DOCUMENT RESUME ED 251 681 CE 040 304 TITLE Consumer's Resource Handbook. INSTITUTION Federal Deposit Insurance Corp., Washington, DC.; Office of Consumer Affairs, Washington, D.C. PUB DATE 84 NOTE 108p. AVAILABLE FROMConsumer's Resource Handbook, Consum,:r Information Center, Pueblo, CO 81009. PUB TYPE Guides Gzneral (050) Reference Materials Directories /Catalogs (132) EDRS PRICE MF01/PC05 Plus Postage. DESCRIPTORS *Agencies; Agency Role; Community Resources; *Consumer Economics; Consumer Education; *Consumer otection; Disabilities; Educational Resources; rederal Government; Governmental Structure; Government Role; Local Government; *Merchandise Information; Money Management; Organizations (Groups); Public Agencies; Purchasing; Resources; Services; State Government; Voluntary Agencies ABSTRACT This handbook was designed to help persons avoid consumer problems, handle their own complaints if they occur,and guide them to additional sources of help if necessary. The book can also be helpful to complaint handlers when they attempt to direct consumers to the appropriate source of assistance. Theguide contains three general sections. The introductory section explains how to use the handbook, how to get the most for the money being spent, how to avoid future problems, how tc handle complaints, and how to write a complaint letter. In the second section, sources of help, with names, addresses, and telephone numbers, are listed. These sources include industry consumer programs, better business bureaus, media programs, state and local consumer offices, licensing boards, Federal agencies, small claims courts, legal aid services, private lawyers, private and voluntary consumer groups, and consumer credit counseling services. The third section of the guide, which makes up the bulk of the document, is a consumer assistance di'ectory. Some of the sources that it provides include corporate consumer contacts, automobile manufacturers' corporate contacts, trade associations, consumer protection offices, state regulatory agencies, selected Federal agencies, Federal information centers, and services for handicapped persons. The book is indexed and hae a detailed table of contents. (KC) *********************************************************************** Reproductions supplied by EDRS are the bast that can be made from the original document. *********************************************************************** . , EiN47.7i4-::, .. ,,.... *of, -,,,.....,,...,... .,,,. ,. ,,,, ,i,,,, . ....., . -:,-, .10,01297 ... y-, 4?" ,, 7, y!' ' ,,,-/ , ,,,,---",1, -,..,4 -44: ...- iS - "0-4-,i -,.,4g,,,, ,if, 7s .... ,,, 4.,. 4WAVs444.5 "'",.., 1 - /PV, ..4 ' i ..... 2.f 7/.-',1"1.4.4::-:,,,..."1; , ,,,,, (5 S.* ,,,,,,,, - ,,, 1,4, '';. i ,I9 z-n ts,t 4W ' 14s s4. v.,"4 f. e,,....; ... .s. V/7,... 4 ... rr,'ffilf7,..; Of EDUCATION US.DEPARTMENT INSTITUTE OFEDUCATION (Ace of MP Spec id! AOvic>or th9 Prestoent NATIONAL INFORMATION RESOURCES for Consumer Aftdirs tD11,...ATIONAL ERIC. ( tNIEFI ,erpfor),,r ail as h41. !wan and the Th4 do, ,.,,,x,,t us WcIdt,tellt.00 te, 1., ,,,fImo, the tiorson It (Pt.( i (.1 Ci.),Iitiin(!r Affo,n, or qj s,S1ngt to 7,0401/lt t.....n rnst<$11 rho kiVtlrfe How,+? C MOO'han,,SeS hds tes,slodut tag, '1,1a..tr 111?",.*dOtu ni ntt n,pnSStated nrs .1 v.'s... offiCial NIE P.1 insehly rep,een1 men domit or. pout on OPohcor Consumers should have access to a wide assortment of competi- tively priced goods and services produced here and abroad; accu- rate information on product content and care, on contractual agreements, on the cost of creditessentially whatever facts are needed to make an informed choice. But of the greatest importance to consumers and private enterprise is protection against the marketing of goods that are hazardous to health or life, a fair hearing on complaints with appropriate remedies where justified, and dutiful consideration of consumer concerns at all levels of qE government. An excerpt from President Reagan's Proclamation of National Consumers Week, April 24-30, 1983. FDIC 11qh.A. Dept....! o.1,41.1 reovo."- rid Co"gnftle rtt HP .4. bed, Con,orPer :n order to rnirea-i oubli awareness if the Federal :4,,srt :n,oranie Coiogration's .iwnDlaint handling serviies, we ,ire V4Llpt!ft imrti- write 7n and Dr .t part ,f the Con.onler .1.6.