If you think a law has been broken,
contact your local or state consumer protection agency right away. Violations of
Federal law should be reported to the government agency responsible for
enforcement. The Federal agency you contact for more information is usually the
agency to be contacted with your complaint as well.
Dont give up if you are not
satisfied. If you believe you have given the company enough time to resolve the
problem, file a complaint with one or more of these organizations:
State or local consumer
protection offices. These government agencies mediate complaints, conduct
investigations, and prosecute offenders of consumer laws.
The regulatory agency that has
jurisdiction over the business. For example, some banking and securities,
insurance, and utilities are regulated at the state level. State Weights and
Measures Offices enforce consumer protections concerning the labeling, weight,
and measure or count of packaged goods. They also check the accuracy of
weighing and measuring devices such as supermarket scales, gasoline pumps,
taximeters and rental car odometers.
State and local licensing
agencies. Doctors, lawyers, home improvement contractors, auto repair shops,
debt collectors, and childcare providers are required to register or be
licensed. The board or agency that oversees this process may handle complaints
and have the authority to take disciplinary action.
Better Business Bureaus. This
network of nonprofit organizations supported by local businesses tries to
resolve buyer complaints against sellers. Records are kept on unresolved
complaints as a source of information for the sellers future customers. The
umbrella organization for the BBBs assists with complaints concerning the
truthfulness of national advertising and helps settle disputes with automobile
manufacturers through the BBB AUTO LINE program.
Trade associations. Companies
selling similar products or services often belong to an industry association
that will help resolve problems between their members and consumers.
National consumer organizations
Media programs. Local
newspapers, radio stations, and television stations often have Action Lines or
Hotline services that try to resolve consumer complaints they receive. Some
handle only the most serious cases or those that occur most frequently. To
find these services, check with your local newspapers or broadcast stations.
See the box below for members of Call for Action (www.callforaction.org).
Call for Action, Inc. is a
nonprofit network of consumer hotlines that educate and assist consumers with
consumer problems. Listed below are hotlines in major markets staffed with
trained volunteers who offer advice and mediate complaints at no cost to
consumers. Consumers in locations not listed should call the Network Hotline at
301-657-7490.
KPNX-TV & KNAZ-TV
Phoenix/Flagstaff, AZ
1-866-260-1212 (toll free) |
KKTV-TV
Colorado Springs, CO
719-457-8211 |
WTOP AM&FM
Washington, DC
301-652-4357 |
WINK-TV
Fort Myers, FL
941-334-4357 |
WXIA-TV
Atlanta, GA
678-422-8466 |
WBZ Radio
Boston, MA
617-787-7070 |
WXYZ-TV & WJR Radio
Detroit, MI
248-827-3362 |
KCTV-5
Kansas City, MO
913-831-1919 |
KTVI-TV, St. Louis, MO
636-282-2222
1-800-782-2222 (Illinois only) |
WIVB-TV
Buffalo, NY
716-879-4900 |
WABC Radio
New York, NY
212-268-5626 |
WFMY-TV
Greensboro, NC
336-680-1000 |
WJW-TV
Cleveland, OH
216-578-0700 |
WTOL-TV
Toledo, OH
419-255-2255 |
WTAJ-TV
Altoona, PA
814-944-9336 |
WTAE-TV
Pittsburgh, PA
412-333-4444 |
KTVX-TV
Salt Lake City, UT
1-877-908-0444 (toll free) |
WTMJ-TV
Milwaukee, WI
414-967-5495 |
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Dispute Resolution Programs
The auto industry has many of these
programs. The National Association of Security Dealers offers a program designed
to resolve investment-related disputes. Some small claims courts also offer a
dispute resolution program as an alternative to a trial.
Mediation, arbitration, and
conciliation are three common types of dispute resolution. During mediation,
both sides involved in the dispute meet with a neutral third party and create
their own agreement jointly. In contrast, in arbitration the third party decides
how to settle the problem. Request a copy of the rules of the program before
making a decision to participate in any of them. Because the opposing sides may
not be satisfied with the decision, ask in advance:
Is the decision binding?Some
programs do not require both parties to accept the decision.
Does participation in the program
place any restrictions on your ability to take other legal action? The American
Bar Association publishes a directory of state and local dispute resolution
programs.
Beware: Recovery Services
A scam artist has taken your money.
Don't be scammed again by a "recovery service" offering to get your money back
for you. The service is just trying to take your last dime.
Reporting Fraud
People who have no intention of
delivering what is sold, who misrepresent items, send counterfeit goods or
otherwise try to trick you out of your money are committing fraud. Reporting
fraud promptly improves your chances of recovering what you have lost, and helps
law enforcement authorities stop scams before others are victimized.
Start by contacting your state
or local consumer agency and local law enforcement officers for advice and
assistance.
Report suspected violations of
Federal Trade Commission rules by contacting the FTC Consumer Response Center,
Washington, DC 20580, calling toll-free 1-877-FTC-HELP (1-877-382-4357) or
going online to www.ftc.gov.
Notify the National Fraud
Information Center at
www.fraud.org.
Scams that used the mail or
interstate delivery service should also be reported to the U.S. Postal
Inspection Service. It is illegal to use the mail to misrepresent or steal
money.
Complaints about e-commerce
across international borders can be filed at
www.ecommerce.gov.
Product Safety Recalls
If you think you have an item that
poses a safety hazard, contact the appropriate Federal agency below. Sometimes
sale of the item is banned. These agencies also work with manufacturers to
reduce product dangers. A manufacturer may establish a recall program that asks
consumers to return the defective item for replacement or repair. In some
situations, the seller provides a part that reduces the danger of using the
product. Ask the agency if your product has been recalled or covered under some
other safety program.
Automobiles - National Highway
Traffic Safety Administration
Drugs, medical devices- Food
and Drug Administration
Food - U.S. Department of
Agriculture, Food and Drug Administration
Seafood - Food and Drug
Administration, U.S. Department of Commerce
Toys, baby and play equipment,
household products - U.S. Consumer Product Safety Commission
Recalls are also posted at
www.pueblo.gsa.gov.
