Role of Social Media in Responding to Consumer Complaints

Summary

This practice note discusses how consumer product manufacturers, distributors, and sellers should respond to consumer complaints made on social media platforms while maintaining compliance with applicable law, including the Consumer Product Safety Act (CPSA) (as amended by the Consumer Product Safety Improvement Act of 2008 (CPSIA)). This practice note also covers guidance provided by the Consumer Product Safety Commission (CPSC) and related CPSC enforcement actions.