Consumer advocacy

Consumer Advocacy handles complaints and questions from Oregon consumers who are experiencing difficulties with entities regulated by the division. Advocates use their extensive industry knowledge to analyze and resolve complex issues. Consumers sometimes bring issues that are outside of DFR regulation; Consumer Advocacy is often able to refer them to the appropriate regulator.

In 2023 the team handled 4,852 complaints, 16,333 phone calls and e-mails. $8,753,919 in benefits was recovered* for Oregon consumers.

Consumer Advocacy focuses on getting results for individual consumers but also serves as the front line for observing and documenting industry behavior. If the advocate determines there is a violation of the law or questionable business practice, the complaint file is referred to Market Regulation, Investigations, or Enforcement.

Phone:
888-877-4894 (toll-free)

Insurance email:
DFR.InsuranceHelp@dcbs.oregon.gov

Financial services email:
DFR.FinancialServicesHelp@dcbsoregon.gov

Hours of operation:
8 a.m. to 5 p.m.

Address:
350 Winter Street NE
P.O. Box 14480
Salem, OR 97309-0405