SCDCA Accountability Report: Fiscal Year 2018-19 The Department accomplishes its mission by: 1.) acting as an effective regulator, 2.) providing complaint mediation services that are unmatched at both state and federal levels, 3.) saving millions for both consumers and small businesses through insurance rate filing intervention, 4.) serving as an educational portal for consumers and businesses alike, and 5) informing the public on effective ways of preventing and mitigating identity theft situations. Governed by the Commission on Consumer Affairs, SCDCA is organized into six divisions: Administration, Consumer Services, Consumer Advocacy, Public Information and Education, Legal Division and the Identity Theft Unit. South Carolina Department of Consumer Affairs SCDCA Organization_6e22c6cf-9f9e-42ec-9ec7-9a9046d798ef The South Carolina Department of Consumer Affairs (“DCA”/ “Department”) is the state’s consumer protection agency. Established in 1974, DCA has over forty years of experience in protecting South Carolina consumers while recognizing those businesses that act honestly and fairly. The General Assembly has charged the DCA with administering, interpreting and enforcing thirty-eight statutes, including the S.C. Consumer Protection Code. Governor’s Office Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Constituent services; advise regarding legislation affecting the consumer interest. Administrative Law Court Type of Partner Entity: State Government ~ Associated Goal(s): 1 [To be named] Hear contested case hearings arising out of laws administered and enforced by DCA. Hear contested case hearings arising out of DCA Code administration and enforcement. Hear contested case hearings arising out of DCA Code administration and enforcement. US Congress Division/Program: Legal, Advocacy & Administration/Consumer Advocate. Customer Segment: General Public Demographic: All South Carolinians [To be named] Service/Product: Professional, prompt constituent services. Budget and Control Board/DOA Type of Partner Entity: State Government ~ Associated Goal(s): 1,2,4 [To be named] Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Carolinas Independent Automobile Dealers Association Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,3 [To be named] Receives reports of violations, disseminates industry specific information, education, legislative collaborations. Public Information and Education Division [To be named] The Public Information and Education Division serves as the main consumer education portal for consumers, business and the media. The Division informs consumers and businesses on their rights and responsibilities in the marketplace through traditional and alternative media distribution, including social media, presentations, media coverage and publications. Education is a central part of DCA’s mission. Cultivating a marketplace comprised of well-informed consumers and businesses prevents deceptive and unfair business practices, allows legitimate business activity to flourish, resulting in the promotion of competition and a healthier economy. National Association of Consumer Credit Administrators Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,4 [To be named] State regulator association: provides trainings and information sharing. Advocacy Division [To be named] The Advocacy Division provides legal representation for the consumer interest in matters involving property and casualty insurance and worker's compensation insurance. As the state agency designated to represent the insurance interests of consumers, the Advocacy Division aims to ensure that increases in homeowner's insurance and worker's compensation insurance rates are justified, working to avoid excessive, inadequate or unwarranted rate increases. When needed, an action is filed and the Division submits evidence in hearings that demonstrate the rate request is not justified and often results in adjudications or settlements that generate savings for consumers and businesses alike. The division also reviews rules and regulations proposed by state and federal agencies pertaining to ratemaking and provides comments as deemed appropriate. Board of Financial Institutions - Consumer Finance Division Type of Partner Entity: State Government ~ Associated Goal(s): 1,2,3 [To be named] Work together to ensure compliance with the Consumer Protection Code and other laws. Work together to ensure compliance with the Consumer Protection Code. Work together to ensure compliance with the Consumer Protection Code. Division of Technology Operations Type of Partner Entity: State Government ~ Associated Goal(s): All [To be named] Provide network services, desktop support, server management, security services to DCA. Provide network services and desktop support to DCA. Provide network services and desktop support to DCA. Actuarial Consultants Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1 [To be named] Review insurance filings for DCA. AARP Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1,3 [To be named] Provide joint educational partnerships/ outreach. ThoughtSpan Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 1,2,4 [To be named] Licensing database contractor. Legal Division [To be named] The Legal Division performs the agency’s licensing, administration and enforcement duties related to the majority of the 120 laws under the agency’s jurisdiction. The General Assembly has charged the DCA with advising the Legislature and Governor on consumer issues and state of credit in this State; administer, interpret and enforce the S.C. Consumer Protection Code and license, register, or otherwise regulate fifteen industries, including mortgage brokers, pawnbrokers, physical fitness centers, motor clubs, credit counseling organizations, prepaid legal services, athlete agents, the sale of preneed funeral