The Seattle Times: Consumer Guide

For most consumer complaints against businesses
Your best single resource for local help is the Washington Attorney General's office, which serves as the public's lawyer and is responsible for carrying out laws passed by the state Legislature that protect consumers and legitimate businesses from unfair business practices.
www.atg.wa.gov

Also for complaints against local businesses
The Better Business Bureau serving Oregon and Western Washington, a private, nonprofit agency works to maintain fair business dealings between consumers and businesses the community.
www.thebbb.org

For help from the federal government
Try www.consumer.gov, an umbrella Web site that will lead you to many different government agencies charged with protecting the public from dangerous products, rip-offs and scams.
www.consumer.gov

Gift certificates/gift cards

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For gift certificates or cards purchased since July 1, 2004, there are new rules. The certificate or gift card cannot have an expiration date; no service fees can be charged nor fees for inactivity; and the business must refund a balance to the consumer of $5 or less.

A few exceptions
Donated gift cards by a business to a charity for fund-raising, and cards issued for loyalty programs (given to you) may have expiration dates; reloadable gift (debit) cards with less than a $5 balance may charge a service fee for inactivity of $1 a month after 2 years; and cards or certificates issued by artistic or cultural organizations may have a three-year expiration date if noted on the certificate or card. If a business doesn't comply, contact the Attorney General's office:
800-551-4636
www.atg.wa.gov
More information: ucp.dor.wa.gov/ucp_giftCert.asp#exceptions

Insurance

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Wonder if you're paying too much for insurance? Got a beef with your insurance company?

Washington State Insurance Commissioner's Office
The place to complain about insurance problems. The office periodically performs cost-comparison surveys of insurance policies for auto, home, health and life. Send inquiries and requests to:
P.O. Box 40256, Olympia, WA 98504-0256
Consumer Hotline: 800-562-6900
www.insurance.wa.gov

SHIBA (Statewide Health Insurance Benefits Advisers)
A statewide network of trained volunteers who help consumers with questions about health insurance. The agency has about 350 volunteers who educate and advocate for consumers.
800-562-6900
www.insurance.wa.gov/consumers/shiba/default.asp

Charity care
Unemployed? Can't afford health insurance? The state Department of Health requires all hospitals to offer charity care. You are eligible if your income is below the federal poverty level, and all or part of a hospital bill may be written off. If you have questions about the state's charity-care law and believe you qualify, ask the hospital where you receive care. Or write Director, Hospital and Patient Data Systems, State Department of Health:
P.O. Box 47814, Olympia, WA 98504-7814
360-236-4210
www.doh.wa.gov/ehsphl/hospdata/CharityCare/Default.htm

The Northwest Justice Law Project
A not-for-profit statewide organization offering free civil legal services to low-income people, maintains an online guide to charity care (look under Health). Or call for a copy to be mailed to you. You must qualify for charity care under federal poverty guidelines.
In Seattle, 206-464-1519; elsewhere 888-201-1014
www.washingtonlawhelp.org/WA/index.cfm

Washington's Basic Health Plan
The Basic Health Plan is a state-sponsored managed-care insurance program offered through private insurance companies for low-income families. The amount you pay depends on the size and income of your family.
P.O. Box 42683, Olympia, WA 98504-2683
800-660-9840
www.basichealth.hca.wa.gov/

Internet

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Unordered services or "cramming"
Be vigilant about checking your credit cards and phone bills for Internet-related services you never ordered, authorized, received or used. This practice, known as "cramming," is on the upswing.

If someone contacts you about free or trial Internet services
Always request to see the offer in writing prior to approval, and never agree to anything over the phone. Install a good firewall on your computer, keep your system updated with the latest virus protection and don't download files from unfamiliar sites. Talk to your phone company about installing an international block on your line.

If you've been a victim
Contact your phone company. If possible, contact the billing party. Keep detailed notes on their response and monitor your credit-card statements for promised refunds or credits. Be sure to dispute the charge with your credit-card company in writing within 60 days of the date the charge appears on your statement. If you are unable to resolve the matter, file a complaint with the Office of the Attorney General:
900 Fourth Ave., Suite 2000, Seattle, WA 98164-1012
206-464-6684
www.atg.wa.gov

Privacy issues
When responding to e-mail or advertising, be sure you know whom you're dealing with. If you order something over the Internet, make sure you're ordering from a secure site and use your credit card.

Never give your Social Security number out over the Internet. Many scam artists pose as legitimate businesses and ask for personal information. If you receive a pop-up ad that says a company is "updating your personal profile," don't respond. Some of these schemes are very sophisticated, and have been known to appear to link the request to legitimate company Web sites.

Never provide personal information on "member profile" forms. Many Internet sites ask consumers to fill out a profile that asks for personal information. Avoid them since many scam artists use these to find victims.

Econsumer.gov
A coalition of 13 countries combating multinational fraud on the Internet. The site offers tips on shopping as well as a "shopping assistant" designed to help you evaluate whether the company you're contemplating doing business with is legitimate. Complaints filed online will be entered into the Federal Trade Commission's database, "Consumer Sentinel," and must be against a foreign company.

Junk mail and faxes, spam, do-not-call lists

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Many businesses make money by selling your name and address to other businesses as part of a mailing list. If given the opportunity, always elect to "opt out" of being added to a mailing list. Mortgage companies, credit-card companies and banks give you the opportunity to decline, or "opt out," of having your information sold. When doing business with mail-order companies, find out whether they sell their mailing list to others. If so, write or call and explain you don't want your name and address sold or shared with others.

The Federal Trade Commission
With the increase in Internet use, the number of marketers using unsolicited commercial e-mail, also known as spam, has skyrocketed. The FTC's Web site contains information for consumers as well as businesses, including access tips, laws and instructions on how to deal with spam. You can also learn about the latest trends in scams, and file a complaint online.
www.ftc.gov/spam/

Deceptive spam
If you get deceptive e-mail, forward it to spam@uce.gov. The FTC uses your information to pursue law-enforcement actions against people who send deceptive e-mail. Some of the most common scams are chain letters, work-at-home schemes, weight-loss claims, credit-repair offers, advance-fee loan schemes and adult entertainment.

Junk faxes
If your fax machine is tied up with unsolicited advertisements, and you don't have a previous relationship with the company, they're prohibited from faxing you unsolicited information. Mail the faxes to the Federal Communications Commission, which will use them to build a case against the company:
FCC, 11410 N.E. 122nd Way, Suite 312, Kirkland, WA 98034-6927

National Do Not Call Registry:
The Federal Trade Commission allows you to register up to three phone numbers, including your cellphone, online or by phone from the number you wish to register. Registration is free.
888-382-1222; hearing impaired, 866-290-4236
www.donotcall.gov

The Direct Marketing Association
This trade group maintains lists of consumers who don't want to be bothered by junk mail, telemarketers or spam. DMA's computerized list is circulated to its member companies and others who pay for the service. Contact DMA for information or to register to have your personal information removed from national marketing lists.
212-768-7277
www.dmaconsumers.org/consumerassistance.html

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