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Consumer Complaint Mediation

The Mediation Program mediates consumer disputes in these areas:

Contract Compliance
Service Contracts

Table of contents

How Does The Mediation Program Work?

  • The consumer contacts the Consumer Information Center and the Center mails the consumer a complaint form.

  • The consumer completes a written complaint about the dispute and mails it to one of four Mediation Centers. The mediator will contact the consumer if additional information is needed.

  • The mediator contacts the business by mail or phone.

  • The business offers a response.

  • The mediator facilitates the process until the matter is resolved, if possible, or the consumer is advised to follow up in civil court.

  • Violations of statute or regulation may be referred to the Enforcement Division for investigation.

What are the Benefits of Mediation?
  • INCREASES goodwill between business and the consumer

  • REDUCES the need for costly intervention by the courts

  • HELPS improve the quality of life in the community through the mutual resolution of conflict.

  • TIMELY PROCESSING of complaints

What is the Mediation Program?

The Program is responsible for processing all complaints for the Bureaus of Security and Investigative Services (BSIS), Electronic and Appliance Repair (BEAR), Automotive Repair (BAR), and Home Furnishings and Thermal Insulation (BHFTI). We also process complaints for the Cemetery Board and the Board of Funeral Directors and Embalmers.

The regulated industries are: automotive repair, home furnishings, thermal insulation, electronic and appliance repair, private investigator, private security, burglar alarm, repossession, locksmith, security guard, baton and firearm training, cemeteries (which includes crematories, cremated remains disposers, cemetery brokers and sales), and funeral directors and embalmers.

This Program acts as a mediator between disputing parties to promote a mutually acceptable resolution. The mediators can propose terms to settle disputes but will not dictate settlement terms. Complaints which reasonably appear to be a violation of law or code may be referred to the Enforcement Division for possible investigation and/or disciplinary action.

What is a Mediator?

A mediator is a neutral, objective third person who assists people in finding mutually satisfactory solutions to a problem.

What Does a Mediator Do?

  • examines both sides
  • asks questions to find out facts
  • does not take sides; remains impartial
  • with information from both sides, works toward a solution.

Centralized Complaint Mediation Center

The Centralized Complaint Mediation Center is a unit within the Sacramento headquarters office that processes complaints for large companies. It is particularly beneficial in identifying problems that may be recurring within a company's operation. This unit processes complaints against large companies from each of the regulated industries.

Small Claims Court or other civil remedy

If disputes cannot be resolved through mediation, the consumer may be referred to Small Claims Court or other civil remedy, if appropriate.

Mediation Center Locations

Also see Arbitration Review Program

Complaint Mediation Division's Home Page

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