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Consumer's Resource Handbook. 1992 Edition. INSTITUTION Office of Consumer Affairs, Washington, D.C

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Consumer's Resource Handbook. 1992 Edition. INSTITUTION Office of Consumer Affairs, Washington, D.C DOCUMENT RESUME ED 352 550 CE 062 747 TITLE Consumer's Resource Handbook. 1992 Edition. INSTITUTION Office of Consumer Affairs, Washington, D.C. PUB DATE 92 NOTE 105p. AVAILABLE FROMHandbook, Consumer Information Center, Pueblo, CO 81009. PUB TYPE Guides Non-Classroom Use (055) Reference Materials Directories/Catalogs (132) EDRS PRICE MF01/PC05 Plus Postage. DESCRIPTORS Adult Education; Adults; Consumer Economics; Consumer Education; *Consumer Protection; Decision Making; Federal Government; Home Management; Merchandise Information; *Money Management; Private Agencies; Public Agencies; Purchasing; Resources; Responsibility; Safety; State Government ABSTRACT This handbook for consumers begins with information on its use, content, and other sources of help. The handbook is then divided into two sections. Part I, How to Be a Smart Consumer, lists tips on getting the most for your money, handling your own complaint, and writing a complaint letter. It provides information on the following consumer issues: airline travel; selecting child care; credit cards; environment; selecting a financial institution; health hoaxes, food fads, and dangerous diets; home improvements; home shopping; long distance telephone service; mail fraud; 900 numbers; protecting your credit rating and personal privacy; product safety warnings and recalls; choosing a school; smoke detectors; used cars/car repairs; and warranties and guarantees. Part II, which is updated every 2 years by the U.S. Office of Consumer Affairs, lists offices to contact for help with consumer problems or questions. It includes the following: corporate consumer contacts; car manufacturers; Better Business Bureaus; trade association and other resolution programs; state, county, and city government consumer protection offices; state agencies on aging; state banking authorities; state insurance regulators; state utility commissions; state vocational and rehabilitation agencies; state Weights and Measures offices; military commissary and exchange contacts; Federal Information Center; selected federal agencies; and Federal Telecommunications Devices for the Deaf directory. A subject index is provided. (YLB) *********************************************************************** Reproductions supplied by EDRS are the best that can be made from the original document. *********************************************************************** 111110.- II n QS U $ DEPARTMENT OF EDUCATION Mc* of Educational Research and Improvement Efl ATICINAL RESOURCES INFORMATION 0 CENTER (ERIC) Thus document has been reproduced as received from the person or organaation ortsanatmg O I. or changes ha, e been made to umprove XluChen oulthly BEST Y AY Pants et view a eamons stated tn thus (loco- mint do not MCeSillroly rPf111$4trit Officoill OERI posaan or polity -41111 SO_ "Two out of every three dollars spent in Americas marketplace are spent by individual consumers. These dollars help create jobs and opportunity for men and women across the country. They also contribute to a strong national economy. The ingenuity of American business in meeting the demands of consumers has helped keep our markets growing and made our lives more comfortable. In our Nation's free enterprise system, we rely on the ability of consumers and private industry to balance each other's needs and interests in the marketplace, with government intervening only to ensure fairness and the safety of goods and services. ." Excerpt from President Bush's 1990 Proclamation of National Consumers Week, April 22-28, 1990. Consumer's Resource Handbook Published by the United States Office of Consumer Affairs Ann Windham Wallace Director, United States Office of Consumer Affairs Frederick H. Grubbe Deputy Director Michelle Muth Editor Colin A. Campbell Managing Editor Special thanks to the staff of the United States Office of Consumer Affairs Dinah Bembo Barbara Hill Howard Seltzer Edna Cosby Fred Johnson Gina Ley Steiner Kellee Elkins E. Waverly Land Juanita Yates Patricia Fa ley Daisy Cherry Maggett Debra Williams Nellie Fegans John M. Mason 11 Mildred Gerstner Rebecca Nelson Contributors Grateful acknowledgement is made for generous contributions from: Reader's Digest Association, Inc. Nissan Motor Corporation American Honda Motor Company, Inc. Toyota Motor Sales, U.S.A., Inc. American Express Company Chrysler Motors Corporation General Motors Corporation Ford Motor Company Funding for this publication was made possible through the support of the following Federal departments and agencies. Department of AgricultureDepartment of EnergyDepartment of Health and Human ServicesDepartment of Housing and Urban