Consumers Resource Handbook

Table of Contents

Acknowledgments iv

Using this Handbook 1 What's in the Handbook 1 Other Sources of Help 2 Other Consumer Information 4

Part I. Buying Smart 5 Protecting Yourself 5 Red Flags of Fraud 6 Complaining Effectively 6 Writing a Complaint Letter 7 Sample Complaint Letter 8 Consumer Tips 9 Car Repair, Purchase, Renting and Other Concerns 9 Mail Order 12 Mail Fraud 13 Telemarketing 13 Calls That Cost: 900 Numbers and Other Pay-Per-Call Services 14 Door-to-Door Sales 15 Home Improvement 16 Home Financing 17 Selecting a Financial Institution 18 Credit 19 Consumer Privacy 22 Advance Fee Scams 23 Special Contracts 23 Travel Scams 25 Rent-To-Own 25 Product Safety and Recalls 26 Nutrition Labeling 27

Part II. Consumer Assistance Directory 29 Corporate Consumer Contacts 29 National Consumer Organizations 56 Car Manufacturers 59 Better Business Bureaus 63 Trade Association and Other Dispute Resolution Programs 67 State, County and City Government Consumer Protection Offices 70 State Agencies on Aging 83 State Banking Authorities 87 State Insurance Regulators 89 State Securities Administrators 91 State Utility Commissions 93 State Vocational and Rehabilitation Agencies 95 State Weights and Measures Offices 99 Military Commissary and Exchange Offices 102 Federal Information Center 104 Selected Federal Agencies 105 Federal TDD Directory 111

Index 116

Acknowledgments

The U.S. Office of Consumer Affairs wishes to express its gratitude to the members of the focus group which provided many ideas and suggestions for this edition of the Handbook.

Mr. John Barker National Consumers League

Dr. Elizabeth Brabble School of Business Howard University

Mr. Emmitt Carlton National Association of Attorneys General

Mr. Hoyte Decker U.S. Department of Transportation

Ms. Anna Flores National Association of Consumer Agency Administrators

Ms. Susan Giesberg President, National Association of Consumer Agency Administrators Mr. George Idelson Consumer Affairs Letter

Ms. Denise Kelleher Head of Reference Arlington County (VA) Libraries

Ms. Nellie Miller Montgomery County (MD) Office of Consumer Affairs

Ms. Jean Otte Corporate Vice President National Car Rental

Ms. Shirley Rooker Call for Action

Ms. Diane VanLonkhuyzen Food Safety and Inspection Service U.S. Department of Agriculture

Ms. Dianne Ward Council of Better Business Bureaus, Inc.

Ms. Gilda Warnick D.C. Department of Consumer and Regulatory Affairs

Using this Handbook

The Consumer's Resource Handbook is divided into two sections. Part I, "Buying Smart," lists tips on getting the most for your money, handling your own complaint and writing a complaint letter. Part I also provides tips on several consumer issues, including protecting personal privacy and preventing credit card fraud.

Part II of the Handbook, which is updated every two years by the U.S. Office of Consumer Affairs (USOCA), lists offices you can contact for help with consumer problems or questions. This section includes "National Consumer Organizations," "Corporate Consumer Contacts," "Car Manufacturers," "Better Business Bureaus," "Trade Association and Other Dispute Resolution Programs," "State, County and City Government Consumer Offices," "Selected Federal Agencies," and "Military Commissary and Exchange Contacts." Check the "Table of Contents" for a complete list of the offices in this part of the book.

There is a subject "index" at the back of the Handbook to help you locate information about specific topics.

What's in the Handbook

National Consumer Organizations

There are a number of national organizations whose missions are defined as consumer assistance, protection and/or advocacy. Several of these organizations assist consumers directly; others are interested in hearing from consumers about problems and concerns; most, though not all, develop educational materials for consumers. Addresses, telephone numbers and descriptions of more than 30 of these organizations are listed in the National Consumer Organizations" section of this Handbook, beginning on page 56.

Corporate Consumer Contacts

Many companies have consumer affairs or customer relations departments to answer questions or help resolve consumer complaints.

The addresses and telephone numbers of more than 550 companies are listed in the "Corporate Consumer Contacts" section of this Handbook, beginning on page 29. If you write to the company, you may use the sample letter on page 8 as a guide for your own letter.

Car Manufacturers

Most foreign and American car manufacturers have national or regional offices which handle consumer complaints not resolved by your local car dealer. The list of "Car Manufacturers" begins on page 59.

Better Business Bureaus

There are approximately 63 Better Business Bureaus (BBBs) in the United States. These bureaus are non-profit organizations, sponsored by private local businesses. They offer a variety of services. These services include general information on products or services, reliability reports, background information on local businesses and organizations, and records of a company's complaint-handling performance.

The Council of Better Business Bureaus, which is sponsored by national companies, also offers consumer education programs and reports on charitable organizations. The address for the council and a list of BBBs operating in the United States begin on page 63.

Trade Association and Other Dispute Resolution Programs

There are nearly 40,000 trade and professional associations in the United States, representing a variety of interests (for example, banking, insurance, clothing manufacturing) and professions (for example, accountants, lawyers, doctors, therapists).

Some of these associations and their members have established programs to help consumers with complaints not resolved at the point of purchase.

Trade associations have various consumer functions, which are described in National Trade & Professional Associations of the United States. Check your local library for this book and related sources of help.

A list of "Trade Association and Other Dispute Resolution Programs" begins on page 67.

State, County and City Government Consumer Offices

State and local consumer protection offices can help you resolve consumer complaints and provide you with consumer education information. These agencies might mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate professions, promote strong consumer protection legislation, provide educational materials and advocate in the consumer interest. It is important to report complaints and suspected frauds and misrepresentations to these governmental agencies. Consumer complaints form the basis of most consumer protection law enforcement actions.

If you want to file a complaint, call your local consumer protection office to learn what you need to do. A list of state, county and city government consumer protection offices begins on page 70.

Many states also have special commissions and agencies to handle consumer questions and complaints about aging, banks, insurance, utilities, vocational and rehabilitation services, weights and measures, and securities. These agencies are listed separately, beginning on page 83.

In addition, a variety of other helpful community services might be available in your area. For example, county and state Cooperative Extension Services offer information about health, safety, product comparisons, financial planning and nutritional needs. Information about these and other state and local services can be found at your library and in the telephone directory in the city, municipal, county or state government listings.

Selected Federal Agencies

Many Federal government agencies can help you with consumer questions and complaints. A number of these agencies have enforcement authority and/or complaint-handling responsibilities. The Federal agencies listed, beginning on page 105, respond to consumer complaints and inquiries.

A list of Federal agencies with Telecommunications Devices for the Deaf (TDDs) begins on page 111.

Military Commissary and Exchange Contacts

Interested consumers will find a list of "Military Commissary and Exchange Contacts" on page 102. The list includes the regional offices and headquarters for all the Armed Forces Exchanges and Commissaries.

Other Sources of Help

Libraries

The local library can be a good source of help. Many of the publications mentioned in this Handbook can be found in public libraries. Some university and other private libraries also allow individuals to use their reference materials. Check your local telephone directory for the location of nearby libraries. Media Programs

Local newspapers and radio and television stations often have "Action Line" or "Hot Line" services. These programs might be able to help consumers with their problems. Sometimes these programs, because of their influence in the community, are successful in helping to resolve consumer complaints. Some action lines select only the most severe problems or those that occur most frequently. They might not be able to handle every complaint.

To find these services, check with your local newspapers, radio and television stations, or local library.

Occupational and Professional Licensing Boards

Many state agencies license or register members of various professions, including doctors, plumbers, electricians, car repair shops, employment agencies, beauticians, and television and radio repair shops. In some states, local consumer agencies license or register some professions.

In addition to setting licensing standards, these boards also issue rules and regulations; prepare and give examinations; issue, deny or revoke licenses; bring disciplinary actions; and handle consumer complaints.

Many boards have referral services or consumer education materials to help you select a professional. If you have a complaint and contact a licensing agency, the agency will contact the professional on your behalf. If necessary, they might conduct an investigation and take disciplinary action against the professional. This action can include probation or license suspension or revocation.

To find the local office of an occupational or professional licensing board, check your local telephone directory under the headings of "Licensing Boards" or "Professional Associations," or look for the name of the individual agency. If you need help locating the right office, contact your state or local consumer office.

Legal Help

Please note that some of the sources of help listed in the Consumer's Resource Handbook have a policy of declining complaints from consumers who have sought prior legal counsel. Small Claims Court

Small claims courts were established to resolve disputes involving claims for small debts and accounts. While the maximum amounts that can be claimed or awarded differ from state to state, court procedures generally are simple, inexpensive, quick and informal. Court fees are minimal, and you often get your filing fee back if you win your case. Generally, you will not need a lawyer. In fact, in some states, lawyers are not permitted. If you live in a state that allows lawyers and the party you are suing brings one, do not be intimidated. The court is informal, and most judges make allowances for consumers who appear without lawyers.

Remember, even though the court is informal, the ruling must be followed, just like the ruling of any other court.

If the party bringing the suit wins the case, the party who lost often will follow the court's decision without additional legal action. Sometimes, however, losing parties will not obey the decision. In these cases, the winning party can go back to court and ask for the order to be "enforced." Depending on local laws, the court might, for example, order property to be taken by law enforcement officials and sold. The winning party will get the money from the sale, up to the amount owed. Alternatively, if the person who owes the money receives a salary, the court might order the employer to garnish or deduct money from each paycheck and give it to the winner of the lawsuit.

Check your local telephone book under the municipal, county or state government headings for small claims court offices. When you contact the court, ask the court clerk how to use the small claims court. Many state and local consumer agencies have consumer educational material to prepare you for small claims court (see page 70). To better understand the process, sit in on a small claims court session before taking your case to court. Many small claims courts have created dispute resolution programs to help citizens resolve their disputes. These dispute resolution processes (e.g., mediation and conciliation) often simplify the process. For example, in mediation, both people involved in the small claims dispute meet, sometimes in the evenings or on weekends, and with the assistance of a neutral, third-party mediator, discuss the situation and create their own agreement.

Research indicates that if both people show up for the mediation, 85%-90% of the time an agreement is reached. Just as importantly, researchers learned in follow-up, six months after the session, that 85% of the agreements were "substantially fulfilled."

Considering this, when you contact your small claims court, ask first about their mediation or conciliation process.

For additional information about dispute resolution, contact the American Bar Association, Standing Committee on Dispute Resolution, 1800 M Street, N.W., Washington, D.C. 20036, (202) 331-2258.

Legal Aid

Legal Aid offices help individuals who cannot afford to hire private lawyers. There are more than 1,000 of these offices around the country staffed by lawyers, paralegals and law students. All offer free legal services to those who qualify. Funding is provided by a variety of sources, including Federal, state and local governments and private donations. Many law schools nationwide conduct clinics in which law students, as part of their training, assist practicing lawyers with these cases. Legal Aid offices generally offer legal assistance with such problems as landlord-tenant relations, credit, utilities, family issues (e.g., divorce and adoption), foreclosure and home equity fraud, social security, welfare, unemployment and workmen's compensation. Each Legal Aid office has its own board of directors which determines the priorities of the office and the kinds of cases handled. If the Legal Aid office in your area does not handle your type of case, it should be able to refer you to other local, state or national organizations that can provide advice or help. Check the telephone directory to find the address and telephone number of the Legal Aid office near you. If you would like a directory of Legal Aid offices around the country, contact the National Legal Aid and Defender Association, 1625 K Street, N.W., 8th Floor, Washington, D.C. 20006, (202) 452-0620.

Legal Services Corporation

The Legal Services Corporation (LSC) was created by Congress in 1974. There are LSC offices in all 50 states, Puerto Rico, the Virgin Islands, Guam and Micronesia. To find the LSC office nearest you, check the telephone directory, call the Federal Information Center (FIC) listed on page 104, or call the LSC Public Affairs Office at (202) 863-4089. If you wish to buy a full directory of all LSC programs, write or call:

Public Affairs Legal Services Corporation 400 Virginia Avenue, S.W. Washington, D.C. 20024-2751 (202) 863-4089

Finding a Lawyer

If you need help finding a lawyer, check with the Lawyer Referral Service of your state, city or county bar association listed in local telephone directories.

Complaints about a lawyer should be referred to your state, county or city bar association.

Other Consumer Information

Consumer Credit Counseling Services

Counseling services provide assistance to individuals having difficulty budgeting their money and/or meeting necessary monthly expenses. Many organizations, including credit unions, family service centers and religious organizations, offer some type of free or low-cost credit counseling.

The Consumer Credit Counseling Service (CCCS) is one non-profit organization that provides money management techniques, debt payment plans and educational programs. Counselors take into consideration the needs of the client, as well as the needs of the creditor, when working out a debt repayment plan. You can find the CCCS office nearest you by contacting the National Foundation of Consumer Credit, Inc., 8611 Second Avenue, Suite 100, Silver Spring, MD 20910-3372, 1 (800) 388-CCCS (toll free). Consumer Groups

Private and voluntary consumer organizations usually are created to advocate specific consumer interests. In some communities, they will help individual consumers with complaints. However, they have no enforcement authority. To find out if such a group is in your community, contact your state or local government consumer protection office. A list of the state and local offices begins on page 70.

Consumer Information Catalog

The Consumer Information Catalog lists approximately 200 free or low-cost Federal booklets with helpful information for consumers. Topics include careers and education, cars, child care, the environment, Federal benefits, financial planning, food and nutrition, health, housing, small business and more. This free Catalog is published quarterly by the Consumer Information Center of the U.S. General Services Administration. Single copies of the Catalog only may be ordered by sending your name and address to Catalog, Consumer Information Center, Pueblo, CO 81009 or by calling (719) 948-4000. Non-profit groups that can distribute 25 copies or more each quarter automatically can receive copies by writing for a bulk mail card.

Part I. Buying Smart

Protecting Yourself

Consumers are faced with a marketplace full of decisions. Ask the right questions before and after you buy and avoid consumer fraud and rip-offs.

Before you buy

o Take advantage of sales, but compare prices. Do not assume an item is a bargain just because it is advertised as one.

o Don't rush into a large purchase because the "price is only good today."

o Check to see if the company is licensed or registered at the local or state level.

o Contact your consumer protection office or Better Business Bureau (BBB) for any complaint recorded against the company. Request any consumer information they might have on the type of purchase.

o Be aware of such extra charges as delivery fees, installation charges, service costs, and postage and handling fees. Add them into the total cost.

o Ask about the seller's refund or exchange policy.

o Read the warranty. Note what is covered and what is not. Find out what you must do and what the manufacturer or seller must do if there is a problem.

o Don't sign a contract without reading it. Don't sign a contract if there are any blank spaces in it or if you don't understand it. In some states, it is possible to sign away your home to someone else.

o Before buying a product or service, contact your consumer protection office to see if there are automatic cancellation periods for the purchase you are making. In some states, there are cancellation periods for dating clubs, health clubs, and timeshare and campground memberships. Federal law gives you cancellation rights for certain door-to-door sales.

o Walk out or hang up on high-pressure sales tactics. Don't be forced or pressured into buying something.

o Only do business over the telephone with companies you know. o Be suspicious of P.O. Box addresses. They might be mail drops. If you have a complaint, you might have trouble locating the company.

o Do not respond to any prize or gift offer that requires you to pay even a small amount of money.

o Use unit pricing in supermarkets to compare what items cost. Unit pricing allows you to compare the price ounce-for-ounce, pound-for-pound, etc. As an example, bigger packages are not always cheaper than smaller ones.

o Use coupons carefully. Do not assume they are the best deal until you've compared them to the prices of competitive products.

o Make sure all documents you sign are in a language you understand.

o Don't rely on a salesperson's promises. Get everything in writing.

Remember:

1. First contact the seller if you have a complaint.

2. If that does not resolve your problem, contact the company headquarters.

3. If your problem is still unresolved, refer to the subject index for the organizations, or local, state and Federal offices that provide help in cases like yours.

4. Taking legal action should be the last resort. However, if you decide to exercise this right, be aware that you might have to act within a certain time period. Check with your lawyer about any statutes that apply to your case.

After you buy

o Read and follow product and service instructions.

o Be aware that how you use and take care of a product might affect your warranty rights.

o Keep all sales receipts, warranties, service contracts and instructions.

o If you have a problem, contact the company as soon as possible. Trying to fix the product yourself might cancel your right to service under the warranty.

o Keep a written record of your contact with the company. o If you have a problem, check with your consumer protection office to find out about the warranty rights in your state. o If you paid for your purchase with a credit card, you have important rights that might help you dispute charges. (See the "Consumer Tips" section, page 20.)

o Check your contract for any statement about your cancellation rights. Contact your consumer protection office to see if a cancellation period applies.

o If you take the product in for repair, be sure the technician understands and writes down the problem you have described. Red Flags of Fraud

Consumer protection offices urge consumers to be aware of the red flags of fraud. Walk away from bogus offers. Toss out the mail or hang up when you hear:

o "Sign now or the price will increase;"

o "You have been specially selected...;"

o "You have won...;"

o "All we need is your credit card (or bank account) number -for identification only;"

o "All you pay is for postage, handling, taxes...;"

o "Make money in your spare time - guaranteed income...;" o "We really need you to buy magazines (a water purifier, a vacation package, office products) from us because we can earn 15 extra credits...;"

o "I just happen to have some leftover paving material from a job down the street...;"

o "Be your own boss! Never work for anyone else again. Just send in $50 for your supplies and...;"

o "A new car! A trip to Hawaii! $2,500 in cash! Yours, absolutely free! Take a look at our...;"

o "Your special claim number entitles you to join our sweepstakes...;" or

o "We just happen to be in your area and have toner for your copy machine at a reduced price."

Remember, the smart consumer always looks at the total price before deciding and checks out the company and product before buying.

Stay away from telemarketers who want to:

o send a courier service for your money;

o have you send money by wire;

o automatically withdraw money from your checking account; o offer you a free prize, but charge handling and shipping fees;

o ask for your credit card number, checking or savings account number, social security number or other personal information; and

o get payment in advance especially for employment referrals, credit repair, or providing a loan or credit card.

Stay away from lotteries, pyramid schemes and multi-level sales schemes. They are all good ways to separate you from your money.

Complaining Effectively

Save all purchase-related paperwork in a file. Include copies of sales receipts, repair orders, warranties, canceled checks, contracts, and any letters to or from the company. When you have a problem:

o Contact the business that sold you the item or performed the service. Calmly and accurately describe the problem and what action you would like taken.

o Keep a record of your efforts to resolve the problem. When you write to the company, describe the problem, what you have done so far to try to resolve it and what solution you want. For example, do you want your money back, the product repaired or the product exchanged?

Allow time for the person you contacted to resolve your problem. Keep notes of the name of the person you spoke with, the date and what was done. Save copies of all letters to and from the company. Don't give up if you are not satisfied.

o Contact the company headquarters if you have not resolved your problem at the local level. Many companies have a toll-free 800 number. Look for it on package labeling, in a directory of 800 telephone numbers (available at your local library), by calling 1 (800) 555-1212 (toll free) or by referring to the many corporate consumer contacts, beginning on page 29. Address your letter to the consumer office or the company's president.

Writing a Complaint Letter

Where to send it

o Check the product label or warranty for the name and address of the manufacturer.

o If you need additional help locating company information, check the reference section of your local library for the following books: Standard & Poor's Register of Corporations, Directors and Executives; Standard Directory of Advertisers; Trade Names Dictionary; and Dun & Bradstreet Directory.

o If you have the brand, but cannot find the name of the manufacturer, the Thomas Register of American Manufacturers lists the manufacturers of thousands of products. Check your local library.

o Each state has an agency (possibly the corporation commission or secretary of state's office) that provides addresses for companies incorporated in that state.

o Remember, do business with a company you will be able to find later. It might be difficult to find companies in other states or those listing post office boxes as addresses. Even if you have an address, it might be only a mail drop, so be sure you know where the company you are doing business with is located physically.

What to say

o Include in the letter your name, address, home or work telephone numbers, and account number, if any.

o Make your letter brief and to the point. Include the date and place you made the purchase, who performed the service, such information about the product as the serial or model number or warranty terms, what went wrong, with whom you have tried to resolve the problem and what you want done to correct the problem.

o Use the sample consumer complaint letter on the following page as a guide.

o Include copies, not originals, of all documents.

o Be reasonable, not angry or threatening, in your letter. Type your letter, if possible, or make sure your handwriting is neat and easy to read.

o Keep a copy of all letters to and from the company.

o You might want to send your complaint letter with a return receipt requested. This will cost more, but will give you proof that the letter was received and tell you who signed for it. o If you feel you have given the company enough time to resolve the problem, send a copy of your letter to, or file a consumer complaint with, your local or state consumer protection agency, such specific state agencies as banking, insurance and utilities, or local Better Business Bureau. Their addresses can be found starting on pages 70, 87 and 63, respectively. Include information about what you have done so far to try to resolve your complaint. If you think a law has been broken, contact your local or state consumer protection agency right away.

Sample Complaint Letter

(Your Address) (Your City, State, ZIP Code) (Date)

(Name of Contact Person, if available) (Title, if available) (Company Name) (Consumer Complaint Division, if you have no contact person) (Street Address) (City, State, ZIP Code)

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the product with serial or model number or service performed) at (location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the specific action you want - money back, charge card credit, repair, exchange, etc.). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area codes).

Sincerely, (your name)

Enclosure(s) cc: (reference to whom you are sending a copy of this letter, if anyone)

Consumer Tips

This section contains a number of suggestions to help you become a smarter consumer. It includes tips on how to buy a car, avoid fraud and protect your privacy.

Remember to check with your local consumer protection office and Better Business Bureau for other consumer information on a variety of topics. Their addresses and phone numbers are listed on pages 70 and 63, respectively.

Car Repair, Purchase, Renting and Other Concerns

Car Repair

o Choose a reliable repair shop recommended to you by family or friends or an independent consumer rating organization. Check out the repair shop's complaint record with your state or local consumer protection office or Better Business Bureau.

o When you take the car to the shop, describe the symptoms. Don't diagnose the problem.

o Get more than one estimate. Get them in writing.

o Make it clear that work cannot begin until you have authorized it. Don't authorize work without a written estimate, or if the problem can't be diagnosed on the spot, insist that the shop contact you for your authorization once the trouble has been found.

o Don't sign a blank repair order. Make sure the repair order reflects what you want done before you sign it.

o Is the repair covered under warranty? Follow the warranty instructions.

o Ask the shop to keep the old parts for you.

o Get all warranties in writing.

o Some car manufacturers might be willing to repair certain problems without charge even though the warranty has expired. Contact the manufacturer's zone representative or the dealer's service department for assistance.

o Keep copies of all paperwork.

Some states, cities and counties have special laws that deal with auto repairs. For information on the laws in your state, contact your state or local consumer protection office.

Buying A Used Car

o Check newspaper ads and used car guides at a local library so you know what's a fair price for the car you want. Remember, prices are negotiable. You also can look up repair recalls for car models you might be considering.

o Call the Auto Safety Hotline at 1 (800) 424-9393 to get recall information on a car. Authorized dealers of that make of vehicle must do recall work for free no matter how old the car is. o Shop during daylight hours so that you can thoroughly inspect the car and take a test drive. Don't forget to check all the lights, air conditioner, heater and other parts of the electrical system.

o Do not agree to buy a car unless you've had it inspected by an independent mechanic of your choice.

o Ask questions about the previous ownership and mechanical history of the car. Contact the former owner to find out if the car was in an accident or had any other problems.

o Check with your local department of motor vehicles to find out what you need in order to register a car.

o Ask the previous owner or the manufacturer for a copy of the original manufacturer's warranty. It still might be in effect and transferable to you.

o Don't sign anything that you don't understand. Read all documents carefully. Negotiate the changes you want and get them written into the contract.

o For information on recalls and safety issues, see page 10 under new car sales.

Buying from a Private Individual

Generally, private sellers have less responsibility than dealers for defects or other problems.

o Check with your state's motor vehicle department on what you will need to register a vehicle.

o Make sure the seller isn't a dealer posing as an individual. That might mean the dealer is trying to evade the law and might be an indicator of problems with the car. Look at the title and registration. Make sure the seller is the registered owner of the vehicle.

o Ask the seller lots of detailed questions about the car. o Have the car inspected by your mechanic before you agree to buy it.

Buying from a Dealer

Check the complaint records of car dealers with your state or local consumer protection agency or Better Business Bureau. o Read the "Buyers Guide" sticker required to be displayed in the window of the car. It gives information on warranties, if any are offered, and provides other information.

o In most states, used cars may be sold "as is." If the "as is" box is checked off on the "Buyers Guide," you have no warranty. o If the "warranty" box is checked off on the "Buyers Guide," ask for a copy of the warranty and review it before you agree to buy the car.

o Have the car inspected by your mechanic before you agree to buy it.

o Some states have laws giving extra protection to used car buyers. Contact your state or local consumer protection office to find out what rights you might have.

o To order a free publication on buying a used car, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222.

Buying A New Car

o Evaluate your needs and financial situation. Read consumer magazines and test drive several models before you make a final choice.

o Find out the dealer's invoice price for the car and options. This is what the manufacturer charged the dealer for the car. You can order this information for a small fee from consumer publications you can find at your local library.

o Find out if the manufacturer is offering rebates that will lower the cost.

o Get price quotes from several dealers. Find out if the amounts quoted are the prices before or after the rebates are deducted.

o Keep your trade-in negotiations separate from the main deal. o Compare financing from different sources, for example, banks, credit unions and other dealers before you sign the contract. o Read and understand every document you are asked to sign. Do not sign anything until you have made a final decision to buy. o Think twice about adding expensive extras, you probably don't need, to your purchase, for example, credit insurance, service contracts or rustproofing.

o Inspect and test drive the vehicle you plan to buy, but do not take possession of the car until the whole deal,including financing, is finalized.

o Don't buy on impulse or because the salesperson is pressuring you to make a decision.

o The National Highway Traffic Safety Administration's Auto Safety Hotline at 1 (800) 424-9393 (toll free) distributes recall and safety information on used and new cars, trucks, motorcycles, motor homes, child seats and other motor vehicle equipment; vehicle crash test information; tire quality grading reports; child seat registration forms; and other safety literature. You should report all vehicle and child seat defect information to the Hotline (see page 108).

o The Center for Auto Safety (see page 56) monitors auto defects. To see if there is a pattern of repeated complaints on a certain vehicle model, write the Center for Auto Safety, 2001 S Street, N.W., Suite 410, Washington, DC 20009 and include the vehicle make, model and year, and a self-addressed stamped envelope.

Credit and Sublease Brokers

A new and rapidly growing area of consumer fraud involves con artists who prey on people who have bad credit and who are having problems getting loans to buy cars. There are two main schemes: o The "credit broker" promises to get a loan for you in exchange for a high fee. In many cases, the "broker" takes the fee and disappears, or simply refers you to high-interest loan companies.

o The "sublease" broker charges a fee to arrange for you to "sublease" or "take over" someone else's car lease or loan. Such deals usually violate the original loan or lease agreement. Your car can be repossessed even if you've made all of your payments. You also might have trouble insuring your car.

To protect yourself:

o check with your state or local consumer protection agency to find out if the broker is required to be licensed;

o do not do business with a company that does not appear to be complying with state law; and

o do not pay for services in advance.

To order a free publication on how to buy a new or used car, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222.

Car Leasing

o Shop around for the best leasing deal. Read lease promotions carefully. The attractive low monthly payment might be available only if you make a large down payment (capitalized cost reduction) or a balloon payment at the end of the lease.

o Beware of open-end leases. They require the consumer to pay the difference if the vehicle is worth less at the end of the lease than was estimated originally.

o The Consumer Leasing Act requires leasing companies to give you important information in writing before you sign a contract. Read the documents given to you by the leasing company and make sure you understand them before you sign anything. In particular, look for:

-up-front costs, for example, security deposits, down payments, advanced payments and taxes;

-the terms of the payment plan;

-termination costs, for example, excess mileage penalties, excessive wear and tear charges, and disposition charges; and - penalties for early termination or default.

When you have paid off a car loan, you own the car. When you have paid off the lease, you own nothing.

To order a free publication on car leasing, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222. Lemon Laws

Almost every state has a new car "lemon law" that allows the owner a refund or replacement when a new vehicle has a substantial problem that is not fixed within a reasonable number of attempts. Many specify a refund or replacement when a substantial problem is not fixed in four repair attempts or the car has been out of service for 30 days within the first 12,000 miles/12 months. If you believe that your car is a lemon: o contact your state or local consumer protection office for information on the laws in your state and the steps you must take to resolve the situation;

o give the dealer a list of symptoms every time you bring it in for repairs; keep copies for your records;

o get copies of the repair orders showing the reported problems, the repairs performed and the dates that the car was in the shop; and

o contact the manufacturer, as well as the dealer, to report the problem. Some state laws require that you do so to give the manufacturer a chance to fix the problem. Your owner's manual will list an address for the manufacturer.

If the problem isn't resolved, you might have the option of participating in an arbitration program offered by the manufacturer or your state. Contact your state or local consumer protection office for information.

Lemon Law Summary is available upon request by sending a self- addressed, stamped (52 cents) envelope to the Center for Auto Safety, 2001 S Street, N.W., Suite 410, Washington, DC 20009. Vehicle Repossessions

When you borrow money to buy a car, you should know that:

o The lender can repossess if you miss a payment or for any default (a violation of the contract).

o The lender can repossess without advance notice.

o After repossession, the lender might be able to accelerate, meaning the lender can require the borrower to pay off the entire balance of the loan in order for the borrower to get the vehicle back.

o The lender can sell the vehicle at auction.

o The lender might be able to sue the borrower for the deficiency if it sells the car for less than the borrower owes. This is true even in voluntary repossessions.

o The lender cannot commit a "breach of the peace," for example, breaking into a home or physically threatening someone, in the course of a repossession.

If you know you're going to be late with a payment, talk to the lender to try to work things out. If the lender agrees to a delay or to modify the contract, be sure you get the agreement in writing.

Some states have laws which give consumers additional rights. Contact your state or local consumer protection office for more information.

To order a free publication on vehicle repossessions, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222.

Renting A Car

Federal law does not cover short-term car and truck rentals. However, there are state laws that do. You should contact your state or local consumer protection office for more information on laws in your area.

o Shop around for the best rates.

o Compare all fees, in addition to the daily/weekly rate, before renting.

o Most car rental contracts make the consumer liable for all damage to the vehicle, no matter who caused it. Before buying a rental company's collision or loss damage waiver, check with your own car insurance company and your credit card company to see if they cover car rentals and to what extent. It pays to do your homework because these policies can add $3 to $15 per day to your rental charges! Rental companies also might sell loss of use and liability insurance. Check with your insurance agent in advance, so you do not duplicate coverage you already have.

o If you pay by credit card, some rental companies will place a hold or freeze on your account during the rental period. Others might start to charge your account before the rental period is over. Find out the company's policy in advance.

o Carefully inspect the vehicle and its tires before renting and write down all the dents and scratches you see.

o Check refueling policies. You can refill at a local gas station, you can let the car rental company refuel the car at its price, which is usually higher, or you can pay in advance for a refill which will cost you needlessly if there is any unused gas upon returning the vehicle.

o Contact your state or local consumer protection agency for information on state law or to report problems with your car rental.

o To order a free publication on car rental, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222. Mail Order

Federal mail order rules require companies that take consumers' orders by mail to:

o ship the merchandise within 30 days of receiving a completed order or within a different timeframe if it is stated in their ads;

o notify consumers if shipment can't be made on time and give them the choice of waiting longer or receiving refunds; and o cancel their orders and return their money (or give them credits on their charge accounts) if the revised shipping date can't be met, unless the consumers agree to another delay. There also might be laws regarding mail order in your state. Contact your state or local consumer protection agency.

o Keep a record of the name, address and phone number of the company, goods you ordered, date of your order, amount you paid and method of payment.

o Keep a record of any delivery period that was promised. o If you are told that the shipment will be delayed, write the date of that notice in your records and the new shipping date if you've agreed to wait longer.

o When you cancel an order that wasn't shipped on time, you have the right to get a refund within seven days or within one billing cycle for charged sales.

o When you use your credit card for mail order purchases and you don't receive the goods or services, or they were defective or misrepresented, use the credit card protection rights described in the section on Credit Cards, page 18.

o To limit some of the mail you do not want, you can sign up with the free Mail Preference Service operated by the Direct Marketing Association, a private trade group. It will instruct its mail marketing members to take you off their lists. To join, write to the Mail Preference Service, P.O. Box 9008, Farmingdale, New York 11735.

To report violations of the Federal mail order rule, contact the Federal Trade Commission. For information on your state laws, contact your state or local consumer protection agency. To report a problem with mail order, contact the U.S. Postal Inspection Service or the Postal Crime Hotline at 1 (800) 654-8896.

Mail Fraud

o Read the offer carefully. Get the advice of another person whose opinion you trust.

o Deal only with companies or charities whose reputation and integrity are known.

o Never give your credit card number or personal, financial or employment information unless you know with whom you are dealing.

o Never send money for any "free" merchandise or services. o Be careful of making impulse purchases.

o Keep a record of the order, notes of the conversation and copies of the advertisement, canceled check, receipt, letters and envelopes.

o Take the time to shop locally and compare products, services and prices to those in local stores.

o Check out the company with the U.S. Postal Inspection Service, your state or local consumer protection agency, or the Better Business Bureau. Mail fraud is a federal crime.

o Using your credit card or a money order might give you some recourse if you have a problem, despite your carefulness.

Be suspicious of "free gifts" that require a "tax payment" or "registration fee;" sweepstakes requiring an entry fee or purchase; employment or work-at-home opportunities requiring a fee; offers requiring your credit card number or bank account number; loans that require you to pay a fee in advance; mailings that look like they are from official government agencies, when they are not; and prize notices requiring you to call a 900 number.

Telemarketing

While many legitimate businesses use the telephone to make their sales, it's easy for fraudulent companies to abuse the phone. Beware of the con artists who promise anything and deliver nothing, or at least not what customers thought they were getting.

Tips for Smart Telephone Shopping

o Always keep a record of the name, address and phone number of the company, goods you ordered, date of your purchase, amount you paid (including shipping and handling) and method of payment. o Keep a record of any delivery period that was promised. o If you are told that the shipment will be delayed, write the date of that notice in your records and the new shipping date, if you've agreed to wait longer.

o Don't give your credit card number, checking account number or other personal information to a telemarketer unless you are familiar with the company or organization, and the information is necessary in order to make your purchase.

Telephone Order Rights

o Some states have telemarketing laws that require written contracts, automatic cancellation periods or registration of telemarketing companies. Contact your state or local consumer protection agency. Federal telephone order rules require companies that take consumers' orders by phone, computer or fax to:

o ship the merchandise within 30 days of receiving a completed order or within a different timeframe if it is stated in their ads;

o notify consumers if shipment can't be made on time and give them the choice of waiting longer or receiving refunds; and o cancel their orders and return their money (or give them credits on their charge accounts) if the revised shipping date can't be met, unless the consumers agree to another delay. Use Caution and Common Sense

o Don't be pressured into acting immediately or without the full information you need.

o Shop around and compare costs and services.

o Report all fraudulent activity to your consumer agency. Check the company out with your consumer protection agency or the Better Business Bureau.

o If the solicitation came by mail, call the Postal Crime Hotline at 1 (800) 654-8896 (toll free) for more advice on not becoming a victim.

o Call the National Fraud Information Center, administered by the National Consumers League, at 1 (800) 876-7060 (toll free) for information about telemarketing fraud.

Blocking Telemarketing Calls

You have the right under federal law:

o to tell a company not to call you by phone or not to contact you in writing; the company must keep a list of these consumers and not contact them; keep a record for your file;

o not to get calls before 8 a.m. or after 9 p.m.;

o not to receive unsolicited ads by fax; and

o to be disconnected from a pre-recorded machine-delivered message within five seconds of hanging up.

Some states do not allow telemarketers to call people who do not want to receive calls. Contact your state or local consumer protection agency to check your state's rights.

To reduce telephone calls you do not want, you can sign up with the free Telephone Preference Service operated by the Direct Marketing Association, a private trade group. To join, write to the Telephone Preference Service, P.O. Box 9014, Farmingdale, NY 11735.

To report violations of the telephone order rule, contact the Federal Trade Commission. If you made the telephone transaction in response to a postcard or other mailing, contact the U.S. Postal Inspection Service or the Postal Crime Hotline at 1 (800) 654-8896 (toll free). For information on the laws in your state, contact your state or local consumer protection agency.

Calls That Cost: 900 Numbers and Other Pay-Per-Call Services Unlike 800 numbers which are free, you pay a fee when you call a 900-type number. The company or organization you're calling sets the price, not the telephone company. Most states do not regulate the cost of these calls. Charges can vary from less than a dollar to more than $50. Federal law requires that: o consumers be told the cost of calling the number and given a description of the product and service. This must appear in advertisements and, for calls costing more than two dollars, in the introductory message or preamble at the beginning of the call;

o the cost of calling must be disclosed by flat rate, by the minute with any minimum or maximum charge that can be determined, or by range of rates for calls with different options; all other fees charged for services and the cost of any other service to which a caller might be transferred must be disclosed;

o consumers must be given time to hang up after the introductory message without being charged; there must be a signal or tone to let them know when the preamble ends;

o no charges can be made for calling 800 numbers unless the consumer agrees in advance to be charged;

o any pay-per-call services offering sweepstakes, prizes or awards must disclose the odds of winning or the factors for determining the odds;

o ads directed to children under age 12 are not allowed unless they are for legitimate educational services;

o ads directed primarily to people under the age of 18 must state that parents' consent is needed to call the number; and o ads for information about Federal programs offered by private companies must state clearly that they are not endorsed, approved or authorized by government agencies.

Protect yourself from fraud by avoiding:

o ads that don't describe clearly the goods or services or the cost of the calls;

o offers of "free" gifts or prizes just for calling;

o promises of jobs, loans, credit cards for people with poor credit, "credit repair" or other services aimed at consumers who are in financial hardship;

o contests to win money in which little or no skill is required;

o services targeted to children under 12 which don't appear to serve any legitimate educational purpose; and

o offers of cheap travel or any other deals that seem to be "too good to be true."

Hang up if you're being switched from an 800 number to a 900 number without your prior consent.

What You Need to Know about 800 Numbers

Generally, you cannot be charged for 800 numbers. However, there are two exceptions. Charges for an 800 number can be made only if:

o you have a "pre-subscription arrangement" with the company (for example, with an information service). This means you already have an agreement to accept charges before you called the 800 number; or

o you agree to a credit card charge.

Your Rights and Recourse

o If you question 900-type number charges which appear on your phone bill, you can dispute the bill. Your local and long distance telephone service cannot be disconnected for disputed pay- per-call charges.

o In most cases, the charge for a pay-per-call service is collected by the local telephone company on behalf of the service provider. Follow the instructions on your bill immediately to dispute the charges. Keep a record of whom you talked to, and the date and copies of any letters you send. Pay the undisputed portion of your phone bill.

o Even if the telephone company removes the charges, the debt might be turned over to a collection agency by the service provider. Send the collection agency a letter explaining why you dispute the debt. (See the section on Credit, page 19.)

o To avoid problems with 900-type numbers, you can request "blocking" from your local phone company. Blocking prevents 900 numbers from being dialed from your phone.

o If you suspect a violation of pay-per-call rules, contact your state or local consumer protection agency and the Federal Trade Commission. If the ad for the number came by mail, write to the U.S. Postal Inspection Service or call the Postal Crime Hotline at 1 (800) 654-8896 (toll free). If you are not satisfied with the way the phone company handled your complaint, contact the Federal Communications Commission. (See page 105 for information on how to contact Federal government agencies.)

Door-to-Door Sales

o Ask to see the salesperson's personal identification and license or registration if that is required where you live. Make note of his/her name, the name and address of the company, and whether the salesperson carries proper identification.

o Ask for sales literature and then call local stores that might sell the same merchandise to compare prices. Some door-to-door products might be overpriced.

o Don't be pressured into buying something. Watch for the warning signs: an offer of a "free gift" if you buy a product, an offer that is only good for that day, or you're told that a neighbor just made a purchase.

o If you feel threatened or intimidated, ask the person to leave. Don't leave the person unattended in any room of your home. If you are suspicious, report the incident to the police immediately.

Cancellation Rights

o The "Door-to-Door Sales Rule" (or "Cooling Off Rule") gives you the right to cancel certain purchases costing $25 or more. Notify the company in writing by midnight of the third business day following the sale. Saturdays are considered business days, but Sundays and holidays are not.

o The seller must tell you about your cancellation rights and give you two dated copies of a cancellation form showing the seller's name and address and explaining your right to cancel. o These Federal cancellation rights apply to purchases made in locations outside the seller's normal place of business, in other words, at a house party, a temporarily rented room or in your home.

o States might have additional cancellation laws that protect consumers. Check with your state or local consumer protection agency for your rights.

o To cancel a contract, sign and date one copy of the cancellation form. Mail it within the three-day limit, making sure it's post-marked before midnight of the third business day. Sending it by certified mail will show proof that it was mailed. o If you were not given the cancellation form at the time of sale, your right to cancel continues until three days after the seller finally gives it to you. You can write your own letter cancelling the sale and send it return receipt requested.

o Once you cancel, you have a right to a refund within 10 days. The seller must let you know when the product will be picked up and must return any paperwork and trade-ins within that time. o Within 20 days, the seller must pick up the item or reimburse you for any shipping expenses if you send it back yourself. If you do not return it, you still are responsible under the contract.

o Extend your rights! If you paid by credit card, canceled the contract within three days, have not yet paid the credit card bill and still have a problem getting a refund, dispute the charges with your credit card company under the Fair Credit Billing Act, (See the section on Credit, page 19.)

Home Improvement

o Plan ahead. Know what you want or need to have done before contacting a contractor.

o Get detailed estimates from reputable contractors. Contact your local or state consumer agency and Better Business Bureau for information on contractors' licensing or registration requirements, complaint records and for brochures containing advice.

o Contact your local building inspection department to check for permit and inspection requirements.

o Call your insurance company to find out if you are covered for any injury or damage that might occur and be sure your contractor has the required insurance for his/her workers and subcontractors.

o Insist on a complete written contract. Know exactly what work will be done, the quality of materials that will be used, timetables, the names of any subcontractors, the total price of the job and the schedule of payments.

o You have cancellation rights (usually three business days) in many home improvement contracts. Before you sign a contract, check with your local consumer agency to find out if you have cancellation rights and how they apply.

o Understand your payment options. You can get your own loan or the contractor might arrange financing. Be sure you have a reasonable payment schedule at a fair interest rate.

o Some state laws specify payment schedules, for example, only allowing a certain percentage of the total cost to be made as a down payment. Contact your state or local consumer agency to find out what the law is in your area.

o Lien rights, which might give the contractor or subcontractors the ability to "attach" your home for unpaid bills, vary from state to state. Ask your local consumer agency to explain the situation where you live.

o You need to be especially cautious if the contractor:

- comes door-to-door or seeks you out;

- just happens to have material left over from a recent job; - tells you your job will be a "demonstration;"

- offers you discounts for finding him/her other customers; - quotes a price that's too cheap;

- pressures you for an immediate decision;

- has workers or suppliers who tell you they have trouble getting paid;

- can be reached only by leaving messages with an answering service; or

- drives an unmarked van or has out-of-state plates on his/her vehicle.

Home Financing

o Check the real estate or business sections in the newspaper for information on current interest rates. Call several lenders for rates and terms based on the type of mortgage you want. o When buying a newly constructed home, compare the interest rate and terms offered through the builder's sales office with those offered by other lending institutions.

o When interest rates go down, you might save money by refinancing, but you probably should not refinance unless the new interest rate will be at least two percentage points below the rate you're paying currently.

o For an adjustable rate mortgage, or "ARM," find out the "cap" or the maximum interest rate that can be charged during the life of the loan. Ask how often the rate might change and what determines the rate change.

o Get a complete list of "closing" or "settlement" costs and find out which costs will be refunded if your loan is not approved.

o Be wary of financing that is based on "negative amortization." While the payments might be lower than in other types of loan agreements, they're not enough to cover the monthly interest charges. The portion of interest that is left unpaid is added to the principal, which means that each month, the borrower pays interest on a higher amount than before. With negative amortization, the debt actually keeps increasing rather than decreasing. You could end up owing a lot of money at the end of the loan or losing your home.

Home Equity Credit Lines

o Although a home equity credit line might allow you to take tax deductions you could not take with other types of loans, your home will be at risk if you cannot make the monthly payments. o Some questions to ask when comparing home equity loan offers: - How large a credit line can be extended?

- How long is the term of the loan?

- What is the minimum monthly payment? Is there a maximum? -What is the annual percentage rate?

- If the interest rate "floats," or is adjustable, how much can it increase at one time? Is there a maximum rate?

- Are there any annual fees or transaction fees?

Reverse Mortgages

o If you own your home, a reverse mortgage loan will pay you in monthly advances or through a line of credit. It lets you convert your equity into cash which you can use for any purpose, while retaining your ownership in your home. Before you sign, be sure you understand all the terms and conditions.

o Interest rates on this type of loan might be higher and are charged on a compound basis. Application fees, points and closing costs also might be higher than other types of loans. Interest rates are not deductible on your income taxes until you repay the loan in full. There will be less equity for you and your heirs in the future.

For more information or to file a complaint, contact:

Department of Housing and Urban Development Office of Single Family Housing 451 Seventh Street, S.W., Room 9282 Washington, D.C. 20410 (202) 708-3175

State and Local Consumer Protection Offices (See the list beginning on page 70.)

Selecting a Financial Institution

Carefully select a financial institution by comparing the terms and prices of all of the services you need.

o Shop around. Do not do business with the first institution that seems willing to do business with you.

o Check the front door to see if the institution displays a government logo indicating that it is insured Federally. Generally, if the institution is insured Federally, an individual is covered for up to $100,000 in deposits if the institution fails.

Truth in Savings Act

o Requires financial institutions to disclose the "Annual Percentage Yield," or "APY," on savings accounts. The APY tells you how much money you would earn if you kept $100 in the account for one year.

o Requires that the institution credit your entire deposit instead of crediting a portion of your deposit or using a "low balance per month" method. This increases your earnings.

o Requires that institutions have available a list of their fees for bounced checks, stop payment orders, certified checks, wire transfers or similar items. Ask for the list.

o Prohibits institutions from advertising "free" checking if there are hidden charges or requirements, for example, having to maintain a minimum balance to qualify.

Checking Accounts

o Before you open a checking account, find out what the fees will be for writing checks, for bounced checks, for the checks themselves and for other services. Ask if the institution will send you the canceled checks with your monthly statement. If not, find out the cost for copies of canceled checks. You might need them for proof of payment in some situations.

Loans

o When shopping for a mortgage, check the real estate section of your local newspaper to find out the current interest rates. Check the rates for 30-year mortgages, 15-year mortgages and adjustable rate mortgages. Ask the lending institution to explain the differences.

o Most home improvement loans are secured by a mortgage on your home. It's better not to finance expensive credit life insurance or to consolidate other debts into this loan. Your home will be at risk for every extra dollar you borrow. If you don't make your payments, you could lose your home.

o For car loans, compare the rates offered by the car dealer with those of local lending institutions. Don't add expensive extras like credit life insurance to the total amount of the loan. You do not have to purchase credit insurance in order to get a loan. Credit Cards

o For a small fee, you can purchase a list of the most competitive interest rates and credit cards in the country and find out how to qualify for the lowest rate possible by contacting Bankcard Holders of America, 560 Herndon Parkway, Suite 120, Herndon, VA 22070, (703) 481-1110.

o If you cannot pay off your full credit card balance each month, a lower interest rate will save you money. If you do pay off your balance in full each month, choose a card with no annual fee.

o Report billing errors and unauthorized charges to your credit card company right away. Keep a list of credit card numbers and card company phone numbers to alert a credit card company immediately if a card is stolen or missing. If you report the incident immediately, the most you will have to pay for any unauthorized charges is $50 on each card, regardless of how high the total unauthorized charges go before you report your card missing.

o Don't give your credit card number over the phone to unfamiliar companies or to people who say they need it to "verify" your identity in order to give you a prize.

o After signing your name on a credit card charge slip, pull out the carbons and rip them up.

o A Federal law gives all consumers equal access to credit. The Equal Credit Opportunity Act makes it illegal for creditors to discriminate against applicants on the basis of race, sex, national origin, marital status, age or religion, or because of public assistance income.

o Be cautious of offers for "secured" credit cards. These cards usually require you to set aside money in a separate bank account in an amount equal to the line of credit on the card to guarantee that you will pay the credit card debt. Some of these offers advertise that secured cards can be used to "repair" a bad credit record, but you should know that no matter how well you handle this account, your payment history on your past debts still will be taken into consideration when you apply to other lenders for credit or for employment or housing.

For more information or to file a complaint, contact:

Federal Deposit Insurance Corporation Office of Consumer Affairs 550 17th Street, N.W. Washington, DC 20429 (202) 898-3536 (202) 898-6726 (voice/TDD) 1 (800) 934-3342 (toll free)

Board of Governors of the Federal Reserve System Division of Consumer and Community Affairs 20th and C Streets, N.W. Mail Stop 198 Washington, DC 20551 (202) 452-3693 (202) 898-6726 (FDIC Voice/TDD)

Comptroller of the Currency Consumer Affairs 250 E Street, S.W. Washington, DC 20219 (202) 874-4820

Bankcard Holders of America 560 Herndon Parkway, Suite 120 Herndon, VA 22070 (703) 481-1110

National Credit Union Administration 1775 Duke Street Alexandria, VA 22314-3428 (703) 518-6300

State Banking Authorities (See Consumer Assistance Directory, page 87.)

State and Local Consumer Protection Offices (See Consumer Assistance Directory, page 70.)

Credit

Credit Reporting

The three biggest credit reporting agencies, TRW, Equifax and Trans Union, each have millions of credit files on consumers nationwide. Their toll-free numbers are:

o TRW - 1 (800) 392-1122;

o Equifax - 1 (800) 685-1111; and

o Trans Union - 1 (800) 851-2674.

You can find other credit bureaus in your area by looking in the Yellow Pages under Credit Bureaus or Credit Reporting.

If you apply for credit, insurance, a job or to rent an apartment, your credit record might be examined. You can make sure yours is accurate.

o Get a copy once a year or before major purchases. Your report is generally free if you've been denied credit in the past 60 days. Otherwise, the credit bureau can impose a reasonable charge.

o Read the report carefully. The credit bureau must provide trained personnel to explain the information in the report. o Dispute any incorrect information in your credit record. Write to the credit bureau and be specific about what is wrong with your report. Send copies of any documents that support your dispute.

In response to your complaint, the credit bureau:

o must investigate your dispute and respond to you, usually within 30-35 days; information that is inaccurate or cannot be verified must be corrected or taken off your report; and

o cannot be required to remove accurate, verifiable information that is less than seven years old (10 years for bankruptcies). If you are dissatisfied with the results of the re-investigation, you can have the credit bureau include a 100-word consumer statement, giving your version of the disputed information. You also can contact the source of the disputed information and try to resolve the matter.

If there is an error on a report from one credit bureau, the same mistake might be on others as well. You might want to contact the three major bureaus, as well as any local bureau listed in the Yellow Pages of your telephone book.

Credit bureaus sometimes sell your name to banks or others who want to send you offers for credit cards or other forms of credit. If you don't want your name included on such lists, write or call the three major credit bureaus and tell them not to release your name.

Credit Repair

You might see or hear ads from companies that promise to "clean up" or "erase" your bad credit and give you a fresh start. They charge high fees, usually hundreds of dollars, but do not deliver on their promises.

If you are thinking of paying someone to "repair" your credit, remember this:

o Negative credit information can be reported for seven years (10 years for a bankruptcy).

o No one can require a credit bureau to remove accurate negative information before that period is up.

o There are no "loopholes" or laws that credit repair companies can use to get correct information off your credit report. o No credit repair company can do anything you can't do for yourself. (See the section on Credit Reporting, page 19.) o A "money-back guarantee" does you no good if the company has gone out of business or refuses to make good on its refund promise.

o The only way to "repair" bad credit is by good credit practices over a period of time.

Some credit repair companies promise not just to clean up your existing credit record, but to help you establish a whole new credit identity. Remember, it is illegal to make false statements on a credit application or to misrepresent your Social Security Number. If you use such methods, you could face fines or even prison. Beware of any company or method that:

o encourages you to omit or lie about bad credit experience when you apply for new credit;

o tells you to use a new name or address or a new number, for example, an Employer Identification Number (EIN), in place of your Social Security Number in applying for credit; or

o says it is legal to establish a new credit identity.

You can rebuild your good credit by handling credit responsibly. You might want to contact a Consumer Credit Counseling Service (CCCS) office. This is a non-profit organization that will provide help at little or no cost to you. For a CCCS office in your area, call 1 (800) 388-CCCS.

Credit Billing and Disputes

The Fair Credit Billing Act applies to credit card and charge accounts and to overdraft checking. It can be used for:

o billing errors;

o unauthorized use of your account;

o goods or services charged to your account, but not received or not provided as promised; and

o charges for which you request an explanation or written proof of purchase.

Protect Your Rights

o Write to the creditor or card issuer within 60 days after the first bill containing the disputed charge is mailed to you. (Even if more than 60 days have passed since you were billed for the item, you still might be able to dispute the charge if you only recently found out about the problem.)

o Send your letter to the address provided on the bill; do not send the letter with your payment.

o In your letter, give your name and account number, the date and amount of the charge disputed, and a complete explanation of why you are disputing the charge. Be specific.

o To be sure your letter is received, and so you will have a record, you might wish to send it by certified mail, with a return receipt requested.

If you follow these requirements, the creditor or card issuer must acknowledge your letter in writing within 30 days after it is received and conduct an investigation within 90 days.

While the bill is being disputed and investigated, you need not pay the amount in dispute. The creditor or card issuer may not take action to collect the disputed amount, including reporting the amount as delinquent, and may not close or restrict your account.

If there was an error or you do not owe the amount, the creditor or card issuer must credit your account and remove any finance charges or late fees relating to the amount not owed. For any amount still owed, you have the right to an explanation and copies of documents proving you owe the money.

If the bill is correct, you must be told in writing what you owe and why. You will owe the amount disputed, plus any finance charges. You may ask for copies of relevant documents.

Debt Collection

The Fair Debt Collection Practices Act applies to those who collect debts owed to creditors for personal, family and household debts, including car loans, mortgages, charge accounts and money owed for medical bills. A debt collector may not: o contact you at unreasonable times or places, for example, before 8 a.m. or after 9 p.m., unless you agree, or at work if you tell the debt collector your employer disapproves;

o contact you after you write a letter to the collection agency telling them to stop, except to notify you if the debt collector or creditor intends to take some specific action;

o contact your friends, relatives, employer or others, except to find out where you live and work or tell such people that you owe money;

o harass you by, for example, threats of harm to you or your reputation, use of profane language or repeated telephone calls; o make any false statement, including that you will be arrested; and

o threaten to have money deducted from your paycheck or sue you unless the collection agency or creditor actually intends to do so, and it is legal to do so.

If you are contacted by a debt collector, you have a right to a written notice, sent within five days after you are first contacted, telling you:

o the amount owed;

o the name of the creditor; and

o what action to take if you believe you don't owe the money. If you believe you do not owe the money or don't owe the amount claimed, contact the creditor in writing and send a copy to the debt collection agency with a letter telling them not to contact you.

If you do owe the money or part of it, contact the creditor to arrange for payment.

Equal Credit Opportunity Act

The Equal Credit Opportunity Act guarantees you equal rights in dealing with anyone who regularly offers credit, including banks, finance companies, stores, credit card companies and credit unions. A creditor is someone to whom you owe money. When you apply for credit, a creditor may not:

o ask about or consider your sex, race, national origin or religion;

o ask about your marital status or your spouse, unless you are applying for a joint account or relying on your spouse's income or you live in a community property state (Arizona, California, Idaho, Louisiana, Nevada, New Mexico, Texas and Washington); o ask about your plans to have or raise children;

o refuse to consider reliable public assistance income or regularly received alimony or child support; and

o discount or refuse to consider income because of your sex or marital status or because it is from part-time work or retirement benefits.

You have the right to:

o have credit in your birth name, your first name and your spouse's last name, or your first name and a combined last name; o have a co-signer other than your spouse if one is necessary; o keep your own accounts after you change your name or marital status or retire, unless the creditor has evidence you are unable or unwilling to pay;

o know why a credit application is rejected; the creditor must give you the specific reasons or tell you of your right to find out the reasons if you ask within 60 days; and

o have accounts shared with your spouse reported in both your names.

Credit Cards

Choosing a Credit Card

Credit card issuers offer a wide variety of terms. Consider and compare all the terms, including the following, before you select a card:

o Annual Percentage Rate (APR) - the cost of credit as a yearly rate.

o Free or Grace Period - allows you to avoid any finance charge by paying your balance in full before the due date. If there is no free period, you will pay a finance charge from the date of the transaction, even if you pay your entire balance when you receive your bill.

o Fees and Charges - most issuers charge an annual fee; some also might charge a fee for a cash advance or if you fail to make a payment on time or go over your credit limit.

Shop around for the terms that are best for you. Before giving money to a company that promises to help you get a credit card: o find out who the card issuer is and get the credit card terms in writing, including all the fees and whether a deposit is required;

o try to apply to a card issuer directly, rather than giving money to a third party; if you don't get the credit card, you might not be able to get your money back;

o beware of "credit cards" that only allow you to buy from certain overpriced, restricted goods catalogs; and

o beware of companies that promise "instant credit" or guarantee you a credit card "even if you have bad credit or no credit history;" no one can guarantee you credit in advance.

Using a Credit Card

Know your credit card protections. When you have used your card for a purchase and you don't receive the goods or services as promised, you might be able to withhold payment for the goods or services. Card issuers must investigate billing disputes. (See the section on Credit Billing and Disputes, page 20.)

If your card is lost or stolen, you are not liable for any charges if you report the loss before the card is used. If the card is used before you report it missing, the most you will owe is $50.

Protect your credit record. Pay bills promptly to keep finance charges low and to protect your credit rating. Keep track of your charges and don't exceed your credit limit. Report any change of address prior to moving so that you receive bills promptly.

Preventing Credit Card Fraud

o Sign cards when they arrive, so no one can forge your signature on the cards and use them.

o Keep copies of all sales slips. Open credit card bills promptly and compare the sales slips with the charges on your bill.

o Promptly report any suspicious or unauthorized charges to the card issuer.

o Never give your credit card number over the phone unless you have made the call and you know the company is reputable.

o Draw a line through blank spaces on charge slips. Do not sign a blank charge slip.

o Destroy carbons and incorrect charge slips.

o Keep a record of your card numbers and expiration dates and the phone number of the card issuer in a safe place.

To order free brochures on credit, contact the Federal Trade Commission, Public Reference Section, 6th and Pennsylvania Avenue, N.W., Suite 130, Washington, DC 20580, (202) 326-2222. To file a complaint, contact your state or local consumer protection agency, your state attorney general or your Better Business Bureau.

Consumer Privacy

How to Reduce Unwanted Solicitations and Guard Your Privacy o Pay for local purchases with cash, rather than by check or credit card.

o Ask manufacturers, catalogue or magazine subscription companies, charities and others with whom you do business not to sell your name to others for marketing purposes.

o Don't release your Social Security Number except to an employer, government agency, lender or credit bureau that requires it to identify you.

o Don't give anyone your credit card or checking account numbers unless you're making purchases with them, and don't put credit card numbers on your checks.

o When filling out warranty or other information cards, don't include optional or unnecessary personal information.

o Federal law gives you the right to ask telemarketers to take your name off of their lists and not to call you again. Keep records of their names, addresses and the dates of your requests. File a complaint with the Federal Communications Commission (see page 109) if they don't remove your name from their marketing lists once you have made your request.

o Personal information is easily obtained by companies promoting sweepstakes, contests and prize offers. Be careful to check out the companies before deciding to do business with them or releasing personal or financial information. Contact your state or local consumer agency (see page 70) or Better Business Bureau (see page 63). These three types of promotions are in the top 10 consumer complaints nationwide.

