The New York Department of State (DOS), Division of Consumer Protection (DCP) is seeking a software solution to improve its ability to assist New York consumers that have complaints against retail establishments doing business in the State, specifically by modernizing the public user experience, expanding the services offered online, streamlining and enhancing the consumer complaint processing system, and improving access to actionable information.

The primary purpose of this software is to provide an online portal where the public can easily enter consumer complaints, review the status of pending complaints, report scams and fraud, provide marketplace investigation support, receive educational resources, and research company (third party) reputability. An integrated software function will serve to facilitate DCP’s complaint mediation process and provide customizable ad hoc data reporting tools. Further, the system shall be compatible with existing New York State Office of Information Technology Services (ITS) servers and enable storage of complaint data in an easy-to-use format for staff and management users. All data shall be automatically deleted pursuant to applicable DCP document retention
schedules.