject to prosecution Doctors may however use their judgment in sharing information with a patient s family Parents of minors under the age of 18 are entitled to any pertinent medical information regarding their child and to use that information as they see fit The Law requires doctors to report incidences of specific dangerous or contagious diseases to the Ministry of Health Contidentiality extends to medical records which must be kept in a secure location that prevents any unauthorized access No person may add anything or remove anything trom a patient s medical record once the record is signed and dated Patients are entitled to view sections of their records that contain medical information they are not however always permitted access to sections containing impressions of the caregiver regarding the patient s behavior or other personal notes Patients may request copies of their records but the original records are the property of the health facility The Right to be Accompanied Friends or relatives may accompany patients for treatment Accompanying
3. 12 Conditions of refund of payments in the event that the organizer cancels the tour and the retund procedure 13 Conditions of cancellation on the part of the purchaser including penalty fees 14 A list of agency representatives located at the destinations of the tour including addresses telephone and fax numbers public reception hours and the types of aid they can offer 15 If an unaccompanied minor participates in the tour the agency must provide the parents or guardians with information on how to contact the minor The Travel Agents Association www ittaa org il mazkirut ittaa org il 03 5269104 From Baduk magazine 40 Small Claims Court Your Guide to the Small Claims Court Small Claims Courts Batei HaMishpat LeTviot Katanof hear civil suits for monetary sums not exceeding a set maximum Consumers can file suits in Small Claims Court tor compensation when contracts or terms of sale are violated for the exchange or repair of a product or the cancellation of a transaction You can tile a small claim at the Magistrates Court whose jurisdiction applies to one of the following locations the place of residence or place of business of the defendant the location in which liability was engendered i e the place where a contract was signed the site intended tor the fulfillment of liability the location at which the asset or property was transferred the location at which
4. Search the internet for reviews from other travelers Verity the number of meals you will receive each day Find out what the itinerary will be and which attractions you will visit Check whether the price of the tour covers entrance fees to attractions 4 Verity what the cancellation fees and deadlines are The law requires directs all travel agents or organizations to provide the following information in writing to any person who purchases a travel package 1 The total cost of the package including taxes fees or any other costs that the purchaser must cover in Israel and abroad 2 The currency to which the cost of the package is linked how the exchange rate is calculated and the amount of interest if the payment is made in installments 3 The components of the package including information on services not included in the cost of the package 4 Details of the accommodations and their rating 5 The number of daily meals 6 The itinerary of the tour and the places to be visited 7 Transportation in Israel and abroad including internal flights and ground or water transport as well as the name of the airlines 8 All information relevant to entry into the overseas destinations on the itinerary including intormation on visas entry permits and other requirements 9 Guarantees of security of payments 10 Payment deadlines and conditions 11 The conditions according to which the tour can be cancelled
5. advance The offer was good for two years In addition to the kinds of situations described above the consumer organizations and the Travel Agents Association regularly deal with such common travel related complaints such as overbooked and delayed flights lost luggage and substandard accommodations Overbooked Flights Over the past few years it has become increasingly common for travelers to arrive at the airport only to discover that their flight is already full because it was overbooked Due to the high costs of air transport special legislation permits airlines to overbook flights and to prevent passengers from boarding However the law also entitles passengers to compensation of 50 200 and not less than half the cost of the flight as well as compensation for expenses such as storage of baggage telephones etc upon presentation of receipts Compensation is on condition that the passenger reserved a seat on the overbooked flight and that alternative arrangements can not be made within a reasonable period The airline is obligated to make this information known to passengers retused boarding Note also that the law permits passengers to claim other damages resulting trom being bumped trom an overbooked flight For example a business traveler that suffers financial damage can sue the airline Delayed Flights It a flight is delayed tor reasons that are not the airline s fault such as heavy air traffic or poor we
