Super complainers: Greater Public Inclusiveness in Governing Consumer Complaint Handling

Author

Jay Jackson and Kenneth Whitehurst

Organization

Consumers Council of Canada (CCC)

Published

2019

Summary

Effectively collected, analyzed and publicized consumer complaint data can be a highly useful compliance tool by raising public awareness about high levels of non-compliance, influencing enforcement priorities, instigating product recalls, providing disincentives to non compliant firms, and prompting policy consultations and public hearings.
In this report CCC explores Canadian consumer views regarding the effectiveness of current government and self-regulatory complaint handling systems and attitudes towards more innovative, inclusive, interactive and effective programs.
The report also provides an overview of some alternative systems being implemented in various regions and other countries. Additionally, CCC examines the challenges and opportunities of adopting more open, inclusive and interactive third-party consumer complaint management systems in Canada.
This report offers several recommendations to improve the complaint handling systems in Canada to better protect Canadian consumers and increase consumer confidence in Canada’s marketplace. Recommendations cover the importance of seeking more meaningful relationships with consumer organizations, and investing in more inclusive and interactive complaint management systems.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database