ATLANTA | Georgians frustrated by dealings with businesses can file formal complaints with state agencies on seeking help getting satisfaction.
The Governor's Office of Consumer Protection dealt with 20,000 complaints last year and was able to get about $3.7 million returned to consumers as a result, not counting its role in national settlements like the $158 million with Sprint and Verizon announced Tuesday over unauthorized cellphone charges.
Plus, some of those yearly complaints led to criminal prosecutions. At any given time, the agency's staff has about 250 civil investigations and about 100 criminal cases pending, according to its administrator, John Sours.
"We are the leading consumer-protection agency in Georgia," he said.
Starting in July, it will come under the attorney general's office to improve coordination of criminal cases.
The top complaints include auto repairs, used-car sales, landlord disputes, bank and debt disputes, home improvement and issues related to cable TV and satellite connections.
Within a week of getting a complaint, the agency contacts the business for a response.
"You'd be surprised how many things work out that way," he said, noting that most business owners are eager to solve an honest dispute.
The agency can't force businesses to settle complaints, and it doesn't have enough staff to take every case to
court. It does look for patterns, and it will pursue criminal charges when the number or size of rip-offs grows, Sours said.
Another agency to handle complaints is the Insurance Department, but since it regulates insurance companies doing business in the state, it has more authority to get complaints addressed. It can order claims be paid, and it can issue fines and administrative penalties when consumer-protection laws are broken.
"My No. 1 priority as insurance commissioner is to protect consumers. If anyone has a concern or complaint, I want to know about it," said Commissioner Ralph Hudgens.
Complaints can deal with auto, home, life, health or any other type of insurance, and there is no minimum amount at issue to get the department's help. Last year, it got consumers more than $8.5 million in claims that would not have been paid otherwise.
Having documentation, like contracts, receipts and even photographs is helpful, as well as a detailed explanation of the problem.
The Public Service Commission regulates the state's energy and telephone utilities, giving its consumer-protection staff some muscle, too.
"The commission will assist consumers in resolving complaints on billing and service issues," said commission spokesman Bill Edge. "We will work to try to reach the best resolution possible within our rules and Georgia laws."
It also takes complaints about electric-membership cooperatives, cable and satellite television even though it doesn't regulate them.
Other agencies with consumer teams include the Department of Agriculture which oversees food, animals, pest control and gasoline sales, and the Secretary of State which regulates securities and charities. The Department of Driver Services regulates limousine services, and the Department of Public Safety regulates bus lines, household movers and tow trucks.
Plus, more than three-dozen boards license professionals like real-estate agents, chiropractors, nurses and barbers. The boards have their own investigators and authority to issue fines, order additional training or even revoke licenses to do business in the state.
All of the agencies will take complaints by phone, fax, mail or email, but most prefer a completed form found on their websites.
They can all be found at Georgia.gov and click on Popular Topics to fine the link to Filing a Complaint."