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Enforcement report: complaint volume rises; board expands expert pool and tightens probation reporting
Summary
Consumer Protection Services reported a rise in complaints to 576 for FY24‑25, improved intake times, ongoing SharePoint workflow improvements, training for expert consultants and a decline in probation counts with a rise in noncompliance detection after new quarterly reporting requirements.
The board’s consumer protection and probation units reported increased complaint volumes for FY24‑25, workflow improvements using SharePoint, expanded expert training and changes in probation monitoring that reduced overall probation counts while highlighting compliance gaps.
Consumer protection update: CPS managers reported the board received 576 complaints in FY24‑25, a 13% increase from the prior fiscal year. Staff said intake performance is fast: the average number of days from receipt to case initiation and acknowledgment was two days this quarter (target nine days). The CPS unit has implemented a SharePoint dashboard for disciplinary actions, case initiation, expert consultant task orders and executive approvals to centralize workflow…
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