Review Files that Contain Information about You

The Medical Information Bureau (MIB) is a data bank used by insurance companies. You might want to obtain a copy of your file and make sure the information it contains is correct. Write to the Medical Information Bureau, P.O. Box 105, Essex Station, Boston, MA 02112.

Credit bureaus keep records about your credit history. You should review periodically your credit reports for accuracy. (See the section on "Credit Reporting," beginning on page 19.) To limit mail or telephone calls you do not want, you can sign up at no cost for a service that tells some of the telephone or mail marketing companies not to contact you. (See the sections on Telemarketing and Mail Order, pages 13 and 12, respectively, for more information.)

Many states have their own privacy laws concerning telemarketing, employment, the use of social security, credit card or checking account numbers, medical records, mailing lists, credit reports, debt collection, computerized communications, insurance records and public data banks. Check with your state or local consumer agency about specific privacy rights or a referral to the appropriate agency.

Advance Fee Scams

Be wary of ads promising guaranteed jobs, guaranteed loans, credit repair, debt consolidation or similar claims. Many of these are only a way to get you to send money in exchange for little or no service.

o Be cautious when responding to advertisements which use 900 telephone numbers. You can be charged substantial and differing amounts for calls to 900 numbers.

o Be careful with your personal information, including Social Security Numbers, credit card numbers and bank account numbers, among others. Fraudulent businesses could use this information to make an unauthorized charge to your credit card or to withdraw money from your bank account.

o Before you make any payment, ask the business to send you a contract and other information stating the terms of the service and whether you can cancel the service and get a refund.

o Ask how long the firm has been in business and if it is licensed properly. Request that the company send you copies of its business or other licenses. Review all contracts carefully. o Contact your state or local consumer protection agency and the Better Business Bureau to find out a company's complaint record. o Some states have enacted laws banning or regulating these types of businesses. To find out the law in your state or to report a fraud, contact your state or local consumer protection agency.

o For information on the dangers of these types of scams, call the non-profit National Fraud Hotline at 1 (800) 876-7060 (toll free).

Special Contracts

Health Clubs

When you are considering whether to join a health club, be cautious of:

o joining clubs that have not opened - they might never open; o low-cost "bait" ads - many "switch" you to expensive long-term contracts;

o promises that you can cancel anytime and stop paying - check the written contract for the terms of membership and any other promises;

o the fine print - many low-cost ads and contracts severely restrict hours of use and services;

o signing long-term contracts - consumer protection agencies report that many consumers quit using the club within a few months;

o automatic monthly billing to your charge card or debit from a checking account - these are easier to start than to stop; and o unbelievably low one-time fees with no monthly dues.

Before you sign, be sure to:

o check with your doctor before you begin an exercise program; o visit the club at the hours you will be using it;

o check to see that promised equipment/services are actually available;

o talk to current members regarding their satisfaction with the club;

o check out several clubs before you sign a contract;

o consider your commitment to a long-term program - good intentions seem to fade as the reality of the hard work sets in; o read the contract carefully before you sign; is interest charged for a payment plan? Are all promises in writing?; and o check with your local or state consumer agency or Better Business Bureau for any laws in your state, cancellation rights or complaints against the company.

Dating Clubs/Matchmakers

When you choose to deal with a dating service, be sure to check: o from how far away the referrals might come;

o the economic/professional status of dates;

o that dates are club members;

o your ability to review the video/profile/picture, etc. of a proposed date before your phone number is given or a meeting is arranged;

o that the information in your file is clear, e.g., wishes, interests, requirements, "won't accepts;"

o the length of the contract and the number of dates/introductions promised;

o the cost of any additional fee to extend/renew/continue the membership;

o any extra costs associated with club functions (parties, picnics, trips);

o what the club promises to do for the basic fee - there might be little relationship between the cost and performance of the club; beware of very high priced companies;

o that all "guarantees" are in writing;

o for figures on its percent of success and the average length of time needed to locate an acceptable spouse if the club promises to find you a spouse; and

o the cancellation policy - check with your state or local consumer agency for your legal rights; contact your consumer agency or the Better Business Bureau to file a complaint.

Timeshares/Campgrounds

o Prizes and awards might be used in promoting timeshares and campgrounds. They sometimes are overvalued or misrepresented. Free awards might "bait" you into driving a long distance to the property, only to attend a long high-pressure sales pitch to obtain your prize.

o Be realistic. Make your decision based on how much you will use it and if it provides the recreational and vacation purposes you want. Don't decide to purchase based on an investment possibility. It might be difficult or almost impossible to resell.

o Ask about such additional costs as finance charges, annual fees and maintenance fees. Maintenance fees can go up yearly. o Compare your total annual cost with that of hotels or your normal vacation expenses.

o Ask about availability during your vacation periods. Ask what other timeshares or campgrounds you may use with your membership.

o Talk to individuals, who already purchased from the company, about the services, availability, upkeep and reciprocal rights to use other facilities.

o Get everything in writing and make sure verbal promises are in the written contract. Have an attorney review any contracts/documents and make sure there are no blanks on the papers you sign.

o Do you have cancellation rights? State laws vary. Check with your local or state consumer agency.

o Check for any complaints against the company, seller, developer and management company with your consumer agency or the Better Business Bureau.

o To order a free publication on timeshares and health clubs, contact the Federal Trade Commission, Public Reference Section, 6th & Pennsylvania Avenue, N.W., Suite 130, Washington, DC 20580, (202) 326-2222.

Travel Scams

o Don't be taken by solicitations by postcard, letter or phone claiming you've won a free trip or can get discounts on hotels and airfares. These offers usually don't disclose the hidden fees involved, for example, deposits, surcharges, excessive handling fees or taxes.

o Some travel scams require you to purchase a product to get a trip that's "free" or "two-for-one." You'll end up paying for the "free" trip or more for the product than the trip is worth, and the two-for-one deal might be more expensive than if you had arranged a trip yourself by watching for airfare deals.

o Be wary of travel offers which ask you to redeem vouchers or certificates from out-of-state companies. Their offers are usually valid only for a limited time and on a space-available basis. The hotels are often budget rooms and very uncomfortable. The company charges you for the trip in advance, but will the company still be in business when you're ready to take the trip? o Check the reputation of any travel service you use, especially travel clubs offering discounts on their services in exchange for an annual fee. Contact your state or local consumer protection agency or the Better Business Bureau.

o Request copies of a travel club's or agent's brochures and contracts before purchasing your ticket. Don't rely on oral promises. Find out about cancellation policies and never sign contracts that have blank or incomplete spaces.

o Never give out your credit card number to a club or company with which you're unfamiliar or which requires you to call 900 numbers for information.

o Don't feel pressured by requests for an immediate decision or a statement that the offer is only good "if you act now." Don't deal with companies that request payment in advance or that don't have escrow accounts where your deposit is held.

o Research cut-rate offers, especially when dealing with travel consolidators who might not be able to provide your tickets until close to your departure date.

o You can protect yourself by using a credit card to purchase travel services. If you don't get what you paid for, contact the credit card issuer and you might be able to get the charges reversed. Be aware that you have 60 days to dispute a charge. See page 20 for further information on billings and disputes.

Rent-To-Own

Although buying in a rent-to-own transaction sounds like a simple solution when you are short of cash, rent-to-own can be expensive. The rental charge can be three or four times what it would cost if you paid cash or financed the purchase at the highest interest rate typically charged in installment sales. Before signing a rent-to-own contract, ask yourself the following questions:

o Is the item something I absolutely have to have right now? o Can I delay the purchase until I have saved enough money to pay cash or at least make a down payment on an installment plan? o Does a retail store offer a layaway plan for the item?

o Have I considered all my credit options, including applying for retail credit from the merchant or borrowing money from a credit union, bank or small loan company?

o Would a used item purchased from a garage sale, classified ad or secondhand store serve the purpose?

If you decide that rent-to-own is the best choice for you, here are some questions you should ask before you sign on the dotted line.

o What is the total cost of the item? The total cost can be determined by multiplying the amount of each payment by the number of payments required to purchase the item. Make sure to add in any additional charges, for example, finance, handling or balloon payments at the end of the contract.

o Am I getting a new or used item?

o Can I purchase the item before the end of the rental term? If so, how is the price calculated?

o Will I get credit for all of my payments if I decide to purchase the item?

o Is there a charge for repairs during the rental period? Will I get a replacement while the rented item is not in my possession?

o What happens if I am late on a payment? Will the item be repossessed? Will I pay a penalty if I return the item before the end of the contract period?

Comparison shop among various rent-to-own merchants. Contact your local or state consumer protection agency to find out if there are any complaints on record against the business. Check for any specific state laws. Read the contract carefully and make sure you understand all the terms and get all promises in writing.

Remember, know what you are paying. Compare the cash price plus finance charges in an installment plan with the total cost of a rent-to-own transaction.

Long-term rent-to-own contracts cost so much more than installment plans that you could rent an item, make a number of payments, return the item, buy it on an installment plan and still come out ahead.

Product Safety and Recalls

Knowing how to use products correctly, reading instructions and being alert to hazards will help to ensure a safe environment around you. You also should pay attention to product recalls in the news and consumer magazines. Several Federal government agencies provide recall information on a variety of products, including toys, cars, child safety seats, food, and health and beauty aids.

o Read about major appliances, tools and other items before you buy. There are several consumer magazines at the library which give detailed information on the prices, features and safety of various products.

o Learn to use power tools and electrical appliances safely. If you don't know what a ground fault circuit interrupter (GFCI) is, find out. Read the instructions carefully before using the equipment.

o Don't use things for purposes the manufacturer never intended. Tools aren't kids' toys.

o Poolside safety demands non-climbable fencing, CPR training, a poolside phone, a GFCI and constant adult supervision to help ensure the protection of children. Some building codes require some of these safety features.

o Make sure toys are age appropriate. Your 10-year-old's baseball bat can be a lethal weapon in the hands of your three-year-old slugger.

o Kids should always wear bicycle helmets. Some states now require it. When shopping for helmets, look for the ANSI and/or SNELL sticker to ensure the safest helmet.

o Small parts can present choking hazards to children who put things in their mouths. Beware of balloons, balls, marbles and older children's toys.

o Baby items demand special attention. Cribs, baby walkers and baby gates have changed dramatically as the result of new safety requirements. Don't buy used baby items that can't comply with current standards.

o Garage and tag sales are places where small appliances, power tools, baby furniture and toys with safety defects, lead paints or other hazards get passed along to new owners. Make sure these types of items meet current safety requirements.

o If you spot a product defect, design flaw, allergic reaction or hidden hazard, contact the U.S. Consumer Product Safety Commission or your state or local consumer protection agency. o Read product labels. Some products can turn into deadly poisons when mixed with other products, stored improperly or used in poorly vented areas.

o Keep all medicines, cleaning products, wood finishes, toxic art supplies and paints out of the sight and reach of young children. Keep leftover products in their original containers. Have the poison control emergency number near your phone. Get rid of old and dated products.

o Look for tamper-resistant packaging on foods and medicine. o Watch out for dinnerware decorated with lead paint or glaze and lead crystal decanters. If there's no way to ensure the items are lead-free, don't buy them.

o Contact the Auto Safety Hotline at 1 (800) 424-9393 (toll free) to report safety problems, and to obtain recall and safety information on new and used cars, trucks, motorcycles, motor homes, child seats and other motor vehicle equipment.

For consumer education material or to file a complaint, contact: (consumer products, other than cars, food or drugs) Product Safety Hotline U.S. Consumer Product Safety Commission Washington, DC 20207 1 (800) 638-CPSC (toll free) 1 (800) 492-8104 (toll free TDD in MD) 1 (800) 638-8270 (toll free TDD outside of MD)

(vehicles, child safety seats and other motor vehicle equipment) Auto Safety Hotline National Highway Traffic Safety Administration Department of Transportation Washington, DC 20590 (202) 366-0123 (202) 366-7800 (TDD) 1 (800) 424-9393 (toll free outside DC) 1 (800) 424-9153 (toll free TDD outside DC)

(food, drugs, medical devices, such radiological products as microwave ovens, televisions and sunlamps) U.S. Food and Drug Administration Recall and Emergency Coordinator Refer to the white pages of your local telephone book for your regional FDA office.

Recalls Item 595Z Pueblo, CO 81009 (Write to this address to receive a free publication prepared by the U.S. Office of Consumer Affairs that explains which Federal agencies issue consumer product recalls, the kinds of products each of them covers, how to report product safety problems, and how to find out about warnings or recalls that have been announced.)

State and Local Consumer Protection Office (See page 70.)

Nutrition Labeling

The new food label format will offer more complete, useful and accurate nutrition information than has been available in the past. Shoppers will be able to compare the nutritional value of every packaged food on the grocery shelf.

Nutrition Labeling Panel - Content

The revamped nutrition panel on each food product will be called "Nutrition Facts" and will list the following mandatory dietary components:

o total calories;

o calories from fat;

o total fat;

o saturated fat;

o cholesterol;

o sodium;

o total carbohydrates;

o dietary fiber;

o sugars;

o protein;

o vitamins A and C;

o calcium; and

o iron.

Voluntary dietary components that can be listed on the label include calories from saturated fat, polyunsaturated fat, monosaturated fat, potassium, soluble fiber, insoluble fiber, sugar alcohol, other carbohydrates, and essential vitamins and minerals.

Nutrition Labeling - Format

All nutrients must be stated as a percentage of their "Daily Value" (the daily nutrient intake level recommended by public health authorities) to show how much of a day's ideal total of a particular nutrient a consumer is getting. For example, if a serving of soup contains half the amount of sodium that is recommended for consumers daily, the food label will show the "Daily Value" of sodium in that soup as 50%. These percentages are based on a daily intake of 2,000 calories.

Serving Sizes

Serving sizes will be standardized and will reflect more closely the amount of food usually eaten at one time. The serving size for similar products from different manufacturers will be comparable.

Nutrient Content Descriptors

Food manufacturers will be required to use standardized definitions when making claims concerning the nutrient contents of foods, for example,"light," "low-fat," "free," "reduced calories" and "high fiber."

Health Claims

Product claims about the relationship between a nutrient or food and the risk of a disease will be limited to specific types of claims in seven areas. For example, if a product makes a health claim related to the link between calcium and osteoporosis, the product must contain at least 200 milligrams of calcium and must be a form of calcium that can be absorbed easily by the body. The claims must be stated so that the consumer can understand the relationship between the nutrient and the disease.

For more information, contact:

Food and Drug Administration Consumer Affairs and Information Department of Health and Human Services 5600 Fishers Lane Room 16-85 (HFE-88) Rockville, MD 20857 (301) 443-3170

Department of Agriculture Human Nutrition Information Service Federal Building Rooms 360 and 364 6505 Belcrest Road Hyattsville, MD 20782 (301) 436-8617

Introducing '%Daily Value' The Key to Healthy Eating

There's a new nutrition tool called "%Daily Value" that allows you to easily determine whether a food contributes a lot or a little of a particular nutrient. A high percentage means the food contains a lot of a nutrient. A low percentage means it contains a little. You don't have to worry about doing calculations.

Let's say you're trying to eat less fat. You come across two different brands of frozen mixed vegetables in sauce. One of the packages lists 5% as the %Daily Value for total fat. The other package gives 15%. Which should you choose? The one with 5% because five is a significantly lower number than 15.

The following is an example of the information found in a Nutrition Facts label:

Nutrition Facts Serving Size 1/2 cup (114g) Servings Per Container 4

Amount per Serving Calories 90 Calories from Fat 30

%Daily Value* Total Fat 3g 5% Saturated Fat 0g 0% Cholesterol 30mg 10% Sodium 660mg 28% Total Carbohydrate 31g 10% Dietary Fiber 0g 0% Sugars 5g Protein 5g

Vitamin A 4% Vitamin C 2% Calcium 15% Iron 4%

* Percent Daily Values are based on a 2,000 calorie diet.

TIP: If the %Daily Value for a nutrient is 5% or less, that means the food is low in that nutrient.

Part II

Consumer Assistance Directory

Corporate Consumer contacts

This section will help you resolve a complaint about a service or product. First, be sure to go back to the place where you bought the product or service. Try to resolve the complaint with the seller. If that does not work, the next step is to write or call the company's headquarters.

This section lists the names and addresses of more than 550 corporate headquarters, and in many cases, the name of the person to contact. Many listings also include toll free "800" numbers. Unless otherwise noted, all "800" numbers are toll free and can be used anywhere in the continental United States. Many companies have Telecommunications Devices for the Deaf (TDDs). All TDD and "800" numbers are in bold type.

In some cases, you will see a company name or brand name listed with the instructions to see another company listed elsewhere in this section, for example, "Admiral, see Maycor." This means that questions about Admiral products should be directed to the consumer contact at Maycor because Maycor handles complaints for the Admiral brand.

If you do not find the product name in this section, check the product label or warranty for the name and address of the manufacturer. Public libraries also have information that might be helpful. The Standard & Poor's Register of Corporations, Directors and Executives, Trade Names Directory, Standard Directory of Advertisers, and Dun & Bradstreet Directory are four sources that list information about most firms. If you cannot find the name of the manufacturer, the thomas Register of American Manufacturers lists the manufacturers of thousands of products.

Remember, to save time, first take your complaint back to where you bought the product. If you contact the company's headquarters first, the consumer contact probably will direct you back to the local store where you made the purchase

Ms. Anna Wright Administrator AAMCO Transmissions, Inc. One Presidential Boulevard Bala Cynwyd, PA 19004-9990 (215) 668-2900 1 (800) 523-0401 (toll free)

Consumer Affairs AETNA Life and Casualty 151 Farmington Avenue Hartford, CT 06156 (203) 273-0123 1 (800) US-AETNA (toll free outside CT)

AJAY Leisure Products 1501 East Wisconsin Street Delavan, WI 53115 (414) 728-5521 1 (800) 558-3276 (toll free)

Ms. Susan Mach Director of Consumer Affairs AT&T 295 North Maple Avenue Room 2334F2 Basking Ridge, NJ 07920 (908) 221-5311

Customer Service Ace Hardware Corporation 2200 Kensington Court Oak Brook, IL 60521 (708) 990-6600

Admiral see Maycor

Airwick Industries, Inc. see Reckitt & Colman Inc.

Ms. Andrea Cohan, Senior Manager Customer Response Center Alamo Rent A Car P.O. Box 22776 Ft. Lauderdale, FL 33335 (305) 522-0000 1 (800) 327-0400 (toll free)

Manager, Consumer Affairs Alaska Airlines P.O. Box 68900 Seattle, WA 98168 (206) 431-7286 (consumer affairs) (206) 431-7197 (customer relations/baggage, air cargo and freight claims) (206) 431-3753 (existing refunds and lost ticket applications file information)

Ms. Michelle Evans Manager, Consumer Relations Department Alberto Culver Company 2525 Armitage Avenue Melrose Park, IL 60160 (708) 450-3000

Consumer Affairs Department Allied Van Lines P.O. Box 4403 Chicago, IL 60680 (708) 717-3590

Mr. Michael Foort Customer Relations Manager Allstate Insurance Company Allstate Plaza--F4 Northbrook, IL 60062 (708) 402-6005

Ms. Denise R. Yates Manager, Customer Relations Aloha Airlines P.O. Box 30028 Honolulu, HI 96820 (808) 836-4293

Mr. Tom Onushco Program Coordinator Consumer Services Alpo Pet Foods P.O. Box 25100 Lehigh Valley, PA 18003 1 (800) 366-6033 (toll free)

Ms. Dixie Trout Vice President of Consumer Relations Amana Refrigeration, Inc. Amana, IA 52204 1 (800) 843-0304 (toll free--product questions)

Ms. Susan M. Sampsell Manager, Customer Relations - Passenger Services America West Airlines 4000 East Sky Harbor Boulevard Phoenix, AZ 85034 (800) 235-9292

Ms. J.L. Ferguson Manager, Consumer Relations American Airlines, Inc. P.O. Box 619612 MD 2400 DFW International Airport, TX 75261-9612 (817) 967-2000

Approved Auto Repair American Automobile Association Mailspace 15 1000 AAA Drive Heathrow, FL 32746-5063 (written complaints only)

American Cyanamid Company see Lederle Consumer Health

Mr. Martin J. Hummel, Vice President Executive Customer Relations American Express Company American Express Tower World Financial Center New York, NY 10285 (212) 640-4753 1 (800) 528-4800 (toll free--green card inquiries) 1 (800) 327-2177 (toll free - gold card inquiries) 1 (800) 525-3355 (toll free--platinum card inquiries)

Customer Service American Family Publishers P.O. Box 62000 Tampa, FL 33662 1 (800) AFP-2400 (toll free)

Ms. Sue Holiday Consumer Correspondent American Greetings Corporation 10500 American Road Cleveland, OH 44144 (216) 252-7300 1 (800) 321-3040 (toll free)

Consumer Affairs Department American Home Food Products, Inc. 685 Third Avenue New York, NY 10017 1 (800) 544-5680

Mr. Ronald J. Fojtlin, Manager Consumer Assistance American Standard, Inc. P.O. Box 6820 Piscataway, NJ 08855-6820 1 (800) 223-0068

Ms. Meredith C. Anderson Vice President, Public, Government and Investor Relations American Stores Company P.O. Box 27447 Salt Lake City, UT 84127 (801) 539-0112 1 (800) 541-2863 (toll free)

Mr. Anthony L. Fera Director, Consumer Relations American Tourister, Inc. 91 Main Street Warren, RI 02885 (401) 245-2100 1 (800) 635-5505 (toll free outside RI)

Operations Department America's Favorite Chicken Corporation 6 Concourse Parkway Suite 1700 Atlanta, GA 30328-5352 (404) 391-9500

Mr. Peter Lincoln Director of Corporate Communications Ameritech 1050 Connecticut Avenue, N.W., Suite 730 Washington, D.C. 20036 (202) 955-3058

Mr. Richard Smith, Manager Customer Relations and Consumer Affairs Amoco Oil Company 200 East Randolph Drive Chicago, IL 60601 1 (800) 333-3991 (toll free)

Mr. Alex T. Langston, Jr. Director, Customer Relations Amtrak Washington Union Station 60 Massachusetts Avenue, N.E. Washington, DC 20002 (202) 906-2121 1 (800) USA-RAIL (toll free reservations and information)

Ms. Robin Koop Director, Distributor/Customer Services Amway Corporation 7575 East Fulton Road Ada, MI 49355 (616) 676-7717 1 (800) 548-3878 (toll free TDD)

Mr. Jeff Solsvig Manager, Customer and Product Services Andersen Windows, Inc. 100 Fourth Avenue North Bayport, MN 55003 (612) 430-7255

Mr. Craig Hetterscheidt Manager, Consumer Relations Anheuser-Busch, Inc. One Busch Place St. Louis, MO 63118-1852 (314) 577-3093

Financial Relations Aon Corporation 123 North Wacker Drive Chicago, IL 60606 (312) 701-3000

Customer Relations Department Apple Computer, Inc. 20525 Mariani Avenue Cupertino, CA 95014 1 (800) 776-2333 (toll free--complaints and questions) 1 (800) 538-9696 (toll free--dealer information)

Aramis, Inc. see Estee Lauder, Inc.

Customer Service Arizona Mail Order 3740 East 34th Street Tucson, AZ 85713 (602) 748-8600

Arm & Hammer see Church & Dwight Co., Inc.

Mr. Harry Robinson Consumer Relations Administrator Armorall Products Corporation 6 Liberty Aliso Viejo, CA 92656 (714) 362-0600 1 (800) 747-4104 (toll free)

Consumer Communications Armour Swift Eckrich 2001 Butterfield Road Downers Grove, IL 60515 (708) 512-1000 1 (800) 325-7424 (toll free - Eckrich products)

Mr. Fred Fuest Manager, Consumer Affairs Armstrong Tire Division Pirelli/Armstrong Tire Corporation 500 Sargent Drive New Haven, CT 06536 1 (800) 243-0167 (toll free)

Ms. Jane W. Deibler Manager, Consumer Affairs Armstrong World Industries P.O. Box 3001 Lancaster, PA 17604 (717) 396-4401 1 (800) 233-3823 (toll free)

Mr. Gary Tramiel General Manager of U.S. Sales and Marketing Atari Video Game Systems 1196 Borregas Avenue Sunnyvale, CA 94089 (408) 745-2098

Mr. Thomas C. Butler Manager, Customer Relations Atlantic Richfield Company ARCO Products Company 1055 W. 7th Street Los Angeles, CA 90051-0570 1 (800) 322-ARCO (toll free)

Mr. J.R. Patterson, Senior Vice President Customer Service Atlas Van Lines P.O. Box 509 Evansville, IN 47703-0509 1 (800) 252-8885 (toll free)

Automobile Magazine see K-III

Ms. Lynne Lappin Supervisor, Customer Service Avis Rent-A-Car System 900 Old Country Road Garden City, NY 11530 (516) 222-4200

Avon Fashions, Inc. see Newport News

Ms. Lynn Baron, Manager Consumer Information Center Avon Products, Inc. 9 West 57th Street New York, NY 10019 (212) 546-6015

Mr. Frederick J. Wilson Assistant General Counsel Bacardi Imports Inc. 2100 Biscayne Boulevard Miami, FL 33137 (305) 573-8511

Bali Sara Lee Corporation 3330 Healy Drive P.O. Box 5100 Winston-Salem, NC 27103 (919) 768-8611 1 (800) 654-6122 (toll free)

Corporate Communications Bally Manufacturing Corporation 8700 West Bryn Mawr Chicago, IL 60631 (312) 399-1300

Customer Relations #3538 Bank of America, NT & SA Box 37000 San Francisco, CA 94137 (415) 241-7677

Mr. Michael Pascale, Vice President Public and Investor Relations The Bank of New York Company 48 Wall Street, 16th Floor New York, NY 10286 (212) 495-2066

Barnett Banks, Inc. P.O. Box 40789 Jacksonville, FL 32231 (904) 791-7720

Mr. Bill Pegram Director of Quality Assurance R.G. Barry Corporation 8000 IH 10 West Suite 1500 San Antonio, TX 78230 (210) 366-1092

Bass Pro Shop 1935 South Campbell Springfield, MO 65898 1 (800) BASS-PRO (toll free)

Eddie Bauer Customer Service P.O. Box 3700 Seattle, WA 98124-3700 (800) 426-6253

Ms. Darla J. Elkin Manager, Regulatory and Consumer Affairs Contact Lens Care Products OTC Health Care Products Bausch and Lomb Personal Products Division 1400 North Goodman Street Rochester, NY 14692 1 (800) 553-5340 (toll free)

Ms. Janice Glerum Director, Customer Service Contact Lenses Bausch and Lomb Contact Lens Division 1400 North Goodman Street Rochester, NY 14609 1 (800) 552-7388 (toll free)

Ms. Ethel Killenbeck Manager, Consumer Affairs Eyewear Division Bausch and Lomb P.O. Box 478 Rochester, NY 14692-0478 1 (800) 343-5594 (toll free)

Customer Service L.L. Bean, Inc. Casco Street Freeport, ME 04033-0001 1 (800) 341-4341 (toll free) 1 (800) 545-0090 (toll free TDD)

Customer Service Department Bear Creek Corporation 2518 South Pacific Highway P.O. Box 299 Medford, OR 97501 (503) 776-2400

Beatrice Cheese, Inc. Cheese Division 770 North Springdale Road Waukesha, WI 53186 (414) 782-2750

Mr. Charles F. Baer, President Consumer Products Division Becton Dickinson and Company One Becton Drive Franklin Lakes, NJ 07417 (201) 847-6618

Beech Holdings Corp. see Budget Rent-A-Car Corporation

Beiersdorf, Inc. P.O. Box 5529 Norwalk, CT 06856-5529 (203) 853-8008 1 (800) 233-2340 (toll free outside CT)

Mr. Fred Cooke Assistant to the President Bell Atlantic Corporation 1133 20th Street, N.W. Washington, D.C. 20036 (202) 392-1358

BellSouth Telecommunications (Southern Bell and South Central Bell) Consumer Affairs Manager 600 North 19th Street, 24th Floor Birmingham, AL 35203 (205) 321-2892 1 (800) 346-9000 (toll free Bell South Products) 1 (800) 251-5325 (toll free TDD)

Mr. Keith Card, Director Marketing and Public Relations Benihana of Tokyo 8685 Northwest 53rd Terrace Miami, FL 33166 (305) 593-0770 1 (800) 327-3369 (toll free)

Ms. Sue B. Huffman Director, Consumer Affairs Best Foods CPC International, Inc. P.O. Box 8000 International Plaza Englewood Cliffs, NJ 07632 (201) 994-2324

Mr. John Morgan Manager, Customer Service Best Western International P.O. Box 42007 Phoenix, AZ 85080-2007 (800) 528-1238

Consumer Relations Department BIC Corporation 500 Bic Drive Milford, CT 06460 (203) 783-2000

Birds Eye see General Foods

Mr. Floyd Coonce Manager, Consumer Assistance and Information Black and Decker Household Products 6 Armstrong Road Shelton, CT 06484 1 (800) 231-9786

Consumer Services Black and Decker Power Tools 626 Hanover Pike Hampstead, MD 21074 (410) 239-5300 1 (800) 762-6672 (toll free)

Mr. Gerald Weber Senior Vice President of Operations Blockbuster Entertainment Corporation One Blockbuster Plaza Ft. Lauderdale, FL 33301 (305) 832-3000

Ms. Lori Hunt Customer Affairs Representative Block Drug Company, Inc. 257 Cornelison Avenue Jersey City, NJ 07302 (201) 434-3000, ext. 308 1 (800) 365-6500 (toll free outside NJ)

Customer Service Department Bloomingdale's by Mail, Ltd. 475 Knotter Drive P.O. Box 593 Cheshire, CT 06410-9933 (203) 271-1313 (mail order inquiries only)

Blue Bell, Inc. see Wrangler

Consumer Affairs Blue Cross and Blue Shield Association 1310 G Street, N.W., 12th Floor Washington, DC 20005 (202) 626-4780

Bohannon Communications, Inc. see The Bohannon Group

Industry and Customer Affairs Division The Bohannon Group P.O. Box 775340 St. Louis, MO 63177-5340 (314) 533-2499

Ms. Karen Braswell Marketing Manager Bojangles P.O. Box 240239 Charlotte, NC 28224 (704) 527-2675, ext. 226

Consumer Response Department Borden, Inc. 180 East Broad Street Columbus, OH 43215 (614) 225-4511

Boyle-Midway Household Products, Inc. see Reckitt & Colman Inc. Ms. Stephanie Smith Manager, Consumer Affairs Bradlees Discount Department Stores One Bradlees Circle P.O. Box 9015 Braintree, MA 02184-9015 (617) 380-5377

Breck Hair Care Products see the Dial Corporation

Consumer Affairs Bridgestone/Firestone, Inc. 2550 W. Golf Rd., Suite 400 Rolling Meadows, IL 60008 1 (800) 367-3872 (toll free)

Customer Service Brights Creek 5000 City Lane Road Hampton, VA 23661 (804) 827-1850

Mr. Raymond Heimbuch Manager, Consumer Affairs Bristol-Myers Products 685 Routes 202/206 North Somerville, NJ 08876-1279 1 (800) 468-7746 (toll free)

Ms. Jane Kramer Director, Public Affairs Bristol-Myers Squibb Pharmaceutical Group P.O. Box 4000 Princeton, NJ 08543-4000 (609) 252-4000 1 (800) 332-2056 (toll free)

Brita, USA see Clorox Company

Customer Relations British Airways 75-20 Astoria Blvd. Jackson Heights, NY 11370 (718) 397-4000

Ms. Dianne Hall Consumer Services Administrator Brown-Forman Beverage Company P.O. Box 1080 Louisville, KY 40201 1 (800) 753-1177 (toll free)

Consumer Care Information Brown Group, Inc. P.O. Box 354 St. Louis, MO 63166 1 (800) 766-6465 (toll free)

Customer Relations Budget Rent-A-Car Corporation P.O. Box 111580 Carrollton, TX 75011-1580 1 (800) 621-2844 (toll free)

Investor Service Center Bull & Bear Group, Inc. 11 Hanover Square New York, NY 10005 (212) 363-1100 1 (800) 847-4200 (toll free)

Manager, Customer Relations Bulova Watch Company 26-15 Brooklyn Queens Expressway East Woodside, NY 11377 (718) 204-3300 (consumer relations) (718) 204-3222 (repairs)

Mr. Monroe Milstein President Burlington Coat Factory Warehouse Corporation 1830 Route 130 North Burlington, NJ 08016 (609) 387-7800

Burlington Hosiery see Kayser-Roth Corporation

Public Relations Burlington Industries 3330 West Friendly Avenue Greensboro, NC 27420 (919) 379-2276

Mr. Jonas B. Daughterty, M.S., R.Ph. Manager, Professional Information Services Burroughs Wellcome Company 3030 Cornwallis Road Research Triangle Park, NC 27709 (919) 248-3000, ext. 4511

Mr. Ray Faiola, Director CBS Broadcast Group Audience Services

524 West 57th Street New York, NY 10019 (212) 975-3166

Consumer Affairs Department CIBA Consumer Pharmaceuticals 581 Main Street Woodbridge, NJ 07095 (908) 602-6780

Ciba-Geigy Corporation Plant Protection 410 Swing Road Greensboro, NC 27409 (919) 632-6000 1 (800) 334-9481 (toll free)

Ciba-Geigy Corporation Pharmaceuticals Division 556 Morris Avenue Summit, NJ 07901-1398 (908) 277-5000

CIBA Vision Corporation 11460 John Creek Parkway Duluth, GA 30136 1 (800) 227-1524, ext. 4435 (toll free--consumer relations) Customer Service CIE America 2515 McCave Way P.O. Box 19663 Irvine, CA 92713-9663 1(800) 877-1421, ext. 4260 (toll free)

CIE Terminals see CIE America

Mr. Mark A. Whiter Director, Customer Services CIGNA Property and Casualty Companies 1601 Chestnut Street Philadelphia, PA 19192 (215) 761-4555

Consumer Affairs Department CPC International Inc. International Plaza Box 8000 Englewood Cliffs, NJ 07632 (201) 894-4000

Mr. Paul Reisbord President and Chairman of the Board C&R Clothiers 8660 Hayden Place Culver City, CA 90232 (310) 559-8200

CVN see QVC Network

Customer Relations Department CVS One CVS Drive Woonsocket, RI 02895-0988 (401) 765-1500 1 (800) 444-1140 (toll free)

Cabela's, Inc. 812 13th Avenue Sidney, NE 69160-8888 1 (800) 237-8888 (toll free)

Ms. Darlene Stovall Supervisor, Consumer Affairs Cadbury Beverages, Inc. 6 High Ridge Park Stamford, CT 06905 (203) 968-7673 1 (800) 426-4891 (toll free - 9 a.m.-4 p.m. ET)

Caloric Modern Maid Corporation see Amana Refrigeration, Inc. Ms. Holly Masclans Manager, Consumer Center Campbell Soup Company Campbell Place Camden, NJ 08103-1799 (609) 342-3714

Ms. Susan Read Quality Control Manager Winery Operations Canandaigua Wine Company 116 Buffalo Street Canandaigua, NY 14424 (716) 394-7900

Customer Relations Department Canon U.S.A., Inc. One Canon Plaza Lake Success, NY 11042 (516) 328-4215

Audience Information Capitol Cities/ABC, Inc. 77 West 66th Street New York, NY 10023 (212) 456-7477

Ms. Marcia King-Gamble Guest Relations Manager Carnival Cruise Lines 3655 Northwest 87th Avenue Miami, FL 33178-2428 1 (800) 327-7373 (toll free)

Mr. James Witz Customer Relations Manager Carrier Air Conditioning Company P.O. Box 4808 Syracuse, NY 13221 1 (800) 227-7437 (toll free) Bryant Heating and Air Conditioning 1 (800) 428-4326 (toll free) Day & Night Heating and Air Conditioning 1 (800) 428-4326 (toll free) Payne Heating and Air Conditioning 1 (800) 428-4326 (toll free)

Carte Blanche see Diners Club

Ms. Mary G. Mumolo Corporate Director Consumer Relations Carter Hawley Hale Stores, Inc. 3880 North Mission Road Los Angeles, CA 90031 (213) 227-2422

Consumer Relations Department Carter-Wallace Inc. 1345 Avenue of the Americas New York, NY 10105 (212) 339-5000

Retail Operations Carvel Corporation 20 Batterson Park Road Farmington, CT 06032-2502 (written inquiries only)

Customer Service Department Casio, Inc. 570 Mount Pleasant Avenue Dover, NJ 07801 (201) 361-5400

Ceridian Contact Center Ceridian Corporation 8100 34th Avenue South Minneapolis, MN 55425 (612) 853-3400 1 (800) 232-1985 (toll free)

Mr. Bruce Wagner Customer Service Supervisor Champion Spark Plug Company P.O. Box 910 Toledo, OH 43661 (419) 535-2458 1 (800) 537-8984 (toll free outside OH) 1 (800) 537-9996 (toll free in OH)

Ms. Stacey French Assistant Manager, Consumer Relations Chanel, Inc. 9 West 57th Street, 44th Floor New York, NY 10019 (212) 688-5055

Ms. Lila A. Lesley, Consumer Affairs Consumer Products Division Chattem, Inc. 1715 West 38th Street Chattanooga, TN 37409 (615) 821-4571, ext. 211 1 (800) 366-6833 (toll free outside TN)

Mr. Walter Dabek Director, Consumer Information Cheesebrough-Pond's, USA 55 Merritt Boulevard Trumbull, CT 06611 1 (800) 243-5804

Mr. Louis J. Gancila Director, Consumer Affairs Chemical Bank 277 Park Avenue New York, NY 10172 (212) 310-5286

ChemLawn Services Corporation see TruGreen Limited Partnership Mr. W.P. Howell, Supervisor Dealer and Consumer Affairs Chevron U.S.A. Inc. P.O. Box H Concord, CA 94524 1 (800) 962-1223 (toll free)

Guest Relations Chi-Chi's, Inc. 10200 Linn Station Road Louisville, KY 40223 (502) 426-3900

Chuck E. Cheese see Pizza Time, Inc.

Mrs. Cathy R. Marino, Manager Consumer Relations Church & Dwight Company, Inc. 469 North Harrison Street Princeton, NJ 08540-7648 (609) 683-5900 1 (800) 524-1328

Church's Fried Chicken, Inc. see America's Favorite Chicken Corp.

Cincinnati Microwave One Microwave Plaza Cincinnati, OH 45249-9502 (513) 489-5400 1 (800) 433-3487(toll free)

Circuit City Stores, Inc. 9950 Mayland Drive Richmond, VA 23233 (804) 527-4000 1 (800) 251-2665 (toll free)

Ms. Dinah Nemeroff, Vice President Corporate Director of Customer Affairs Citicorp/Citibank 399 Park Avenue New York, NY 10043 (212) 559-0043

Ms. Ellen Peressini, Executive Secretary Citizen Watch Company of America, Inc. 8506 Osage Avenue Los Angeles, CA 90045 (213) 215-9660 1 (800) 321-1023 (toll free)

Ms. Jeanne D. Matson Consumer Affairs Dept. Clairol, Inc. 300 Park Avenue South New York, NY 10010 1(800) 223-5800 (toll free voice/TDD) 1 (800) HISPANA (toll free Spanish voice/TDD)

Clinique Laboratories, Inc. see Estee Lauder, Inc.

Ms. Sandy Stewart Manager, Consumer Services Clopay Building Products Company 312 Walnut Street, Suite 1600 Cincinnati, OH 45202-4036 1 (800) 225-6729 (toll free)

Ms. Susan Silva Consumer Services Manager Clorox Company 1221 Broadway Oakland, CA 94612-1888 (510) 271-7283 1 (800) 292-2200 (toll free--laundry brands) 1 (800) 537-2823(toll free--charcoal and food brands) 1 (800) 227-1860 (toll free--household surface cleaners) 1 (800) 426-6228 (toll free--insecticides) 1 (800) 242-7482 (toll free--water purification systems)

Consumer Affairs Department Club Med Sales, Inc. 40 West 57th Street New York, NY 10019 (212) 977-2100

Mr. Roger Nunley, Director Industry and Consumer Affairs The Coca-Cola Company P.O. Drawer 1734 Atlanta, GA 30301 1 (800) 438-2653 (toll free) 1 (800) 262-2653 (toll free TDD)

Corporate Office Coldwell Banker Corp 27271 Los Rambals Mission Viejo, CA 92629 (714) 367-1800

Ms. Jan M. Guifarro Associate Director, Consumer Response US Consumer Affairs Colgate-Palmolive Company 300 Park Avenue New York, NY 10022-7499 1 (800) 221-4607 (toll free--oral care products) 1 (800) 338-8388 (toll free--household products)

Corporate Office Collins & Aikman Group, Inc. P.O. Box 562237 Charlotte, NC 28256-2237 (704) 548-2350

Mr. Richard Petitt President, Life/Health Colonial Penn Group, Inc. 1818 Market Street, 26th Floor Philadelphia, PA 19181 (215) 988-3027 1 (800) 523-1700 (toll free-auto customer service) 1 (800) 523-2800 (toll free-homeowner customer service) 1 (800) 523-4000 (toll free-health customer service) 1 (800) 523-9100 (toll free-life customer service)

Columbia House A Division of SONY Music Entertainment, Inc. P.O. Box 4450 New York, NY 10101-4450 1 (800) 457-0500 (toll free--records and tapes) 1 (800) 457-0866 (toll free--videos)

Ms. Teresa C. Infantino Executive Vice President Combe Incorporated 1101 Westchester Avenue White Plains, NY 10604-3597 (914) 694-5454 1 (800) 431-2610 (toll free)

Combined Insurance Company of America see Aon Corporation

Customer Relations Commodore Business Machines, Inc. 1200 Wilson Drive West Chester, PA 19380 (215) 431-9100

Customer Relations Department Compaq Computer Corporation P.O. Box 692000 Houston, TX 77269-2000 1 (800) 345-1518 (toll free)

Comprehensive Care Corp. 16305 Swingley Ridge Drive Suite 100 Chesterfield, MO 63017 (314) 537-1288 1 (800) 678-2273 (toll free)

Mr. William C. Redpath Director of Warranty Administration and Control Congoleum Corporation Technical Operations Center 861 Sloan Avenue Trenton, NJ 08619 (609) 584-3000 1 (800) 274-3266 (toll free)

Consumers Products Group see Commodore Business Machines, Inc. Supervisors Department Contempo Casuals 5433 West Jefferson Boulevard Los Angeles, CA 90016 (213) 936-2131 1 (800) 368-5923 (toll free)

Ms. Mary C. Connor Director, Customer Relations Continental Airlines, Inc. 3663 North Belt East, Suite 500 Houston, TX 77032 (713) 987-6500

Ms. Barbi Berg 2CR Manager, Consumer Affairs Continental Baking Company Checkerboard Square St. Louis, MO 63164 (314) 982-4953

Customer Service Converse, Inc. One Fordham Road North Reading, MA 01864-2680 1 (800) 428-CONS (2667) (toll free)

Conwood Company, L.P. 813 Ridge Lake Boulevard Memphis, TN 38120 (901) 761-2050

Coors Brewing Company Ms. Toni P. Houck Corporate Communications Manager Consumer Information Center NH320 Golden, CO 80401 1 (800) 642-6116 (toll free)

Coppertone see Schering-Plough HealthCare Products, Inc.

Mr. Ron Almarode, Supervisor Corning/Revere Consumer Information Center Corning Incorporated 1300 Hopeman Parkway Waynesboro, VA 22980 (800) 999-3436

Ms. Connie J. Shelby Director, Consumer Affairs Cosmair, Inc. P.O. Box 98 Westfield, NJ 07091-9987 1 (800) 631-7358 (toll free)

Consumer Relations Cotter & Company 2740 North Clybourn Avenue Chicago, IL 60614-1088 (312) 975-2700

Service Department Craftmatic Organization, Inc. 2500 Interplex Drive Trevose, PA 19053-6998 (215) 639-1310 1 (800) 677-8200 (toll free)

Consumer Affairs Division Jenny Craig International 445 Marine View Avenue Del Mar, CA 92014 (619) 259-7000

Ms. Connie King Manager, Consumer Relations A.T. Cross Company One Albion Road Lincoln, RI 02865 1 (800) 282-7677 (toll free) 1 (800) AT CROSS (toll free)

Mr. George Turner Assistant Vice President, Operations Crown Books 3300 75th Avenue Landover, MD 20785 (301) 731-1200 1 (800) 831-7400 (toll free)

Mr. Peter Cammarata Director, Sales and Marketing Operations Cuisinarts Corporation P.O. Box 120067 Stamford, CT 06912 (203) 975-4600 (609) 426-1300 (in NJ) 1 (800) 726-0190 (toll free outside NJ)

Ms. Michelle Soucie Special Assistant to the President for Consumer Affairs Culligan International Company One Culligan Parkway Northbrook, IL 60062 (708) 205-5757

Mr. Marvin E. Eisenstadt, President Cumberland Packing Corporation Two Cumberland Street Brooklyn, NY 11205 (718) 858-4200

Mr. Lee Kennedy Department Head, Customer Service Current, Inc. P.O Box 2559 Colorado Springs, CO 80901 1 (800) 525-7170 (toll free)

Customer Care Department Curtis Mathes Corporation P.O. Box 112 Athens, TX 75751 (903) 675-2292 1 (800) 949-4999 (toll free - technical services) 1 (800) 657-1979 (toll free - parts administration)

d-Con see L&F Products

Ms. Joan Calkins Manager, Customer Service DHL Corporation 1820 Gateway Drive, Suite 300 San Mateo, CA 94404 1 (800) CALL-DHL (toll free)

Dairy Queen see International Dairy Queen

Ms. Eileen O'Gorman Director, Consumer Relations Dannon Company, Inc. 1111 Westchester Avenue White Plains, NY 10604 (written inquiries only)

Ms. Janelle Senft Consumer Division Danskin P.O. Box 15016 York, PA 17405-7016 1 (800) 288-6749

Ms. Avis Carlson, Manager Central Consumer Relations Dayton's, Hudson's, Marshall Field's Dept. Stores Box 875 700 Nicollet Mall Minneapolis, MN 55402 (612) 375-3382

Shareholder Services

Dean Witter, Discover & Company 2 World Trade Center, 66th Floor New York, NY 10048 1 (800) 733-2307 (toll free)

Dearfoam see R.G. Barry Corporation

Deere & Company John Deere Road Moline, IL 61265-8098 (309) 765-8000

Ms. Margaret Sanders Consumer Relations Department Del Laboratories, Inc. 565 Broad Hollow Road Farmingdale, NY 11735 (516) 293-7070

Ms. Janet M. Acklam Director, Consumer Affairs Del Monte Foods P.O. Box 193575 San Francisco, CA 94119-3575 1 (800) 543-3090 (toll free)

Del Pharmaceuticals, Inc. see Del Laboratories, Inc.

Public Relations Delco Remy Division General Motors Corporation 2401 Columbus Avenue Mail Code 18-109 Anderson, IN 46018-9986 (317) 646-3367

Mr. Fred Elsberry Director, Consumer Affairs Delta Air Lines Hartsfield Atlanta International Airport Atlanta, GA 30320 (404) 715-1402

Ms. Barbara Peterson Product Service Manager Delta Faucets P.O. Box 40980 Indianapolis, IN 46280 (317) 848-1812

Operations Denny's, Inc. 203 East Main St. Spartanburg, SC 29319-0001 (803) 596-8000

Mr. George Andrassy, Vice President Research and Development Dep Corporation 2101 East Via Arado Rancho Dominguez, CA 90220-6189 (213) 604-0777 1 (800) 367-2855 (toll free)

Ms. Julie Jason Manager, Customer Service DeVry, Inc. 1 Tower Lane Oakbrook Terrace, IL 60181 (708) 571-7700 1 (800) 225-8000 (toll free)

Ms. Marie Shubin Consumer Information Center The Dial Corporation 15101 N. Scottsdale Rd. Scottsdale, AZ 85254 (602) 207-5518 1 (800) 528-0849 (toll free-foods division) 1 (800) 45-PUREX (toll free-household and laundry division) 1 (800) 258-DIAL (toll free-personal care division)

Customer Relations Diet Center, Inc. 921 Penn Avenue Pittsburgh, PA 15222-3814 (412) 338-8700 1 (800) 333-2581 (toll free)

Customer Relations Department Digital Equipment Corporation 40 Old Bolton Road Stow, MA 01775-1215 (508) 493-7161 1 (800) 332-4636 (toll free)

Customer Relations Dillard Department Stores, Inc. 1600 Cantrell Road Little Rock, AR 72202 (501) 376-5200

Mr. Jim Scherman Vice President, Customer Service Diners Club International 183 Inverness Drive West Englewood, CO 80112 (303) 799-9000 1 (800) 234-6377 (toll free) (303) 643-2155 (TDD)

Ms. Helen Robinson Manager, Consumer Response Dole Packaged Foods ATTN: Consumer Response Department 5795 Lindero Canyon Road Westlake Village, CA 91362-4013 1 (800) 232-8888 (toll free)

Mr. Thomas S. Monaghan, President Domino's Pizza, Inc. P.O. Box 997 Ann Arbor, MI 48106-0997 (313) 930-3030

Mr. Robert J. Posch, Jr. Vice President, Legal Affairs Doubleday Book & Music Clubs, Inc. 401 Franklin Avenue Garden City, NY 11530-5806 (516) 873-4628

Ms. Sharon Clark Manager, Consumer Affairs DowBrands P.O. Box 68511 Indianapolis, IN 46268-0511 1 (800) 428-4795 (toll tree)

Mr. Jim Ball, Vice President Corporate Communications Ms. Wynema Hamilton, Coordinator Consumer Affairs Dr Pepper/Seven-Up Companies, Inc. (Welch's & IBC Root Beer) P.O. Box 655086 Dallas, TX 75265-5086 (214) 360-7000

Customer Service Department Walter Drake & Sons, Inc. Drake Building Colorado Springs, CO 80940-0001 (719) 596-3140

Ms. Jane Lagusch Vice President Drug Emporium, Inc. 155 Hidden Ravines Drive Powell, OH 43065 (614) 548-7080 - Ext. 104

Dulcolax CIBA Consumer Pharmaceuticals 581 Main Street Woodbridge, NJ 07095 (908) 602-6780

Mr. Robert M. Rosenberg Chairman of the Board Dunkin Donuts of America P.O. Box 317 Randolph, MA 02368 (617) 961-4000

Mr. Steven Wyanacek Manager, Consumer Affairs and OE Service Dunlop Tire Corporation P.O. Box 1109 Buffalo, NY 14240-1109 1 (800) 548-4714 (toll free)

Customer Information Center DuPont Company BMP / Reeves Mill Wilmington, DE 19880-0010 1 (800) 441-7515 (toll free)

Consumer Affairs Department Duracell USA Division of Duracell, Inc. Berkshire Corporate Park Bethel, CT 06801 (203) 796-4300 1 (800) 551-2355 (toll free--8:30 a.m.-5 p.m. EST)

Durkee-French Foods see Reckitt & Colman Inc.

Mr. John Vaeth Eastman Kodak Company 343 State Street Rochester, NY 14650-0811 1 (800) 242-2424 (toll free)

Ms. Nancy J. Avino Customer Service Representative Eckerd Drug Company 8333 Bryan Dairy Road P.O. Box 4689 Clearwater, FL 34618 (813) 399-6000

Customer Service Edmund Scientific Company 101 East Gloucester Pike Barrington, NJ 08007-1380 (609) 573-6260

Electrolux Corporation 2300 Windy Ridge Parkway Suite 900 Marietta, GA 30067 (404) 933-1000 1 (800) 243-9078 (toll free)

Customer Relations Emery Worldwide A CF Company 3350 West Bayshore Road Palo Alto, CA 94303-0986 (415) 855-9100 1 (800) 227-1981 (toll free)

Ms. Sonia Franklin Director of Consumer Affairs Encore Marketing International, Inc. 4501 Forbes Boulevard Lanham, MD 20706 (301) 459-8020 1 (800) 638-0930 (toll free)

Mr. Norman Braun Vice President, Public Affairs Encyclopaedia Britannica, Inc. 310 South Michigan Avenue Chicago, IL 60604-4293 (312) 347-7230

Mr. Labat R. Yancey Vice President Office of Consumer Affairs Equifax P.O. Box 105139 Atlanta, GA 30348 (404) 612-2899

Ms. Carolann V. Mathews Vice President, Customer Relations Equitable Life Assurance Society 135 West 50th Street New York, NY 10020 (212) 641-7700 (direct) (212) 245-4609 (collect)

Retail Customer Service Department Esprit de Corp. 900 Minnesota Street San Francisco, CA 94107-3000 (415) 648-6900 1 (800) 777-8765 (toll free)

Ms. Theresa Sullivan Vice President, Consumer Relations Estee Lauder Companies 767 Fifth Avenue New York, NY 10153-0003 (212) 572-4200

Ms. Carol Archer Supervisor, Consumer Affairs Ethan Allen, Inc. Ethan Allen Drive Danbury, CT 06811 (203) 743-8553

Mr. Rick Gremer Consumer Relations Manager The Eureka Company 1201 East Bell Street Bloomington, IL 61701-6902 (309) 823-5735 1 (800) 282-2886 (toll free--warranty center)

Mr. Dan Evans, Chairman of the Board Bob Evans Farms, Inc. 3776 South High Street P.O. Box 07863 Columbus, OH 43207 (614) 491-2225 1 (800) 272-PORK (toll free outside OH)

Mr. Glen C. Lyons Consumer Affairs Team Leader Exxon Company U.S.A. P.O. Box 2180 Houston, TX 77252-2180 (713) 656-2111

Ms. Barbara Catalano Consumer Affairs Coordinator Tsumara International, Inc. 300 Lighting Way Secaucus, NJ 07096 (201) 223-8169

Ms. June Golden Family Circle Magazine 110 Fifth Avenue New York, NY 10011 (212) 463-1063

Consumer Affairs Department Faultless Starch/Bon Ami Company 1025 West Eighth Street Kansas City, MO 64101-1200 (816) 842-1230

Fayva Shoe Stores see Morse Shoe, Inc.

Ms. Jean H. Ward-Jones Manager, Corporate Quality Federal Express Corporation P.O Box 727, Department 2142 Memphis, TN 38194-2142 (901) 395-4539 1 (800) 238-5355 (toll free)

Ms. Patricia Ikeda Carper, Director Community Relations and Operations Federated Department Stores 7 West Seventh Street Cincinnati, OH 45202 (513) 579-7000

Ms. Cathy Sharkey Manager, Consumer Relations Fieldcrest Cannon, Inc. 1271 Avenue of the Americas New York, NY 20020 (212) 957-2500 1 (800) 841-3336 (toll free--Fieldcrest Stores) 1 (800) 237-3209 (toll free--Cannon Stores)

Ms. Susan Alcorn, Director Consumer, Government and Media Center Finast 17000 Rockside Road Cleveland, OH 44137-4390 (216) 587-7100

Ms. Mary Luethmers Customer Relations Manager Fingerhut Corporation 11 McLeland Road St. Cloud, MN 56395 (612) 259-2500

Mr. L. A. Mann Sr. Director, Consumer Affairs First Brands Corporation 88 Long Hill Street East Hartford, CT 06108 (203) 728-6000

Mr. Thomas J. Metz Senior Vice President, Customer Services Customer Service Center First Fidelity Bancorporation 100 Constitution Drive Upper Darby, PA 19082-4603 (215) 734-5090 1 (800) 345-9042 (toll free) (215) 734-5599 (TDD)

Consumer Affairs Department First Interstate Bank of California 707 Wilshire Boulevard, W35-13 Los Angeles, CA 90017 (213) 614-3103 1 (800) 626-3400 (toll free)

Customer Service First Union National Bank of Florida P.O. Box 2870 Jacksonville, FL 32231-0010 (904) 361-6996 1 (800) 735-1012 (toll free)

Fisher see SFS Corporation

Ms. Carol Steck Manager, Consumer Affairs Fisher Price 636 Girard Avenue East Aurora, NY 14052-1880 1 (800) 432-5437 (toll free)

Ms. April Reynolds Special Consumer Services Manager Florida Power and Light Co. P.O. Box 029100 Miami, FL 33102-9100 (305) 552-4645 1 (800) 432-6554 (toll free TDD)

Ms. Monica Schmelter, Manager Customer Relations Florist's Transworld Delivery Association (FTD) 29200 Northwestern Highway P.O. Box 2227 Southfield, MI 48037-4077 (313) 355-9300 1 (800) 788-9000 (toll free)

Florsheim Shoe Company 130 South Canal Street Chicago, IL 60606-3999 (312) 559-2500

Mr. Heeth Varnedoe, President Flowers Industries, Inc. P.O. Box 1338 Thomasville, GA 31799-1338 (912) 226-9110

Mr. Scott R. Yablon Vice President - Administration Forbes Inc. 60 Fifth Avenue New York, NY 10011 (212) 620-2409

Customer Service Foster & Gallagher, Inc. 6523 North Galena Road Peoria, IL 61632 (309) 691-4610 (Monday--Friday, 8:30 a.m.--5 p.m.) (309) 691-3633 (Monday--Friday, after 5:15 p.m.)

Ms. Rosemary Myers, Vice President Customer Service/Operations The Franklin Mint U.S. Route One Franklin Center, PA 19091 (215) 459-6000

Frank's Nursery and Crafts, Inc. A Subsidiary of General Host Corporation 6501 East Nevada Detroit, MI 48234 (313) 366-8400

Customer Relations Fretter Appliance Company 35901 Schoolcraft Road Livonia, MI 48150 (313) 537-3701 1 (800) 736-3430 (toll free)

Mr. Brian Wooden Manager, Consumer Affairs The Frigidaire Co. 6000 Perimeter Drive Dublin, OH 43017 1 (800) 374-7714 1 (800) 451-7007 (toll free - Frigidaire Appliances) 1 (800) 485-1445 (toll free - Gibson Appliances) 1 (800) 323-7773 (toll free - Kelvinator Appliance Company) 1 (800) 537-5530 (toll free--O'Keefe & Merit Appliances) 1 (800) 537-5530 (toll tree--Tappan Company, Inc.) 1 (800) 245-0600 (toll free--White Westinghouse)

Ms. Janet Rosati Director, Consumer Services Fruit of the Loom, Inc. One Fruit of the Loom Drive Bowling Green, KY 42102-9015 (502) 781-6400

Ms. Marianne Salimbene Associate Manager Customer Service Department Fuji Photo Film U.S.A., Inc. 400 Commerce Boulevard Carlstadt, NJ 07072-3009 1 (800) 659-3854, ext. 2571 (toll free)

Customer Resource Center Fuller Brush Company P.O. Box 1247 Great Bend, KS 67530-0729 1 (800) 523-3794 (toll free)

GTE Corporation One Stamford Forum Stamford, CT 06904 (203) 965-2000

Ms. Teddi Burris Manager, Consumer Relations Ernest & Julio Gallo Winery P.O. Box 1130 Modesto, CA 95353 (209) 579-3161

Ms. Jeannine Deming, Manager Consumer Service Department Lewis Galoob Toys, Inc. 500 Forbes Boulevard San Francisco, CA 94080 (415) 952-1678

Ms. Sheila Gibbons Director, Public Affairs Gannett Company, Inc. 1100 Wilson Boulevard Arlington, VA 22234 (703) 284-6048

General Electric Company For information on GE consumer products and services, call: GE ANSWER CENTER _ service 1 (800) 626-2000 (toll free)

Ms. Giselle Simmons Manager of Consumer Response and Information Center General Foods Corporation 250 North Street White Plains, NY 10625 1 (800) 431-1001 (toll free--General Foods products)

General Host Corporation P.O. Box 10045 Stamford, CT 06904 (203) 357-9900

Ms. Sandy Weisenburger Assistant Manager, Consumer Services General Mills, Inc. P.O. Box 1113 Minneapolis, MN 55440-1113 (612) 540-4295 1 (800) 328-6787 (toll free--bakery products) 1 (800) 328-1144 (toll free--cereals) 1 (800) 222-6846 (toll free--Gorton's) 1 (800) 231-0308 (toll free--snacks)

Customer Relations Department General Motors Acceptance Corporation (GMAC) 3044 West Grand Boulevard, Room AX348 Detroit, Ml 48202 (313) 556-0510 1 (800) 441-9234 (toll free) 1 (800) TDD-GMAC (toll tree TDD)

Customer Service General Tire Inc. One General Street Akron, OH 44329-0007 1 (800) 847-3349 (toll free)

Ms. Donna Leggate, Vice President Customer Service Generra 316 Occidental Avenue, South Suite 410 Seattle, WA 98104 (206) 728-6888

Sales Department Genesee Brewing Company, Inc. 445 St. Paul Street Rochester, NY 14605 (716) 546-1030

Ms. Denise Irish (paper products) Ms. Kathy Ziprik (building products) Georgia-Pacific Corp. P.O. Box 105605 Atlanta, GA 30348-5605 (404) 220-6227 (building products) (404) 527-0038 (paper products)

Mr. Steven W. Poole, Director Corporate Communications Gerber Products Company 445 State Street Fremont, MI 49413-1056 (616) 928-2000 1(800) 4-GERBER (toll free--24 hours) 1 (800) 421-4221 (toll free, 24-hour breastfeeding advice) 1 (800) 828-9119 (toll free--baby formula)

Ms. Odonna Mathews Vice President for Consumer Affairs Giant Food Inc. P.O. Box 1804, Department 597 Washington, DC 20013 (301) 341-4365 (301) 341-4327 (TDD)

Gibson Appliances see The Frigidaire Co.

