THE launch of a new national information service has changed the way in which City of York Council Trading Standards now operates and gives advice.

Consumers in the region, including York, have access to a new consumer helpline and online service called Consumer Direct, which provides clear and practical consumer advice and information.

The idea of a national consumer helpline was first outlined in a government White Paper in 1999. Pilot projects showed that an additional resource was needed to provide comprehensive consumer advice nationwide to answer a range of consumer questions and help consumers to solve problems themselves.

City of York Trading Standards, together with the other Yorkshire and Humber Trading Standards Authorities, are working in partnership to provide Consumer Direct for all consumers in the region. The new service is be available through a single national telephone number and online and it will be the first port of call for consumers looking for help before and after buying products or services.

However, where consumers need further advice and intervention to resolve their complaint, this will be providing by the consumer's local trading standards department. Consumer Direct will allow City of York Trading Standards to concentrate on more complex consumer issues where intervention and the provision of specialist face-to-face support is needed.

The new service will increase consumers' access to quality assured advice and information, and aims to provide people with the knowledge, tools and confidence to be able to resolve matters themselves in the first instance. Consumer Direct will also improve the quality and coverage of information for trading standards and act as a gateway to other complementary services where further help is required or specialist advice is needed.

Consumer Direct is intended to complement and extend, not replace, existing advice services. Advice is free, and the service is funded by the Department of Trade and Industry - the consumer pays only the price of the phone call to the number, 08454 040506. Consumers in York can continue to phone 01904 551562 and the call will automatically be transferred. The website address is www.consumerdirect.gov.uk. Consumer Direct operates from West Yorkshire offices on behalf of the Yorkshire and Humber Trading Standards Authorities and is open from 8am to 6.30pm. Monday to Friday, and 9am to 1pm on Saturdays (excluding bank holidays and public holidays). Consumers with special needs, more vulnerable people or those who require specialist fact-to-face advice should still contact Trading Standards at 9 St Leonard's Place, York, to make an appointment to see a consumer adviser. Telephone 01904 552518/9.

Updated: 08:46 Thursday, September 02, 2004