The document is a report on the adequacy of existing procedures for resolving disputes arising out of consumer transactions. It is primarily concerned with problems of the consumer who receives defective goods or services and so suffers economic loss. Focusing on four types of dispute resolution, the document presents its findings and recommendations for the improvement of each type: (1) business-sponsored mechanisms--not a reliable method of consumer redress in fraud cases or nonfraud cases where the businessman believes he is correct and a large amount is at stake, (2) arbitration--a possible alternative method where disputes cannot be resolved by negotiation and are referred to an impartial arbitrator for a final and binding decision, (3) small claims courts--provide speedy and inexpensive justice for the litigants who could not afford a lawyer, and (4) consumer class actions--a controversial approach to judicial remedies for consumer grievances which can be abused by lawyers or can be helpful to consumers who have been injured but often do not bring cases on their own. Separate statements by members of the Board of Directors for the National Institute for Consumer Justice present different viewpoints on the four methods of resolving consumer grievances. (Author/EC)