What's in the Handbook

What's in the Handbook

National Consumer Organizations

There are a number of national organizations whose missions are
defined as consumer assistance, protection and/or advocacy.
Several of these organizations assist consumers directly; others
are interested in hearing from consumers about problems and
concerns; most, though not all, develop educational materials for
consumers. Addresses, telephone numbers and descriptions of more
than 30 of these organizations are listed in the National
Consumer Organizations" section of this Handbook, beginning on page
56.

Corporate Consumer Contacts

Many companies have consumer affairs or customer relations
departments to answer questions or help resolve consumer
complaints.

The addresses and telephone numbers of more than 550 companies are
listed in the "Corporate Consumer Contacts" section of this
Handbook, beginning on page 29. If you write to the company, you
may use the sample letter on page 8 as a guide for your own letter.


Car Manufacturers

Most foreign and American car manufacturers have national or
regional offices which handle consumer complaints not resolved by
your local car dealer. The list of "Car Manufacturers" begins on
page 59.

Better Business Bureaus

There are approximately 63 Better Business Bureaus (BBBs) in the
United States. These bureaus are non-profit organizations,
sponsored by private local businesses. They offer a variety of
services. These services include general information on products
or services, reliability reports, background information on local
businesses and organizations, and records of a company's
complaint-handling performance.

The Council of Better Business Bureaus, which is sponsored by
national companies, also offers consumer education programs and
reports on charitable organizations. The address for the council
and a list of BBBs operating in the United States begin on page 63.


Trade Association and Other Dispute Resolution Programs

There are nearly 40,000 trade and professional associations in the
United States, representing a variety of interests (for example,
banking, insurance, clothing manufacturing) and
professions (for example, accountants, lawyers, doctors,
therapists).

Some of these associations and their members have established
programs to help consumers with complaints not resolved at the
point of purchase.

Trade associations have various consumer functions, which are
described in National Trade & Professional Associations of the
United States. Check your local library for this book and
related sources of help.

A list of "Trade Association and Other Dispute Resolution
Programs" begins on page 67.

State, County and City Government Consumer Offices

State and local consumer protection offices can help you resolve
consumer complaints and provide you with consumer education
information. These agencies might mediate complaints, conduct
investigations, prosecute offenders of consumer laws, license and
regulate professions, promote strong consumer protection
legislation, provide educational materials and advocate in the
consumer interest. It is important to report complaints and
suspected frauds and misrepresentations to these governmental
agencies. Consumer complaints form the basis of most consumer
protection law enforcement actions.

If you want to file a complaint, call your local consumer
protection office to learn what you need to do. A list of state,
county and city government consumer protection offices begins on
page 70.

Many states also have special commissions and agencies to handle
consumer questions and complaints about aging, banks, insurance,
utilities, vocational and rehabilitation services, weights and
measures, and securities. These agencies are listed separately,
beginning on page 83.

In addition, a variety of other helpful community services might be
available in your area. For example, county and state
Cooperative Extension Services offer information about health,
safety, product comparisons, financial planning and nutritional
needs. Information about these and other state and local
services can be found at your library and in the telephone
directory in the city, municipal, county or state government
listings.