NCJ Number
57900
Date Published
1975
Length
8 pages
Annotation
CRITERIA FOR EVALUATING CONSUMER COMPLAINT-HANDLING MECHANISMS ARE LISTED, EXAMPLES OF THEIR APPLICATION ARE DESCRIBED, AND VARIABLES THAT EXPLAIN WHY SOME MECHANISMS PERFORM BETTER THAN OTHERS ARE IDENTIFIED.
Abstract
THE CRITERIA WERE DEVELOPED AS PART OF A COMPREHENSIVE STUDY OF THE CONSUMER COMPLAINT PROCESS, IN WHICH TWO FUNCTIONS PERFORMED BY MOST COMPLAINT-HANDLING MECHANISMS--ASSISTING IN THE RESOLUTION OF INDIVIDUAL COMPLAINTS, AND IDENTIFYING AND CORRECTING PRODUCT DESIGN PROBLEMS AND PATTERNS OF SERVICE ABUSE--WERE DISTINGUISHED. CRITERIA RELATED TO THE FIRST FUNCTION INCLUDE VISIBILITY, ACCESSIBILITY, SPEEDY AND CONCLUSIVE RESOLUTION, OPPORTUNITIES FOR ALL SIDES TO BE HEARD, FOLLOWUP TO ASSURE THAT SETTLEMENTS ARE CARRIED OUT, STATUS REPORTS FOR PLAINTIFFS, AND REFERRAL TO OTHER AVENUES OF REDRESS WHEN NECESSARY. THE FOLLOWING CRITERIA ARE RELATED TO THE SECOND FUNCTION: EXERTING PRESSURE ON BUSINESSES TO CORRECT PATTERNS OF ABUSE; GATHERING EVIDENCE THAT CHANGES HAVE BEEN MADE; PROVIDING INFORMATION TO PUBLIC AGENCIES RESPONSIBLE FOR ADMINISTERING LAWS ON PUBLIC WELFARE; AND LOBBYING ON BEHALF OF CONSUMERS FOR IMPROVEMENTS IN LEGISLATION AND ADMINISTRATION. APPLICATION OF THESE CRITERIA IN EVALUATIONS OF COMPLAINT-PROCESSING MECHANISMS HAS SHOWN THAT THREE VARIABLES--AUTHORITY AND POSITION, STAFFING PROCEDURES AND PERSONNEL ATTITUDES, AND STANDARD OPERATING PROCEDURES--DETERMINE EFFECTIVENESS. TWO CASE STUDIES, ONE OF AN UNSUCCESSFUL INDUSTRY ATTEMPT AT SELF-REGULATION AND ANOTHER OF A SUCCESSFUL COUNTY OFFICE OF CONSUMER AFFAIRS, ILLUSTRATE HOW THE VARIABLES COME INTO PLAY. (LKM)