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Comptroller Audit Finds Irregularities at DACO

By on June 14, 2016

SAN JUAN – A report on the Consumer Affairs Department (DACO by its Spanish acronym) by the Puerto Rico Comptroller’s Office includes irregularities related to the receipt and resolution of complaints, the issuance of fines and sanctions, collections, and professional services and consulting contracts.

Between fiscal years 2011 and 2016, DACO received 33,210 complaints, of which 4,305 had yet to be resolved. A sample suggests that in 35% of the cases, the process of adjudicating the controversies took from 195 to 545 days. Also, in December 2013, DACO’s secretary deactivated the agency’s Online Complaint System without conducting a study to determine reasons for the system’s deactivation, and 80% of the consumers who were asked how their complaints were addressed said DACO did not inform them about how it was addressing the claims or provide any resolutions.

Comptroller's Office logoIn the comptroller’s analysis of a sample of the 6,713 fines imposed from 2012 to 2015, the audit detected that the directors of the Bayamón and Caguas regional offices did not examine eight of the filings, and DACO had not begun collection efforts in 54% of the cases.

The report also reveals noncompliance with regulations related to the collection, billing and proof for $485,005 worth of payments for the development of applications, which were not followed-through. These applications include the Business Intelligence Model, which stopped being used in January 2013; the IBM File.Net System, which stopped being used in December 2013; and the module for the System of Weights and Measures, which was in a trial phase until November 2012.

The report also reflects the accumulation of property in disuse, as well as unprotected computer equipment in DACO’s Humacao regional office.

The comptroller’s opinion is favorable, with exceptions, and covers from Jan. 1, 2012, to Dec. 31, 2015. The report is available at

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