DEPARTMENT OF CONSUMER AFFAIRS.

LEGAL AUTHORITY

Act No. 5 of April 23, 1973, as amended, known as the Organic Law of the Department of Consumer Affairs.

MISSION

Offers information, education and counseling services to encourage respectful and reliable relationships between consumers and providers of goods and services; with the help of a motivated and committed workforce.

VISION

Safeguard the rights and well-being of the consumer, promoting confidence and respect between consumers and the business community.

ORGANIZATIONAL STRUCTURE

Department of Consumer Affairs is comprised of the following organizational units:

  • Economic Studies Division
  • Weight and Measure Division
  • Special Division to Adjudicate Condos Complaints
  • Office for the Orientation of Citizens against Obscenity and Child Pornography in Radio and TV
  • Information Technology Office
  • Office of the Secretary
  • Office of the Deputy Secretary
  • Regional Offices
  • Management and Administrative Deputy Secretary
  • Human Resource of Labor Relations Deputy Secretary

GEOGRAPHIC LOCATION

The Department of Consumer Affairs is located in the Roberto Sanchez Vilella Minillas Governmental Center, North Building, Fourth Floor, on Avenida Jose de Diego, Stop 22 in Santurce. It also has 7 regional offices located in: Arecibo, Bayamon, Caguas, Humacao, Mayaguez, Ponce and San Juan.

PROGRAMMATIC STRUCTURE

Statistical Data 2010 2011 2012

 

Administrative hearings 5,711 5,500 5,600
Administrative hearings cited 8,413 8,450 8,500
Complaints closed 2,697 2,700 2,600
Complaints filed during year 9,351 9,500 9,600
Complaints pending at the beginning of the year 7,263 5,624 4,624
Complaints pending at the end of the year 5,624 4,124 3,424
Complaints resolved 8,293 8,300 8,200
Guidance, lectures and exhibits 16,328 16,350 16,400
Inquiries 37,860 38,000 38,500
Litigation cases closed 1,701 1,750 1,800
Litigation cases filed 1,576 1,600 1,650
Preventive investigation visits 23,486 23,500 23,600
Resolutions issued 8,293 8,300 8,200
Total complaints 16,614 15,124 14,224
Total complaints resolved and filed 10,990 11,000 10,800

Information provided by the Agency during the budget process of the fiscal year 2011 2012.


POSITIONS FILLED

Authorized and Proposed Positions 2009 2010 2011 2012
Sept./08 Sept./09 Sept./10 Feb./11 Proj.

 

Total amount of positions 370 313 247 235 235

Data comes from the Agency's Certified Headcount Reports. Figures for Fiscal Year 2011-2012 were estimated during the budget formulation process.

PROGRAMS

Television Violence

Program Description

Promotes the quality of programs and messages on television to stimulate the television industry so that it voluntarily adopts self-regulation parameters of hours and content as recommended by the Advisory Board. Also collaborates in the formulation of public policy to ensure that government agencies do not sponsor or advertise on television segments wich are not classified by the Advisory Board.

Customers

Consumers and Government agencies of the Commonwealth of Puerto Rico

General Management and Administration

Program Description

Enacts consumer protection public policy, makes decisions regarding consumer protection processes, also, coordinates and supervises the use of available resources, and investigates when unjust practices occur to guarantee a fair market for goods and services.

Customers

Different units of the Department and citizens in general


Human Resources

Authorized and Proposed Positions 2009 2010 2011 2012

Managerial,Technical, Administrative, and Office Staff 34 33 21 17
Other staff 6 4 4 8
Planning, Budget, Statistics, Auditing, and Finance 3 3 3 1
Information Systems 5 3 2 3
Total, Positions 48 43 30 29

Internal Resources Management

Program Description

Provides administrative and fiscal support and manages financial and human resources. Makes sure the necessary services are availabe to carry out agency's operations.

Customers

Department's employees.

