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Q&A

Consumer notification of rights and complaint trends

0:17:59

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141 sec

Council Member Julie Menin inquires about DCWP's methods for notifying consumers of their rights and recent complaint trends. Carlos Ortiz and Andrew Schwenk provide information on outreach efforts and complaint statistics.

DCWP conducts extensive outreach, including 1,700 events over the past three years, with 700 focused on consumer protection
The agency leverages community-based organizations, holds webinars, and uses social media for consumer education
Complaint numbers have remained relatively stable, with about 23,000-26,000 complaints annually in recent years

Julie Menin

0:17:59

Okay.

0:17:59

And I wanna switch to the consumer perspective.

0:18:01

So how is the agency currently notifying consumers of their rights?

Carlos Ortiz

0:18:07

So that would, I think, fall perhaps more into into my bailiwick, on the external affairs side.

0:18:13

We conduct, a significant outreach, I think close to 1,700 events over the course of the past three years.

0:18:20

Around 700 of those focused on, on consumer protection specifically.

0:18:26

Realistically, for the the team our size, I know our our last hearing I mentioned, it's about, it it when fully fully staffed, it's five people.

0:18:34

For a team of our size, it's important to make sure that we leverage community based organizations, and, I like to tap into regular meetings that they're holding.

0:18:41

I think that helps expand our footprint and meet, consumers in their neighborhoods.

0:18:46

And then on top of that, we have regular webinars as well.

0:18:48

We do frequent canvassings, particularly at high traffic subway locations.

0:18:53

And then we have our social media, a team as well that does a lot of great work, to try and be engaging there.

0:18:58

So it is really about engaging outreach in a in a in a way that is both broad and deep as well in reaching our communities.

Julie Menin

0:19:05

And how many complaints did you get last year for consumers about violations of consumer protection laws in retail establishments?

0:19:14

And can you also talk about recent years so we're not just looking at it isolation of one year?

Carlos Ortiz

0:19:22

So I would say overall complaints and, excuse me.

0:19:27

Overall complaints the past year, I would say, were to 26,000, in 2024.

0:19:32

In 2023, it was about 23,000.

0:19:34

And then in 2022, again, 26,000.

0:19:37

And the generally, those complaints really do relate to consumers and their retail experience and, and whatnot.

0:19:43

But let me throw it over to Andy who could add some more color on specific violations related to retail.

Andrew Schwenk

0:19:48

Yeah.

0:19:49

I I would just add, council member, that, it's, it it's tough to sort of narrow down the focus to just, quote, unquote, retail establishments.

0:19:56

You know, most of the conduct that we receive complaints about, under our consumer protection work does apply to retail businesses.

0:20:04

You know, as I'm sure you remember, we don't regulate the business to business transactions, and our consumer protection law does not apply to those transactions, in most instances.

0:20:14

And so, we think the total complaints, is kind of a a better reflection of, of the retail experience.

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Recent violation trends and focus areas