CANADIAN EXPERIENCE IN COMPLAINT HANDLING (FROM CONSUMER COMPLAINTS - PUBLIC POLICY ALTERNATIVES, 1975, BY SAL DIVITA AND FRANK MCLAUGHLIN - SEE NCJ-57896)

• NCJ Number: 57899
• Author(s): T D FINN
• Date Published: 1975
• Length: 10 pages
• Corporate Author: Acropolis Books
• Publication Format: Document
• Language: English
• Country: United States of America

Annotation

THE DIRECTOR OF THE CONSUMER SERVICES BRANCH OF THE CANADIAN DEPARTMENT OF CONSUMER AND CORPORATE AFFAIRS DESCRIBES GOVERNMENT AND BUSINESS INITIATIVES IN PROVIDING REDRESS TO AGGRIEVED CONSUMERS IN CANADA.

Abstract

THE DISCUSSION TOUCHES ON THE CANADIAN NATIONAL GOVERNMENT'S CONSUMER COMPLAINT AND INQUIRY SERVICE (KNOWN AS BOX 99), EFFORTS BY CANADIAN BUSINESSES TO IMPROVE MECHANISMS FOR HANDLING CONSUMER COMPLAINTS, AND FUTURE DIRECTIONS FOR GOVERNMENT INVOLVEMENT IN CONSUMER AFFAIRS. BOX 99'S SUCCESS WITH ITS MEDIATION APPROACH TO BRINGING GOVERNMENTAL INFLUENCE TO BEAR IN THE RESOLUTION OF CONSUMER GRIEVANCES IS DESCRIBED. THE ESTABLISHMENT OF SPECIAL CONSUMER DIVISIONS BY MANY CANADIAN CORPORATIONS IS NOTED, AS IS THE EVOLUTION OF SOME OF THESE DIVISIONS INTO VEHICLES FOR CONSUMER INPUT INTO CORPORATE POLICYMAKING. EXAMPLES OF CONSUMER COMPLAINT-HANDLING INITIATIVES BY VARIOUS INDUSTRIES IN CANADA ARE CITED, AS ARE CONSUMER PROTECTION ACTIONS BY PROVINCIAL GOVERNMENTS. THE RESPONSE OF CONSUMER AND BUSINESS GROUPS TO THE CANADIAN GOVERNMENT'S INVOLVEMENT IN CONSUMER AFFAIRS IS NOTED. DIRECTIONS FOR THAT INVOLVEMENT ARE SEEN AS THE FOLLOWING: (1) MAKING BOX 99 SERVICES AVAILABLE TO A BROADER SPECTRUM OF CANADIAN CITIZENS, (2) CONCENTRATING ON CONSUMER INFORMATION AND EDUCATION PROGRAMS, (3) PROVIDING FEDERAL GRANTS TO ORGANIZATIONS INTERESTED IN ASSISTING CANADIAN CONSUMERS, AND (4) ENCOURAGING OTHER LEVELS OF GOVERNMENT AND MEMBERS OF THE PRIVATE SECTOR TO SUPPORT CONSUMER ASSISTANCE EFFORTS.