6. amazement it quickly became clear that their accommodations as well as those of some 13 other group members who had upgraded were no different trom those who had chosen the 3 star accommodations All members of the tour shared the same bus as well as the same hotel which more often than not turned out to be a 3 star establishment Upon returning to Israel irate members of the group who chose to upgrade pointed out to the travel agent that they had paid extra money tor services that they never received and that there was no justification tor charging two different prices tor the exact same tour package The angry travelers claimed that the least that they were entitled to was a retund of the difference 200 per person The travel agency disagreed However in the interests of fairness they offered to refund each claimant 100 on condition that they dropped their claims completely The G family refused this otter and tiled a complaint with the Travel Agents Association The Association investigated their claim and as a result the agency was required to refund the full 200 to each individual plus tiling tees An Odyssey of Aggravation Mrs B and her daughter sued a tour agent tor detective arrangements on an organized tour and for the resultant aggravation The two purchased an organized tour to China Tibet Nepal and India They specitied the places that they wished to visit and stated that they wanted top lev
7. contains a large number of articles containing consumer information in Hebrew Several times a year the Institute offers testing of specific products such as microwave emissions In many cases these tests are free of charge Switchboard Public Inquiries 03 6465154 03 6465130 Public Inquiries Government Ministries Bank of Israel www bankisrael gov il webmaster bankisrael gov il Complaints about Banking Services and Information on Banks Public Complaints Officer Banking Supervision Dept PO B 780 Jerusalem pniyotz boi org il 1212 200680 Fax 02 6669077 Israel Lands Administration www mmi gov il pniot mmi gov il Public inquiries about property registration Main Office 02 6208422 Ministry of Agriculture and Rural Development www moag gov il 02 6290188 moshes moag gov il Complaints about prices of agricultural products Resources Ministry of Communications Bezek Telephone Company 199 Service Center Line Fax 198 Public Inquiries about Cable and Satellite Television 02 6702210 Public Inquiries about the Postal Banks 02 6702237 Israel Postal Authority www israelpost co il Information Line on postal rates postal codes and posting packages 171 Public Inquiries 1 599 500 171 See the website for information on rates to check postal codes for locating branch offices and other information Ministry of Construction and Housing www moch gov il Public inqu
8. determine that products meet necessary standards Results of such surveys are often publicized in the media The Standards Institute offers product testing to the public several times a year tor products such as microwave ovens These tests are often free of charge To find out more visit the Israel Standards Institute website www sii org il 4 FlED o WA e A The Israeli standard teken number 1099 is concerned with the security aspects of glazing in homes including internal doors within apartment buildings balcony and garden doors and roof doors Institute experts recommend using the following types of glass 1 Tempered glass tempered glass zechuchit mechuseme shatters into very small pieces that are less likely to cause injury and do not form sharp shards the way regular glass does when it shatters 2 Layered Security Glass zechuchit bitichut shichva of this type of glass is essentially two sheets of glass with a film pasted between them If this glass is shattered the shards remain stuck to the film without flying about thereby minimizing injury Be sure that your glass doors are insulated to prevent moisture seeping in during the winter and that you can lock them securely Some people put small stickers or other markings on very clean glass doors in order to prevent others from walking into them Credit Card Fraud Protect Yourself From Credit Card Fraud As more people use credit cards
9. for purchasing goods and services the incidence of credit card fraud or abuse is also on the rise You can protect yourselt by taking just a few basic easy steps Your first step in keeping yourself and your credit card secure is to carefully examine each monthly statement and be sure that you recognize all entries If your bank allows access to your account over the Internet it is even easier to monitor your account on an ongoing basis Whenever you pay with a credit card try not to let the card out of your sight For example at the gas station leave your car if you have to in order to supervise use of your card by the attendant When you make a credit card purchase that is charged manually ask tor the carbon copy and destroy it Don t keep your card s secret code anywhere in proximity to the card itself Do not transmit the code to anyone It the worst should happen and someone does gain access to your card there are laws to protect you Familiarize yourself with your rights and don t hesitate to exercise them Here s what every credit card holder needs to know e Notity your credit card company as soon as you realize that someone has been using your card The law protects you from any liability for charges resulting trom abuse of your card once you have notitied the company e fyou cannot immediately notify the credit card company your liability is still limited The law permits a maximum charg
