The Public Protection Division can . . . • attempt to resolve every complaint CAP receives relating to allegedly unfair or deceptive acts or practices in the marketplace by contacting the business complained about and requesting that it contact you to either resolve your complaint or satisfactorily explain its side of the story;
• investigate complaints where there appears to be a pattern or practice in violation of the law, and follow up with legal action if a significant violation is found; and
• write and promote consumer legislation.
The Division cannot . . . • get involved in matters where there has been no violation of the Consumer Fraud Act;
• represent you as an individual in court or give legal opinions or legal advice; the Division represents the State of Vermont and can only act in the name of the State;
• resolve every complaint to the satisfaction of all parties; because of limitation of time and staff, as well as jurisdiction, decisions on which cases will be pursued through investigations are based on how much will be accomplished to benefit ALL Vermonters if the case if pursued; and
• give an opinion as to the reputation of particular businesses. But the staff of CAP can point out general problems in the particular industry, tell you how many complaints have been filed in the past against a particular business, and give you advice on how to proceed to minimize the chances of your encountering problems. In addition, the complaint files are public records and you may request, in writing, to inspect or copy them. Certain fees may apply.
How to File a Complaint
Before you file a complaint with the Consumer Assistance Program, you should contact the business at least once and allow it an opportunity to resolve your problem voluntarily. If you are still dissatisfied, you can file a complaint with the Consumer Assistance Program by sending a letter or filing a complaint on line at the Attorney General’s website. Your complaint MUST contain the following information:
• the correct name and mailing address of the business about which you are complaining;
• your full name, mailing address, and telephone number; • a brief, concise description of the problem; and • a description of the relief you are seeking.
On Your Own, 2008 Edition 61
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