About Us
Bureaus | Publications | Request a Speaker
The Division of Consumer Services is the state's clearinghouse for consumer complaints, protection and information. The division has responsibility for regulating various business industries operating in Florida and conducts investigations of unfair and deceptive trade practices. In addition, the division functions as the United States Consumer Product Safety Commission's liaison in Florida regarding product recalls, inspections and investigations.
Consumer education is the main focus of the division. Along with the information provided through the Call Center, which can be reached at 1-800-HELP-FLA (435-7352) or 1-800-FL-AYUDA (352-9832) en Español, thousands of educational brochures are distributed each year to individuals, civic groups, community organizations and schools. The division offers speakers, at no cost, to participate in community meetings, conferences and meetings around the state.
The division includes the Consumer Relations and Outreach section which promotes educational outreach programs aimed at increasing public awareness of consumer protection issues among Florida Citizens. This section assists consumers and businesses statewide through a variety of avenues, including our website, newspaper articles, newsletters, brochures and public presentations. The division’s educational efforts focus on making individuals better consumers and helping them make more informed decisions when purchasing products and services and signing contracts.
The Division of Consumer Services is comprised of three bureaus: Bureau of Compliance, Bureau of Mediation and Enforcement and Bureau of Consumer Assistance.
The Bureau of Compliance has regulatory responsibility for the following types of business entities: Business Opportunities, Motor Vehicle Repair Shops, Charitable Organizations, Dance Studios, Pawnbrokers, Health Studios, Sellers of Travel, Intrastate Movers, Sweepstakes/Game Promotions, Lemon Law and Telemarketing. This bureau also administers the Florida Do Not Call Program.
The Bureau of Mediation and Enforcement is responsible for mediating complaints filed by consumers regarding goods and services provided by businesses, as well as initiating enforcement actions for violations of the regulatory laws.
Once a complaint is filed with the bureau, staff mediates the complaint and tries to resolve issues to the consumer's satisfaction. Complaints that fall under the jurisdiction of another federal, state or local governmental agency are referred to that office for processing. This bureau also processes administrative enforcement actions for violations by an entity that falls within one of the division's regulatory programs. In addition, the bureau conducts investigations of alleged violations of Florida law that fall within the jurisdiction of the division’s regulatory programs, as well as other consumer protection laws.
The Bureau of Consumer Assistance is comprised of the Consumer Assistance Center and the Lemon Law program. The Consumer Assistance Center answers the state's toll-free Consumer Assistance Hotline 1-800-HELP-FLA (435-7352). The Consumer Assistance Center is located in Tallahassee and is staffed with trained analysts who answer more than 220,000 telephone calls and emails annually from consumers and businesses. In addition to supporting the program areas regulated by the division, staff is able to provide callers with information on a wide variety of topics. When necessary, callers are directed to the appropriate government or private agency that can provide further assistance. A broad variety of consumer information materials are maintained by the center and are available free to consumers. The Consumer Assistance Center also has a dedicated line for Spanish speaking consumers, 1-800-FL-AYUDA (352-9832).
Consumer Outreach Presentations
We have the latest information on scams and fraudulent schemes that bilk people out of millions of dollars annually. At your next meeting, let one of our representatives educate your group on the latest consumer issues. We inform you of illegal pyramid schemes, how to avoid telemarketing fraud, home employment opportunities and much, much more. We're here for you and we're FREE! We believe an educated consumer is the best protection against fraud and deception! To invite a Consumer Services Representative to your next meeting, please complete a speaker request form. Speaking engagements should be requested at least 2-3 months in advance to ensure availability.