10. or broken eggs e Washing eggs before storing them can cause salmonella bacteria to be absorbed through the shell If you must wash eggs do so immediately prior to use They should be stored in a retrigerator in their original container it possible Store eggs for no longer than 30 days Never used cracked or broken eggs for any other purposes than hard boiling or for baking Excerpted trom the booklet entitled Guarding Your Health in Israel available from the Publications Department See the order form at the back Patients Ric Know Your Rights Patients Rights in Israel The Patients Rights Law 1996 detines the rights of persons requesting or receiving medical treatment and protects their privacy Within the framework of this law are several specitic clauses e The Right to Receive Medical Treatment Any person in need of medical care is entitled to receive it in accordance with accepted conditions and arrangements tor providing medical services in Israel In emergencies patients are entitled to urgent care without any preconditions The Law forbids caregivers or medical institutions to discriminate against patients on the basis of religion race gender nationality country of origin or tor any other reason e The Right to Privacy The right to privacy protects patients from any damage that could result if their medical details were made known for example to an employer Accordingly
11. persons may not interfere in any way with the treatment The Right to Receive Medical Care with Dignity The Law ensures that patients be treated with dignity and respect The Right to Refuse Medical Treatment There are no legal means by which to compel a person to accept unwanted medical treatment A patient who wishes to refuse treatment must sign a waiver releasing medical statt trom liability This right does not always apply to psychiatric patients or to other patients who may not be capable of authorizing treatment The Law does however restrict the medical establishment from unjustified use of its authority to curtail the private freedom of psychiatric patients In emergencies when patients may not be able to consent to treatment due to their physical or mental condition emergency room staff can sign a form authorizing emergency life saving treatment Patients Ric Complaints and Legal Claims The Public Ombudsman netziv kvilot hatzibur ot the Ministry of Health is responsible tor handling public complaints and inquiries Any person has the right to file a complaint Situations that could justity a complaint include retusal to register a person in a health tund limiting their registration through specitic conditions or payments or cases in which a health tund retuses to provide a service specitied as part of the Basket ot Health Services The Ombudsman is authorized to recommend appropriate measures to
12. the act or oversight for which the claim was filed was committed You can obtain claims torms ktavei tvia and statement of defense forms ktav hagana free of charge at the Court Secretariat office of any Small Claims Court You can also download them from www court gov il The tee for tiling a claim is a percentage ot the monetary amount of the claim You must pay the tee by purchasing and affixing income stamps bulei hachnasa to the form You can purchase income stamps at any post office branch Be sure to attach any documents that support your claim to the form including receipts protessional opinions and appraisals and prior correspondence Make sure that the defendant is a legal entity i e an individual or a corporation Write the tull name and address of the person or company clearly and precisely If possible indicate the individual s father s name and identity number mispar zehu You need to submit at least three copies ot the claim sheet to the Small Claims Court You retain one copy and one is sent to the detendant Ensure that your copy is stamped received nitkabel and dated For each additional defendant or witness you will be required to submit an additional copy of the form You must attach copies of all of your supporting documents to each copy of the form On the day of your court proceedings bring all relevant documents as well as any witnesses If you summon a witness to testif
13. 03 5793337 Women Against Offensive Advertising Contact the Israel Women s Network www iwn org il office iwn org il Activists identify and respond to advertisements that are offensive or harmful to women and girls They send letters and apply public pressure on the advertisers to remove the offensive advertisement 8 Rehov Hata ash Ramat Gan 03 6123990 Other Available Publications The following booklets are available from the Publications Department To order simply indicate the booklets you wish to receive and return the order form to the Publications Department English Section Ministry of Immigrant Absorption 15 Rehov Hillel Jerusalem 94581 The publications will be mailed to you free of charge Guide for the New Immigrant The Absorption Basket Absorption First Steps Employment Education Guarding Your Health in Israel A Guide to Services for the Disabled A Guide to Transportation in Israel A Guide to Ulpan Study Health Services in Israel Housing The Lite Cycle in Israel Military Service National Insurance Institute Retirees Accountants Artists Writers and Athletes Computer and Hi Tech Protessionals Engineers and Architects Lawyers Medical Protessionals Nurses Psychologists Scientists and Researchers Social Workers Teachers Assistance to Victims of Enemy Actions Registering for a Health Fund Information tor Olim Newspaper NOOO OUOOUOOODUOOUODOOOOUOOOUOOOOOUOOO0UOD Shiluv
14. Health otters advice on preventing tood poisoning and Baduk Magazine explains what to do when you finally try to get away trom it all and your dream vacation becomes a nightmare Happy Consuming Laura Woolf Editor ConsumerFocus Magazine Choosing a Bunk Bed Bunk beds are a popular Israeli solution to the problem of fitting many children into tew bedrooms The market offers many types and models of bunk beds both locally made and imported But whatever your taste and budget keep in mind that a poorly made bunk bed is not just a bad investment it can be extremely dangerous the risks range trom trapping a child s head or limbs between the slats to complete collapse of one or more of the bunks Any bunk bed sold in Israel must receive a quality assurance fav teken trom the Israel Standards Institute Before purchasing a bed ask to see up to date certification trom the Israel Standards Institute that the bed meets all satety and quality requirements What else should you look for in a bunk bed The Israel Standards Institute recommends the following Quality materials wood or wood based materials Uniform structure sides and edges made of one piece Security rails on upper bunks on all four sides They should be no lower than 60 75 millimeters A sturdy ladder that is securely tastened to the bed Be sure to check the strength of the trame and connecting hardware Do this both when purchasing the bed
