Office of Program Policy Analysis and Government Accountability
Office of Program Policy Analysis and Government Accountability

Florida's System for Handling Consumer Complaints Could Be Improved

Report 06-51, June 2006




Report Summary

  • 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.


Related Reports
  1. The PSC Has Enhanced Its Consumer Services and Participation in Florida's Lifeline Program Has Substantially Increased
    Report 10-50 July 2010
  2. The PSC and Legislature Could Consider Several Options to Enhance Services and Consumer Protection
    Report 08-63 November 2008
  3. Further Actions Need to Be Taken to Improve the State's Consumer Complaint System
    Report 08-33 May 2008
  4. Greater Use of Alternative Resolution Could Aid Consumer Protection
    Report 05-15 March 2005
Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
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