THE SENATE	S.R. NO.	101
TWENTY-FOURTH LEGISLATURE, 2007
STATE OF HAWAII

SENATE RESOLUTION

requesting the office of consumer protection to draft minimum standards for customer service for services performed in private homes.

     WHEREAS, consumers who utilize a company or person's services are entitled to a certain degree of customer service; and

     WHEREAS, consumers often complain as to the wait time for repair or installation services that are conducted in their homes; and

     WHEREAS, this wait time often requires the consumer to be home to receive the repair or installation person during a certain window of time, for example, anytime between 8:00 A.M. and 5:00 P.M.; and

     WHEREAS, unlike an appointment, the consumer is not given a specific time that the repair or installation person will actually arrive at the consumer's home and this requires the consumer to remain at home for a certain window of time; and

     WHEREAS, allowing such a long wait time inconveniences many consumers and may lead to indirect costs for consumers as they are required to wait around, sometimes for several hours, before the repair or installation person arrives to do the job requested; and

     WHEREAS, there is no recourse when a repair or installation person fails to show up in the window of time specified and consumers are forced to repeat the waiting process all over again in order to receive the services requested; and

     WHEREAS, these types of services are oftentimes only provided by one particular company, either due to warranty requirements or other constraints, and consumers do not have the option of choosing another company to complete the needed repair or installation; and

     WHEREAS, the Office of Consumer Protection of the Department of Commerce and Consumer Affairs is tasked with protecting the interest of consumers and legitimate businesses, as well as promoting fair and honest business practices; now, therefore,

     BE IT RESOLVED by the Senate of the Twenty-fourth Legislature of the State of Hawaii, Regular Session of 2007, that the Office of Consumer Protection is requested to draft minimum standards for customer service relating to services performed in private homes, such as repair or installation services; and

     BE IT FURTHER RESOLVED that among the standards set by the Office of Consumer Protection, the Office of Consumer Protection is requested to specifically provide a maximum time period during which a consumer can be requested to wait for a repair or installation person to arrive at the consumer's home to do the job for which they are hired; and

     BE IT FURTHER RESOLVED that the Office of Consumer Protection is requested to submit a report on the actions taken pursuant to this measure no later than twenty days prior to the convening of the 2008 Regular Session; and

     BE IT FURTHER RESOLVED that a certified copy of this Resolution be transmitted to the Executive Director of the Office of Consumer Protection of the Department of Commerce and Consumer Affairs.

OFFERED BY:

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Report Title: 

Office of Consumer Protection; Customer Service