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Council presses DCP on format and access to closed complaint files
Summary
Department of Consumer Protection staff told the council closed complaints can be shared but open investigations cannot; DCP staff said IT and investigations will work to provide scanned supporting documents and improved detail fields for future reports.
The Mobile Manufactured Home Advisory Council discussed Department of Consumer Protection complaint reports and access to supporting documents. Janita Hamill, appearing for DCP investigations, said the department is working with IT to change how complaints are presented to the council so entries are clearer and supporting documents can be linked or scanned into meeting materials.
Council members requested scanned supporting documentation for closed complaints so members can read case files. "We would also get supporting documentation scanned in that we could, either read or print out," said one council member during the discussion. Hamill said closed complaints and their respondent responses are available; "If a file is in legal and legal handled it, we would not in investigations have any information to provide you," she added.
Council members sought clarity on what material is available for open versus closed files. Janita Hamill said open investigations are treated as confidential and are not available to the council; once a file is closed, the complaint and the respondent's response are obtainable from investigations. "If it's an open file, you don't get anything discussed with you. Once it's closed, then you would be able to get a copy of the complaint and whatever the respondent company or mobile home park responded to the investigator," Hamill said.
Council members also noted past practice of receiving larger supporting-document packets and asked DCP to restore hyperlinks or scans so members can click through to the investigative materials for closed files. DCP staff indicated the department will pursue changes with IT and revisit the format at the next meeting when Director Pamela Brown is back in state.
No formal action was taken. The council requested DCP follow up with a plan for providing scanned supporting documents or hyperlinks for closed complaints at a future meeting.
