Q&A
DCWP's process for escalating consumer complaints to investigations
0:31:14
ยท
55 sec
DCWP representatives explain the process of how consumer complaints about violations of consumer protection law can escalate to investigations or broader enforcement actions.
- Initial triage of complaints to determine appropriate action (inspection, mediation, etc.)
- Assessment of patterns or multiple complaints about a particular business
- Triggering of greater investigator and attorney action when patterns are identified
Julie Menin
0:31:14
Okay.
0:31:14
Great.
0:31:14
Thank you so much.
0:31:15
Alright.
0:31:15
So I'm gonna continue now with my questions, which, go back to consumer complaints.
0:31:20
So when does a consumer complaint about a violation of the consumer protection law escalate to an investigation or to a broader based enforcement action?
Carlos Ortiz
0:31:37
I think in general, when when we have, you know, when we have individual complaints coming in from, a a complainant, I think our first step is to kinda triage that, understand the intake process that that it requires.
0:31:50
Should that be referred directly out for an inspection?
0:31:52
Should that be referred to a mediator?
0:31:54
And do we have the appropriate information to to do either one?
0:31:58
And then I think at any point, if we start seeing patterns of complaints, multiple complainants coming in about a particular business, that's when we, I think, would trigger, an a greater an an investigator and attorney action at that point.