COMBAT proves persistence pays off

For 26 years, Northeast COMBAT has responded to consumer problems received at the Bangor Daily News. By our reckoning, this is the 1,500th column COMBAT volunteers have written since “Consumer Forum” first appeared in June 1978.

Over the years, Forum readers keep asking the same two questions: “How does COMBAT differ from agencies like the Better Business Bureau and the Attorney General’s Office? And “Why is COMBAT often successful when other organizations or agencies have failed to get results?”

We usually reply directly to the person sending the request.

But maybe it’s time we answer those questions for all of our readers because it gives us an opportunity to explain the concept of “voluntary compliance,” which is really where the rubber meets the road when it comes to effectively helping consumers who have been wronged. But first, let’s briefly answer the two questions.

How do we differ? Well, here are some basic differences: The “Maine” Better Business Bureau is actually a “satellite” of the Better Business Bureau of Eastern Massachusetts in Natick. Not that there’s anything wrong with Massachusetts. But since COMBAT was founded in Maine, remains in Maine, spends any money it raises in Maine – and our entire focus is on helping Maine people, we think that’s a good thing.

Maine people don’t have to share us with Massachusetts, New Hampshire and Vermont.

Unlike government agencies, we receive no tax dollars and rely entirely on memberships, donations, fee for service, and events like yard sales and raffles. We are, therefore, independent of political influence and don’t have to worry about legal or jurisdictional limitations. We are free to rely on fairness, common sense and justice without any legal mumbo jumbo. It is very liberating. And because we are an organization composed of volunteers, we can focus on the rights of the individual consumer.

The Attorney General’s Office is not likely to send dozens of letters and make dozens of calls for one consumer with a $59.99 merchandise or service complaint. Nor would we as taxpayers want an agency of government spending our tax dollars that way.

But COMBAT and Forum will tenaciously pursue justice for that consumer because every person, regardless of income or value of a problem in dollars, is important to us. We can do that because our overhead is low because our staff consists of unpaid volunteers.

Finally, there is a basic difference in how COMBAT operates.

Attorneys general and Better Business Bureaus often rely on the concept of “voluntary compliance.” If they contact a company on a consumer’s behalf, they expect the company to willingly reply. If the business does not respond voluntarily or refuses a request after the first or second contact, especially if the complaint has a small dollar value, many agencies mark the case “closed” and go no further.

Unfortunately, many people and unethical companies know that the average consumer (or agency) will simply give up after two attempts. Irresponsible companies don’t have to comply voluntarily, they know they can just wait until the problem goes away.

For all the reasons described above, COMBAT does not suffer limitations that sometimes hobble others. We can pursue, pursue, pursue … until we get an answer. And that is how we differ, and why we can often get results when others have long since stopped trying.

If you have questions about Consumers Of Maine Bringing Action Together or this column, let us know. We will voluntarily reply.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership is $25; business rates start at $125 (0-10 employees). For help and information write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.