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: Automotive Repair, Cemetery and Funeral, Electronic and Appliance Repair, Home Furnishings and Thermal Insulation, Security and Investigative Services, and Hearing Aid Dispensers.
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.
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
Jurisdiction:
Automotive Repair - I want to file a complaint
The Bureau of Automotive Repair regulates automotive repair dealers and any person(s) who receive compensation for repairing or diagnosing malfunctions of motor vehicles. The Bureau resolves complaints and has jurisdiction over repairing, servicing, or maintaining automobiles, motorcycles, and motor home chassis. Smog Check complaints are handled by the Enforcement Division. For assistance call (800) 952-5210 or I want to file a complaint.
Electronic and Appliance Repair - I want to file a complaint.
The Bureau of Electronic and Appliance Repair (BEAR) is the agency to contact if you have a complaint regarding the repair, service or maintenance of the following electronic equipment and appliances normally used or sold for personal, family, household, or home office use. The BEAR has jurisdiction over the installation of auto stereos and burglar alarms, satellite dishes and antennas. The BEAR also has Jurisdiction over the sale and administration of extended service contracts. The following products fall within BEAR's jurisdiction:
- Washers
- Dryers
- Refrigerators
- Freezers
- Trash Compactors
- Ranges & Ovens
- Microwave ovens
- Convection ovens
- Room air conditioners
- 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)
- Personal Digital Assistant (PDA)
- Home stereos and alarms
- Video projectors
- Word processor
- 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
Home Furnishings and Thermal Insulation - I want to file a complaint.
The Bureau of Home Furnishings and Thermal Insulation enforces laws and regulations pertaining to upholstered furniture, bedding, filling materials, and thermal insulation. The Bureau licenses importers, manufacturers, wholesalers, retailers, supply dealers, bedding renovators, custom upholsterers, sanitizers of home furnishing products and manufacturers of thermal insulation. The Bureau is responsible for:
- ensuring that fabrics and filling materials used in upholstered furniture and bedding products are in compliance with the state flammability standards;
- monitoring the licensing, labeling, misleading advertising practices, custom upholstery and sanitization requirements of home furnishing products and their components.
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 832 Penal Code.
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.
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.