15. Immigrant Absorption 15 Rehov Hillel Jerusalem 94581 All rights reserved www klita gov il e mail into moia gov il 0116212020 0 pn NZWN O OTNN T 7Y OOTIN
16. Magazine Name Address Postal Code Y Date A moment of your time In order to improve the level and usetulness of the material presented in this booklet we would appreciate it if you would answer the following questions 1 Where did you get ConsumerFocus Magazine Q Airport Ministry of Immigrant Absorption O Other specify 2 To what extent did this booklet provide you with the information that you needed 1 is the lowest rating 5 is the highest rating 1 2 3 4 5 Comments 3 Please rate the following areas trom to 5 5 being the highest rating Q Clarity of the Text 123 45 Q Sufficiency of Details 12345 Q Design ot the Brochure 12345 Q Usefulness of the Brochure 12345 4 We would appreciate the following information for statistical purposes Profession Gender MU F U Age Country of Origin Year ot Aliyah Place of Residence Date Please send the completed questionnaire to the Ministry ot Immigrant Absorption Publications Department English Section 15 Rehov Hillel Jerusalem 94581 or by tax to 02 6241585 You can also place this questionnaire in the public suggestions box at an office of the Ministry of Immigrant Absorption nearest you Thank you for your cooperation Best wishes for an easy and successful absorption ADAN AT 117W T 2Y poln DIONO YT QAX n 2yn NO 72p TAWYN 94581 D WIN 15 770 MM NNIMYW NPIDTN 7D Produced by the Publications Department The Ministry of
17. all bodies relevant to the complaint It you feel that a health care provider has treated you improperly you can submit a complaint to the medical director or administration of the relevant institution File complaints against a health fund doctor to the supervising district doctor rofeh mechozi Many of the hospitals have public complaints departments You can submit your complaint in writing or in person Include as many relevant details as possible Legal suits as opposed to complaints are warranted when a patient or family member seeks compensation for harm incurred as a result of medical treatment Lawsuits can be justitied in cases when damage results trom violation of contidentiality treatment given without the consent of the patient contraction of contagious ailments resulting trom of poor medical or hygienic conditions and medical malpractice It is up to the claimant to prove a connection between the treatment and the damage Note that while Ministry of Health regulations specify that patients sign a consent form for treatment it is Uncommon to sign for treatment in a clinic or private physician s office The patient s appearance at the clinic is regarded as consent to treatment and a verbal agreement is generally sutticient The National Health Insurance Public Ombudsman kvilot moh health gov il 29 Rehov Rivka Jerusalem 6800 Fax 02 5655981 For public inquiries in situations of refusal to register a per
18. and on a periodic basis following purchase Be sure that the bed comes with clear user instructions Be sure that the surtace underneath the mattress allows tor some air circulation A completely sealed bottom is forbidden for USE Be sure that the surface supporting the mattress is securely fastened and stable It should not wobble or move Be sure as well that the distance between the bottom support and the bed frame is not more than 25 millimeters The Israel Standards Institute A Brief Profile The Israel Standards Institute Machon Hatekenim HaYisraeli is Israel s official watchdog responsible for preparing and publicizing standards for commercial and industrial products Grounded in The Standards Law 1953 the Institute determines quality standards for both domestic and imported products At the same time The Institute represents Israeli interests to international standards bodies Together with the Ministry of Trade Industry and Labor the Standards Institute conducts quality Consumer Bulletin What You Need to Know About Glass Doors Both esthetic and practical glass doors are common in many Israeli homes and apartment buildings But wary consumers should be aware that according to the Israel Standards Institute over the past years the number of injuries and even fatalities has been climbing as a result of faulty installation of glass doors 6 checks in shops and stores in order to
19. ate all three parties to compensate you The consumer organizations also point out that if your luggage contains an item of unusual value for example an Oriental carpet it is a good idea to notity the airline when you check in and to arrange tor special insurance This helps you to avoid the problems of limited compensation trom the airline Unsatisfactory Hotels Some travelers rate a good hotel as one of the key tactors of a vacation and consider comfort and indulgence a necessity Others see a hotel as a place to put their head down at night and don t really care about the frills as long as the place is clean and quiet or is conveniently located Travel agents can claim that they are not responsible tor any detects in a hotel and that a disgruntled guest should claim any damages against the hotel But this is not always the case If the travel agent was incompetent in making your arrangements and books you into a hotel known to be substandard this can be regarded as a violation of your agreement and you could justitiably tile a suit For example if you have been guaranteed a four star hotel and you tind yourselt staying in a three star establishment or in one without a pool and exercise room even if they have been promised it is your right to transter to a better hotel and to claim damages trom the party responsible tor violating the agreement In other cases you can ask the hotel to upgrade your conditions F
