Four papers on the nature of the problem and basic approaches to it discuss the characteristics of a model mechanism for resolving consumer disputes, factors that should be considered by the private sector, and a consumer's view of third-party mechanisms. Several model programs are described, including a conciliation service for resolving tenant-landlord disputes, the appliance industry's solution to consumer disputes, a program undertaken by a coalition of corporation counsels, utility consumer mediation and arbitration in Pennsylvania, and consumer arbitration in a recession. Additional papers focus on minor dispute processing, nonjudicial dispute resolution mechanisms, dispute resolution in the funeral service industry, small claims court in California, negotiation, and Internal Revenue Service dispute resolution. Tables, chapter notes and reference lists, and 350 references are provided. For separate papers, please see NCJ 91237-41.