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South Carolina Improves Consumer Complaints Processing

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In January 2014, The South Carolina Department of Consumer Affairs (SCDCA) launched an improved online service for processing consumer complaints. More than 60 percent of consumer complaints are now submitted through the online system instead of the manual paper process from the past. Online submissions are resolved 50 percent faster. The improved online service was awarded a 2014 Digital Government Achievement Award for its innovation, functionality, and efficiency.

“The complaint system provides consumers and businesses alike, with a more streamlined and expeditious complaint process,” said Donna Backwinkel, Director of Consumer Services and Education. “System features also allow for in depth “quality control” reviews, resulting in greater accountability and productivity.”

The Online Consumer Complaint Filing system replaced the existing paper-based system and complaint back-end system with a new Web-based system for managing new and existing complaint filings. Operational efficiencies gained include reduced staff time spent processing a complaint and responding to consumer and business inquiries and ease of access to information. The Services Division’s copier usage is down 33% and postage use is down 25%.

Improved service includes enhanced communication between parties and access to information. Consumers and businesses can file and respond to complaints at their convenience 24/7. Email notices are sent when complaint is assigned and when another party makes any comments or changes.

The improved online system for processing consumer complaints was launched early last year. This improved service offers offers quick and easy submission, tracking, and searching from desktop, laptop or mobile device. Users can:

  • Expedite the complaint process through online submissions
  • Submit comments to assigned SCDCA complaint analysts
  • Monitor the status of a complaint with 24/7 system access
  • Research complaints

This web-based application was built and is maintained at no cost to taxpayers through a partnership between the Department of Consumer Affairs and South Carolina Interactive, doing business as

To view the new portal, visit SCDCA’s website at


The South Carolina Department of Consumer Affairs (“SCDCA”/ “Department”) is the state’s consumer protection agency. Established in 1974, SCDCA has more than 40 years of experience in protecting South Carolina consumers while recognizing those businesses that act honestly and fairly. 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.

About is the official website of the state of South Carolina ( and a collaborative effort between the state and South Carolina Interactive to enable the state to conduct business online and improve public access to government information. The South Carolina Budget and Control Board’s Division of Technology Operations provides guidance to South Carolina Interactive who is responsible for operating, maintaining, and marketing South Carolina Interactive is part of eGovernment firm NIC’s (NASDAQ: EGOV) family of companies.

About NIC

Founded in 1992, NIC (NASDAQ:EGOV) is the nation’s leading provider of official government websites, online services, and secure payment processing solutions. The company’s innovative eGovernment services help make government more accessible to everyone through technology. The family of NIC companies provides eGovernment solutions for more than 3,500 federal, state, and local agencies in the United States. Forbes has named NIC as one of the “100 Best Small Companies in America” five times, most recently ranked at No.11 (2013), and the company has been included three times on the Barron’s 400 Index. Additional information is available at

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