20. ather conditions the airline is not responsible for compensating passengers However if the delay is the fault of the airline the airline is obligated to pay compensation Losing your Place on a Chartered Flight The law prohibits organizers of chartered flights trom selling one person s seat on a flight to another passenger for a higher price If a charter company is forced to cancel or delay a flight because there are not enough passengers or to combine one flight with another resulting in a loss ot services that passengers were to have received the passengers are entitled to compensation tor those services Lost Luggage If a passenger s luggage is lost or damaged during a flight the airline is responsible for paying compensation The law limits the amount of compensation to some 20 per kilo The airlines themselves will often claim that the airport ground service luggage handlers are responsible for any lost or damaged luggage The law requires service companies to take measures to ensure luggage at the airport To minimize your risks be caretul to hold on to your luggage claim ticket and immediately report any lost luggage to the airline Be sure to ask tor contirmation of your lost luggage report If you tile a claim for compensation you should tile it against the airline the ground services company and the Your Dream Vacation airport It it is not clear who was responsible tor the loss the court may oblig
21. certiticates burial licenses and other documents by telephone Population Administration Public Inquiries 02 6294701 Head Office 6 Rehov Misillat Yisharim Jerusalem Fax 02 6294750 The Ministry of National Infrastructures www mni gov il pniot mni gov il Public inquiries about quality price and distribution of fuel Public Inquiries and Information pniot mni gov il 04 8660189 The Ministry of Tourism www tourism gov il You can submit complaints about hotels or other tourist services to the Ministry s main office or through their website 5 Rehov Bank of Israel Jerusalem 02 6664200 The Ministry of Transportation and Road Safety www mot gov il 5 Rehov Bank of Israel Jerusalem 94340 02 6663222 3333 03 9545400 Fax 03 9545450 Public Inquiries tlunot mot gov i Computerized Intormation Center of the Ministry of Transport For all questions regarding issuance and renewal ot drivers licenses and vehicle administration 1 222 56 78 5678 Public complaints about public transportation buses and taxis 5 Rehov Bank of Israel Jerusalem Fax 02 6663199 8 Rehov HaMalacha Tel Aviv Fax 03 5657216 15 A Sd Palyam Haita Fax 04 8632029 Resources You can also submit complaints via the Ministry website Municipal Authorities 105 6 7 Public inquiries about water supplies and water pressure pipe damage environmental pests and other intrastructure is
22. d in Chengdu a local tourism representative was to have met them with plane tickets and entry permits tor Tibet This was news to the tourist bureau in Chengdu which had never been intormed of this arrangement A telephone call to the agency s main oftice in Beijing revealed that not only were the local agents never meant to supply the tickets and documents they were not even authorized to do so A full day was wasted in phone calls between China and Israel trying to make arrangements that were already supposed to have been in place Upon arrival in Nepal Mrs B and her daughter soon discovered that there too their arrival permits had not been arranged resulting in Your Dream Vacation more wasted time arguments and even having to pay a fine To add insult to injury the local representative that did meet them had no intention of helping with their luggage The guide that had been booked for them tried to extort more money each time he was asked to fulfill any of his obligations Mrs B s letter of complaint detailed many more such incidents As a result of her complaint to the Travel Agents Association the Israeli travel agency compensated Mrs B and her daughter with a tree 11 day trio to Thailand as well as a 50 discount for an additional person joining them The trip included round trip airfare internal flights and four star accommodations Mrs B was permitted to choose her preferred dates of travel 30 days in
23. e Experts from the Israel Standards Institute recommend the following e Whenever you purchase a pressure cooker be sure that it meets all requirements of the Israel Standards Institute and that it has updated satety certitication trom the Institute e Be sure to keep the stopper clean and tree of obstructions Purchase replacement parts from an authorized importer or dealer only Make certain that your pressure cooker is accompanied by detailed instructions for use Do not buy a pressure cooker with any kind ot defect Check that all pieces match the illustrations in the user manual At the end of cooking be sure that all the steam has been released before opening the pot Do not put your hands or face directly over the pot when releasing the stopper in order to prevent paintul steam burns Kitchen Safet Health Corner Avoid Food Poisoning Advice from the Ministry of Health on how to avoid food poisoning Even the most caretul shopper or diner is not immune from the risks of contaminated food and food poisoning Bacteria that cause food poisoning are found on all types of uncooked food including raw meats eggs fruit and vegetables If you experience symptoms of food poisoning including nausea stomach pain diarrhea and fever consult your doctor for treatment as soon as you can f you can trace your poisoning to an identifiable source such as a restaurant you should inform the Ministry of Hea
