DA's Consumer Protection Division increases efforts to help the little guy
1
NORTHAMPTON - More than a quarter-century after its founding, the Consumer Protection Division of the Northwestern district attorney's office is about to ratchet up its profile.
The division already fields 2,200 phone calls a year from residents in Hampshire and Franklin counties and does community outreach. This fall, the two-person operation will look to spotlight the work its Northampton and Greenfield offices do for consumers through the first of several public service announcements on the airwaves, in print publications and on its website.
"I think the more that you reach out, whether it's senior citizens or the general public, it's good to let them know that we do more than just answer consumer questions," said District Attorney David Sullivan. "We can help with a complaint in a specific area and get the resources they need to address it."
But Sullivan also believes that consumers have to be knowledgeable and informed about what their rights are ahead of time to save "so much trouble down the line."
The first PSA will provide a basic introduction to the office, explain how its staff can help consumers and give an overview of the issues it specializes in, said Janice Garrett, the division's director.
"We're very excited about this," she said. "We want consumers to know that they don't have to wait until they are in trouble to call us."
In a nutshell, the office offers help in many areas, including retail sales and auto sales - the top complaints in 2010 - credit and debit, business, services and trade, home improvement, utilities, auto repair, cable and satellite, Internet and financial institutions.
The PSAs are intended to extend the reach of the office into areas that go beyond the traditional meetings at the senior center or a booth at the local craft fair, though appearances at those events are still part of the office's public relations plan.
Future campaigns will center on retail rights starring high school students and possibly Attorney General Martha Coakley. The division is already airing its first PSA about a prescription drug take-back event later this month.
The Consumer Protection Division is one of 19 local consumer programs in the state, working in cooperation with the state attorney general's office. In addition to educating consumers, Garrett and Caroline Smith, case coordinator, are also trained mediators in issues between consumers and businesses.
They say the goal of mediation is to reach a solution that both parties can be satisfied with, which happens in more than 60 percent of the cases they take on, Smith said.
The office is not allowed to give legal advice or opinions when fielding calls or mediating cases, even though consumers often ask for them.
"We get asked, 'What would you do?' a lot," Smith said. "It's not up to me. You have to be the happy consumer."
But Garrett says staff can walk consumers through their options.
"We can help people put their thoughts in order," she said. "That can sometimes help people."
Sullivan also wants to strengthen the link between the Consumer Protection Division and other units within the DA's office. For example, the division is able to refer cases to the elder and disabled persons unit within the DA's office, and staff members are able to coordinate with the DA's outreach and education unit.
"We're one of the few DA's offices that actually has a consumer unit in-house, which is really a wonderful feature of our office," said Janice Healy, the deputy district attorney who oversees the Consumer Protection Division.
