If you have issues viewing or accessing this file contact us at NCJRS.gov. / A !?~ liD 1j ~ \ ~~~~~~~ , ERNME , 'l , --~ --~--- ---- ----------------- -------------------------:;~ .. ---"'----,-.---"-" ,-,--------~-- ..--------- Consumer's Resource Handbook PUblished by Virginia H. Knauer Special Assistant to the President and Director U.S. Office of Consumer Affairs Prepared by: 1 ;r.' .::;' Anna Gen~' BarneN C -\1 l'E3l 'e:'::i Dan Rumelt Anne Turner Chapman td) JF~ i;;J), Juanita Yates Roger Goldblatt g;tj 1~ i~ iA~H1.f€fJnt~fl.19N s " Evelyn Ar,pstrong Nellie lfegans [;::;, Elva Aw-e-' .. Cathy' Floyd Betty Casey Barbara Johnson Daisy B. Cherry Maggie Johnson Honest transactions in a free market between Marion Q. Ciaccio Frank Marvin buyers and sellers are at the core of individual, Christine Contee Constance Parham community, and national economic growth. Joe Dawson Howard Seltzer Bob Steeves In the final analysis, an effective and efficient I' system of commerce depends on an informed :,; and educated public. An excerpt from President Reagan's Proclama· tion of National Consumers Week, Ap~~jl 25- May 1, 1982. September 1982 U.S. Department of Justice National Institute of Justice This docl.ornent has been reproduced exactly as recei~e? from the person or organization orlqinating it. Points of view or opInions stat~d in tt;>is document are tho'se of the authors and do not nec~ssanly represent the official position or policies of the National Institute of Justice. Permission to reproduce this ~ed material has been \' granted by ~bl;c Domajn II.S. Office of Consumer Affairs Additional free single copies of the Consumer's Resource Handbook may be obtained by writing to Handbook, , to the National Criminal Justice Reference Service (NCJRS). Consumer Information Center, Pueblo, Colorado 81009. , Further reproduction outside of the NCJRS system requires permis­ sion of the ~ owner. o ... w . "'.' ---------~-------,~-- , 1. ' ii' THE WHITE HOUSE , I Table of Contents " I. WASHINGTON Page Dear Consumer: How to Use This Handbook ......................................................... iv I Section I: Complaii'!~ Handling Primer .......................... 1 Shopping in America can be an exciting and Sample "Complaint Letter" ......................................................... 2 l rewarding experience. The wide choices open to us Sources of Help. 3 I as buyers excite the eye, show how productive we are as a nation, and serve as testimony to the Section II: Consumer Assist\~nce Directory ..................................................... 7 . if , improvements that have taken place in our market­ Listing of Federal Offices and Trade Associations by Topic .............................. 9 place. Ffrderal Agencies and their Regional Offices. .. .. 21 We expect all our marketplace transactions to Fl',ederallnformation Centers .........................................•.............. 31 meet our expectations-and most of the time they S'6:-:vices for Handicapped Persons .. .. 33 do. However, there are occasions when they do not State and Local Consumer Protection Offices ......................................... , 37 because of anything from faulty design to poor State Commissioll§tand'bffices on Aging ............................................. 55 quality to inadequate packaging to nondelivery. State Banking Authorities .......................................................... , 59 Quite naturally, we want to be spared from as State Insurance Regulators ......................................................... 61 many of these disappointing experiences as possi­ State Utility Commissions .......................................................... 63 ble: they take time, they waste money, and they State Weights and Measures Offices ................................................. 65 certainly are inconvenient. Better Business Bureaus ........................................................... 69 ~ .• The best consumer strategy is to shop carefully. Corporate Consumer Contacts ...................................................... 