Ms. Beverly Smart Manager, Consumer Affairs Gillette Company P.O. Box 61 Boston, MA 02199 (617) 463-3337

Glenbrook Laboratories see Sterling Health

Mr. James Sainsbury Manager, Product Regulation The Glidden Company 925 Euclid Avenue Cleveland, OH 44115 (216) 344-8818

Mr. A.L. Finley, Director Consumer Relations Goodyear Tire & Rubber Co. 1144 East Market Street Akron, OH 44316 (216) 796-4940 (216) 796-6055 (TDD) 1 (800) 321-2136 (toll free)

Mr. Michael Legrand Vice President, Operations Gordon's Jewelers A Subsidiary of Zale Corporation 901 West Walnut Hill Lane Irving, TX 75038-1003 (214) 580-4924

Consumer Affairs Greensweep 800 North Lindbergh St. Louis, MO 63167 1 (800) 225-2883 (toll free)

Ms. Leslie Young Manager, Customer Relations Greyhound Lines, Inc. P.O. Box 660362 Dallas, TX 75266-0362 (214) 419-3914

Guess? Inc. 1444 South Alameda Street Los Angeles, CA 90021 (213) 765-3100

Guinness Import Company Six Landmark Square Stamford, CT 06901-2704 (203) 323-3311 1 (800) 521-1591 (toll free)

Ms. Marti Johnson Director of Client Relations H&R Block, Inc. 4410 Main Street Kansas City, MO 64111-9986 (816) 753-6900 1 (800) 829-7733 (toll free)

HVR Company see Clorox Company

Mr. Don Freberg Manager of Consumer Affairs Hallmark Cards, Inc. P.O. Box 419034 Kansas City, MO 64141-6034 (816) 274-5697

Halston Borghese, Inc. 767 5th Avenue, 49th Floor New York, NY 10153 (212) 572-3100

Hanes see L'eggs

Hannibal Sports Promotions, Inc. see The Bohannon Group

Mr. Michael Larson Vice President, Customer Service Hanover-Direct Inc. 340 Poplar Street Hanover, PA 17333-9989 (717) 637-6000

Hardwick see Maycor

Consumer Relations Department Hartz Mountain Corporation 700 Frank E. Rodgers Blvd. South Harrison, NJ 07029-9987 (201) 481-4800

Ms. Bonnie Fisher Supervisor, Consumer Affairs Hasbro, Inc. P.O. Box 200 Pawtucket, RI 02861-0200 1 (800) 255-5516

Hathaway Shirts see Warnaco Men's Apparel

Mr. Patrick Beckett, Marketing Manager Heath Company Benton Harbor, MI 49022 (616) 925-6000

Mr. Thomas J. Rattigan Chairman and CEO G. Heileman Brewing Company 9399 West Higgins Rd. Rosemont, IL 60018 (708) 292-2100

Ms. Donna Elliott Manager, Consumer Affairs Heinz U.S.A. P.O. Box 57 Pittsburgh, PA 15230-0057 (412) 237-5740

Consumer Affairs Department Consumer Brands Helene Curtis, Inc. 325 North Wells Street Chicago, IL 60610-4713 (312) 661-0222

Ms. Lael M. Moynihan Manager, Consumer Relations Hershey Foods Corporation P.O. Box 815 Hershey PA 17033-0815 1 (800) 468-1714 (toll free)

Mr. Frank Gonzalez, Manager Executive Customer Relations Hertz Corporation 225 Brae Boulevard Park Ridge, NJ 07656-0713 (201) 307-2000 1 (800) 654-3131 (toll free--reservations) 1 (800) 654-2280 (toll free TDD)

Customer Information Center Hewlett-Packard Company 19310 Prune Ridge Avenue Cupertino, CA 95014 (408) 246-4300

Hilton Hotels Corporation 9336 Civic Center Drive Beverly Hills, CA 90209-5567 (310) 278-4321

Mr. Mike Rudman Vice President, Human Resources Hit or Miss 100 Campanelli Parkway Stoughton, MA 02072 (617) 344-0800

Mr. Jim Drummond, Director Hitachi Home Electronics (America), Inc. 3890 Steve Reynolds Boulevard Norcross, GA 30093 (404) 279-5600 1 (800) 241-6558 (toll free)

Mr. Randall Smith Holiday Inn Worldwide Three Ravinia Drive, Suite 2000 Atlanta, GA 30346 (404) 604-2000

Mr. Bill Sanders Director, Consumer Affairs Home Depot Inc. 2727 Paces Ferry Road Atlanta, GA 30339 (404) 433-8211

Ms. Karen McKeever Assistant Vice President of Marketing Home Owners Warranty Corporation (HOW) 1110 North Glebe Road Arlington, VA 22201 (703) 516-4100 1 (800) CALL-HOW (toll free)

Home Shopping Network P.O. Box 9090 Clearwater, FL 34618-9090 (813) 572-8585 1 (800) 753-5353 (toll free TDD)

Mr. Ray Gwin, Manager Consumer Affairs Residential Division Honeywell, Inc. Honeywell Plaza P.O. Box 524 Minneapolis, MN 55440-0524 (612) 951-1000 1 (800) 468-1502 (toll free)

Mr. Larry Calder Manager of Consumer Response Center Hoover Company 101 East Maple North Canton, OH 44720 1 (800) 944-9200 (toll free)

Customer Service Division The Horchow Collection 221 E. Walnut Hill Lane Irving, TX 75039-3627 (214) 401-6300 1 (800) 395-5397 (toll free)

Ms. Julie Henderson Craven Director, Consumer Affairs Hormel Foods Company 501 16th Avenue N.E. Austin, MN 55912-9989 (507) 437-5395

Hostess Cakes see Continental Baking Co.

Ms. Judy McCray, Consumer Relations Huffy Bicycle Company P.O. Box 1204 Dayton, OH 45401 (513) 866-6251

Customer Relations Humana Inc. 500 West Main Street P.O. Box 1438 Louisville, KY 40201-1438 (502) 580-1000

Hunt-Wesson, Inc. P.O. Box 4800 Fullerton, CA 92634-4800 (714) 680-1431

Ms. Chris Buzanis Director, Quality Assurance Hyatt Hotels & Resorts 200 West Madison Street, 39th Floor Chicago, IL 60606 (312) 750-1234 1 (800) 228-3336 (toll free)

IBC Root Beer see Dr. Pepper/Seven-Up Companies, Inc.

Ms. Melody Curtis IBM Information Support Center 300 East Valencia Tucson, AZ 85706 1 (800) 426-3333

Consumer Affairs Department Illinois Bell 225 West Randolph Street, Room 30-D Chicago, IL 60606 (312) 727-2293

Mr. Stephen Powell Government Affairs Manager Indiana Bell 251 North Illinois Street, Room 1680 Indianapolis, IN 46204 (317) 265-5965

Mr. David Steadman CEO and Chairman Integra 4441 West Airport Freeway Irving, TX 75062 (214) 258-8500

Communications Department International Dairy Queen, Inc. P.O. Box 39286 7505 Metro Boulevard Minneapolis, MN 55439-0286 (612) 830-0200

International Service Specialists, Inc. see The Bohannon Group Customer Service JRT 5000 City Line Road Hampton, VA 23661 (804) 827-6000

Mr. James Bennett Customer Relations Manager JVC Company of America 41 Slater Drive Elmwood Park, NJ 07407 (201) 808-2100 1(800) 252-5722 (toll free)

Ms. Carolyn Calkins Manager, Customer Service Jackson & Perkins Nursery Stock 2518 South Pacific Highway Medford, OR 97501 (503) 776-2400 1 (800) 872-7673 (toll free)

Ms. Ophelia R. Millon Manager of Consumer Affairs James River Corporation P.O. Box 6000 Norwalk, CT 06856-6000 (203) 854-2458 1 (800) 243-5384 (toll free)

Ms. Rita Topp James River Corporation Towel and Tissue Products P.O. Box 6000 Norwalk, CT 06856-6000 1 (800) 243-5384 (toll free)

Jenn-Air Company see Maycor

Ms. Barbara Short Consumer Relations Jockey International, Inc. 2300 60th Street Kenosha, WI 53140 (414) 658-8111

Public Relations John Hancock Financial Services P.O. Box 111 Boston, MA 02117 (617) 572-6272

Johnny Appleseed's, Inc. 30 Tozer Road Beverly, MA 01915-0720 1 (800) 225-5051 (toll free)

Johnson & Johnson Consumer Products, Inc. Information Center 199 Grandview Road Skillman, NJ 08558 1 (800) 526-3967 (toll free)

Complaint Department Johnson Publishing Company, Inc. 820 South Michigan Avenue Chicago, IL 60605 (written complaints only)

Mr. Tom Conrardy Director, Consumer Resource Center S.C. Johnson and Sons 1525 Howe Street Racine, WI 53403 1 (800) 558-5252 (toll free)

Ms. Denise Mori Manager, Guest Services Howard Johnson, Inc. P.O. Box 29004 Phoenix, AZ 85038 (602) 389-5555

Mr. Jerry Taylor, Vice President Advertising and Marketing Jordache Enterprises, Inc. 1411 Broadway New York, NY 10018 (212) 279-7343 1 (800) 289-5326 (toll free) 1 (800) 666-1917 (toll free)

Mr. Brian Beckwith Vice President of Circulation K-III 717 5th Avenue New York, NY 10022 (212) 745-0500

Mr. Robert J. Clark Manager, Customer Service K mart Corporation 3100 West Big Beaver Road Troy, MI 48084 (313) 643-1643 1 (800) 63-KMART (toll free)

Ms. Annette Watkins-Habeski Manager, Customer Relations Karastan Rugmill Division of Mohawk Industries, Inc. P.O. Box 129 Eden, NC 27289 1 (800) 476-7113 (toll free) 1 (800) 476-7113 (toll free)

Mr. Rory J. Murphy Senior Vice President, Operations Carl Karcher Enterprises 1200 North Harbor Boulevard P.O. Box 4349 Anaheim, CA 92803 (714) 774-5796

Consumer Services Kawasaki Motor Corporation, U.S.A. P.O. Box 25252 Santa Ana, CA 92799-5252 (714) 770-0400

Ms. Sara C. Maness Consumer Relations Manager Kayser-Roth Corporation 612 South Main Street Burlington, NC 27215 (919) 229-2224

Ms. Nathalie Lofton, Supervisor Consumer Communications Keebler Company, Inc. One Hollow Tree Lane Elmhurst, IL 60126 (708) 833-2900

Ms. Linda J. Pell Director, Consumer Affairs Kellogg Company P.O. Box CAMB Battle Creek, MI 49016 1 (800) 962-1413

Mr. Robert A. Shower, Manager Product Service The Kelly Springfield Tire Company 12501 Willow Brook Road, S.E. Cumberland, MD 21502-2599 (301) 777-6635 (301) 777-6017

Kelvinator Appliance Company see The Frigidaire Company

Ms. Nancy Bays Supervisor, Consumer Relations Kemper National Insurance Company Public Affairs and Communications 1 Kemper Drive Long Grove, IL 60049-0001 (708) 540-2522 1 (800) 833-0355 (toll free)

Ms. Bonnie Fisher Supervisor, Consumer Affairs Kenner Products P.O. Box 200 Pawtucket, RI 02861-0200 1 (800) 327-8264 (toll free)

Ms. Cindy Van Grinsven Director, Consumer Services Kimberly-Clark Corporation P.O. Box 2020 Neenah, WI 54957-2020 (414) 721-8000 1 (800) 544-1847 (toll free)

Kinetico, Inc. 10845 Kinsman Road Newbury, OH 44065 (216) 564-9111

Kingsford Products Company see Clorox Company

Consumer Assistance Center KitchenAid 701 Main Street St. Joseph, MO 49085-1392 (616) 923-4500 1 (800) 422-1230 (toll free)

Ms. Veronica Barry Assistant to the Senior Vice President Public Relations and Communications Calvin Klein Industries, Inc. 205 West 39th Street, 10th Floor New York, NY 10018 (212) 719-2600 1 (800) 327-8731 (toll free)

Kodiak Smokeless Tobacco see Conwood Co., L.P.

Mr. Paul Scholten, Manager Service and Technical Publications Kohler Company Kohler, WI 53044 (414) 457-4441

Mr. Alan Wilson, Manager Sales Administration Kohler Generator Division Kohler, WI 53044 (414) 457-4441

Mr. Mark Grunow, Manager Consumer Affairs Plumbing and Specialty Products Kohler Company Kohler, WI 53044 (414) 457-4441

ATTN: Consumer Response Center Kraft, Inc. Kraft Court Glenview, IL 60025 1 (800) 323-0768 (toll free)

Ms. Judy Ball Customer Relations Manager Kroger Company 1014 Vine Street Cincinnati, OH 45201 (513) 762-1589 1 (800) 632-6900 (toll free--product information)

Mr. Rody Davenport, IV President and C.O.O. Krystal Company One Union Square Chattanooga, TN 37402 (615) 757-1550

Ms. Genine Le Duff Consumer Affairs Coordinator LA Gear 2850 Ocean Park Blvd. Santa Monica, CA 90405 (213) 822-1995

Mrs. Ann P. Gallaher Manager of Consumer Services La-Z-Boy Chair Company 1284 North Telegraph Road Monroe, MI 48161-3309 (313) 242-1444

Consumer Relations L&F Products 225 Summit Avenue Montvale, NJ 07645-1575 1 (800) 888-0192

LaCoupe see Playtex Family Products Group

Ms. Marie Holen Manager, Consumer Affairs Land O'Lakes, Inc. P.O. Box 116 Minneapolis, MN 55440-0116 1 (800) 328-4155 (toll free)

Customer Service Land's End One Land's End Lane Dodgeville, WI 53595 1 (800) 356-4444 (toll free)

Mr. Gordon Young Vice President, Customer Service Lane Furniture East Franklin Avenue P.O. Box 151 Altavista, VA 24517 (804) 369-5641

Mr. John Gray Vice President, Retail Service Lechmere 275 Wildwood Street Woburn, MA 01801 (617) 476-1404 1 (800) 733-4666 (toll free)

Ms. Barbara Distasi Manager, Consumer Affairs Lederle Consumer Health 1 Cyanamid Plaza Wayne, NJ 07470 1 (800) 282-8805 (toll free-9 a.m.-4 p.m., M-F)

Ms. Christine Anderson Customer Service Lee Company 9001 West 67th Street Merriam, KS 66202 (913) 384-4000

L'eggs Products Sara Lee Hosiery Sara Lee Corporation 5660 University Parkway Winston-Salem, NC 27105 (919) 519-2529

Customer Service Leichtung, Inc. 4944 Commerce Parkway Cleveland, OH 44128 (216) 831-6191 1 (800) 654-7817 (toll free)

Lennox Industries P.O Box 799900 Dallas, TX 75379-9900 (214) 497-5000

Consumer and Public Relations Department Lever Brothers Company 390 Park Avenue New York, NY 10022-4698 1 (800) 598-1223 (toll free)

Consumer Affairs Levi Strauss & Co. 1155 Battery Street San Francisco, CA 94111 1 (800) USA-LEVI (toll free)

Ms. Eleanor Eckardt Vice President, Consumer Relations Levitz Furniture Corporation 6111 Broken Sound Parkway, N.W. Boca Raton, FL 33487-2799 1 (800) 631-4601 (toll free)

Customer Service Levolor Corporation 7614 Business Park Drive Greensboro, NC 27409 1 (800) LEVOLOR (toll free)

Mr. Edward T. Frackiewicz Manager of Consumer Affairs Liberty Mutual Insurance Group 175 Berkeley Street Boston, MA 02117 (617) 357-9500 1 (800) 225-2390, ext. 41015 (toll free-Presidential Service Team) Customer Service Life Fitness 10601 West Belmont Franklin Park, IL 60131 1 (800) 351-3737 (toll free)

Customer Service Lillian Vernon Corporation 2600 International Parkway Virginia Beach, VA 23452 (804) 430-1500

Consumer Communications Eli Lilly & Company Lilly Corporate Center Indianapolis, IN 46285 (317) 276-8588 (For medical information, contact your physician.)

Mr. Alfred Dietzel Vice President Financial and Public Relations The Limited, Inc. Two Limited Parkway P.O. Box 16000 Columbus, OH 43216 (614) 479-7000

Mr. John Piscopink Manager Customer Service Center Little Caeser Enterprises 2211 Woodward Avenue Detroit, MI 48201 1 (800) 7-CAESAR

Lone Star Brewing Company see G. Heileman Brewing Company

Long John Silver's 101 Jerrico Drive P.O. Box 11988 Lexington, KY 40579 (606) 263-6000

L'Oreal see Cosmair, Inc.

Mr. David Hicks Customer Relations Manager Lorillard Tobacco Company 2525 East Market Street P.O. Box 21688 Greensboro, NC 27420-1688 (919) 373-6669

Communications Department Los Angeles Times Times Mirror Square Los Angeles, CA 90053 (213) 237-5000

Ms. Judith Decker Communications Manager Lucky Stores, Inc. P.O. Box BB Dublin, CA 94568 (415) 833-6000

Customer Services MAACO Enterprises, Inc. 381 Brooks Road King of Prussia, PA 19406 1 (800) 523-1180 (toll free outside PA)

Corporate Communications and Public Affairs MCA Inc. 100 Universal City Plaza Universal City, CA 91608-1085 (818) 777-3591

Mr. John Gerdelman Senior Vice President Consumer Service MCI Consumer Markets 1200 South Hayes Street, 12th Floor Arlington, VA 22202 (703) 415-3195

Consumer Affairs Department M&M/Mars, Inc. High Street Hacketstown, NJ 07840 (201) 852-1000

MTV Networks see Viacom International Inc.

Vice President Customer Service R.H. Macy & Company, Inc. 151 West 34th Street New York, NY 10001 (212) 695-4400

Magic Chef see Maycor

Magnavox see Phillips Consumer Electronics

I. Magnin 135 Stockton Street San Francisco, CA 94180 (415) 362-2100

Consumer Services Manager Mannington Resillient Floors, Inc. P.O. Box 30 Salem, NJ 08079 (609) 935-3000 1 (800) 356-6787 (toll free)

Professional Services Office Manor Care Corporation 10770 Columbia Pike Silver Spring, MD 20901 (301) 681-9400 1 (800) 833-7696 (toll free outside MD)

Ms. Marie DeAngelo Assistant Vice President Manufacturers Hanover Trust Company 270 Park Avenue New York, NY 10017 (212) 270-7370

Manville Corporation/Schuller International, Inc. P.O. Box 5108 Denver, CO 80217-5108 (303) 978-2000 1 (800) 654-3103 (toll free--product information)

Corporate Customer Relations Marine Midland Bank, N.A. One Marine Midland Center Buffalo, NY 14203 (716) 841-2424

Customer Information Center Marion Merrell Dow Inc. P.O. Box 8480 Kansas City, MO 64114-0480 (800) 552-3656

Consumer Affairs Marriott Corporation One Marriott Drive Attn: Department 921.60 Washington, DC 20058 (301) 380-7600

Ms. Karen Filler, CLU Director of Customer Relations Massachusetts Mutual Life Insurance Company 1295 State Street Springfield, MA 01111 (413) 788-8411 1 (800) 828-4902 (toll free)

MasterCard International (contact issuing bank) 1 (800) 826-2181 (toll free-lost or stolen cards or questions about the MasterCard system)

Mr. Anthony Lopes, President Matsushita Services Company 50 Meadowlands Parkway Secaucus, NJ 07094 (201) 348-7000

Ms. Tammy Longworth Director, Consumer Affairs Mattel Toys, Inc. 333 Continental Boulevard El Segundo, CA 90245-5012 (213) 524-2000 1 (800) 524-TOYS

Max Factor see Procter & Gamble Company

Consumer Affairs Maxicare Health Plans, Inc. 1149 South Broadway Los Angeles, CA 90015 (213) 742-0900

Maxwell House see General Foods

Mr. James F. Harner, Senior Vice President Customer Service and Operations May Department Stores Co. 611 Olive Street St. Louis, MO 63101 (314) 342-4336

Mrs. Lori L. Wren Manager, Consumer Relations Maybelline Inc. P.O. Box 372 Memphis, TN 38101-0372 (901) 320-2166

Maycor Appliance Parts and Service Company 240 Edwards Street, S.E. Cleveland, TN 37311 (615) 472-3333

Customer Service Department Mayflower Transit, Inc. P.O. Box 107 Indianapolis, IN 46206 (317) 875-1000 1 (800) 428-1200 (toll free)

Maytag see Maycor

Ms. Mary Randisi, Director Consumer Affairs McCormick & Company, Inc. 211 Schilling Circle Hunt Valley, MD 21031 (301) 527-6273 1 (800) 632-5847 (toll free)

McCrory Stores, Inc. 2955 East Market Street York, PA 17402 (717) 757-8181

Ms. Beth Petersohn Manager, Customer Satisfaction Department McDonald's Corporation Kroc Drive Oak Brook, IL 60521 (708) 575-6198

Ms. Mary Jo Oller Customer Service Manager McGraw-Hill, Inc. Blue Ridge Summit, PA 17294 (717) 794-5461 1 (800) 262-4729 (toll free)

Consumer Services McKee Foods Corporation P.O. Box 750 Collegedale, TN 37315 1 (800) 522-4499

Vice President Manufacturing/TSO McKesson Water Products Company 3280 E. Foothill Blvd. #400 Pasadena, CA 91107 (818) 585-1192

Consumer Affairs McNeil Consumer Products Company Johnson & Johnson Camp Hill Road Fort Washington, PA 19034 (215) 233-7000

Ms. Patricia Royer Vice President, Consumer Affairs Medco Containment Services, Inc. 100 Summit Avenue Montvale, NJ 07645 (201) 358-5530 (201) 358-5793 (FAX)

Mr. Marshall Morton Senior Vice President Media General, Inc. 333 East Grace Street Richmond, VA 23219 (804) 649-6000

Ms. Nancy Little Customer Service Representative Meineke Discount Muffler 128 South Tryon Street, Suite 900 Charlotte, NC 28202 (704) 377-3070

Customer Relations Department Melitta USA, Inc. 1401 Berlin Road Cherry Hill, NJ 08003 (609) 428-7202 1 (800) 451-1694 (toll free)

Mr. D. Bruce Wheeler Executive Vice President Retail Bank Mellon Bank Corporation One Mellon Bank Center, Room 5135 Pittsburgh, PA 15258-0001 (412) 234-8552

Consumer Affairs Melville Corporation 1 Theall Road Rye, NY 10580 (914) 925-4000

Consumer Relations Mem Company, Inc. Union Street Northvale, NJ 07647 (201) 767-0100

Ms. Jan M. Guiffaro Associate Director, Consumer Affairs Mennen Company 300 Park Avenue New York, NY 10022 1 (800) 228-7408

Lynn Szabo Director of Consumer Affairs Mentholatum Company, Inc. 1360 Niagara Street Buffalo, NY 14213 (716) 882-7660

Mercruiser Service Department 3003 North Perkins Road Stillwater, OK 74075 (405) 377-1200

Mercury, Mariner, and Force Outboards Service Department P.O. Box 1939 Fond Du Lac, WI 54936-1939 (414) 929-5000

Ms. M. J. Mosiniak, Manager Customer Support Merillat Industries 5353 West U.S. 223 Adrian, MI 49221 (517) 263-0771

Customer Service Department Merrill Lynch Pierce Fenner & Smith 265 Davidson Avenue, 4th Floor Somerset, NJ 08873 (908) 563-8777

Ms. Colleen Dahle-Hong Consumer Affairs Analyst Mervyn's 25001 Industrial Boulevard Hayward, CA 94545 (415) 786-8337

Office of the President Metromedia Steakhouses Company, L.P. P.O. Box 578 Dayton, OH 45401-0578 (513) 454-2400

Mr. Bruce C. Hemer Director, Consumer Affairs Metropolitan Life Insurance Company One Madison Avenue Area 1-Z New York, NY 10010-3690 (212) 578-2544

Consumer Relations Department Michelin Tire Corporation One Parkway South Greenville, SC 29615 1 (800) 847-3435

Mr. Leonard Singer Director, Consumer Relations Michigan Bell Telephone Co. 1365 Cass Avenue, Room 1800 Detroit, MI 48226 (313) 223-7224 1 (800) 482-3141 (toll free TDD)

Mr. James Gaston Customer Service Manager/Director Michigan Bulb Company 1950 Waldorf, N.W. Grand Rapids, MI 49550 (616) 771-9500

Mr. Charles E. Ayers, Manager Consumer Relations Midas International Corporation 225 North Michigan Avenue Chicago, IL 60601 1 (800) 621-8545

Mid-Michigan Surgical Supply 360 Capitol Avenue, N.E. Battlecreek, MI 49017 (616) 962-9541 1 (800) 445-5820

Customer Service Miles Kimball 41 West 8 Oshkosh, WI 54906 (Written inquiries only)

Ms. Debra K. Wood Consumer Service Coordinator Milton Bradley Company 443 Shaker Road East Long Meadow, MA 01028 (413) 525-6411

Mr. Charles Hoppe, National Manager Consumer Service Minolta Corporation 100 Williams Drive Ramsey, NJ 07446 (201) 825-4000

Technical Services Minwax, Inc. 15 Mercedes Drive Montvale, NJ 07645 1 (800) 888-0192

Miracle Gro Products, Inc. P.O. Box 800 Port Washington, NY 11050 (516) 883-6550

Consumer Relations Mitsubishi Electronics America, Inc. 5665 Plaza Drive P.O. Box 6007 Cypress, CA 90630-0007 (714) 220-1464

Mr. C. Mouzakitis, Manager Quality and Customer Support Mobil Oil Corporation 3225 Gallows Road Fairfax, VA 22037 (703) 849-3994

Mr. Al Kedora Customer Services Manager Mobil Oil Credit Corporation 11300 Corporate Avenue Lenexa, KS 66219-1385 (913) 752-7000

Customer Service Crystal Brand Jewelry Group Monet, Trifari and Marvella Jewelry Number Two Lonsdale Avenue Pawtucket, RI 02860 (401) 728-9800

Mr. Dan R. Bishop, Director Corporate Communications Monsanto Company 800 North Lindbergh Boulevard St. Louis, MO 63167 (314) 694-2883

Ms. Carol Kelch Customer Relations Manager Montgomery Ward One Montgomery Ward Plaza, 9-S Chicago, IL 60671 (312) 467-2000

Mr. Mark T. Beaudouin, Esq. Sr. Vice President and General Counsel Morse Shoe Company A Subsidiary of J. Baker, Inc. 555 Turnpike Street Canton, MA 02021 (617) 828-9300

Consumer Affairs Morton International Morton Salt Division 100 North Riverside Plaza Chicago, IL 60606 (312) 807-2694

Director of Marketing Motorola, Inc. 1303 East Algonquin Road Schaumburg, IL 60196 (708) 576-5000

Mr. George Smedley Plant Manager Murphy-Phoenix Co. 31900 Solon Road P.O. Box 39670 Solon, OH 44139 (216) 248-2411

Mutual Life Insurance Company of New York (MONY) Glenpoint Center West 500 Frank W. Burr Boulevard Teaneck, NJ 07666 (201) 907-6669

Mr. Anthony Monderine Manager, Customer Relations Mutual of Omaha Insurance Co. Mutual of Omaha Plaza Omaha, NE 68175 (402) 342-7600

Audience Services NBC 30 Rockefeller Plaza New York, NY 10112 (212) 664-2333

Ms. Linda Middleton Customer Service Manager NEC Technologies Inc. 1255 Michael Drive Wood Dale, IL 60191-1094 (708) 860-9500, ext. 4440

Ms. Sandra Lowe, Manager Consumer Information Services Nabisco Foods Group 100 DeForest Ave. East Hanover, NJ 07936 (201) 503-2617 1 (800) NABISCO (toll free)

Mr. William Towey Senior Vice President National Amusements Inc. 200 Elm Street Dedham, MA 02026 (617) 461-1600

Ms. Mary McElroy-Mullvain Manager, Consumer Affairs National Car Rental System, Inc. 7700 France Avenue South Minneapolis, MN 55435 (612) 830-2033 1 (800) 367-6767 (toll free)

National Education Corporation 1732 Reynolds Street Irvine, CA 92714 (714) 261-7606

Mr. Bill Campbell, Vice President National Media Corporation 1700 Walnut Street Philadelphia, PA 19103 (215) 772-5000

Mr. James Jensen, Controller National Presto Industries, Inc. 3925 North Hastings Way Eau Claire, WI 54703-3703 (715) 839-2121

Mr. Glenn W. Soden Customer Relations Officer Nationwide Insurance Companies One Nationwide Plaza,1-22-01 Columbus, OH 43215-2220 (614) 249-6985 1 (800) 622-2421 (toll free TDD)

Customer Relations Neighborhood Periodical Club, Inc. One Crowne Point Court, #130 Cincinnati, OH 45241 (513) 771-9400

Customer Service Department Neiman-Marcus P.O. Box 64780 Dallas, TX 75206 (214) 741-6911 1 (800) 442-2274 (toll free in TX) 1 (800) 527-1767 (toll free outside TX)

Ms. Joyce Wolfe Director, Office of Consumer Affairs Nestle USA 800 North Brand Boulevard Glendale, CA 91203 (818) 549-6579

Ms. Alene Lain Consumer Affairs Neutrogena Corporation 5760 West 96th Street Los Angeles, CA 90045 (310) 642-1150 1 (800) 421-6857 (toll free outside CA)

External Affairs Nevada Bell 645 East Plumb Lane Reno, NV 89520 (702) 789-6000

Mr. Edward C. Hall Executive Vice President The New England 501 Boylston Street Boston, MA 02116 (617) 578-2000

Mr. George Ittner Chairman, CEO New Hampton, Inc. 5000 City Line Road Hampton, VA 23661 (804) 827-7010

Customer Service Newport News (formerly AVON Fashions) 5000 City Line Road Hampton, VA 23661 (804) 825-4250

Customer Service News America Publishing, Inc. Four Radnor Corporate Center Radnor, PA 19088 (215) 293-8500 1 (800) 625-7300 (toll free)

Customer Service Representative Newsweek, Inc. P.O. Box 403 Livingston, NJ 07039 (212) 316-2000 1 (800) 631-1040 (toll free-subscriber service only)

New Woman Magazine see K-III

Ms. Barbara Fagnano Assistant Vice President New York Life Insurance Company 51 Madison Avenue New York, NY 10010 (212) 576-5081 (collect calls accepted)

New York Magazine see K-III

Mr. Robert P. Smith, Manager Advertising Acceptability Department New York Times Company 229 West 43rd Street New York, NY 10036 (212) 556-7171

Customer Service Nexxus Products P.O. Box 1274 Santa Barbara, CA 93116-9976 (805) 968-6900

Ms. Nancy L. Testani Manager, Outreach and Education Niagara Mohawk Power Corporation 300 Erie Boulevard West Syracuse, NY 13202 (315) 474-1511

Consumer Services Nike, Inc. Nike/World Campus 1 Bowerman Drive Beaverton, OR 97005 (503) 671-6453 1 (800) 344-6453 (toll free outside OR)

Consumer Services Nintendo of America Inc. 4820 150th Avenue NE Redmond, WA 98052 1 (800) 255-3700 (toll free)

Department of Consumer Relations Norelco Consumer Products Company High Ridge Park P.O. Box 10166 Stamford, CT 06904 1 (800) 243-7884

Norge see Maycor

Ms. Roslyn DeTasquale Marketing Servicing Manager North American Watch Corporation 650 Fifth Avenue New York, NY 10019 (201) 460-4800

Customer Relations Northwest Airlines C5270 5101 Northwest Drive St. Paul, MN 55111-3034 (612) 726-2046 1 (800) 328-2298 (toll free TDD-reservations)

Mr. Thomas W. Towers Associate Director, Public Relations Northwestern Mutual Life Insurance Company 720 East Wisconsin Avenue Milwaukee, WI 53202 (414) 271-1444

Ms. Patricia J. Green, Manager Customer Service Norwegian Cruise Line 95 Merrick Way Miami, FL 33134 (305) 460-2796

Mr. Chuck Wetzel Director of Consumer Relations Nu Tone, Inc. Madison and Red Bank Roads Cincinnati, OH 45227 (513) 527-5100 1 (800) 582-2030 (toll free in OH) 1 (800) 543-8687 (toll free outside OH)

The NutraSweet Company 1751 Lake Cook Road Deerfield, IL 60015 1 (800) 321-7254 (toll free-NutraSweet) 1 (800) 323-5316 (toll free-Equal)

Nutri/System Inc. 410 Horsham Road Horsham, PA 10944 (215) 445-5300

President's Help Line Nynex/New York Telephone 1095 Avenue of the Americas New York, NY 10036 1 (800) 722-2300 (toll free in NY) 1 (800) 342-4181 (toll free TDD in NY)

Mrs. Linda Compton Manager, Consumer Affairs Ocean Spray Cranberries Inc. One Ocean Spray Drive Lakeville/Middleboro, MA 02349 (508) 946-7407

Ms. Gail Holmes, Director Community Relations Ohio Bell Telephone Company 45 ErieView, Room 852 Cleveland, OH 44114 (216) 822-2124

O'Keefe & Merit Appliances see The Frigidaire Company

Ms. Chris Hauck Director, Customer Service Olan Mills, Inc. 4325 Amnicola Highway P.O. Box 23456 Chattanooga TN 37422-3456 (615) 622-5141 1 (800) 251-6323 (toll free)

Ms. Barbara Abe Manager, Customer Support Olympus America 145 Crossways Park Woodbury, NY 11797 (516) 364-3000

Ms. Bridget Burke Consumer Relations Supervisor Oneida, Ltd. Kenwood Station Oneida, NY 13421 (315) 361-3000 1 (800) 877-6667 (toll free)

Ordnance Consultant see The Bohannon Group

Origins Natural Resources, Inc. see Estee Lauder

Orkin see Rollins, Inc.

Mr. Brodrick William Hill Manager, Consumer Services Ortho Consumer Products Chevron Chemical Company P.O. Box 5047 San Ramon, CA 94583-0947 (415) 842-5539

OSCO Drugs see American Stores Company

Mr. Henry Hegel, Director Corporate Service Outboard Marine Corporation 100 Sea Horse Drive Waukegan, IL 60085 (708) 689-6200

Owens Corning World Headquarters Fiberglas Tower Toledo, OH 43659-0001 (419) 248-8000

Customer Appeals Group Pacific Bell 140 New Montgomery Street San Francisco, CA 94105 (415) 542-5004 1 (800) 697-6500 (toll free)

Public Affairs Pacific Enterprises 555 W. 5th Street Los Angeles, CA 90013 (213) 244-1200

Pacific Telesis Group see Pacific Bell

Ms. Gail T. P. Wickes Senior Vice President Client Relations PaineWebber Inc. 1000 Harbor Boulevard, 8th Floor Weehawken, NJ 07087 (201) 902-4936 1 (800) 354-9103

Panasonic see Matsushita Services Company

Mr. Rick Bates Vice President Customer Operations Paramount Publishing 200 Old Tappan Road Old Tappan, NJ 07675 (201) 767-5000

Parke-Davis see Warner-Lambert Company

Peidmont Airlines see USAir

Mr. Ed Engelbercht, Manager Customer Service Pella Corporation 102 Main Street Pella, IA 50219 (515) 628-1000

Ms. Pamela Lumpkin Consumer Relations Manager J.C. Penney Company, Inc. P.O. Box 10001 Dallas, TX 75301-8222 (214) 431-8500

Mr. T. M. Maddox National Technical Service Manager Pennzoil Products Company P.O. Box 2967 Houston, TX 77252-2967 (713) 546-8783 (collect calls accepted)

Peoples Drug Stores, Inc. see CVS

Mrs. Ellie Eng Manager, Consumer Affairs Pepperidge Farm, Inc. 595 Westport Avenue Norwalk, CT 06851 (203) 846-7276

Ms. Christine Jones Manager, Public Affairs Pepsi-Cola Company 1 Pepsi Way Somers, NY 10589-2201 (914) 767-6000

Ms. Lisa Nowak Manager of Consumer Relations Perdue Farms P.O. Box 1537 Salisbury, MD 21802 (410) 543-3000 1 (800) 442-2034 (toll free outside MD)

Ms. Sandy Gordon Marketing Division The Perrier Group 777 West Putnam Avenue Greenwich, CT 06830 (203) 531-4100

Mr. Mark E. Wooley Manager, Consumer Affairs Pet Incorporated P.O. Box 66719 St. Louis, MO 63166-6719 (314) 622-6695

Marketing Department Pfizer Inc. 235 East 42nd Street New York, NY 10017 (212) 573-2323

Philco see Philips Consumer Electronics

Ms. Susan A. Strausser, Administrator Consumer Affairs Philip Morris Companies Incorporated 120 Park Avenue New York, NY 10017 (212) 880-3366

Department of Consumer Affairs Philips Consumer Electronics P.O. Box 555 Jefferson City, TN 37760 (615) 475-8869

Ms. Toni J. Honkisz Corporate Quality Administrator Philips Lighting Company 200 Franklin Square Drive P.O. Box 6800 Somerset, NJ O8875-6800 (908) 563-3081

Public Relations Phillips Petroleum Company 16 Phillips Building Bartlesville, OK 74004 (918) 661-1215

Piaget see North American Watch Corporatlon

Pillsbury Company Consumer Response P.O. Box 550 Minneapolis, MN 55440 1 (800) 767-4466 (toll free)

Mr. Al Segal, Division Manager Customer Service Pioneer Electronics Service, Inc. P.O. Box 1760 Long Beach, CA 90810 1 (800) 421-1404 (toll free)

Ms. Bonnie Fisher Supervisor, Consumer Affairs Playskool Consumer Affairs Dept. P.O. Box 200 Pawtucket, RI 02862-0200 1 (800) 752-9755

Ms. Theresa B. Thomas Manager, Consumer Affairs Playtex Apparel, Inc. P.O. Box 631 MS 1526 Dover, DE 19903-0631 (302) 674-6000 1 (800) 537-9955 (toll free)

Playtex Family Products Corp. 215 College Rd. P.O. Box 728 Paramus, NJ 07652 1 (800) 624-0825 (toll free in NJ) 1 (800) 222-0453 (toll free outside NJ)

Customer Service Department Polaroid Corporation 784 Memorial Drive Cambridge, MA 02139 (617) 577-2000 (collect calls accepted within MA) 1 (800) 343-5000 (toll free outside MA)

Mr. Richard Lugo Consumer Relations Manager Polo/Ralph Lauren Corporation 4100 Beechwood Drive Greensboro, NC 27410 1 (800) 775-7656 (toll free)

Ponderosa see Metromedia Steakhouses Company, L.P.

Popeye's see America's Favorite Chicken

Premiere Magazine see K-III

Prescriptives, Inc. see Estee Lauder

Princess Marcella see Halston Borghese, Inc.

Princeton Pharmaceutical Products see Bristol-Myers Squibb Pharmaceutical Group

Ms. Kathleen Fitzsimmons Braun Manager, Consumer Services Cosmetic and Fragrance Division Procter & Gamble Company 11050 York Road Hunt Valley, MD 21030-2098 (410) 785-4411 1 (800) 426-8374 (toll free)

Ms. Patti Shively Associate Director, Consumer Relations Procter & Gamble Company P.O. Box 599 Cincinnati, OH 45201-0599 (513) 945-8787 (toll free numbers appear on all Procter & Gamble product labels) Progresso see Pet Incorporated

Mr. Joe Kenney, Jr. Counsel and Secretary Provident Mutual Life Insurance 1600 Market Street P.O. Box 7378 Philadelphia, PA 19101 (215) 636-5000

Prudential Insurance Company of America Executive Offices Prudential Plaza, 24th Floor Newark, NJ 07101 (201) 802-6000

Prudential Property & Casualty Company 23 Main Street P.O. Box 419 Holmdel, NJ 07733 (908) 946-6000

Client Relations Prudential Securities Inc. 100 Gold Street New York, NY 10292 (212) 776-2795

Ms. Patricia Kaufman Director, Customer Operations Publishers Clearing House 382 Channel Drive Port Washington, NY 11050 (516) 883-5432 1 (800) 645-9242 (toll free) 1 (800) 248-8670 (toll free TDD)

Ms. Mary Ann Jones Director of Customer Relations Publix Super Markets 1936 George Jenkins Boulevard P.O. Box 407 Lakeland, FL 33802 (813) 688-1188

QVC Network Goshen Corporate Park 1365 Enterprise Drive West Chester, PA 19380 (215) 430-1000

Ms. Beverly Kloehn Director of Consumer Response Quaker Oats Company P.O. Box 049003 Chicago, IL 60604-9003 (312) 222-7843

Mr. Benton H. Faulkner Manager, Public Relations Quaker State Corporation P.O. Box 989 Oil City, PA 16301 (814) 676-7676

Quasar see Matsushita Services Company

Radio Shack see Tandy Corporation

Ms. Doris Hewkin, Director Office of Consumer Affairs Ralston Purina Company Checkerboard Square St. Louis, MO 63164 (314) 982-4566 1 (800) 345-5678 (toll free)

Ms. Susan Revello Director, Corporate Communications Ramada International Hotels and Resorts 2655 Lejeune Road, Suite 400 Coral Gables, FL 33134 (305) 460-1900 a c

Mrs. Patricia Rosafort Supervisor, Customer Services Readers Digest Association, Inc. Pleasantville, NY 10570-7000 1 (800) 431-1246 (toll free) 1 (800) 735-4327 (toll free TDD)

Consumer Affairs Department Reckitt & Colman, Inc. P.O. Box 945 Wayne, NJ 07474-0945 (201) 305-4600

Orville Redenbacher see Hunt-Wesson, Inc.

Consumer Relations Reebok International, Ltd. 100 Technology Center Drive Stoughton, MA 02072 1 (800) 843-4444 (toll free)

Mr. Richard Jones Customer Service Manager The Regina Company P.O. Box 638 Long Beach, MS 39560 1 (800) 847-8336 (toll free)

Ms. Cass Carroll Director of Consumer Relations Reliance Insurance Company Four Penn Center Plaza Philadelphia, PA 19103 (215) 864-4445 1 (800) 441-1652 (toll free)

Mr. Mitch Maples, Manager Consumer Affairs Remco America, Inc. 10333 Richmond Ave., Suite 300 Houston, TX 77042 (713) 977-2288

Remington Arms see DuPont Co.

Customer Relations Department Remington Products Company 60 Main Street Bridgeport, CT 06004 (203) 367-4400

Ms. Linda H. Porter Director Revlon Consumer Information Center P.O. Box 6113 Oxford, NC 27565 (919) 603-2828

Ms. Carol Owen, Director Consumer Services Reynolds Metals Company 6603 West Broad Street Richmond, VA 23230 (804) 281-4073 (collect calls accepted)

Rhône-Poulenc Rorer Pharmaceuticals Inc. Consumer Affairs 500 Arcola Road Collegeville, PA 19426-0107 1 (800) 548-3708 (toll free, 8:30 a.m.-4:30 p.m., EST)

Richardson-Vicks, Inc. see Procter & Gamble Company

Mr. Marc Seim Manager, Consumer Affairs A.H. Robins Company, Inc. 1405 Cummings Drive Richmond, VA 23261-6609 (804) 257-2000

Rockport 220 Donald Lynch Blvd. Marlboro, MA 01752 1 (800) 343-9255

Mrs. Jeanne Dorney Customer Satisfaction Call Center Manager Rodale Press, Inc. 33 East Minor Street Emmaus, PA 18049 1 (800) 848-4735 (toll free)

Mr. Michael Baviello Service Manager Rolex Watch U.S.A. Inc. 665 Fifth Avenue New York, NY 10022 (212) 758-7700

Mr. Lawrence Beverley, Jr., Manager Customer Service Rollins, Inc. 2170 Piedmont Road, N.E. Atlanta, GA 30324 (404) 888-2151

Ms. Joanne Taddeo, Manager Customer Relations Ross Laboratories 625 Cleveland Avenue Columbus, OH 43215 (614) 624-7900

Mr. Paul W. Carter, Director Franchise Administration Roto-Rooter Corporation 300 Ashworth Road West Des Moines, IA 50265 (515) 223-1343

Roundup Lawn and Garden see Greensweep

Ms. Wynelle Sanders, Marketing Secretary Royal Oak Enterprises, Inc. 900 Ashwood Parkway, Suite 800 Atlanta, GA 30338 (404) 393-1430 1 (800) 241-3955 (toll free)

Ms. Deborah Poole Customer Service Manager Royal Silk 800-A 31st Street Union City, NJ 07087 1 (800) 962-6262 (toll free)

Mr. Johann Furlan, Director Passenger Services-Customer Relations Royal Viking Line 95 Merrick Way Coral Gables, FL 33134 1 (800) 422-8000

Ms. Ruth A. Chambers Supervisor, Consumer Services Rubbermaid, Inc. 1147 Akron Road Wooster, OH 44691-0800 (216) 264-6464

Rustler Jeans see Wrangler

Ms. Denise Kaiser Group Manager, Customer Service Ryder Truck Rental P.O. Box 020816 Miami, FL 33102-0816 1 (800) 327-7777 (toll free)

Administrative Assistant to the Vice President of Marketing The Ryland Group, Inc. 11000 Broken Land Parkway Columbia, MD 21044 (410) 715-7000

7 Eleven Food Stores see The Southland Corporation

SFS Corporation Customer Information Center 1 (800) 421-5013 (toll free)

Mr. Brian Dowling Public Affairs Department Manager Safeway Inc. Oakland, CA 94660 (510) 891-3267

Ms. Donna Lane Swaap Department Manager of Corporate Customer Service Saks & Companies NY 12 East 49th Street New York, NY 10022 (212) 940-5027 1 (800) 239-3089 (toll free)

Sandoz Company Sandoz Pharmaceuticals Corporation 59 Route 10 East Hanover, NJ 07936 (201) 503-7500

Sanyo Electric Inc. see SFS Corporation

Sara Lee Corporation Three First National Plaza 70 West Madison Street Chicago, IL 60602-4260 (312) 726-2600

Ms. Watson Brooks Manager, Consumer Relations Schering-Plough HealthCare Products, Inc. 3030 Jackson Avenue Memphis, TN 38151-0001 (901) 320-2998

Scholl see Schering-Plough HealthCare Products, Inc.

Consumer Relations Department Schwinn Bicycle Company 217 North Jefferson Street Chicago, IL 60661-1111 1 (800) 633-0231 (toll free)

Ms. Penny Sass, Manager Consumer Relations Scott Paper Company Scott Plaza Two Philadelphia, PA 19113 (215) 522-6760 1 (800) 835-7268 (toll free)

Scudder Investor Information Scudder Investor Services Inc. 160 Federal Street Boston, MA 02110 1 (800) 225-2470 (toll free)

Mr. Jerri Stuckey Ms. Alice Bauer Consumer Relations Joseph E. Seagram & Sons, Inc. 800 3rd Avenue New York, NY 10022 (212) 572-7335

Customer Service Representative Sealy Mattress Manufacturing Company 1228 Euclid Avenue, 10th Floor Cleveland, OH 44115 (216) 522-1310 (216) 522-1366 (TDD)

Mr. Ken Waldhof Customer Affairs Director Seamans Furniture Company, Inc. 300 Crossways Park Dr. Woodbury, NY 11797 (516) 682-1563 1 (800) 445-2503 (toll free)

Customer Service G.D. Searle and Company Pharmaceuticals P.O. Box 5110 Chicago, IL 60680 1 (800) 323-1603 (toll free)

Mr. Jerry Hauber National Customer Relations Manager Sears Merchandise Group 3333 Beverly Road - 731CR Hoffman Estates, IL 60179 (708) 286-5188

Coserv Seiko Corporation of America 27 McKee Drive Mahwah, NJ 07430 (201) 529-3311

President Select Restaurants, Inc. 30050 Chagrin Boulevard Cleveland, OH 44124 (216) 464-6606

Customer Service Serta, Inc. 2800 River Road Des Plaines, IL 60018 (708) 699-9300 1 (800) 426-0371 (toll free)

Seventeen Magazine see K-III

Seven-Up see Dr Pepper/Seven-Up Companies, Inc.

Mr. Vernon Brisson, General Manager Customer Relations Sharp Electronics Corporation Sharp Plaza P.O. Box 650 Mahwah, NJ 07430-2135 (201) 529-8200 1 (800) 526-0264 (toll free)

Customer Relations The Sharper Image 650 Davis Street San Francisco, CA 94111 1 (800) 344-5555 (toll free)

Mr. L.G. Adams, Manager Credit Card Marketing Programs Shell Oil Company Box 4650 Houston, TX 77252 1 (800) 248-4257 a

Product Information Department Sherwin-Williams Company, Paint Stores Group 101 Prospect Avenue, N.W. Cleveland, OH 44115-1075 (216) 566-2151

Shoppers Department Shoney's Inc. 1727 Elm Hill Pike Nashville, TN 37210 (615) 391-5201

Ms. Diane Weed Assistant to the President ShowBiz Pizza Time, Inc. 4441 W. Airport Freeway Irving, TX 75062 (214) 258-8507

Showtime Networks Inc. see Viacom International Inc.

Ms. Elaine Deaver, Vice President Consumer/Marketing Services Simmons Company One Concourse Parkway Suite 600 Atlanta, GA 30328 (404) 512-7700

Consumer Affairs Department Sewing Products Division Singer Sewing Company P.O. Box 1909 Edison, NJ 08818-1909 (908) 287-0707 1 (800) 877-7762

Mr. Robert A. Zappelli Vice President, Operations Support Sizzler International, Inc. 12655 West Jefferson Boulevard Los Angeles, CA 90066 (310) 827-2300

Skaggs Company see American Stores Company

Skoal Moist Smokeless Tobacco see UST

Consumer Services Department Slim•Fast Foods Company 919 Third Avenue New York, NY 10022-3898 1 (800) 862-4500 (toll free)

Law and Compliance Department Smith Barney, Harris Upham & Co., Inc. 333 West 34th Street New York, NY 10001 (212) 356-3999

Consumer/Public Affairs Department SmithKline Beecham Consumer Brands P.O. Box 1467 Pittsburgh, PA 15230-1467 (412) 928-1000 1 (800) 245-1040 (toll free)

Ms. Vickie Limbach Manager of Communications J.M. Smucker Company Strawberry Lane Orrville, OH 44667-0280 (216) 682-3000

Snapper Power Equipment McDonough, GA 30253

Soap Opera Digest Soap Opera Weekly see K-III

Solar Nutritionals see Thompson Medical Company

Mr. Paul Sonnabend, President Sonesta International Hotels Corporation 200 Clarendon Street Boston, MA 02116 (617) 421-5432

Mr. Charles Gill Manager, National Customer Relations Sony Corporation of America Sony Service Company One Sony Drive Park Ridge, NJ 07656 1 (800) 282-2848

South Central Bell see BellSouth Telecommunications

Southern Bell Corporation see BellSouth Telecommunications Ms. Janey Camacho-King Manager, Customer Relations The Southland Corporation P.O. Box 711 Dallas, TX 75221-0711 (214) 841-6585 1 (800) 255-0711 (toll free)

Mr. Jim Ruppel, Director Customer Relations Southwest Airlines Love Field P.O. Box 36611 Dallas, TX 75235-1611 (214) 904-4223 1 (800) 533-1305 (toll free TDD-reservations)

Executive Director Corporate Communications Southwestern Bell Corporation 1401 Eye Street Washington, D.C. 20006 (202) 293-8553

Ms. Shirley Brisbois Manager, Consumer Relations Spalding & Evenflo, Inc. 425 Meadow Street P.O. Box 901 Chicopee, MA 01021-0901 (413) 536-1200 1 (800) 225-6601 (toll free)

Mr. Paul Weiske Customer Service Manager Speed Queen Company P.O. Box 990 Ripon, WI 54971-0990 (414) 748-3121 (414) 748-4053 (TDD)

Supervisor Customer Service Department Spencer Gifts 6826 Black Horse Pike Pleasantville, NJ 08232 (609) 645-3300

Ms. Judith P. Luken Director of Customer Satisfaction Spiegel, Inc. P.O. Box 927 Oak Brook, IL 60522-0927 (708) 986-8800

Springs Industries Inc. Springmaid/Performance 787 7th Avenue New York, NY 10019 (212) 903-2100

Squibb see Bristol-Myers Squibb Pharmaceutical Group

Mr. Jack Gauthier, Marketing Manager Stanley Hardware Division Stanley Works 480 Myrtle Street New Britain, CT 06050 (203) 225-5111 1 (800) 622-4393 (toll free)

Mr. Jim Stahly Public Relations Director State Farm Mutual Automobile Insurance Company One State Farm Plaza Bloomington, IL 61710 (309) 766-2714

Consumer Affairs Sterling Health Division of Sterling Winthrop Inc. 90 Park Avenue New York, NY 10016-1389 1 (800) 331-4536 (toll free-Sterling Health, Glenbrook, Winthrop Consumer Products a

J.P. Stevens see WestPoint Pepperell

Consumer Relations Stokley USA, Inc. 1055 Corporate Center Drive P.O. Box 248 Oconomowoc, WI 53066-0248 (414) 569-1800 1 (800) 872-1110 (toll free)

Ms. Christine Filardo Director, Consumer Affairs Stop & Shop Supermarket Company Inc. P.O. Box 1942 Boston, MA 02103 (617) 770-8895

Ms. Frances D. Karpowicz, Manager Consumer Information Center Stouffer Foods Corporation 5750 Harper Road Solon, OH 44139-1880 (216) 248-3600

Mr. Matthew Cook Director, Customer Relations Strawbridge & Clothier 801 Market Street Philadelphia, PA 19107 (215) 629-6722

Ms. Kathy Hatfield Customer Service Specialist The Stroh Brewery Company 100 River Place Detroit, MI 48207-4291 (313) 446-2000

Consumer Affairs Sunbeam/Oster Household Products P.O. Box 247 Laurel, MS 39441-0247 (written inquiries only)

Ms. Donna Samelson Manager Consumer Relations Sun-Diamond Growers of California P.O. Box 1727 Stockton, CA 95201 (209) 467-6000

Subscriber Service Sunset Magazine P.O. Box 56656 Boulder, CO 80322 1 (800) 777-0117 (toll free)

Ms. Noreen MacConchie Manager, Customer Relations Supermarket General Corporation 301 Blair Road Woodbridge, NJ 07095 (908) 499-3500

Mr. Doug Williams, Customer Service Swatch Watch USA 1817 William Penn Way Lancaster, PA 17604 (717) 394-5288

The Swiss Colony Customer Service 1112 Seventh Avenue Monroe, WI 53566 (60~) 324-4000

Sylvania Television see Philips Consumer Electronics

Ms. Nancy Sperling, Supervisor Consumer Affairs 3M 3M Center, Building 225-5N-04 St. Paul, MN 55144-1000 (612) 733-1871

TJX Companies (T.J. Maxx) 770 Cochituate Road Framingham, MA 01701 (508) 390-1000 1 (800) 926-6299 (toll free)

National Consumer Assistance Center TRW Information Services P.O. Box 949 Allen, TX 75002-0949 (214) 235-1200

TV Guide see News America Publishing, Inc.

Customer Service Talbots 175 Beal Street Hingham, MA 02043 1 (800) 992-9010 (toll free) 1 (800) 624-9179 (toll free TDD)

Ms. Cindy Nothe Manager, Consumer Services TAMBRANDS, Inc. P.O. Box 271 Palmer, MA 01069 (413) 289-3450 1 (800) 523-0014 (toll free)

Ms. Lucille Frey, Director Customer Relations Tandy Corporation/Radio Shack 1400 One Tandy Center Fort Worth, TX 76102 (817) 390-3218

Tappan Appliance Company, Inc. see The Frigidaire Co.