Human Resources

Authorized and Proposed Positions 2009 2010 2011 2012

Managerial,Technical, Administrative, and Office Staff 30 20 14 13
Planning, Budget, Statistics, Auditing, and Finance 10 10 7 9
Maintenance and General Services Staff 9 9 5 7
Total, Positions 49 39 26 29



Citizen orientation against obscenity and child pornography on radio and television

Program Description

Looks to remove obscenity and child pornography from the radio and television. Counsels citizens on their right to enjoy radio and television programs that are free of these materials. The Program was created through Act 142 of August 9, 2002.

Human Resources

Authorized and Proposed Positions 2009 2010 2011 2012

Managerial,Technical, Administrative, and Office Staff 2 2 2 3
Total, Positions 2 2 2 3

Consumer Services in Regional Offices

Program Description

Offers legal services for the fiscalization of laws and regulations, research, resolution of claims and consumer education. Services are channeled through regional offices located in: Arecibo, Bayamon, Caguas, Humacao, Mayaguez, Ponce, and San Juan. These offices have 5 basic areas of service to the public: Adjudication of Claims, Consumer Protection, Litigation, Auxiliary Services, Education and Administrative Support.

Customers

Consumers who request legal services, education, submit claims and cases arbitration. Businesses who request verification of their weighing and measurement equipment.

Human Resources

Authorized and Proposed Positions 2009 2010 2011 2012

Managerial,Technical, Administrative, and Office Staff 116 94 74 67
Judges, Lawyers, and Legal Staff 57 51 51 46
Other staff 82 71 58 54
Planning, Budget, Statistics, Auditing, and Finance 11 8 5 6
Maintenance and General Services Staff 5 5 1 1
Total, Positions 271 229 189 174



FISCAL YEAR 2011-2012 ADOPTED BUDGET

The adopted consolidated budget for the fiscal year 2011-2012 is $12,525,000. The resources include $10,981,000 from the Joint Resolution - General Fund, $1,543,000 from State Special Funds and $1,000 from Federal Grants.

Operational Expenses reflect an increase of $297,000 in comparison with the assigned resources for fiscal year 2010-2011. This increase is due to the allocation of resources for the payment of rent on the new Laboratory of Weights and Measurement.

Federal Grants correspond to an agreement with the Consumer Product Safety Commission, where the commission reimburses the agency for incurred fiscalization costs.

The State Special Funds are generated from application of laws and regulations in the categories of Costs and Management Fee, Contractor's Registry, Interests and Consigned Funds and the Horizontal Property Law. This Law establishes that the resources that are received for the inscription of apartments come from the State Special Fund. In addition, this Fund includes resources from the printing of laws and regulations and revenues from fees and penalties.

SUMMARY OF AVAILABLE RESOURCES

Consolidated Budget  (thousands $) 2009 2010 2011 2012

 

Program  
Operational Expenses Actual Actual Budget Adopted
Citizen orientation against obscenity and child pornography on radio and television 0 0 116 116
Consumer Services in Regional Offices 11,097 9,417 8,107 7,363
Fight Against Television Violence 0 1 1 1
General Management and Administration 2,042 1,527 1,741 2,006
Internal Resources Management 3,502 2,563 2,263 3,039
Subtotal, Operational Expenses 16,641 13,508 12,228 12,525
Total, Program 16,641 13,508 12,228 12,525
 
Funding Sources  
Operational Expenses  
Joint Resolution - General Fund 14,179 4,003 1,860 10,981
Federal Grants 1 1 1 1
State Special Funds 2,461 1,681 1,468 1,543
Local Stabilization Fund 0 7,823 8,899 0
Subtotal, Operational Expenses 16,641 13,508 12,228 12,525
Total, Funding Sources 16,641 13,508 12,228 12,525
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 13,621 11,331 10,154 9,493
Rent and Utilities 637 646 791 1,328
Purchased Services 790 582 453 604
Donations, Subsidies, and Distributions 0 30 0 0
Transportation Expenses 293 287 311 284
Professional Services 783 328 0 212
Other Expenses 202 119 261 372
Equipment Purchases 109 55 89 48
Office Supplies and other Materials 127 102 144 139
Advertising and Media Expenses 79 28 25 45
Subtotal, Operational Expenses 16,641 13,508 12,228 12,525
Total, Expense Category 16,641 13,508 12,228 12,525




