CONSUMER COMPLAINTS - THEIR ROLE IN PRODUCT SAFETY (FROM CONSUMER COMPLAINTS - PUBLIC POLICY ALTERNATIVES, 1975, BY SAL DIVITA AND FRANK MCLAUGHLIN - SEE NCJ-57896)

• NCJ Number: 57902
• Author(s): C B NEWMAN
• Date Published: 1975
• Length: 6 pages
• Corporate Author: Acropolis Books
• Publication Format: Document
• Language: English
• Country: United States of America

Annotation

THE ROLE OF CONSUMER COMPLAINTS IN THE OPERATION OF THE CONSUMER PRODUCT SAFETY COMMISSION IS DESCRIBED AND NEW DIRECTIONS FOR EFFORTS TO IMPROVE PRODUCT SAFETY ARE SUGGESTED BY THE HEAD OF THE COMMISSION.

Abstract

THE COMMISSION RECEIVES 84,000 CONSUMER CONTACTS EACH YEAR, 65 PERCENT BY MAIL, THE REMAINDER ON A CONSUMER HOTLINE. THE COMMISSION RESPONDS TO EACH COMPLAINT BY PROVIDING PUBLISHED MATERIALS, CONDUCTING A STAFF ANALYSIS AND PREPARING A RESPONSE, OR PROVIDING A STATUS REPORT FOR CONSUMERS WHO ASK FOR SPECIFIC REGULATORY ACTION. THE COMMISSION MAY BE SUFFICIENTLY CONCERNED ABOUT A HAZARD IDENTIFIED BY A CONSUMER TO OBTAIN ADDITIONAL INFORMATION FROM A MANUFACTURER. IN SOME CASES, CONSUMERS PROVIDE SUFFICIENT INFORMATION TO ENABLE THE COMMISSION TO GATHER AND TEST SAMPLES AND DECLARE A SUBSTANTIAL OR IMMINENT HAZARD. CONSUMER COMPLAINT DATA ARE ANALYZED IN COMBINATION WITH INJURY DATA COLLECTED DAILY FROM 119 HOSPITALS. CONSUMER COMPLAINTS ARE ALSO USED TO DEVISE STRATEGIES FOR INFORMATION AND EDUCATION PROGRAMS. IT IS EVIDENT THAT CONSUMER COMPLAINTS ARE AN IMPORTANT PART OF THE COMMISSION'S SYSTEM, BUT THAT SYSTEM NEEDS TO BE CHANGED. GOVERNMENT SHOULD NOT HAVE TO BE IN THE CONSUMER COMPLAINT BUSINESS. CONSUMERS SHOULD BE COMMUNICATING THEIR CONCERNS DIRECTLY TO INDUSTRY, WHICH SHOULD BE ANALYZING CONSUMER COMPLAINTS TO DETERMINE WHETHER PRODUCTS NEED TO BE CHANGED OR RECALLED. TO ENSURE THAT PRODUCT SAFETY PROBLEMS ARE SOLVED BY THE PRIVATE SECTOR, WITH A LIMITED ROLE FOR GOVERNMENT, THE FOLLOWING POINTS NEED TO BE CONSIDERED: (1) BUSINESS MUST ACCEPT THAT, IN THE DESIGN AND SALE OF PRODUCTS, PRODUCT SAFETY AND EFFECTIVENESS ARE EQUALLY IMPORTANT; (2) CONSUMERS MUST BECOME MORE CONCERNED ABOUT PRODUCT SAFETY BEFORE THEY BUY, NOT AFTER THEY ARE HURT; (3) BUSINESS MUST TAKE CONSUMER COMPLAINTS MORE SERIOUSLY AND RESPOND WITH MEANINGFUL ACTION; (4) BUSINESS MUST TELL CONSUMERS HOW TO COMPLAIN; (5) EDUCATORS SHOULD HELP BUSINESS AND GOVERNMENT BECOME MORE SENSITIVE TO SAFETY AND MORE ADEPT IN DEALING WITH ONE ANOTHER; AND (6) GOVERNMENT MUST PROVIDE WHATEVER ASSISTANCE IS NEEDED FOR THE PRIVATE SECTOR TO ADDRESS PRODUCT SAFETY PROBLEMS. (LKM)