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22 June 2006

100,000 Calls

Consumer Direct East Midlands, the government consumer helpline, has given advice to more than 100,000 people in the region since its launch a year ago today (27th June). The telephone and online service gives clear, practical advice to consumers to help them find out about their rights and resolve a range of consumer problems.

During its first year demand for the service has grown and the team of 26 expert consumer advisors at Consumer Direct East Midlands now respond to around 10,000 calls a month, as well as over 200 emails.

The advice line is making a huge difference, with over 80% of callers saying they were satisfied with the service and that the advice they received helped them to resolve their problem themselves. Helping callers with any consumer problem, from faulty goods to dodgy workmanship, Consumer Direct East Midlands answers 96% of calls in under 20 seconds.

Sara Barry, Consumer Direct East Midlands Manager said: 'Consumer Direct East Midlands is proving to be a real success and has brought incredible benefits to consumers across the region. I am delighted we have been able to help so many people in our first year alone.'

'With a single phone number to call, available six days a week, it is easier for everyone to access quality consumer advice when they need it - enabling people to get a fair deal for themselves.' Sara added.

Consumer Direct's Advisors are able to directly help eight out of ten callers by giving them the knowledge, tools and confidence to deal with the problem themselves. By working in close partnership with Trading Standards, cases which require further assistance or where the complaint is of a serious or criminal nature, can be referred on for investigation.

Anyone in need of clear, practical consumer advice can contact Consumer Direct on 08454 04 05 06 or visit the website www.consumerdirect.gov.uk.

For further information please contact :

Georgina Heath
Tel: 01522 535792
georgina.heath@consumerdirect-eastmidlands.gov.uk

Consumer Direct East Midlands Statistics

Between June 2005 and June 2006:

• Equal numbers of men and women contacted Consumer Direct East Midlands for advice
• The majority of callers were aged 35 – 54

The top complaint areas have been:

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