Puerto Rico consumer affairs agency urges digital overhaul, more inspectors and staff

The Department of Consumer Affairs (DACO) told the Puerto Rico House Committee on Finance on May 9 that it needs a major technology upgrade and additional specialized staff to manage a rising volume of consumer complaints and enforcement duties.

DACO Secretary Barely Rodríguez Erazo summarized the agency’s budget request and operational pressures during a public hearing on the governor’s proposed FY2025–26 budget. "Vivimos en una época de libre mercado y vamos a ser bien vigilantes en ese margen de ganancia," Rodríguez Erazo said, adding that DACO’s platform and inspection field tools are outdated and forcing staff into manual, paper‑based processes.

The department said it receives more than 2,000 regional visits monthly and that complaint caseloads have risen: DACO reported 2,105 active complaints so far in FY2025 and 6,121 for the prior full year. Secretary Rodríguez Erazo described inspection and enforcement gaps — for example, just two motor‑vehicle technical inspectors cover the whole island — and said specialized investigators and mediators are needed to reduce backlog and improve outcomes.

Why it matters: DACO enforces consumer protections across widely used sectors (fuel, vehicles, construction, condominium law, medical and pharmaceutical pricing, and weighing/measurement). Committee members pressed DACO on digital tools and accounts receivable practices because more efficient intake and billing would accelerate enforcement and increase self‑generated revenue.

Key requests and details - Technology: DACO is seeking a multi‑part upgrade. The department described a consumer‑facing website refresh already provisionally funded (about $155,000 in prior OGP turnarounds and an item reflected in the Joint Resolution reply from the Fiscal Oversight Board). Separately DACO requested a case‑management replacement and mobile tablets for inspectors, estimated in testimony at roughly $200,000–$250,000 for field hardware plus $200,000–$225,000 for a case‑management/CAPEX package. DACO said annual license fees now are roughly $55,000 and that a one‑time CAPEX purchase would eliminate recurring license payments and pay back the investment in about four years. - Staffing: DACO reported 143 employees across central and five regional offices and asked for additional investigators and technical staff. The secretary said the agency currently has two vehicle experts for the entire island and called recruitment for specialized inspector classifications "de difícil reclutamiento." She said some positions were temporarily covered with ARPA‑funded contract attorneys that have since ended. - Enforcement and measurement: The division of Weights and Measures (created under Law 147 of 1968) was cited as critical to fair trade; Rodríguez Erazo recounted an airport enforcement operation showing many noncompliant scales and emphasized that current paper processes prevent immediate sealing and payment, which undermines enforcement and revenue capture.

Committee follow‑up and requests Committee members asked DACO to provide written quotes for the proposed tablets, case‑management system and a line‑item breakdown of how any CAPEX would be spent. The committee also asked for documentation of accounts receivable, the number and classification of inspectors by region, and details on which functions are supported by temporary ARPA or nonrecurring funds.

What DACO said about vulnerable consumers Secretary Rodríguez Erazo said modernization would not replace telephone or in‑person access for seniors and other residents who lack digital access. "Estamos buscando una manera de llegar recursos para tener un call center," she told the committee, adding the department plans educational videos and more outreach in the new site to reach non‑digital users.

Next steps Committee leaders asked DACO to supply cost estimates and vendor quotes within days so lawmakers can consider the requests during the ongoing PROMESA review process. Members said they will press the Fiscal Oversight Board and the Office of Management and Budget if necessary to try to include nonrecurring CAPEX and critical personnel in the final FY2025–26 budget.

Provenance: DACO’s presentation and extended Q&A appear in the hearing transcript beginning with Secretary Barely Rodríguez Erazo’s opening remarks and continuing into the committee’s detailed questioning of the department’s technology and accounts‑receivable practices.