Public Database Created for Consumer Complaints
National, non-profit, Washington D.C.-based public interest organization Public Citizen is endorsing a database of consumer complaints to be launched in March by the Consumer Product Safety Commission (CSPC).
According to The Washington Post, the new database has been "hailed by consumer advocates as a resource that will revolutionize the way people make buying decisions."
Amongst those less than pleased, "major manufacturing and industry groups have raised concerns ... saying it may be filled with fictitious slams against their brands. Competitors or others with political motives could post inaccurate claims, business leaders say, and the agency will not be able to investigate most of the complaints." One specific objection is a concern that those without direct experience of products, including lawyers and members of organized groups, are allowed to make contributions.
Until now, consumers have had to file public records requests to see information gathered about problems. The CSPC was required to consult with manufacturers who were entitled to prevent disclosure. Recalls of dangerous products had to be negotiated and could take "months or years" during which time they were still on sale. The Post says that "under the new system, a complaint filed by a consumer will be posted for anyone to read within 15 days."
In the future, consumer complaints "will be posted for anyone to read within 15 days. ... The CPSC then has five days to notify the manufacturer, which in turn has 10 days to respond. A company can challenge the complaint as false, argue that it will give away a trade secret, or submit a response. The response will be published alongside the complaint in the database. If a company says a complaint is false or would disclose confidential business information, the CSPC will decide whether to withhold or publish the complaint."
Complainants must identify themselves, but their details won't be published or disclosed without permission. It is said "the database will not include peeves about reliability or quality, only information about defects that can cause injury or death."