毕业论文 外文翻译 中英文 为保护消费者的基于原则的纠纷解决机制.doc

附 录A Principle-based dispute resolution for consumer protection 1. Introduction In a marketplace, companies make money by providing goods or services to consumers, and consumers pay for goods or services received. But sometimes companies fail to provide what they have promised, and consumers do not receive what they expect. The problem may be resolved by contacting the company’s customer service representatives or by submitting claims through warranty programs. However, when the problem still cannot be resolved, unhappy customers may complain to third party consumer protection organizations, such as the Council of Better Business Bureaus(BBB). Unresolved complaints of this type have been increasing in recent years. In 2005, over 1.1 million complaints were received by local BBBs in the United States. Of those, 67.3% were filed online by the public . There are many dispute cases still waiting to be processed. Some disputes may never be processed at all. The dollar amount involved in an individual case could be small, so it may not be cost-effective for consumers to proceed. How can better protection be provided for consumers in these situations? Consumers have a legal right to be protected. In the United States, the Consumer Bill of Rights includes the right to be heard, to be assured that consumer interests will receive full and sympathetic consideration in the formulation of government policy, and fair and expeditious treatment in its administrative tribunals .Consumer complaints and expectations of seeking redress should be fairly and expeditiously processed through redress mechanisms . Maynes presented five corrective measures for dispute resolution including: consumer complaint agencies, small claims courts, measures to assure consumer access to the services of lawyers(prepaid legal services and class action suits) and warranties. The aim of these measures is to provide increased access to justice at a lower cost. But litigating and enforcing such disputes