Consumer Direct

Consumer Direct is a Government-funded call centre providing basic consumer advice in the United Kingdom. 

Consumer Direct intention is to make such basic advice available to everyone regardless of the area in which they live.

Previously, provision of Consumer Direct advice services varied, with some local Councils operating extensive services with several staff; and others relying on other local advice services such as the Citizens Advice Bureau, see below for more information.

The service operates via a standardised national telephone number and by e-mail. Simpler complaints are dealt with directly; more complex matters that may require direct intervention or indicate some criminality will be passed on to the relevant organisation (usually the relevant local Trading Standards office) as a referral. The website also provides a number of advice sheets.

Trading Standards offices are notified of all complaints relating to a trader based in their area. It is expected that this will assist in identifying problem traders more quickly.

Data is transmitted on a secure network using a standardised xml format which assists automated uploading of the information into local databases and eventually into the proposed eTSN (electronic Trading Standards Network)

They provide clear, practical, impartial advice to help you sort out problems and disagreements you may be having with suppliers of goods or services.

From overcharging to faulty goods or dodgy workmanship and from energy supply to postal problems, their advisers are ready to offer solutions for individual problems.

They offer help and advice to every single consumer in Great Britain (regardless of age, gender, social background or ethnic group) who is buying or has bought goods or services. You can contact them by telephone or email.

Consumer Direct works in partnership with a number of other organisations across central and local government, and the charity sector.

ECA - European Competition Authorities

The ECA was founded in 2001 as a forum for discussion for the competition authorities in the European Economic Area. The ECA is an informal association whose aim is to improve co-operation between competition authorities and contribute to the efficient enforcement of national and European law. Co-operation is developed through the organisation of meetings, the establishment of working groups and the exchange of information, expertise and staff.

ICN – International Competition Network

The ICN is a virtual organisation, established in 2001 by competition authorities to discuss a range of practical competition enforcement and policy issues. It is an informal network of competition authorities from developed and developing countries, which operates by consensus. ICN members meet on an annual basis to discuss the project-based work streams, with the objective of sharing experiences, exchanging views and improving international co-operation on competition issues.

CPEN – International Consumer Protection and Enforcement Network

ICPEN is an informal network of the consumer protection enforcement authorities from over 30 countries (plus observers from OECD and the EC) across the globe.  Its main objective is to encourage practical action to prevent cross-border marketing malpractice. The network promotes informal co-operation between ICPEN members, who meet as a group twice a year in the country holding the Presidency.

OECD – Consumer Policy Committee

The Consumer Policy Committee consists of the consumer protection policy departments from the 30 OECD member countries plus observers. The OFT attends the Committee, accompanying the UK's Department for Trade and Industry. It meets twice a year, to examine questions relating to consumer policy and law and to contribute to the further development and strengthening of co-operation between Member countries in policy development and law enforcement.

OECD – Competition Law and Policy Committee

The Competition Committee brings together the competition authorities from the 30 OECD member countries plus observers. The OFT is an active participant in the Competition Committee and is the UK representative to the Committee's Competition Bureau. The Committee meets three times a year to discuss member countries' competition related activities and to exchange experiences and develop best practices on topics of mutual interest. The Committee also has OECD-style dialogues with non-members at the annual Global Forum on Competition.

Citizens Advice Bureau

A Citizens Advice Bureau (CAB) is one of a network of independent charities throughout the UK that give free, confidential information and advice to help people with their money, legal, consumer and other problems.

The twin aims of the Citizens Advice service are:

• To provide the advice people need for the problems they face.
• To improve the policies and principles that affect people's lives.

Trained advisers help write letters, make phone calls, negotiate with creditors and represent clients at tribunals and courts.

There are also Citizens Advice Bureau organisations in Australia and the the Bronx, New York, USA.

When referring to more than one local CAB, the abbreviation CAB is often pluralised as CABx because bureau is a French word with the plural bureaux, although CABs is also used.

The 12 principles of the CAB service

The Citizens Advice service in Scotland, England, Wales and Northern Ireland is guided by four principles. All Citizens Advice Bureaux and workers for the bureaux must adhere to these principles, and bureaux must demonstrate that they adhere to these principles in order to retain membership of the national umbrella bodies.

• A free service
• Confidentiality
• Impartiality
• Independence

The service is also committed to:

• Accessibility
• Effectiveness
• Community accountability
• The client’s right to decide
• A voluntary service
• Empowerment
• Information retrieval
• A generalist service

CAB's Work

A lot of the Citizens Advice service's work involves providing advice on issues such as debt management and welfare benefits, housing, immigration and asylum, employment, consumer complaints and landlord/tenant disputes. Advice is available in the bureaux, but also in community venues, in people's homes, by phone, by email.

The Citizens Advice service, both locally and nationally, also uses clients' problems as evidence to influence policy makers to review laws or administrative practices which cause undue difficulties to clients, in a process referred to as "Social Policy".