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Audit of FTC Consumer Response Center Practices and Procedures

Report Information

Date Issued
Report Type
Audit
Description
The FTC OIG conducted this audit to assess the effectiveness of the Consumer Response Center's (CRC) current practices and procedures related to recording and responding to consumer reports and inquiries.
File
2025-02-06_final%20report_BCP%20CRC%20audit.pdf
Joint Report
No
Agency Wide
Yes (agency-wide)
Questioned Costs
$0
Funds for Better Use
$0
View report on Oversight.gov

Recommendations

We recommend that BCP management more effectively communicate to agency staff clear, formalized procedures for the consistent processing and adjudication of consumer complaints referred by internal FTC offices.

We recommend that BCP management enhance the organization of CRC's knowledge base resources to ensure information is centralized and accessible to all staff.

We recommend that BCP management refine its regularly-reviewed process for identifying and capturing key CRC program input in policy or guidance.