Consumer Direct

Consumer Direct is a Government-funded call centre providing basic consumer advice in the United Kingdom. Information is also provided on their website (see below).

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

Previously, provision of consumer 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.

The service operates via a standardised national telephone number (currently 08454 04 05 06) 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).

Abolition

The future of Consumer Direct is under review due to the coalition government's spending review and its functions may be returned to local Trading Standards departments and Citizens' Advice bureaux. The situation has been confused by newspaper articles claiming that the service had 68 separate call centres, rather than the 12 it actually had.

References

• Consumer Direct website
• Technical documentation
• eTSN project page
• Consumer Direct/eTSN proposal
• Independent newspaper

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