Consumer Relations and Quality Assurance Target Stores 33 South 6th Street P.O. Box 1392 Minneapolis, MN 55440-1392 (612) 370-6056

Technics see Matsushita Services Company

Mr. Richard C. Keller Director, Consumer Affairs Teledyne Water Pik 1730 East Prospect Road Fort Collins, CO 80553-0001 (303) 484-1352 1 (800) 525-2774 (toll free)

Ms. Cathy Laffin, Director Customer Service Teleflora 12233 West Olympic, Suite 140 Los Angeles, CA 90064-0780 (310) 826-5253 1 (800) 421-2815 (toll free)

Public Affairs Tenneco, Inc. P.O. Box 2511 Houston, TX 77001-2511 (713) 757-2131

Consumer Affairs Department Tetley Inc. 100 Commerce Drive P.O. Box 856 Shelton, CT 06484-0856 (203) 929-9342 1 (800) 732-3027

Mr. W.D. Kistler Manager, Customer Relations Texaco Refining and Marketing P.O. Box 2000 Bellaire, TX 77401-2000 (713) 432-2235

Mr. Tom Shields, Consumer Products Texas Instruments Incorporated P.O. Box 53 Lubbock, TX 79408-0053 (806) 741-3303 1 (800) 842-2737 (toll free)

Customer Service Representative Thom McAn Shoe Co. 67 Millbrook Street Worcester, MA 01606-2804 (508) 791-3811

Thompson & Formby, Inc. 825 Crossover Lane, Suite 240 Memphis, TN 38117 1 (800) FORMBYS (toll free)

Consumer Services Department Thompson Medical Company, Inc. 222 Lakeview Avenue West Palm Beach, FL 33401-6112 (407) 820-9900 1 (800) 352-8466 (toll free)

Ms. Janice Meikle, Vice President Professional & Public Affairs Thrift Drug, Inc. 615 Alpha Drive Pittsburgh, PA 15238 (412) 963-6600 1 (800) 284-8212 (toll free)

Customer Service Time Inc. 1 North Dale Mabry Tampa, FL 33609 (813) 878-6100 1 (800) 541-1000 (toll free)

Time Warner Inc. 75 Rockefeller Plaza New York, NY 10019 (212) 484-8000

Ms. Letha Watkins Consumer Correspondent Timex Corporation P.O. Box 2740 Little Rock, AR 72203-2740 (501) 372-1111 1 (800) 367-9282 (toll free)

Ms. Barb Pendergast, Mr. Paul Hayles, Mr. Mike Benning, Mr. Dave Barsantee Golf Division National Consumer Relations Titleist 333 Bridge Street Fairhaven, MA 02719 1 (800) 225-8500 (toll free)

Ms. Bonnie Fisher Supervisor, Consumer Affairs Tonka Products P.O. Box 200 Pawtucket, RI 02861-0200 1 (800) 248-6652 (toll free)

Ms. Mary Elliott, Director Communications and Public Affairs The Toro Company 8111 Lyndale Avenue South Minneapolis, MN 55420 (612) 887-8900

Mr. John Newman Vice President of Service Mr. Dave Byrnes Administrative Manager of Service Toshiba America Consumer Products, Inc. Consumer Products Business Sector 1420 Toshiba Drive Lebanon, TN 37087 (615) 449-2360

Ms. Helen Baur Consumer Affairs Manager Totes, Incorporated 10078 East Kemper Road Loveland, OH 45140 (513) 583-2300 1 (800) 282-2025

Director, Consumer Complaints Tourneau, Inc. 488 Madison Avenue New York, NY 10022 (212) 758-3265 1 (800) 223-1288 (toll free outside NY)

Corporate Spokesperson Toys "R" Us 461 From Road Paramus, NJ 07652 (201) 599-7897

Mr. Bob Thomas, Manager Control Center Trak Auto 3300 75th Avenue Landover, MD 20785 (301) 731-1200

Trane/CAC, Inc. (903) 581-3200 (Residential) (608) 787-2000 (Commercial)

Trans Union Corporation Regional Consumer Relations Centers Fullerton, CA 1561 East Orangethorpe Fullerton, CA 92631

Wichita, KS 208 South Market Street Wichita, KS 67202

Springfield, PA 760 West Sproul Road Springfield, PA 19064

National Disclosure Center 25249 Country Club Boulevard North Olmstead, OH 44070

Ms. Joyce M. Coleman Staff Vice President-Customer Relations Trans World Airlines, Inc. 110 South Bedford Road Mt. Kisco, NY 10549 (914) 242-3000 1 (800) 421-8480 (toll free TDD--reservations)

Office Of Consumer Information The Travelers Companies One Tower Square Hartford, CT 06183-9079 1 (800) 243-0191 (toll free)

TruGreen Limited Partnership 855 Ridge Lake Boulevard Memphis, TN 38120 (901) 681-1800

True Value Hardware Stores see Cotter & Company

Customer Services Department Tupperware P.O. Box 2353 Orlando, FL 32802 (407) 847-3111 1 (800) 858-7221 (toll free)

Ms. Terri Tingle Vice President of Public Affairs Turner Entertainment Networks One CNN Center P.O. Box 105366 Atlanta, GA 30348-5366 (404) 827-1632

Ms. Patricia Arvídson Consumer Correspondence Representative Turtle Wax, Inc. 5655 West 73rd Street Chicago, IL 60638-6211 (708) 563-3600 1 (800) 323-9883 (toll free)

Ms. Judy Rowley Director, Customer Service Tyco Toys P.O. Box 490 Portland, OR 97207 (503) 644-1181 1 (800) 367-8926

Ms. Willie D. Barber Manager, Consumer Relations Tyson Foods P.O. Box 2020 Springdale, AR 72765-2020 (501) 290-4714 1 (800) 233-6332 (toll free)

Ms. Elaine De Shong, Vice President Marketing Customer Service U-Haul International 2727 North Central Avenue Phoenix, AZ 85004-1120 1 (800) 528-0463

Mr. Alan Kaiser, Director Corporate Communications UST 100 West Putnam Avenue Greenwich, CT 06830 (203) 661-1100

Union Fidelity Life Insurance Company see Aon Corporation

Mr. Stephen A. Colton Manager, Consumer Affairs Uniroyal Goodrich Tire Company 600 South Main Street Akron, OH 44397-0001 (216) 374-3796 1 (800) 521~9796 (toll free)

UNISYS Corporation P.O. Box 500 Blue Bell, PA 19424-0001 (215) 986-4011

Mr. Paul Tinebra Director of Customer Relations United Airlines P.O. Box 66100 Chicago, IL 60666 (312) 952-6168 1 (800) 323-0170 (toll free TDD--reservations)

Mr. Dick Porter National Consumer Relations Manager United Parcel Service of America, Incorporated 400 Perimeter Center Terraces North Atlanta, GA 30346 (404) 913-6000

United States Fidelity & Guarantee Company 100 Light Street Baltimore, MD 21203-1138 (301) 547-3000

Bette Malone _ Relocation Service United Van Lines, Inc. One United Drive Fenton, MO 63026 1 (800) 325-3870 (toll free)

Mr. Greg Vasquez Supervisor, Customer Service Unocal Corporation 17700 Castleton Street, Suite 500 City of Industry, CA 91748 (818) 854-7063 1 (800) 527-5476 (toll free)

The Upjohn Company Consumer Products Division (Over-the-Counter) Patient Information (Prescriptions) 7000 Portage Road Kalamazoo, MI 49001 1 (800) 253-8600 (toll free)

Mrs. Deborah Thompson Director, Consumer Affairs USAir P.O. Box 1501 Winston-Salem, NC 27102-1501 (919) 661-0061 (703) 892-7020

Consumer Services Representative U.S. Shoe Corporation One Eastwood Drive Cincinnati, OH 45227-1197 (513) 527-7000 1 (800) 284-9955 (toll free - Easy Spirit) 1 (800) 284-9949 (toll free - Selby, Cobbie and Joyce)

Mr. Jim Butler, Supervisor Executive Consumer Services U.S. Sprint 8001 Stemmons Freeway Dallas, TX 75247 (214) 688-5707 1 (800) 347-8988 (toll free)

U S WEST, Inc. Orchard Falls Building 7800 E. Orchard Rd. Englewood, CO 80111-2533 (303) 793-6500 1 (800) USW-HELP (toll free) 1 (800) 955-5833 (toll free TDD)

Consumer Relations Department Valvoline Oil Company 3499 Dabney Drive P.O. Box 14000 Lexington, KY 40512 (606) 264-7777

Van Heusen Company 1001 Frontier Road Bridgewater, NJ 08807 (908) 685-0050 1 (800) 777-1726

Ms. Carole Stewart, Advertising Director Vanity Fair 640 Fifth Avenue New York, NY 10019 (212) 582-6767 1 (800) 832-8662 (toll free)

Mr. George J. Kahl Vice President Marketing Van Munching and Co., Inc. 1270 Avenue of the Americas, 10th Floor New York, NY 10020 (212) 332-8500

Ms. Hilary E. Condit Vice President, Corporate Relations Viacom International Inc. 1515 Broadway, 28th Floor New York, NY 10036 (212) 258-6346

Mr. Peter Doane Vice President/Treasurer Vicorp Restaurants Inc. 400 West 48th Avenue Denver, CO 80216 (303) 296-2121

Customer Relations Visa USA, Inc. P.O. Box 8999 San Francisco, CA 94128-8999 (415) 570-2900 Cardholder should always call issuing bank first.

Consumer Affairs Vons Companies Inc. P.O. Box 3338 Los Angeles, CA 90051 (818) 821-7000

Customer Service Representative Wagner Spray Tech Corporation 1770 Fernbrook Lane Plymouth, MN 55447 (612) 553-7000 1 (800) 328-8251 (toll free)

Susan Powers Manager Customer Relations Walgreen Co. 200 Wilmot Road Mail Stop 440 Deerfield, IL 60015 (708) 940-2927 1 (800) 289-2273 (toll free)

Customer Relations Wal-Mart Stores, Inc. 702 S.W. Eighth Street Bentonville, AR 72716-0117 (501) 273-4000

Ms. Rebecca Pierce Consumer Affairs Manager Wamsutta Pacific 1285 Avenue of the Americas 34th Floor New York, NY 10019 (212) 903-2000 1 (800) 344-2142 (toll free)

Wang Express Wang Laboratories Inc. 1 Industrial Ave. Lowell, MA 01851 (508) 656-8000

Mr. Daniel Pruolx Manufacturing Vice President Warnaco Men's Apparel 10 Water Street Waterville, ME 04901 (207) 873-4241

Mr. Mitch Rosalsky, Director Consumer Affairs Division Warner-Lambert Company 201 Tabor Road Morris Plains, NJ 07950 (201) 540-2459 1 (800) 223-0182 (toll free) 1 (800) 524-2624 (toll free--Parke Davis Products/over-the-counter) 1 (800) 742-8377 (toll free--Schick Razor) 1 (800) 562-0266 (toll free--EPT) 1 (800) 223-0182 (toll free--Warner-Lambert products) 1 (800) 524-2854 (toll free--Trident) 1 (800) 343-7805 (toll free TDD)

Customer Service Weider Health and Fitness 21100 Erwin St. Woodland Hills, CA 91367 (818) 884-6800

Welch's see Dr Pepper/Seven-Up companies, Inc.

Ms. Karen Wegmann Executive Vice President Corporate Community Development Group Wells Fargo & Company 420 Montgomery Street MAC 0101-121 San Francisco, CA 94163 (415) 396-3832 (916) 322-1700 (TDD)

Ms. Susan Kosling Consumer Relations Manager Wendy's International, Inc. P.O Box 256 Dublin, OH 43017-0256 (614) 764-6800

Ms. Joanne Turchany Manager of Consumer Information West Bend Company 400 Washington Street West Bend, WI 53095 (414) 334-2311

Ms. Karen Walters Senior Operations Manager

Western Union Financial Services, Inc. 13022 Hollenberg Drive Bridgeton, MO 63044 (314) 291-8000 a

Ms. Jackie McWhorter Consumer Affairs Coordinator WestPoint Pepperell P.O. Box 609 West Point, GA 31833-0609 1 (800) 533-8229 (toll free)

Mr. Don Skinner, Director Customer Relations Department Whirlpool Corporation 2303 Pipestone Rd. Benton Harbor, MI 49022-2427 (616) 926-5000 1 (800) 253-1301 (toll free)

White Westinghouse Appliances see The Frigidaire Co.

Customer Service Williams-Sonoma 100 North Point Street San Francisco, CA 94133 (415) 421-7900

Mr. C.H. McKellar Executive Vice President Winn Dixie Stores Inc. Box B Jacksonville, FL 32203 (904) 783-5000

Mr. Steven R. Evenson Service Operations Manager Winnebago Industries P.O. Box 152 Forest City, IA 50436-0152 (515) 582-6939

Winthrop Consumer Products see Sterling Health

Corporate Communications Wisconsin Bell 722 North Broadway, 13th Floor Milwaukee, WI 53202-4396 (414) 678-0681 1 (800) 237-8576 (toll free) 1 (800) 242-9393 (toll free TDD in WI)

Wonder Bread see Continental Baking Company

Customer Service F.W. Woolworth Company 233 Broadway New York, NY 10279-0001 (212) 553-2000

Customer Service World Book Educational Products 101 Northwest Point Boulevard Elk Grove Village, IL 60007-1192 1 (800) 621-8202 (toll free)

Ms. Wanda Fitch Consumer Relations Wrangler P.O. Box 21488 Greensboro, NC 27420 (919) 373-3564, 5664

Ms. Barbara Zibell Consumer Affairs Administrator Wm. Wrigley Jr. Company 410 North Michigan Avenue Chicago, IL 60611 (312) 644-2121

Customer Relations Xerox Corporation 100 Clinton Avenue South Rochester, NY 14644 (716) 423-5480

Ms. Lindsey Foster, Manager Customer Relations Yamaha Motor Corporatlon 6555 Katella Avenue Cypress, CA 90630-5101 (714) 761-7439

Mrs. Lori L. Wren Manager, Consumer Relations The Yardley Limited Company P.O. Box 372 Memphis, TN 38101-0372 (901) 320-2166

Ms. Laura Moore, Manager Corporate Communications Zale Corporation 901 West Walnut Hill Lane Irving, TX 75038-1003 (214) 580-5104

Mr. Larry Liddle Director of Customer Assistance Zenith Data Systems 2150 East Lake Cook Road Buffalo Grove, IL 60089 (708) 808-4356

Vice President, Consumer Affairs Zenith Electronics Corporation 1000 Milwaukee Avenue Glenview, IL 60025-2493 (708) 391-8100 (voice only) 1 (800) 488-8129 (toll free TDD only)

National Consumer Organizations

These organizations define their missions as consumer assistance, protection and/or advocacy. The descriptions below are based on information they provided. The services they provide vary. Those that assist individuals with marketplace problems are specified clearly. Otherwise, these organizations do not assist consumers with individual complaints, although many are interested in hearing from consumers about problems, issues, trends, etc., in connection with their advocacy and consumer education activities. Most, though not all, develop and distribute consumer education and information materials; several are professional associations primarily or exclusively concerned with improving consumer protection or customer service; and many are engaged in advocacy of consumer interests before government, the courts and the news media. Where information or education materials are offered, there might be a charge; contact the organization to find out.

Alliance Against Fraud in Telemarketing (AAFT) c/o National Consumers League 815 15th Street, N.W., Suite 928-N Washington, DC 20005 (202) 639-8140 (202) 347-0646 (fax)

The alliance, coordinated by the National Consumers League, is an international coalition of public interest groups, trade associations, labor unions, businesses, law enforcement agencies, consumer reporters and consumer protection agencies. AAFT members promote cooperative educational efforts to alert potential victims to the threat of telemarketing fraud and steps consumers can take to protect themselves.

American Association of Retired Persons (AARP) Consumer Affairs Section 601 E Street, N.W. Washington, DC 20049 (202) 434-6030 (202) 434-6466 (fax) AARP's Consumer Affairs Section advocates on behalf of mid-life and older consumers, develops and distributes consumer information, and educates the private sector about the specific needs of older consumers. Programs and materials on housing, insurance, funeral practices, eligibility for public benefits, financial security and consumer protection issues are developed, with special focus on the needs and problems of older consumers.

American Council on Consumer Interests (ACCI) 240 Stanley Hall University of Missouri - Columbia Columbia, MO 65211 (314) 882-3817 (314) 884-4807 (fax)

Contact: Anita B. Metzen, Executive Director

Serving the professional needs of consumer educators, researchers and policymakers, ACCI publications and educational programs foster the production, synthesis and dissemination of information in the consumer interest.

American Council on Science and Health (ACSH) 1995 Broadway, 2nd Floor New York, NY 10023-5860 (212) 362-7044 (212) 362-4919 (fax)

A non-profit public education group, ACSH's goal is to provide up- to-date, sound information on the relationship between health and chemicals, foods, lifestyles and the environment. Booklets and special reports on a variety of topics are available, as is a quarterly magazine.

Bankcard Holders of America (BHA) Suite 120 560 Herndon Parkway Herndon, VA 22070 (703) 481-1110 (703) 481-6037 (fax)

A non-profit organization, BHA assists consumers in saving money on credit, getting out of debt and resolving credit problems. It offers lists of low-rate and secured credit cards, more than 20 guidebooks and educational brochures on credit topics, and a newsletter.

Call for Action 3400 Idaho Avenue, N.W. Suite 101 Washington, DC 20016 (202) 537-0585 (202) 244-4881 (fax)

Call for Action does assist consumers with marketplace problems. An international non-profit hotline, Call for Action is affiliated with radio and television stations and helps consumers and small businesses through mediation of marketplace disputes. A list of the affiliated radio and television stations is available by contacting the hotline.

Center for Auto Safety (CAS) 2001 S Street, N.W., Suite 410 Washington, DC 20009 (202) 328-7700

CAS does assist consumers with auto-related problems. CAS advocates on behalf of consumers in auto safety and quality, fuel efficiency, emissions and related issues. For advice on specific problems, CAS requests that consumers write, including a brief statement of the problem or question; year, make and model of the vehicle; and a stamped self-addressed envelope.

Center for Science in the Public Interest (CSPI) 1875 Connecticut Avenue, N.W., Suite 300 Washington, DC 20009 (202) 332-9110 (202) 265-4954 (fax)

A non-profit, membership organization, CSPI conducts research, education and advocacy on nutrition, health, food safety and related issues and publishes the monthly Nutrition Action Healthletter, as well as other consumer information materials. Citizen Action 1120 19th Street, N.W. Suite 630 Washington, DC 20036 (202) 775-1580 (202) 296-4054 (fax)

Citizen Action works on behalf of its 3 million members and 32 state organizations on health care reform, environment and energy issues.

COCO (Congress of Consumer Organizations) P.O. Box 158 Newton Center, MA 02150 (617) 552-8184

COCO publishes a monthly newsletter, the COCO INTERCOM, on a broad range of consumer issues.

Community Nutrition Institute (CNI) 2001 S Street, N.W., Suite 530 Washington, DC 20009 (202) 462-4700 (202) 462-5241 (fax)

An advocate for programs and services to enable consumers to enjoy a diet that is adequate, safe and healthy, CNI also works to increase citizen participation in the state and Federal policy and administrative processes to achieve these goals. CNI publishes Nutrition Week, a newsletter covering nutrition and food safety issues.

Congress Watch 215 Pennsylvania Avenue, S.E. Washington, DC 20003 (202) 546-4996 (202) 547-7392 (fax)

An arm of Public Citizen, Congress Watch works for consumer-related legislation, regulation and policies in such areas as trade and banking, health and safety, and campaign financing, and has publications available on the issues with which it deals.

Consumer Action (CA) 116 New Montgomery, Suite 233 San Francisco, CA 94105 (415) 777-9635 (consumer complaint hotline, 10 a.m. -3 p.m., PST) (415) 777-5267 (fax)

Consumer Action does assist consumers with marketplace problems. An education and advocacy organization specializing in banking and telecommunications issues, Consumer Action offers a consumer complaint hotline, free information on its surveys of banks and long-distance telephone companies, and consumer education materials in as many as eight languages.

Consumer Alert 2700 South Quincy Street Suite 210 Arlington, VA 22206 (703) 845-8802 (703) 845-8920 (fax)

Consumer Alert is a non-profit, membership organization whose mission is to inform the public about the consumer benefits of competitive enterprise, advancing competition as the best regulator of business. A bimonthly newsletter and other materials are available.

Consumer Federation of America (CFA) 1424 16th Street, N.W., Suite 604 Washington, DC 20036 (202) 387-6121 (202) 265-7989 (fax)

Made up of more than 240 organizations representing a membership exceeding 50 million consumers, CFA is a consumer advocacy and education organization. Issues on which it currently represents consumer interests before Congress and Federal regulatory agencies include telephone service, insurance and financial services, product safety, indoor air pollution, health care, product liability and utility rates. It develops and distributes studies of various consumer issues, as well as consumer guides in book and pamphlet form. In addition, CFA publishes several newsletters.

Consumers for World Trade (CWT) 2000 L Street, N.W., Suite 200 Washington, DC 20036 (202) 785-4835 (202) 416-1734 (fax)

A non-profit organization, CWT supports trade expansion and liberalization to promote economic growth and increase consumer choice and price competition in the marketplace. Various publications are available.

Consumers Union of U.S., Inc. (CU) 101 Truman Avenue Yonkers, NY 10703-1057 (914) 378-2000 (914) 378-2900 (fax)

A non-profit, independent organization, CU researches and tests consumer goods and services and disseminates the results in its monthly magazine, Consumer Reports, as well as other publications and media.

Council of Better Business Bureaus, Inc. (CBBB) 4200 Wilson Boulevard Arlington, VA 22203 (703) 276-0100

Sponsored by national companies, the Council of Better Business Bureaus provides coordination and leadership to the 166 Better Business Bureaus (BBBs) in the U.S. (see page XX for the listing), offers a national advertising review program, dispute resolution services, an advisory service that reports on national charities, consumer information services, and voluntary industry guidelines for advertising and selling products and services.

Families USA 1334 G Street, N.W., Suite 300 Washington, DC 20005 (202) 737-6340 (202) 347-2417 (fax)

A national, non-profit membership organization committed to comprehensive reform of health and long-term care, Families USA works to educate and mobilize consumers on health care issues. In addition to its two grassroots advocacy networks, a.s.a.p., a network of health and long-term care reform activists, and HealthLink USA, a nationwide health reform computer network for advocacy groups, Families USA develops and distributes reports and other materials on health and long-term care issues.

Health Research Group (HRG) 2000 P Street, NW Washington, DC 20036 (202) 833-3000

A division of Public Citizen, HRG works for protection against unsafe foods, drugs, medical devices and workplaces, and advocates for greater consumer control over personal health decisions. A monthly Health Letter and other publications are available.

National Association of Consumer Agency Administrators (NACAA) 1010 Vermont Avenue, N.W. Suite 514 Washington, DC 20005 (202) 347-7395 (202) 347-2563 (fax)

An association of the administrators of local, state and Federal government consumer protection agencies, NACAA provides training programs, public policy studies and conferences, professional publications and other member services.

National Association of Attorneys General (NAAG) Consumer Protection Committee 444 North Capitol Street, N.W. Washington, DC 20001 (202) 434-8000 (202) 434-8008 (fax)

Contact: Emmitt Carlton, Consumer Protection and Charities Counsel, (202) 434-8016

An association of state attorneys general and their staffs, NAAG's Consumer Protection Committee provides coordination and information exchange among the states and Federal regulatory agencies on consumer protection issues. The committee's current priority subjects include auto sales and repair; banking, housing and credit; charitable trusts and solicitations; consumer education; the elderly and consumer law; telecommunications; and telemarketing fraud.

National Association of State Utility Consumer Advocates (NASUCA) 1133 15th Street, N.W., Suite 575 Washington, DC 20005 (202) 727-3908 (202) 727-3911 (fax)

A national organization of 43 utility ratepayer advocate offices in 38 states and the District of Columbia, NASUCA members represent millions of consumers served by investor-owned gas, telephone, electric and water companies before state regulatory commissions, the courts, the Federal Energy Regulatory Commission and the Federal Communications Commission.

National Coalition for Consumer Education (NCCE) 434 Main Street, Suite 20l Chatham, NJ 07928 (201) 635-1916 (201) 635-9526 (fax)

The coalition brings together people and resources from government, business, education, consumer organizations and the media to educate consumers about such important issues as financial management, health and safety, and the environment. The coalition develops and provides educational materials and resources to consumer educators, but does not handle requests from individuals.

National Consumers League (NCL) 815 15th Street, N.W., Suite 928-N Washington, DC 20005 (202) 639-8140 (202) 737-2164 (fax)

Founded in 1899, NCL is America's pioneer consumer advocacy organization. The league is a non-profit, membership organization working for consumer health and safety protection and fairness in the marketplace and workplace. Current principal issue areas include consumer fraud, food and drug safety, fair labor standards, child labor, health care, the environment and telecommunications. The league develops and distributes consumer education materials and a newsletter.

National Foundation For Consumer Credit, Inc. (NFCC) 8611 2nd Avenue, Suite 100 Silver Spring, MD 20910 (301) 589-5600 1 (800) 388-2227 (toll free) (30l) 495-5623 (fax)

The foundation does advise consumers on credit problems. A non- profit membership organization, the foundation's goals are to educate and counsel consumers on credit issues and problems and promote the intelligent use of credit in individual and family financial planning. NFCC provides leadership for a growing number, currently more than 800, of non-profit community Consumer Credit Counseling Services in the U.S. and Canada.

National Fraud Information Center (NFIC) c/o National Consumers League 815 15th Street, N.W., Suite 928-N Washington, DC 20005 1 (800) 876-7060 (toll free-TDD available) (202) 347-0646 (fax)

NFIC does assist consumers with recognizing and filing complaints about fraud. A project of the National Consumers League, the center's toll-free hotline assists consumers with information to help them avoid becoming victims of fraud, referral to appropriate law enforcement agencies and professional associations, and assistance in filing complaints. The center also provides professionals involved in consumer fraud prevention and enforcement with telecommunications systems and data links to improve fraud regulation, prevention and law enforcement.

National Institute for Consumer Education (NICE) 207 Rackham Building College of Education Eastern Michigan University Ypsilanti, MI 48197 (313) 487-2292 (313) 487-7153 (fax)

A consumer education resource and professional development center for K-12 classroom teachers, business, government, labor and community educators, NICE conducts training programs, develops teaching guides and resource lists, and manages a national clearinghouse of consumer education materials, including videos, software programs, textbooks and curriculum guides.

National Insurance Consumer Organization (NICO) P.O. Box 15492 Alexandria, VA 22309 (703) 549-8050

A non-profit organization, NICO's mission includes educating the consumer on buying insurance, monitoring the insurance industry for consumer fraud and abuse, and advocating insurance consumers' rights. NICO develops and distributes consumer information on insurance.

Public Citizen, Inc. 2000 P Street, N.W. Washington, DC 20036 (202) 833-3000

A national, non-profit membership organization representing consumer interests through lobbying, litigation, research and publications, Public Citizen represents consumer interests in Congress, the courts, government agencies and the media. Primary current areas of interest include product liability, health care delivery, safe medical devices and medications, open and ethical government, and safe and sustainable energy use.

Public Voice for Food and Health Policy 1001 Connecticut Avenue, N.W. Suite 522 Washington, DC 20036 (202) 659-5930 (202) 659-3683 (fax)

A national research, education and advocacy organization, Public Voice works for food and agriculture policies and practices that improve the safety, health and affordability of the food supply and protect the environment. Public Voice develops and distributes consumer information materials on pesticide reduction, nutrition labeling and seafood safety.

Society of Consumer Affairs Professionals in Business (SOCAP) 801 North Fairfax Street, Suite 404 Alexandria, VA 22314 (703) 519-3700 (703) 549-4886 (fax)

An international professional organization, SOCAP provides training, conferences and publications to encourage and maintain the integrity of business in transactions with consumers; to encourage and promote effective communication and understanding among business, government and consumers; and to define and advance the consumer affairs profession.

U.S. Public Interest Research Group (U.S. PIRG) 215 Pennsylvania Avenue, S.E. Washington, DC 20003 (202) 546-9707

The group is the national lobbying office for state public interest research groups, consumer/environmental advocacy groups active in 33 states that lobby and publish reports on issues, including credit bureau errors; bank fees and services; toy, ATV and product safety; toxic chemicals in art supplies and other consumer products; and recycling, over-packaging and green consumerism. U.S. PIRG does not handle individual consumer complaints directly, but measures complaint levels to gauge the need for remedial legislation.

Car Manufacturers

If you have a problem with a car purchased from a local dealer, first try to work it out with the dealer. If the problem is not resolved, contact the manufacturer's regional or national office. Many of these are listed in this section.

If you still cannot resolve your problem, contact one of the third- party dispute resolution programs. The list of these programs begins on page 67. Be sure to contact your local or state consumer agency to see if your state offers state-run dispute resolution programs.

If you suspect you have a vehicle problem that might fall under your state's lemon law, call your local or state consumer agency to find out about your rights under the lemon law.

Be sure to review the automobile tips beginning on page 9. If you have a safety problem with your vehicle, you can report it to the Auto Safety Hotline at the National Highway Traffic Safety Administration (see page 108). Also contact the NHTSA to obtain recall and crash test information. (Note: no complaint handling is provided.)

All of the "800" numbers in the following list are toll free within the continental United States.

ACURA Customer Relations Department ACURA 1919 Torrance Boulevard Torrance, CA 90501-2746 1 (800) 382-2238 (toll free)

Alfa-Romeo Distributors of North America, Inc. Customer Service Manager Alfa-Romeo Distributors of North America, Inc. 8259 Exchange Drive P.O. Box 598026 Orlando, FL 32859-8026 (407) 856-5000

American Honda Motor Company, Inc.

California Customer Relations Department American Honda Motor Company, Inc. Western Zone 700 Van Ness Boulevard Torrance, CA 90509-2260 (213) 781-4565

Utah, Arizona, Colorado, New Mexico, Nebraska, Kansas, Oklahoma, Nevada, Texas (El Paso) Customer Relations Department American Honda Motor Company, Inc. West Central Zone 1600 South Abilene Street, Suite D Aurora, CO 80012-5815 (303) 696-3935

Maine, Vermont, New Hampshire, New York State (excluding NY City, its five boroughs, Long Island, Westchester County), Connecticut (excluding Fairfield County), Massachusetts, Rhode Island Customer Relations Department American Honda Motor Company, Inc. New England Zone 555 Old Country Road Windsor Locks, CT 06096-0465 (203) 623-3310

Tennessee, Alabama, Georgia, Florida Customer Relations Department American Honda Motor Company, Inc. Southeastern Zone 1500 Morrison Parkway Alpharetta, GA 30201-2199 (404) 442-2045

Minnesota, Iowa, Missouri, Wisconsin, Illinois, Michigan (Upper Peninsula) Customer Relations Department American Honda Motor Company, Inc. North Central Zone 601 Campus Drive, Suite A-9 Arlington Heights, IL 60004-1407 (708) 870-5600

West Virgina, Maryland, Virginia, North Carolina, South Carolina, District of Columbia Customer Relations Department American Honda Motor Company, Inc. Mid-Atlantic Zone Office 902 Wind River Lane, Suite 200 Gaithersburg, MD 20878-1974 (301) 990-2020

Ohio (Steubenville), West Virginia (Wheeling), Pennsylvania, New Jersey, Delaware, New York (NY City, its five boroughs, Long Island, Westchester County, Connecticut (Fairfield County) Customer Relations Department American Honda Motor Company, Inc. Northeast Zone 115 Gaither Drive Moorestown, NJ 08057-0337 (609) 235-5533

Michigan (except for Upper Peninsula), Indiana, Ohio, Kentucky Customer Relations Department American Honda Motor Company, Inc. Central Zone 101 South Stanfield Road Troy, OH 45373-8010 (513) 332-6250

Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South Dakota, Hawaii, Alaska Customer Relations Department American Honda Motor Company, Inc. Northwest Zone 12439 N.E. Airport Way Portland, OR 97220-0186 (503) 256-0943

Texas (excluding El Paso), Arkansas (excluding Fayetville, Bentonville, Fort Smith, Jonesboro), Oklahoma (Lawton, Ardmore), Louisiana, Mississippi Customer Relations Department American Honda Motor Company, Inc. South Central Zone 4529 Royal Lane Irving, TX 75063-2583 (214) 929-5481

Corporate Office: American Honda Motor Company, Inc. Consumer Affairs Department 1919 Torrance Boulevard Torrance, CA 90501-2746 (213) 783-3260

American Isuzu Motors, Inc.

California Regional Customer Relations Manager American Isuzu Motors, Inc. One Autry Street Irvine, CA 92718-2785 (714) 770-2626

Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina Regional Customer Relations Manager American Isuzu Motors, Inc. Southeastern Region 205 Hembree Park Drive P.O. Box 6250 Roswell, GA 30076 (404) 475-1995

Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri (except Kansas City Metro Area), North Dakota, Ohio, Wisconsin Regional Customer Relations Manager American Isuzu Motors, Inc. Central Region 1830 Jarvis Avenue Elk Grove Village, IL 60007 (708) 952-8111

Connecticut, Maine, Massachusetts, New Hampshire, New Jersey (north of Toms River), New York, Rhode Island, Vermont Regional Customer Relations Manager American Isuzu Motors, Inc. Northeast Region 156 Ludlow Avenue P.O. Box 965 Northvale, NJ 07647-0965 (201) 784-1414

Arizona, Arkansas, Kansas (Kansas City Metro Area), Louisiana, Nevada (southern), New Mexico, Oklahoma, Texas Regional Customer Relations Manager American Isuzu Motors, Inc. Southwest Region 1150 Isuzu Parkway Grand Prairie, TX 75050 (214) 647-2911

Alaska, Hawaii, Idaho, Montana, Nevada (northern), Oregon, Utah, Washington, Wyoming, Colorado, Nebraska, South Dakota Regional Customer Relations Manager American Isuzu Motors, Inc. Northwest Region 8727 148th Avenue, N.E. Redmond, WA 98052 (206) 881-0203

New Jersey (south of Toms River), Pennsylvania, Maryland, Delaware, Kentucky, Tennessee, Virginia, West Virginia Regional Customer Relations Manager American Isuzu Motors, Inc. 1 Isuzu Way Glen Burnie, MD 21061 (410) 761-2121

Headquarters: American Isuzu Motors, Inc. Customer Relations Department 13181 Crossroads Parkway North P.O. Box 2480 City of Industry, CA 91746-0480 (310) 699-0500 1 (800) 255-6727 (toll free)

American Motors Corporation see Jeep/Eagle Division of Chrysler Motors Corporation

American Suzuki Motor Corporation

American Suzuki Motor Corporation 3251 E. Imperial Highway Brea, CA 92621-6722 Attn: Customer Relations Department

Automobiles 1 (800) 934-0934 (toll free) Motorcycles (714) 996-7040, ext. 380

Audi of America, Inc.

Customer Relations - 3E03 Audi of America, Inc. 3800 Hamlin Road Auburn Hills, MI 48326 General assistance and customer relations 1 (800) 822-2834 (toll free) Replacement and repurchase assistance 1 (800) 955-5100 (toll free)

BMW of North America, Inc.

Corporate Office: National Customer Relations Manager BMW of North America, Inc. P.O. Box 1227 Westwood, NJ 07675-1227 1 (800) 831-1117 (toll free)

Chrysler Motors Corporation

Phoenix Zone Office Customer Relations Manager Chrysler Corporation 11811 N. Tatum Boulevard, Suite 4025 Phoenix, AZ 85028-1627 (602) 953-6899

Los Angeles Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 14112 Orange, CA 92613-1512 (714) 565-5200

San Francisco Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 5009 Pleasanton, CA 94566-0509 (510) 463-1770

Denver Zone Office Customer Relations Manager Chrysler Corporation 12225 East 39th Avenue Denver, CO 80239 (303) 373-8888

Orlando Zone Office Customer Relations Manager Chrysler Corporation 8000 South Orange Blossom Trail Orlando, FL 32809 (407) 352-7402

Atlanta Zone Office Customer Relations Manager Chrysler Corporation 3350 Cumberland Circle, Ste. 800 Atlanta, GA 30339 (404) 644-6800

Chicago Zone Office Customer Relations Manager Chrysler Corporation 650 Warrenville Road, Suite 502 Lisle, IL 60532 (708) 515-2450

Kansas City Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 25668 Overland Park, KS 66225-5668 (913) 469-3090

New Orleans Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 157 Metairie, LA 70004 (504) 830-3400

Washington, D.C. Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 1900 Bowie, MD 20716 (301) 464-4040

Boston Zone Office Customer Relations Manager Chrysler Corporation 550 Forbes Boulevard Mansfield, MA 02048-2038 (508) 261-2299

Detroit Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 3000 Troy, MI 48007-3000 (313) 952-1300

Minneapolis Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 1231 Minneapolis, MN 55440 (612) 553-2546

St. Louis Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 278 Hazelwood, MO 63042 (314) 895-0731

Syracuse Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 603 Dewitt, NY 13214-0603 (315) 445-6941

New York Zone Office Customer Relations Manager Chrysler Corporation 500 Route 303 Tappan, NY 10983-1592 (914) 359-0110

Charlotte Zone Office Customer Relations Manager Chrysler Corporation 4944 Parkway Plaza Boulevard Suite 470 Charlotte, NC 28217 (704) 357-7065

Cincinnati Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 41902 Cincinnati, OH 45241 (513) 530-1500

Portland Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 744 Beaverton, OR 97075 (503) 526-5555

Philadelphia Zone Office Customer Relations Manager Chrysler Corporation Valley Brook Corporate Center 101 Linden Wood Drive, Suite 320 P.O. Box 3025 Malvern, PA 19355-0725 (215) 251-2990

Pittsburgh Zone Office Customer Relations Manager Chrysler Corporation Penn Center West 3, Suite 420 Pittsburgh, PA 15276-0198 (412) 788-6622

Memphis Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 18008 Memphis, TN 38181-0008 (901) 797-3870

Dallas Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 110162 Carrollton, TX 75011-0162 (214) 242-8462

Houston Zone Office Customer Relations Manager Chrysler Corporation 363 North Sam Houston Parkway East Suite 590 Houston, TX 77060-2405 (713) 820-7062

Milwaukee Zone Office Customer Relations Manager Chrysler Corporation P.O. Box 1634 Waukesha, WI 53187-1634 (414) 798-3750

Corporate Office: Ms. A. Tomlanovich Chrysler Customer Center Chrysler Corporation P.O. Box 302 Center Line, MI 48015-93062 1 (800) 992-1997 (toll free)

Ferrari North America, Inc. Corporate Office: Mr. Kenneth McCay Director of Service and Parts Ferrari North America, Inc. 250 Sylvan Avenue Englewood Cliffs, NJ 07632 (201) 816-2650

Ford Motor Company

Customer Relations Manager Ford Motor Company 300 Renaissance Center P.O. Box 43360 Detroit, MI 48243 1 (800) 392-3673 (toll free--all makes) 1 (800) 521-4140 (toll free--Lincoln and Merkur only) 1 (800) 241-3673 (toll free--towing and dealer location service) 1 (800) 232-5952 (toll free TDD)

General Motors Corporation

Customer Assistance Center Chevrolet/Geo Motor Division General Motors Corporation P.O. Box 7047 Troy, MI 48007-7047 1 (800) 222-1020 (toll free) 1 (800) TDD-CHEV (toll free TDD)

Customer Assistance Center Pontiac Division General Motors Corporation One Pontiac Plaza Pontiac, MI 48340-2952 1 (800) 762-2737 (toll free) 1 (800) TDD-PONT (toll free TDD)

Customer Assistance Network Oldsmobile Division General Motors Corporation P.O. Box 30095 Lansing, MI 48921 1 (800) 442-6537 (toll free) 1 (800) TDD-OLDS (toll free TDD)

Customer Assistance Center Buick Motor Division General Motors Corporation 902 East Hamilton Avenue Flint, MI 48550 1 (800) 521-7300 (toll free) 1 (800) TD-BUICK (toll free TDD)

Consumer Relations Center Cadillac Motor Car Division General Motors Corporation 30009 Van Dyke P.O. Box 9025 Warren, MI 48090-9025 1 (800) 458-8006 (toll free) 1 (800) TDD-CMCC (toll free TDD)

Customer Service Department GMC Truck Division General Motors Corporation Mail Code 1607-07 16 Judson Street Pontiac, MI 48342 1 (800) 462-8782 1 (800) GMC-TKTD (toll free TDD)

Saturn Assistance Center Saturn Corporation General Motors Corporation 100 Saturn Parkway Spring Hill, TN 37174 1 (800) 553-6000 (toll free) 1 (800) TDD-6000 (toll free TDD)

Honda see American Honda Motor Company, Inc.

Hyundai Motor America Customer Service Hyundai Motor America 10550 Talbert Avenue P.O. Box 20850 Fountain Valley, CA 92728-0850 1 (800) 633-5151 (toll free)

ISUZU see American Isuzu Motors, Inc.

Jaguar Cars Inc.

U.S. National Headquarters: Customer Relations Department Jaguar Cars Inc. 555 MacArthur Boulevard Mahwah, NJ 07430-2327 (201) 818-8500

Jeep/Eagle Division of Chrysler Motors Corporation see Chrysler Zone and National Offices

Mazda Motor of America, Inc. Corporate Headquarters: Customer Relations Manager Mazda Motor of America, Inc. P.O. Box 19734 Irvine, CA 92718 1 (800) 222-5500 (toll free)

Mercedes Benz of North America, Inc.

National Headquarters: Mercedes Benz of North America 1 Mercedes Drive Montvale, NJ 07645-0350 (201) 573-0600

Customer Assistance Center 1 Glenview Road Montvale, NJ 07645 (201) 476-6200

North Central Region Office 3333 Charles Street Franklin Park, IL 60131-1469

Northeast Region Office Baltimore Commons Business Park 1300 Mercedes Drive (2nd Floor) Hanover, MD 21076-0348

Southern Region Office 8813 Western Way Jacksonville, FL 32245-7604

Western Region Office 8357 Sunset Boulevard Hollywood, CA 90093-0637

Mitsubishi Motor Sales of America, Inc.

Corporate Office: National Consumer Relations Manager Mitsubishi Motor Sales of America, Inc. 6400 West Katella Avenue Cypress, CA 90630-5208 1 (800) 222-0037 (toll free)

Nissan Motor Corporation in USA

Nissan Motor Corporation in USA P.0. Box 191 Gardena, CA 90248-0191 1 (800) 647-7261 (toll free-all consumer inquiries)

Peugeot Motors of America, Inc. Mr. William J. Atanasio National Customer Relations Manager Peugeot Motors of America, Inc. P.O. Box 607 One Peugeot Plaza Lyndhurst, NJ 07071-3498 (201) 935-8400 1 (800) 345-5549 (toll free)

Porsche Cars North America, Inc. Manager, Owner Relations Porsche Cars North America, Inc. 100 West Liberty Street P.O. Box 30911 Reno, NV 89520-3911 1 (800) 545-8039

Saab Cars USA, Inc. Customer Assistance Center Saab Cars USA, Inc. 4405-A Saab Drive P.O. Box 9000 Norcross, GA 30091 1 (800) 955-9007 (toll free)

Subaru of America, Inc.

National Customer Service Center Subaru of America, Inc. Subaru Plaza P.O. Box 6000 Cherry Hill, NJ 08034-6000 1 (800) SUBARU3 (toll free) 1 (800) 782-2783 (toll free)

Hawaii Schuman Carriage Company 1234 S. Berentania Street P.O. Box 2420 Honolulu, HI 96804 (808) 553-6211

Suzuki see American Suzuki Motor Corporation

Toyota Motor Sales, Inc. Customer Assistance Center Toyota Motor Sales USA, Inc. Department A102 19001 South Western Avenue Torrance, CA 90509 1 (800) 331-4331 (toll free)

Volkswagen United States, Inc.

Customer Relations - 2F02 Volkswagen United States, Inc. 3800 Hamlin Road Auburn Hills, MI 48326 General assistance and customer relations 1 (800) 822-8987 (toll free) Replacement and repurchase assistance 1 (800) 955-5100 (toll free)

Volvo Cars of North America Corporate Office: Consumer Affairs Volvo Cars of North America P.O. Box 914 Rockleigh, NJ 07647-0914 (201) 767-4737 1 (800) 458-1552

Better Business Bureaus

Better Business Bureaus (BBBs) are non-profit organizations sponsored by local businesses. BBBs offer a variety of consumer services. For example, they can provide consumer education materials, answer consumer questions, mediate and arbitrate complaints, and provide general information on companies' consumer complaint records.

Each BBB has its own policy about reporting information. It might or might not tell you the nature of the complaints against a business, but all will tell you if a complaint has been registered. Many of the BBBs accept written complaints and will contact a firm on your behalf. BBBs do not judge or rate individual products or brands, handle complaints concerning the prices of goods or services, or give legal advice. However, many bureaus do offer binding arbitration, a form of dispute resolution, to those who ask for it. If you need help with a consumer question or complaint, call your local BBB to ask about its services.

This list includes the local BBBs in the United States. The Council of Better Business Bureaus can give you the addresses for the BBBs in Canada.

National Headquarters Council of Better Business Bureaus, Inc. 4200 Wilson Boulevard Arlington, VA 22203 (703) 276-0100

Local Bureaus

Alabama

1210 South 20th Street P.O. Box 55268 (35255-5268) Birmingham, AL 35205 (205) 558-2222

102 Court Street, Suite 512 Florence, AL 35630 1 (800) 239-1642

501 Church Street, N.W. P.O. Box 383 (35804-0383) Huntsville, AL 35801-5549 (205) 533-1640 (24 hrs.)

707 Van Antwerp Building Mobile, AL 36602-3221 (205) 433-5494 1 (800) 544-4714 (toll free-South Alabama)

60 Commerce Street Suite 806 Montgomery, AL 36104-3559 (205) 262-5606

Alaska

2805 Bering Street, #2 Anchorage, AK 99503-3819 (907) 562-0704

Arizona

4428 North 12th Street Phoenix, AZ 85014-4585 (602) 264-1721

50 W. Drachman Street, Suite 103 Tucson, AZ 85705-7353 (602) 622-7651 (inquiries) (602) 622-7654 (complaints) 1 (800) 696-2827 (toll free-South Arizona only)

Arkansas

1415 South University Little Rock, AR 72204-2605 (501) 664-7274 1 (800) 482-8448 (toll free in AR)

California

705 Eighteenth Street Bakersfield, CA 93301-4882 (805) 322-2074

290 N. 10th Street, Suite 206 P.O. Box 970 Colton, CA 92324-0814 (900) 225-5222 ($.95/minute)

6101 Ball Road, Suite 309 Cypress, CA 90630-3966 (900) 225-5222 ($.95/minute)

1398 E. Indianapolis Suite 102 Fresno, CA 93705-0341 (209) 222-8111

3400 West 6th Street, Suite 403 Los Angeles, CA 90020-2538 (900) 225-5222 ($.95/minute)

494 Alverado Street, Suite C Monterey, CA 93940-2717 (408) 372-3149

510 16th Street, Suite 550 Oakland, CA 94612-1584 (510) 238-1000 (24 hours)

400 S Street Sacramento, CA 95814-6997 (916) 443-6843

3111 Camino del Rio N. Suite 600 San Diego, CA 92108-1729 (619) 521-5898

33 New Montgomery Street, Suite 290 San Francisco, CA 94105-4506 (415) 243-9999

1530 Meridian Avenue Suite 100 San Jose, CA 95125 (408) 445-3000

400 South El Camino Real, Suite 450 P.O. Box 294 (94401-0294) San Mateo, CA 94402-1706 (415) 696-1240

402 East Carrillo Street, Suite C P.O. Box 746 Santa Barbara, CA 93101-0746 (805) 963-8657

1111 North Center Street Stockton, CA 95202-1383 (209) 948-4880 (209) 948-4881 (209) 577-3675 (Stanislaus)

Colorado

3022 North El Paso P.O. Box 7970 (80933-7970) Colorado Springs, CO 80907-5454 (719) 636-1155

1780 South Bellaire, Suite 700 Denver, CO 80222-4350 (303) 758-2100 (inquiries, 24 hours) (303) 758-2212 (complaints) (303) 758-4786 (TDD, 24 hours)

1730 South College Avenue Suite 303 Fort Collins, CO 80525-1073 (303) 484-1348 (303) 493-2470 (307) 778-2809 (Cheyenne)

119 West 6th Street, Suite 203 Pueblo, CO 81003-3119 (719) 542-6464

Connecticut

2345 Black Rock Turnpike P.O. Box 1410 (06430-1410) Fairfield, CT 06430-3267 (203) 374-6161 (203) 798-7300 (Danbury) (203) 853-0659 (Norwalk) (203) 359-9892 (Stamford) (203) 597-1177 (Waterbury)

100 South Turnpike Road Wallingford, CT 06492-4395 (203) 269-2700 (203) 529-3575 (Hartford) (203) 443-8145 (New London)

Delaware

2055 Limestone Road Suite 200 Wilmington, DE 19808-5532 (302) 996-9200

District of Columbia

1012 14th Street, N.W. 14th Floor Washington, DC 20005-3410 (202) 393-8000

Florida

In addition to the Better Business Bureaus, Florida has a number of Better Business Councils which are affiliated with local Chambers of Commerce throughout the state. The Better Business Councils are listed following the Better Business Bureaus. Better Business Bureaus

5830-142nd Avenue North, Suite B P.O. Box 7950 (34618-7950) Clearwater, FL 34620 (813) 842-5459 (Pasco City) (813) 535-5522 (Pinellas County) (813) 854-1154 (Hillsborough, Tampa) (813) 957-0093 (Sarasota, Manatee) 1 (800) 525-1447 (toll free-Hernando only) (all 24 hours)

1853 Victoria Street Fort Myers, FL 33901 (900) 225-5222 (24 hrs.-$.95/min)

7820 Arlington Expressway Suite 147 Jacksonville, FL 32211 (904) 721-2288

16291 N.W. 57th Avenue Miami, FL 33014-6709 (900) 225-5222 (24 hrs.-$.95/min)

400 South Alcaniz Street P.O. Box 1511 (32597-1511) Pensacola, FL 32501 (904) 433-6111

1950 Port St. Lucie Blvd. Suite 211 Port St. Lucie, FL 34954-5579 (407) 878-2010 (407) 337-2083

580 Village Blvd. Suite 340 West Palm Beach, FL 33409 (407) 686-2200 (407) 337-2083 (Martin County)

1011 North Wymore Road Suite 204 Winter Park, FL 32789-1736 (Orlando) (407) 621-3300 (24 hours)

Better Business Councils

P.O. Box 321 Bradenton, FL 34206-0321 (813) 748-1325 (Manatee County)

P.O. Box 640 Fort Walton Beach, FL 32549-0640 (904) 664-2515 (Okaloosa, Santa Rosa and Walton Counties)

3520 Airport Road Lakeland, FL 33811 (813) 644-2442 (Polk County)

P.O. Box 492426 Leesburg, FL 34749-2426 (904) 326-0770 (Lake and Sumter Counties)

400 Fortenberry Road Merritt Island, FL 32952 (407) 459-2200 (Cocoa Beach)

12705 South Tamiami Trail North Port, FL 34287 (813) 426-8744

4100 Dixie Highway, NE Palm Bay, FL 32905 (407) 984-8454 (South Brevard County)

1819 Main Street, Suite 240 Sarasota, FL 34236 (813) 366-3144

P.O. Drawer 2767 Titusville, FL 32781-2767 (407) 268-2822 (North Brevard County)

257 Tamiami Trail, North Venice, FL 34285-1534 (813) 485-3510

Georgia

611 N. Jefferson Street P.O. Box 3241 808 (31702) Albany, GA 31701 (912) 883-0744

100 Edgewood Avenue Suite 1012 Atlanta, GA 30303-3075 (404) 688-4910 (615) 266-6144 (North Georgia-Chattanooga)

624 Ellis Street, Suite 106 P.O. Box 2085 (30903-2085) Augusta, GA 30901-1463 (706) 722-1574

Eight 13th Street P.O. Box 2587 (31902-2587) Columbus, GA 31901-2151 (706) 324-0712 (706) 324-0713

1765 Shurling Drive Macon, GA 31211-2199 (912) 742-7999

6606 Abercorn Street Suite 108-C P.O. Box 13956 (31416-0956) Savannah, GA 31405 (912) 354-7521 (912) 354-7522

Hawaii

1600 Kapiolani Boulevard Suite 201 Honolulu, HI 96814-3801 (808) 942-2355

Idaho

1333 West Jefferson Boise, ID 83702-5320 (208) 342-4649

1575 South Boulevard Idaho Falls, ID 83404-5926 (208) 523-9754

Illinois

211 West Wacker Drive Chicago, IL 60606-1217 (312) 444-1188 (inquiries) (312) 346-3313 (complaints)

3024 West Lake Peoria, IL 61615-3770 (309) 688-3741

810 East State Street, 3rd Floor Rockford, IL 61104-1001 (815) 963-2222

Indiana

722 West Bristol Street Suite H-2 P.O. Box 405 (46515-0405) Elkhart, IN 46514-2988 (219) 262-8996

4004 Morgan Avenue Suite 201 Evansville, IN 47715-2265 (812) 473-0202 (812) 473-1425

1203 Webster Street Fort Wayne, IN 46802-3493 (219) 423-4423 1 (800) 552-4631 (toll free in IN)

4231 Cleveland Street Gary, IN 46408-2490 (219) 980-1511 (219) 769-8053 1 (800) 637-2118 (toll free in Northern Indiana)

Victoria Centre 22 E. Washington Street Suite 200 Indianapolis, IN 46204-3584 (317) 488-2222

201 Dixie Way North, Suite 30 South Bend, IN 46637-3360 (219) 277-9121 1 (800) 439-5313 (toll free in northern IN)

Iowa

852 Middle Road, Suite 290 Bettendorf, IA 52722-4100 (319) 355-6344

615 Insurance Exchange Building Des Moines, IA 50309-2375 (515) 243-8137

318 Badgerow Building Sioux City, IA 51101-1611 (712) 252-4501

Kansas

501 E. Jefferson, Suite 24 Topeka, KS 66607-1190 (913) 232-0454

212 South Market Street Suite 300 Wichita, KS 67202-3857 (316) 263-3146

Kentucky

410 West Vine Street Suite 280 Lexington, KY 40507-1616 (606) 259-1008

844 South Fourth Street Louisville, KY 40203-2186 (502) 583-6546 (24 hours) 1 (800) 388-2222 (toll free in KY and Southern IN)

Louisiana

1605 Murray Street, Suite 117 Alexandria, LA 71301-6875 (318) 473-4494

2055 Wooddale Boulevard Baton Rouge, LA 70806-1546 (504) 926-3010

1626 Barrow Street Houma, LA 70360-6354 (504) 868-3456

100 Huggins Road P.O. Box 30297 (70593-0297) Lafayette, LA 70506 (318) 981-3497

3941-L Ryan Street P.O. Box 7314 (70606-7314) Lake Charles, LA 70605 (318) 478-6253

141 Desiard Street, Suite 808 Monroe, LA 71201-7380 (318) 387-4600

1539 Jackson Avenue Suite 400 New Orleans, LA 70130-5843 (504) 581-6222 (24 hours) (504) 528-9277

3612 Youree Drive Shreveport, LA 71105-2122 (318) 861-6417

Maine

812 Stevens Avenue Portland, ME 04103-2648 (207) 878-2715

Maryland

2100 Huntingdon Avenue Baltimore, MD 21211-3215 (410) 347-3990 (Inquiries) (410) 347-3997 (Complaints)

Massachusetts 20 Park Plaza, Suite 820 Boston, MA 02116-4344 (617) 426-9000 1 (800) 4BBB-811 (toll free-802 area code)

293 Bridge Street, Suite 320 Springfield, MA 01103-1402 (413) 734-3114

32 Franklin Street P.O. Box 16555 (01601-6555) Worchester, MA 01608-1900 (508) 755-2548

Michigan 620 Trust Building Grand Rapids, MI 4503-3001 (616) 774-8236 (616) 772-6063 (Holland) (616) 382-4616 (Kalamazoo) (616) 722-0707 (Muskegon)

30555 Southfield Road Suite 200 Southfield, MI 48076-7751 (Detroit) (810) 644-9100 (24 hours)

Minnesota 2706 Gannon Road St. Paul, MN 55116-2600 (612) 699-1111

Mississippi

4915 I-75 North P.O. Box 12745 (39236-2745) Jackson, MS 39216 (601) 987-8282

Missouri

306 E. 12th street, Suite 1024 Kansas City, MO 64106-2418 (816) 421-7800

5100 Oakland, Suite 200 St. Louis, MO 63110-1400 (314) 531-3300 (24 hours)

205 Park Central East Suite 509 Springfield, MO 65806-1326 (417) 862-4222 1 (800) 497-4222 (toll free in southwestern Missouri)

Nebraska

3633 O Street, Suite 1 Lincoln, NE 68510-1670 (402) 476-8855

2210 North 91st Plaza Omaha, NE 68134-6022 (402) 391-7612

Nevada

1022 East Sahara Avenue Las Vegas, NV 89104-1515 (702) 735-6900

991 Bible Way P.O. Box 21269 (89515-1269) Reno, NV 89502 (702) 322-0657

New Hampshire

410 South Main Street Concord, NH 03301-3459 (603) 224-1991 (603) 228-3789 (603) 228-3844

New Jersey

2 Forest Avenue Paramus, NJ 07652-5291 (201) 845-4044

2 Sylvan Way, 3rd Floor Parsippany, NJ 07054 (Newark) (201) 642-INFO

1721 Route 37 East Toms River, NJ 08753-8239 (908) 270-5577

1700 Whitehorse-Hamilton Square, #D-5 Trenton, NJ 08690-3596 (609) 588-0808

16 Maple Avenue P.O. Box 303 Westmont, NJ 08108-0303 (609) 854-8467

New Mexico

2625 Pennsylvania, NE Suite 2050 Albuquerque, NM 87110-3657 (505) 844-0500 1 (800) 873-2224 (toll free in NM)

308 North Locke Farmington, NM 87401-5855 (505) 326-6501

201 N. Church, Suite 330 Las Cruces, NM 88001-3548 (505) 524-3130

New York

346 Delaware Avenue Buffalo, NY 14202-1899 (900) 225-5222 (24 hr.-$.95/min)

266 Main Street Farmingdale, NY 87401-5855 1 (900) 463-6222 (24 hr.- $.95/min.)

257 Park Avenue, South New York, NY 10010-7384 1 (900) 463-6222 (24 hr.- $.95/min.)

847 James Street, Suite 200 Syracuse, NY 13202-2552 (315) 479-6635

30 Glenn Street White Plains, NY 10603-3213 1 (900) 463-6222 (24 hr.-$.95/min.)

North Carolina

1200 BB&T Building Asheville, NC 28801-3418 (704) 253-2392

5200 Park Road, Suite 202 Charlotte, NC 28209-3650 (704) 527-0012 (24 hours)

3608 West Friendly Avenue Greensboro, NC 27410-4895 (919) 852-4240 (24 hours)

3125 Poplarwood Court Suite 308 Raleigh, NC 27604-1080 (919) 872-9240 1 (800) 222-0950 (toll free in Eastern North Carolina)

Eden Place 8366 Drena Drive P.O. Box 69 (28673-0069) Sherrils Ford, NC 28673 (704) 478-5622

500 West 5th Street, Suite 202 Winston-Salem, NC 27101-2728 (910) 725-8348

Ohio

222 W. Market Street Akron, OH 44303-2111 (216) 253-4590

1434 Cleveland Avenue, N.W. P.O. Box 8017 (44711-8017) Canton, OH 44703-3135 (216) 454-9401 1 (800) 362-0494 (toll free in OH)

898 Walnut Street Cincinnati, OH 45202-2097 (513) 421-3015

2217 East 9th Street, Suite 200 Cleveland, OH 44115-1299 (216) 241-7678

1335 Dublin Street, Suite 30A Columbus, OH 43215-1000 (614) 486-6336

40 West Fourth Street Suite 1250 Dayton, OH 45402-1828 (513) 222-5825

112N, West High Street (45801) P.O. Box 269 Lima, OH 45802-0269 (419) 223-7010 1 (800) 462-0468 (toll free)

425 Jefferson Avenue, Suite 909 Toledo, OH 43604-1055 (419) 241-6276

600 Mahoning Bank Building P.O. Box 1495 Youngstown, OH 44501-1495 (216) 744-3111 (216) 424-5522 (Lisbon) (216) 394-0628 (Warren)

Oklahoma

17 South Dewey Oklahoma City, OK 73102-2400 (405) 239-6081/6860 (inquiries) (405) 239-6083 (complaints) (405) 239-6082 (general information)

6711 South Yale, Suite 230 Tulsa, OK 74136-3327 (918) 492-1266

Oregon

610 S.W. Alder Street, Suite 615 Portland, OR 97205-3690 (503) 226-3981 1 (800) 488-4166 (toll free in OR and Southwest Washington) Pennsylvania

528 North New Street Bethlehem, PA 18018-5789 (215) 866-8780 (215) 372-2005 (Berks County)

6 Marion Court Lancaster, PA 17602-5205 (717) 291-1151 1 (800) 220-8032 (toll free in Harrisburg & York County)

1930 Chestnut Street P.O. Box 2297 Philadelphia, PA 19103-0297 1 (900) 225-5222 (24 hr.-$.95/min.)

610 Smithfield Street Pittsburgh, PA 15222-2578 (412) 456-2700

129 N. Washington Avenue P.O. Box 993 (18501-0993) Scranton, PA 18503-2204 (717) 342-9129 (717) 655-0445

Puerto Rico

1608 Bori Street (00927-6100) P.O. Box 363488 San Juan, PR 00936-3488 (809) 756-5400

Rhode Island

Bureau Park Box 1300 Warwick, RI 02887-1300 (Providence) (401) 785-1212 (inquiries) (401) 785-1213 (complaints)

South Carolina

2330 Devine Street (29205) P.O. Box 8326 Columbia, SC 29202-8326 (803) 254-2525

113 Mills Avenue Greenville, SC 29605-4077 (803) 242-5052

1601 North Oak Street, Suite 403 Myrtle Beach, SC 29577-1601 (803) 626-6881

Tennessee

P.O. Box 1178 TCA, #121 Blountville, TN 37617-1178 (615) 323-6311

1010 Market Street, Suite 200 Chattanooga, TN 37402-2614 (615) 266-6144

2633 Kingston Pike, Suite 2 P.O. Box 10327 (37939-0327) Knoxville, TN 37919 (615) 522-2552

3792 South Mendenhall P.O. Box 750704 (38175-0704) Memphis, TN 38115 (901) 795-8771 (24 hours)

NationsBank Plaza 414 Union Street, Suite 1830 Nashville, TN 37219-1778 (615) 242-4222 (24 hours)

Texas

3300 S. 14th Street Suite 307 Abilene, TX 79605-5052 (915) 691-1533

1000 South Polk P.O. Box 1905 (79105-1905) Amarillo, TX 79101-3408 (806) 379-6222

2101 So. IH35, Suite 302 Austin, TX 78741-3854 (512) 445-2911 (24 hours)

476 Oakland Avenue P.O. Box 2988 (77704-2988) Beaumont, TX 77701-2011 (409) 835-5348

4346 Carter Creek Parkway Bryan, TX 77802-4413 (409) 260-2222

216 Park Avenue Corpus Christi, TX 78401 (512) 887-4949

2001 Bryan Street, Suite 850 Dallas, TX 75201-3093 (214) 220-2000 (24 hours)

5160 Montana Avenue Lower Level El Paso, TX 79903-4904 (915) 772-2727

1612 Summit Avenue, Suite 260 Fort Worth, TX 76102-5978 (817) 332-7585 (24 hours)

2707 North Loop West Suite 400 Houston, TX 77008-1085 (713) 868-9500 (24 hours)

1206 14th Street, Suite 901 Lubbock, TX 79401-3922 (806) 763-0459 (24 hours)

10100 County Road, 118 West P.O. Box 60206 Midland, TX 79711-0206 (915) 563-1880 1 (800) 592-4433 (toll free in TX)

3121 Executive Drive P.O. Box 3366 (76902-3366) San Angelo, TX 76904 (915) 949-2989

1800 Northeast Loop 41 Suite 400 San Antonio, TX 78217-5296 (210) 828-9441

3600 Old Bullard Road, Suite 103A P.O. Box 6652 (75711-6652) Tyler, TX 75701 (903) 581-5704

6801 Sanger Avenue, Suite 125 P.O. Box 7203 (76714-7203) Waco, TX 76710 (817) 772-7530

609 International Boulevard P.O. Box 69 Weslaco, TX 78599-0069 (210) 968-3678

1106 Brook Avenue Wichita Falls, TX 76301-5079 (817) 723-5526 1 (800) 388-1778 (toll free)

Utah

1588 South Main Street Salt Lake City, UT 84115-5382 (801) 487-4656 (24 hours) 1 (800) 456-3907 (toll free in UT)

Vermont

20 Park Plaza, Suite 820 Boston, MA 02116-4344 (617) 426-9000 1 (800) 4BBB-811 (toll free in 802 area code)

Virginia

11903 Main Street Fredericksburg, VA 22408 (703) 373-9872

3608 Tidewater Drive Norfolk, VA 23509-1499 (804) 672-5651 (804) 722-9101 (Peninsula area)

701 East Franklin, Suite 712 Richmond, VA 23219-2332 (804) 648-0016 (24 hours)

31 West Campbell Avenue Roanoke, VA 24011-1301 (703) 342-3455

Washington

401 N. Union, Suite 105 Kennewick, WA 99336-3819 (509) 783-0892

4800 South 188th Street, Suite 105 P.O. Box 68926 (98168-0926) Seatac, WA 98188 (206) 431-2222 (206) 448-6222 (24 hours)

East 123 Indiana, Suite 106 Spokane, WA 99207-2356 (509) 328-2100

222 Washington Mutual Bldg. P.O. Box 1584 (98907-1584) Yakima, WA 98901 (509) 248-1326

Wisconsin

740 North Plankinton Avenue Milwaukee, WI 53203-2478 (414) 273-1600 (inquiries) (414) 273-0123 (complaints)

Trade Association and Other Resolution Programs

Companies that manufacture similar products or offer similar services often belong to industry associations. These associations help resolve problems between their member companies and consumers. Depending on the industry, you might have to contact an association, service council or consumer action program.

