DOCUMENT RESUME ED 290 685 SO 018 804 TITLE Consumer's Resource Handbook. 1988 Edition. PISTITUTION Office of Consumer Affairs, Washington, D.C. PuB DATE 88 NOTE 100p. AVAILABLE FROMConsumer Information Center, Pueblo, CO 81009. PUB TYPE Reference Materials Directories/Catalogs (132) EDRS PRICE MF01/PC04 Plus Postage. DESCRIPTORS *Consumer Economics; *Consumer Education; Consumer Protection; Daily Living Skills; Home Economics; Information Sources; Money Management; Purchasing; *Social Studies IDENTIFIERS Consumers ABSTRACT This handbook is intended to help consumers exercihe their rights in the marketplace in three ways: (1) it shows how to communicate more effectively with manufacturers, retailers, end arvice providers; (2) it is a self-help manual for resolvins in dividual consumer complaints; and (3) it lists helpful sources of assistance. The handbook has two sections. Part I, How to Be a Smart Consumer, features tips on avoiding purchasing problems and getting the most for one's money. It gives steps for handling one's own complaint and writing an effective complaint letter. Part II, the Consumer Assistance Directory, lists consumer offices in both the public and private sectors that provide assistance for consumer complaints. An index in the back of the handbook lists, by subject, the appropriate contact Consumer tips aad reminders on resolving complaints appear throughout the handbook. These tips are also in the index by subject. (YLB) ********************c************************************************** Reproductions supplied by EDRS are the best that can be made from the original locument. **************************************1 x************f **************** Consumer's s c Ta Vr 111116111. Or .. t = '.141111 IPIPPMW.7. ":""""" / // / .,! ///' - /1'// ;";/&;/,' /2,/ A 15 ,::.///ZZ,/// ye. - 004e71('-1411ir/4! %,0 /7/ N.:40 ' 141 t %'/ :[E/ r*t . - Off.ce of tnoSkcial Aelpser too Preldeipt for Consumer Affairs . ,, ...- trre.W-tute Mouce. VV-,15-rhIngtorHI5C,.. 0-,,, ar4t0 Lit,,,..-(,!, st.,'ite.,0 ircrAtorisurni,r A'ffalfs-., ". 111.(.4-ipperatiOr0y,otrifne "Two hundred years ago, a group of patriots conceived the Constitution and thereby created the politici.;! economic, and social framework of our Nation. As a result, many precious freedoms have been guaranteed to American citizens.. These principles of freedom and fairness are the basis forconsumer rights in the marketplace: the right to chooseamong products, services and suppliers; the right to adequate informationabout what we buy; the right to expect that products offered for sale will conform to reasonable safety standards; the rightto be heard; and the fight to consumer education. ..(TJhe exercise sM of these rights,Ips maintain the vigor of our economic systemcreating positive pressure for better products, services, and warranties..." Excerpts from President Reagan's Proclamation of National Consumers Week, April 19-25, 1987. FDI. FEDERAL DEPOSli INSURANCE CORPORATION M. ,CE M imt C.A.41/..r. June 5, 1987 Dear Consumer The Federal ^eposit Insu ance Corporation is pleased to participate in the publication of the revised Consumer's Resource Handbook. Our corporation recognizes the Importance of proper consimer assistance, whether in banking or in other areas. We are concerned about the difficulties that consumers ometimes experience when seeking assistance with a complaint I an sure you will find that this handbook provides valuable information dbOVE, services offereo oy feoeral, state and local governments, businesses and the media Sincerely. 1, William Seidman Chairman 3 Consumer's Resource Handbook Published by the United States Office of Consumer Affairs Virginia H. Knauer Special Adviser to the President for Consumer Affairs, and Cirector. United States Office of Consumer Affairs Robert F. Steeves Deputy Director Lynn Pisan° Managing Editor Michelle Muth Associate Editor Frank R. Marvin Production Manager Special thanks to the U.S. Office of Consumer Affairs Anna Gene Barnes Nellie Fegans Beth Borders Millie Gerstner Geraldine Bower Barbara Hill Charles Cavagnaro Kevii. Ireland Daisy Cherry Bonnie Jansen William J. Corbett, Jr. Fred Johnson Edna Cosby Howard Seltzer Liz Doherty Gina Ley Steiner Patricia Fa ley Juanita Yates Dorothy Godlewski (deceased) Government Printing Office Federal Trade Commission Nacho s Freda Bureau of Consumer Kenneth Kidd Protection Staff Sidney K. Nichols Glenn L. Rottmann Department of the Treasury Consumer Information Cer ter Stuart Gates Tim Burr William White Department of Health and Human Services Office of Management Analysis and Systems Joseph Fan Harry E. Rogoff Council of BEtter Business Bureaus Dave Johnson Dianne Skeltis Ward Susan Wycoff 1988 Edition Additional single copies of the Consumer's Resource Handbook are available free by writing the Consumer Information Center, Pueblo, Colorado 81009. 