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Office of Program Policy Analysis and Government Accountability

Further Actions Need to Be Taken to Improve the State’s Consumer Complaint System, Report No. 08-33, May 2008
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State agencies have taken actions to implement our recommendations for improving state consumer complaint processing, but more steps should be taken. The Department of Agriculture and Consumer Services and the Office of the Attorney General have reduced the potential for duplication of services by clarifying their respective roles in handling price-gouging complaints. However, responsibility for eligibility screening of Lemon Law complaints remains divided between these two agencies. In addition, the Office of the Attorney General has not adopted our recommendation to refer consumer intake information it receives to the Department of Agriculture and Consumer Services clearinghouse, which can result in consumers needing to provide information about a single incident to two state agencies. We continue to believe that a legislatively created interagency consumer roundtable would help coordinate agency consumer protection activities and that statewide information about consumer complaint activities and costs should be reported to the Legislature.

What were our earlier findings?

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

Which Government Program Summaries contain related information?

Dept. of Agriculture and Consumer Services, Consumer Services
Office of the Attorney General (Dept. of Legal Affairs)

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. 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).
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