73 By' shopping wisely we prevent problems from Automobile Manufacturers Consumer Contacts ....................................... , 85 occurring. One preventive measure is to buy from a reputable seller. Sometimes this is relatively sim­ to the local dealer have failed. All o'f these orga­ ple: we know the local merchant or mechanic; he ni(~tions have complaint-handling systems and the Note: The names, addresses, phone numbers and office descriptions presented in this publication have been ~ J) or she has a good reputation. The same holds true Handbook directs you to sources of help for your thoroughly checked. However, because of new legislation or reorganizations implemented after this printing, it with regional and national dealers. Thus, we know individual problem. is possible that some information may no longer be current. We regret any inconvenience this may cause. ORe key to defensive buying-reputation-and we In many ways, America's marketplace improves know another-the warranty. We should always each year. Better public and private complaint remember: the better the warranty (from a reputa­ systems are part of that improvement. They dem­ ble dealer), the better the consumer protection. onstrate that business and consumers can work But when something 'goes wroqg, we should together to remedy problems and by continuing to show patience and understanding', even though our do so we will have ,In even better marketplace tempers may motivate us in another direction. I tomorrow. / know from years of experience that calm voices Sincerely, generally solve problems more effectively than loud ones. So, the first thing we should do is go back to the point of purchase and calmly discuss the matter. Generally, this is the only step we have to take. Still, there will be times when this fire.t step does not solve the problem, and we will have Virginia H. Knauer to turn to other alternatives. That's what the Special Assistant to the President Consumer's Resource Handbook is all about-it and shows you private, state, and Federal resources Director, United States available fo solve problems when direct attempts Office of Consumer Affairs \ ,1 ,"" ,.' i. , II iii 1~ J :~<='___ -===--. ~G===-----_~=m=_~=._=====_=_~==~_====~~~=_==~~-..-~ -~-~~~-'-~~_~>4-~-.,~~----~~--~Tj--~~------~--- .. , ......... -. /' ' .~,.!". " ;I I , '.;..' .~- -------- - --.,;;., • I tiow To Use ., il Section I I: -fhis Handbook I I Complaint Handling Primer III i I The Consumer's Resource Handbook has been (3) If you have ahearing or speech impairment 2~ .. ~ As consumers in the marketplace today, we designed to guide consumers, and those to and have accI9ss to telecommunications • Contact the person who sold you the item /1. should be aware of two factors: 1) customers whom consumers turn for assistance, to the devices (TDL) or TTV), use the "Directory of or performed the service and calmly state the need realistic expectations from the products best non-government and government sources Federal TDDfrTV Numbers" beginning on problem and what action you would like taken. If and services they purchase and 2) businesses for information or help with consumer problems. prage 33 to fUld out which agencies have this person is not helpful, ask for the supervisor. usually do their best to satisfy these needs. By following the procedure below, you should be TDD/TTV facilities. or manager. Repeat the complaint. Approximate­ able to locate the help or information you may When these expectations are not met, we recom­ ly a8 p~rcent of all consumer problems are mend the following action be taken: need. (4) Use the "Consumer Assistance Directory" resolved at this level; chanc~s are yours will be beginning on page 7 to find out where and too. how to contact the Federal agency, trade • Identify the problem and what you believe would be a fair settlement (e.g. getting your • If you are not satisfied with the response, ~ ! association, state or local government office, don't give up. If the company operates nationally (1) Check the consumer tips on the inside back money back, having the product repaired, or or company that can help you. Check the or the prodLl~t Is a national brand, write a letter cover on how to get the most for your money receiving an eXChange). Have documentation "Table of Contents" on the preceding page to the consumer official of the company. A to help make sure you will be satisfied with available to substantiate your complaint such for a breakdown of listings contained in the listing of many of these companies begins on the products and services you buy. "Consumer Assistance Directory." as a sales receipt, repair order, warranty, or can­ celled check. p&~e 73. If you cannot identify a consumer offi­ cial, direct your letter to the company president. (2) If a problem develops with a product or serv­ /i ice you buy, read through the "Complaint Handling Primer" beginning on page 1 to familiarize yourself with the many business organizations, services, government offices, corporations, and groups that provide assist­ ance. Vou should be able to "pinpoint" the most helpl'ul source of assistance with your particular problem. o I' .. .:1't I I '1": • 'I . ! ! L . ,:; , Iv I D 0 1 1 ' f /' . ,..,. -------.."...-------~'-...... -~----------------------'.,.;E\'!lI',i!.~_:-._ -------------~ .-·_9_.___ .... ___' ~ ___,~_~' -L_._~L. ____.~__'_ ___· ___ " ~.__ .-"'-" ,,' ~ () , '·li" ( Sample "Complaint" Letter i". t, , I Need the President's