The Consumer Protection Board, established in 1970 by the New York State Legislature, is the State's top consumer watchdog and "think tank." The CPB's core mission is to protect New Yorkers by publicizing unscrupulous and questionable business practices and product recalls; conducting investigations and hearings; enforcing the "Do Not Call Law"; researching issues; developing legislation; creating consumer education programs and materials; responding to individual marketplace complaints by securing voluntary agreements; and, representing the interests of consumers before the Public Service Commission (PSC) and other State and federal agencies.
Message from the Chairperson and Executive Director
Read the CPB's Annual Report 2008-2009.
- About the CPB - Introducing the CPB's services
- About the CPB - Introducing the CPB's services when there is a disaster
Organization
The New York State Consumer Protection Board (CPB) was established in 1970 pursuant to Executive Law Sections 552 and 553. It is the mission of the State Consumer Protection Board (CPB) to protect, educate and represent consumers. The CPB is organized into three (3) main bureaus or divisions:
The Bureau of Outreach Programming and Ombudsman Services develops and delivers comprehensive consumer education programs and presentations on issues such as identity theft, Internet safety, credit card management and home improvement. A wide variety of educational materials are available via the web at nysconsumer.gov. This bureau is inclusive of our Consumer Assistance Unit (CAU) which has skilled consumer advisors available five (5) days a week (Monday - Friday), 8:30 a.m. to 4:30 p.m. to respond to complaints and to take calls via our CPB bi-lingual helpline @ 1-800-697-1220. In 2009, the CAU mediated more than 15,000 complaints on a variety of topics, including product refunds and returns, credit card billing disputes, defective merchandise, home improvement and telemarketing.
The Bureau of Legal Affairs and Policy Development is responsible for the Agency's legal functions including, enforcing the New York State Do Not Call Law; managing of the New York State Security Breach Notification Law as it applies to the CPB; implementing our legislative programs; conducting investigations; developing policy; filing comments on state and federal consumer issues; conducting public hearings; and, collaborating with federal and local consumer protection agencies. Since the inception of the Do Not Call (DNC) Law in April 2001, the CPB has enforced more than 400 cases and has reviewed and investigated hundreds of thousands of individual consumer complaints. This bureau includes our Public Information Unit which is responsible for cultivating media partnerships, issuing press releases, creating public service campaigns and disseminating CPB consumer messages and alerts.
The Utility Intervention, Telecommunications and New Technologies Bureau intervenes on behalf of consumers regarding utility-related matters before the Public Service Commission (PSC), federal regulators and at the New York Independent Systems Operator. This bureau also fields and responds to consumer complaints related to the Long Island Power Authority (LIPA), since these complaints are not addressed by the PSC, and the provision of fuel oil and propane. Additionally, the bureau focuses on matters relating to new technologies, landline and wireless telecommunications, radio frequency, satellite and broadband communication.
In serving as the consumer "think-tank" for the State, the CPB continues to expand its focus analyzing and addressing new consumer issues and topics using a variety of tools. The CPB's efforts in developing policy on different fronts, creating public and private partnerships to raise awareness and advance consumer and business education and offering quality, cost-effective and efficient services empowers New Yorkers and strengthens the marketplace.
Operational Efficiency
To assist the public in weathering the economic downturn and bolster the public fisc during tough times, the CPB initiated its Stretch Your Dollar Effort (SYDE). Under the program, cost-cutting strategies were and continue to be suggested for consumers to help make their resources go further. Additionally, the Agency instituted and continues to implement operational reforms and efficiencies to stretch its budget and taxpayer dollars, realize savings and help protect the bottom line.
For more than two year, the CPB has stretched taxpayer dollars, reduced operational costs, protected the environment and achieved more with less on behalf of consumers by pursuing new ways of conducting business and delivering services. Among the cost-effective practices are:
- Issuing paperless, green reports, including the Agency's annual and quarterly complaint reports;
- Utilizing technology, electronic delivery mechanisms and other tools for most internal and external communications;
- Reducing the Agency's reliance on paper mailings and hard copy materials in favor of electronic or web-based transmission;
- Collaborating with public and private partners to co-brand, leverage and distribute resources thus expanding the scope and reach of the Agency's educational efforts;
- Increasing the online availability of important information and resources such as the Agency complaint form, educational publications, recall information and other strategic tools. Last year the CPB added a search engine feature to its website to make it easier for consumers to access key information;
- Conducting train-the-trainer workshops and presentations with electronic distribution of presentations, rather than distributing printed copies to audience;
- Reducing the Agency's reliance on paper periodicals; and,
- Working with multi-media representatives to advance important consumer protection messages to the public.
Dashboard: Perfomance Measurements
Below are a series of graphs that provide insight and analysis or service requests and delivery at the CPB.
