OFFICE OF CONSUMER AFFAIRS
CONSUMER AFFAIRS GUIDES FOR BUSINESS
The guides described below, which were developed for small and medium-sized businesses, recommend responsible business approaches to consumer needs. The publications' objectives are to define and encourage exemplary standards of business conduct and to heighten business sensitivity to consumer needs and preferences.
Abstracts
Consumer Product Safety contains recommendations for responsible business practices in consumer product safety. Subjects covered include identifying product hazards, the Consumer Product Safety Commission's role, and product liability law. Businesses' obligations under consumer product safety law are described and business tools that can be used to market safer products and stay within the law are identified. Appendices include a system for identifying and evaluating product hazards, product safety checkpoints, sources of information and assistance, and a listing of CPSC mandatory Product Safety Standards. (24 pages)
Credit & Financial Issues contains summaries of consumer credit laws and recommendations for responsible business practices in credit and financial issues. The seven recommendations provide information on compliance with the law, consumer education, plain language disclosures, consumer credit counseling, credit insurance, confidentiality of credit records, and fair billing and debt collection. A useful glossary of credit terms is included. (21 pages)
Managing Consumer Complaints discusses why it is in business' own interest to give a high priority to effective complaint management. Recommendations describe developing an effective strategy, management's role in establishing a program, basic steps for effective complaint management, publicizing a complaint management system, using complaint management to reduce causes of complaint, resolving complaints at the point of purchase, and using third-party dispute resolution mechanisms. Helpful appendices include a complaint management checklist, additional sources of information and guidance, and characteristics of good third-party complaint resolution mechanisms. (16 pages)
Product Warranties & Servicing provides 44 recommendations for good warranties and product servicing. It discusses the duties and responsibilities of manufacturers, retailers, and service establishments in preparing, advertising, and disclosing warranties. The types of warranties and Federal warranty law are described. (31 pages)
Ordering Information
To order, indicate stock number and send a check in the amount noted or provide a VISA or MasterCard number and expiration date to: Superintendent of Documents, P.O. Box 371954, Pittsburgh, PA 15250-7954; phone (202) 512-1800; fax (202) 512-2250.
Consumer Product Safety
SN-003-000-00669-7
$2.25
Credit and Financial Issues
SN-003-000-00679-4
$2.25
Managing Consumer Complaints
SN-003-000-00671-9
$1.75
Product Warranties & Servicing
SN-003-000-00670-1
$2.50
For more information, contact the Office of Consumer Affairs by:
• e-mail at CAffairs@doc.gov
• fax at (202) 482-6007
• telephone at (202) 482-5001
• mail to the Office of Consumer Affairs, U.S. Department of Commerce, Room H5718, Washington, DC 20230.
This page was last updated 1/96