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Consumer Affairs reports spike in complaints, flags tech and outreach needs; United Way 211 transfer proposed
Summary
The Department of Consumer Affairs told lawmakers it recorded a 74% rise in complaints over five years (about 7,000 last year) and requested $79,000 for shared IT services and $20,000 in other funds; a proposal (H4704) would transfer United Way 211 operations to the agency with a $1.2 million recurring price tag under discussion.
Carrie Grube Lybarger, administrator and consumer advocate for the Department of Consumer Affairs, told the subcommittee the agency has seen a substantial increase in public complaints and workload and is requesting targeted funds to respond.
"We have seen a 74% increase in complaints over the last 5 fiscal years," Lybarger said, and added that last year the department handled almost 7,000 complaints, up from about 4,000 in 2021. She reported licensing and presentations have also increased and the agency has trained new complaint analysts to handle the caseload.
Lybarger said shared-services technology costs rose about 48% at the end of last fiscal year. The department's FY27 general fund request includes $79,000 to cover Division of Technology Operations costs and an Other Funds request of $20,000 for additional software-as-a-service storage needs, including storage for preneed funeral contracts.
On outreach, Lybarger said the agency distributed nearly 20,000 brochures last year and plans to implement a comprehensive marketing strategy recommended by the House Legislative Oversight Committee. "Cryptocurrency Scams is the most recent [brochure] we released," she said, noting rising demand for printed materials and law-enforcement business cards for public events.
Lybarger also discussed a proposed statutory transfer (House Bill H4704, with a Senate companion) to move United Way 211 call-center operations under the department's responsibility. "It's a $1,200,000 recurring amount," she said, and added the governor included $200,000 nonrecurring in his executive budget; the department said it was neutral on the transfer pending appropriation action and that United Way representatives were available to answer additional questions.
Committee members asked for a breakdown of complaint categories, including homeowner association complaints, and Lybarger said the agency would provide last year's report and a consolidated seven-year report to show trends.