SUMMARY OF RESOURCES BY PROGRAM

Fight Against Television Violence

Budget (thousands $) 2009 2010 2011 2012

 

Funding Sources  
Operational Expenses  
Joint Resolution - General Fund 0 0 0 1
Local Stabilization Fund 0 1 1 0
Subtotal, Operational Expenses 0 1 1 1
Total, Funding Sources 0 1 1 1
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 0 1 1 1
Subtotal, Operational Expenses 0 1 1 1
Total, Expense Category 0 1 1 1
 

General Management and Administration

Budget (thousands $) 2009 2010 2011 2012

 

Funding Sources  
Operational Expenses  
Joint Resolution - General Fund 1,593 297 312 1,823
Local Stabilization Fund 0 874 1,116 0
State Special Funds 449 356 313 183
Subtotal, Operational Expenses 2,042 1,527 1,741 2,006
Total, Funding Sources 2,042 1,527 1,741 2,006
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 1,600 1,237 1,361 1,359
Rent and Utilities 42 37 53 52
Purchased Services 212 189 249 354
Transportation Expenses 5 0 3 3
Professional Services 122 0 0 0
Other Expenses 33 15 16 163
Equipment Purchases 0 0 5 5
Office Supplies and other Materials 28 49 54 50
Advertising and Media Expenses 0 0 0 20
Subtotal, Operational Expenses 2,042 1,527 1,741 2,006
Total, Expense Category 2,042 1,527 1,741 2,006
 

Internal Resources Management

Budget (thousands $) 2009 2010 2011 2012

 

Funding Sources  
Operational Expenses  
Joint Resolution - General Fund 2,163 675 642 2,264
Local Stabilization Fund 0 1,097 998 0
State Special Funds 1,339 791 623 775
Subtotal, Operational Expenses 3,502 2,563 2,263 3,039
Total, Funding Sources 3,502 2,563 2,263 3,039
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 1,813 1,424 1,142 1,338
Rent and Utilities 453 480 533 1,156
Purchased Services 138 120 80 101
Transportation Expenses 288 287 308 281
Professional Services 661 174 0 0
Other Expenses 88 46 138 123
Equipment Purchases 41 5 32 3
Office Supplies and other Materials 13 15 18 25
Advertising and Media Expenses 7 12 12 12
Subtotal, Operational Expenses 3,502 2,563 2,263 3,039
Total, Expense Category 3,502 2,563 2,263 3,039
 


Citizen orientation against obscenity and child pornography on radio and television

Budget (thousands $) 2009 2010 2011 2012

 

Funding Sources  
Operational Expenses  
Joint Resolution - General Fund 0 0 12 116
Local Stabilization Fund 0 0 104 0
Subtotal, Operational Expenses 0 0 116 116
Total, Funding Sources 0 0 116 116
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 0 0 116 116
Subtotal, Operational Expenses 0 0 116 116
Total, Expense Category 0 0 116 116
 

Consumer Services in Regional Offices

Budget (thousands $) 2009 2010 2011 2012

 

Funding Sources  
Operational Expenses  
Federal Grants 1 1 1 1
Joint Resolution - General Fund 10,423 3,031 894 6,777
Local Stabilization Fund 0 5,851 6,680 0
State Special Funds 673 534 532 585
Subtotal, Operational Expenses 11,097 9,417 8,107 7,363
Total, Funding Sources 11,097 9,417 8,107 7,363
 
Expense Category  
Operational Expenses  
Payroll and Related Expenses 10,208 8,669 7,534 6,679
Rent and Utilities 142 129 205 120
Purchased Services 440 273 124 149
Donations, Subsidies, and Distributions 0 30 0 0
Professional Services 0 154 0 212
Other Expenses 81 58 107 86
Equipment Purchases 68 50 52 40
Office Supplies and other Materials 86 38 72 64
Advertising and Media Expenses 72 16 13 13
Subtotal, Operational Expenses 11,097 9,417 8,107 7,363
Total, Expense Category 11,097 9,417 8,107 7,363