If you have a problem with a company and cannot get it resolved with the company, ask if the company is a member of an association. Then, check this list to see if the association is listed. If the name of the association is not included on this list, check with a local library.

This list includes the names and addresses of the associations and other dispute resolution programs that handle consumer complaints for their members. In some cases, the national organizations listed here can refer you to dispute resolution programs near you.

These programs are usually called alternative dispute resolution programs. Generally, there are three types of programs: arbitration, conciliation and mediation. All three methods of dispute resolution vary. Ask for a copy of the rules of the program before you file your case. Generally, the decisions of the arbitrators are binding and must be accepted by both the customer and the business. However, in other forms of dispute resolution, only the business is required to accept the decision. In some programs, decisions are not binding on either party. Remember, before contacting one of these programs, try to resolve the complaint by contacting the company.

Ms. Joan McNeel, Director Public Relations American Apparel Manufacturers Association 2500 Wilson Boulevard, Suite 301 Arlington, VA 22201 (703) 524-1864

Ms. Karen Holt Public Relations Coordinator American Arbitration Association 140 West 51st Street New York, NY 10020-1203 (212) 484-4006

American Bar Association Section on Dispute Resolution 1800 M Street, N.W., Suite 790 Washington, DC 20036 (202) 331-2258

Mr. John W. Johnson Executive Vice President American Collectors Association P.O. Box 39106 Minneapolis, MN 55439-0106 (612) 926-6547

Communications Department American Council of Life Insurance 1001 Pennsylvania Avenue, N.W. Washington, DC 20004-2599 1 (800) 942-4242 (toll free-8 a.m.-8 p.m. EST, M-F )

Ms. Jane Marden, Director, Consumer and Community Affairs American Gas Association 1515 Wilson Boulevard Arlington, VA 22209 (703) 841-8583

American Health Care Association 1201 L Street, N.W. Washington, DC 20005-4014 (202) 842-4444 1 (800) 321-0343 (toll free--publications only)

American Hotel and Motel Association 1201 New York Avenue, N.W., Suite 600 Washington, DC 20005-3931 (written inquiries only)

Mr. Herbert A. Finkston, Director Professional Ethics Division American Institute of Certified Public Accountants Harborside Financial Center 201 Plaza III Jersey City, NJ 07311-3881 (201) 938-3175

American Orthotic and Prosthetic Association 1650 King Street, Suite 500 Alexandria, VA 22314-1885 (703) 836-7116

Mr. Ray Greenly, Vice President Consumer Affairs American Society of Travel Agents, Inc. 1101 King Street Alexandria, VA 22314 (703) 739-2782

Mr. James A. Morrissey, Director Communications Division American Textile Manufacturers Institute 1801 K Street, N.W., Suite 900 Washington, DC 20006 (202) 862-0552

Automotive Consumer Action Program (AUTOCAP) 8400 Westpark Drive McLean, VA 22102 (703) 821-7144

BBB AUTO LINE Council of Better Business Bureaus, Inc. 4200 Wilson Boulevard, Suite 800 Arlington, VA 22203-1804 1 (800) 955-5100 (toll free)

Better Hearing Institute P.O. Box 1840 Washington, DC 20013 (703) 642-0580 1 (800) EAR-WELL (toll free)

Consumer Affairs Blue Cross and Blue Shield Association 1310 G Street, N.W., 12th Floor Washington, DC 20005 (202) 626-4780

Ms. Caroline C. Ajootian Director, Consumer Protection Bureau Boat Owners Association of The United States Boat/U.S. 880 South Pickett Street Alexandria, VA 22304-0730 (703) 823-9550

Career College Association Accrediting Commission for Trade and Technical Schools Accrediting Commission for Independent Colleges and Schools 750 First Street, N.E. Washington, DC 20002 (202) 336-6700 (written inquiries only)

Ms. Sarah Hicks Director of Public Relations Carpet and Rug Institute Box 2048 Dalton, GA 30722 (written inquiries only)

Mr. Robert M. Fells, Assistant Secretary Cemetery Consumer Service Council P.O. Box 3574 Washington, DC 20007 (703) 379-6426

Children's Advertising Review Unit (CARU) Council of Better Business Bureaus, Inc. 845 Third Avenue New York, NY 10022 (212) 754-1354

Chrysler Corporation Chrysler Customer Center 12000 Chrysler Drive Highland Park, MI 48288-0001 1 (800) 992-1997 (toll free)

Consumer Insurance Interest Group 400 North Washington Street Alexandria, VA 22314

Department of Defense Office of National Ombudsman National Committee for Employer Support of the Guard and Reserve 1555 Wilson Boulevard, Suite 200 Arlington, VA 22209-2405 (703) 696-1391 1 (800) 336-4590 (toll free outside DC)

Ms. Marsha Goldberger, Director Ethics and Consumer Affairs Direct Marketing Association (DMA) 1101 17th Street, N.W., Suite 705 Washington, DC 20037 (written complaints only)

Mr. William Rogal Code Administrator Direct Selling Association 1776 K Street, N.W., Suite 600 Washington, DC 20006-2387 (written inquiries only)

Ford Dispute Settlement Board P.O. Box 5120 Southfield, MI 48086-5120 1 (800) 392-3673 (toll free)

Ms. Carole M. Rogin, President Hearing Industries Association 515 King Street, Suite 320 Alexandria, VA 22314 (703) 684-5744

Ms. Jeanne Salvatore Manager, Public Relations & Consumer Affairs Insurance Information Institute 110 William Street New York, NY 10038 1 (800) 942-4242 (toll free)

National Headquarters International Association for Financial Planning 2 Concourse Parkway, Suite 800 Atlanta, GA 30328 (404) 395-1605

Major Appliance Consumer Action Panel (MACAP) 20 North Wacker Drive Chicago, IL 60606 (312) 984-5858 1 (800) 621-0477 (toll free)

Media Advertising Credit Services 11600 Sunrise Valley Drive Reston, VA 22091-1412 (703) 648-1248

Mr. Edward E. Simmons, Jr., CAE Executive Vice President Monument Builders of North America 1740 Ridge Avenue Evanston, IL 60201 (708) 869-2031

Mr. Michael Schlerf Media Relations Coordinator/Consumer Affairs Mortgage Bankers Association of America 1125 15th Street, N.W., 7th Floor Washington, DC 20005 (202) 861-1929

National Advertising Division (NAD) A Division of the Council of Better Business Bureaus, Inc. 845 Third Avenue New York, NY 10022 (212) 754-1320

Mr. William Young, Director Consumer Affairs/Public Liaison National Association of Home Builders 1201 15th Street, N.W. Washington, DC 20005 (202) 822-0409 1 (800) 368-5242 (toll free outside D.C.)

National Association of Personnel Services 3133 Mt. Vernon Avenue Alexandria, VA 22305 (703) 684-0180

Ms. Katherine L.J. Hoffman Associate Director of Consumer Affairs National Association of Professional Insurance Agents 400 North Washington Street Alexandria, VA 22314

Arbitration Department National Association of Securities Dealers, Inc. 33 Whitehall Street, 8th Floor New York, NY 10004 (212) 858-4000

Mrs. Juanita Duggan, Senior Vice President Government Affairs National Food Processors Association 1401 New York Avenue, N.W. Washington, DC 20005 (202) 639-5939

Ms. Laura M. Oatney Director, Public Affairs & Education National Futures Association 200 West Madison Street Chicago, IL 60606-3447 (312) 781-1370 1 (800) 621-3570 (toll free outside IL)

Ms. Cindy Donahue Assistant to Executive Director National Home Study Council 1601 18th Street, N.W. Washington, DC 20009 (written inquiries only)

National Tire Dealers and Retreaders Association 1250 Eye Street, N.W., Suite 400 Washington, DC 20005 (202) 789-2300 1 (800) 876-8372 (toll free)

Department of Consumer Affairs National Turkey Federation 11319 Sunset Hills Road Reston, VA 22090-5227 (written inquiries only)

Mr. Craig Halverson Assistant Executive Director Photo Marketing Association 3000 Picture Place Jackson, MI 49201 (written complaints only)

Mrs. Jane Meyer Director of Consumer Affairs The Soap and Detergent Association 475 Park Avenue South New York, NY 10016 (212) 725-1262

Tele-Consumer Hotline 1910 K Street, N.W., Suite 610 Washington, D.C. 20006 (202) 223-4371 (voice/TDD)

Ms. Marisa Cascio Communications Associate Toy Manufacturers of America 200 Fifth Avenue, Room 740 New York, NY 10010 (212) 675-1141

Mr. Robert E. Whitley, President U.S. Tour Operators Association (USTOA) 211 East 51st Street, Suite 12-B New York, NY 10022 (212) 944-5727

State, County and City Government Consumer Protection Offices City, county and state consumer protection offices provide consumers with important services. They might mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate a variety of professionals, promote strong consumer protection legislation, provide educational materials and advocate in the consumer interest. City and county consumer offices are familiar with local businesses and local ordinances and state laws. If there is no local consumer office in your area, contact your state consumer office. State offices, sometimes in a separate department of consumer affairs or the attorney general's or governor's office, are familiar with state laws and look for statewide patters of problems. Consumer protection offices in the U.S. territories also are included. If you have a consumer problem with a business outside the state where you live, you should contact the consumer office in the state where the business is located.

To save time, call the office before sending in a written complaint. Ask if the office handles the type of complaint you have or if the complaint forms are provided.

Many offices distribute consumer alerts on a variety of consumer issues. Call to obtain available educational information on your problem.

This list is arranged in alphabetical order by state name. State, county and city jurisdictions and "800" and TDD numbers are printed in bold type.

Alabama

State Office Ms. Priscilla Black Duncan Consumer Affairs Division Office of Attorney General 11 South Union Street Montgomery, AL 36130 (205) 242-7334 1 (800) 392-5658 (toll free in AL)

Alaska The Consumer Protection Section in the Office of the Attorney General has been closed. Consumers with complaints are being referred to the Better Business Bureau (see page XX), small claims court and private attorneys.

American Samoa Ms. Jennifer Joneson Assistant Attorney General Consumer Protection Bureau P.O. Box 7 Pago Pago, AS 96799 011 (684) 633-4163 011 (684) 633-1838 (FAX)

Arizona

State Offices

Ms. H. Leslie Hall, Chief Counsel Consumer Protection Office of the Attorney General 1275 West Washington Street, Room 259 Phoenix, AZ 85007 (602) 542-3702 (602) 542-5763 (consumer information and complaints) 1 (800) 352-8431 (toll free in AZ)

Ms. Noreen Matts Assistant Attorney General Consumer Protection Office of the Attorney General 402 West Congress Street, Suite 315 Tucson, AZ 85701 (602) 628-6504

County Offices

Mr. Stephen Udall, County Attorney Apache County Attorney's Office P.O. Box 637 St. Johns, AZ 85936 (602) 337-4364, ext. 240

Mr. Alan Polley, County Attorney Cochise County Attorney's Office P.O. Drawer CA Bisbee, AZ 85603 (602) 432-9377

Mr. Terence C. Hance, County Attorney Coconino County Attorney's Office Coconino County Courthouse 100 East Birch Flagstaff, AZ 86001 (602) 779-6518

Mr. Joe Albo, Jr., County Attorney Gila County Attorney's Office 1400 East Ash Street Globe, AZ 85501 (602) 425-3231

Mr. Jack M. Williams, County Attorney Graham County Attorney's Office Graham County Courthouse 800 West Main Safford, AZ 85546 (602) 428-3620

Mr. Dennis L. Lusk, County Attorney Greenlee County Attorney's Office P.O. Box 1717 Clifton, AZ 85533 (602) 865-4108

Mr. Steven P. Suskin, County Attorney La Paz County Attorney's Office 1200 Arizona Avenue P.O. Box 709 Parker, AZ 85344 (602) 669-6118

Mr. William Ekstrom, County Attorney Mohave County Attorney's Office 315 North 4th Street P.O. Box 7000 Kingman, AZ 86402-7000 (602) 753-0719

Mr. Melvin Bowers, County Attorney Navajo County Attorney's Office P.O. Box 668 Holbrook, AZ 86025 (602) 524-6161, ext. #303

Mr. Stephen D. Neely, County Attorney Pima County Attorney's Office 1400 Great American Tower 32 North Stone Tucson, AZ 85701 (602) 740-5733

Mr. Gilberto V. Figueroa Pinal County Attorney P.O. Box 887 Florence, AZ 85232 (602) 868-6271

Ms. Jan Smith Florez, County Attorney Santa Cruz County Attorney's Office 2100 N. Congress Drive, Suite 201 Nogales, AZ 85621 (602) 281-4966

Mr. Charles Hastings, County Attorney Yavapai County Attorney's Office Yavapai County Courthouse Prescott, AZ 86301 (602) 771-3344

Mr. David S. Ellsworth, County Attorney Yuma County Attorney's Office 168 South Second Avenue Yuma, AZ 85364 (602) 329-2270

City Office

Mr. Ronald M. Detrick Supervising Attorney Consumer Affairs Division Tucson City Attorney's Office 110 East Pennington Street, 2nd Floor P.O. Box 27210 Tucson, AZ 85726-7210 (602) 791-4886

Arkansas

State Office Ms. Kay Dewitt, Director Consumer Protection Division Office of Attorney General 200 Tower Building 323 Center Street Little Rock, AR 72201 (501) 682-2341 (voice/TDD) 1 (800) 482-8982 (toll free voice/TDD in AR)

California

State Offices

Mr. James Conran, Director California Department of Consumer Affairs 400 R Street, Suite 1040 Sacramento, CA 95814 (916) 445-1254 (consumer information) (916) 522-1700 (TDD) 1 (800) 344-9940 (toll free in CA)

Office of Attorney General Public Inquiry Unit P.O. Box 944255 Sacramento, CA 94244-2550 (916) 322-3360 1 (800) 952-5225 (toll free in CA) 1 (800) 952-5548 (toll free TDD in CA)

Bureau of Automotive Repair California Department of Consumer Affairs 10240 Systems Parkway Sacramento, CA 95827 (916) 255-4300 1 (800) 952-5210 (toll free in CA--auto repair only)

County Offices

Alameda County Consumer Affairs Commission 4400 MacArthur Boulevard Oakland, CA 94619 (510) 530-8682

Mr. Gary Yancey, District Attorney Contra Costa County District Attorney's Office 725 Court Street, 4th Floor P.O. Box 670 Martinez, CA 94553 (510) 646-4500

Mr. Alan Yengoyan Senior Deputy District Attorney Business Affairs Unit Fresno County District Attorney's Office 2220 Tulare Street, Suite 1000 Fresno, CA 93721 (209) 488-3156 (209) 488-3564 (FAX)

Mr. Edward R. Jagels, District Attorney Civil Section Kern County District Attorney's Office 1215 Truxtun Avenue Bakersfield, CA 93301 (805) 861-2421

Mr. Monty H. Hopper, Director Kern County Department of Weights and Measures 1116 E. California Avenue Bakersfield, CA 93307 (805) 861-2418

Marin County Mediation Services Marin County Civic Center, Room 278 San Rafael, CA 94903 (415) 499-7454

Mr. Robert Nichols Deputy District Attorney Consumer Protection Division Marin County District Attorney's Office Hall of Justice, Room 183 San Rafael, CA 94903 (415) 499-6450

Ms. Susan Massini, District Attorney Mendocino County District Attorney's Office P.O. Box 1000 Ukiah, CA 95482 (707) 463-4211

Monterey County District Attorney Consumer Protection Division P.O. Box 1369 Salinas, CA 93902 (408) 755-5073

Mr. Daryl A. Roberts Deputy District Attorney Consumer Affairs Division Napa County District Attorney's Office 931 Parkway Mall P.O. Box 720 Napa, CA 94559 (707) 253-4211

Mr. Robert C. Gannon, Jr. Supervising Deputy District Attorney Consumer/Environmental Protection Unit 405 W. 5th Street, Suite 606 Santa Ana, CA 92701 (714) 568-1240

Mr. Paul Zellerbach Deputy District Attorney Economic Crime Division Riverside County District Attorney's Office 4075 Main Street Riverside, CA 92501 (714) 275-5400

Mr. M. Scott Prentice Supervising Deputy District Attorney Consumer and Environmental Protection Division Sacramento County District Attorney's Office P.O. Box 749 Sacramento, CA 95812-0749 (916) 440-6174

Mr. Anthony Samson, Director Consumer Fraud Division San Diego County District Attorney's Office P.O. Box X-1011 San Diego, CA 92112-4192 (619) 531-3507 (fraud complaint message line)

Mr. Robert H. Perez, Attorney Consumer and Environmental Protection Unit San Francisco County District Attorney's Office 732 Brannan Street San Francisco, CA 94103 (415) 552-6400 (public inquiries) (415) 553-1814 (complaints)

Ms. Lorrie Rogers Consumer Mediator San Joaquin County District Attorney's Office 222 East Weber, Room 412 P.O. Box 990 Stockton, CA 95202 (209) 468-2481

Ms. Leigh Lawrence Director, Economic Crime Unit Consumer Fraud Department County Government Center 1050 Monterey Street, Room 235 San Luis Obispo, CA 93408 (805) 781-5856

Mr. John E. Wilson, Deputy in Charge Consumer Fraud and Environmental Protection Unit San Mateo County District Attorney's Office 401 Marshall Street Hall of Justice and Records Redwood City, CA 94063 (415) 363-4656

Mr. Allan Kaplan, Senior Deputy District Attorney Consumer Protection Unit Santa Barbara County District Attorney's Office 1105 Santa Barbara Street Santa Barbara, CA 93101 (805) 568-2300

Consumer Fraud Unit Santa Clara County District Attorney's Office 70 West Hedding Street, West Wing San Jose, CA 95110 (408) 299-7400

Mr. Lawrence R. Sheahan, Coordinator Santa Clara County Department of Consumer Affairs 70 West Hedding Street West Wing, Lower Level San Jose, CA 95110-1705 (408) 299-4211

Ms. Robin McFarland Gysin Ms. Gloria Lorenzo Coordinators, Division of Consumer Affairs Santa Cruz County District Attorney's Office 701 Ocean Street, Room 200 Santa Cruz, CA 95060 (408) 454-2050

Ms. Criselda B. Gonzalez Deputy District Attorney Consumer Affairs Unit Solano County District Attorney's Office 600 Union Avenue Fairfield, CA 94533 (707) 421-6860

Mr. Thomas Quinlan Deputy District Attorney Consumer Fraud Unit Stanislaus County District Attorney's Office P.O. Box 442 Modesto, CA 95353-0442 (209) 525-5550

Mr. Greg Brose, Deputy District Attorney Consumer and Environmental Protection Division Ventura County District Attorney's Office 800 South Victoria Avenue Ventura, CA 93009 (805) 654-3110

Mr. Mark Jerome Jones Supervising Deputy District Attorney Special Services Unit-Consumer/Environmental Yolo County District Attorney's Office P.O. Box 245 Woodland, CA 95776 (916) 666-8424

City Offices

Ms. Ruth Kwan Supervising Deputy City Attorney Consumer Protection Division Los Angeles City Attorney's Office 200 North Main Street 1600 City Hall East Los Angeles, CA 90012 (213) 485-4515

Ms. Kimery A. Shelton Deputy City Attorney Ms. Teresa Bransfield Consumer Affairs Specialist Consumer Protection, Fair Housing & Public Rights Unit 1685 Main Street. Room 310 Santa Monica, CA 90401 (310) 458-8336 (310) 458-8370 (Spanish hotline)

Colorado

State Office

Consumer Protection Unit Office of Attorney General 1525 Sherman St., 5th Floor Denver, CO 80203 (303) 866-5189

County Offices

Mr. Gregory G. Lyman, District Attorney Archuleta, LaPlata and San Juan Counties District Attorney's Office P.O. Drawer 3455 Durango, CO 81302 (303) 247-8850

Mr. Alex Hunter, District Attorney Boulder County District Attorney's Office P.O. Box 471 Boulder, CO 80306 (303) 441-3700

Ms. Clair Villano, Director Denver District Attorney's Consumer Fraud Division 303 West Colfax Avenue, Suite 1300 Denver, CO 80204 (303) 640-3555 (administration) (303) 640-3557 (complaints)

Mr. David Zook Chief Deputy District Attorney Economic Crime Division El Paso and Teller Counties District Attorney's Office 326 South Tejon Colorado Springs, CO 80903-2083 (719) 520-6002

Mr. Gus Sandstrom, District Attorney Pueblo County District Attorney's Office Courthouse 215 West Tenth Street Pueblo, CO 81003 (719) 546-6030

Mr. A.M. Dominguez, Jr., District Attorney Mr. Tony Molocznik, Chief Investigator Weld County District Attorney's Office P.O. Box 1167 Greeley, CO 80632 (303) 356-4010

Connecticut

State Offices

Ms. Gloria Schaffer, Commissioner Department of Consumer Protection 165 Capitol Avenue Hartford, CT 06106 (203) 566-2534 1 (800) 842-2649 (toll free in CT)

Mr. Robert M. Langer Assistant Attorney General Antitrust/Consumer Protection Office of Attorney General 110 Sherman Street Hartford, CT 06105 (203) 566-5374

City Office

Mr. Philip P. Cacciola, Director Middletown Office of Consumer Protection City Hall Middletown, CT 06457 (203) 344-3492

Delaware

State Offices

Ms. Mary McDonough, Director Division of Consumer Affairs Department of Community Affairs 820 North French Street, 4th Floor Wilmington, DE 19801 (302) 577-3250

Mr. Stuart Drowos, Deputy Attorney General for Economic Crime and Consumer Protection Office of Attorney General 820 North French Street Wilmington, DE 19801 (302) 577-2500

District of Columbia Mr. Hampton Cross, Acting Director Department of Consumer and Regulatory Affairs 614 H Street, N.W. Washington, DC 20001 (202) 727-7120

Florida

State Offices

Ms. Karen K. MacFarland, Director Department of Agriculture and Consumer Services Division of Consumer Services 407 South Calhoun Street Mayo Building, 2nd Floor Tallahasee, FL 32399-0800 (904) 488-2221 1 (800) 435-7352 (toll free in FL)

Mr. Jack A. Norris, Jr., Chief Consumer Litigation Section 4000 Hollywood Blvd., Suite 505-South Hollywood, FL 33021 (305) 985-4780

Ms. Mona Fandel, Bureau Chief Consumer Division Office of Attorney General 4000 Hollywood Boulevard Suite 505-South Hollywood, FL 33021 (305) 985-4780

County Offices

Mr. Stanley A. Kaufman, Director Broward County Consumer Affairs Division 201 S. Andrews Avenue, Suite 201 Fort Lauderdale, FL 33301 (305) 765-5355

Mr. Leonard Elias, Consumer Advocate Metropolitan Dade County Consumer Protection Division 140 West Flagler Street, Suite 902 Miami, FL 33130 (305) 375-4222

Mr. Frederic A. Kerstein, Chief Dade County Economic Crime Unit Office of State Attorney 1350 N.W. 12th Avenue, 5th Floor Graham Building Miami, FL 33136 (305) 547-0671

Ms. Jeanette LaRussa Fenton, Director Hillsborough County Commerce Dept. Office of Consumer Affairs P.O. Box 1110 Tampa, FL 33601 (813) 272-6750

Mr. Larry F. Blalock, Chief Orange County Consumer Fraud Unit 250 North Orange Avenue P.O. Box 1673 Orlando, FL 32802 (407) 836-2490

Citizens Intake Office of the State Attorney 401 N. Dixie Highway, Ste. #1600 West Palm Beach, FL 33401 (407) 355-7108

Mr. Lawrence Breeden, Director Palm Beach County Division of Consumer Affairs 3111 S. Dixie Highway, Suite 128 West Palm Beach, FL 33405 (407) 355-2670

Mr. Alfred J. Cortis, Administrator Pasco County Consumer Affairs Division 7530 Little Road New Port Richey, FL 34654 (813) 847-8110

Mr. William H. Richards, Director Pinellas County Office of Consumer Affairs P.O. Box 17268 Clearwater, FL 34622-0268 (813) 464-6200

City Offices

Mr. Eric C. Green Chief of Consumer Affairs City of Jacksonville Division of Consumer Affairs 421 W. Church Street, Suite 404 Jacksonville, FL 32202 (904) 630-3667

Mr. Al Dezure, Chairperson Lauderhill Consumer Protection Board 1176 N.W. 42nd Way Lauderhill, FL 33313 (305) 321-2456

Mr. Fred Adler, Chairman Tamarac Board of Consumer Affairs 7525 N.W. 88th Avenue Tamarac, FL 33321 (305) 722-5900, ext. 389 (Monday - Thursday-10 a.m. to Noon)

Georgia

State Office Mr. Barry W. Reid, Administrator Governors Office of Consumer Affairs 2 Martin Luther King, Jr. Drive, S.E. Plaza Level-East Tower Atlanta, GA 30334 (404) 651-8600 (404) 656-3790 1 (800) 869-1123 (toll free in GA)

Hawaii

State Offices

Mr. Philip Doi, Director Office of Consumer Protection Department of Commerce and Consumer Affairs 828 Fort St. Mall, Suite 600B P.O. Box 3767 Honolulu, HI 96812-3767 (808) 586-2636

Mr. Gene Murayama, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 75 Aupuni Street Hilo, HI 96720 (808) 933-4433

Mr. Glenn Ikemoto, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 3060 Eiwa Street Lihue, HI 96766 (808) 241-3365

Ms. Pamela LaVarre, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 54 High Street Wailuku, HI 96793 (808) 243-5387

Idaho

State Office Mr. Brett De Lange Deputy Attorney General Office of the Attorney General Consumer Protection Unit Statehouse, Room 119 Boise, ID 83720-1000 (208) 334-2424 1 (800) 432-3545 (toll free in ID)

Illinois

State Offices

Governors Office of Citizens Assistance 222 South College Springfield, IL 62706 (217) 782-0244 1 (800) 642-3112 (toll free in IL) (Only handles problems related to state government)

Ms. Patricia Kelly, Chief Consumer Protection Division Office of Attorney General 100 West Randolph, 12th Floor Chicago, IL 60601 (312) 814-3000 (312) 793-2852 (TDD)

Ms. Kathryn Patterson, Director Department of Citizen Advocacy 100 West Randolph, 13th Floor Chicago, IL 60601 (312) 814-3289 (312) 814-3374 (TDD)

Regional Offices

Mr. Anthony Dyhrkopp Assistant Attorney General Carbondale Regional Office Office of Attorney General 626A East Walnut Street Carbondale, IL 62901 (618) 457-3505 (618) 457-4421 (TDD)

Ms. Regina Haasis Assistant Attorney General Champaign Regional Office 34 East Main Street Champaign, IL 61820 (217) 333-7691 (voice/TDD)

Mr. Michael F. Daniels Assistant Attorney General East St. Louis Regional Office Office of Attorney General 8712 State Street East St. Louis, IL 62203 (618) 398-1006 (618) 398-1009 (TDD)

Mr. Dennis Orsey Assistant Attorney General Granite City Regional Office Office of Attorney General 1314 Niedringhaus Granite City, IL 62040 (618) 877-0404

Mr. Tony L. Brasel Assistant Attorney General Kankakee Regional Office Office of Attorney General 1012 North 5th Avenue Kankakee, IL 60901 (815) 935-8500

Ms. Cynthia Tracy Assistant Attorney General LaSalle Regional Office Office of Attorney General 1222 Shooting Park Rd., Suite 106 Peru, IL 61354 (815) 224-4861 (815) 224-4864 (TDD)

Mt. Vernon Regional Office Office of Attorney General 3405 Broadway Mt. Vernon, IL 62864 (618) 242-8200 (voice/TDD)

Peoria Regional Office Office of Attorney General 323 Main Street Peoria, IL 61602 (309) 671-3191 (309) 671-3089 (TDD)

Quincy Regional Office Office of Attorney General 523 Maine Street Quincy, IL 62301 (217) 223-2221 (voice/TDD)

Mr. Joseph Bruscato Director, Assistant Attorney General Rockford Regional Office Office of Attorney General 119 North Church Street Rockford, IL 61101 (815) 987-7580 (815) 987-7579 (TDD)

Mr. Marvin S. Andich Assistant Attorney General Rock Island Regional Office Office of Attorney General 1710 3rd Avenue Rock Island, IL 61201 (309) 793-0950 (309) 793-6839 (FAX) (309) 793-0953 (TDD)

Ms. Deborah Hagan Assistant Attorney General and Chief Consumer Protection Division Office of Attorney General 500 South Second Street Springfield, IL 62706 (217) 782-9020 1 (800) 252-8666 (toll free in IL)

Ms. Elizabeth Yore Assistant Attorney General Waukegan Regional Office Office of Attorney General 12 South County Street Waukegan, IL 60085 (708) 336-2207 (708) 336-2374 (TDD)

Mr. Michael Pasko Assistant Attorney General West Frankfort Regional Office Office of Attorney General 607 West Oak Street West Frankfort, IL 62896 (618) 937-6421

Ms. Colleen McLaughlin Assistant Attorney General Dupage Regional Office Office of Attorney General 122A County Farm Road Wheaton, IL 60187 (708) 653-5060 (voice/TDD)

County Offices

Mr. Raymond Threlkeld, Supervisor Consumer Fraud Division-303 Cook County Office of State's Attorney 303 Daley Center Chicago, IL 60602 (312) 443-4600

Mr. William Haine, State's Attorney Madison County Office of State's Attorney 157 N. Main, Suite 402 Edwardsville, IL 62025 (618) 692-6280

City Offices

Ms. Caroline O. Shoenberger Commissioner Chicago Department of Consumer Services 121 North LaSalle Street, Room 808 Chicago, IL 60602 (312) 744-4006 (312) 744-9385 (TDD)

Mr. Robert E. Hinde, Administrator Des Plaines Consumer Protection Commission 1420 Miner Street, Room 502 Des Plaines, IL 60016 (708) 391-5363

Indiana

State Office

Mrs. Lisa Hayes Chief Counsel and Director Consumer Protection Division Office of Attorney General 219 State House Indianapolis, IN 46204 (317) 232-6330 1 (800) 382-5516 (toll free in IN)

County Offices

Officer Sharon A. Bennett Consumer Protection Division Lake County Police Department 2293 North Main Street Crown Point, IN 46307 (219) 755-3353

Mr. Jeffrey Modisett Marion County Prosecuting Attorney 560 City-County Building 200 East Washington Street Indianapolis, IN 46204-3363 (317) 327-5338

Mr. Stanley Levco Vanderburgh County Prosecuting Attorney 108 Administration Building Civic Center Complex Evansville, IN 47708 (812) 426-5150

City Office

Mr. Robert McCrady, Director Gary Office of Consumer Affairs Annex East 1100 Massachusetts Street Gary, IN 46407 (219) 886-0145

Iowa

State Office Mr. Steve St. Clair Assistant Attorney General Consumer Protection Division Office of Attorney General 1300 East Walnut Street, 2nd Floor Des Moines, IA 50319 (515) 281-5926

Kansas

State Office

Ms. Theresa Marcel Nuckolls Deputy Attorney General Consumer Protection Division Office of Attorney General 301 West 10th Kansas Judicial Center Topeka, KS 66612-1597 (913) 296-3751 1 (800) 432-2310 (toll free in KS)

County Offices

Consumer Fraud Division Johnson County District Attorney's Office Johnson County Courthouse P.O. Box 728 Olathe, KS 66051 (913) 764-8484, ext. 5318

Mr. Richard L. Schodorf, Chief Attorney Consumer Fraud and Economic Crime Division Sedgwick County District Attorney's Office Sedgwick County Courthouse Wichita, KS 67203 (316) 268-7921

Mr. James A. Brown Assistant District Attorney Shawnee County District Attorney's Office Shawnee County Courthouse, Room 212 Topeka, KS 66603-3922 (913) 291-4330

City Office

Mr. Brenden Long Assistant City Attorney Topeka Consumer Protection Division City Attorney's Office 215 East Seventh Street Topeka, KS 66603 (913) 295-3883

Kentucky

State Offices

Mr. Robert V. Bullock, Director Consumer Protection Division Office of Attorney General 209 Saint Clair Street Frankfort, KY 40601-1875 (502) 564-2200 1 (800) 432-9257 (toll free in KY)

Mr. Robert L. Winlock, Administrator Consumer Protection Division Office of Attorney General 107 South 4th Street Louisville, KY 40202 (502) 595-3262 1 (800) 432-9257 (toll free in KY)

Louisiana

State Office

Ms. Tamera R. Velasquez, Chief Consumer Protection Section Office of Attorney General State Capitol Building P.O. Box 94095 Baton Rouge, LA 70804-9095 (504) 342-9638

County Office

Mr. Albert H. Olsen, Chief Consumer Protection Division Jefferson Parish District Attorney's Office 5th Floor, Gretna Courthouse Annex Gretna, LA 70053 (504) 364-3644

Maine

State Offices

Mr. William N. Lund Superintendent Bureau of Consumer Credit Protection State House Station No. 35 Augusta, ME 04333-0035 (207) 582-8718 1 (800) 332-8529 (toll free in Maine)

Mr. Stephen Wessler, Chief Consumer and Antitrust Division Office of Attorney General State House Station No. 6 Augusta, ME 04333 (207) 626-8849 (9 a.m.-1 p.m.)

Maryland

State Offices

Mr. William Leibovici, Chief Consumer Protection Division Office of Attorney General 200 St. Paul Place Baltimore, MD 21202-2021 (410) 528-8662 (9 a.m.-3 p.m.) (410) 565-0451 (DC metro area) (410) 576-6372 (TDD in Baltimore area)

Mr. Ronald E. Forbes, Director Licensing & Consumer Services Motor Vehicle Administration 6601 Ritchie Highway, N.E. Glen Burnie, MD 21062 (301) 768-7420

Ms. Emalu Myer Consumer Affairs Specialist Eastern Shore Branch Office Consumer Protection Division Office of Attorney General 201 Baptist Street, Suite 30 Salisbury, MD 21801-4976 (410) 543-6620

Mr. Larry Munson, Director Western Maryland Branch Office Consumer Protection Division Office of Attorney General 138 East Antietam Street, Suite 210 Hagerstown, MD 21740-5684 (301) 791-4780

County Offices

Mr. Stephen D. Hannan, Administrator Howard County Office of Consumer Affairs 9250 Rumsey Rd. Columbia, MD 21045 (410) 313-7220 (410) 313-7224 (FAX) (410) 313-2323 (TDD)

Ms. Barbara B. Gregg, Executive Director Montgomery County Office of Consumer Affairs 100 Maryland Avenue, 3rd Floor Rockville, MD 20850 (301) 217-7373

Ms. Michele Tucker Rozner, Esq. Director Prince George's County Office of Citizen and Consumer Affairs County Administration Building, Suite L15 Upper Marlboro, MD 20772 (301) 952-4700 (301) 925-5167 (TDD)

Massachusetts

State Offices

Mr. Robert Sherman, Chief Consumer Protection Division Department of Attorney General 1 Ashburton Place Boston, MA 02103 (617) 727-8400 (information and referral to local consumer offices that work in conjunction with the Department of Attorney General) Ms. Gloria Cordes Larson, Secretary Executive Office of Consumer Affairs and Business Regulation One Ashburton Place, Room 1411 Boston, MA 02108 (617) 727-7780 (information and referral only)

Mr. Thomas J. McCormick Assistant Attorney General Western Massachusetts Consumer Protection Division Department of Attorney General 436 Dwight Street Springfield, MA 01103 (413) 784-1240

County Offices

Ms. Margaret Platek, Division Manager Consumer Fraud Prevention Franklin County District Attorney's Office 238 Main Street Greenfield, MA 01301 (413) 774-5102

Ms. Susan Grant, Director Consumer Fraud Prevention Hampshire County District Attorney's Office 1 Court Square Northampton, MA 01060 (413) 586-9225

Ms. Lydia Fortune, Director Consumer Council of Worcester County 340 Main Street, Room 370 Worcester, MA 01608-1690 (508) 754-1176 (9:30 a.m.-4 p.m.)

City Offices

Ms. Diane J. Modica, Commissioner Mayor's Office of Consumer Affairs and Licensing Boston City Hall, Room 613 Boston, MA 02201 (617) 635-4165

Ms. Jean Courtney, Director Consumer Information Center Springfield Action Commission P.O. Box 1449 Main Office Springfield, MA 01101 (413) 737-4376 (Hamden and Hampshire Counties)

Michigan

State Offices

Mr. Frederick H. Hoffecker Assistant in Charge Consumer Protection Division Office of Attorney General P.O. Box 30213 Lansing, MI 48909 (517) 373-1140

Mr. Rodger James, Director Bureau of Automotive Regulation Michigan Department of State Lansing, MI 48918-1200 (517) 373-4777 1 (800) 292-4204 (toll free in MI)

County Offices

Ms. Juliane M. Tanner, Chief Investigator Bay County Consumer Protection Unit Bay County Building Bay City, MI 48708-5994 (517) 895-4139

Ms. Margaret DeMuynck, Director Consumer Protection Department Macomb County Office of the Prosecuting Attorney Macomb Court Building, 6th Floor Mt. Clemens, MI 48043 (313) 469-5350

Ms. Charleen Berels, Director Washtenaw County Consumer Services 4133 Washtenaw Street P.O. Box 8645 Ann Arbor, MI 48107-8645 (313) 971-6054

City Office

Ms. Esther K. Shapiro, Director City of Detroit Department of Consumer Affairs 1600 Cadillac Tower Detroit, MI 48226 (313) 224-3508

Minnesota

State Office

Mr. Curt Loewe, Director Consumer Services Division Office of Attorney General 1400 NCL Tower 445 Minnesota Street St. Paul, MN 55101 (612) 296-3353

County Office

Citizen Protection Division Office of the Hennepin County Attorney C 2000 County Government Center Minneapolis, MN 55487 (612) 348-4528

City Office

Mr. James Moncur, Director Minneapolis Department of Licenses & Consumer Services One C City Hall Minneapolis, MN 55415 (612) 673-2080

Mississippi

State Offices

Ms. Leslie Staehle Special Assistant Attorney General Director, Office of Consumer Protection P.O. Box 22947 Jackson, MS 39225-2947 (601) 354-6018

Mr. Joe B. Hardy, Director Bureau of Regulatory Services Department of Agriculture and Commerce 500 Greymont Avenue P.O. Box 1609 Jackson, MS 39215-1609 (601) 354-7063

Missouri

State Offices

Office of the Attorney General Division of Consumer Protection P.O. Box 899 Jefferson City, MO 65102 (314) 751-3321 1 (800) 392-8222 (toll free in MO)

Mr. Henry Herschel, Chief Counsel Consumer Protection Division Office of Attorney General P.O. Box 899 Jefferson City, MO 65102 (314) 751-3321 1 (800) 392-8222 (toll free in MO)

Montana

State Office Consumer Affairs Unit Department of Commerce 1424 Ninth Avenue Box 200501 Helena, MT 59620-0501 (406) 444-4312

Nebraska

State Office

Mr. Paul N. Potadle Assistant Attorney General Consumer Protection Division Department of Justice 2115 State Capitol P.O. Box 98920 Lincoln, NE 68509 (402) 471-2682

Nevada

State Offices

Mr. John P. Kuminecz Commissioner of Consumer Affairs Department of Commerce State Mail Room Complex Las Vegas, NV 89158 (702) 486-7355 1 (800) 992-0900 (toll free in NV)

Mr. Ray Trease, Consumer Services Officer Consumer Affairs Division Department of Commerce 4600 Kietzke Lane, B-113 Reno, NV 89502 (702) 688-1800 1 (800) 992-0900 (toll free in NV)

County Office

Mr. John Long, Investigator Consumer Fraud Division Washoe County District Attorney's Office P.O. Box 11130 Reno, NV 89520 (702) 328-3456

New Hampshire

State Office Chief Consumer Protection and Antitrust Bureau Office of Attorney General State House Annex Concord, NH 03301 (603) 271-3641

New Jersey

State Offices

Ms. Emma N. Byrne, Director Division of Consumer Affairs P.O. Box 45027 124 Halsey Street, 7th Floor Newark, NJ 07101 (201) 504-6534

Ms. Lauren F. Carlton Deputy Attorney General New Jersey Division of Law P.O. Box 45029 124 Halsey Street, 5th Floor Newark, NJ 07101 (201) 648-7579

County Offices

Mr. William H. Ross III, Director Atlantic County Consumer Affairs 1333 Atlantic Avenue, 8th Floor Atlantic City, NJ 08401 (609) 345-6700

Ms. Joan Steinacker, Director Bergen County Division of Consumer Affairs 21 Main Street, Room 101-E Hackensack, NJ 07601-7000 (201) 646-2650

Mrs. Renee L. Borstad, Director Burlington County Office of Consumer Affairs 49 Rancocas Road Mount Holly, NJ 08060 (609) 265-5054

Ms. Patricia M. Tuck, Director Camden County Citizens Services 1800 East Davis Street, Suite 315 Camden, NJ 08104 (609) 757-8397

Mr. E. Robert Spiegel, Director Cape May County Consumer Affairs 4 Moore Road Cape May Court House, NJ 08210 (609) 889-0440

Mr. Louis G. Moreno, Director Cumberland County Department of Consumer Affairs and Weights and Measures 788 East Commerce Street Bridgeton, NJ 08302 (609) 453-2203

Director Essex County Consumer Services 15 South Munn Avenue, 2nd Floor East Orange, NJ 07018 (201) 678-8071 (201) 678-8928

Mr. Joseph Silvestro, Director Gloucester County Department of Consumer Protection/Weights & Measures 152 North Broad Street Woodbury, NJ 08096 (609) 853-3349 (609) 853-3358 (609) 848-6616 (TDD)

Ms. Barbara Donnelly, Director Hudson County Division of Consumer Affairs 595 Newark Avenue Jersey City, NJ 07306 (201) 795-6295

Ms. Helen Mataka, Director Hunterdon County Consumer Affairs P.O. Box 283 Lebanon, NJ 08833 (908) 236-2249

Ms. Donna Giovannetti, Division Chief Mercer County Consumer Affairs 640 South Broad Street,Room 229 P.O. Box 8068 Trenton, NJ 08650-0068 (609) 989-6671

Mr. Lawrence Cimmino, Director Middlesex County Consumer Affairs 10 Corporate Place South Piscataway, NJ 08854 (908) 463-6000

Ms. Dorothy H. Avallone, Director Monmouth County Consumer Affairs 50 East Main Street P.O. Box 1255 Freehold, NJ 07728-1255 (908) 431-7900

Mr. Kenneth J. Leake, Director Ocean County Consumer Affairs P.O. Box 2191 County Administration Building Room 107-1 Toms River, NJ 08754-2191 (908) 929-2105

Ms. Mary Ann Maloney, Director Passaic County Consumer Affairs 309 Pennsylvania Avenue Paterson, NJ 07503 (201) 881-4547, 4499

Ms. Marianne Mattei Somerset County Consumer Affairs County Administration Building P.O. Box 3000 Somerville, N.J. 08876 (908) 231-7000, ext. 7400

Mrs. Ollie Jones, Director Union County Consumer Affairs 300 North Avenue East P.O. Box 186 Westfield, NJ 07091 (201) 654-9840

Ms. Barbara McHenry, Director Warren County Consumer Affairs Dumont Administration Bldg., Route 519 Belvedere, NJ 07823 (908) 475-6500

City Offices

Ms. Lorraine Sudia, Director Brick Consumer Affairs Municipal Building 401 Chambers Bridge Road Brick, NJ 08723 (908) 262-1033

Mr. Edward L. Wolaniuk, Director Cinnaminson Consumer Affairs Municipal Building 1621 Riverton Road Cinnaminson, NJ 08077 (609) 829-6000

Ms. Theresa Ward, Director Clark Consumer Affairs 430 Westfield Avenue Clark, NJ 07066 (908) 388-3600

Ms. Mary Ann Pizzello, Director Elizabeth Consumer Affairs City Hall 50-60 Winfield Scott Plaza Elizabeth, NJ 07201 (908) 820-4183

Mr. Joseph J. Licata, Director Fort Lee Consumer Protection Board 309 Main Street Fort Lee, NJ 07024 (201) 592-3654

Ms. Sheila Beverley, Director Franklin Consumer Affairs David Herzenberg Drive P.O. Box 254 Franklin, NJ 07416 (201) 827-4450

Mr. Robert King Consumer Advocate City Hall 94 Washington Street Hoboken, NJ 07030 (201) 420-2038

Ms. Bernadine Jacobs, Director Livingston Consumer Affairs 357 South Livingston Avenue Livingston, NJ 07039 (201) 535-7976

Ms. Lillian Single, Director Maywood Consumer Affairs 459 Maywood Avenue Maywood, NJ 07607 (201) 845-2900 (201) 845-7822

Ms. Genevieve Ross, Director Middlesex Borough Consumer Affairs 1200 Mountain Avenue Middlesex, NJ 08846 (908) 356-8090

Ms. Mildred Pastore, Director Mountainside Consumer Affairs 1455 Coles Avenue Mountainside, NJ 07092 (908) 232-6600

Mr. Max Moses, Deputy Mayor Director Consumer Affairs Municipal Building North Bergen, NJ 07047 (201) 392-2157 (201) 330-7291 (201) 330-7292

Ms. Annmarie Nicolette, Director Nutley Consumer Affairs Public Safety Building 228 Chestnut Street Nutley, NJ 07110 (201) 284-4936

Ms. Beth Di Marco, Director Parsippany Consumer Affairs Municipal Building, Room 101 1001 Parsippany Boulevard Parsippany, NJ 07054 (201) 263-7011

Mrs. Maria Jimenez, Director Perth Amboy Public Information City Hall 1 Olive Street Perth Amboy, NJ 08861 (908) 826-1690, ext. 16, 17

Ms. Priscilla Castles, Director Plainfield Action Services 510 Watchung Avenue Plainfield, NJ 07060 (908) 753-3519

Mr. Michael B. Bukatman, Director Secaucus Department of Consumer Affairs Municipal Government Center Secaucus, NJ 07094 (201) 330-2019

Ms. Marion Cramer, Director Union Township Consumer Affairs Municipal Building 1976 Morris Avenue Union, NJ 07083 (908) 688-6763

Mr. Charles A. Stern, Director Wayne Township Consumer Affairs 475 Valley Road Wayne, NJ 07470 (201) 694-1800, ext. 3290

Mr. John Weitzel, Director Weehawken Consumer Affairs 400 Park Avenue Weehawken, NJ 07087 (201) 319-6005

Mr. John Busuttil, Director West New York Consumer Affairs 428 60th Street West New York, NJ 07093 (201) 861-2522

Mr. Herb Gilsenberg Woodbridge Consumer Affairs Municipal Building One Main Street Woodbridge, NJ 07095 (908) 634-4500, ext. 2697

New Mexico

State Office Consumer Protection Division Office of Attorney General P.O. Drawer 1508 Santa Fe, NM 87504 (505) 827-6060 1 (800) 678-1508 (toll free in NM)

New York

State Offices

Mr. Richard M. Kessel Chairperson and Executive Director New York State Consumer Protection Board 99 Washington Avenue Albany, NY 12210-2891 (518) 474-8583

Ms. Rachel Kretser Assistant Attorney General Bureau of Consumer Frauds and Protection Office of Attorney General State Capitol Albany, NY 12224 (518) 474-5481

Mr. John W. Corwin Assistant Attorney General in Charge Bureau of Consumer Frauds and Protection Office of Attorney General 120 Broadway New York, NY 10271 (212) 416-8345

Mr. Richard M. Kessel Chairperson and Executive Director New York State Consumer Protection Board 250 Broadway, 17th Floor New York, NY 10007-2593 (212) 417-4908 (complaints) (212) 417-4482 (main office)

Regional Offices

Mr. Dennis C. McCabe Assistant Attorney General in Charge Binghamton Regional Office Office of Attorney General 59-61 Court Street, 7th Floor Binghamton, NY 13901 (607) 762-1013

Mr. Peter B. Sullivan Assistant Attorney General in Charge Buffalo Regional Office Office of Attorney General 65 Court Street Buffalo, NY 14202 (716) 847-7184

Mr. Alan J. Burczak Assistant Attorney General in Charge Plattsburgh Regional Office Office of Attorney General 70 Clinton Street Plattsburgh, NY 12901 (518) 563-8012

Mr. Kent L. Mardon Assistant Attorney General in Charge Poughkeepsie Regional Office Office of Attorney General 235 Main Street Poughkeepsie, NY 12601 (914) 485-3920

Mr. Eugene Welch Assistant Attorney General in Charge Rochester Regional Office Office of Attorney General 144 Exchange Boulevard Rochester, NY 14614 (716) 546-7430

Ms. Susan B. Blum Assistant Attorney General in Charge Suffolk Regional Office Office of Attorney General 300 Motor Parkway Hauppauge, NY 11788 (516) 231-2400

Mr. John R. Voninski Assistant Attorney General in Charge Syracuse Regional Office Office of Attorney General 615 Erie Boulevard West Syracuse, NY 13204-2465 (315) 448-4848

Ms. Aniela J. Carl Assistant Attorney General in Charge Utica Regional Office Office of Attorney General 207 Genesee Street Utica, NY 13501 (315) 793-2225

County Offices

Mr. Thomas M. Jablonowski Director of Consumer Affairs Broome County Bureau of Consumer Affairs Governmental Plaza, P.O. Box 1766 Binghamton, NY 13902 (607) 778-2168

Mr. Nelson Kranker, Director Dutchess County Department of Consumer Affairs 38-A Dutchess Turnpike Poughkeepsie, NY 12603 (914) 471-6322

Ms. Candace K. Vogel Assistant District Attorney Consumer Fraud Bureau Erie County District Attorney's Office 25 Delaware Avenue Buffalo, NY 14202 (716) 858-2424

Mr. James E. Picken, Commissioner Nassau County Office of Consumer Affairs 160 Old Country Road Mineola, NY 11501 (516) 571-2600

Mr. John McCullough, Executive Director New Justice Conflict Resolution Services Inc. 210 East Fayette Street, Suite 700 Syracuse, NY 13202 (315) 471-4676

Mr. Edward J. Brown, Commissioner Orange County Department of Consumer Affairs and Weights and Measures 99 Main Street Goshen, NY 10924 (914) 294-5151, ext. 1762

Mr. Francis D. Phillips II, District Attorney Orange County District Attorney's Office 255 Main Street County Government Center Goshen, NY 10924 (914) 294-5471

Mr. Joseph LaBarbera Putnam County Office Facility Department of Consumer Affairs Myrtle Avenue Mahopac Falls, NY 10542-0368 (914) 621-2317

Ms. Johanna R. Farley, Commissioner Rockland County Office of Consumer Protection County Office Building 18 New Hempstead Road New City, NY 10956 (914) 638-5280

Mr. Dennis S. Abbey, Director Steuben County Department of Weights, Measures and Consumer Affairs 3 East Pulteney Square Bath, NY 14810 (607) 776-9631 (607) 776-9631, ext. 2409 (voice/TDD)

Ms. Mary A. Fallon, Director Suffolk County Executive's Office of Citizen Affairs North County Complex, Bldg. 340 Veterans Memorial Highway Hauppauge, NY 11788 (516) 853-4600

Mr. Jon Van Vlack, Director Ulster County Consumer Fraud Bureau 285 Wall Street Kingston, NY 12401 (914) 339-5680, ext. 240

Mr. Frank D. Castaldi, Jr. Chief, Frauds Bureau Westchester County District Attorney's Office 111 Grove Street White Plains, NY 10601 (914) 285-8303

Mrs. Diane A. Keane, Director Westchester County Department of Consumer Protection 112 East Post Road, 4th Floor White Plains, NY 10601 (914) 285-2155

City Offices

Mr. James A. Adkinson, Director Babylon Consumer Protection Board Town Hall Office Annex 281 Phelps Lane North Babylon, NY 11703 (516) 422-7636

Town of Colonie Consumer Protection Memorial Town Hall Newtonville, NY 12128 (518) 783-2790

Mr. Stephen Pedone, Commissioner Mt. Vernon Office of Consumer Affairs City Hall Mt. Vernon, NY 10550 (914) 665-2433

Mr. Peter Lempin, Acting Commissioner New York City Department of Consumer Affairs 42 Broadway New York, NY 10004 (212) 487-4403

Bronx Neighborhood Office New York City Department of Consumer Affairs 851 Grand Concourse Room 913 Bronx, NY 10451 (718) 590-6006

Brooklyn Neighborhood Office New York City Department of Consumer Affairs 1360 Fulton Street, Room 320 Brooklyn, NY 11216 (718) 636-7092

Ms. Isabel Butler, Director Queens Neighborhood Office New York City Department of Consumer Affairs 120-55 Queens Boulevard, Room 301A Kew Gardens, NY 11424 (718) 261-2922

Ms. Johanna Kepley, Director Staten Island Neighborhood Office New York City Department of Consumer Affairs Staten Island Borough Hall, Room 422 Staten Island, NY 10301 (718) 390-5154 (718) 390-5155

Mr. Joseph Kapuscinski, Director City of Oswego Office of Consumer Affairs City Hall West Oneida Street Oswego, NY 13126 (315) 342-8150

Mrs. Linda Oppenheim Executive Assistant Ramapo Consumer Protection Board Ramapo Town Hall 237 Route 59 Suffern, NY 10901-5399 (914) 357-5100

Schenectady Bureau of Consumer Protection City Hall, Room 204 Jay Street Schenectady, NY 12305 (518) 382-5061

Mr. Ralph A. Capozzi, Director Yonkers Office of Consumer Protection, Weights and Measures 201 Palisade Avenue Yonkers, NY 10703 (914) 377-6807

North Carolina

State Office Mr. Alan S. Hirsch Special Deputy Attorney General Consumer Protection Section Office of Attorney General Raney Building P.O. Box 629 Raleigh, NC 27602 (919) 733-7741

North Dakota

State Offices

Ms. Heidi Heitkamp Office of Attorney General 600 East Boulevard Bismarck, ND 58505 (701) 224-2210 1 (800) 472-2600 (toll free in ND)

Mr. Tom Engelhardt, Director Consumer Fraud Section Office of Attorney General 600 East Boulevard Bismarck, ND 58505 (701) 224-3404 1 (800) 472-2600 (toll free in ND)

County Office

Mr. Kent Keys, Executive Director Quad County Community Action Agency 27 1/2 South Third Street Grand Forks, ND 58201 (701) 746-5431

Ohio

State Offices

Mr. Mark T. D'Alessandro Consumer Frauds and Crimes Section Office of Attorney General 30 East Broad Street State Office Tower, 25th Floor Columbus, OH 43266-0410 (614) 466-4986 (complaints) (614) 466-1393 (TDD) 1 (800) 282-0515 (toll tree in OH)

Mr. William A. Spratley Office of Consumers' Counsel 77 South High Street, 15th Floor Columbus, OH 43266-0550 (614) 466-9605 (voice/TDD) 1 (800) 282-9448 (toll free in OH)

County Offices

Mr. William J. Owen, Director Corrupt Activities Prosecution Unit Franklin County Office of Prosecuting Attorney 369 South High Street Columbus, OH 43215 (614) 462-3555

Mr. Steven C. LaTourette County Prosecutor Consumer Protection Division Lake County Office of Prosecuting Attorney Lake County Court House Painesville, OH 44077 (216) 357-2683 1 (800) 899-5253 (toll free in OH)

Mr. Robert A. Skinner Assistant Prosecuting Attorney Montgomery County Fraud and Economic Crimes Division 301 West 3rd Street Dayton Montgomery County Courts Building Dayton, OH 45402 (513) 225-4747

Mr. David Norris, Prosecuting Attorney Portage County Office of Prosecuting Attorney 466 South Chestnut Street Ravenna, OH 44266-0671 (216) 296-4593

Mr. Lynn C. Slaby, Prosecuting Attorney Summit County Office of Prosecuting Attorney 53 University Avenue Akron, OH 44308-1680 (216) 643-2800

City Offices

Ms. Cheryl Meadows Assistant to the City Manager Cincinnati Office of Consumer Services Division of Human Services City Hall, Room 126 801 Plum Street Cincinnati, OH 45202 (513) 352-3971

Mr. Anthony C. Julian, Director Youngstown Office of Consumer Affairs and Weights and Measures 26 South Phelps Street City Hall Youngstown, OH 44503-1318 (216) 742-8884

Oklahoma

State Offices

Ms. Jane Wheeler Assistant Attorney General Office of Attorney General Consumer Protection Division 4545 N. Lincoln Blvd., Suite 260 Oklahoma City, OK 73105 (405) 521-4274

Mr. John L. McClure, Administrator Department of Consumer Credit 4545 N. Lincoln Boulevard, Suite 104 Oklahoma City, OK 73105-3408 (405) 521-3653

Oregon

State Office Ms. Terry Leggert, Attorney in Charge Financial Fraud Section Department of Justice 1162 Court St. N.E. Salem, OR 97310 (503) 378-4732

Pennsylvania

State Offices

Mr. Renardo Hicks, Director Bureau of Consumer Protection Office of Attorney General Strawberry Square, 14th Floor Harrisburg, PA 17120 (717) 787-9707 1 (800) 441-2555 (toll tree in PA)

Mr. Irwin A. Popowsky, Consumer Advocate Office of Consumer Advocate-Utilities Office of Attorney General 1425 Strawberry Square Harrisburg, PA 17120 (717) 783-5048 (utilities only)

Mr. Michael Butler Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 1251 South Cedar Crest Blvd. Suite 309 Allentown, PA 18103 (215) 821-6690

