Consumer Resource & Referral Guide

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Local Agencies and Representatives

Legal Agencies

How To Use This Guide

The Consumer Resource & Referral Guide is a directory of numerous state, federal, local, and other agencies that handle consumer complaints. It is designed to answer your consumer questions, such as:

Where do I file my complaint?
How do I file?
What steps can I take to resolve a complaint?

While this Guide may not have all the answers, it can provide you with information and referral to other agencies. It is intended to save you both time and frustration. We hope you find it beneficial.

This Guide is divided into the following major sections:

Complaint Referral Table - If you're not sure where to file your complaint, check the Complaint Referral Table to determine which agency or agencies have jurisdiction.
Local Agencies & Representatives - Local agencies are listed alphabetically by county.
Legal Agencies - Legal agencies are listed alphabetically by county or city.
Trade Associations & Other Resolution Programs - Trade associations and other resolution programs are listed alphabetically by function.

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How To Resolve Your Complaint

The following is a step-by-step plan for resolving your consumer complaint

1. Identify the specific problem you are having.

2. Plan your strategy.

Determine how you want the problem solved. Make sure that what you want is reasonable. If your demands are unrealistic, it will probably take longer for your complaint to be resolved.
Collect data or documents that support your claim. These might include any written contract, receipts, letters, written estimates, repair orders, photographs, canceled checks, account books, advertisements, warranties, service contracts, or other documents. Contact any witnesses and obtain expert opinions or appraisals if appropriate to your case.
Identify resources. Contact your local consumer protection agency or legal aid society to find out if any laws apply to your case, or for the name of the appropriate agency to contact for assistance. The California Department of Consumer Affairs publishes over 50 consumer publications that describe consumer rights and laws in areas such as landlord-tenant relations, sales tactics, small claims court, hiring a contractor, and auto repair. For a free copy of the Department's List of Consumer Publications, write to :

Publications List, P.O. Box 310, Sacramento, CA 95802 or call (916) 323-7239.

3. Pursue your complaint as soon as possible.

Be well-organized when you file your complaint at the store where you made your purchase or with the provider of the service (e.g., a contractor or accounting service).
Consider bringing someone with you who would be willing to act as a witness if your complaint is not resolved and you later take the complaint to a regulatory agency or small claims court.
Talk to the individual who helped you. If this person cannot help you resolve your complaint, talk to the manager. If the manager cannot help you, go to the next level of authority all the way up the line until your problem is resolved. Write down the name of the person(s) you speak with, the date, and the results of your conversations.
Explain the problem clearly. Be courteous but firm. Control your emotions.
Have your supporting documents in order.
Listen carefully to what is offered to settle your problem. Does it sound acceptable? Even if the offer isn't exactly what you asked for (e.g., a dollar amount that is slightly lower than your demand), you may want to accept it, rather than wait for your problem to be resolved at a higher level.
Be persistent. Remember that you probably are prepared to give your problem more attention than others who eventually might handle your case.
Give the business a reasonable amount of time to settle your complaint.

4. If you write a complaint letter, (click here to see sample complaint letter) be sure that you clearly state why you are unhappy and what resolution you want.

Use the sample letter as a guide. Consider mailing the letter by certified mail and requesting a return receipt. The extra time and money you'll spend to mail the complaint this way will be worthwhile if your problem is not resolved and you later take it to a regulatory agency or small claims court. Keep copies of your letter and mail receipt.

5. If you can't resolve your complaint after a reasonable amount of time, contact the appropriate state or federal regulatory agency.

The Department of Consumer Affairs has a Complaint Resolution Program that resolves complaints for the following areas:

Automotive Repair
Electronic and Appliance Repair
Home Furnishings
Issues that fall within Security and Investigative Services
Issues that are about Cemeteries and Funeral Establishments

For more information on filing a complaint with the Department of Consumer Affairs Complaint Resolution Program click here to visit the Complaint Resolution Program's Home Page

If your complaint does not fall within one of the areas listed above click here to view the Complaint Referral Table. The Complaint Referral Table will refer you to the appropriate regulatory agency.
If your problem does not fall under the jurisdiction of any agency in the table, contact a local consumer group or consumer protection agency (look in the white pages of your telephone book under "consumer"). If your area has no local agency, contact:
Consumer Information Center
California Department of Consumer Affairs:
1-800-952-5210
TDD 1-800-326-2297

In the Sacramento Area
916-445-1254
TDD 916-322-1700

6. If all else fails, you can sue the business in small claims court.

As of January 1, 1991, this court accepts claims up to $5,000. You don't need a lawyer, and the court fees are low.

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Hiring State-Licensed Individuals or Businesses

Many occupations and businesses must be licensed by the State of California before they offer services to the public. State licensing helps to protect the public from inadequately trained individuals or businesses. The agency that issues a license can also revoke the license if the individual or business violates state laws, rules, or regulations.

The Complaint Referral Table in this Guide lists many occupations and businesses that require a license from the state. To determine if the business or individual you want to hire must have a license, look up the individual's business or occupation in the chart. The chart will list the page that contains information on the appropriate licensing agency.

It's always a good idea to check the license status and disciplinary history of any business or individual you intend to hire to perform services.

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Unlicensed Activity

Occasionally, you may hire an individual or business that is required to have a state license, but does not. These unlicensed businesses and individuals are operating illegally.

You may have special rights to compensation if you are injured by an unlicensed individual or business. According to the California Code of Civil Procedure (Section 1029.8), an unlicensed individual or business providing services that require a state license may be ordered to pay three times the amount of the damage caused to the consumer who is injured by the sale of goods or services. The limit to these damages (called treble damages) is $10,000.

To collect these damages, the unlicensed individual or business must be subject to Section 1029.8, and you must file and win a lawsuit in small claims court, municipal court, or superior court. In some cases, the unlicensed individual or business also may be held responsible for the consumer's court costs and attorney's fees.

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