After You Buy - Next Steps 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. Throughout the “Before You Buy” section of this Handbook, you will find references to your rights. The Federal agency you contact for more information is usually the agency to be contacted with your complaint as well. See Reporting Fraud for more information. Don’t 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 seller’s 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.
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. There is no charge for filing a complaint with a government agency. 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.
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