Complaint Resolution Program

Overview:

The Complaint Resolution Program is responsible for processing all consumer complaints that are filed against California businesses that are regulated by the following bureaus: Cemetery and Funeral, Electronic and Appliance Repair, Home Furnishings and Thermal Insulation, Security and Investigative Services, Private Postsecondary Education, and Professional Fiduciaries.

This Program works to promote a mutually acceptable resolution between disputing parties. The representative can propose terms to settle disputes, but will not dictate settlement terms. Complaints which reasonably appear to be a violation of the law or code may be referred to the Enforcement Division for possible investigation and/or disciplinary action.

The Mission of the Complaint Resolution Program is dispute resolution that:

  • is fair and impartial, effective, and consistent;
  • identifies and refers allegations of deceptive business practices to the Enforcement Division; and
  • educates consumers and licensees on provisions of the law.

Our vision is to be a leader in consumer complaint resolution services by:

Educating consumers to protect themselves from unethical, incompetent and illegal business practices;

The Complaint Resolution Program will be a leader in consumer complaint resolution services by:

  • educating consumers to protect themselves from unethical, incompetent, and illegal business practices;
  • maintain a team environment which values, challenges and rewards employees;
  • providing easy access for complaint filing;
  • encouraging other programs to participate in the resolution process;
  • becoming a "best practices" service organization;
  • reducing unethical, illegal, and incompetent business practices in the industries we regulate.

More information on the Complaint Resolution Program is available in the following brochures:

Department of Consumer Affairs Complaint Resolution Program
(En Español) Departamento de Asuntos del Consumidor Programa de Mediación de Quejas (coming soon)


Jurisdiction:

Electronic and Appliance Repair, Home Furnishing and Thermal Insulation - I want to file a complaint.

The Bureau of Electronic and Appliance Repair, Home Furnishing and Thermal Insulation (BEARHFTI) is the agency to contact if you have a complaint regarding:

  • the repair, service, or maintenance of appliances and electronic equipment listed below normally used or sold for personal, family, household, or home office use;
  • the installation of auto stereos and burglar alarms, satellite dishes, and antennas;
  • the sale and administration of extended service contracts.
Appliance Repair
  • Washers
  • Dryers
  • Refrigerators
  • Freezers
  • Trash Compactors
  • Ranges & Ovens
  • Microwave ovens
  • Convection ovens
  • Room air conditioners
Electronics Repair
  • Televisions
  • VCR
  • Audio & video recorders/playback
  • Video cameras and playback equipment
  • Personal & laptop computers
  • Computer peripherals
  • FAX machines
  • Copy machines
  • Digital cameras (video and still)
  • Cellular Phone Installation and Repair
  • Personal Digital Assistant (PDA)
  • Home stereos and alarms
  • Video projectors
  • Word processor
Installations
  • Satellite dish
  • Antennas
  • Auto stereos and alarms

Sellers and administrators of service contracts for the following products:

  • Furniture
  • Lawn and garden equipment
  • Home health care products
  • Electronic equipment
  • Phone equipment
  • Fitness equipment
  • Jewelry
  • Small kitchen appliances and tools
  • Major home appliances
  • Power tools

In addition, BEARHFTI enforces laws and regulations pertaining to upholstered furniture, bedding, filling materials, and thermal insulation. BEARHFTI licenses importers, manufacturers, wholesalers, retailers, supply dealers, bedding renovators, custom upholsterers, sanitizers of home furnishing products, and manufacturers of thermal insulation. BEARHFTI is responsible for:

  • ensuring that fabrics and filling materials used in upholstered furniture and bedding products are in compliance with the state flammability standards; and
  • monitoring the licensing, labeling, misleading advertising practices, custom upholstery and sanitization requirements of home furnishing products and their components.

I want to file a complaint.


Security and Investigative Services - I want to file a complaint.

The Bureau of Security and Investigative Services regulates the following businesses: Alarm Company Operators, Locksmiths, Private Investigators, Private Patrol Operators, Repossession Agencies, Security Guards, Firearm and Baton Training Facilities and Instructors.

Alarm Company Operator:

An "alarm company operator" is any person who engages in business or accepts employment to install, maintain, alter, sell on premises, monitor, service, or who responds to burglar alarm systems.

Locksmith:

A "locksmith" is any person who engages in the business of installing, repairing, opening, modifying, or originating keys for locks. A locksmith does not include any person who only makes duplicate keys from existing keys.

Private Investigator:

A "private investigator" is a person who engages in business or accepts employment to protect persons; conduct any investigation; determine the cause or responsibility for fires, losses, accidents or damages to persons or property, or gathers information to be used in court. A private investigator is not a peace officer as defined by CA Penal Code section 832.

Private Patrol Operator:

A "private patrol operator" is a company that furnishes security guards, bodyguards, patrolmen, or watchmen to protect persons or property.

Repossessor:

A "repossessor" is any person who engages in business or accepts employment to locate or recover personal property registered under the Vehicle Code or other personal property sold under a security agreement.

Security Guard:

Security guards, bodyguards, patrolmen, and watchmen are considered "security guards." Security guards employed by a private patrol operator must possess a valid security guard registration, and must possess a valid registration for any Bureau approved weapon while acting in the capacity of a security guard.

Training Facility and Instructors:

Baton and firearm training facilities, and baton and firearm instructors, are certified entities and persons that instruct the use of approved weapons.

I want to file a complaint.


Cemetery and Funeral Bureau - I want to file a complaint.

The California Department of Consumer Affairs, Cemetery and Funeral Bureau licenses, regulates, and investigates complaints against California funeral establishments, funeral directors, embalmers, apprentice embalmers, cemetery brokers, cemetery salespersons, cremated remains disposers, crematories, and the nearly 200 licensed cemeteries in the state.

I want to file a complaint.


Bureau for Private Postsecondary Education

The Bureau for Private Postsecondary Education is responsible for protecting consumers and students against fraud, misrepresentation, or other business practices at private postsecondary institutions that may lead to loss of studentsí tuition and related educational funds; establishing and enforce minimum standards for ethical business practices and the health and safety and fiscal integrity of postsecondary education institutions; and establish and enforcing minimum standards for instructional quality and institutional stability for all students in all types of private postsecondary educational and vocational institutions.

If you need to file a complaint with the Bureau of Private Postsecondary Education, please use the link below:

http://www.bppe.ca.gov/enforcement/complaint.shtml


Professional Fiduciaries Bureau

The Professional Fiduciaries Bureau regulates non-family member professional fiduciaries, including conservators, guardians, trustees, and agents under durable power of attorney as defined by the Professional Fiduciaries Act.

Professional fiduciaries provide critical services to seniors, disabled persons, and children. They manage matters for clients including daily care, housing and medical needs, and also offer financial management services ranging from basic bill paying to estate and investment management.

If you need to file a complaint with the Professional Fiduciaries Bureau, please use the link below:

http://www.fiduciary.ca.gov/consumers/file_complaint.shtml