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Office of Program Policy Analysis and Government Accountability

Florida’s System for Handling Consumer Complaints Could Be Improved, Report No. 06-51, June 2006
 
Full report in PDF format


  • Most state agencies receive consumer complaints and have developed generally consistent mechanisms to help consumers resolve these complaints.  In addition, two agencies—the Department of Agriculture and Consumer Services and the Office of the Attorney General—have a broader role, handling complaints against entities not regulated by the state, violations of Government in the Sunshine Laws, and economic crimes.  However, comprehensive, enterprise-wide information about the consumer complaint services provided by agencies is not centrally collected and reported to policymakers. 
  • Florida law requires agencies to coordinate with each other through a statutorily mandated referral process, to ensure that state government is responsive to consumers.  Although they do engage in some informal coordination, agencies often do not implement all provisions of the consumer services laws.
  • The state’s consumer complaint resolution process could be improved by increasing communication among agencies, providing the Legislature more comprehensive information about agencies’ complaint-related activities, and reducing duplication.

Which Government Program Summaries contain related information?

Dept. of Agriculture and Consumer Services, Consumer Services
DBPR, Professional Regulation
Agriculture and Consumer Services, Licensing
Dept. of Financial Services, Consumer Services
Dept. of Financial Services, Insurance Fraud
Dept. of Financial Services, Office of Financial Regulation
Dept. of Financial Services, Office of Insurance Regulation
Public Services Commission

What other OPPAGA-related materials are available?

  • Report No. 10-50 The PSC Has Enhanced Its Consumer Services and Participation in Florida’s Lifeline Program Has Substantially Increased,published in July 2010.
  • Report No. 08-63 The PSC and Legislature Could Consider Several Options to Enhance Services and Consumer Protection, published in November 2008.
  • Report No. 08-33 Further Actions Need to Be Taken to Improve the State’s Consumer Complaint System, published in May 2008.
  • Report No. 05-15 OPPAGA Report: Greater Use of Alternative Resolution Could Aid Consumer Protection, published in March 2005.
  • Report No. 01-51 Justification Review: General Revenue Savings Possible in Consumer Protection Program, published in November 2001.

Copies of this report in print or alternate accessible format may be obtained by telephone (850/488-0021), by FAX (850/487-9213), in person, or by mail (OPPAGA Report Production, Claude Pepper Building, Room 312, 111 W. Madison St., Tallahassee, FL 32399-1475).
e-mail address: oppaga@oppaga.fl.gov


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