Mr. Mitchell Miller, Director Bureau of Consumer Services Pennsylvania Public Utility Commission P.O. Box 3265 Harrisburg, PA 17105-3265 (717) 783-1470 (out-of-state calls only) 1 (800) 782-1110 (toll free in PA)

Mr. Daniel R. Goodemote Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 919 State Street, Room 203 Erie, PA 16501 (814) 871-4371

Mr. Robin David Bleecher Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 132 Kline Village Harrisburg, PA 17104 (717) 787-7109 1 (800) 441-2555 (toll free in PA)

Mr. E. Barry Creany

Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General Professional Building P.O. Box 716 Ebensburg, PA 15931 (814) 949-7900

Mr. John E. Kelly, Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 21 South 12th Street, 2nd Floor Philadelphia, PA 19107 (215) 560-2414 1 (800) 441-2555 (toll free in PA)

Ms. Stephanie L. Royal Deputy Attorney General Bureau of Consumer Protection Office of Attorney General Manor Complex, 5th Floor 564 Forbes Avenue Pittsburgh, PA 15219 (412) 565-5394

Mr. J.P. McGowan Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 214 Samters Building 101 Penn Avenue Scranton, PA 18503-2025 (717) 963-4913

County Offices

Mr. Sidney Elkin, Director Beaver County Alliance for Consumer Protection 699 Fifth Street Beaver, PA 15009-1997 (412) 728-7267

Mr. A. Courtney Yelle, Director/Chief Sealer Bucks County Consumer Protection, Weights and Measures 50 North Main Street Doylestown, PA 18901 (215) 348-7442

Mr. Robert Taylor, Director Chester County Weights and Measures/Consumer Affairs Government Services Center, Suite 390 601 Westtown Road West Chester, PA 19382-4547 (215) 344-6150

Consumer Mediator Cumberland County Consumer Affairs One Courthouse Square Carlisle, PA 17013-3387 (717) 240-6180

Ms. Evelyn Yancoskie, Director Delaware County Office of Consumer Affairs, Weights and Measures Government Center Building Second and Olive Streets Media, PA 19063 (215) 891-4865

Mrs. Helen Dunigan, Director Montgomery County Consumer Affairs Department County Courthouse Norristown, PA 19404 (215) 278-3565

City Office

Mr. Bruce Sagel, Chief Economic Crime Unit Philadelphia District Attorney's Office 1421 Arch Street Philadelphia, PA 19102 (215) 686-8750

Puerto Rico

Mr. Iván Ayala Cádiz, Secretary Department of Consumer Affairs (DACO) Minillas Station, P.O. Box 41059 Santurce, PR 00940-1059 (809) 721-0940

Mr. Pedro R. Pierluisi, Secretary Department of Justice P.O. Box 192 San Juan, PR 00902 (809) 721-2900

Rhode Island

State Offices

Ms. Christine S. Jabour, Esq. Consumer Protection Division Department of Attorney General 72 Pine Street Providence, RI 02903 (401) 274-4400 (401) 274-4400, ext. 2354 (TDD) 1 (800) 852-7776 (toll free in RI)

Mr. Edwin P. Palumbo, Executive Director Rhode Island Consumers' Council 365 Broadway Providence, RI 02909 (401) 277-2764

South Carolina

State Offices

Mr. Ken Moore Assistant Attorney General Consumer Fraud and Antitrust Section Office of Attorney General P.O. Box 11549 Columbia, SC 29211 (803) 734-3970

Mr. Steve Hamm, Administrator Department of Consumer Affairs P.O. Box 5757 Columbia, SC 29250-5757 (803) 734-9452 (803) 734-9455 (TDD) 1 (800) 922-1594 (toll free in SC)

Mr. W. Jefferson Bryson, Jr. State Ombudsman Office of Executive Policy and Program 1205 Pendleton Street, Room 308 Columbia, SC 29201 (803) 734-0457 (803) 734-1147 (TDD)

South Dakota

State Office Mr. Jeff Hallem, Assistant Attorney General Division of Consumer Affairs Office of Attorney General 500 East Capitol State Capitol Building Pierre, SD 57501-5070 (605) 773-4400

Tennessee

State Offices

Mr. Steven Hart, Deputy Attorney General Division of Consumer Protection Office of Attorney General 450 James Robertson Parkway Nashville, TN 37243-0485 (615) 741-3491

Ms. Elizabeth Owen, Director Division of Consumer Affairs 500 James Robertson Parkway Nashville, TN 37243-0600 (615) 741-4737 1 (800) 342-8385 (toll free in TN)

Texas

State Offices

Mr. Joe Crews Assistant Attorney General and Chief Consumer Protection Division Office of Attorney General P.O. Box 12548 Austin, TX 78711 (512) 463-2070

Mr. Robert E. Reyna Assistant Attorney General Consumer Protection Division Office of Attorney General 714 Jackson Street, Suite 800 Dallas, TX 75202-4506 (214) 742-8944

Mrs. Valli Jo Acosta Assistant Attorney General Consumer Protection Division Office of Attorney General 6090 Surety Drive, Room 113 El Paso, TX 79905 (915) 772-9476

Mr. Richard Tomlinson Assistant Attorney General Consumer Protection Division Office of Attorney General 1019 Congress Street, Suite 1550 Houston, TX 77002-1702 (713) 223-5886

Mr. Stephen C. McIntyre Assistant Attorney General Consumer Protection Division Office of Attorney General 1208 14th Street, Suite 900 Lubbock, TX 79401-3997 (806) 747-5238

Mr. Michael Winget-Hernandez Assistant Attorney General Consumer Protection Division Office of Attorney General 3201 North McColl Rd., Suite B McAllen, TX 78501 (210) 682-4547

Mr. Aaron Valenzuela Assistant Attorney General Consumer Protection Division Office of Attorney General 115 East Travis Street, Suite 925 San Antonio,TX 78205-1607 (512) 225-4191

Office of Public Insurance Counsel 333 Guadalope, Suite 3-120 Austin, TX 78701 (512) 322-4143

County Offices

Mr. Ted Steinke Assistant District Attorney and Chief of Dallas County District Attorney's Office Specialized Crime Division 133 North Industrial Boulevard, LB 19 Dallas, TX 75207-4313 (214) 653-3820

Mr. Russel Turbeville Assistant District Attorney and Chief Harris County Consumer Fraud Division Office of District Attorney 201 Fannin, Suite 200 Houston, TX 77002-1901 (713) 755-5836

City Office

Ms. Adela Gonzalez, Director Dallas Consumer Protection Division Health and Human Services Department 320 East Jefferson Boulevard, Suite 312 Dallas, TX 75203 (214) 948-4400 (214) 670-5216

Utah

State Office

Ms. Francine A. Giani, Director Division of Consumer Protection Department of Commerce 160 East 3rd South P.O. Box 45804 Salt Lake City, UT 84145-0804 (801) 530-6001 (801) 530-6601 (FAX)

Vermont

State Offices

Ms. Marilyn S. Skoglund Assistant Attorney General and Chief Public Protection Division Office of Attorney General 109 State Street Montpelier, VT 05609-1001 (802) 828-3171

Mr. Bruce Martell, Supervisor Consumer Assurance Section Department of Agriculture, Food and Market 120 State Street Montpelier, VT 05620-2901 (802) 828-2436

Virgin Islands Mr. Clement Magras, Commissioner Department of Licensing and Consumer Affairs Property and Procurement Building Subbase #1, Room 205 St. Thomas, VI 00802 (809) 774-3130

Virginia

State Offices

Mr. Frank Seales, Jr., Chief Antitrust and Consumer Litigation Section Office of Attorney General Supreme Court Building 101 North Eighth Street Richmond, VA 23219 (804) 786-2116 1 (800) 451-1525 (toll free in VA)

Ms. Betty W. Blakemore, Director State Division of Consumer Affairs Department of Agriculture and Consumer Services Room 101, Washington Building P.O. Box 1163 Richmond, VA 23209 (804) 786-2042

County Offices

Office of Citizen and Consumer Affairs #1 Court House Plaza, Suite 314 2100 Clarendon Boulevard Arlington, VA 22201 (703) 358-3260

Mr. Ronald B. Mallard, Director Fairfax County Department of Consumer Affairs 12000 Government Center Parkway Suite 433 Fairfax, VA 22030-6093 (Mail complaints only)

Ms. Susan Matthews, Director Prince William County Citizen and Consumer Assistance 15941 Cardinal Drive, Suite FE 850 Prince William, VA 22191 (703) 792-7370

City Offices

Mr. James J. Jones, Administrator Alexandria Office of Consumer Affairs City Hall P.O. Box 178 Alexandria, VA 22313 (703) 838-4350 (703) 838-5056 (TDD)

Mr. Robert L. Gill, Coordinator Division of Consumer Affairs City Hall Norfolk, VA 23501 (804) 441-2821 (804) 441-2000 (TDD)

Ms. Dolores Daniels Assistant to the City Manager Roanoke Consumer Protection Division 364 Municipal Building 215 Church Avenue, S.W. Roanoke, VA 24011 (703) 981-2583

Ms. Cathy Townsend Parks, Director Consumer Affairs Division Office of the Commonwealth's Attorney Municipal Center Virginia Beach, VA 23456 (804) 426-5836 (804) 427-8779 (FAX)

Washington

State Offices

Ms. Renee Olbricht, Investigator Consumer Protection Division Office of the Attorney General P.O. Box 40118 Olympia, WA 98504-0118 (206) 753-6210

Ms. Sally Sterling Director of Consumer Services Consumer and Business Fair Practices Division Office of the Attorney General 900 Fourth Avenue, Suite 2000 Seattle, WA 98164 (206) 464-6684 1 (800) 551-4636 (toll free in WA)

Mr. Owen Clarke, Chief Consumer and Business Fair Practices Division Office of the Attorney General West 1116 Riverside Avenue Spokane, WA 99201 (509) 456-3123

Ms. Cynthia Lanphear, Contact Person Consumer and Business Fair Practices Division Office of the Attorney General 1019 Pacific Avenue, 3rd Floor Tacoma, WA 98402-4411 (206) 593-2904

City Offices

Ms. Kristie Anderson, Director Department of Weights and Measures 3200 Cedar Street Everett, WA 98201 (206) 259-8810

Mr. C. Patrick Sainsbury Chief Deputy Prosecuting Attorney Fraud Division 900 4th Avenue, #1002 Seattle, WA 98164 (206) 296-9010

Mr. Dale H. Tiffany, Director Seattle Department of Licenses and Consumer Affairs 600 4th Avenue, #102 Seattle, WA 98104-1893 (206) 684-8484

Mr. Mike Mar Weights & Measures Supervisor Seattle Department of Licenses & Consumer Affairs 805 S. Dearborn Street Seattle, WA 98134 (206) 386-1298

Mr. R. Keith Stoner Consumer Affairs Inspector Seattle Department of Licenses & Consumer Affairs 600 4th Avenue, #102 Seattle, WA 98104-1893 (206) 684-8405

West Virginia

State Offices

Mr. Donald L. Darling, Director Consumer Protection Division Office of Attorney General 812 Quarrier Street, 6th Floor Charleston, WV 25301 (304) 558-8986 1 (800) 368-8808 (toll free in WV)

Mr. Stephen Casto, Director Division of Weights and Measures Department of Labor 570 MacCorkle Avenue St. Albans, WV 25177 (304) 348-7890

Wisconsin

State Offices

Mr. John Alberts, Administrator Division of Trade and Consumer Protection Department of Agriculture, Trade and Consumer Protection 801 West Badger Road P.O. Box 8911 Madison, WI 53708 (608) 266-9836 1 (800) 422-7128 (toll free in WI)

Ms. Margaret Quaid, Regional Supervisor Division of Trade and Consumer Protection Department of Agriculture, Trade and Consumer Protection 927 Loring Street Altoona, WI 54720 (715) 839-3848 1 (800) 422-7128 (toll free in WI)

Regional Supervisor Division of Trade and Consumer Protection Department of Agriculture, Trade and Consumer Protection 200 North Jefferson Street, Suite 146A Green Bay, WI 54301 (414) 448-5111 1 (800) 422-7128 (toll free in WI)

Regional Supervisor Consumer Protection Regional Office Department of Agriculture, Trade and Consumer Protection 3333 N. Mayfair Road, Suite 114 Milwaukee, WI 53222-3288 (414) 266-1231

Mr. James D. Jeffries Assistant Attorney General Office of Consumer Protection and Citizen Advocacy Department of Justice P.O. Box 7856 Madison, WI 53707-7856 (608) 266-1852 1 (800) 362-8189 (toll free)

Mr. Nadim Sahar Assistant Attorney General Office of Consumer Protection Department of Justice Milwaukee State Office Building 819 North 6th Street, Room 520 Milwaukee, WI 53203-1678 (414) 227-4948 1 (800) 362-8189 (toll free)

County Offices

Mr. Darryl Nevers Assistant District Attorney Milwaukee County District Attorney's Office Consumer Fraud Unit 821 West State Street, Room 412 Milwaukee, WI 53233-1485 (414) 278-4792

Mr. James A. Dehne Consumer Fraud Investigator Racine County Sheriffs Department 717 Wisconsin Avenue Racine, WI 53403 (414) 636-3125

Wyoming

State Office Mr. Mark Moran, Assistant Attorney General Office of Attorney General 123 State Capitol Building Cheyenne, WY 82002 (307) 777-7874

State Agencies on Aging

The offices listed in this section coordinate services for older Americans. They provide information on services, programs and opportunities for these consumers. (This list is printed in larger type for the benefit of older consumers.)

Alabama Dr. Oscar D. Tucker Executive Director Alabama Commission on Aging RSA Plaza 770 Washington Avenue Suite 470 Montgomery, AL 36130 (205) 242-5743 1 (800) AGELINE (toll free in AL)

Alaska Ms. Connie J. Sipe Executive Director Older Alaskans Commission P.O. Box 110209 Juneau, AK 99811-0209 (907) 465-3250

American Samoa Mata'u Taele (Director) Territorial Administration on Aging Government of American Samoa Pago Pago, AS 96799 011 (684) 633-1251

Arizona Mr. Richard Littler, Administrator Aging and Adult Administration 1789 West Jefferson, 950A Phoenix, AZ 85007 (602) 542-4446

Arkansas Mr. Herb Sanderson, Director Division of Aging and Adult Services Department of Human Services P.O. Box 1437, Slot 1412 Little Rock, AR 72203-1437 (501) 682-2441 1 (800) 482-8049 (toll free in AR, Adult Protective Services only) California Mr. Robert P. Martinez, Director Department of Aging 1600 K Street Sacramento, CA 95814 (916) 322-5290 (916) 323-8913 (TDD) 1 (800) 231-4024 (Ombudsman Hotline-toll free in CA)

Colorado Ms. Karen Beye Executive Director Colorado Department of Social Services 1575 Sherman Street Denver, CO 80203-1714 (303) 866-5800

Connecticut Ms. A. Cynthia Matthews Commissioner Department on Aging 175 Main Street Hartford, CT 06106 (203) 566-3238 1 (800) 443-9946 (toll free voice/TDD in CT)

Delaware Ms. Eleanor L. Cain, Director Department of Health and Social Services Division of Aging 1901 North DuPont Highway New Castle, DE 19720 (302) 577-4791 1 (800) 223-9074 (toll free in DE)

District of Columbia Ms. Jearline F. Williams Executive Director D.C. Office on Aging 1424 K Street, N.W., 2nd Floor Washington, DC 20005 (202) 724-5623

Florida Ms. Conchy T. Bretos Assistant Secretary Aging and Adult Services 1321 Winewood Boulevard Room 323 Tallahassee,FL 32399-0700 (904) 488-8922

Georgia Mrs. Judith E. Hagebak, Director Office of Aging 878 Peachtree Street, N.E. Suite 632 Atlanta, GA 30309 (404) 894-5333

Guam Ms. D. Renee Anderson, MHR Administrator Division of Senior Citizens Government of Guam - DPH & SS P.O. Box 2816 Agana, GU 96910 (671) 632-4141 (671) 632-4153 (671) 632-4162

Hawaii Dr. Jeanette Takamura, Director Executive Office on Aging 335 Merchant Street, Suite 241 Honolulu, HI 96813 (808) 586-0100 1 (800) 468-4644 (toll free in HI)

Idaho Mr. Kenneth C. Wilkes Director Idaho Office on Aging Statehouse, Room 108 Boise, ID 83720 (208) 334-3833

Illinois Ms. Maralee I. Lindley, Director Department on Aging 421 East Capitol Avenue Springfield, IL 62701 (217) 785-2870 1 (800) 252-8966 (toll free voice/TDD)

Indiana Ms. Geneva Shedd, Director Aging/In-Home Care Services Division Indiana Family and Social Services Administration P.O. Box 7083 Indianapolis, IN 46207-7083 (317) 232-7020 1 (800) 545-7763 (toll free in IN)

Iowa Ms. Betty Grandquist Executive Director Department of Elder Affairs 914 Grand Avenue, Suite 236 Des Moines, IA 50319 (515) 281-5187 (515) 281-5188 (TDD) 1 (800) 532-3213 (toll free in IA)

Kansas Ms. Joanne Hurst, Secretary Department on Aging Docking State Office Building Room 122 South 915 Southwest Harrison Street Topeka, KS 66612-1500 (913) 296-4986 1 (800) 432-3535 (toll free in KS)

Kentucky Mr. S. Jack Williams, Director Division for Aging Services Department for Social Services 275 East Main Street 5th Floor West Frankfort, KY 40621 (502) 564-6930 (502) 564-5497 (TDD) 1 (800) 372-2991 (toll free in KY-Long-Term Care Ombudsman) 1 (800) 372-2973 (toll free TDD in KY-Human Resources Ombudsman) Louisiana Mr. Bobby Fontenot, Director Governors Office of Elder Affairs P.O. Box 80374 Baton Rouge, LA 70898 (504) 925-1700

Maine Ms. Christine Gianopoulos Director Bureau of Elder and Adult Service 35 Anthony Avenue Statehouse, Station 11 Augusta, ME 04333-0011 (207) 624-5335

Maryland Ms. Rosalie S. Abrams, Director Office on Aging 301 West Preston Street 10th Floor Baltimore, MD 21201 (410) 225-1100 (410) 383-7555 (TDD) 1 (800) 243-3425 (toll free in MD)

Massachusetts Mr. Franklin P. Ollivierre, Secretary Executive Office of Elder Affairs One Ashburton Place Boston, MA 02108 (617) 727-7750 1 (800) 882-2003 (toll free in MA) 1 (800) 922-2275 (toll free voice/TDD in MA-Elder Abuse Hotline) Michigan Director Office of Services to the Aging P.O. Box 30026 Lansing, MI 48909 (517) 373-8230

Minnesota Mr. Gerald Bloedow Executive Secretary Minnesota Board on Aging 444 Lafayette Road St. Paul, MN 55155-3843 (612) 296-2770 (612) 297-7855 (FAX) 1 (800) 882-6262 (toll free in MN)

Mississippi Mr. Eddie Anderson Director Division of Aging and Adult Services 455 North Lamar Street Jackson, MS 39202 (601) 359-6770 (601) 359-6703 1 (800) 345-6347 (toll free in MS)

Missouri Division of Aging P.O. Box 1337 Jefferson City, MO 65102 (314) 751-8535 1 (800) 392-0210 (toll free)

Montana Mr. Charles Rehbein Coordinator of Aging Services Governor's Office State Capitol Helena, MT 59620 (406) 444-4204 1 (800) 332-2272 (toll free in MT)

Nebraska Ms. Jacklyn J. Smith, Director Nebraska Department on Aging State Office Building P.O. Box 95044 Lincoln, NE 68509 (402) 471-2306

Nevada Ms. Suzanne Ernst, Administrator Division for Aging Services Department of Human Resources 340 North 11th Street State Mailroom Las Vegas, NV 89158 (702) 486-3545

New Hampshire Mr. Richard A. Chevrefils, Director Division of Elderly and Adult Services State Office Park South 115 Pleasant St., Annex Bldg. #1 Concord, NH 03301-3843 (603) 271-4680 1 (800) 351-1888 (toll free in NH)

New Jersey Ms. Lois Hull, Director Division on Aging Department of Community Affairs CN 807 Trenton, NJ 08625-0807 (609) 292-4833 1 (800) 792-8820 (toll free in NJ)

New Mexico Ms. Michelle Lujan Grisham Director, State Agency on Aging 224 East Palace Avenue Santa Fe, NM 87501 (505) 827-7640 (voice/TDD) 1 (800) 432-2080 (toll free in NM)

New York Ms. Jane Gould, Director New York State Office for the Aging Agency Building 2, ESP Albany, NY 12223 (518) 474-4425 1 (800) 342-9871 (toll free in NY)

North Carolina Ms. Bonnie M. Cramer, Director Division of Aging Department of Human Resources Caller Box No. 29531 693 Palmer Drive Raleigh, NC 27626-0531 (919) 733-3983 1 (800) 662-7030 (toll free voice/TDD in NC)

North Dakota Ms. Linda Wright, Director Aging Services Department of Human Service Northbrook Mall 1929 N. Washington Street P.O. Box 7070 Bismarck, ND 58507-7070 (701) 224-2577 1 (800) 755-8521 (toll free in ND)

Ohio Ms. Judith Y. Brachman, Director Ohio Department of Aging 50 West Broad Street, 9th Floor Columbus, OH 43266-0501 (614) 466-5500 (614) 466-6191 (TDD) 1 (800) 282-1206 (toll free in OH-nursing home information) Oklahoma Mr. Roy R. Keen Division Administrator Aging Services Division P.O. Box 25352 Oklahoma City, OK 73125 (405) 521-2327 (405) 521-2328 (TDD)

Oregon Mr. James C. Wilson Administrator Senior and Disabled Services Division Department of Human Resources State of Oregon 500 Summer St. NE, 2nd Floor Salem, OR 97310-1015 (503) 378-4728 1 (800) 282-8096 or 1 (800) 232-3020 (toll free voice/TDD in OR)

Pennsylvania Ms. Linda M. Rhodes, Secretary Department of Aging Market Street State Office Building 400 Market Street Harrisburg, PA 17101-2301 (717) 783-1550

Puerto Rico Ms. Ruby Rodriguez Executive Director Office of Elder Affairs Call Box 50063 Old San Juan Station, PR 00902 (809) 721-4560

Rhode Island Ms. Maureen Maigret, Director Department of Elderly Affairs 160 Pine Street Providence, RI 02903 (401) 277-2880 (voice/TDD) 1 (800) 322-2880 (toll free in RI)

South Carolina Ms. Ruth Q. Seigler Executive Director South Carolina Commission on Aging 400 Arbor Lake Drive Suite B-500 Columbia, SC 29223 (803) 735-0210 1 (800) 868-9095 (toll free)

South Dakota Ms. Gail Ferris, Administrator Office of Adult Services and Aging 700 Governors Drive Pierre, SD 57501 (605) 773-3656

Tennessee Ms. Emily Wiseman, Director Commission on Aging 706 Church Street, Suite 201 Nashville, TN 37243-0860 (615) 741-2056

Texas Ms. Mary Sapp Executive Director Texas Department on Aging P.O. Box 12786 Austin, TX 78711 (512) 444-2727 (voice/TDD) 1 (800) 252-9240 (toll free in TX)

Utah Ms. Robin Arnold-Williams Director Division of Aging and Adult Services P.O. Box 45500 Salt Lake City, UT 84145-0500 (801) 538-3910

Vermont Mr. Lawrence G. Crist Commissioner Department of Aging and Disabilities 103 South Main Street Waterbury, VT 05671-2301 (802) 241-2400 (voice/TDD)

Virgin Islands Mrs. Juel T. R. Molloy Commissioner Department of Human Services Knud Hansen Complex, Bldg. A 1303 Hospital Ground Charlotte Amalie, VI 00802 (809) 774-0930

Virginia Ms. Thelma E. Bland Commissioner Department for the Aging 700 East Franklin Street 10th Floor Richmond, VA 23219-2327 (804) 225-2271 (voice/TDD) 1 (800) 552-4464 (toll free in VA) 1 (800) 552-3402 (toll free in VA-Ombudsman Hotline)

Washington Mr. Charles Reed Assistant Secretary Aging and Adult Services Administration, DSHS P.O. Box 45050 Olympia, WA 98504-5050 (206) 493-2509 1 (800) 422-3263 (toll free in WA)

West Virginia Mr. William E. Lytton, Jr. Interim Executive Director Commission on Aging Holly Grove, 1900 Kanawha Boulevard, E. Charleston, WV 25305-0160 (304) 558-3317

Wisconsin Ms. Donna McDowell, Director Bureau on Aging P.O. Box 7851 Madison, WI 53707 (608) 266-2536

Wyoming Mr. Morris L. Gardner, Administrator Division on Aging 139 Hathaway Building Cheyenne, WY 82002-0480 (307) 777-7986 1 (800) 442-2766 (toll free)

State Banking Authorities

The offices listed below regulate and supervise state-chartered banks. Many of them handle or refer problems and complaints about other types of financial institutions as well. Some also answer general questions about banking and consumer credit. If you are dealing with a federally chartered bank, check the listing of "Selected Federal Agencies," beginning on page 105. Also see the information in "Selecting a Financial Institution" on page 18.

Alabama Mr. Zack Thompson Superintendent of Banks 101 South Union Street Montgomery, AL 36130 (205) 242-3452

Alaska Mr. Willis F. Kirkpatrick Director of Banking, Securities and Corporations P.O. Box 110807 Juneau, AK 99811-0807 (907) 465-2521

Arizona Mr. Richard C. Houseworth Superintendent of Banks Arizona State Banking Dept. 2910 North 44th Street Suite 310 Phoenix, AZ 85018 (602) 255-4421 1 (800) 544-0708 (toll free in AZ)

Arkansas Mr. Bill J. Ford Bank Commissioner Tower Building 323 Center Street, Suite 500 Little Rock, AR 72201-2613 (501) 324-9019

California Mr. James E. Gilleran Superintendent of Banks 111 Pine Street, Suite 1100 San Francisco, CA 94111 -5613 (415) 557-3535 1 (800) 622-0620 (toll free in CA) For consumer complaints against CA state-licensed banks, the "800" number reaches the Consumer Services Office, located in Sacramento, CA.

Colorado Ms. Barbara M.A. Walker State Bank Commissioner Division of Banking 1560 Broadway St., Suite 1175 Denver, CO 80202 (303) 894-7575

Connecticut Mr. Ralph Shulansky Banking Commissioner 44 Capitol Avenue Hartford, CT 06106 (203) 566-4560

Delaware Mr. Keith H. Ellis State Bank Commissioner 555 E. Loockerman Street Suite 210 Dover, DE 19901 (302) 739-4235

District of Columbia Ms. Linda Flemming McGhee Acting Superintendent of Banking and Financial Institutions 1250 I Street, N.W. Suite 1003 Washington, DC 20005 (202) 727-1563

Florida Mr. Gerald Lewis State Comptroller State Capitol Tallahassee, FL 32399-0350 (904) 488-0286 1 (800) 848-3792 (toll free in FL)

Georgia Mr. Edward D. Dunn Commissioner Banking and Finance 2990 Brandywine Road Suite 200 Atlanta, GA 30341-5565 (404) 986-1633

Guam Mr. Joaquin Blaz Director Department of Revenue and Taxation 855 West Marine Drive Agana, GU 96910 011 (671) 477-5107

Hawaii Ms. Lynne Himeda Commissioner Financial Institutions P.O. Box 2054 Honolulu, HI 96805 (808) 586-2820

Idaho Mr. Belton J. Patty Director Department of Finance 700 West State Street 2nd Floor Boise, ID 83720-2700 (208) 334-3319

Illinois Mr. Richard Luft Commissioner of Banks and Trust Companies 117 South Fifth Street Room 100 Springfield, IL 62701 (217) 785-2837 1 (800) 634-5452 (toll free in IL-credit card rate information only)

Indiana Mr. Charles W. Phillips Director Department of Financial Institutions 402 W. Washington Street Room W066 Indianapolis, IN 46204-2294 (317) 232-3955 1 (800) 382-4880 (toll free in IN)

Iowa Mr. R. H. Buenneke Superintendent of Banking 200 East Grand, Suite 300 Des Moines, IA 50309 (515) 281-4014

Kansas Mr. Frank D. Dunnick State Bank Commissioner 700 Jackson Street, Suite 300 Topeka, KS 66603-3714 (913) 296-2266 (913) 296-0168 (FAX)

Kentucky Mr. Edward B. Hatchett, Jr. Commissioner, Department of Financial Institutions 477 Versailles Road Frankfort, KY 40601 (502) 564-3390

Louisiana Mr. Larry L. Murray Commissioner Financial Institutions P.O. Box 94095 Baton Rouge, LA 70804 (504) 925-4660

Maine Mr. H. Donald DeMatteis Superintendent of Banking State House Station #36 Augusta, ME 04333-0036 (207) 582-8713

Maryland Ms. Margie H. Muller Bank Commissioner 501 St. Paul Place, 13th Floor Baltimore, MD 21202 (301) 333-6812

Massachusetts Mr. Alan R. Morse, Jr. Commissioner of Banks 100 Cambridge Street Boston, MA 02202 (617) 727-2102 (617) 727-2103

Michigan Mr. Patrick McQueen Commissioner Financial Institutions Bureau P.O. Box 30224 Lansing, MI 48909 (517) 373-3460

Minnesota Mr. James G. Miller Deputy Commissioner of Commerce 133 East 7th Street St. Paul, MN 55101 (612) 296-2135

Mississippi Mr. Joseph H. Neely Commissioner Department of Banking and Consumer Finance P.O. Box 23729 Jackson, MS 39225-3729 (601) 359-1031 1 (800) 844-2499 (toll free in MS)

Missouri Mr. Earl L. Manning Commissioner of Finance P.O. Box 716 Jefferson City, MO 65102 (314) 751-3242

Montana Mr. Donald W. Hutchinson Commissioner Financial Institutions 1520 East Sixth Avenue Room 50 P.O. Box 200512 Helena, MT 59620-0542 (406) 444-2091

Nebraska Mr. James A. Hansen Director of Banking & Finance 1200 "N" Street, Suite 311 Lincoln, NE 68508 (402) 471-2171

Nevada Mr. L. Scott Walshaw Commissioner Financial Institutions 406 East Second Street Carson City, NV 89710 (702) 687-4260

New Hampshire Mr. A. Roland Roberge Bank Commissioner 169 Manchester Street Concord, NH 03301 (603) 271-3561

New Jersey Mr. Jeff Connor Commissioner of Banking 20 West State Street CN-040 Trenton, NJ 08625 (609) 292-3420

New Mexico Mr. Kenneth J. Carson, Jr. Director Financial Institutions Division P.O. Box 25101 Santa Fe, NM 87504 (505) 827-7100

New York Mr. Derrick D. Cephas Superintendent of Banks Two Rector Street New York, NY 10006-1894 (212) 618-6642 1 (800) 522-3330 (toll free in NY-general consumer information) 1 (800) 832-1838 (toll free in NY-Community Reinvestment Unit) North Carolina Mr. William T. Graham Commissioner of Banks P.O. Box 29512 Raleigh, NC 27626-0512 (919) 733-3016

North Dakota Mr. Gary D. Preszler Commissioner of Banking and Financial Institutions 600 East Boulevard, 13th Floor Bismarck, ND 58505-0080 (701) 224-2256

Ohio Ms. Alison M. Meeks Superintendent of Banks 77 South High Street 21st Floor Columbus, OH 43266-0549 (614) 466-2932

Oklahoma Mr. Mick Thompson Bank Commissioner 4100 North Lincoln Boulevard 2nd Floor Oklahoma City, OK 73105 (405) 521-2783

Oregon Mr. Cecil R. Monroe Administrator Division of Finance and Corporate Securities 21 Labor and Industries Building Salem, OR 97310 (503) 378-4140

Pennsylvania Ms. Sarah W. Hargrove Secretary of Banking 333 Market Street, 16th Floor Harrisburg, PA 17101 (717) 787-6991 1 (800) PA-BANKS (toll free in PA)

Puerto Rico Mr. Hector M. Mayol, Jr. Commissioner of Financial Institutions 1492 Ponce de Leon Avenue Suite 600 San Juan, PR 00907-4022 (809) 781-0545

Rhode Island Mr. Edward D. Pare Jr. Associate Director and Superintendent of Banking 233 Richmond Street Suite 231 Providence, RI 02903-4231 (401) 277-2405 (401) 277-2223 (TDD)

South Carolina Mr. Louie A. Jacobs Commissioner of Banking 1015 Sumter Street, Room 309 Columbia, SC 29201 (803) 734-2001

South Dakota Mr. Richard A. Duncan Director of Banking State Capitol Building 500 East Capitol Avenue Pierre, SD 57501-5070 (605) 773-3421

Tennessee Mr. Talmadge Gilley Commissioner Financial Institutions John Sevier Building 4th Floor Nashville, TN 37243-0705 (615) 741-2236

Texas Ms. Catherine A. Ghiglieri Banking Commissioner 2601 North Lamar Austin, TX 78705 (512) 479-1300

Utah Mr. G. Edward Leary Commissioner Financial Institutions P.O. Box 89 Salt Lake City, UT 84110 (801) 538-8830

Vermont Ms. Elizabeth Costle Commissioner Banking, Insurance and Securities 89 Main Street, 2nd Floor Montpelier, VT 05620-3101 (802) 828-3301

Virgin Islands Mr. Derek M. Hodge Lieutenant Governor Commissioner of Banking Kongens Gade 18 St. Thomas, VI 00802 (809) 774-2991

Virginia Mr. Sidney A. Bailey Commissioner Financial Institutions 1300 E. Main St., Suite 800 P.O. Box 640 Richmond, VA 23205-0640 (804) 371-9657 1 (800) 552-7945 (toll free in VA)

Washington Mr. John L. Bley Supervisor of Banking P.O. Box 41026 Olympia, WA 98504-1026 (206) 753-6520

West Virginia Ms. Sharon G. Bias Commissioner of Banking State Capitol Complex Building 3, Room 311 1900 Kanawha Blvd. East Charleston, WV 25305-0240 (304) 558-2294 1 (800) 642-9056 (toll free in WV)

Wisconsin Mr. Richard L. Dean Commissioner of Banking 101 E. Wilson, 5th Floor Madison, WI 53707-7876 (608) 266-1621 1 (800) 452-3328 (toll free in WI-complaints only)

Wyoming Ms. Sue E. Mecca Commissioner Division of Banking Herschler Building 3rd Floor East Cheyenne, WY 82002 (307) 777-7797

State Insurance Regulators

Each state has its own laws and regulations for all types of insurance, including car, homeowner and health insurance. The officials listed below enforce these laws. Many of these offices can provide you with information to help you make informed insurance buying decisions. Your local library also will have information that can help you compare insurance companies before making a purchase.

If you have a question or complaint about your insurance company's policies, contact the company before you contact the state insurance regulator.

Alabama Mr. Mike Weaver Insurance Commissioner 135 South Union Street #200 Montgomery, AL 36130 (205) 269-3550

Alaska

The Honorable David J. Walsh Director of Insurance P.O. Box 110805 Juneau, AK 99811-0805 (907) 465-2515

Ms. Thelma Walker Deputy Director Division of Insurance 800 E. Dimond Boulevard Suite 3-560 Anchorage, AK 99515-2045 (907) 349-1230

American Samoa Insurance Commissioner Office of the Governor Pago Pago, AS 96799

Arizona Ms. Susan Gallinger Director of Insurance 3030 North Third Street Suite 1100 Phoenix, AZ 85012 (602) 255-5400

Arkansas Mr. Lee Douglass Insurance Commissioner 1123 S. University Avenue Suite 400, University Tower Building Little Rock, AR 72204-1699 (501) 686-2900

California Mr. John Garamendi Commissioner of Insurance 770 L Street, Suite 1120 Sacramento, CA 95814 1 (800) 927-HELP (toll free in CA-complaints)

Colorado Ms. Joanne Hill Commissioner of Insurance 1560 Broadway St., Suite 850 Denver, CO 80202 (303) 894-7499

Connecticut Mr. Robert R. Googins Insurance Commissioner P.O. Box 816 Hartford, CT 06142-0816 (203) 297-3800

Delaware Mrs. Donna Lee H. Williams Insurance Commissioner 841 Silver Lake Boulevard Dover, DE 19901 (302) 739-4251 1 (800) 282-8611 (toll free in DE)

District of Columbia Mr. Robert M. Willis Superintendent of Insurance 441 4th Street, N.W. One Judiciary Square 8th Floor Washington, DC 20001 (202) 727-8000

Florida Mr. Tom Gallagher Insurance Commissioner Plaza Level Eleven-The Capitol Tallahassee, FL 32399-0300 (904) 922-3100 1 (800) 342-2762 (toll free in FL)

Georgia Mr. Tim Ryles Insurance Commissioner 2 Martin L. King, Jr. Drive Atlanta, GA 30334 (404) 656-2056

Guam Mr. Joaquin Blaz Insurance Commissioner 855 West Marine Drive Agana, GU 96910

Hawaii Ms. Linda Chu Takayama Insurance Commissioner P.O. Box 3614 Honolulu, HI 96811-3614 (808) 586-2790

Idaho Mr. Harry Walrath Director of Insurance 700 W. State Street Boise, ID 83720 (208) 334-4250

Illinois Mr. Stephen F. Selcke Director of Insurance 320 West Washington Street Springfield, IL 62767 (217) 782-4515 (217) 524-4872 (TDD)

Indiana Mr. John (Jack) F. Mortell Commissioner of Insurance 311 West Washington Street Suite 300 Indianapolis, IN 46204-2787 (317) 232-3520 1 (800) 622-4461 (toll free in IN-complaints)

Iowa Mr. David Lyons Insurance Commissioner Lucas State Office Building 6th Floor Des Moines, IA 50319 (515) 281-5705

Kansas Mr. Ron Todd Commissioner of Insurance 420 S.W. 9th Street Topeka, KS 66612 (913) 296-3071 1 (800) 432-2484 (toll free in KS)

Kentucky Mr. Don W. Stephens Insurance Commissioner 229 West Main Street P.O. Box 517 Frankfort, KY 40602 (502) 564-3630

Louisiana Mr. James H. "Jim" Brown, Jr. Commissioner of Insurance P.O. Box 94214 Baton Rouge, LA 70804-9214 (504) 342-5900

Maine Mr. Brian Atchinson Superintendent of Insurance State House Station 34 Augusta, ME 04333-0034 (207) 582-8707

Maryland Mr. Dwight K. Bartlett, III Insurance Commissioner Maryland Insurance Administration 501 St. Paul Place 7th Floor Baltimore, MD 21202 (410) 333-6300

Massachusetts Ms. Kay Doughty Commissioner of Insurance 280 Friend Street Boston, MA 02114 (617) 727-7189, ext. 300 (consumer service number)

Michigan Mr. David Dykhouse Commissioner of Insurance Insurance Bureau P.O. Box 30220 Lansing, MI 48909 (517) 373-9273

Minnesota Mr. Bert J. McKasy Commissioner of Commerce 133 East 7th Street St. Paul, MN 55101 (612) 296-2594

Mississippi Mr. George Dale Commissioner of Insurance 1804 Walter Sillers Building 550 High Street Jackson, MS 39201-1190 (601) 359-3569 1 (800) 562-2957 (toll free in MS-claims only)

Missouri Mr. Jay Angoff Director of Insurance 301 West High Street Room 630 P.O. Box 690 Jefferson City, MO 65102 (314) 751-4126 (314) 526-4536 (TDD) 1 (800) 726-7390 (toll free in MO)

Montana Mr. Mark O'Keefe Commissioner of Insurance P.O. Box 4009 Helena, MT 59604-4009 (406) 444-2040 1 (800) 332-6148 (toll free in MT) (406) 444-3497 (FAX)

Nebraska Mr. William H. McCartney Director of Insurance 941 "O" Street, Suite 400 Lincoln, NE 68508 (402) 471-2201 (402) 471-4610 (FAX)

Nevada Ms. Teresa P. Froncek Rankin Commissioner of Insurance 1665 Hot Springs Road #152 Capitol Complex Carson City, NV 89710 (702) 687-4270 1 (800) 992-0900 (toll free in NV)

New Hampshire Mr. Louis E. Bergeron Insurance Commissioner 169 Manchester Street Concord, NH 03301 (603) 271-2261 1 (800) 852-3416 (toll free in NH-consumer services)

New Jersey Mr. Samuel F. Fortunato Commissioner Department of Insurance 20 West State Street CN325 Trenton, NJ 08625 (609) 292-5363

New Mexico Mr. Fabian Chavez Superintendent of Insurance PERA Building, Room 428 P.O. Drawer 1269 Santa Fe, NM 87504-1269 (505) 827-4500

New York Mr. Salvatore R. Curiale Superintendent of Insurance 160 West Broadway New York, NY 10013-3393 (212) 602-0429 1 (800) 342-3736 (toll free in NY--consumer services)

North Carolina Mr. James E. Long Commissioner of Insurance Dobbs Building P.O. Box 26387 Raleigh, NC 27611 (919) 733-7343 1 (800) 662-7777 (toll free in NC)

North Dakota Mr. Glenn R. Pomeroy Commissioner of Insurance Capitol Building, 5th Floor 600 East Boulevard Avenue Bismarck, ND 58505-0320 (701) 224-2440 1 (800) 247-0560 (toll free in ND)

Ohio

Mr. Harold T. Duryee Director of Insurance 2100 Stella Court Columbus, OH 43266-0566 (614) 644-2651

Consumer Services (614) 644-2673 1 (800) 686-1526 (toll free in OH)

Fraud Division (614) 644-2671 1 (800) 686-1527 (toll free in OH)

Oklahoma Ms. Cathy Weatherford Insurance Commissioner P.O. Box 53408 Oklahoma City, OK 73152-3408 (405) 521-2828 1 (800) 522-0071 (toll free in OK)

Oregon Mr. Gary K. Weeks Insurance Commissioner 21 Labor and Industries Bldg. Salem, OR 97310-0765 (503) 378-4120

Pennsylvania Ms. Cynthia M. Maleski Insurance Commissioner Strawberry Square, 13th Floor Harrisburg, PA 17120 (717) 783-0442

Puerto Rico Mr. Juan Antonio García Commissioner of Insurance Fernandez Juncos Station P.O. Box 8330 Santurce, PR 00910 (809) 722-8686

Rhode Island Mr. Sheldon Whitehouse Insurance Commissioner 233 Richmond Street Providence, RI 02903 (401) 277-2246

South Carolina Mr. John G. Richards V Chief Insurance Commissioner P.O. Box 100105 Columbia, SC 29202-3105 (803) 737-6117 1 (800) 768-3467 (toll free in SC-consumer department)

South Dakota Ms. Darla L. Lyon Director of Insurance Insurance Building 910 East Sioux Avenue Pierre, SD 57501-3940 (605) 773-3563

Tennessee Ms. Elaine A. McReynolds Commissioner of Insurance 500 James Robertson Parkway Nashville, TN 37243-0565 (615) 741-2241 1 (800) 342-4029 (toll free in TN)

Texas Mr. Robert Schneider Associate Commissioner Consumer Services Texas Department of Insurance P.O. Box 149091 Austin, TX 78714-9091 (512) 463-6500 1 (800) 252-3439 (toll free in TX--complaints)

Utah Mr. Robert E. Wilcox Commissioner of Insurance 3110 State Office Building Salt Lake City, UT 84114 (801) 538-3804

Vermont Ms. Elizabeth R. Costle Commissioner Department of Banking, Insurance and Securities 89 Main Street, Drawer 20 Montpelier, VT 05620-3101 (802) 828-3301

Virgin Islands Mr. Derek M. Hodge Commissioner of Insurance Kongens Gade 18 St. Thomas, VI 00802 (809) 774-2991

Virginia Mr. Steven T. Foster Commissioner of Insurance Tyler Building P.O. Box 1157 Richmond, VA 23209 (804) 371-9741 (804) 225-3806 (TDD) 1 (800) 552-7945 (toll free in VA)

Washington Ms. Deborah Senn Insurance Commissioner Insurance Building P.O. Box 40255 Olympia, WA 98504-0255 (206) 753-7301 1 (800) 562-6900 (toll free in WA)

West Virginia Mr. Hanley C. Clark Insurance Commissioner 2019 Washington Street, East P.O. Box 50540 Charleston, WV 25305-0540 (304) 348-3394 1 (800) 642-9004 (toll free in WV)

Wisconsin Ms. Josephine W. Musser Commissioner of Insurance P.O. Box 7873 Madison, WI 53707-7873 (608) 266-3585 1 (800) 236-8517 (toll free in WI-complaints)

Wyoming Mr. John McBride Commissioner of Insurance Herschler Building 122 West 25th Street Cheyenne, WY 82002-0440 (307) 777-7401 1 (800) 438-5768 (toll free in WY)

State Securities Administrators

Each state has its own laws and regulations for securities brokers and all types of securities, including stocks, mutual funds, commodities, real estate offerings, uninsured investment products sold by banks and others. The officials and agencies listed below enforce these laws and regulations. Many of these offices can provide you with information to help you make informed investment decisions.

State securities agencies are also responsible for preventing fraud and abuse in the sale of all but the largest securities offerings.

If you have a question or complaint about an investment you have made or are about to make, call the company or the bank involved. If your complaint or question is not resolved, call the appropriate state securities agency below.

Alabama

Mr. Robert B. Rinehart Director Securities Commission 770 Washington Street, Suite 570 Montgomery, AL 36130-4700 (205) 242-2984 (205) 242-0240

Alaska

Mr. L. P. Carroll Senior Examiner, State of Alaska Department of Commerce and Economic Development Banking and Securities P.O. Box 110807 Juneau, AK 99811-0807 (907) 465-2521

Arizona

Duty Investigator Corporation Commission Securities Division 1300 West Washington, Third floor Phoenix, AZ 85007 (602) 542-4242 (602) 542-3583(fax)

Arkansas

Mr. Joe E. Madden, Jr. Commissioner Securities Department Heritage West Building 201 East Markham, 3rd Floor Little Rock, AR 72201-1692 (501) 324-9260 (501) 324-9268 (fax)

California

Commissioner Department of Corporations 3700 Wilshire Boulevard, Suite 600 Los Angeles, CA 90010-3001 (213) 736-2741 (213) 736-3593 (fax)

Colorado

Mr. Philip A. Feigin Securities Commissioner Division of Securities 1580 Lincoln, Suite 420 Denver, CO 80203 (303) 894-2320

Connecticut

Mr. Ralph M. Shulansky Banking Commissioner Department of Banking 44 Capitol Avenue Hartford, CT 06106 (203) 566-4560 (203) 566-8382 (fax)

Delaware

Mr. Richard W. Hubbard Securities Commissioner Department of Justice Division of Securities State Office Building 820 N. French Street, 8th Floor Wilmington, DE 19801 (302) 577-2515 (302) 655-0576 (fax)

District of Columbia

Mr. James F. Whitescarver, Jr. Director of Securities D.C. Securities Commission 450 5th Street, N.W., Suite 821 Washington, D.C. 20001 (202) 626-5105

Florida

Mr. Gerald Lewis Office of Comptroller Department of Banking and Finance State of Florida The Capitol Tallahassee, FL 32399-0350 (904) 488-9805 1 (800) 438-5326 (toll free in Florida) (904) 681-2428 (fax)

Georgia

Mr. Max Cleland Secretary of State Office of the Secretary of State Division of Business Services and Regulation Two Martin Luther King, Jr. Drive Suite 315, West Tower Atlanta, GA 30334 (404) 656-2894 (404) 651-9059 (fax)

Hawaii

Ms. Lynn Y. Wakatsuki Commissioner of Securities Department of Commerce and Consumer Affairs P.O. Box 40 Honolulu, HI 96810 (808) 586-2744 (808) 586-2740 (Securities Enforcement Unit) (808) 586-2733 (fax)

Idaho

Mr. Belton J. Patty, Director Department of Finance Mr. R. Wayne Klein, Bureau Chief Securities Bureau 700 West State Street Statehouse Maiil Boise, ID 83720-2700 (208) 334-3684 (208) 334-2216 (fax)

Illinois

Director Illinois Securities Department Office of Secretary of State George H. Ryan 900 South Spring Street Springfield, IL 62704 (217) 782-2256 1 (800) 628-7937 (toll free)

Indiana

Mr. Stephan L. Hodge Securities Commissioner Office of the Secretary of State Securities Division 302 West Washington, Room E-111 Indianapolis, IN 46204 (317) 232-6681 1 (800) 223-8791 (toll free) (317) 233-3675 (FAX)

Iowa

Enforcement Section Securities Bureau Lucas State Office Building 2nd Floor Des Moines, IA 50319 (515) 281-4441

Kansas

Mr. James W. Parrish Securities Commissioner Office of the Securities Commissioner 618 South Kansas Avenue, 2nd Floor Topeka, KA 66603-3804 (913) 296-3307 (913) 296-6872 (fax)

Kentucky

Mr. Edward B. Hatchett, Jr. Commissioner of Financial Institutions 477 Versailles Road Frankfort, KY 40601-3868 (502) 564-3390 (502) 564-8787 (fax)

Lousiana

Mr. Harry C. Stansbury Deputy Commissioner of Securities Securities Commission Energy Centre 1100 Poydras Street, Suite 2250 New Orleans, LA 70163 (504) 568-5515

Maine

Mr. Stephen L. Diamond Securities Administrator Department of Professional and Financial Regulation Bureau of Banking Securities Division State House Station 121 Augusta, ME 04333 (207) 582-8760

Maryland

Mr. Robert N. McDonald Securities Commissioner Office of the Attorney General Division of Securities 200 Saint Paul Place, 20th Floor Baltimore, MD 21202-2020 (410) 576-6360 (410) 576-6372 (TDD) (410) 576-6532 (FAX)

Massachusetts

Mr. Michael Joseph Connolly Secretary of the Commonwealth Securities Division One Ashburton Place, Room 1701 Boston, MA 02108 (617) 727-3548

Michigan

Mr. Carl L. Tyson, Director Corporation & Securities Bureau Department of Commerce 6546 Mercantile Way P.O. Box 30222 Lansing, MI 48909 (517) 334-6212 (517) 334-6155 (fax)

Minnesota

Mr. James E. Ulland Commissioner of Commerce Department of Commerce 133 East Seventh Street St. Paul, MN 55101 (612) 296-4026 (612) 296-4328 (fax)

Mississippi

Ms. Susan A. Shands Assistant Secretary of State Securities and Business Services Division P.O. Box 136 Jackson, MS 39205 or 202 North Congress Street Suite 601 Jackson, MS 39201 (601) 359-6371 (601) 359-2894 (fax)

Missouri

Ms. Judith K. Moriarty Secretary of State Office of the Secretary of State Box 1276 Jefferson City, MO 65102 (314) 751-4136 1 (800) 721-7996 (toll free) (314) 526-3124 (fax)

Montana

Mr. Mark O'Keefe State Auditor & Securities Commissioner Office of the State Auditor Securities Department P.O. Box 4009 Helena, MT 59604 (406) 444-2040

Nebraska

Mr. Jack Herstein Assistant Director Department of Banking & Finance Bureau of Securities P.O. Box 95006 Lincoln, NE 68509-5006 (402) 471-3445

Nevada

Mr. Donald J. Reis Deputy Secretary of State Office of the Secretary of State Securities Division 1771 E. Flamingo Road, Suite 212B Las Vegas, NV 89158 (702) 486-6440 1 (800) 758-6440 (toll free in NV) (702) 486-6408 (FAX)

New Hampshire

Mr. Peter C. Hildreth Director of Securities Bureau of Securities Regulation Department of State State House, Room 204 Concord, NH 03301-4989 (603) 271-1463 (603) 224-1427 (fax) (603 225-4033 (TTY/TDD Relay)

New Jersey

Mr. A. Jared Silverman Bureau Chief Department of Law and Public Safety Division of Consumer Affairs Bureau of Securities P.O. Box 47029 Newark, NJ 07101 (201) 504-3600 (201) 504-3601 (fax)

New Mexico

Ms. Nancy M. Smith, Director Regulation & Licensing Department Securities Division 725 St. Michaels Drive Santa Fe, NM 87501 (505) 827-7140 (general information) (505) 984-0617 (fax)

New York

Mr. Robert Abrams Attorney General Department of Law Bureau of Investor Protection and Securities 120 Broadway, 23rd Floor New York, NY 10271 (212) 416-8200 (212) 416-8816 (fax)

North Carolina

Mr. Rufus L. Edmisten Secretary of State Department of the Secretary of State Securities Division 300 North Salisbury Street, Suite 100 Raleigh, NC 27603-5909 (919) 733-3924 (919) 821-0818 (fax)

North Dakota

Ms. Nancy Lewis Office of the Securities Commissioner 600 East Boulevard Bismarck, ND 58505-0510 (701) 224-2910 1 (800) 297-5124 (toll free) (701) 255-3113 (fax)

Ohio

Mr. Mark V. Holderman Commissioner Division of Securities 77 South High Street, 22nd Floor Columbus, OH 43215 (614) 644-7381 (614) 466-3316 (fax)

Oklahoma

Mr. Irving L. Faught Administrator Department of Securities Journal Record Building 621 N. Robinson, Suite 400 Oklahoma City, OK 73102 (405) 235-0230 (405) 235-0579 (fax)

Oregon

Mr. Kerry E. Barnett Department of Consumer and Business Services Division of Finance & Corporate Securities 21 Labor & Industries Building Salem, OR 97310 (503) 378-4387 (Corporate Securities Section) (503) 378-4140 (Finance Section) (503) 378-4178 (fax)

Pennsylvania

Mr. Robert M. Lam, Chairman Securities Commission Eastgate Office Building 1010 North 7th Street, 2nd Floor Harrisburg, PA 17102-1410 (717) 787-8061 1 (800) 654-5984 (toll free-TDD/AT&T Relay Center) (717) 783-5122 (fax)

Puerto Rico

Mr. Hector M. Mayol, Jr. Commissioner Office of the Commissioner of Financial Institutions Securities Division Centro Europa Building Suite 600 1492 Ponce de Leon Avenue San Juan, PR 00907-4127 (809) 723-3131 (809) 723-3857 (FAX)

Mr. Juan Rivera Reyes Assistant Securities Commissioner (809) 723-8359 (809) 723-8403

Mr. Felipe B. Cruz Associate Director Securities (809) 723-8445 (Hot Line)

Rhode Island

Ms. Linda M. Cohen Associate Director and Superintendent of Securities Department of Business Regulation 233 Richmond Street, Suite 232 Providence, RI 02903-4232 (401) 277-3048 (401) 273-5202 (fax)

South Carolina

Mr. Jim Miles Secretary of State & Securities Commissioner Department of State Securities Division 1205 Pendleton Street, Suite 501 Columbia, SC 29201 (803) 734-1087 (803) 252-5524 (fax)

South Dakota

Mr. Gail Sheppick Enforcement Director Division of Securities 118 West Capitol Avenue Pierre, SD 57501-2080 (605) 773-4823 (605) 773-5953 (fax)

Tennessee

Mr. Kenneth T. McClellan Assistant Commissioner Department of Commerce and Insurance Securities Division Volunteer Plaza, Suite 680 500 James Robertson Parkway Nashville, TN 37243-0485 (615) 741-2947 (615) 259-9222 (FAX) (615) 741-4000 (fax)

Texas

Ms. Denise Voigt Crawford Securities Commissioner State Securities Board P.O. Box 13167 Austin, TX 78711-3167 (512) 474-2233 (512) 479-8971 (fax)

Utah

Mr. Mark J. Griffin Director, Securities Division Department of Commerce P.O. Box 45808 Salt Lake City, UT 84145-0808 (801) 530-6600 (801) 530-6980 (fax)

Vermont

Mr. Richard S. Cortese Deputy Commissioner Department of Banking, Insurance & Securities Securities Division 89 Main Street, Drawer 20 Montpelier, VT 05620-3101 (802) 828-3420

Virginia

Mr. Lewis W. Brothers, Jr. Director State Corporation Commission Division of Securities & Retail Franchising P.O. Box 1197 Richmond, VA 23209 (804) 371-9051 1 (800) 552-7945 (toll free in VA) (804) 371-9911 (fax)

Washington

Ms. Deborah Bortner Assistant Administrator Department of Financial Institutions Securities Division P.O. Box 9033 Olympia, WA 98507-9033 (206) 753-6928 (206) 664-8126 (TDD) (206) 586-5068 (fax)

West Virginia

Mr. Glenn M. Nichols Executive Director of Securities State Auditor's Office Securities Division State Capitol Building 1900 Kanawha Boulevard East Room 118-West Charleston, WV 25305 (304) 558-2257 (304) 344-2229 (fax)

Wisconsin

Mr. Daniel J. Eastman Commissioner Office of the Commissioner of Securities P.O. Box 1768 Madison, WI 53702-1768 (608) 266-3431 (608) 256-1259 (fax)

Wyoming

Ms. Kathy Karpan Secretary of State & Securities Commissioner Securities Division State Capitol Building Cheyenne, WY 82002-0020 (307) 777-7370

State Utility Commissions

State utility commissions regulate consumer service and rates for gas, electricity and a variety of other services within your state. These services include rates for telephone calls and moving household goods. In some states, the utility commissions regulate water and transportation rates. Rates for utilities and services provided between states are regulated by the Federal government.

Many utility commissions handle consumer complaints. Sometimes, if a number of complaints are received about the same utility matter, they will conduct investigations.

