Consumer Direct

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

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 organistion (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)

References

Consumer Direct website

Technical documentation

eTSN project page