DevelopmentDepartment of the InteriorDepartment of JusticeDepartment of LaborDepartment of the Treasury Department of Veterans AffairsFederal Communications Commission Federal Deposit Insurance Corporation Federal Trade CommissionGeneral Services AdministrationNational Credit Union Administration Postal Rate CommissionSmall Business AdministrationU.S. Consumer Product Safety Commission Government Printing Office 1992 Edition (Second Printing) This Handbook is a public document and may be reproduced in part or in its entirety without permission. Please credit the United States Office of Consumer Affairs. Single copies ofthe Consumer's Resource Handbookare available free by writing: Handbook, Consumer Information Center, Pueblo, Colorado 81009. This publication is printed on recycled paper. 4 BEST COPY WHARF U.S. Office of Consumer Affairs Washington, D.C. Dear Consumer: -3tlert. I am delighted to introduce the sixth edition of the Consumer's Resource Handbook. This award-winning guide is one of the most popular books ever published by the Federal government. Consumers are faced with many challenges and opportunities in today's complex marketplace. To compete in our ever-changing economy, consumers must have certain basic skills and a knowledge of what to do and where to go should problems arise. Educators, parents, business and consumer leaders, the media, and public officials share the responsibility and challenge of ensuring that Americans gain such knowledge and skills. If each of these groups takes on that responsibility, everyone will benefit. If you have a consumer complaint or problem, this guide provides the addresses and telephone numbers of sources to contact for help. Whether you are choosing a school or financial institution, protecting the environment or your privacy, or concerned about another consumer issue, the Consumer's Resource Handbook is filled with tips that will help you make smart choices. 17 I hope you find this Handbook useful. Sincerely, I.id,i/odAvmzweage. Ann Windham Wallace Director ii Table of Contents Message from President Bush Contributors i Letter from Ann Windham Wallace, Director, U.S. Office of Consumer Affairs ii Acknowledgments iv How to Use This Handbook s.... 1 What's in the Handbook 1 Other Sources of Help 2 Other Consumer Information 3 Part I. How to be a Smart Consumer 4 Getting the Most for Your Money and Avoiding Consumer Problems 4 Handling Your Own Complaint 4 How to Write a Complaint Letter 5 Sample Complaint Letter 6 Consumer Tips 7 Airline Travel 7 Selecting Child Care 7 Credit Cards 8 Environmental Tips 8 Selecting a Financial Institution 9 Health Hoaxes, Food Fads and Dangerous Diets 9 Home Improvements 10 Home Shopping Tips 10 Long Distance Telephone Service 11 Mail Fraud 12 900 Numbers 12 Protecting Your Credit Rating and Personal Privacy 12 Product Safety Warnings and Recalls 13 Choosing a School 13 Smoke Detectors 14 Used Cars/Car Repair 15 Warranties/Guarantees 15 Part II. Consumer Assistance Directory 16 Corporate Consumer Contacts 16 Car Manufacturers 41 Better Business Bureaus 45 Trade Association and Other Dispute Resolution Programs 49 State, County and City Government Consumer Protection Offices 52 State Agencies on Aging 65 State Banking Authorities 68 State Insurance Regulators 70 State Utility Commissions 72 State Vocational and Rehabilitation Agencies 74 State Weights and Measures Offices 78 Military Commissary and Exchange Offices 80 Federal Information Center 81 Selected Federal Agencies 82 Federal TDD Directory 88 Index 91 6 iii Acknowledgments The U.S. Office of Consumer Affairs wishes to thank the following organizations and individualsfor their invaluable assistance with the content of this Handbook. Alliance Against Fraud in Telemarketing Environmental Protection Agency (U.S.) National Association of Home Builders American Automobile Association Federal Communications Commission National Association of the Remodeling American Bankers Association Federal Deposit Insurance Corporation Industry American Society of Travel Agents Federal Trade Commission (U.S.) National Association of Trade and AT&T Florida Association of Better Business Technical Schools Bankcard Holders of America Organizations National Automobile Dealers Blue Cross and Blue Shield Association Food and Drug Administration (U.S.) Association Comptroller of the Currency (U.S.) Sylvia G. Grossman, Attorney, Roslyn, National Consumers League Consumer Federation of America NY - United States Telephone Association Council of Better Business Bureaus, Howard University U.S. Consumer Product Safety Inc. Information Industry Association Commission Department of Education (U.S.) Montgomery County (Maryland) Office U.S. Fire Administration Direct Marketing Association of Consumer Affairs Washington, D.C. Department of Electronic Industries Association National Association for Family Day Consumer and Regulatory Affairs
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