Consumer: How do I file a complaint with the Attorney General's Office and what happens with it?

 Attorney General Rob McKenna: As part of our mission to protect the people of Washington, the Attorney General's Office provides informal mediation between consumers and businesses at no cost to either party. Each year, the office's Consumer Protection Division handles an average of 20,000 formal complaints and more than 150,000 phone calls from consumers.

Not only do we attempt to resolve every complaint, but, the information that consumers provide helps us identify problems in the marketplace that can only be corrected through enforcement.

The easiest way to file a complaint with the Attorney General's Office is by filling out the form on our Web site at www.atg.wa.gov and sending it electronically. You can also contact our toll-free hotline at 800-551-4636 to speak to one of our complaint analysts and/or have a form mailed to you. Include any documents relevant to your complaint.

We encourage you to give the subject of your complaint an opportunity to resolve your complaint prior to contacting our office.

Complaints are handled by staff, work-study students and supervised volunteers at our six Consumer Resource Centers throughout the state.

Once we receive a written complaint, one of our complaint analysts will work with you to try to resolve the issue. This typically includes sending a letter to the business on your behalf. In some cases, the Attorney General's Office will refer complaints to another agency better suited to respond.

In most cases, businesses appreciate the opportunity to respond to these complaints and settle problems with their customers.

On average, two out of three complaints filed with our office are satisfactorily resolved. Even if we aren't able to resolve your personal dilemma, the information you provide may be helpful to an investigation or lawsuit.

In addition to the informal mediation process, the Attorney General's Office offers consumers and businesses the option of formal mediation. This is made possible through a collaboration with the University of Washington Law School's Clinical Law Program. Through this voluntary process, parties negotiate their own settlement with the assistance of an impartial mediator.

It's important to understand, however, that the Attorney General's Office can't advise or represent private citizens on personal legal matters. In those circumstances, we suggest that you contact a private attorney or pursue your matter in Small Claims Court.

I'm exceptionally proud of our Consumer Resource Centers and our office's ability to provide such an important service to the people of Washington at a minimal cost to taxpayers.

For the location of the Consumer Resource Center closest to you and more information about resolving disputes, visit the Attorney General's Office Web site at www.atg.wa.gov and click on "File a Complaint."