Alabama Mr. James Sullivan President Public Service Commission P.O. Box 991 Montgomery, AL 36101-0991 (205) 242-5207 1 (800) 392-8050 (toll free in AL)

Alaska Mr. Robert A. Lohr Executive Director Alaska Public Utilities Commission 1016 West 6th Avenue Suite 400 Anchorage, AK 99501 (907) 276-6222 (907) 276-0160 (FAX)

Arizona Mr. Renz Jennings Commissioner Corporation Commission 1200 West Washington Street Phoenix, AZ 85007 (602) 542-3935 (602) 255-2105 (TDD) 1 (800) 222-7000 (toll free in AZ)

Arkansas Mr. Sam I. Bratton, Jr. Chairman Public Service Commission P.O. Box 400 Little Rock, AR 72203-0400 (501) 682-1453 1 (800) 482-1164 (toll free in AR-complaints)

California Mr. Daniel Wm. Fessler President Public Utilities Commission 505 Van Ness Avenue Room 5218 San Francisco, CA 94102 (415) 703-3703 (415) 703-2032 (TDD) 1 (800) 649-7570 (toll free in CA-complaints)

Colorado Mr. Robert E. Temmer Chairman Public Utilities Commission 1580 Logan Street Logan Tower--Office Level 2 Denver, CO 80203 (303) 894-2021 1 (800) 888-0170 (toll free in CO)

Connecticut Mr. Clifton Leonhardt Chairperson Department of Public Utility Control 1 Central Park Plaza New Britain, CT 06051 (203) 827-1553 1 (800) 382-4586 (toll free in CT)

Delaware Ms. Nancy M. Norling Chairman Public Service Commission 1560 South DuPont Highway P.O. Box 457 Dover, DE 19903 (302) 739-4247 1 (800) 282-8574 (toll free in DE)

District of Columbia Mr. Howard C. Davenport Chairperson Public Service Commission 450 Fifth Street, N.W. Suite 800 Washington, DC 20001 (202) 626-5110

Florida Mr. J. Terry Deason Chairman Public Service Commission 101 East Gaines Street Tallahassee, FL 32399-0850 (904) 488-7238 1 (800) 342-3552 (toll free in FL)

Georgia Mr. Bob Durden Commissioner Public Service Commission 244 Washington Street, S.W. Atlanta, GA 30334 (404) 656-4512 1 (800) 282-5813 (toll free in GA)

Hawaii Mr. Yukio Naito Chairman Public Utilities Commission 465 South King Street Room 103 Honolulu, HI 96813 (808) 586-2020

Idaho Ms. Marsha H. Smith President Public Utilities Commission State House Boise, ID 83720 (208) 334-3912

Illinois Ms. Ellen C. Craig Chairman Illinois Commerce Commission 527 East Capitol Avenue P.O. Box 19280 Springfield, IL 62794-9280 (217) 782-7907 (217) 782-7434 (TDD)

Indiana Mr. James Monk Chairman Utility Regulatory Commission E306 IGC South Indianapolis, IN 46204 (317) 232-2701

Iowa Mr. Dennis J. Nagel Chairman, Iowa Utilities Board Lucas State Office Building 5th Floor Des Moines, IA 50319 (515) 281-5979

Kansas Mr. Jim Robinson, Chairman State Corporation Commission 1500 SW Arrowhead Road Topeka, KS 66604-4027 (913) 271-3166 1 (800) 662-0027 (toll free in KS)

Kentucky Mr. George E. Overbey, Jr. Chairman Public Service Commission 730 Schenkel Lane P.O. Box 615 Frankfort, KY 40602 (502) 564-3940

Louisiana Ms. Irma Muse Dixon Public Service Commissioner P.O. Box 91154 Baton Rouge, LA 70821-9154 (504) 342-6687 1 (800) 256-2413 (toll free in LA)

Maine Mr. Thomas C. Welch Chairman Public Utilities Commission State House Station 18 Augusta, ME 04333 (207) 289-3831 1 (800) 452-4699 (toll free in ME)

Maryland Mr. Frank B. Fulton, Jr. Director of Consumer Assistance Public Service Commission 231 East Baltimore Street Baltimore, MD 21202 (410) 333-6000 1 (800) 492-0474 (toll free in MD)

Massachusetts Mr. Kenneth Gordon Chairman Department of Public Utilities 100 Cambridge Street 12th Floor Boston, MA 02202 (617) 727-3500

Michigan Mr. Steven Fetter Chairperson Public Service Commission 6545 Mercantile Way P.O. Box 30221 Lansing, MI 48909 (517) 334-6445 1 (800) 292-9555 (toll free in MI 1 (800) 443-8926 (toll free TDD in MI)

Minnesota Mr. Don Storm, Chairman Public Utilities Commission 121 Seventh Place East Suite 350 St. Paul, MN 55101-2147 (612) 296-7124 (612) 297-1200 (TDD) 1 (800) 657-3782 (toll free in MN)

Mississippi Mr. Neilson Cochran Chairman Public Service Commission P.O. Box 1174 Jackson, MS 39215 (601) 961-5400 Northern District 1 (800) 356-6428 (toll free in MS) Central District 1 (800) 356-6430 (toll free in MS) Southern District 1 (800) 356-6429 (toll free in MS)

Missouri Mr. Allan G. Mueller Chairman Public Service Commission P.O. Box 360 Jefferson City, MO 65102 (314) 751-3243 1 (800) 392-4211 (toll free in MO)

Montana Mr. Bob Anderson Chairman Public Service Commission 2701 Prospect Avenue P.O. Box 202601 Helena, MT 59620-2601 (406) 444-6199

Nebraska Mr. Frank Landis Chairman Public Service Commission 300 The Atrium 1200 "N" Street Lincoln, NE 68508 or P.O. Box 94927 Lincoln, NE 68509-4927 (402) 471-3101 1 (800) 526-0017 (toll free in NE)

Nevada Mr. John F. Mendoza Chairman Public Service Commission 4045 S. Spencer St. Suite A-44 Las Vegas, NV 89119 (702) 486-6550

New Hampshire Mr. Douglas L. Patch Chairman Public Utilities Commission 8 Old Suncook Road Building No. 1 Concord, NH 03301 (603) 271-2431 1 (800) 852-3793 (toll free in NH)

New Jersey Mr. Edward H. Salmon Chairman Mr. Jeremiah F. O'Connor Commissioner Ms. Carmen J. Armenti Commissioner Board of Public Utilities Two Gateway Center Newark, NJ 07102 (201) 648-2027 (201) 648-7983 (TDD) 1 (800) 621-0241 (toll free in NJ)

New Mexico Mr. Lawrence B. Ingram Chairman New Mexico Public Utility Commission Marian Hall 224 East Palace Avenue Sante Fe, NM 87501-2013 (505) 827-6940

New York Mr. Peter A. Bradford Chairman Public Service Commission 3 Empire State Plaza Albany, NY 12223 (518) 474-5527 1 (800) 342-3377 (toll free in NY-complaints) 1 (800) 342-3355 (toll free in NY-emergency service cutoff, 7:30 a.m.-7:30 p.m. Monday-Friday)

North Carolina Mr. William Redman Chairman Utilities Commission P.O. Box 29510 Raleigh, NC 27626-0510 (919) 733-4249 (919) 733-9277 (consumer services and complaints)

North Dakota Mr. Leo Reinbold President Public Service Commission State Capitol Building Bismarck, ND 58505-0480 (701) 224-2400

Ohio Mr. Craig A. Glazer Chairman Public Utilities Commission 180 East Broad Street Columbus, OH 43266-0573 (614) 466-3292 (614) 466-8180 (TDD) 1 (800) 686-7826 (toll free in OH-consumer services) 1 (800) 686-1570 (toll free TDD in OH)

Oklahoma Mr. J. C. Watts Chairman Corporation Commission Jim Thorpe Office Building 2101 Lincoln Boulevard Oklahoma City, OK 73105 (405) 521-2264 1 (800) 522-8154 (toll free in OK)

Oregon Mr. Ron Eachus, Chairman Public Utility Commission 550 Capitol St. NE Salem, OR 97310-1380 (503) 378-6611 1 (800) 522-2404 (toll free in OR)

Pennsylvania Mr. David W. Rolka Chairman Public Utility Commission P.O. Box 3265 Harrisburg, PA 17120 (717) 787-4301 1 (800) 782-1110 (toll free in PA)

Puerto Rico Lda. Nydia E. Rodriguez Martinez Chairman Public Service Commission Call Box 870 Hato Rey, PR 00919-0870 (809) 758-6264

Rhode Island Mr. James J. Malachowski Chairman Public Utilities Commission 100 Orange Street Providence, RI 02903 (401) 277-3500 (voice/TDD) 1 (800) 341-1000 (toll free in RI)

South Carolina Mr. Henry G. Yonce Chairman Public Service Commission P.O. Drawer 11649 Columbia, SC 29211 (803) 737-5270 1 (800) 922-1531 (toll free in SC)

South Dakota Mr. Laska Schoenfelder Chairman Public Utilities Commission 500 East Capitol Avenue Pierre, SD 57501-5070 (605) 773-3201 1 (800) 332-1782 (toll free in SD)

Tennessee Mr. Frank D. Cochran Chairman Public Service Commission 460 James Robertson Parkway Nashville, TN 37243-0505 (615) 741-3125 1 (800) 342-8359 (toll free voice/TDD in TN)

Texas Mr. Robert W. Gee Chairman Public Utility Commission 7800 Shoal Creek Boulevard Suite 400N Austin, TX 78757 (512) 458-0100 (512) 458-0221 (TDD)

Utah Mr. Stephen F. Mecham Chairman Public Service Commission 160 East 300 South Salt Lake City, UT 84111 (801) 530-6716 (801) 530-6706 (TDD)

Vermont Mr. Richard H. Cowart Chairman Vermont Public Service Board 89 Main Street, Drawer 20 Montpelier, VT 05620-2701 (802) 828-2358

Virgin Islands Mr. Andrew Rutnik Chairman Public Services Commission P.O. Box 40 Charlotte Amalie St. Thomas, VI 00804 (809) 776-1291 (809) 774-4971 (FAX)

Virginia Mr. Theodore V. Morrison Jr. Chairman State Corporation Commission P.O. Box 1197 Richmond, VA 23209 (804) 371-9208 1 (800) 552-7945 (toll free in VA)

Washington Ms. Sharon Nelson Chairman Utilities and Transportation Commission P.O. Box 47250 Olympia, WA 98504-7250 (206) 753-6423 1 (800) 562-6150 (toll free in WA)

West Virginia Mr. Boyce Griffith Chairman Public Service Commission P.O. Box 812 Charleston, WV 25323 (304) 340-0300 1 (800) 344-5113 (toll free in WV)

Wisconsin Ms. Cheryl L. Parrino Chairman Public Service Commission 4802 Sheboygan Avenue (53702) P.O. Box 7854 Madison, WI 53707-7854 (608) 266-2001

Wyoming Mr. Bil Tucker Chairman Public Service Commission 700 West 21st Street Cheyenne, WY 82002 (307) 777-7427 (307) 777-5700 (FAX)

State Vocational and Rehabilitation Agencies

State vocational and rehabilitation agencies coordinate and provide a number of services for disabled persons. These services can include counseling, evaluation, training and job placement. There are also services for the sight and hearing impaired. For more information, call or write the office nearest you.

Alabama Ms. Lamona H. Lucas Director Division of Rehabilitation Services P.O. Box 11586 Montgomery, AL 36111-0586 (205) 281-8780

Alaska Mr. Keith J. Anderson, Director Division of Vocational Rehabilitation 801 W. 10th St., Suite 200 Juneau, AK 99801-1894 (907) 465-2814 (Voice/TDD)

American Samoa Mr. Peter Galeai Director Vocational Rehabilitation Department of Manpower Resources Pago Pago, AS 96799 011 (684) 633-2336

Arizona Mr. Roger J. Hodges Administrator Rehabilitation Services Administration (930A) 1789 West Jefferson, 2nd Floor N.W. Phoenix, AZ 85007 (602) 542-3332 (602) 542-6049 (voice/TDD)

Arkansas

Mr. Bobby C. Simpson Director Arkansas Rehabilitation Services Division of Vocational & Technical Education Dept. of Education P.O. Box 3781 Little Rock, AR 72203 (501) 682-6709 (501) 682-6669 (TDD) (501) 682-6484 (FAX)

Mr. James C. Hudson Director Division of Services for the Blind Department of Human Services P.O. Box 3237 Little Rock, AR 72203 (501) 324-9270

California Mr. William Tainter Director Department of Rehabilitation 830 K Street Mall Sacramento, CA 95814 (916) 445-3971 (voice/TDD)

Colorado Mr. Anthony Francavilla Manager Rehabilitation Services 1575 Sherman Street, 4th Floor Denver, CO 80203-1714 (303) 866-2866 (voice/TDD)

Connecticut

Mr. Richard Carlson Chief Division of Client Services State Department of Human Resources Bureau of Rehabilitation Services 10 Griffin Road North Windsor, CT 06095 (203) 298-2000 1 (800) 537-2549 (toll free in CT)

Mr. George Precourt Executive Director Board of Education and Services for the Blind 170 Ridge Road Wethersfield, CT 06109 (203) 566-5800 (203) 249-8525 1 (800) 842-4510 (toll free in CT)

Delaware

Ms. Michelle Pointer Director Division of Vocational Rehabilitation Delaware Elwyn Institutes 321 East 11th Street, 4th Floor Wilmington, DE 19801 (302) 577-2851 (voice/TDD)

Ms. Diane L. Post Director Division for the Visually Impaired Department of Health and Social Services 1901 N. DuPont Hwy. New Castle, DE 19720 (302) 577-4731

District of Columbia Ms. Ruth Royall Hill Administrator D.C. Rehabilitation Services Administration Department of Human Services 605 G Street N.W., Suite 1111 Washington, DC 20001 (202) 727-3227 (202) 727-3227 (TDD)

Florida

Jay E. Yourist, Ph.D. Director Division of Vocational Rehabilitation Department of Labor and Employment Security 1709 "A" Mahan Drive Tallahassee, FL 32399-0696 (904) 488-6210 (904) 488-2867 (voice/TDD)

Director Division of Blind Services Department of Education 2540 Executive Center Circle West Douglas Building, Room 203 Tallahassee, FL 32399 (904) 488-1330 (voice/TDD) 1 (800) 342-1828 (toll free in FL)

Georgia Ms. Yvonne Johnson Director Division of Rehabilitation Services Department of Human Resources 878 Peachtree Street, N.E. Room 706 Atlanta, GA 30309 (404) 894-6670 (404) 894-8558 (voice/TDD) 1 (800) 822-9727 (toll free in GA)

Guam Mr. Norbert Ungacta Acting Director Department of Vocational Rehabilitation 122 Harmon Plaza, Room B201 Harmon Industrial Park, GU 96911 011 (671) 646-9468

Hawaii Mr. Neil Shim Administrator Division of Vocational Rehabilitation and Services for the Blind Department of Human Services P.O. Box 339 Honolulu, HI 96809 (808) 586-5355 1 (800) 586-5366 (toll free in HI)

Idaho

Mr. George Pelletier, Jr. Administrator Division of Vocational Rehabilitation Len B. Jordan Building, Room 150 650 West State Boise, ID 83720-3650 (208) 334-3390 (208) 334-3205 (voice/TDD)

Mr. Edward McHugh Administrator Idaho Commission for the Blind 341 West Washington Boise, ID 83702 (208) 334-3220 1 (800) 542-8688 (toll free in ID)

Illinois Ms. Audrey McCrimon Director Department of Rehabilitation Services 623 East Adams Street Springfield, IL 62794 (217) 785-0218 (217) 782-5734 (TDD)

Indiana Mr. Bobby Conner Commissioner Department of Human Services 402 West Washington Street P.O. Box 7083 Indianapolis, IN 46207-7083 (317) 232-6500 (317) 232-1427 (TDD) 1 (800) 545-7763 (toll free in IN)

Iowa

Administrator Division of Vocational Rehabilitation Services Department of Education 510 East 12th Street Des Moines, IA 50319 (515) 281-4311 (voice/TDD)

Mr. R. Creig Slayton Director Department for the Blind 524 4th Street Des Moines, IA 50309 (515) 281-1333 1 (800) 362-2587 (toll free in IA)

Kansas Mr. Glen Yancey Commissioner Rehabilitation Services Department of Social and Rehabilitation Services 300 S.W. Oakley Biddle Building, 1st Floor Topeka, KS 66606 (913) 296-3911 (913) 296-7029 (TDD)

Kentucky

Mr. Sam Serraglio Commissioner Department of Vocational Rehabilitation Capital Plaza Tower, 9th Floor Frankfort, KY 40601 (502) 564-4566 (502) 564-4440 (voice/TDD) 1 (800) 372-7172 (toll free in KY)

Ms. Priscilla Rogers Director Department for the Blind Workforce Development Cabinet 427 Versailles Road Frankfort, KY 40601 (502) 564-4754

Louisiana Ms. May Nelson Director Louisiana Rehabilitation Services Department of Social Services P.O. Box 94371 Baton Rouge, LA 70804-9071 (504) 925-4168 (504) 925-4179 (voice/TDD)

Maine Ms. Pamela A. Tetley Director Bureau of Rehabilitation Department of Human Services 35 Anthony Avenue Augusta, ME 04333-0011 (207) 624-5300 (207) 626-5322 (voice/TDD)

Mariana Islands Mr. Manny Villagomez Chief Vocational Rehabilitation Division Commonwealth of Northern Mariana Islands P.O. Box 1521 SaiPan, Mariana Islands 96950 011 (670) 234-6538

Maryland Mr. James S. Jeffers Assistant State Superintendent Division of Rehabilitation Services State Department of Education 2301 Argonne Drive Baltimore, MD 21218 (410) 554-3276 (410) 554-3277 (TDD) (410) 554-FAXX (FAX)

Massachusetts

Mr. Charles Crawford Commissioner Commission for the Blind 88 Kingston Street Boston, MA 02111-2227 (617) 727-5550 1 (800) 392-6556 (toll free TDD in MA) 1 (800) 392-6450 (toll free voice in MA)

Mr. Elmer C. Bartels Commissioner Rehabilitation Commission 4 Point Place 27-43 Wormwood Street Boston, MA 02210 (617) 727-2172 (617) 727-9063 (TDD)

Michigan

Ivan Cotman, Ed.D. Deputy Superintendent for Direct Services Department of Education P.O. Box 30010 Lansing, MI 48909 (517) 373-3390 (517) 373-4035 (TDD)

Mr. Philip E. Peterson Executive Director Michigan Commission for the Blind Department of Labor 201 North Washington Square Lansing, MI 48909 (517) 373-2062 (517) 335-4592 (voice/TDD) (517) 373-4025 (voice/TDD) 1 (800) 292-4200 (toll free in MI)

Mr. Peter Griswold State Director Michigan Rehabilitation Services Department of Education P.O. Box 30010 Lansing, MI 48909 (517) 373-3391 (517) 373-4031 (voice/TDD) 1 (800) 292-5896 (toll free in MI)

Mr. Charles Jones State Director Disability Determination Service Department of Education P.O. Box 30011 Lansing, MI 48909 (517) 373-7830 1 (800) 366-3404 (toll free in MI)

Minnesota

Ms. Norena A. Hale Assistant Commissioner Department of Jobs and Training Division of Rehabilitation Services 390 North Robert Street 5th Floor St. Paul, MN 55101 (612) 296-1822 (612) 296-3900 (TDD)

Mr. Richard C. Davis Assistant Commissioner Services for the Blind 2200 University Avenue West #240 St. Paul, MN 55114-1840 (612) 642-0500 (612) 642-0506 (voice/TDD) 1 (800) 652-9000 (toll free in MN)

Mississippi

Mr. Joe Carballo Office Director Office of Vocational Rehabilitation for the Blind P.O. Box 4872 Jackson, MS 39296 (601) 936-0276

Dr. Nell C. Carney Executive Director Vocational Rehabilitation Division Department of Rehabilitation Services P.O. Box 22806 Jackson, MS 39225 (601) 936-0200 1 (800) 943-1000 (toll free in MS)

Missouri

Mr. Don L. Gann, Ed.D. Assistant Commissioner Division of Vocational Rehabilitation State Department of Education 2401 East McCarty Jefferson City, MO 65101 (314) 751-3251 (voice/TDD)

Mr. David S. Vogel Deputy Director Rehabilitation Services for the Blind Division of Family Services 619 East Capitol Jefferson City, MO 65101 (314) 751-4249

Montana Mr. Joe A. Mathews Administrator Department of Social and Rehabilitation Services Rehabilitative/Visual Services Divisions P.O. Box 4210 Helena, MT 59604 (406) 444-2590 (voice/TDD)

Nebraska

Jason D. Andrew, Ph.D. Associate Commissioner Division of Rehabilitation Services State Department of Education P.O. Box 94987 Lincoln, NE 68509 (402) 471-3649 (402) 471-3659 (voice/TDD)

James S. Nyman, Ph.D. Director Services for the Visually Impaired Department of Public Institutions 4600 Valley Road Lincoln, NE 68510 (402) 471-2891 (voice/TDD)

Nevada Mr. Stephen A. Shaw Administrator Department of Human Resources Rehabilitation Division 505 East King Street Room 502 Carson City, NV 89710 (702) 687-4440 (voice/TDD)

New Hampshire Mr. Bruce A. Archambault Director Division of Vocational Rehabilitation State Department of Education 78 Regional Drive Concord, NH 03301 (603) 271-3800 (603) 271-3471 (voice/TDD)

New Jersey

Mrs. Jamie Casabianca Hilton Executive Director New Jersey Commission for the Blind and Visually Impaired P.O. Box 47017 153 Halsey Street, 6th Floor Newark, NJ 07101 (201) 648-2324 (201) 648-4559 (TDD) (201) 648-6276 (voice/TDD) 1 (800) 962-1233 (toll free in NJ)(voice/TDD)

Mr. Thomas G. Jennings Director Division of Vocational Rehabilitation Services Labor Building CN 398-Room 612 Trenton, NJ 08625-0398 (609) 292-5987 (609) 292-2919 (voice/TDD)

New Mexico Mr. Andy Winnigar Director Department of Education Division of Vocational Rehabilitation 435 St. Michaels Dr. Bldg. D Santa Fe, NM 87505 (505) 827-3500 (voice/TDD) 1 (800) 235-5387 (toll free-complaints)

New York

Mr. Lawrence C. Gloeckler Deputy Commissioner Office of Vocational and Educational Services for Individuals with Disabilities New York State Education Department One Commerce Plaza Room 1606 Albany, NY 12234 (518) 474-2714 (518) 486-3773 (TDD) 1 (800) 222-JOBS (toll free in NY-employment hotline)

Mr. Eugene Luini Acting Director State Department of Social Services Commission for the Blind and Visually Handicapped 10 Eyck Office Building 40 North Pearl Street Albany, NY 12243 (518) 473-1801 1 (800) 342-3715 (toll free in NY)

North Carolina

Mr. Claude A. Myer Director Division of Vocational Rehabilitation Services Department of Human Resources State Office P.O. Box 26053 Raleigh, NC 27611 (919) 733-3364 (919) 733-5924 (voice/TDD)

Mr. Herman O. Gruber Director Division of Services for the Blind Department of Human Resources 309 Ashe Avenue Raleigh, NC 27606 (919) 733-9822 (919) 733-9700 (voice/TDD)

North Dakota Mr. Gene Hysjulien Associate Director Office of Vocational Rehabilitation Department of Human Services 400 E. Broadway, Suite 303 State Capitol Building Bismarck, ND 58501 (701) 224-3999 1 (800) 755-2745 (toll free in ND)

Ohio Mr. Robert L. Rabe Administrator Rehabilitation Services Commission 400 East Campus View Boulevard Columbus, OH 43235-4604 (614) 438-1210 (voice/TDD) 1 (800) 282-4536, ext. 1210 (toll free in OH)

Oklahoma Mr. Jerry Dunlap Administrator Division of Rehabilitation Services Department of Human Services P.O. Box 25352 Oklahoma City, OK 73125 (405) 424-6647 (405) 424-2794 (voice/TDD)

Oregon

Mr. Charles Young Administrator Commission for the Blind 535 S.E. 12th Avenue Portland, OR 97214 (503) 731-3221 (voice) (503) 731-3224 (TDD)

Mr. Joil Southwell Administrator Division of Vocational Rehabilitation Department of Human Resources Human Resources Bldg. 500 Summer St. NE Salem, OR 97310-1018 (503) 378-3830 (voice) (503) 378-3933 (TDD)

Pennsylvania

Mr. Gil Selders Executive Director Office of Vocational Rehabilitation Labor and Industry Building 7th and Forster Streets Harrisburg, PA 17120 (717) 787-5244 (717) 783-8917 (voice/TDD) 1 (800) 442-6351 (toll free in PA)

Mr. Norman E. Witman Director Bureau of Blindness and Visual Services Department of Public Welfare P.O. Box 2675 Harrisburg, PA 17105-2675 (717) 787-6176 (717) 787-6280 (voice/TDD) 1 (800) 622-2842 (toll free in PA)

Puerto Rico Miguel A. Verdiales Assistant Secretary for Vocational Rehabilitation Department of Social Services Vocational Rehabilitation Program P.O. Box 1118, Building 10 Hato Rey, PR 00919 (809) 725-1792

Rhode Island

Mr. William Messore Administrator Department of Human Services Division of Community Services Office of Rehabilitation Services 40 Fountain Street Providence, RI 02903-1898 (401) 421-7005 (401) 421-7016 (TDD)

Mr. Thomas J. Thompson Assistant Administrator Office of Rehabilitation Services Services for the Blind and Visually Impaired Department of Human Services 275 Westminister Street Providence, RI 02903 (401) 277-2300 (401) 277-3010 (voice/TDD) 1 (800) 752-8088 (toll free in RI)

South Carolina

Mr. Donald Gist Commissioner Commission for the Blind 1430 Confederate Avenue Columbia, SC 29201 (803) 734-7522 1 (800) 922-2222 (toll free in SC)

Mr. Joseph S. Dusenbury Commissioner Vocational Rehabilitation Department 1410 Boston Avenue P.O. Box 15 West Columbia, SC 29171 (803) 822-4300 (803) 822-5313 (voice/TDD)

South Dakota

Mr. David L. Miller Division Director Division of Rehabilitation Services Department of Human Services East Highway 34, Hillsview Plaza c/o 500 E. Capitol Pierre, SD 57501-5070 (605) 773-3195(voice/TDD)

Mr. Grady Kickul Division Director Division of Service to the Blind and Visually Impaired East Highway 34 c/o 500 E. Capitol Pierre, SD 57501-5070 (605) 773-4644 (605) 773-4544 (TDD)

Tennessee Ms. Patsy Mathews Assistant Commissioner Rehabilitation Services Department of Human Services Citizens Plaza State Office Bldg. 15th Floor 400 Deaderick Street Nashville, TN 37248-0060 (615) 741-2019 (voice/TDD)

Texas

Mr. Vernon M. Arrell Commissioner Rehabilitation Commission 4900 North Lamar Austin, TX 78751 (512) 483-4001 1 (800) 332-0913 (voice)

Mr. Pat D. Westbrook Executive Director Texas Commission for the Blind P.O. Box 12866 Capitol Station Austin, TX 78711 (512) 459-2500 (512) 459-2608 (voice/TDD) 1 (800) 252-5204 (toll free in TX) (voice/TDD)

Utah

Blaine Petersen, Ed.D. Executive Director Utah State Office of Rehabilitation 250 East Fifth South Salt Lake City, UT 84111 (801) 538-7530 (voice/TDD)

Mr. William G. Gibson Director Services for the Visually Handicapped State Office of Rehabilitation 309 East First South Salt Lake City, UT 84111 (801) 533-9393 1 (800) 284-1823

Vermont

Ms. Diane Dalmasse, Director Vocational Rehabilitation Division 103 South Main Street Waterbury, VT 05671-2303 (802) 241-2189 (voice/TDD)

Mr. David Mentasti Director Division for the Blind and Visually Impaired 103 South Main Street Waterbury, VT 05676 (802) 241-2211

Virgin Islands Ms. Sedonie Halbert Administrator Division for Disabilities and Rehabilitation Services Virgin Islands Department of Human Services Knud Hansen Complex St. Thomas, VI 00802 (809) 774-0930

Virginia

Ms. Susan Urofsky Commissioner Department of Rehabilitative Services 4901 Fitzhugh Avenue P.O. Box 11045 Richmond, VA 23230 (804) 367-0316 (804) 367-0315 (voice/TDD) 1 (800) 552-5019 (toll free in VA)

Mr. Donald Cox, Commissioner Department for the Visually Handicapped 397 Azalea Avenue Richmond, VA 23227 (804) 371-3140 (voice/TDD) 1 (800) 622-2155 (toll free in VA)

Washington

Ms. Jeanne Munro Director Division of Vocational Rehabilitation Department of Social and Health Services P.O. Box 45340 Olympia, WA 98504-5340 (206) 438-8000 (voice/TDD) 1 (800) 637-5627 (toll free in WA)

Ms. Shirley Smith Director Department of Services for the Blind 521 East Legion Way P.O. Box 40933 Olympia, WA 98504-0933 (206) 586-1224 (206) 586-6437 (TDD)

West Virginia Mr. John Panza Director Division of Rehabilitation Services State Board of Rehabilitation P.O. Box 50890 State Capitol Complex Charleston, WV 25305-0890 (304) 766-4600 (304) 766-4970 (voice/TDD) 1 (800) 642-3021 (toll free in WV)

Wisconsin Ms. Judy R. Norman-Nunnery, Ph.D. Administrator Division of Vocational Rehabilitation Department of Health and Social Services 1 West Wilson, 8th Floor Madison, WI 53707-7852 (608) 266-5466 (608) 266-1281 (voice/TDD) 1 (800) 362-1290 (toll free in WI)

Wyoming Mr. Gary W. Child Administrator Division of Vocational Rehabilitation Department of Employment 1 East Herschler Building Cheyenne, WY 82002 (307) 777-7385 (307) 777-7389 (voice/TDD)

State Weights and Measures Offices

State weights and measures offices enforce laws and regulations about the labeling, weight, measure or count of such packaged items as food and household products. These offices also check the accuracy of weighing and measuring devices, for example, supermarket scales, gasoline pumps, taxicab meters and rental car odometers.

Some city and county offices have weights and measures functions, in addition to the state offices listed below. Contact the state office for the appropriate weights and measures office or check your local telephone directory under the government listings for your local weights and measures office. The office might be listed under either the city or county bureau of standards, agriculture or consumer protection.

Alabama Mr. Don E. Stagg Director Weights and Measures Division Department of Agriculture P.O. Box 3336 Montgomery, AL 36109-0336 (205) 242-2614 1 (800) 321-0018 (toll free in AL)

Alaska Mr. Edward Moses Director Mr. Aves D. Thompson Chief Inspector Weights and Measures Department of Commerce and Economic Development Division of Measurement Standards 12050 Industry Way Huffman Business Park Building O Anchorage, AK 99515 (907) 345-7750 1 (800) 478-7636 (toll free in AK)

Arizona Mr. John U. Hays Director Department of Weights and Measures 9535 E. Doubletree Ranch Road Scottsdale, AZ 85250 (602) 255-5211

Arkansas Mr. James M. Hile Director Bureau of Standards 4608 West 61st Street Little Rock, AR 72209 (501) 324-9681

California Mr. Darrell A. Guensler Assistant Director Division of Measurement Standards Department of Food and Agriculture 8500 Fruitridge Road Sacramento, CA 95826 (916) 387-4241

Colorado Mr. David Wallace Chief Measurements Standards Section Department of Agriculture 3125 Wyandot Street Denver, CO 80211 (303) 866-2845

Connecticut Mr. Allan M. Nelson Director Weights and Measures Division Department of Consumer Protection State Office Building Room A-29 165 Capitol Avenue Hartford, CT 06106 (203) 566-5230

Delaware Administrator - William Lagemann Office of Weights and Measures Department of Agriculture 2320 South DuPont Highway Dover, DE 19901-9999 (302) 739-4811 1 (800) 282-8685 (Delaware only)

District of Columbia Mr. Jeffrey Mason, Lead Inspector Weights and Measures Market Branch Department of Consumer and Regulatory Affairs 1110 U Street, S.E. Washington, DC 20020 (202) 767-7923

Florida Mr. Max Gray Chief Bureau of Weights and Measures Department of Agriculture and Consumer Services 3125 Conner Boulevard Building #2 Tallahassee, FL 32399-1650 (904) 488-9140

Georgia Mr. Bill Truby Assistant Commissioner Division of Weights and Measures Department of Agriculture Agriculture Building Atlanta, GA 30334 (404) 656-3605

Hawaii Mr. James E. Maka Administrator Measurement Standards Department of Agriculture 725 Ilalo Street Honolulu, HI 96813-5524 (808) 586-0886

Idaho Mr. Glen H. Jex Chief Bureau of Weights and Measures Department of Agriculture 2216 Kellogg Lane Boise, ID 83712 (208) 334-2345

Illinois Mr. Sidney A. Colbrook Manager Bureau of Weights and Measures Department of Agriculture 801 East Sangamon Avenue P.O. Box 19281 Springfield, IL 62794-9281 (217) 782-3817

Indiana Division Director Weights and Measures Division State Department of Health 1330 West Michigan Street Indianapolis, IN 46206-1964 (317) 633-0350

Iowa Mr. Jerry L. Bane Bureau Chief Weights and Measures Department of Agriculture and Land Stewardship H.A. Wallace Building Des Moines, IA 50319 (515) 281-5716

Kansas Mr. DeVern H. Phillips State Sealer Weights and Measures Division State Board of Agriculture 2016 South West 37th Street Topeka, KS 66611-2570 (913) 267-4641

Kentucky Mr. Danny R. Willis Director Division of Weights and Measures Department of Agriculture 106 West Second Street Frankfort, KY 40601-2882 (502) 564-4870

Louisiana Mr. Ronald Harrell Director Weights and Measures Department of Agriculture P.O. Box 3098 Baton Rouge, LA 70821-3098 (504) 925-3780

Maine Mr. Clayton F. Davis Director Division of Regulations State House Station 28 Augusta, ME 04333 (207) 289-3841 (207) 289-4470 (TDD)

Maryland Mr. Louis E. Straub Chief Weights and Measures Section Maryland Department of Agriculture 50 Harry S. Truman Parkway Annapolis, MD 21401 (410) 841-5790

Massachusetts Mr. Charles H. Carroll Assistant Director of Standards Division of Standards One Ashburton Place McCormick Building Room 1115 Boston, MA 02108 (617) 727-3480

Michigan Edward Heffron, D.V.M. Division Director Food Division Department of Agriculture Ottawa Building North 4th Floor P.O. Box 30017 Lansing, MI 48909 (517) 373-1060

Minnesota Mr. Michael F. Blacik Director Division of Weights and Measures Department of Public Service 2277 Highway 36 St. Paul, MN 55113-3800 (612) 639-4010

Mississippi Mr. William P. Eldridge Director Weights and Measures Division Department of Agriculture 500 Greymont Avenue Jackson, MS 39215-1609 (601) 354-7077

Missouri Mr. Lester Barrows Director Weights and Measures Division Department of Agriculture P.O. Box 630 Jefferson City, MO 65102-0630 (314) 751-4278

Montana Mr. W. James Kembel Bureau Chief Bureau of Weights and Measures Department of Commerce Capitol Station Helena, MT 59620 (406) 444-3164

Nebraska Mr. Steven A. Malone Director Division of Weights and Measures Department of Agriculture 301 Centennial Mall South 4th Floor P.O. Box 94757 Lincoln, NE 68509 (402) 471-4292 (402) 471-3252 (FAX)

Nevada Mr. William H. McCrea State Supervisor Department of Agriculture Weights and Measures P.O. Box 11100 Reno, NV 89510-1100 (702) 688-1166

New Hampshire Mr. Stephen Taylor Commissioner Department of Agriculture Bureau of Weights and Measures P.O. Box 2042 Concord, NH 03302-2042 (603) 271-3700

New Jersey Mr. William J. Wolfe State Superintendent State Office of Weights and Measures 1261 Routes 1 and 9 South Avenel, NJ 07001 (908) 815-4840

New Mexico Mr. Gary West Director Division of Standards and Consumer Services Department of Agriculture P.O. Box 30005, Dept. 3170 Las Cruces, NM 88003-0005 (505) 646-1616

New York Mr. John J. Bartfai Director Bureau of Weights and Measures Department of Agriculture & Markets 1 Winners Circle Albany, NY 12235 (518) 457-3452

North Carolina Mr. N. David Smith Director, Standards Division Department of Agriculture P.O. Box 27647-Dept. SD Raleigh, NC 27611 (919) 733-3313

North Dakota Mr. Alan Moch Director Division of Testing and Safety State Capitol Bismarck, ND 58505-0480 (701) 224-2413 1 (800) 932-2400 (toll free in ND)

Ohio John J. Steinberger, Chief Division of Weights and Measures Department of Agriculture 8995 East Main Street, Bldg. 5 Reynoldsburg, OH 43068 (614) 866-6361

Oklahoma Mr. O. Ray Elliott Director Agricultural Products Division Department of Agriculture 2800 North Lincoln Boulevard Oklahoma City, OK 73105 (405) 521-3864, ext. 243

Oregon Mr. Kendrick J. Simila Administrator Measurement Standards Department of Agriculture 635 Capitol Street, N. E. Salem, OR 97310-0110 (503) 378-3792

Pennsylvania Mr. Neil E. Cashman Jr. Director Bureau of Ride and Measurement Standards Department of Agriculture 2301 North Cameron Street Harrisburg, PA 17110 (717) 787-9089

Puerto Rico Mr. Francisco F. Aponte Ortiz Auxiliary Secretary for Complaints Department of Consumer Affairs P.O. Box 41059 Minillas Station Santurce, PR 00940 (809) 721-3190

Rhode Island Ms. Lynda L. Maurer Supervising Meteorologist Mercantile Division Department of Labor 610 Manton Avenue Providence, RI 02909 (401) 272-0700

South Carolina Mr. Carol P. Fulmer Assistant Commissioner of Consumer Services Division Department of Agriculture P.O. Box 11280 Columbia, SC 29211-1280 (803) 737-2080

South Dakota Mr. Michael Kumm Director Division of Commercial Inspection and Regulation 118 West Capitol Pierre, SD 57501-2036 (605) 773-3697

Tennessee Mr. Robert Williams Standards Administrator Weights and Measures Department of Agriculture P.O. Box 40627 Melrose Station Nashville, TN 37204 (615) 360-0109

Texas Mr. Ed Price Director Weights and Measures Program Department of Agriculture P.O. Box 12847 Austin, TX 78711 (512) 463-7602

Utah Mr. Kyle R. Stephens Director Division of Regulatory Services State Department of Agriculture 350 North Redwood Road Salt Lake City, UT 84116 (801) 538-7150

Vermont Mr. Bruce A. Martell Supervisor Consumer Assurance Section Department of Agriculture, Food & Markets 116 State Street Drawer 20 Montpelier, VT 05620-2901 (802) 828-2436

Virgin Islands Ms. Joycelyn Encarnacion Director Weights and Measures Division Dept. of Licensing and Consumer Affairs Golden Rock Shopping Center Christiansted St. Croix, VI 00820 (809) 773-2226

Virginia Mr. J. Alan Rogers Program Manager Office of Weights and Measures Department of Agriculture and Consumer Services P.O. Box 1163, Room 403 Richmond, VA 23209-1163 (804) 786-2476

Washington Mr. Bob Arrington Program Manager Weights and Measures Department of Agriculture P.O. Box 42560 Olympia, WA 98504-2560 (206) 902-1857

West Virginia Mr. Karl Angell, Jr., Acting Director Division of Weights and Measures Department of Labor 570 W. MacCorkle Avenue St. Alban, WV 25177 (304) 722-0602

Wisconsin Ms. Merry Fran Tryon Director Bureau of Consumer Protection Department of Agriculture, Trade and Consumer Protection 801 West Badger Road P.O. Box 8911 Madison, WI 53708 (608) 266-2225 1 (800) 422-7128 (toll free in WI)

Wyoming Mr. Jim Bigelow Technical Services Manager Consumer/Compliance Division Department of Agriculture 2219 Carey Avenue Cheyenne, WY 82002-0100 (307) 777-6591

Military Commissary and Exchange Contacts

Consumers who shop at military commissaries and exchanges and who have a question or problem should contact the local manager before contacting the regional offices listed in this section. If your problem is not resolved at the local level, then write or call the regional office nearest you. Be sure to discuss the problem with the local and regional offices before contacting the national headquarters of a commissary or exchange.

Defense Commissary Agency

Northwest/Pacific Region

Mr. Roy C. Speight, Director Defense Commissary Agency Northwest/Pacific Region Building 9630 Fort Lewis, WA 98433-7300 (206) 967-3487/3364 357-3487/7496 (DSN) (206) 967-3663/2231 (FAX)

Southwest Region

Mr. Scott E. Simpson, Acting Director Defense Commissary Agency Southwest Region Marine Corps Air Station El Toro Building 329, P.O. Box 9600 Santa Ana, CA 92709-6000 (714) 726-4277 997-4277 (DSN) (714) 726-4278/4279 (FAX)

Midwest Region

Col. James H. Scott, USAF Commander Defense Commissary Agency Midwest Region 300 AFCOMS Way Kelly Air Force Base, TX 78241-6132 (512) 925-6655 945-6655 (DSN) (512) 925-2619 (FAX)

Central Region

Mr. Cecil E. Saunders, Director Defense Commissary Agency Central Region 1140 Gator Boulevard Naval Amphibious Base, Little Creek Norfolk, VA 23521-2228 (804) 363-3500 680-3500 (DSN) (804) 363-3565 (FAX)

Southern Region

Mr. John F. McGowan, Director Defense Commissary Agency Southern Region 60 West Maxwell Boulevard Maxwell Air Force Base, AL 36112-6307 (205) 953-6318 493-6318 (DSN) (205) 953-5388 (FAX) 493-5388 (DSN FAX)

Northeast Region

Mr. Patrick B. Nixon, Director Defense Commissary Agency Northeast Region Huber Road, Building 2257 Fort George G. Meade, MD 20755-5220 (301) 677-9782 923-9782 (DSN) (301) 621-0532 (FAX)

European Region

Col. Jesse D. Tolleson, USA Commander Defense Commissary Agency Europe Region DeCA-EU-CC Unit 3060 Kapaun Air Station, Germany APO AE 09094-3060 (011) 49-631-3523-150 489-7531/7832 (DSN) (011) 49-631-3523-102 (FAX)

DeCA Headquarters

Maj. Gen. Richard E. Beale, Jr. Director Defense Commissary Agency 38th Street and E Avenue Fort Lee, VA 23801-6300 (804) 734-8717 687-8717 (DSN) (804) 861-4036 (FAX)

Army and Air Force Exchange Service k

Atlantic Coastal Region P.O. Box 650454 Dallas, TX 75265-0454 (214) 277-7203

Central Plains Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-1960

Desert Mountain Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-1901

Mid South Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-1965

North Eastern Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-1934

Pacific Coastal Region P.O. Box 650429 Dallas, TX 75265-0429 (214) 277-7403

Pacific Northwest Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-1925

Red River Region P.O. Box 660320 Dallas, TX 75266-0320 (214) 277-7103

South Atlantic Region P.O. Box 650447 Dallas, TX 75265-0447 (214) 277-7303

U.S. Headquarters Army and Air Force Exchange Service Headquarters Store Operations Directorate (SO) P.O. Box 660202 Dallas, TX 75266-0202 (214) 312-2952

Marine Corps Exchange Service

Regional Headquarters

Marine Corps Exchange Marine Corps Logistics Support Base, Atlantic Albany, GA 31704 (912) 435-1471

Marine Corps Exchange Headquarters Battalion, HQMC Henderson Hall Arlington, VA 22214 (703) 979-8420

Marine Corps Exchange Marine Corps Logistics Base Barstow, CA 92311 (714) 256-8971

Marine Corps Exchange Marine Corps Base Camp Lejeune, NC 28547 (919) 451-2481

Marine Corps Exchange Marine Corps Base Camp Pendleton, CA 92055 (619) 725-6233

Marine Corps Exchange Marine Corps Air Station Cherry Point, NC 28533 (919) 447-7041

Marine Corps Exchange Marine Corps Air Station Kanehoe Bay, HI 96863 (808) 254-5871

Marine Corps Exchange Camp Elmore U.S. Marine Corps Norfolk, VA 23511 (804) 423-1187

Marine Corps Exchange Marine Corps Recruit Depot Parris Island, SC 29905 (803) 525-3301

Marine Corps Exchange Marine Corps Combat Development Command Quantico, VA 22134 (703) 640-8800

Marine Corps Exchange Marine Corps Recruit Depot San Diego, CA 92140 (619) 297-2500

Marine Corps Exchange Marine Corps Air Station--El Toro Santa Ana, CA 92709 (714) 726-3340

Marine Corps Exchange Marine Corps Air/Ground Combat Center Building 1533 Twentynine Palms, CA 92278 (619) 368-6163

Marine Corps Exchange Marine Corps Air Station Yuma, AZ 85364 (602) 726-2363

U.S. Headquarters Head Marine Corps Exchange Service Branch P.O. Box 1834 Quantico, VA 22134 (703) 640-6156

Navy Exchange Service Centers

Commanding Officer Navy Exchange Service Center P.O. Box 13 Naval Air Station Jacksonville, FL 32212

Commanding Officer Navy Exchange Service Center Bldg. CD-1, Naval Base Norfolk, VA 23511-0001

Commanding Officer Navy Exchange Service Center Box 133 Pearl Harbor, HI 96860

Commanding Officer Navy Exchange Service Center P.O. Box 150 San Diego, CA 92136-5150

Commanding Officer U.S. Navy Exchange Service Center Europe PSC 810, Box 33 FPO AE 09619-0033

Federal Information Center

The Federal Information Center (FIC), administered by the General Services Administration (GSA), can help you find information about the Federal government's agencies, services and programs. The FIC also can tell you which office to contact for help with problems.

Simply call the telephone number below for your metropolitan area or state. All the "800" numbers on this list are toll free. These "800" numbers are only for the states and cities listed. If you are not calling from one of these areas, please dial (301) 722-9000.

Users of Telecommunications Devices for the Deaf (TDD/TTY) may call toll-free from any point in the United States by dialing 1 (800) 326-2996.

Alabama Birmingham, Mobile 1 (800) 366-2998

Alaska Anchorage 1 (800) 729-8003

Arizona Phoenix 1 (800) 359-3997

Arkansas Little Rock 1 (800) 366-2998

California Los Angeles, San Diego, San Francisco, Santa Ana 1 (800) 726-4995 Sacramento 1 (800) 726-4995

Colorado Colorado Springs, Denver, Pueblo 1 (800) 359-3997

Connecticut Hartford, New Haven 1 (800) 347-1997

Florida Ft. Lauderdale, Jacksonville, Miami, Orlando, St. Petersburg, Tampa, West Palm Beach 1 (800) 347-1997

Georgia Atlanta 1 (800) 347-1997

Hawaii Honolulu 1 (800) 726-4995

Illinois Chicago 1 (800) 366-2998

Indiana Gary 1 (800) 366-2998 Indianapolis 1 (800) 347-1997

Iowa All locations 1 (800) 735-8004

Kansas All locations 1 (800) 735-8004

Kentucky Louisville 1 (800) 347-1997

Louisiana New Orleans 1 (800) 366-2998

Maryland Baltimore 1 (800) 347-1997

Massachusetts Boston 1 (800) 347-1997

Michigan Detroit, Grand Rapids 1 (800) 347-1997

Minnesota Minneapolis 1 (800) 366-2998

Missouri St. Louis, 1 (800) 368-2998 All other locations 1 (800) 735-8004

Nebraska Omaha 1 (800) 366-2998 All other locations 1 (800) 735-8004

New Jersey Newark, Trenton 1 (800) 347-1997

New Mexico Albuquerque 1 (800) 359-3997

New York Albany, Buffalo, New York, Rochester, Syracuse 1 (800) 347-1997

North Carolina Charlotte 1 (800) 347-1997

Ohio Akron, Cincinnati, Cleveland, Columbus, Dayton, Toledo 1 (800) 347-1997

Oklahoma Oklahoma City, Tulsa 1 (800) 366-2998

Oregon Portland 1 (800) 726-4995

Pennsylvania Philadelphia, Pittsburgh 1 (800) 347-1997

Rhode Island Providence 1 (800) 347-1997

Tennessee Chattanooga 1 (800) 347-1997 Memphis, Nashville 1 (800) 366-2998

Texas Austin, Dallas, Fort Worth, Houston, San Antonio 1 (800) 366-2998

Utah Salt Lake City 1 (800) 359-3997

Virginia Norfolk, Richmond, Roanoke 1 (800) 347-1997

Washington Tacoma 1 (800) 726-4995

Wisconsin Milwaukee 1 (800) 366-2998

Selected Federal Agencies

Many Federal agencies have enforcement and/or complaint-handling duties for products and services used by the general public. Others act for the benefit of the public, but do not resolve individual consumer problems.

Agencies also have fact sheets, booklets and other information which might be helpful in making purchase decisions and dealing with consumer problems. If you need help in deciding where to go with your consumer problem, check the index at the end of this book or call the nearest Federal Information Center listed on page 104. The Federal agencies listed below respond to consumer complaints and inquiries.

Architectural and Transportation Barriers Compliance Board 1331 F Street, N.W., Suite 1000 Washington, DC 20004-1111 (202) 272-5434 1 (800) 872-2253 (toll free)

Commission on Civil Rights Look in your telephone directory under "U.S. Government, Civil Rights Commission." If it does not appear, call the appropriate FIC number (see page xx), or contact: Commission on Civil Rights 624 9th Street, N.W. Washington, DC 20425 1 (800) 552-6843 (toll free-complaint referral outside DC) (202) 376-8513 (complaint referral in DC) (202) 376-8116 (TDD--nationwide complaint referral) (202) 376-8128 (publications) (202) 376-8312 (public affairs)

Commodity Futures Trading Commission (CFTC) 2033 K Street, N.W. Washington, DC 20581 (202) 254-3067 (complaints only) (202) 254-8630 (information)

Consumer Information Center (CIC) CIC publishes the free Consumer Information Catalog which lists more than 200 free and low-cost Federal booklets on a wide variety of consumer topics. For a free copy of the Catalog, write to Consumer Information Catalog, Pueblo, CO 81009, or call (719) 948- 4000.

Department of Agriculture (USDA)

Agricultural Marketing Service Department of Agriculture Washington, DC 20250 (202) 720-7047

Animal and Plant Health Inspection Service Public Information Department of Agriculture Federal Building, Room 613 6505 Belcrest Road Hyattsville, MD 20782 (301) 436-7799

Cooperative Extension Service Department of Agriculture Washington, DC 20250 (202) 720-0987 Or consult county or city government listings in your local telephone directory for the number of your local Cooperative Extension Service office. Farmers Home Administration Department of Agriculture Washington, DC 20250 (202) 720-4323

Food and Nutrition Service Department of Agriculture 3101 Park Center Drive Alexandria, VA 22302 (703) 305-2276

Human Nutrition Information Service Department of Agriculture Federal Building Rooms 360 and 364 6505 Belcrest Road Hyattsville, MD 20782 (301) 436-8617, 7725

Inspector General's Hotline Office of the Inspector General Department of Agriculture P.O. Box 23399 Washington, DC 20026 (202) 690-1622 1 (300) 424-9121 (toll free)

Meat and Poultry Hotline Food Safety and Inspection Service Department of Agriculture Washington, DC 20250 (202) 720-3333 (voice/TDD) 1 (800) 535-4555 (toll free voice/TDD outside DC)

Office of the Consumer Advisor Department of Agriculture Washington, DC 20250 (202) 720-3975

Office of Public Affairs Visitor Information Center Department of Agriculture Washington, DC 20250

Department of Commerce

Bureau of the Census Customer Services Data User Services Division Washington, DC 20233 (301) 763-4100

Office of Consumer Affairs Department of Commerce Room 5718 Washington, DC 20230 (202) 377-5001

National Institute of Standards and Technology Office of Weights and Measures Administration Building A617 Gaithersburg, MD 20899 (301) 975-4004

National Marine Fisheries Service Office of Trade and Industry Services Department of Commerce 1335 East-West Highway Silver Spring, MD 20910 (301) 713-2355 (inspection and safety)

Constituent Affairs National Weather Service Department of Commerce Washington, DC 20901 (301) 713-0258

Metric Program Department of Commerce National Institute of Standards and Technology Building 411 Room A146 Gaithersburg, MD 20899 (301) 975-3690

Patent and Trademark Office Department of Commerce Washington, DC 20231 (301) 305-8341

Department of Defense Office of National Ombudsman National Committee for Employer Support of the Guard and Reserve 1555 Wilson Boulevard, Suite 200 Arlington, VA 22209-2405 (703) 696-1391 1 (800) 336-4590 (toll free outside DC) Provides assistance with employer/employee problems for members of the Guard and Reserve and their employers.

Department of Education

Clearinghouse on Disability Information Department of Education C Street, S.W., Room 3132 Washington, DC 20202-2524 (202) 205-8241 (202) 205-8723 (TDD)

Consumer Affairs Staff OIIA Department of Education Room 3061 Washington, DC 20202 (202) 401-3679

Federal Student Financial Aid Information Centers Department of Education 400 Maryland Avenue, S.W. P.O. Box 84 Washington, DC 20044 1 (800) 433-3243 (toll free)

National Clearinghouse on Bilingual Education Hotline Department of Education 1118 22nd Street, N.W. Washington, DC 20037 (202) 467-0867 1 (800) 321-NCBE (toll free outside DC)

Office of Public Affairs Department of Education 400 Maryland Avenue, S.W. Washington, DC 20202 (202) 401-5986

Department of Energy

For information about conservation and renewable energy: National Appropriate Technology Assistance Service Department of Energy P.O. Box 2525 Butte, MT 59702-2525 1 (800) 428-1718 (toll free in MT) 1 (800) 428-2525 (toll free outside MT)

Conservation and Renewable Energy Inquiry and Referral Service Department of Energy P.O. Box 3048 Merrifield, VA 22116 1 (800) 523-2929 (toll free)

Office of Scientific and Technical Information Department of Energy P.O. Box 62 Oak Ridge, TN 37831 (written inquiries only)

Office of Consumer and Public Liaison Department of Energy Washington, DC 20585 (202) 586-5373

Office of Energy Efficiency and Renewable Energy Weatherization Assistance Inquiries: Department of Energy Washington, DC 20585 (202) 586-2204

Department of Health and Human Services (HHS)

AIDS Hotline Acquired Immune Deficiency Syndrome 1 (800) 342-AIDS (toll free) 1 (800) 344-7432 (toll free for Spanish speaking) 1 (800) 243-7889 (toll free Spanish TDD)

Cancer Hotline 1 (800) 4-CANCER (toll free) During daytime hours, callers in California, Florida, Georgia, Illinois, Northern New Jersey, New York and Texas may ask for Spanish-speaking staff members.

Food and Drug Administration (FDA) Look in your telephone directory under "U.S. Government, Health and Human Services Department, Food and Drug Administration." If it does not appear, call the appropriate FIC number (see page xx) or contact: Consumer Affairs and Information Staff Food and Drug Administration (HFE-88) Department of Health and Human Services 5600 Fishers Lane Room 16-63 Rockville, MD 20857 (301) 443-3170

Division of Beneficiary Services Health Care Financing Administration (HCFA) Department of Health and Human Services 6325 Security Boulevard Baltimore, MD 21207 1 (800) 638-6833 (toll free) (This is a taped answering service; a specialist will return your call.)

Hill-Burton Free Hospital Care Hotline 1 (800) 492-0359 (toll free in MD) 1 (800) 638-0742 (toll free outside MD)

Inspector General's Hotline HHS/OIG/Hotline P.O. Box 17303 Baltimore, MD 21203-7303 1 (800) 368-5779 (toll free)

National Center on Child Abuse and Neglect Department of Health and Human Services 330 C Street, S.W. Washington, DC 20201 (202) 205-8586

National Health Information Center Department of Health and Human Services P.O. Box 1133 Washington, DC 20013-1133 (301) 565-4167 (Washington Metro Area) 1 (800) 336-4797 (toll free)

National Runaway Switchboard 1 (800) 621-4000 (toll free)

Office of Child Support Enforcement Department of Health and Human Services Washington, DC 20447 (202) 401-9373

Office for Civil Rights Department of Health and Human Services Washington, DC 20201 (202) 619-0403 1 (800) 368-1019 (toll free outside DC) 1 (800) 537-7697 (toll free TDD)

Office of Prepaid Health Care Operations and Oversight HCFA Department of Health and Human Services 200 Independence Ave., S.W. Room 423 HHH Washington, DC 20201 (202) 619-3555

President's Council on Physical Fitness and Sports Department of Health and Human Services 701 Pennsylvania Ave., N.W. Suite 250 Washington, DC 20004 (202) 272-3421

Second Surgical Opinion Program Department of Health and Human Services Washington, DC 20201 (202) 690-8056

Social Security Administration 1 (800) SSA-1213 (toll free)

Department of Housing and Urban Development (HUD)

HUD Fraud Hotline (202) 708-4200 1 (800) 347-3735 (toll free outside DC)

Interstate Land Sales Registration Division Department of Housing and Urban Development 451 Seventh Street, S.W. Room 6278 Washington, DC 20410 (202) 708-0502

Manufactured Housing and Construction Standards Division Department of Housing and Urban Development L'Enfant Plaza Room 3214 Washington, DC 20410 (202) 755-7430

Office of Fair Housing and Equal Opportunity Department of Housing and Urban Development 451 Seventh Street, S.W. Room 5100 Washington, DC 20410 (202) 708-4252 1 (800) 669-9777 (toll free-Hotline complaints)

Office of Single Family Housing Department of Housing and Urban Development 451 Seventh Street, S.W. Room 9282 Washington, DC 20410 (202) 708-3175

Office of Affordable Housing Program Department of Housing and Urban Development 451 Seventh Street, S.W. Room 7164 Washington, DC 20410 (202) 708-2685

Title I Insurance Division Department of Housing and Urban Development L'Enfant Plaza Room 3214 Washington, DC 20410 (202) 755-7400

Department of the Interior

Bureau of Indian Affairs Department of the Interior Washington, DC 20240 (202) 208-3010

Bureau of Land Management Department of the Interior Washington, DC 20240 (202) 208-5717

Office of the Secretary Department of the Interior Washington, DC 20240 (202) 208-3171

National Park Service Department of the Interior Washington, DC 20240 (202) 208-4917

United States Fish and Wildlife Service Department of the Interior Washington, DC 20240 (202) 208-5634

United States Geological Survey Department of the Interior 12201 Sunrise Valley Drive Reston, VA 22092 (703) 648-4427

Department of Justice

Antitrust Division Department of Justice Washington, DC 20530 (202) 514-2401

Civil Rights Division Look in your telephone directory under "U.S. Government, Justice Department, Civil Rights Division." If it does not appear, call the appropriate FIC number (see page xx) or contact: Civil Rights Division Department of Justice Washington, DC 20530 (202) 514-2151 (202) 514-0716 (TDD)

Drug Enforcement Administration (DEA) Look in your telephone directory under "U.S. Government, Justice Department, Drug Enforcement Administration." If it does not appear, call the appropriate FIC number (see page xx) or contact: Drug Enforcement Administration Department of Justice Washington, DC 20537 (202) 307-8000

Federal Bureau of Investigation (FBI) Look inside the front cover of your telephone directory for the number of the nearest FBI office. If it does not appear, look under "U.S. Government, Justice Department, Federal Bureau of Investigation." You also may contact: Federal Bureau of Investigation Department of Justice Washington, DC 20535 (202) 324-3000

Immigration and Naturalization Service (INS) Look in your telephone directory under "U.S. Government, Justice Department, Immigration and Naturalization Service." If it does not appear, call the appropriate FIC number (see page xx) or contact: Immigration and Naturalization Service Department of Justice 425 I Street, N.W. Washington, DC 20536 (202) 514-4316 (202) 514-2783 (TDD)

Department of Labor 1 (800) 326-2577 (toll free, 24-hour TDD)

Office of the American Workplace Department of Labor Washington, DC 20210 (202) 219-6045

Coordinator of Consumer Affairs Department of Labor Washington, DC 20210 (202) 219-6060 (general inquiries)

Employment and Training Administration Look in your telephone directory under "U.S. Government, Labor Department, Employment and Training Administration." If it does not appear, call the appropriate FIC number (see page xx) or contact: Employment and Training Administration Director, Office of Public Affairs Department of Labor Washington, DC 20210 (202) 219-6871

Employment Standards Administration Office of Public Affairs Department of Labor Washington, DC 20210 (202) 219-8743

Mine Safety and Health Administration Office of Information and Public Affairs Department of Labor Ballston Towers #3 Arlington, VA 22203 (703) 235-1452

Occupational Safety and Health Administration (OSHA) Look in your telephone directory under "U.S. Government, Labor Department, Occupational Safety and Health Administration." If it does not appear, call the appropriate FIC number (see page xx) or contact: Occupational Safety and Health Administration Office of Information and Consumer Affairs Department of Labor Washington, DC 20210 (202) 219-8148

Office of the Assistant Secretary for Veterans' Employment and Training Department of Labor Washington, DC 20210 (202) 219-9116 1 (800) 442-2VET (toll free-- Veterans' Job Rights Hotline Office of Labor Management Standards Department of Labor Washington, DC 20210 (202) 219-5823

Pension and Welfare Benefits Administration Office of Program Services Department of Labor Washington, DC 20210 (202) 219-8776

Women's Bureau The Work and Family Clearinghouse Department of Labor Washington, DC 20210 (202) 219-4486 1 (800) 827-5335 (toll free) Employers may contact this office for information about dependent care (child and/or elder care) policies.

