Household movers permits grow; Connect automations increase compliance but raise call volume

The bureau reported that household movers permits continue to grow and that automation through Connect is improving regulatory compliance while increasing staff workload for verifications.

Jacqueline Castro, the bureau's licensing manager, said the bureau issued 134 household mover permits during fiscal year 2024–25, with seasonal issuance higher in spring and summer. The office issued 33 new permits in the 2024–25 cycle and 34 permits between July and August 2025.

To improve compliance with quarterly reporting and insurance requirements, the bureau has implemented automated Connect notifications for pending suspensions (personal liability and cargo insurance lapses) and for licensees approaching suspension. "All permit holders that did not submit their PLPD insurance in the time frame provided have now been auto suspended," licensing staff reported. Staff said the automation has led to more phone and email volume as permit holders seek assistance, but it has also brought many permit holders into compliance.

The licensing team said it continues to process mail checks and to assist permit holders with Connect dashboard navigation so they can submit quarterly reports on time; postcards and automated emails were used to remind permit holders of due dates and penalties. The licensing unit also reported exam activity and pass rates (52 exams in the fourth quarter with an 83% pass rate; a subsequent 40 exams showing a 90% pass rate in July–August 2025).

Council members congratulated licensing staff for improved processing times and steady permit growth, noting that faster processing helps keep applicants engaged and supports program stability.