Consumer Affairs Services Provided are:

Law Enforcement:  The Consumer Affairs Program is a high profile aid to Virginia Beach citizens.  We enforce the Consumer Protection Act and other related laws.  We investigate consumer complaints and prepare cases for prosecution if appropriate.  We mediate complaints which are not violations of law.  In the last three years:

• We received 1,562 requests for investigations and mediations
• $865,584.80 was returned to consumers in cash or in-kind refunds

We also issue permits for, and monitor going out of business sales. 

Consumer Education:  Education is the key to the prevention of consumer abuse.  We provide consumers with information on their rights and responsibilities as well as complaint history of businesses.  In the last three years:

• We have responded to 20,473 citizen questions and inquiries
• 34,143 brochures have been distributed regarding credit, home improvement, automobile information, retail shopping, telemarketing, identity theft, information for seniors, etc.
• 148 presentations were given to various organizations and schools. This number increased from 29 in FY 05-06 to 72 in FY 07-08.
• We have issued 9 press releases and have been interviewed by media representatives 40 times.

We update our website recall page every two weeks and post new tips or warnings every month to keep consumers informed of current issues.

Special Programs:  Active participation in various groups and programs has made consumers more aware of our services and has further reduced victimization.  These special programs include:

• Virginia Beach Triad:  National organization with local chapters designed to reduce crimes against the elderly and provide an opportunity for exchange of information.  We coordinate speakers for monthly meetings, send out the meeting notices, and provide information and assistance at each session.  Membership and participation has greatly increased as a result of our efforts.  We also assist with Triad sponsored events such as the Senior Citizens’ Police Academy.
• Meals on Wheels Partnership:  We began this partnership in 2001 to insure that our home-bound citizens would not become victims of door-to-door scams, telemarketing scams, or other crimes due to isolation.  At the end of 2008, we had delivered meals and consumer information to 712 Meals on Wheels clients.
• CASE Partnership:  Communities Against Senior Exploitation Partnership was launched by Consumer Affairs and Adult Protective Services in 2007.  CASE is designed to prevent fraud and exploitation of older adults.  We partner with faith communities and other organizations to spread fraud prevention information.  Seminars are provided to members of the group and monthly fraud alerts are sent to the designated representative for distribution.  By the end of 2008, 42 partnership agreements were signed, 57 seminars were conducted, and monthly fraud alerts are now distributed to over 11,820 citizens each month.
• Virginia Beach City Public Schools Adult Learning Center:  In February 2008 we began teaching community service classes on fraud prevention at the Adult Learning Center.
• Senior Resource Center:  In addition to giving presentations, once a month personnel are available on site at the Center to give assistance to consumers.

Consumer Affairs staff members also serve on various boards and participate in several local, state, and national organizations including:

• Financial Exploitation Action Team (FEAT):  This is a coalition of local public and private organizations whose mission is to increase public awareness about the issue of financial exploitation of vulnerable adults.  We give presentations to financial institution employees to help them recognize and report financial exploitation.  We also give presentations to community groups to help them protect themselves from financial exploitation.
•  Multi-Agency Information Network (MAIN):  This is an organization Virginia Beach Consumer Affairs started in 1994 to help develop relationships between different agencies and to share information.  We meet 4 times a year.
• Consumer Affairs Advisory Committee (CAAC):  Program Coordinator, Cathy Parks, was appointed by the Commissioner of the Virginia Department of Agriculture and Consumer Services in 2001.  Meetings are held twice a year in Richmond to make recommendations concerning consumer education in Virginia.
• Virginia Association of Consumer Affairs Administrators (VACAA):  We meet 4 times a year to share information between the consumer affairs offices, the Attorney General's Office, and other agencies.
• National Association of Consumer Agency Administrators (NACAA):  NACAA members are front line public and private advocates who work with consumers to solve problems, prosecute offenders, advance legislation, and educate the public. NACAA currently represents more than 160 government agencies and 50 corporate consumer offices in the U.S. and abroad.  We meet once a year.
•  North American Association of Consumer Protection Investigators (NACPI):   The purpose of the Association is to provide a medium through which the consumer protection investigators, civil and criminal, of the respective governments (federal, state, county, city, province, district, or territory) receive educational training at annual conferences, network, exchange information, and cooperate in matters involving consumer protection investigations, education, and litigations, of mutual concern to all.

Awards:

• 2008 Best Practices Award from the Commonwealth Council on Aging for CASE Partnership
• 2006 PEER Award for Consumer Affairs Investigators
• 2002 ACE Award, National Association of Consumer Agency Administrators for our Meals on Wheels Partnership
• 2002 City Manager’s Award for our Meals on Wheels Partnership
• 2001 Consumer Education Award, National Association of Consumer Agency Administrators for out “After the Disaster…” booklet