Consumer Federation of America, North American Consumer Protection Investigators, 2013 Consumer Complaint Survey Report

“Every year Consumer Federation of America and the North American Consumer Protection Investigators conduct a survey of state and local consumer protection agencies to ask about the top complaints they received the previous year, the worst and fastest-growing complaints, new types of complaints, their biggest challenges and achievements, and their suggestions for new laws needed to better protect consumers. This year, 40 agencies in 23 states across America responded to the survey.
These agencies provide direct information and assistance to the public. Unlike most federal agencies, they usually mediate individual complaints. Many have administrative, civil and/or criminal authority to stop unfair, deceptive or fraudulent practices, obtain restitution, and ensure that the marketplace functions properly. Some also have special responsibilities such as operating new car lemon law programs, monitoring the accuracy of scales, price scanners and meters, or regulating or licensing certain types of businesses and professions. In addition, state and local consumer protection agencies prevent problems in the marketplace by educating consumers and businesses about their rights and responsibilities. We do not survey federal agencies, or state agencies that have only one function such as regulating securities, insurance or banking; those agencies also receive numerous consumer complaints every year and make educational resources available to the public. But because the consumer agencies included in this survey handle such a broad range of issues and are easily accessible in their communities, they are often the first places that people turn to for advice and assistance. This report provides a snapshot of the vital work that state and local consumer protection agencies perform to protect the interests of consumers and legitimate businesses. It also describes the difficulties of operating with limited resources, dealing with the evolving nature of fraud, and serving an increasingly diverse population. Agencies’ very survival can be imperiled when budgets are strained; last year the Somerset County, New Jersey consumer agency closed due to budget cuts, and this year Fairfax County, Virginia considered, but decided against, eliminating its Consumer Affairs Branch. Another piece of good news was the creation of a consumer agency in Cuyahoga County, Ohio.”