24. e agent was extortionate and provided A G with written authorization of the hotel s regular price According to the exchange rate at the time the difference between the price that A G was charged and the actual price of the room was some NIS 836 which in A G s opinion was completely unjustitied He accordingly requested a refund of the difference trom the travel agency The agency in its defense claimed that it had booked the room through an intermediary agency that processed the reservation and determined the price In the tirst agency s opinion the price disparity was the responsibility of the intermediary agency A G turned to the Israel Consumer Council which then requested the first agency to produce a receipt testifying to the transaction between them and the intermediary agency they were told that no such receipt or any other documentation was available Further inquiries vindicated A G s claim and the first agency was obligated to refund the difference in prices together with interest and cost of living adjustments A Four Star Scam The G family purchased an organized tour of Ireland and Scotland When they booked the tour the travel agent offered the option of paying Your Dream Vacation the basic tour price tor 3 star accommodations or an upgrade to 4 star accommodations tor an extra 200 per person in a double room The G s opted to pay extra tor the upgraded accommodations To their
25. e of NIS 75 NIS 30 per day at the time of publication check with your credit card company tor updated information following discovery of fraudulent use of your card until you notify the company or alternatively the amount accrued by the fraudulent use of the card whichever charge is the lower of the two In any event you cannot be held liable for more than NIS 450 The bank must credit your account tor funds that were traudulently withdrawn within 30 days If the bank or credit card company refuses to compensate you or credit your account consult with one of the consumer protection organizations for assistance See the Resource Guide for details Remember the law unequivocally states that you cannot be held liable for fraudulent use ot a card tor theft of a card or tor abuse ot a card Kitchen Safet Kitchen Safety Pressure Cookers Pressure cookers are a great way to prepare food quickly and preserve the nutritional value of cooked food A pressure cooker operates on the simple principal of trapping steam inside the pot hastening the cooking process by significantly raising the temperature Since the food is cooked quickly it tends to retain a high rate of vitamins and minerals At the end of cooking the pot will whistle and release steam through a special stopper The nature of the presser cooker method means that proper care and handling is necessary in order to avoid accidents and damag
26. el accommodations The agent was responsible tor arranging flights hotels tours with local guides train transport visas and entry permits and local representatives who would meet them on arrival and transport their luggage According to Mrs B and her daughter thanks to the travel agent s incompetence they experienced a series of unnecessary problems and aggravation during every part of their trip forcing them to waste valuable time trying to clarify and arrange matters that were supposed to already have been organized and completed Take tor example their arrival at the airport in Beijing where a local tourism representative was to have met them transported them to their hotel and arranged for tours of the city Despite the tact that the time of their flight s arrival was known and even listed in the itinerary provided by the travel agent in Israel no one was there to meet them in Beijing Finally having grown tired of waiting and searching they telephoned the local travel bureau which explained that their representative had waited to greet them the previous day which was the date the Israeli agent had notitied them they would arrive Mrs B was further upset that the full day tours ot Shanghai and Sichuan that they had been promised turned out to be only half days The agreement that someone would meet them at the train and help with their luggage was never fulfilled either When Mrs B and her daughter arrive
27. ioned bus or a specific number of meals and these items are not in fact provided or if a visit to a promised attraction does not take place because the guide tailed to secure tickets the organizer can be considered in breach of contract and is liable tor compensation Be sure to save all copies of documents relevant to your trip timetables receipts etc as well as all guarantees trom the tour organizer Poor Airline Service Regulations regarding airline security are very strict Pleasant behavior and efficient service are a requirement of a flight attendant s job Your Dream Vacation Any time however that a flight attendant asks a passenger to return to their seat turn off an electronic device or to fasten a seatbelt they are fulfilling a necessary and important safety function Nevertheless if an attendant speaks rudely or aggressively or behaves discourteously the passenger may file a complaint with the airline Protect Yourself Before spending money on a tour package keep the following tips in mind 1 Before making any payment make sure that the agency provides you with written details of your package 2 Check that the quoted prices include such items as port taxes levies visa tees etc 3 Find out whether the price you are paying is linked to dollars Euros or other currency and tind out how the price is calculated Try to investigate the accommodations being ottered and how they are rated
