By Ross Cranston
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Additional resources for Regulating Business: Law and Consumer Agencies
Many consumer agencies, however, have now recruited special advice officers, although the volume of complaints means that enforcement officers still handle some. Because of the isolated physical location of many consumer agencies, Citizens' Advi~e Bureaux and libraries are used as contact points for the services. In Blankshire, one of the authorities in which I did field work, prepaid postcards are provided through libraries and parish organisations, and consumers are invited to complete brief particulars of their complaint and forward them to the agency.
A second source of complaints, say consumer agencies, is because illfeeling which is irrelevant to the matters in dispute develops between consumers and businesses. Consumers adopt an unreasonable approach in bringing problems to the attention of businesses, which are frequently prepared to offer recompense to complainants.
II THE PERCEIVED ROLE OF CONSUMER AGENCIES Those engaged in legal and other activities use what have been called 'operational philosophies' - conceptions of the nature of their tasks, of how best to undertake them, and of the relationship of what they do to broader issues. These conceptions may not be particularly developed and they may be rather abstruse, but they will have a practical side in which they can provide guidance as to everyday activity,1a In this section I discuss the notions that consumer officers have of their role, and then the following section focuses on the attitudes of consumer officers towards businesses and consumers.
Regulating Business: Law and Consumer Agencies by Ross Cranston