The rationale, the intensity and the focus of consumer protection issues change with the times.
As babyboomers reach retirement age, policy pundits expect consumers to clamor for more oversight of skilled nursing homes and the funeral industry, just as graying and balding consumers are now focused on food and pharmaceutical safety.
Naturally, government needs to change with the times, as well. Fraud
investigators now need to tail door-to-door shysters and cyberspace
scammers. Consumer education efforts need to be Internet-based and
market-targeted. A generation ago the hot consumer topic was credit
abuse; now it is identity theft. In assessing the ability of the Department of Consumer Affairs to meet
these challenges, the Little Hoover Commission was too often told:
"We are doing the best we can with what we have got." Even if that
is true, that is not the benchmark the State should be striving for. Because consumer education saves money and prevents the need for
costly government intervention in markets, the State needs to restore
General Fund support for at least the most important consumer
education needs. Because the public expects the government to act in the public interest
-- and expects policy makers to at least be told how their decisions will
affect the public interest -- the State needs to restore its consumer
advocacy efforts. Because the Department of Consumer Affairs is still burdened by an
organizational structure that discourages efficiency and frustrates
consumer protection, at least incremental improvements need to be
made to clarify the director's authority in relation to the boards. And because government's consumer protection functions are as
diverse as the market, the State needs to restore the relationships that
yield cooperation. It can begin that process by gathering, analyzing and
acting on the information that will ensure government is responding to
the most important consumer issues of the day. The Little Hoover Commission's recommendations would require some
additional expenditure of public funds. But if implemented correctly, the
recommendations also could be expected to make the consumer
protection apparatus more efficient. And by increasing the
effectiveness of those protection efforts, the recommendations would
save the money of taxpayers in their role as consumers.
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