contracts, registered consumer credit grantor, maximum rate filing and motor vehicle disclosure programs. Department of Insurance Type of Partner Entity: State Government ~ Associated Goal(s): 1,3 [To be named] Providing notices and full filings of insurance companies. General Assembly Division/Program: Legal, Advocacy & Administration/Consumer Advocate. Customer Segment: Legislative Branch [To be named] Service/Product: Constituent services; advise regarding legislation affecting the consumer interest. SC.GOV Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 2,3,4 [To be named] Maintains DCA's online Complaint Database, agency website. Consumer Services Division [To be named] The Consumer Services Division processes and mediates written consumer complaints, seeking to find equitable solutions for the consumer and the business, including refunds, adjustments and credits to consumer accounts. Staff takes consumer complaints against businesses regulated by the DCA, refers complaints that fall within another agency’s jurisdiction, and mediates those complaints against businesses that are unregulated. The Division provides SC taxpayers with a readily available, experienced, and cost-effective mediation service. Identity Theft Unit [To be named] The Department’s newest division, the Identity Theft Unit provides education and outreach to South Carolina consumers across the state to increase public awareness and knowledge about what identity theft is, the steps consumers can take to protect themselves, and what consumers should do in the event of identity theft. For consumers who are identity theft victims, the Unit provides ongoing guidance throughout the process of mitigating and resolving their particular identity theft situation(s). The Unit also handles administration and enforcement of state identity theft-related consumer protection laws, including receipt of security breach notices to ensure reporting and notification requirements are met. Administration Division [To be named] All of DCA’s functions are supported by the agency’s Administration Division. All support and planning services critical to the operation of the agency are housed in Administration, including procurement, human resources, accounting and information technology. The Administrator position, appointed by the Commission on Consumer Affairs to administer Title 37 among other statutes and manage the day to day operations of the agency, is located in this Division. SC Automobile Dealers Association Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,3 [To be named] Receives reports of violations, disseminates industry specific information, education, legislative collaborations. American Conference of Uniform Consumer Credit Code States Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,4 [To be named] Sharing of information amongst state regulators having similar consumer protection laws. SCDMV/DPS Type of Partner Entity: State Government ~ Associated Goal(s): 1,3 [To be named] Assists in investigation of regulated businesses The Legal Community Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: General Public -- Demographic: Lawyers litigating matters/ representing consumers related to laws under the Department's jurisdiction [To be named] Service/Product: Provide consumer law guidance; act professionally in representing the consumer interest. Other State & Federal Agencies Division/Program: All. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Partnership opportunities to leverage resources in the administration and enforcement of like laws; education partnerships; referral of complaints. Regulated Businesses Division/Program: Legal -- Regulated and indirectly regulated businesses. Customer Segment: Industry: Credit Grantors, Athlete Agents, Continuing Care Retirement Communities, Credit Counseling. Discount Medical Plan Organizations, Mortgage Brokers, Motor Vehicle Dealers, Motor Clubs, Pawnbrokers, Physical Fitness Services, Preneed Funeral Providers, Prepaid Legal, Professional Employer Organizations [To be named] Service/Product: Prompt, efficient service and for the agency to utilize a fair and balanced approach in carrying out its legal functions. Print & Media Outlets Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1, 3 [To be named] Fulfilling media requests/ disseminating information. Other State Agencies Type of Partner Entity: State Government ~ Associated Goal(s): All [To be named] Provide joint educational partnerships/ outreach; referrals of consumers and businesses to DCA. Ratepayers Division/Program: Advocacy. Customer Segment: General Public. Demographic: Consumers of insurance products [To be named] Service/Product: Thorough review of insurance rate filings to ensure the marketplace is fair and balanced. SCDCA Partners [To be named] SCDCA Customers [To be named] Schools Division/Program: Public Information & Consumer Services & Education. Customer Segment: School Districts [To be named] Service/Product: Sharing knowledge of consumer rights and responsibilities to create savvy consumers. Local Law Enforcement Agencies Division/Program: Legal. Customer Segment: Local Govts. [To be named] Service/Product: Partnership opportunities and availability of our expertise to assist in performance of their job functions. Various Industries Regulated Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 1,2,3 [To be named] Provide feedback on regulatory structure, joint educational partnerships/ outreach. Law Enforcement (state & local) Type of Partner Entity: Local Government ~ Associated Goal(s): 1,3 [To be named] Assists in investigation of regulated businesses. 1.1.1 - Bring necessary enforcement actions, including joint enforcement actions with federal, state, and local agencies 1.1.1 - Bring necessary enforcement actions, including joint enforcement actions with federal, state, and local agencies Stage Law Enforcement Agencies Division/Program: Legal. