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General Consumer Information
A consumer with a product or service complaint should first contact the person or company who sold him or her the item or performed the service. Complaints usually can be resolved at this level. If not, call or write the consumer complaint department at the company's headquarters. Whenever filing a complaint, remember to maintain records of any correspondence, persons spoken to, dates and times, and do not send any original documents.
The State of California Department of Consumer Affairs publishes a number of helpful pamphlets on a variety of consumer protection issues. For a copy of the publications list, contact the Department of Consumer Affairs, Publications Department, P.O. Box 310, Sacramento, CA 95814, or call (800) 952-5210. Many publications also are available in Spanish. The Department of Consumer Affairs also maintains a Consumer Assistance Office, 400 R Street #1040, Sacramento, CA 95814, (916) 445-0660, TDD (916) 322-1700, which can assist with many consumer and contract issues. For a free fact sheet on Spanish-language contracts, write the Department of Consumer Affairs, Spanish Language Contracts, P.O. Box 310, Sacramento, CA 95814. The Department of Consumer Affairs also operates a toll-free Consumer Infoline that provides recorded information on sales tactics and other consumer topics (i.e. landlord-tenant issues). The Infoline number is (800) 344-9940.
The Complaint Mediation Division of the Department of Consumer Affairs processes complaints for the Bureau of Security and Investigative Services, the Bureau of Automotive Repair, and other services. The Division attempts to resolve disputes through the informal mediation process. Mediation Centers are located in Sacramento, South El Monte, Riverside, and Hayward. To locate the nearest Mediation Center, or for information on mediation assistance, call (800) 952-5210.
Another consumer resource is the local Better Business Bureau (BBB). BBBs are non-profit organizations, sponsored by local businesses, meant to promote good relations between consumers and businesses. Though BBBs have no legal authority, they may contact businesses involved in disputes and offer some form of arbitration to settle the matters. Check the white pages of the phone book for the nearest office.
The federal government maintains a Consumer Product Safety Commission, which provides public information on consumer products. The toll-free number is (800) 638-2772.