The Division of Consumer Response & Operations collects and analyzes data to target law enforcement and education efforts and measure the impact of activities related to the FTC’s consumer protection mission. The division is responsible for various projects and functions, including:
- Consumer Response Center: Counselors respond to consumer complaints and inquiries received by telephone, mail, and online.
- Consumer Sentinel: A unique investigative cyber tool that provides law enforcement members with access to millions of consumer complaints. Based on the premise that sharing complaint information can make law enforcement even more effective, Sentinel allows members to access consumer complaints submitted directly to the FTC, as well as to complaints shared by over 40 data contributors, including the Consumer Financial Protection Bureau, the Internal Revenue Service, over 20 State Attorneys General, and all North American Better Business Bureaus. Over 2,300 federal, state, local, and international law enforcement users have access to Sentinel; hundreds of individual members access the system each week.
- Operations: The division administers the core financial, administrative, and consumer redress activities of the Bureau.