Where Can I Get More Help?

• Service & Complaints Guides
• A Practical Guide to Handling Consumer Complaints
• Best Practices in Handling Customer Complaints
• A Guide for Consumer Complaints Management
• 6 Steps to Achieve Customer Service Excellence

To explore the subject of consumer complaints management in more depth, readers may wish to consult the following sources.

• Summary of the Market-driven Consumer Redress Workshop (Ottawa, January 25 and 26, 2001), available from Industry Canada’s Office of Consumer Affairs
  
  
• Market-driven Consumer Redress Case Studies, available from Industry Canada’s Office of Consumer Affairs
  
  
• Customers First, a summary of guidance and information from Canadian, American and other sources, available from Industry Canada’s Office of Consumer Affairs
  
  
• Society of Professionals in Dispute Resolution (now part of the Association for Conflict Resolution): http://www.acrnet.org
  
  
• Voluntary Codes: A Guide for Their Development and Use:http://strategis.ic.gc.ca/volcodes
  
  
• Participating in the Standards System: A Handbook for Consumer Representatives, available from Industry Canada’s Office of Consumer Affairs
  
  
• the Society of Consumer Affairs Professionals in Business regularly conducts research and publishes information about improving customer service (http://www.socapcanada.org)

1. Summary
2. Introduction
3. Market-based Customer Complaints Handling Initiatives
4. Preventive Customer Complaint Handling Initiatives
5. Internal Complaints Handling Initiatives
6. External Private Dispute Resolution Initiatives
7. Comprehensive Complaints Handling Systems
8. Characteristics of Effective Online Trustmark Programs
9. Online Redress
10. The Need for Effective Customer Complaint Handling Initiatives
11. Customer Complaint Handling Initiatives and the Law
12. Developing and Implementing Complaint Handling Initiatives
13. Elements of Successful Customer Complaint Handling Initiatives
14. Where Can I Get More Help?

• Related Content