Division of Professional Licensure

This is a state performance audit of the Massachusetts Division of Professional Licensure, covering July 1, 2015 through June 30, 2016.

“This report details the audit objectives, scope, methodology, finding, and recommendation for the audit period, July 1, 2015 through June 30, 2016.”

If complaint investigations drag on, unsafe or unlicensed professionals may keep serving the public before the state takes action.

“Investigative delays could also lead to a health and safety risk to the members of the public, who may be obtaining services from unlicensed professionals.”

This matters to ordinary consumers because DPL oversees many professions people hire or rely on, and its job includes protecting public health and safety.

“DPL oversees 28 boards of registration, which license and regulate more than 387,000 individuals and businesses to practice some 50 trades and professions in Massachusetts.”

The main problem was delay: in the auditors' sample, one quarter of complaint investigations were late, averaging 38 extra days beyond DPL's own guidelines.

“Within our sample of 63 complaints, 16 (25%) were delinquent, and on average, DPL took an additional 38 days beyond its guidelines to complete those investigations.”

The auditor recommended that DPL track complaints more closely, and DPL said it had started building monthly reports to monitor complaint status.

“DPL has begun developing monthly reports that can show the status of a complaint at various stages of an investigation, which should help it address complaints more promptly.”

The audit found DPL met the rules for receiving, documenting, and processing complaints, but did not meet its own timeliness expectations for investigations.

“Does DPL complete its investigation of complaints in a timely manner, in accordance with its policies and procedures?”

A complaint means a formal accusation that a licensed person or business broke rules, laws, regulations, or professional standards.

“Complaints are formal allegations levied against licensees that have been accused of noncompliance with applicable state laws, rules, regulations, or professional standards.”