Consumer Complaints Management - A Guide for Canadian Business
Organization
Consumer Measures Committee (CMC)Published
2002Summary
As part of their efforts to decrease the likelihood of consumer problemsarising, and to respond effectively when complaints and difficulties do
occur, businesses employ a wide range of consumer complaints management
(CCM) techniques. In addition to addressing the immediate problems
of individual consumers, firms may develop CCM initiatives in response
to competitive pressures, to obtain feedback on how to improve products
and services, and to reduce the likelihood of government having to intervene
to solve a problem. CCM initiatives are applied by businesses, and
are not required by law. They may be developed by single firms, or created
for and applied by many firms.
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Contact information
Address
Office of Consumer Affairs Industry Canada 235 Queen Street, 6th Floor, West Tower Ottawa, ON K1A 0H5
Email
Website
Telephone
(613)
943-2502
Fax
(613)
952-6927
Source: Consumer Policy Research Database