Welcome to the Office of Consumer Affairs

Contents

• Agency Information
• Contact Information

Agency Information

Key responsibilities:
Commerce by definition involves an interdependent relationship between buyer
and seller. Therefore, the Department recognizes that it is as responsible and
accountable to the consumer as it is to business.

Mission of the office:
The Office of Consumer Affairs seeks to promote a better understanding between businesses and consumers, to help businesses improve the quality of their services, to educate consumers to make wise purchasing decisions, and to provide the consumer viewpoint in the development of economic policy. Through a variety of programs, OCA works with businesses, consumers, government agencies, and international organizations to develop innovative ways to encourage American businesses to become more competitive both in the U.S. and in the global marketplace.

Issues:

1. Global Outreach
   • trade agreements and their effects on consumers
   • consumer protection across borders
   • dialogue with international organizations
2. Technology
   • the impact of the Information Superhighway on consumers
   • using new technologies to disseminate information to consumers and businesses
3. Consumer Services
   • assistance with marketplace problems
   • publication of bulletins and tip sheets
   • service to diverse constituencies
4. Business Education
   • how-to guides encouraging business responsiveness to consumer needs
   • resources on avoiding fraud
   • important customer relations facts

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Available Information from OCA

1. Consumer Tips -- The Office of Consumer Affairs is pleased to announce its new series of "Consumer Tips." Available in English and Spanish, this series of fact sheets will help consumers avoid problems with businesses, know their rights, and resolve any complaints that may happen. The five fact sheets are:
   • Resolving Your Consumer Complaints
   • Resolving Your Auto Repair Complaints
   • Phone and Mail Order Complaints
   • Credit & Banking Complaints
   • Resolving Your Travel Complaints
     

   Even the most careful consumer will eventually have a problem in purchasing or using a product or service. The successful business will work with its customers to resolve complaints. We hope these fact sheets will help consumers and businesses speed this process.

2. Business Education -- The Office of Consumer Affairs publishes a unique series of Consumer Affairs Guides for Business which define and encourage exemplary standards of business conduct and seek to heighten business sensitivity to consumer needs and preferences. Although the Guides are suitable and appropriate for any size organization, the target audience is primarily small- and medium-sized business.
   
   Abstracts of these Guides are available on OCA's fax-on-demand system (see below) by calling 202-501-1191. To order the full guide, 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.
   

   Credit & Financial Issues SN-003-000-00679-4 $2.25	Consumer Product Safety SN-003-000-00668-7 $2.25
   Managing Consumer Complaints SN-003-000-000671-9 $1.75	Product Warranties & Servicing SN-003-000-00670-1 $2.50

3. Special Reports -- A Resource Guide of Distance Selling Codes of Conduct/Ethics in Organization for Economic Cooperation and Development Nations The resource guide examines voluntary direct marketing and selling codes of conduct/ethics from 16 countries in the OECD and four international organizations. They include voluntary codes from Australia, Belgium, Canada, Finland, France, Germany, Ireland, Japan, Mexico, the Netherlands, New Zealand, Norway, Portugal, Switzerland, the United Kingdom, and the United States. The four international codes examined include the European Mail Order Traders Association, the European Union, International Chamber of Commerce, and World Federation of Direct Selling Associations. There are no voluntary codes for distance selling in Austria, Denmark, and Turkey. The executive summary is available on OCA's fax-on-demand system by calling (202) 501-1191.
4. Consumer Bulletins -- The Office of Consumer Affairs (OCA) publishes "Consumer Affairs Bulletins" to inform consumers about Department of Commerce programs and issues. Four of the most recent bulletins are available on OCA's fax-on-demand system by calling (202) 501-1191:
   • Consumer Affairs Guides for Business
   • International Trade Agreements: GATT and NAFTA
   • Preparing for Winter Storms
   • The Information Superhighway

Full texts, abstracts or summaries of selected OCA documents are available through: Fax-on-Demand (202) 501-1191; this system is operational 24-hours a day and can be used by anyone with a touch-tone telephone and fax machine within the continental United States. Simply dial (202) 501-1191 and follow the instructions (in English). Request document number 6001 for a complete list of OCA's materials, including the Spanish-language consumer tip sheets.
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Contact Information

Electronic mail address
caffairs@doc.gov

Web address
http://www.osec.doc.gov/oca

Office phone
202-482-5001
FAX 202-482-6007
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