28. iries about housing assistance 02 5847549 1 599 505 404 Telemesser Public Inquiries Registrar of Contractors Public inquiries about contractors listed in the Register on issues of faulty construction work delays etc 02 5847847 Fax 02 5847148 The Ministry of Health www health gov i 2 Rehov Ben Tabai POB 1176 Jerusalem 02 6705705 The Ministry of Immigrant Absorption www klita gov i into moia gov i National Telephone Information Center 03 9733333 02 6752765 Public Inquiries Southern and Jerusalem District Headquarters 31 Rehov Zalman Shazar 08 6261216 Beer Sheva Haifa and Northern District Headquarters 15 Rehov HaPalyam 04 863111 6 Haita Jerusalem District Office 15 Rehov Hillel 1 599 500 923 Fax 02 6241585 Publications Department Tel Aviv and Central District Headquarters 03 5209112 6 Rehov Esther Hamalka Tel Aviv Resources Rehov Alchadaf Tiberias 04 6710300 52 Rehov HaPalmach Tzfat 04 6994222 National Food Service Sherut Mazon Artzi pniot hazibut tcs health gov il 14 Rehov HaArba a Tel Aviv 64739 03 5634706 The Ministry of the Interior National Telephone Information Center Public Inquiries into moin gov i 3450 02 6294750 The Telephone Information Center provides information on Ministry of the Interior services service locations and required documents You may certain services including birth
29. lth see the Resources Guide You can avoid food poisoning at home by following Ministry of Health guidelines tor proper handling and preparation of food e Be sure to store all food properly Your retrigerator thermostat should read at least 5 9 degrees Celsius e Meat chicken and fish that will not be eaten within two days of purchase should be frozen e Thaw frozen meats and fish in the refrigerator or in the microwave e Always wash your hands before and after handling food e Have separate work areas for raw foods and foods that are ready to eat e Be sure that food is cooked thoroughly and served hot If you can keep your hand on the pot handle for more than a few seconds it is not hot enough e Store dry foods flour rice pasta etc in airtight containers made of hard plastic or glass Do not use plastic bags as all kinds of pests can easily chew through them Store your containers on high shelves Be sure to check items tor the presence of bugs and other contaminants before use Beware of purchasing improperly stored toods e Eggs that are improperly handled or stored can cause salmonella poisoning Babies and the elderly are particularly at risk Be sure to buy eggs only trom air conditioned shops that sell the eggs in closed disposable containers Check that the eggs have a stamp that indicates the name and address of the processing facility grade of the eggs and sell by date Avoid purchasing cracked
30. nter of the meat packing district Okay there was a pool just like you wanted Too bad that no one told you it hasn t been filled yet At least the meals were slimming they were never served And the air conditioned car you arranged to rent came fully equipped with paper fans What can you do besides laugh it off and hope for a better time next year The fact is that you do have rights and there is something that you can do besides gnash your teeth If your vacation is ruined because of a failure to honor commitments poor service or intringement of your rights you should consult with one of the consumer organizations as well as the Travel Agent s Association which was set up to help deal with consumer issues Following is just a sample of some of the cases that have been successtully resolved The Price Was a Snow Job A G booked a week long ski vacation in the Italian Alps as well as four nights in Frankturt through a travel agency in Israel According to the agency s brochure the Frankturt hotel charged 106 per night for bed and breakfast The travel agency also added a service tee of 50 for reserving the room To A G s surprise upon arrival at the hotel in Frankturt he discovered that according to the reception manager the price of a room was only 37 Euros about 49 In other words the agency charged A G more than twice the regular price The reception manager agreed that the price charged by th
31. or example if you were guaranteed a room on a specific floor a room with a view or a non smoking room and you do not receive it you are within your rights to ask the hotel to make the necessary adjustments Unsatisfactory Tour Guides Your tour guide is a key element in an organized tour Agood guide who is triendly and informative can help smooth many of the rough edges of an organized trio and make it a success On the other hand even it you do not personally hit it off with your guide as long as his professional knowledge meets a reasonable standard you don t really have a basis tor complaint But if the guide is incompetent or unknowledgeable or runs the tour in a defective way and provides substandard service you are entitled to file a claim tor compensation Dissatisfaction with a Tour A successful tour is the result of many factors all working together and when someone claims they are not satistied with a tour they need to be specific If your fellow travelers are unpleasant there is little you can do It is not the tour organizer s tault or responsibility when other people talk too much or are consistently late tor the bus Inclement weather or strikes at a location on your itinerary are untortunate but again not the organizer s responsibility On the other hand toul ups that the organizer is responsible for can justify a claim for compensation For example if the organizer promised an air condit