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Partnership opportunities and availability of our expertise to assist in performance of their job functions. The Media Division/Program: Public Information. Customer Segment: Industry: Newspapers, television stations, radio broadcasters, etc. [To be named] Service/Product: Prompt, efficient service; compelling content. Community Groups Division/Program: Public information & Identity Theft Unit. Customer Segment: General Public -- Demographic: All South Carolinians [To be named] Service/Product: Sharing knowledge of consumer rights and responsibilities to create savvy consumers. Judges Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: Judicial Branch -- Judges litigating or hearing matters related to laws under the Department's jurisdiction [To be named] Service/Product: Provide consumer law guidance; act professionally in representing the consumer interest. South Carolinian Consumers Division/Program: All -- Millions of South Carolina consumers and those who visit our state. Customer Segment: General Public Demographic: All South Carolinians [To be named] Service/Product: Protection of the marketplace while giving due regard to those businesses acting fairly; representation of the consumer interest before the Legislature and Governor. National Consumer Groups Division/Program: Legal, Public Information & Administration. Customer Segment: General Public Demographics: Consumer Federation of America, AARP, etc. [To be named] Service/Product: Data sharing to track national trends; educational partnership opportunities. Carri Grube Lybarker Director David Campbell Chair, Commission on Consumer Affairs To protect consumers while giving due regard to those businesses acting in a fair and honest manner. Vision_d0836f82-d112-4944-b51f-0d3398788224 To protect consumers from inequities in the marketplace through advocacy, mediation, enforcement and education. Mission_d0836f82-d112-4944-b51f-0d3398788224 Integrity Education Quality Timeliness Competence The Department will strive to be a CREDIT to our State by holding the following values as essential in our relationships and decision-making: C competence R expect E quality D education I integrity T timeliness Law Enforcement EFFECTIVELY ADMINISTER & ENFORCE THE LAWS ASSIGNED TO THE DEPARTMENT TO PROTECT CONSUMERS FROM FRAUDULENT, UNFAIR AND DECEPTIVE PRACTICES. Goal_5cccefb9-f41d-481d-9411-d9fe0e1205ad 1 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Regulation Examine regulated industries to determine compliance with applicable laws and regulations, conduct investigations upon receiving probable cause and implement enforcement actions against violators. Objective_1225cb36-ef47-477f-94a0-c0d10ad14f87 1 [To be named] [To be named] Complaints Receive and expeditiously resolve complaints of individuals pertaining to any consumer transaction arising out of the production, promotion or sale of consumer goods and services. Objective_d1ace2cb-3f1d-490d-902c-8095c2f46457 2 [To be named] [To be named] Consumer Interests Promote the interests of consumers before the Legislature, Governor, and regulatory agencies Objective_54642172-6929-4959-b558-06bf288bd38d 3 [To be named] [To be named] Licensing & Registration Provide a quality, streamline program of licensing and registration to promote high standards for regulated businesses and ensure South Carolinians are effectively and efficiently served Goal_c5bbd9c5-5aff-474d-8a90-6f0437b5e5c2 2 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Online Licensing Encourage use of online licensing platform to decrease application processing turnaround time Objective_4c20dbd8-9148-4c9e-9c28-652e090f8042 1 [To be named] [To be named] Interpretation & Explanation Interpret and explain statutes under the agency's jurisdiction in a fair manner, balancing the interests of consumers with those businesses acting honestly and fairly Objective_671c8469-316e-4dfc-a855-1b3763422188 2 [To be named] [To be named] Education Educate consumers and businesses on their rights and responsibilities under the law Goal_02561993-cffa-404f-82a0-39e21f156006 3 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Traditional Education Engage in traditional educational efforts to decrease consumer risks and increase industry compliance Objective_3062dd08-549c-46b8-a73c-04d19a1d2803 1 [To be named] [To be named] Media Actively seek out media attention and cultivate relationships with media stakeholders Objective_a2601797-0b8e-408b-b577-24a1da2c4acb 2 [To be named] [To be named] Public Awareness Increase public awareness through digital media and alternative, cost-effective methods Objective_5c562651-2525-4e37-a95f-3b54afc2aa16 3 [To be named] [To be named] Technologies & Strategies Constantly evaluate technologies and strategies available to cultivate a culture of security, efficiency and knowledge building Goal_3a920f70-4e99-43d5-ad72-e767ce08bae5 4 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Technology Implement, update and promote technology to assist staff in increasing efficiencies in performing job functions Objective_72ff0bcb-d029-4742-b56f-c69ad7318707 1 [To be named] [To be named] Data Protect data entrusted with agency by its customers through employee training and awareness Objective_eecda551-f182-4bf6-9f36-9b1c1d8b91cf 2 [To be named] [To be named] Workplace Environment Provide an environment that supports staff development, retention and agency mission fulfillment Objective_909fa4cd-2e18-4e6f-bb64-396af04addf8 3 [To be named] [To be named] StrategyPlan_d0836f82-d112-4944-b51f-0d3398788224 2018-07-01 2019-06-30 2025-12-24 https://www.stratnavapp.com/StratML/Part1/d0836f82-d112-4944-b51f-0d3398788224 Submitter_d0836f82-d112-4944-b51f-0d3398788224 Owen Ambur