What happens when a complaint is filed with the Board?
When the Board receives a complaint, compliance staff works together with the staff investigator to review the complaint, complete an investigation, and present a summary of that investigation to the Board at the next Board meeting. At the Board meeting, the Board deliberates and votes to determine whether or not they will take disciplinary action against the subject of the complaint.
As part of the investigation, the Board investigator may request
documents from the complainant or from the facility, or may interview witnesses.
The investigator may need to speak with the complainant to provide additional
information about the circumstances of the complaint, or to clarify the
details that the complainant has submitted. It is important that complainants
respond to any requests for additional information from the Board investigator
so a complete summary can be presented to the Board.
The Board meets approximately every 90 days. Most investigations are completed and presented to the Board within 180 days.
If the Board decides to initiate disciplinary action, they may impose a variety of sanctions ranging from a reprimand to a license revocation. The Board cannot compel a licensee to make a refund to a consumer, repair or replace any goods, or issue an apology to a consumer. The Board cannot mediate or broker any agreement or arrangement between a consumer and a licensee. The Board may impose civil penalties up to $1,000 per violation. Licensees have the right to request a hearing or appeal decisions of the Board.
The Board may choose not to take formal disciplinary action against the licensee, but may apply alternative options, such as letters of education or letters of warning requiring action. If this is the case, the Board staff will contact you to advise you that the complaint has been closed without disciplinary action being taken.
Confidentiality of Complaints
Complaints filed with the Board are confidential and are not subject to public disclosure. The fact that a complaint has been filed against any licensee is not public information. The Board is required by law to keep confidential, to the greatest extent possible, the identity of the complainant and the respondent. The investigator may contact you during the investigation to ask you for details or clarification of your statement. We cannot disclose facts obtained in our investigations unless it furthers the investigation.
Final disciplinary actions taken against licensees are public records. Final disciplinary actions are published on our website.