The New York State Department of State, Division of Consumer Protection is the State's top consumer watchdog and "think tank." The Division's core mission is to protect New Yorkers by conducting investigations and hearings; enforcing the "Do Not Call Law"; researching issues; developing legislation; creating consumer education programs and materials; responding to individual marketplace complaints by securing voluntary agreements; publicizing unscrupulous and questionable business practices and product recalls; and, representing the interests of consumers before the Public Service Commission (PSC) and other State and federal agencies.
Organization
It is the mission of the New York State Department of State, Division of Consumer Protection to protect, educate and represent consumers. The Division is organized into four (4) main bureaus:
The Bureau of Educational Programming and Ombudsman Services includes our Consumer Assistance Unit, which takes complaints five days a week, 8:30 a.m. to 4:30 p.m. our toll-free helpline at 1-800-697-1220 via our Albany local telephone line at 518-474-8583, and, 24 hours a day, seven days a week via the web at www.nysconsumer.gov. Included in this report are examples of successfully resolved consumer complaints handled by the Agency. Additionally, based upon the nature and types of consumer complaints received, this bureau creates and administers comprehensive educational programs on myriad topics such as identity theft, Internet transactions and safety, financial literacy and scam prevention. The Agency maintains an ongoing effort to forge innovative collaborations and relationships with public and private partners to advance our resources and consumer education.
The Bureau of Legal Affairs and Investigation is responsible for the Division's legal functions, including enforcing the State's "Do Not Call" Law; managing the Security Breach Notification Law as it applies to the Division; drafting and implementing our legislative programs; conducting investigations and hearings; developing policy; filing comments on State and federal consumer issues; and, collaborating with federal and local consumer protection agencies.
The Bureau of Public Affairs and Strategic Planning is responsible for the Division's policy and operational direction, as well as media relations. The Bureau represents the Division on various external Advisory Boards, Councils and committees, as well as cultivates media partnerships, issues press releases, creates public service campaigns and disseminates Division scam alerts.
The Bureau of Utility Intervention, Telecommunications and New Technologies intervenes on behalf of consumers regarding utility-related matters before State and federal utilities regulators and responds to complaints about utility services. The New York State Department of State, Division of Consumer Protection is the sole State entity to appear with standing on behalf of consumers before the Public Service Commission (PSC), the Federal Energy Regulatory Commission (FERC). This Bureau also participates in and comments on matters relating to energy supply and efficiency and new technologies, including wireless telecommunications as well as radio frequency, satellite, broadband and digital communications. We continued to work at the New York Independent System Operator (NYISO) as the consumer advocate for the State.
In serving as the consumer "think-tank" for the State, the Division continues to expand its focus analyzing and addressing new consumer issues and topics using a variety of tools. The Division's efforts in developing policy on different fronts, creating public and private partnerships to raise awareness and advance consumer and business education and offering quality, cost-effective and efficient services empowers New Yorkers and strengthens the marketplace.
Operational Efficiency
To assist the public in weathering the economic downturn and bolster the public fisc during tough times, the Division initiated its Stretch Your Dollar Effort (SYDE). Under the program, cost-cutting strategies were and continue to be suggested for consumers to help make their resources go further. Additionally, the Division instituted and continues to implement operational reforms and efficiencies to stretch its budget and taxpayer dollars, realize savings and help protect the bottom line.
For more than two year, the Division has stretched taxpayer dollars, reduced operational costs, protected the environment and achieved more with less on behalf of consumers by pursuing new ways of conducting business and delivering services. Among the cost-effective practices are:
- Issuing paperless, green reports, including the Division's annual and quarterly complaint reports;
- Utilizing technology, electronic delivery mechanisms and other tools for most internal and external communications;
- Reducing the Division's reliance on paper mailings and hard copy materials in favor of electronic or web-based transmission;
- Collaborating with public and private partners to co-brand, leverage and distribute resources thus expanding the scope and reach of the Division's educational efforts;
- Increasing the online availability of important information and resources such as the Division complaint form, educational publications, recall information and other strategic tools. Last year the Division added a search engine feature to its website to make it easier for consumers to access key information;
- Conducting train-the-trainer workshops and presentations with electronic distribution of presentations, rather than distributing printed copies to audience;
- Reducing the Division's reliance on paper periodicals; and,
- Working with multi-media representatives to advance important consumer protection messages to the public.