What does CPSC do with my complaint and what feedback will I get from you?
A: If you report to us through SaferProducts.gov, you will receive a confirmation e-mail from CPSC telling you that we have received your report. If you reported to us through our hotline or postal mail, you will get a letter from CPSC’s National Injury Information Clearinghouse shortly after we receive your complaint. The letter will describe how CPSC uses the information that you sent and will ask you to review the report and confirm its accuracy. At that point, you can make corrections or supply us with additional information in your reply.
If you have identified a manufacturer in your report, we send your report to the manufacturer. If you have told us that we may include your name and contact information in what we send to the manufacturer, you may receive a direct response from the company.
We may or may not investigate your product complaint. Agency staff reviews every report that is submitted. We use all reports to identify patterns of injuries and hazards and guide our regulatory work. Due to the large volume of reports received by the CPSC each year, agency staff, unfortunately, cannot investigate and respond to every report on an individual basis. As a data-driven agency, every report is important to the CPSC as we undertake additional analysis and product investigations, where appropriate.
If we decide to investigate the product you've reported to us, a CPSC investigator will contact you. (It may be a while after you have sent us your complaint.) If, based on the investigation, we decide a recall or other action is required, that action will not be made public until we issue a news release.