STEPHEN LEWIS reports on a new helpline which aims to help consumers stand up for their rights.

Consumers in Yorkshire and the Humber are to be among the first in the UK to benefit from a new consumer advice helpline.

Consumer Direct is being billed by the Government as a consumers' version of the national health helpline NHS Direct - a first point of contact for consumers who are not happy with the way they have been treated but do not know who to turn to for advice.

The freephone helpline number - which will begin with 0845 - will be staffed by trained advisors, who will be experts in a wide range of consumer issues.

They will be able to offer free information on consumer rights, guidance on solving consumer problems, information on consumer credit and scams, and the chance to shop rogue traders.

"You may have bought something in a clothes shop and it is faulty, and they are not honouring their obligations in respect of consumer rights," a Department of Trade and Industry (DTI) spokesman said. "It may be a brand new car you bought, which you are not satisfied with, or a dodgy trader you want to report."

Consumer Direct advisers will not be able to take up cudgels directly on consumers' behalf, by contacting traders or dealers themselves. But they will be able to guide callers about what to say and do, and what their rights are.

When appropriate, they will also be able to refer callers on to other organisations which can help, such as Citizens' Advice or the Office of Fair Trading.

Many consumers in Yorkshire and the Humber can expect to make substantial savings from having access to the advice on offer, the DTI says.

Research from earlier pilot projects has shown that the average saving for each caller to the service is £100, through refunds, reduced travel costs and less time off work dealing with problems.

Yorkshire and the Humber is one of only four regions in the UK chosen to pilot the new helpline. It is expected to go live here in the summer.

Consumer Minister Gerry Sutcliffe said: "This is very exciting news for consumers across Yorkshire and the Humber. Our research has shown that people don't know where to turn for help with consumer problems. The majority of us will complain if we are not happy with goods purchased or services provided, but most of us will give up if we don't get our problems solved quickly.

"This is all set to change in Yorkshire and the Humber. Consumer Direct will give people across the region the knowledge, tools and confidence to be able to resolve consumer problems themselves."

Councillor Graham Clarke, chairman of the West Yorkshire Joint Services Committee, said: "We are extremely proud to have been selected to deliver the Consumer Direct service in the Yorkshire and Humber region. Consumer Direct will bring real benefits to consumers and legitimate businesses and we are looking forward to working with the DTI and partners in the region to deliver a first class service."

The DTI says the £30 million initiative marks the biggest single change in the way people can exercise their rights by accessing consumer information and advice for more than 25 years.

Updated: 08:57 Thursday, January 29, 2004