4 THE WHITE HOUSE WASHINGTON Dear Consumer: This is the 4th edition of cne of the most popular and widely- acclaimed publications ever produced by the Federal government. Every day, consumers, consumer agencies, busi- nesses, volunteer groups, the media, and many others open these pages to find who to contact for assistanoe concerning available products and services in the marketplace. First published by the Office of Special Adviser to the President for Consumer Affairs in 1981, the Consumer's Re- source Handbook is designed to improve the way businesses, governments and other groups respond to consumer inquiries and complaints. Its goal is to cut down on the cost and frustration bothconsumers and con- sumer affairs professionals can encounter in a complex, global, and sometimes imperfect marketplace. Upda.ed every two years. the Consumer's Resource Handbook is fundedand supported by a broad range of Administration cabinet officers andagency heads. A RESOURCE FOR CONSUMERS Consumers wil! find the Handbook a useful tool to exercise their rights in the marketplace in three ways: 1) It shows how to communicate more effectively withmanufacturers, retailers, and service providers; 2) It's a self-help manual for resolving individualconsumer complaints; and 3) It lists helpful sources of assistance. The Handbook has two sections. Part I, How to be a Smart Consumer,features tips on avoiding purchasing problems and getting tin most foryour money. It gives steps for han- dling your own complaint and writing an effective complaint letter.Part II, the Consumer Assistance Directory, lists consumer offices in both public and privatesectors that proviae assistance for consumer complaints. If you're not sure which officeto contact, check the index in the back of the Handbook, by subject, for the appropriatecontact. Let me also introduce our friendly assistant, Euhie Smart. Eubie helpsidentify sources of consumer information, education, service and assistance. Eubieappears throughout the Handbook, providing consumer tips and reminders on resolving:omplaints. These tips are also in the index by subject. OTHER HANDBOOK USERS As you can see, individual consumers will find the Handbooka handy reference tool. Educators, too, may wish to use it as a source of information and ideasfor developing and teaching innovative consumer education courses. Consumer leaders inbusiness and govern- ment WI!! find it an invaivablo resource for locating others who shareconsumer program ob- jectives and who can help resolve consumer complaints. We hopethat everyone who use this Handbook is encouraged and helped by theresponse they receive to their inquiries or complaints. Sincerely, Virginia H. Knauer Special Adviser to the President for Consumer Affairs, and Director, United States Office of Consumer Affairs H 5 Table of Contents Message from President Reagan Letter from Virginia H. Knauer, Special Adviser to the President for Consumer Affairs, and Director, U.S Office of Consumer Affairs II Part I. How to be a Smart Consumer How to Get the Most for Your Money and Avoid Purchasing Problems...,,.-... 1 How to Handle Your Own Complaint ... ..... 2 2 3 Major Sources of Help . ....... 4 Part II. Consumer Assistance Directory Corporate Consumer Contacts 7 Automobile Manufacturers .... ... ............ ... ... ........ ... ..... 31 Better Business Bureaus 39 Trade Associatiors and Third-Party Dispute Resolution Programs -.:.. 42 State, County, and City Government Consumer Protection Offices ... ..... , ..... 4b State Agencies on Aging 59 State Banking Authorities .......... - .. - ... 61 State Insurance Regulators :: 63 State Utility Commissions .... _ .. : .. 65 State Vocational and Rehabil.tation Agencies:. :: :, 67 State Weights and Measures Offices .. ......... 71 Military Commissary and Exchange Contacts.......... ....... .............................. 73 Federal Infolmation Centers ......... ........ .. ................ 75 Selected Federal Agencies................ .... ................. 76 Federal TDD Directory 81 Index...... .......... ....................... ...... ....... ..... ........ ........ ....... ....................83 Acknowledgments........... .... , ......... ..... ......,............................. ............. 93 6 iii Part I Wrw tri be a Smart Consumer How to Get the Most for Your Money and Avoid Purchasing Problems Before making a purchase: Analyze what you need and what product or service features are important to you. Compare brands. Ask for word-of-mouth recommen- dations and look for formal product comparison reports. Check your local library for magazines and other publications that contain product comparisons. Compare stores.