32. rption does not recommend or endorse any particular body or service It is up to each individual to investigate and decide upon the most appropriate source of assistance The Director of Consumer Protection Ministry of Industry Trade and Labor Hamemuneh LeHaganat HaTzarchan www tamas gov il consumerprotection moit gov il The Director ot Consumer Protection is responsible for entorcing the Consumer Protection Law of 1981 This includes prohibitions against misleading consumers against exploiting consumers in distress and against misleading advertising The law also applies to consumer intormation regulation of advertising directed at children regulation of product labeling and protection against fraud in door to door sales sales of vacation apartments and sales by telephone or other electronic means 5 Rehov Bank ot Israel 02 6662590 Jerusalem 94190 The Israel Consumer Council www consumers org i moatza consumers org il The Israel Consumer Council was established by the Ministry of Industry and Trade in order to protect consumer rights and respond to individual consumer complaints PO B 20412 Tel Aviv 61200 03 6241035 Israel Electric Company Hotline 103 WWW iec co il The Israel Standards Institute www sii org il vered sii org il The Israel Standards Institute formulates standards for a variety of products and tests products manufactured both locally and overseas The Institute s website
33. son in health fund limiting registration through special conditions or payments or cases where a health fund refuses to provide a service specitied by the Government as part of the Basket ot Health Services 02 5681318 Fax 02 6725836 Public Inquiries pniot moh health gov For public inquiries regarding physicians and dentists the Freedom of Information law and other inquiries that are not related to the National Health Insurance Law Da at Public Health Information Center www hadassah org il hadassa Heb SubNavBar Departments services Daat daat yadsarah org il Da at offers health information services about medical conditions medications treatments and other issues Beit Yad Sarah 124 Sd Herzl Jerusalem 02 6444500 Society for Patients Rights in Israel www patients rights org info patients rights org il The Society accepts inquiries and complaints about patients rights and provides intormation Services PO B 6623 Tel Aviv 03 6022934 Fax 03 6021878 Tzvi Health Consumers Organization www eshnav co il zvi zvi eshnav co il Tzvi serves as an umbrella organization for all patients and their tamilies RO B 6887 Ramat Gan 03 5252288 Your Dream Vacation Your Dream Vacation Overseas Became a Nightmare Here s what the Law Has to Say Your travel agent promised you a hotel right in the center of things And you got one right in the ce
34. sues The Public Ombudsman of the State Comptroller s Office 02 6705111 www mevaker gov mevaker mevaker gov il Public inquiries regarding government services the Postal Authority the State Lottery universities and other public bodies 12 Rehov Omar El Kayam Hadar Hacarmel Haita POB 4394 31043 04 8604444 Fax 04 8604446 12 Rehov Beit Hadtus Givat Shaul Jerusalem POB 669 02 6665000 Fax 02 6665204 19 Rehov HaArba a Tel Aviv POB 7024 61070 03 6844000 Fax 6851512 8b Rehov Henrietta Szold Beer Sheva 08 6232777 Fax 03 6851512 Non profit and Voluntary Organizations The following organizations accept public complaints and offer advice and assistance with consumer issues When contacting an organization be sure to have all relevant documents including agreements receipts and any written communication with the company merchant or corporation Consumer Protection Authority of the Histadrut 93 Rehov Arlozorov Tel Aviv 03 6921235 Emun HaTzibur www emun org Emun Halzibur strives to make information available to the public about the reliability and quality of services and products conformity to laws customer service etc Israel Consumers Association Independent 35 Rehov HaMelech George Tel Aviv 03 5285228 Fax 03 5259332 Israel Consumers Council www consumers org il Tel Aviv 03 6241034 Religious Consumers Organization PO B 69 Bnai Brak
35. y who retuses to appear you may obtain a subpoena that will require that witness to testity Neither the plaintiff nor the defendant is entitled to representation by an attorney or any other envoy betore a Small Claims Court Parties are tree to seek legal counsel betore the proceedings and an attorney may assist in the preparation of claims and statements ot detense You can appeal a verdict of a Small Claims Court within 15 days Send your appeal in writing along with a copy of the verdict to a District Court judge In order to implement a court decision send the liable party a written request tor the compensation ordered by the court be sure to retain a copy for yourselt If the liable party ignores the request or refuses to pay you may open a tile for enforcement of a court ruling Bring a copy of the verdict certitied by the court that handed it down to an Enforcement Bureau Lishkat HaHotza a LePoal Fill out a form detailing the liable party and the steps you would like taken against them You must also pay a fee which is added to the compensation already awarded you along with any other expenses involved in enforcing the verdict See also Know Your Rights The Hotza a LePoal ConsumerFocus 6 Summer 2010 The Hotza a LePoal www eca gov il Information Line 35592 Resources This directory is a general guide to the resources that are available to consumers Note that the Ministry ot Immigrant Abso
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