%fikp,10 handt.ok file Cr-potation reiogniZeS the imp,rtarh of 0,pi .sistam William M Isaac wv.ether 0 be for handling banking or other ionsomer ma!trS Me Chairman ,njerstand the frustration that tOnsomrs have to iontend with when trying to locate tne best SuurteS fur assistame with d ,umplaint We Ofdlyi. IhIS handbook prqylds Vd1.dble Inft.trndtl,J1to ,0,,Urnr% about .he Se/y1;% Ofered by re'eval. State and !oral go,.ment, .sinSS. i,d,,srr, and thl. M..414 We dISo feel this hanObook will be of assistance t) busint-,,ses and Profes%lonals who aebehl un seisfien .W,tomers. :n t.nqme fa], and eft!. rent reSol.tin of in..orrer tits,handbook shquldbe tool of (peat benefit Chdlriudn Consumer's Resource Handbook Published by United States Office of Consumer Affairs Virginia H. Knauer Special Adviser to the President for Consumer Affairs and Director United States Office of Consumer Affairs Robert F. Steeves Deputy Director Editorial Manager Charlotte A. Mehuron Production Managers Frank R. Marvin Daniel L. Rumen Index Coordinator Elva R. Awe EDITORIAL BOARD Anna Gene Barnes Lynn Pisano Howard Seltzer Marion Ciaccio Barbara Johnson Beverly Woodard Pat Fa ley Martin Petersen Juanita Yates SPECIAL THANKS TO Mary Amman Ted Cron Fred Johnson Evelyn Armstrong Joe Dawson Maggy Johnson Betty Casey Nellie Fegans Judy Kaplan Charles Cavagnaro Tom Fleming John J. Katsu William W. Chenoweth, Ill Millie Gerstner Ronnie Mills Daisy B. Cherry Marilynn(' Gisin Dr.Georgia StevensNeruda Christine Contee Dorothy Godlewski Debbie Odebe Lou Cook Charlene Hennessy Connie Parham Cory Correll Barbara Hill William R. Rose Edna Cosby Stephen L. Jewell John Senor 1964 Edition Additional free single copies of the Consumer's Resource Handbookmay be obtained by writing toHandbook, Con- sumer Information Center, Pueblo, Colorado 81009. 4 THE WHITE HOUSE WASHINGTON Dear Consumer: The American marketplace has evolved over the One way that business has tried to increase cus- years from a simple trading and bartering system for a tomer satisfaction is by improving complaint handling small number of goods and services to one that offers programs. If your efforts with the business do not pro- consumers a rich selection of products reflecting highly duce a fair result, however, numerous other resources developed service, manufacturing, and marketing ac- are provided in thisHandbookto help achieve this ob- tivities. Throughout this time, we have continued to look jective. Both industry-sponsored and government com- to our international trading partners for an exchange of plaint programs are listed to make it easy for you to find necessary and desired goods and services. We have all the aporopriate help. benefited from the dramatic progress of our free enter- prise system. All of these programs are intended to reduce mar- ketplace misunderst. dings and increase communica- With the increasing complexity of our marketplace, tion. If we all work toward that goal, relationships will be the relationship between buyer and seller is vitally im- developed to the advantage of both business and con- portant. it is one that should be based on trust and good sumers. The overall result will be an improved American will and the free flow of information. Not only do you as a marketplace. consumer need information about your purchases, cred- it charges, warranties, and other important factors, but I hope that thisHandbookhelps you resolve your the business or professional you deal with can also ben- problems quickly and satisfactorily. If you have the time, efit from hearing your views. No matter how high the write and let me have your comments and suggestions quality of the product or how honest and trained the on theHandbook.In that way, I'll be able to know how business representative, there will be times when we can improve our services to you. human error or other slip-ups occur. This is when you and the business or professional most need to com- municate so that misunderstandings can be quickly re- Sincerely, solved in a mutually satisfactory way. This Handbook isdesigned to help with this com- ?/ munication. The step-by-step guide on how to pursue your complaints is probably the most Important section. Once you are skilled in communicating your problems, you will be in a much batter position to help yourself. You Virginia H. Knauer will also help the business or professional who needs Special Adviser to the President that feedback to make production or marketing changes for Consumer Affairs that will ensure better consumer satisfaction, and thus and Director, an opportunity t, keep old customers and gain new bus- United States Office iness. of Consumer Affairs it 5 Table of Contents Message From the President Latter from Virginia H. Knauer, Special Adviser to thePresident for Consumer Affairs and Director, United States Office of ConsumerAffairs ii How To Use This Handbook 1 Tips on How To Get the Most for Your Moneyand Avoid Future Problems 2 Handling Your Own Complaint 3 How To Write A Complaint Letter 4 Sources of Help Industry Consumer Programs 6 Industry Third-Party Dispute Resolution Programs 6 Better Business Bureaus 6 Media Programs 7 State, County, and City Consumer Offices 7 Occupational and Professional licensing Boards