Women's Bureau The Workforce Quality Clearinghouse Department of Labor Washington, DC 20210 (202) 219-4486 1 (800) 347-3741 (toll free outside DC) Employers may contact this office for information about workplace quality resources, e.g., employee training and skills development. Department of State

Overseas Citizen Services Department of State Washington, DC 20520 (202) 647-3666 (non-emergencies) (202) 647-5226 (emergencies)

Passport Services

Washington Passport Agency 1425 K Street, N.W. Washington, DC 20524 (202) 647-0518

Visa Services Department of State Washington, DC 20520 (202) 633-1225

Department of Transportation (DOT)

Air Safety: Federal Aviation Administration (FAA) Community and Consumer Liaison Division FAA (APA-200) Washington, DC 20591 (202) 267-3484 1 (800) FAA-SURE (toll free outside DC)

Airline Service Complaints: Office of Intergovernmental and Consumer Affairs (I-25) Department of Transportation Washington, DC 20590 (202) 366-2220

Auto Safety Hotline: National Highway Traffic Safety Administration (NHTSA) (NEF-11) Department of Transportation Washington, DC 20590 (202) 366-0123 (202) 755-8919 (TDD) 1 (800) 424-9393 (toll tree outside DC) 1 (800) 424-9153 (toll free TDD outside DC)

Boating Safety Classes: Boat U.S. Foundation 880 S. Pickett Street Alexandria, VA 22304 (703) 823-9550 1 (800) 336-2628 (toll free)

Boating Safety Hotline: United States Coast Guard (G-NAB-5) 2100 2nd Street, S.W. Washington, DC 20593-0001 (202) 267-0780 1 (800) 368-5647 (toll free)

Oil and Chemical Spills:

United States Coast Guard National Response Center (G-TGC-2) 2100 2nd Street, S.W. Washington, DC 20593-0001 (202) 267-2675 1 (800) 424-8802 (toll free)

Railway Safety: Federal Railroad Administration Office of Safety (RRS-20) Department of Transportation Washington, DC 20590 (202) 366-0522

Department of the Treasury

Bureau of Alcohol, Tobacco and Firearms Look in your telephone directory under "U.S. Government, Treasury Department, Bureau of Alcohol, Tobacco and Firearms." If it does not appear, call the appropriate FIC number (see page xx) or contact: Bureau of Alcohol, Tobacco and Firearms Department of the Treasury Room 5500 650 Massachusetts Avenue, N.W. Washington, DC 20226 (202) 927-8500

To report lost or stolen explosives, or to report explosive incidents or bombings, call: (202) 566-7777 (202) 789-3000 1 (800) 287-4867 (toll free outside DC)

Bureau of Engraving and Printing Congressional and Media Affairs Division Department of the Treasury 14th and C Streets, S.W. Room 533M Washington, DC 20228 (202) 874-2778

Bureau of the Public Debt Public Affairs Officer Office of the Commissioner Department of the Treasury 999 E Street, N.W., Room 553 Washington, DC 20239-0001 (202) 219-3302

Comptroller of the Currency The Comptroller of the Currency handles complaints about national banks, i.e., banks that have the word "National" in their names or the initials "N.A" after their names. For assistance, look in your telephone directory under "U.S. Government, Treasury Department, Comptroller of the Currency." If it does not appear, call the appropriate FIC number (see page xx) or contact: Comptroller of the Currency Compliance Management Mail Stop 7-5 Washington, DC 20219 (202) 874-4820

Financial Management Service Office of Legislative and Public Affairs Department of the Treasury 401 14th Street, S.W. Room 555 Washington, DC 20227 (202) 874-6740

Internal Revenue Service (IRS) Look in your telephone directory under "U.S. Government, Treasury Department, Internal Revenue Service." If it does not appear, call the appropriate FIC number (see page xx).

Office of Thrift Supervision (former Federal Home Loan Bank Board) The Office of Thrift Supervision handles complaints about savings and loan associations and savings banks. For assistance, contact: Office of Thrift Supervision Consumer Affairs 1700 G Street, N.W. Washington, DC 20552 (202) 906-6000 1 (800) 842-6929 (toll free outside DC)

United States Customs Service Look in your telephone directory under "U.S. Government, Treasury Department, U.S. Customs Service." If it does not appear, call the appropriate FIC number (see page xx).

To report fraudulent import practices, call U.S. Customs Service's Fraud Hotline: 1 (800) ITS-FAKE (toll free)

To report drug smuggling activity, call U.S. Customs Service's Narcotics Hotline: 1 (800) BE- ALERT (toll free)

United States Mint Customer Relations Division Department of the Treasury 10001 Aerospace Road Lanham, MD 20706 (301) 436-7400

United States Savings Bonds Division Department of the Treasury Office of Public Affairs 800 K Street, N.W. Suite 800 Washington, DC 20226 (202) 377-7716 1 (800) 4US-BOND (toll free recording)

Department of Veterans Affairs (VA) For information about VA medical care or benefits, write, call or visit your nearest VA facility. Your telephone directory will list a VA medical center or regional office under "U.S. Government, Department of Veterans Affairs," or under "U.S.Government, Veterans Administration." You also may contact the offices listed below.

For information about benefits: Veterans Benefits Administration (27) Department of Veterans Affairs 810 Vermont Avenue, N.W. Washington, DC 20420 1 (800) 827-1000 (toll free)

For information about medical care: Veterans Health Administration (167C) 810 Vermont Avenue, N.W. Washington, DC 20420 (202) 535-7208

For information about burials, headstones or markers, and presidential memorial certificates: National Cemetery System (40H) Department of Veterans Affairs 810 Vermont Avenue, N.W. Washington, DC 20420 (202) 535-7855

For consumer information or general assistance: Consumer Affairs Service (075B) Department of Veterans Affairs 810 Vermont Avenue, N.W. Washington, DC 20420 (202) 535-8962

Environmental Protection Agency (EPA)

Asbestos Information (202) 554-1404 (hotline) (202) 260-7849

Emergency Planning and Community Right-to-Know Information-Hotline Environmental Protection Agency Washington, DC 20460 1 (800) 535-0202 (toll free outside AK and DC)

General Information Environmental Issues 1 (800) 759-4372 (toll free-CO, MO, ND, SD, UT, WY residents only) (303) 293-1603

Indoor Air Quality Information Clearinghouse 1 (800) 438-4318 (toll free) (301) 585-9020 (301) 588-3408 (on-line service - modem)

Inspector General's Whistle Blower Hotline (202) 260-4977 1 (800) 424-4000 (toll free outside DC)

National Pesticides Telecommunications Network (NPTN) 1 (800) 858-7378 (toll free) 1 (800) 858-PEST (toll free outside TX)

Office of Public Liaison Environmental Protection Agency Washington, DC 20460 (202) 260-4454

Public Information Center PIC (PM-211B) Environmental Protection Agency Washington, DC 20460 (202) 260-2080 (general information)

Resource Conservation and Recovery Act RCRA/Superfund/UST Hotline Environmental Protection Agency Washington, DC 20460 (703) 412-9810 1 (800) 424-9346 (toll free outside DC)

Safe Drinking Water Hotline 1 (800) 426-4791 (toll free outside DC)

Toxic Substances Control Act Assistance Information Service Environmental Protection Agency Washington, DC 20024 (202) 554-1404

Equal Employment Opportunity Commission Look in your telephone directory under "U.S. Government, Equal Employment Opportunity Commission." If it does not appear, call the appropriate FIC number (see page xx) or contact: Office of Communications and Legislative Affairs Equal Employment Opportunity Commission 1801 L Street, N.W. Washington, DC 20507 (202) 663-4900 1 (800) 669-4000 (toll free/ file-a-charge information) 1 (800) 800-3302 (toll free TDD) 1 (800) 669-3362 (toll free/ request publications)

Federal Communications Commission (FCC)

Complaints about telephone systems: Common Carrier Bureau Informal Complaints Branch Federal Communications Commission 2025 M Street, N.W. Room 6202 Washington, DC 20554 (202) 632-7553

General Information: Consumer Assistance Branch Federal Communications Commission 1919 M Street, N.W. Room 254 Washington, DC 20554 (202) 632-7000 (202) 632-6999 (TDD)

Complaints about radio or television: Mass Media Bureau Complaints and Investigations Federal Communications Commission 2025 M Street, N.W. Room 8210 Washington, DC 20554 (202) 632-7048

Complaints about cable programming rates: Federal Communications Commission Cable Form Request 329 P.O. Box 18238 Washington, D.C. 20036

Federal Deposit Insurance Corporation (FDIC)

FDIC handles questions about deposit insurance coverage and complaints about FDIC-insured state banks which are not members of the Federal Reserve System. For assistance, look in your telephone directory under "U.S. Government, Federal Deposit Insurance Corporation." If it does not appear, call the appropriate FIC number (see page xx) or contact: Office of Consumer Affairs Federal Deposit Insurance Corporation 550 17th Street, N.W. Washington, DC 20429 (202) 898-3536 (202) 898-6726 (voice/TDD) 1 (800) 934-3342 (toll free outside DC)

Federal Emergency Management Agency Look in your telephone directory under U.S. Government, Federal Emergency Management Agency. If it does not appear, call the appropriate FIC number (see page xx) or contact:

Federal Insurance Administration Federal Emergency Management Agency Washington, DC 20472 (202) 646-2780 1 (800) 638-6620 (toll free)

Office of Disaster Assistance Programs Federal Emergency Management Agency 500 C Street, S.W. Room 705 Washington, DC 20472 (202) 646-3615

U.S. Fire Administration Federal Emergency Management Agency NETC 16825 South Seton Avenue Emmitsburg, MD 21727 (301) 447-1080 (202) 646-2449

Federal Maritime Commission Office of Informal Inquiries and Complaints 800 N. Capitol Street, N.W. Washington, DC 20573 (202) 523-5807

Federal Reserve System

The Board of Governors handles consumer complaints about state- chartered banks and trust companies which are members of the Federal Reserve System. For assistance, look in your telephone directory under U.S. Government, Federal Reserve System, Board of Governors," or "Federal Reserve Bank." If neither appears, call the appropriate FIC number (see page xx) or contact: Board of Governors of the Federal Reserve System Division of Consumer and Community Affairs Washington, DC 20551 (202) 452-3693 (202) 452-3544 (TDD)

Federal Trade Commission (FTC)

Look in your telephone directory under "U.S. Government, Federal Trade Commission." If it does not appear, call the appropriate FIC number (see page xx) or contact: Correspondence Branch Federal Trade Commission Washington, DC 20580 (written complaints only)

Public Reference Section Federal Trade Commission 6th & Pennsylvania Ave., N.W. Room 130 Washington, DC 20580 (202) 326-2222 (publications)

General Services Administration (GSA)

Business Service Centers Look in your telephone directory under "U.S. Government, General Services Administration." If this does not appear, call the appropriate FIC number (see page xx).

Consumer Information Center (see page xx)

Federal Information Center (see page xx)

Federal Information Relay Service 7th & D Streets, S.W. Room 6040 Washington, DC 20407 (202) 708-9300 (TDD) 1 (800) 877-8339 (toll free voice/TDD outside DC)

Surplus Federal Property Sales Look in your telephone directory under "U.S. Government, General Services Administration." If it does not appear, call the appropriate FIC number (see page xx).

Government Printing Office (GPO)

Government Publications: Publications Service Section Government Printing Office Washington, DC 20402 (202) 512-2457

Subscriptions to Government Periodicals: Subscription Research Section Government Printing Office Washington, DC 20402 (202) 512-2303

Interstate Commerce Commission (ICC) Office of Compliance and Consumer Assistance Washington, DC 20423 (202) 927-5500

National Archives and Records Administration

User Services Division National Archives and Records Administration Washington, DC 20408 (202) 501-5400 (301) 713-6800 (202) 501-5404 (TDD)

Federal Register National Archives and Records Administration Washington, DC 20408 (202) 523-4534 (202) 523-5229 (TDD)

National Archives and Records Administration 8th and Pennsylvania Ave., N.W. Washington, DC 20408 8601 Adelphi Road College Park, MD 20740-6001 (202) 501-5404 (voice/TDD)

National Credit Union Administration

The National Credit Union Share Insurance Fund provides federal insurance for nearly 13,000 credit unions. Look in your telephone directory under "U.S. Government, National Credit Union Administration." If it does not appear, call the appropriate FIC number (see page xx) or contact: National Credit Union Administration 1775 Duke Street Alexandria, VA 22314-3428 (703) 518-6300

National Labor Relations Board Office of the Executive Secretary 1099 Fourteenth Street, N.W. Room 11600 Washington, DC 20570 (202) 273-1940

Nuclear Regulatory Commission (NRC) Office of Public Affairs Washington, DC 20555 (301) 504-2240 (OPA) (301) 492-7000 (24-hour) (301) 492-4626 (TDD)

Pension Benefit Guaranty Corporation 2020 K Street, N.W. Washington, DC 20005-4026 (202) 326-4000 (202) 326-4179 (TDD)

Postal Rate Commission Office of the Consumer Advocate Postal Rate Commission 1333 H Street, N.W. Suite 300 Washington, DC 20268 (202) 789-6830

President's Committee on Employment of People with Disabilities 1331 F Street, N.W. Suite 300 Washington, DC 20004-1107 (202) 376-6200 (202) 376-6205 (TDD)

Railroad Retirement Board 844 North Rush Street Chicago, IL 60611-2092 (312) 751-4500

Securities and Exchange Commission (SEC) Office of Filings, Information and Consumer Services 450 5th Street, N.W. (Mail Stop 2-6) Washington, DC 20549 (202) 272-7440 (investor complaints) (202) 272-7450 (filings by corporations and other regulated entities) (202) 272-5624 (SEC Information Line--general topics and sources of assistance)

Small Business Administration (SBA) Office of Consumer Affairs 409 Third Street, S.W. Washington, DC 20416 (202) 205-6236 1 (800) U-ASK-SBA (toll free-information)

Tennessee Valley Authority (TVA) Public Relations 400 West Summit Hill Drive Knoxville, TN 37902 (615) 632-7196 (voice) (615) 751-8500 (TDD)

U.S. Consumer Product Safety Commission (CPSC)

Call the CPSC hotline to report a hazardous product or product- related injury between 10 a.m. and 3 p.m., weekdays. Recorded messages on safety recommendations and product recalls are available at all times. Call or write: Product Safety Hotline U.S. Consumer Product Safety Commission Washington, DC 20207 1 (800) 638-CPSC (toll free) 1 (800) 638-2772 (toll free) 1 (800) 638-8270 (toll free TDD)

United States Information Agency 301 4th Street, S.W. Washington, DC 20547 (202) 619-5151 (voice) (202) 619-5156 (TDD)

United States Postal Service

If you experience difficulty when ordering merchandise or conducting business transactions through the mail, or suspect that you have been the victim of a mail fraud or misrepresentation scheme, contact your postmaster or local Postal Inspector. Look in your telephone directory under "U.S. Government, Postal Service U.S." for these local listings. If they do not appear, contact: Chief Postal Inspector United States Postal Service Washington, DC 20260-2100 (202) 268-4298 (202) 268-4299

For consumer convenience, all post offices and letter carriers have postage-free Consumer Service Cards available for reporting mail problems and submitting comments and suggestions. If the problem cannot be resolved using the Consumer Service Card or through direct contact with the local post office, write or call: Consumer Advocate United States Postal Service Washington, DC 20260-6720 (202) 268-2284 (202) 268-2310 (TDD)

Federal TDD Directory

This section lists Federal government offices that have Telecommunications Devices for the Deaf (TDDs). These offices can respond to questions and complaints from persons with speech and hearing impairments. If you are a voice user, the Federal Information Relay Service (FIRS) will relay the call for you. Call FIRS at 1 (800) 877-8339 (toll free) or (202) 708-9300 in Washington, D.C., and a relay operator will come on the line. Additional TDD numbers are published in the U.S. Government TDD Directory, available free by writing the Consumer Information Center, Item 573X, Pueblo, CO 81009.

Architectural and Transportation Barriers Compliance Board 1331 F Street, N.W. Suite 1000 Washington, DC 20004-1111 (202) 272-5434 (voice/TDD) (202) 272-5449 (TDD)

Central Intelligence Agency Office of Equal Employment Opportunity Deaf and People with Disabilities Program Washington, DC 20505 (703) 874-4457 (TDD) (703) 874-4464 (voice)

Commission on Civil Rights 624 9th Street, N.W. Washington, DC 20425 1 (800) 552-6843 (202) 376-8116 (TDD)

Commodity Futures Trading Commission (CFTC) 2033 K Street, N.W. Washington, DC 20581 (202) 254-3570 (TDD - complaints) (202) 254-7448 (TDD - information)

Congressional TDD Numbers

United States House of Representatives Congressional Telecommunications for the Deaf (TDD message relay service-to leave messages for Representatives) (202) 225-1904 (TDD)

Subcommittee on Select Education Majority Office, Rep. Owens (202) 226-7532 (voice/TDD)

United States Senate Senate Special Services (202) 224-4049 (TDD)

Senate Human Resources (202) 224-7806 (TDD)

Committee on Labor and Human Resources (202) 224-1975 (TDD)

Subcommittee on Disability Policy Sen. Harkin (202) 224-3457 (TDD)

Minority Office Sen. Durenberger (202) 224-9522 (TDD)

Department of Agriculture 14th Street and Independence Avenue, S.W. Washington, DC 20250

Central Employment and Selective Placement Office (202) 720-2436 (voice/TDD)

Meat and Poultry Hotline 1 (800) 535-4555 (toll free voice/TDD)

Department of the Army Civilian Personnel Office Fort Myer, VA 22211-5050 (703) 696-3181 (voice/TDD)

Department of Commerce Information Locator 14th Street and Constitution Avenue, N.W. Washington, DC 20230 (202) 482-2000 (voice) (202) 482-4670 (TDD)

Office of Personnel 14th Street and Constitution Avenue, N.W. Room 5005 Washington, DC 20230 (202) 482-3706 (TDD-recorded job information line) (202) 482-5138 (voice) (202) 482-5246 (TDD)

Bureau of the Census Population Division Statistical Information Staff FOB #3 Room 2373 Washington, DC 20233 (301) 763-5020 (TDD)

Demographic Surveys Division Consumer Expenditures Survey Programming Branch FOB #3, Room 3449 Washington, DC 20233 (301) 763-4113 (TDD) (301) 763-2383 (TDD)

Economic Programming Division FOB #4, Room 1200 Washington, DC 20233 (301) 763-1537 (voice) (301) 763-5355 (TDD)

Housing and Household Economic Statistics Iverson Mall, Room 416 3737 Branch Avenue Temple Hills, MD 20748 (301) 763-8574 (voice) (301) 763-8530 (TDD)

Center for International Research Health Study Branch Washington Plaza 2, Room 208 Washington, DC 20233 (301) 763-4086 (voice/TDD) 1 (800) 735-2258 (toll free TDD)

Bureau of Economic Analysis Public Information Office 1441 L Street, N.W. Room 1025 Washington, DC 20005 (202) 606-9900 (voice) (202) 606-5335 (TDD)

International Trade Administration Office of Commercial Information Management Office of Promotion Services 14th Street and Constitution Avenue, N.W. Room 1310 Washington, DC 20230 (202) 482-5752 (TDD)

Trade Information Center 1 (800) 872-8723 (toll free voice) 1 (800) 833-8723 (toll free TDD)

Minority Business Development Communications Division 14th Street and Constitution Avenues, N.W. Room 6707 Washington, DC 20230 (202) 482-4572 (TDD)

National Institute of Standards and Technology (NIST) Library and Information Service Division Main Library Administration Building E106 Gaithersburg, MD 20899 (301) 975-3052 (voice) (301) 975-2812 (TDD)

Personnel Office Administration Building Room A123 Gaithersburg, MD 20899 (301) 975-3007 (voice/TDD)

National Technical Information Service Publication and Subscription Division and Bookstore/Sales (703) 487-4639 (voice) (703) 487-4053 (TDD)

National Weather Service National Meteorological Center World Weather Building Room 307 Washington, DC 20233 (301) 443-8910 (voice/TDD) (official business--no forecasts) Office of the Secretary Office of Civil Rights Programs Planning and Systems Division Herbert C. Hoover Building Room 6010 Washington, DC 20230 (202) 482-5691 (voice/TDD)

Patent and Trademark Office Office of Personnel 2011 Crystal Drive Crystal Park 1, Suite 700 Arlington, VA 22202 (703) 305-8231 (voice) (703) 308-6645 (TDD)

Office of Publications 2011 Crystal Drive Crystal Park 1, Suite 513 Arlington, VA 22202 (703) 305-8263 (voice) (703) 305-8377 (TDD)

Department of Education 400 Maryland Avenue, S.W. Washington, DC 20202

Captioning and Adaptation Branch 330 C Street, S.W., Room 4629 Washington, DC 20202 (202) 205-9172 (voice) (202) 205-0169 (TDD)

Goals 2000 400 Maryland Avenue, S.W. Washington, DC 20202 1 (800) USA-LEARN (toll free)

National Institute on Disability and Rehabilitation Research 330 C Street, S.W. Washington, DC 20202 (202) 205-8134 (voice) (202) 205-8198 (TDD)

Office of Civil Rights 330 C Street, S.W. Washington, DC 20202 (202) 205-5413 (voice) (202) 205-8663 (TDD)

Office of Deafness and Communicative Disorders C

330 C Street, S.W. Washington, DC 20202 (202) 205-8352 (voice/TDD)

Rehabilitation Services Administration 330 C Street, S.W. Washington, DC 20202 (202) 205-5482 (voice) (202) 205-8298 (TDD)

Department of Health and Human Services Handicapped Employment Program 200 Independence Avenue, S.W. Washington, DC 20201 (202) 475-0073 (TDD)

Food and Drug Administration 5600 Fishers Lane Parklawn Building Rockville, MD 20857 Personnel (301) 443-1970 (voice/TDD)

Equal Employment Opportunity Office (301) 443-1818 (TDD)

Office of the Secretary Personnel Office (202) 619-3540 (voice/TDD)

Office for Civil Rights 200 Independence Avenue, S.W. Washington, DC 20201 (202) 863-0101 (TDD) 1 (800) 537-7697 (toll free TDD)

Social Security Administration 6401 Security Boulevard Baltimore, MD 21235 (301) 965-4404 (TDD)

Department of Housing and Urban Development 451 Seventh Street, S.W. Washington, DC 20410 (202) 708-1455 (TDD) 1 (800) 927-9275 (toll free TDD)

Department of the Interior 18th and C Streets, N.W. Washington, DC 20240

Personnel Office (202) 208-4817 (TDD)

Department of Justice 10th Street and Constitution Avenue, N.W. Washington, DC 20530 (202) 514-2000 (voice) (202) 514-1888 (TDD)

FBI Tours (202) 324-3447 (voice) (202) 324-1016 (TDD)

Department of Labor 200 Constitution Avenue, N.W. Washington, DC 20210 1 (800) 326-2577 (toll free, 24-hour TDD)

Office of Civil Rights (202) 219-7090 (voice/TDD)

Department of the Navy Human Resource Office 1921 Jefferson Highway Arlington, VA 22241-5363 (703) 607-2696 (TDD)

Department of State 2201 C Street, N.W. Washington, DC 20520

Personnel Office (202) 647-7256 (voice/TDD)

Department of Transportation National Highway Traffic Safety Administration Office of Public and Consumer Affairs (NOA-40) 400 7th Street, S.W. Washington, DC 20590 (202) 366-9550 (voice) (202) 755-7687 (TDD)

Department of the Treasury

Bureau of the Public Debt 13th and C Streets, S.W. Washington, DC 20590 (202) 287-4097 (TDD)

Internal Revenue Service 1111 Constitution Avenue, N.W. Washington, DC 20224 (202) 708-9300 (TDD)

Department of Veterans Affairs 810 Vermont Avenue, N.W. Washington, DC 20420 (202) 233-2459 (voice/TDD) (202) 233-6276 (voice/Handicapped Services)

Environmental Protection Agency 401 M Street, S.W. Washington, DC 20460 (202) 260-2090 (voice) (202) 260-3658 (TDD)

Equal Employment Opportunity Commission 1801 L Street, N.W. Washington, DC 20507 (202) 663-4494 (TDD) 1 (800) 800-3302 (toll free TDD)

Executive Office of the President The White House 1600 Pennsylvania Avenue, N.W. Washington, DC 20500 (202) 456-6213 (TDD)

Federal Communications Commission 1919 M Street, N.W. Washington, DC 20554 (202) 632-7000 (voice) (202) 632-6999 (TDD)

Federal Deposit Insurance Corporation 550 17th Street, N.W. Washington, DC 20429 (202) 898-6726 (voice/TDD) 1 (800) 925-4618 (toll free voice/TDD)

Federal Reserve Board 20th and C Streets, N.W. Washington, DC 20551 (202) 452-3544 (voice/TDD)

General Services Administration 18th & F Streets, N.W. Washington, DC 20405

Clearinghouse on Computer Accommodation (202) 501-4906 (voice/TDD)

Council on Accessible Technology (COAT) (202) 501-2010 (TDD)

Federal Information Relay Service (202) 708-9300 (TDD) 1 (800) 877-8339 (toll free voice/TDD outside DC)

Interstate Commerce Commission Constitution Avenue and 12th Street, N.W. Washington, DC 20423 (202) 927-5721 (TDD)

Library of Congress 101 Independence Avenue, S.E. Washington, DC 20540 Main Switchboard (202) 707-6200 (TDD)

National Reference Service (202) 707-4210 (TDD)

Visitor Services (202) 707-9956 (TDD)

Copyright Information (202) 707-6737 (TDD)

Special Events and Public Programs (202) 707-9955 (TDD)

National Library Service for the Blind and Physically Handicapped 1241 Taylor Street, N.W. Washington, DC 20542 (202) 707-0744 (TDD)

Merit Systems Protection Board 1120 Vermont Avenue, N.W. Washington, DC 20419 (202) 653-8898 (voice) (202) 653-8896 (TDD)

National Aeronautics and Space Administration Washington, DC 20546

Personnel Office (202) 358-0000 (General information) (202) 358-3723 (TDD - Equal Opportunity) (202) 358-1255 (TDD - Management Systems and Facilities)

Greenbelt Personnel Office (301) 286-3729 (voice/TDD)

National Archives and Records Administration Multimedia and Publications Distribution Division Washington, DC 20408 1 (800) 788-6282 (toll free voice) (301) 763-4385 (TDD)

National Council on Disability 1331 F Street, N.W., Suite 1001 Washington, DC 20004-1107 (202) 267-3846 (voice) (202) 267-3232 (TDD)

National Endowment for the Arts 1100 Pennsylvania Avenue, N.W. Washington, DC 20506 (202) 682-5496 (voice/TDD)

National Science Foundation 4201 Wilson Boulevard Stafford Place Arlington, VA 22230 (703) 306-1234 (voice) (703) 306-0090 (TDD)

Nuclear Regulatory Commission Washington, DC 20555 (301) 492-4626 (voice/TDD)

Office of Personnel Management 1900 E Street, N.W. Washington, DC 20415

Equal Employment Opportunity Division (202) 606-2460 (voice/TDD)

Job Employment Center (202) 606-0848 (TDD)

The President's Committee on Employment of People with Disabilities 1331 F St., N.W., Suite 300 Washington, DC 20004-1107 (202) 376-6205 (TDD)

Securities and Exchange Commission 450 Fifth Street, N.W. Washington, DC 20549 (202) 272-2552 (voice/TDD)

Small Business Administration 409 Third Street, S.W. Washington, DC 20416 (202) 205-7333 (TDD)

Smithsonian Institution Accessibility Program Arts & Industries Building Room 1410 Washington, DC 20560 (202) 786-2414 (TDD) (202) 357-1729 (TDD - Visitor Information Line)

Tennessee Valley Authority 400 West Summit Hill Drive Knoxville, TN 37902 (615) 751-8500 (TDD)

U.S. Consumer Product Safety Commission Washington, DC 20207 1 (800) 638-8270 (TDD)

United States House of Representatives Washington, DC 20215 (202) 225-1904 (TDD)

United States Information Agency 301 4th Street, S.W. Washington, DC 20547 (202) 619-5157 (voice) (202) 619-5156 (TDD)

United States Postal Service 475 L'Enfant Plaza West, S.W. Washington, DC 20260 (202) 268-2310 (voice/TDD)

United States Senate Washington, DC 20510 (202) 224-4049, 4075 (TDD)

TDD Operator Services and TDD Relay Services

TDD Operator Services

Hearing- or speech-impaired individuals who use a Telecommunications Device for the Deaf (TDD, also called a TTY or TT) can get assistance for calls to a TDD number by calling Operator Services for the Deaf: 1 (800) 855-1155 (toll free). If you need assistance and you have TDD equipment, this number will put you in touch with a TDD operator who can help you with the following: o calling card calls (with an accepted telephone calling card); o collect calls (paid for by the person you are calling); o person- to-person calls (a call to a specific person); o third-party calls (calls billed to a number other than the one you are calling to or from); o calls from a public phone (only calling card, collect, person- to-person or third-party); and o directory assistance (provide the person's name, street address, city and state).

Telecommunications Relay Services

Telecommunications relay services are a way to link telephone conversations between hearing individuals, using a standard (voice) telephone, and hearing- and speech-impaired individuals, using a TDD. Relay services allow hearing individuals to call TDD numbers and allow hearing- and speech-impaired individuals to call standard (voice) telephone numbers. Calls can be made from a standard (voice) telephone number to a TDD number or from a TDD number to a standard (voice) telephone number.

Local Telecommunications Relay Services

To comply with the "Telecommunications" portion of the Americans with Disabilities Act (ADA), a number of states have begun to operate their own local relay services to link hearing and hearing- and speech-impaired individuals in their local areas. Consult your telephone directory for information on the use, services provided and dialing instructions for your local relay.

Federal Information Relay Service

The Federal Information Relay Service (FIRS) is available for the general public seeking information from Federal agencies and for Federal employees conducting official government business. FIRS provides a link between both hearing and hearing- and speech- impaired individuals. To use the FIRS, call 1 (800) 877-8339 (toll free - voice or TDD). The FIRS operates from 8 a.m. to 8 p.m., Eastern time, Monday through Friday, except for Federal holidays.

Books for Blind and Physically Handicapped Persons

The Library of Congress has a free reading program for blind and physically handicapped individuals. Books, magazines and other publications are available in Braille and/or audio recordings to persons who cannot hold a book or see to read regular print. Special playback equipment is available on loan from the Library of Congress. Cassettes and records can be ordered from approximately 158 cooperating libraries. Anyone who is medically certified as unable to hold a book, or who is unable to read ordinary print because of a visual handicap, may borrow and return these materials, postage-free. For more information, send name and address to: National Library Service for the Blind and Physically Handicapped, The Library of Congress, Washington, D.C. 20542.

Recording for the Blind (RFB) is a national, non-profit organization providing recorded textbooks, library services and other educational resources to people who cannot read standard print because of a visual, physical or perceptual disability. RFB has an 80,000-volume lending library of audio books. RFB's E-Text collection, books on computer disk, comprises more than 500 titles, ranging from computer manuals and works of literature to an assortment of reference works, including dictionaries, law books and a thesaurus. RFB also offers a software reading program for IBM computers which works in conjunction with RFB's electronic books. RFB's line of high-quality adapted recorders, for example, the Talkman IV, V and VI and Desktalk, are affordable, lightweight and readily available. There is a one-time, lifetime registration fee of $37.50 (U.S. dollars). For more information or to request an application, call or write: Recording for the Blind, 20 Roszel Road, Princeton, NJ 08540, (609) 452-0606, 1 (800) 221-4792 (toll free).

Index

This alphabetical index will help you find the right organization to contact about your complaint. First, look for the specific topic, for example, Cars. Under this topic heading, there will be one or more contacts followed by the Handbook page numbers, where you will find an address and/or telephone number for each contact. Sometimes you will be directed to See another entry for a list of contacts. See also references direct you to other topics that might be related to your problem and help you locate the right contact. This index also lists all sections in the Handbook.

Abuse. See Alcohol; Child abuse and neglect; Drugs

Accountants American Institute of Certified Public Accountants Occupational and Professional Licensing Boards

Advertising (fraudulent and deceptive practices) Children's Advertising Review Unit, CBBB Direct Marketing Association Federal Trade Commission National Advertising Division, CBBB State and Local Consumer Protection Offices

Aging. See also Retirement Social Security Administration State Agencies on Aging

American Association of Retired Persons

Agriculture. See Farm programs; Food; Health

Agriculture, Department of (USDA)

Aid to Families with Dependent Children (AFDC)--check local telephone directory for public welfare or social services office

AIDS Hotline

Aircraft, airlines Federal Aviation Administration, DOT Office of Intergovernmental and Consumer Affairs, U.S. Department of Transportation

Alcohol abuse National Health Information Center beverage labeling and ingredients Bureau of Alcohol, Tobacco, and Firearms

Aliens Immigration and Naturalization Service

American Association of Retired Persons (AARP)

American Indians. See Native Americans

Animal care and veterinary services Animal and Plant Health Inspection Service, USDA humane societies--check local telephone directory quarantine Animal and Plant Health Inspection Service State and Local Consumer Protection Offices veterinary drugs Food and Drug Administration

Apartments State and Local Consumer Protection Offices

Appliances dispute resolution Major Appliance Consumer Action Panel (MACAP) energy efficiency labeling Federal Trade Commission safety Product Safety Hotline, CPSC State and Local Consumer Protection Offices

Arbitration. See also specific industries and products American Arbitration Association Better Business Bureaus State and Local Consumer Protection Offices Trade Association and Other Dispute Resolution Programs

Attorneys. See Lawyers

Automobiles. See Cars

Bankruptcy. Consult your telephone directory under "U.S. Government." Check all U.S. Courts and District Courts listings for references to bankruptcy.

Banks and Banking. Banks are regulated by one or more agencies. Check the Department of Treasury listing in the "Selected Federal Agencies" section on page 105 to learn which agency to contact. Consumer Tip State and Local Consumer Protection Offices

Better Business Bureaus

Bilingual education. See Education

Bill collection. See Credit

Black lung benefits Mine Safety and Health Administration, xxx

Blind. See Disabled

Boats and boating recalls, safety Boat Owners Association of the United States (BOAT/US) Boating Safety Hotline, U.S. Coast Guard

Bonds. See Investments

Broadcasting (radio and television) Federal Communications Commission

Brokers (stocks and bonds). See Investments

Builders (homes). See Housing

Buses (baggage, rates, and service) Interstate Commerce Commission State Utility Commissions check with your State and Local Consumer Protection Offices, starting on page 70, for other contacts.

Business opportunities. See Franchises

Cameras and photography equipment Photo Marketing Association State and Local Consumer Protection Offices

Campgrounds Consumer Tip

Cancer Hotline

Car manufacturers

Carpeting. See Rugs

Cars Consumer Tips: Car Repair Buying a Used Car Buying from a Private Individual Buying from a Dealer Buying a New Car Credit and Sublease Brokers Car Leasing Lemon Laws Vehicle Repossessions Renting a Car advertising Federal Trade Commission State and Local Consumer Protection Offices dispute resolution Automotive Consumer Action Program (AUTOCAP) BBB Auto Line Chrysler Motors Customer Center Ford Dispute Settlement Board State and Local Consumer Protection Offices manufacturers emissions standards Environmental Protection Agency Public Information Center fuel economy standards National Highway Traffic Safety Administration fuel economy testing and labeling Environmental Protection Agency Public Information Center imported car standards National Highway Traffic Safety Administration U.S. Customs Service insurance Insurance Information Institute State Insurance Regulators State and Local Consumer Protection Offices leasing Consumer Tip lemon laws Consumer Tip State and Local Consumer Protection Offices new cars Consumer tip odometer tampering and fraud Auto Safety Hotline State and Local Consumer Protection Offices pedestrian safety National Highway Traffic Safety Administration repairs Consumer Tip BBB Auto Line National Tire Dealers and Retreaders Association State and Local Consumer Protection Offices repossessions Consumer Tip safety Auto Safety Hotline Center for Auto Safety tires National Tire Dealers and Retreaders Association used cars Consumer Tip Federal Trade Commission State and Local Consumer Protection Offices

Catalog shopping Direct Marketing Association

Cemeteries Cemetery Consumer Service Council Monument Builders of North America State and Local Consumer Protection Offices veterans Department of Veterans Affairs National Cemetery System

Census Data Bureau of the Census

Center for Science in the Public Interest

Charitable organizations (reports on) Council of Better Business Bureaus State and Local Consumer Protection Offices

Chemical and oil spills. See Environment

Child abuse and neglect National Center on Child Abuse and Neglect

Child care Information for employers Women's Bureau--the Work and Family Clearinghouse check local government listings in your telephone directory under "Family" or "Children" for information about licensing requirements for child care facilities in your area

Child support enforcement Department of Health and Human Services, Office of Child Support Enforcement

Children Children's Advertising Review Unit (CARU)

Citizenship applications Immigration and Naturalization Service

City government State and Local Consumer Protection Offices

Civil rights. See also Discrimination; specific departments in "Selected Federal Agencies" section on page 105 Commission on Civil Rights

Clothing American Apparel Manufacturers Association American Textile Manufacturers Institute care labeling Federal Trade Commission children's sleepwear (flammability standards) Product Safety Hotline

Coins. See also Investments U.S. Mint

Collection Agencies. See Credit

Commerce, Department of

Commissaries Military Commissary and Exchange Contacts

Commission on Civil Rights

Commodity futures and options. See also Investments

Commodity Futures Trading Commission

Complaints. See Consumer complaints

Construction (homes). See Housing

Consumer complaints Better Business Bureaus Corporate Consumer Contacts Federal Information Center Call for Action banking and telecommunications Consumer Action sample complaint letter Selected Federal Agencies State, County and City Government Consumer Protection Offices strategies Trade Association and Other Resolution Programs

Consumer education. See also National Consumer Organizations American Council on Consumer Interests National Coalition for Consumer Education National Institute for Consumer Education State and Local Consumer Protection Offices

Consumer Federation of America

Consumer Information--check the Table of Contents of this Handbook for more information

Consumer Information Center (CIC)

Consumer organizations Refer to list beginning on page 56

Consumer Product Safety Commission

Consumer protection offices State, County and City Government Consumer Protection Offices

Consumer Tips: Car Repair, Purchase, Renting and Other Concerns Mail Order Mail Fraud Telemarketing Calls That Cost: 900 Numbers and Other Pay-Per-Call Services Door-to-Door Sales Home Improvement Home Financing Home Equity Credit Lines Reverse Mortgages Selecting a Financial Institution Credit Consumer Privacy Advance Fee Scams Health Clubs Dating Clubs Timeshares/Campgrounds Travel Scams Product Safety and Recalls Nutrition Labeling

Consumers Union of U.S., Inc.

Cooperative Extension Service

Corporate Consumer Contacts

Correspondence Schools. See Education

Cosmetics (labeling and safety) Food and Drug Administration

County government State and Local Consumer Protection Offices

Courts small claims

Credit billing Consumer Tip Federal Trade Commission State and Local Consumer Protection Offices counseling Consumer Credit Counseling Services State and Local Consumer Protection Offices credit cards Consumer Tip bank issued. See also Banks National Credit Union Administration Selected Federal Agencies State Banking Authorities all other credit cards Federal Trade Commission State and Local Consumer Protection Offices harassment Federal Trade Commission State and Local Consumer Protection Offices information Bankcard Holders of America repair Consumer Tip State and Local Consumer Protection Offices reporting Consumer Tip Federal Trade Commission unions National Credit Union Administration

Cruise ships. See also Travel Federal Maritime Commission

Currency Bureau of Engraving and Printing

Customs U.S. Customs Service

Dating Clubs/Matchmakers Consumer Tip State and Local Consumer Protection Offices

Day care. See Child care

Debts. See Bankruptcy; Credit

Defense, Department of

Dentists. See Health care professionals

Departments of U.S. Government. See specific departments in "Selected Federal Agencies"

Detergents. See Soap

Diet programs. See Weight loss programs

Direct deposit Financial Management Service

Direct marketing Direct Marketing association (DMA) Federal Trade Commission State and Local Consumer Protection Offices U.S. Postal Service

Disabled/handicapped persons benefits Social Security Information Books for the Blind and Physically Handicapped communications Federal TDD Directory Operator Assistance education Books for the Blind and Physically Handicapped Clearinghouse on Disability Information job training and employment President's Committee on Employment of People with Disabilities State Vocational and Rehabilitation Agencies veterans Department of Veterans Affairs State Vocational and Rehabilitation Agencies

Disasters (natural) Federal Emergency Management Agency National Weather Service U.S. Geological Survey

Discrimination child care Department of Health and Human Services, Office for Civil Rights credit. See also Banks Federal Trade Commission State and Local Consumer Protection Offices employment Equal Employment Opportunity Commission President's Committee on Employment of People with Disabilities general Commission on Civil Rights Department of Justice, Civil Rights Division State and Local Consumer Protection Offices lending. See Banks Medicare/Medicaid Health Care Financing Administration mortgages Office of Fair Housing and Equal Opportunity State and Local Consumer Protection Agencies nursing homes Department of Health and Human Services, Office for Civil Rights social service programs Department of Health and Human Services, Office for Civil Rights dispute resolution Better Business Bureaus Trade Association and Other Dispute Resolution Programs

Distilled spirits. See Alcohol

Doctors. See Health care professionals

Door-to-door sales. See Direct selling

Drinking water Safe Drinking Water Hotline State Utility Commissions misrepresentations State and Local Consumer Protection Offices

Drug Enforcement Administration

Drugs abuse National Health Information Center illegal Drug Enforcement Administration Narcotics/Drug Smuggling Hotline information, labeling, and safety for prescription and non- prescription drugs Food and Drug Administration orphan National Health Information Center veterinary Food and Drug Administration

Dry cleaning State and Local Consumer Protection Offices

Education bilingual National Clearinghouse on Bilingual Education Hotline correspondence (home study) Federal Trade Commission National Home Study Council State and Local Consumer Protection Offices disabled children Clearinghouse on Disability Information State Vocational and Rehabilitation Agencies financial aid (federal) Federal Student Financial Aid Program native Americans Bureau of Indian Affairs school lunch programs check local telephone directory for school board or superintendent of schools school lunch program standards Food and Nutrition Service special education programs Clearinghouse on Disability Information trade and technical (vocational) schools Federal Trade Commission State and Local Consumer Protection Offices U.S. Department of Education Hotline veterans Department of Veterans Affairs

Education, Department of

Elderly. See Aging

Electronic funds transfer. See also Banks Federal Trade Commission State and Local Consumer Protection Offices

Emergency preparedness. See also Disasters Federal Emergency Management Agency

Emission control standards. See Cars

Employment agencies Federal Trade Commission National Association of Personnel Services State and Local Consumer Protection Offices benefits Pension and Welfare Benefits Administration discrimination, equal employment opportunity Equal Employment Opportunity Commission President's Committee on Employment of people with Disabilities labor disputes American Arbitration Association Bureau of Labor-Management Relations National Labor Relations Board relocation, training, and assistance Employment and Training Administration State Vocational and Rehabilitation Agencies unfair labor practices Employment Standards Administration National Labor Relations Board wage issues (garnishment, minimum and overtime) Employment Standards Administration workers' compensation Employment Standards Administration workforce quality resources The Work and Family Clearinghouse The Workforce Quality Clearinghouse workforce economic changes Employment Standards Administration workplace safety Employment Standards Administration Occupational Safety and Health Administration workplace technological changes Employment Standards Administration

Energy. See also Power plants; Utilities alternative fuels Conservation and Renewable Energy Inquiry and Referral Service check local telephone directory for state energy conservation office conservation Conservation and Renewable Energy Inquiry and Referral Service National Appropriate Technology Assistance Service costs and billing State and Local Consumer Protection Offices State Utility Commissions efficiency labeling Conservation and Renewable Energy Inquiry and Referral Service Federal Trade Commission heating fuel information Department of Energy safety Product Safety Hotline oil spills National Response Center, U.S. Coast Guard regulation State Utility Commissions State Weights and Measures Offices renewable and solar Conservation and Renewable Energy Inquiry and Referral Service National Appropriate Technology Assistance Service Tennessee Valley Authority weatherization assistance National Appropriate Technology Assistance Service

Energy, Department of

Environment hazards Asbestos Hotline Emergency Planning and Community Right-to-Know Information Hotline National Pesticides Telecommunications Network National Response Center, U.S. Coast Guard Resource Conservation and Recovery Act (RCRA)/ Superfund/UST Hotline Safe Drinking Water Hotline Toxic Substances Control Act Assistance Information Service information Environmental Protection Agency Public Information Center program fraud, waste or abuse Environmental Protection Agency, Inspector General's Whistle Blower Hotline

Environmental Protection Agency

Equal Credit Opportunity Act Consumer Tip

Equal Employment Opportunity Commission

Explosives Bureau of Alcohol, Tobacco and Firearms

Fabrics. See also Clothing American Textile Manufacturers Institute content labeling Federal Trade Commission

Family records National Archives and Records Administration

Farm programs farm loans Farmers Home Administration fraud, waste or abuse Department of Agriculture, Inspector General's Hotline information Cooperative Extension Service Department of Agriculture, Office of Public Affairs

Farmers Home Administration

Federal agencies

Federal Information Centers

Federal TDD Directory

Federal notices and regulations Federal Register, National Archives and Records Administration

Federal property monuments, parks National Park Service surplus sales General Services Administration

Federal Trade commission

Financial aid to students. See Education

Financial planning International Association for Financial Planning

Fire insurance State Insurance Regulators prevention Product Safety Hotline U.S. Fire Administration

Firearms Bureau of Alcohol, Tobacco and Firearms

Fireworks Product Safety Hotline State and Local Consumer Protection Offices

Fish and seafood. See Food and nutrition

Fishing U.S. Fish and Wildlife Service

Fitness. See Health

Flammable fabrics. See Clothing; Fabric

Flood insurance. See Insurance

Food and Drug Administration

Food and nutrition assistance programs Food and Nutrition Service fish and seafood National Marine Fisheries Service Seafood Safety Hotline, FDA food stamps Food and Nutrition Service check local telephone directory for public welfare or social services office grading Agricultural Marketing Service information and advocacy. See also National Consumer Organizations Center for Science in the Public Interest Community Nutrition Institute Public Voice for Food and Health Policy meat and poultry labeling, quality, safety and inspection Food Safety and Inspection Service, Meat and Poultry Hotline nutrition labeling Consumer Tip Food and Drug Administration Human Nutrition Information Service packaging, labeling, quality and safety (except meat and poultry) Food and Drug Administration program fraud, waste or abuse Department of Agriculture, Inspector General's Hotline school lunch program check local telephone directory for school board or superintendent of schools school lunch program standards Food and Nutrition Service Seafood Safety Hotline, FDA tampering Federal Bureau of Investigation Food and Drug Administration turkey Food Safety and Inspection Service National Turkey Federation

Franchises/Business opportunities Better Business Bureaus Federal Trade Commission State and Local Consumer Protection Offices

Fraud. See also specific topics, such as Mail, Telemarketing Federal Trade Commission National Fraud Information Center State and Local Consumer Protection Offices

Fraudulent advertising. See Advertising

Fuel economy standards. See Cars

Funeral Cemetery Consumer Service Council Federal Trade Commission Monument Builders of North America State and Local Consumer Protection Offices veterans Department of Veterans Affairs

Futures. See Investments

Gas. See Natural gas; Energy

Gasoline pumps. See Weights and measures

Genealogy. See Family records

General Services Administration

Government checks Financial Management Service

Government Printing Office

Government publications Consumer Information Center Government Printing Office National Archives Records Administration, Publications Service Selected Federal Agencies

Guarantees. See Warranties/guarantees

Handicapped persons. See Disabled

Hazardous substance spills and waste. See Environment

Health
AIDS Hotline
Cancer Hotline
Clubs
Consumer Tip
discrimination in services
Department of Health and Human Services, Office for Civil Rights doctors. See Health care professionals elderly. See Aging; Medicaid; Medicare; Medigap; Nursing homes employment benefits
Pension and Welfare Benefit Administration
exercise and fitness
National Health Information Center
President's Council on Physical Fitness and Sports
fraud
Federal Trade Commission
Food and Drug Administration
State and Local Consumer Protection Offices
health maintenance organizations (HMOs)
Office of Prepaid Health Care
health spas
Consumer Tip
Federal Trade Commission
State and Local Consumer Protection Offices
hospital care for the indigent
Hill-Burton Free Hospital Care Hotline
hospital certification
Inspector General's Hotline
information
National Health Information Center
insurance disputes
State insurance Regulators
Blue Cross and Blue Shield Association
job health and safety
Occupational Safety and Health Administration
long-term health care facilities. See Nursing homes
medical devices
Food and Drug Administration
medical records
Consumer Tip
State and Local Consumer Protection Offices
medicines (prescription and over-the-counter). See Drugs
patient education
Food and Drug Administration
preferred provider organizations (PPOs)
Office of Prepaid Health Care
prescription drugs
Food and Drug Administration
rare diseases
National Health Information Center
services for the disabled
Federal TDD Directory
State Vocational and Rehabilitation Agencies
surgery
Second Surgical Opinion Program
veterans
Department of Veterans Affairs

Health and Human Services, Department of
Health care professionals (doctors, dentists, nurses, technicians, therapists)
Occupational and Professional Licensing Boards State and Local Consumer Protection Offices

Health care reform
Families USA

Health insurance
See Insurance

Hearing impairment
See also Disabled
Better Hearing Institute
Federal TDD Directory
fraud
Federal Trade Commission
Food and Drug Administration
Hearing Industries Association
State and Local Consumer Protection Offices

Home equity, home improvement loans
See Banks; Home mortgages; Credit

Home Financing
Consumer Tip

Home improvements/remodeling
Consumer Tip
National Association of Home Builders
State and Local Consumer Protection Offices

Home mortgages
See also Banks
State and Local Consumer Protection Offices
Mortgage Bankers Association of America
credit discrimination
Consumer Tip
Office of Fair Housing and Equal Opportunity
Office of Thrift Supervision
FHA Mortgages
Office of Single Family Housing
insurance
Insurance Information Institute
Office of Single Family Housing
State Insurance Regulators

Home study
See Education

Homeowners insurance
See Home mortgages; Insurance

Hospitals
See Health

Hotels and motels
American Hotel and Motel Association
State and Local Consumer Protection Offices

Hotlines (federal)
Check subject headings and/or "Selected Federal Agencies"

Housing
See also Home equity loans; Home improvement loans; Home mortgages; Loans; Apartments
discrimination
Office of Fair Housing and Equal Opportunity

Housing and Urban Development, Department of (HUD)

Housing loans
See Home mortgages

Hunting
National Park Service

Immunizations
Safety
Food and Drug Administration

Immigration (misleading advertising)
State and Local Consumer Protection Offices

Immigration and Naturalization Service

Insurance
National Insurance Consumer Organization
business
Insurance Information Institute car. See cars
dispute resolution
American Arbitration Association
Better Business Bureaus
State Insurance Regulators
flood
Federal Emergency Management Agency
health and life
American Council of Life Insurance
State and Local Consumer Protection Offices
State Insurance Regulators
loan
Title I Insurance Division
State and Local Consumer Protection Offices
mortgage
Insurance Information Institute
Office of Single Family Housing
State and Local Consumer Protection Offices
State Insurance Regulators
unemployment
Employment and Training Administration
veterans' life insurance
Department of Veterans Affairs

Interior, Department of

Internal Revenue Service

Interstate Commerce Commission (ICC)

Investments. (Coins; Commodity futures and options; Mutual funds; Stocks and bonds; etc.)
Securities and Exchange Commission
National Association of Securities Dealers, Inc.
State and Local Consumer Protection Offices

Justice, Department of

Job assistance, training, health and safety
See Employment

Labeling and packaging
See Appliances; Clothing; Cosmetics; Drugs; Energy; Fabrics; Food and Nutrition; Weights and Measures

Labor, Department of

Landlord-tenant
See State and Local Consumer Protection Offices

Lawyers, legal assistance
American Bar Association

Leasing
Consumer Tip
Federal Trade Commission
State and Local Consumer Protection Offices

Libraries

Licensing boards (occupational and professional)
Occupational and Professional Licensing Boards
State and Local Consumer Protection Offices

Life Insurance
See Insurance

Limited Partnerships
See Investments

Liquor
See Alcohol

Loans
See also Banks; Credit; Home equity loans; Home improvement loans; Home mortgages
advance fee
Consumer Tip
discrimination
Comptroller of the Currency
Federal Deposit Insurance Corporation
Federal Reserve System
Office of Fair Housing and Equal Opportunity
Office of Thrift Supervision
farm
Farmers Home Administration
FHA mortgages
Office of Single Family Housing
FmHA insured
Farmers Home Administration
fraud/misleading advertising
State and Local Consumer Protection Offices insurance. See Insurance
settlement costs
Office of Single Family Housing
small business
Small Business Administration

Long-term health care
See Also Aging
Health; Nursing homes
American Health Care Association

Magazine subscriptions
State and Local Consumer Protection Offices
Subscription Research Section, Government Printing Office

Mail fraud and misrepresentation
U.S. Postal Service
adding or removing names from mailing lists
Direct Marketing Association, Mail Preference Service

Measurements
See Weights and Measures

Meat and poultry
See also Food and Nutrition
Meat and Poultry Hotline, USDA

Medals (national)
U.S. Mint

Medicaid
complaints
Social Security Administration, HHS
discrimination
Health Care Financing Administration, HHS
fraud
HHS Inspector General's Hotline
hospital and nursing home certification
HHS Inspector General's Hotline
policy information
Health Care Financing Administration

Medical care
See Health

Medical devices
Food and Drug Administration

Medicare
complaints, general
Social Security Administration
discrimination
Health Care Financing Administration
eligible PPOs
Office of Prepaid Health Care
fraud
Office of Prepaid Health Care
hospital and nursing home certification
HHS Inspector General's Hotline
policy information
Health Care Financing Administration

Medicines
See Drugs

Medigap
American Council of Life Insurance
Health Care Financing Administration
State and Local Consumer Protection Offices

Metric system
Metric Programs, Department of Commerce

Military services
See also Veterans
National Committee for Employer Support of the Guard and Reserve
Military Commissary and Exchange Offices

Minimum wage
See Employment

Mobile homes
See also Housing
Manufactured Housing and Construction Standards Division
State and Local Consumer Protection Offices

Money market/mutual funds
See Investments

Monuments
See Cemetery

Mortgages
See Home mortgages

Motels
See Hotels and motels

Motor vehicles
See Cars

Moving and storage companies
interstate (between states)
Interstate Commerce Commission
intrastate (inside the state)
State Utility Commission
State and Local Consumer Protection Offices

Mutual funds
See Investments

National Consumer Organizations

National Consumers League

Natural gas
American Gas Association

Nursing homes
certification
Health Care Financing Administration
discrimination
Department of Health and Human Services, Office for Civil Rights information
American Health Care Association
State and Local Consumer Protection Offices
Department of Veterans Affairs

Nutrition
See Food and nutrition

Occupational and professional licensing boards
See Licensing

Oil resources
See Energy

Overtime pay
See Employment

Package Tours
See Travel

Parks (national)
National Park Service, Department of the Interior

Passport Services
Department of State

Patent and Trademark Office
Department of Commerce

Pension insurance, plans
Pension and Welfare Benefits Administration,
Department of Labor
Pension Benefit Guaranty Corporation

Personnel consultants
See Employment agencies

Pesticides
National Pesticides Telecommunications Network, EPA

Pets
See Animal care and veterinary services

Pharmaceuticals
See Drugs

Pharmacies
State and Local Consumer Protection Offices

Photo finishing
See Cameras and Photographic equipment

Physical fitness
See Health

Physical handicaps
See Disabled/handicapped persons

Physicians
See Health care professionals

Poisoning
National Pesticides Telecommunications Network, EPA

Political advertising
Federal Communications Commission

Pollution
Environmental Protection Agency

Post offices/postal service
closing appeals
Postal Rate Commission
complaints (including mail fraud)
U.S. Postal Service
postal rates
Postal Rate Commission

Poultry
See Food and nutrition

Power plants
See also Energy; Utilities electric
State Utility Commissions
nuclear
Nuclear Regulatory Commission
State Utility Commissions

Privacy protection
Consumer Tip
State and Local Consumer Protection Offices

Product safety and recalls
Consumer Tip
Consumer Product Safety Commission
State and Local Consumer Protection Offices

Prostheses
American Orthotic and Prosthetic Association

Public Citizen

Public Voice for Food and Health Policy

Pyramid schemes
Federal Trade Commission
State and Local Consumer Protection Offices

Radio (broadcast, regulation, licenses)
Federal Communications Commission

Radioactive materials
Nuclear Regulatory Commission

Radiological products
Food and Drug Administration

Railroads
employee benefits
Railroad Retirement Board
hazardous freight and cargo/safety
Federal Railroad Administration, DOT
rates, service, and claims
Interstate Commerce Commission

Real estate
interstate
Interstate Land Sales Registration Division, HUD
practices and settlement procedures
Office of Single Family Housing
State and Local Consumer Protection Offices

Recalls
See Cars; Boating; other consumer products Consumer Tip
Auto Safety Hotline
Product Safety Hotline, CPSC
processed food, drugs, medical devices
refer to white pages of your local telephone book for regional office of U.S. Food and Drug Administration

Rehabilitation, vocational
Federal TDD Directory
State Vocational and Rehabilitation Agencies

Remodeling
See Home improvements

Rent control
check with your State or Local Consumer Protection Office for contacts

Rent-To-Own
Consumer Tip
State and Local Consumer Protection Offices

Repairs and repair facilities
See Cars; other specific products
State and Local Consumer Protection Offices

Resorts
See Hotels and motels; Travel; Timeshares

Retirement benefits/plans
See also Pension plans Social Security Administration

Rugs
Carpet and Rug Institute
misleading advertising and sales
State and Local Consumer Protection Offices

Runaway children
National Runaway Switchboard, HHS

Safe Drinking Water Hotline

Safety
See Product Safety

Sales, "going-out-of-business"
State and Local Consumer Protection Offices

Sale advertisements and flyers
Federal Trade Commission
State and Local Consumer Protection Offices

Sample Complaint Letter

Savings and loan associations
See also Banks and Banking Office of Thrift Supervision

Savings Bonds
Bureau of the Public Debt
U.S. Savings Bond Division

School lunch programs
check telephone directory for school board or superintendent of schools

School lunch program standards
Food and Nutrition Service

Schools
See Education

Seafood
See food and nutrition

Securities
See Investments

Securities and Exchange Commission

Senior citizens
See Aging

Small Business Administration

Small Claims Courts

Soap
The Soap and Detergent Association

Social Security
See also Aging benefits Social Security Administration

Social services
See also Aging; Disabled/Handicapped; Health:
Welfare
 State and Local Consumer Protection Offices
 State Vocational and Rehabilitation Agencies

Speech impairment
See Disabled/Handicapped

Sports, sports equipment
Product Safety Hotline
President's Council on Physical Fitness and Sports

Standards (product)
National Institute of Standards and Technology

State Agencies on Aging

State Banking Authorities

State, County, & City Government Consumer Protection Offices

State Insurance Regulators

State Utility Commissions

State Vocational and Rehabilitation Agencies

State Weights and Measures Offices

Stocks and bonds
See Investments

Supplemental Security Income (SSI)
Social Security Administration

Surgery
See Health

Surplus property sales (Federal)
General Services Administration

Survivor benefits
Department of Veterans Affairs
Social Security Administration

Taxes
federal
Internal Revenue Service

Telecommunications devices for the deaf
Federal TDD Directory
Operator assistance

Telemarketing
See also Direct marketing
Consumer Tip
Alliance Against Fraud in Telemarketing
Federal Trade Commission
State and Local Consumer Protection Offices

Telephone service
Consumer Tip
local service
State and Local Consumer Protection Offices
long distance service
Federal Communications Commission
State and Local Consumer Protection Offices
Tele-Consumer Hotline

Television
broadcast and cable regulations
Federal Communications Commission
State and Local Consumer Protection Offices

Timeshares/campgrounds
Consumer Tip State and Local Consumer Protection Offices

Tires
National Tire Dealers and Retreaders Association

Toy safety
Product Safety Hotline Toy Manufacturers of America

Trade
domestic
Federal Trade Commission
international
Department of Commerce, Office of Consumer Affairs
Consumers for World Trade

Trade and technical schools
See Education

Trade Association and Other Resolution Programs

Transportation
Department of

Travel
Consumer Tip
fraud
Federal Trade Commission
State and Local Consumer Protection Offices
Passport Services,
Department of State travel agents
U.S. Tour Operators Association
American Society of Travel Agents, Inc.

Treasury
Department of the

U.S. Government Offices
See Selected Federal Agencies

U.S. Public Interest Research Group

Unemployment
See Employment

Used cars
See Cars

Utilities
See also Energy; Power plants State Utility Commissions

Veterans
Department of Veterans Affairs

Visually impaired
See Disabled; Rehabilitation

Vocational schools
See Education

Wages (garnishment, minimum wage, overtime pay)
Employment Standards Administration

Warranties/Guarantees
Federal Trade Commission State and Local Consumer Protection Offices

Water
See Drinking water

Weight loss programs
Cooperative Extension Service Federal Trade Commission Food and Drug Administration State and Local Consumer Protection Offices

Weights and measures
National Institute of Standards and Technology State Weights and Measures Offices

Welfare
Social Security Administration check telephone directory for public welfare or social services office

Workers' compensation
See Employment

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