DCA takes complaints about businesses that are licensed, as well as any businesses (except for real estate), if related to the sale, lease, rental, or loan of consumer goods or services. DCA staff was able to get back more than $3 million in restitution this year, many of which were resolved through mediation efforts. Some common complaints we often hear include:

"A towing company took my car while I was shopping, and demands a three-figure fee before they'll return it."

"The home improvement contractor hasn't completed the work, and hasn't been here in weeks."

"An electronics store didn't give me a proper receipt."

"I asked for one item and was given another, but the store won't make good."

When a complete complaint is filed, a DCA staffer will mediate the case. A complete complaint includes back-up documentation as well as a description of the problem. The mediation process usually leads to a settlement agreed to by both parties, resolving the dispute.

In some cases, if an agreement can't be reached, the parties may move on to the next stage - an administrative hearing.

Hearings are held in front of DCA Administrative Law Judges, who conduct the hearing and take testimony and other evidence from all parties involved. These judges are familiar with Consumer Affairs rules and regulations and are charged with being fair and unbiased.

At administrative hearings, each of the parties are able to present their side of the story, and to cross-examine any opposing witness. The Judge may also ask questions of each witness. Each hearing is recorded.

Download DCA's Administrative Hearing Guide