QUESTION
What is the impact of the Starbucks complaints on the Department of Consumer and Worker Protection's response time?
0:27:08
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125 sec
The Department of Consumer and Worker Protection (DCWP) groups multiple complaints about the same business together for investigation. The commissioner explains that while there are at least 76 Starbucks complaints, some of which date back to February 2022, only 4 related to 'just cause' allegations were resolved last year, as those are prioritized, especially if a worker wants their job back.
- The DCWP is achieving record numbers in recovering funds for workers.
- More workers are coming forward with complaints.
- The agency is improving its complaint processing systems.
- Investigations may take longer but cover more workers by taking a proactive approach that examines entire workplaces rather than single complaints.
Julie Menin
0:27:08
How are you accounting for the Starbucks complaints in this data?
0:27:12
Because, again, we know that the that you have a minimum of 76 if not probably significantly higher now.
0:27:19
Number of complaints, none of which have been closed out.
0:27:21
And the first those first complaints were filed on February 14th.
0:27:26
Of last year.
0:27:27
So how is that gonna affect the agency's response time?
Vilda Vera Mayuga
0:27:30
I think the one of the things that we'll wanna look at is that the number of complaints that are filed are not necessarily gonna be 1 to 1, right, to investigations.
0:27:41
We have a number of complaints that will come about the same business, and those are going to be grouped together.
0:27:47
Having said that, there's a number of complaints that will come that refer to just cost cases.
0:27:51
And in the Starbucks situation.
0:27:53
There were 4 at least last year that we did resolve because they were specific to just cause allegations, and we do try to expedite those.
0:28:01
Especially like I said, if the worker wants to their job back.
0:28:05
So it's not going to be matching.
0:28:08
And again, I'll just point back to our successes because it has been record numbers that we have been recovering for workers.
0:28:16
More people are coming.
0:28:17
We're improving our systems and we are confident that it's going to be all of the numbers are going to continue showing our successes and improving our systems on the back end.
Carlos Ortiz
0:28:29
And I think something I'd like to add to that as well, especially comparing, I think, past strategies for looking into complaints is the the proactive nature of of of of these investigations.
0:28:41
So if we did receive a complaint and part of that, I think reviewing of the complaint with the worker, are we identifying that this is not something impacting a single workers and perhaps identifying the entire workplace.
0:28:53
And in that case, that does take additional time.
0:28:55
But that does lead to greater successes in terms of the amount of workers we're going to be able to bring relief to.
0:29:02
And so for example, think when comparing that additional time, it's because we are processing a case that is adding many, many more workers than just one and resolving the case within, you know, 30 days or something like that.