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FCC CONSUMER INFORMATION BUREAU RELEASES QUARTERLY REPORT ON
COMPLAINTS AND INQUIRIES PROCESSED
Data Helps Commission, Companies and the Public Track Trends

Washington, DC – The FCC’s Consumer Information Bureau (CIB) has released the latest quarterly report on the types of inquiries and complaints the Commission has received from the public. The attached report is a tabulation of the most common inquiries and informal consumer complaints received during the 4th quarter of 2001 on broadcast, cable, wireless and wireline telecommunications issues.

Inquiries are defined as correspondence or communications received at the Commission from individuals seeking information on matters under the FCC’s jurisdiction. Informal consumer complaints are defined as correspondence or communications received at the FCC from individuals who complain about alleged violations of the Communications Act or FCC rules or orders by entities regulated by the FCC.

The statistics show that billing and rates complaints continue to be the largest category of consumer complaints for both wireless and wireline carriers, with correspondingly high numbers of consumer inquiries regarding these subjects.

Complaints about allegedly indecent radio or television broadcasts are the most common broadcast-related complaints. Complaints containing sufficient detail about an allegedly indecent or obscene broadcast (i.e., the call sign of the broadcast station, date and time of day of the broadcast, and a description of the material believed to be indecent or obscene) are forwarded to the FCC’s Enforcement Bureau for appropriate handling.

The report shows that relatively few cable-related complaints are filed with the FCC. However, a much larger number of cable-related inquiries are made to the FCC, particularly with regard to service-related issues. Because the FCC generally has limited authority over cable service matters, consumers typically direct their complaints to the cable companies or the local franchising authorities.

Overall, there was a 38 percent decline in the total number of consumer complaints reported for the 4th quarter (9729) compared to those reported for the 3rd quarter (15599). This decline may be largely explained by the disruption of postal mail following the October anthrax incidents which disrupted mail delivery to federal agencies.

With respect to each of the subject areas, these data indicate the volume of inquiries and complaints received at the FCC. They do not include inquiries and complaints made to local and state agencies and the companies themselves. The FCC’s policy is to encourage consumers to take their complaints directly to the companies involved before filing a complaint with the FCC.

Consumers often submit complaints about matters that are outside the FCC’s jurisdiction and which are more appropriately filed with local or state agencies. In addition, the FCC receives many complaints that do not involve violations of the Communications Act or a FCC rule or order. Therefore, the existence of a complaint does not necessarily indicate wrongdoing by the company involved.

The FCC’s rules are designed to make it easy for consumers to file complaints and for the companies to move expeditiously to satisfy or answer complaints. For example, the rules governing accessibility to telecommunications services and equipment by individuals with disabilities permit the filing of informal complaints about accessibility problems or concerns by any reasonable means, including postal mail, the telephone, the Internet, fax transmission and audio or video cassette recording. Consumers without disabilities similarly have the option of using regular mail, the telephone, or the Internet to lodge inquiries or complaints. Inquiries and complaints are accorded the same treatment irrespective of the method used by consumers to file them with the FCC. In some instances, the staff may request additional information or documentation that may be needed to effectively process an inquiry or complaint. Information about the Commission’s complaint processes can be obtained by calling CIB’s Consumer Center toll-free at 1-888-CALL-FCC (TTY users may call 1-888-TELL-FCC) or by visiting the Bureau’s website at www.fcc.gov/cgb.

Attached to the report is a subject reference guide that defines each complaint category.

- FCC –

Consumer Information Bureau contact: Thomas Wyatt at (202) 418-1400.

For more information about this or any other FCC matter contact the FCC’s Consumer Center at 1-888-CALL-FCC (1-888-225-5322), voice; or 1-888-TELL-FCC (1-888-835-5322), TTY; email us at fccinfo@fcc.gov or visit our Web site at www.fcc.gov/cgb.

 

Summary of Top Consumer Complaint* Subjects
Processed by the FCC's Consumer Information Bureau (CIB)
Fourth Quarter - Calendar Year 2001

	October	November	December	Quarter Total
Cable Services
Connections to Cable TV System	1	1	2	4
Over the Air Reception Device Issues	1	0	0	1
Programming Issues	3	0	0	3
Rates	3	2	0	5
Satellite Home Viewer Improvement Act	1	0	2	3
Totals	9	3	4	16

 

	October	November	December	Quarter Total
Radio & Television Broadcasting
Programming - General Criticism	12	8	17	37
Programming -Indecency/Obscenity**	36	24	11	71
Programming - Religious	4	0	0	4
Other Programming Issues	16	0	0	16
Totals	68	32	28	128

 

	October	November	December	Quarter Total
Wireless Telecommunications
Billing & Rates	569	399	355	1323
Carrier Marketing & Advertising	130	95	121	346
Contract - Early Termination	90	81	80	251
Cramming	16	15	6	37
Equipment	58	33	37	128
Service Quality	142	89	107	338
Totals	1005	712	706	2423

 

	October	November	December	Quarter Total
Wireline Telecommunications
Billing & Rates	1954	759	875	3588
Carrier Marketing & Advertising	351	272	239	862
Cramming	331	112	151	594
Service Quality	140	121	129	390
Slamming	513	187	123	823
Telephone Consumer Protection Act	308	328	293	929
Totals	3597	1779	1810	7186

NOTES: (1) see attachment for brief description of subject categories.

* A complaint is defined as a communication received at CIB’s consumer centers either via letter, fax, e-mail or telephone from individuals who complain about the alleged unlawful actions or omissions of an entity regulated by the FCC. The FCC receives many complaints that do not involve violations of the Communications Act or a FCC rule or order. The existence of a complaint does not necessarily indicate wrongdoing by the company involved.

** Complaints regarding alleged indecency/obscenity during specific broadcasts are forwarded to the Enforcement Bureau for appropriate handling. The numbers reported in this category include complaints forwarded tot he Enforcement Bureau as well as complaints received separately by the Enforcement Bureau. Of the 71 complaints, 49 were referred to or received by the Enforcement Bureau.

Edited: February 4, 2002

Top Consumer Issues – Subject Category Reference Guide

CABLE SERVICES

Connections to Cable Systems: Complaints/inquiries regarding availability or quality of connections to cable systems.

Over-The-Air-Reception-Devices (OTARD) Issues: Complaints/inquiries regarding the installation, maintenance or use of antennas -- including direct-to-home satellite dishes that are less than one meter (39.37") in diameter (or of any size in Alaska), TV antennas, and wireless cable antennas -- to receive video programming

Programming Issues: Complaints/inquiries regarding program content or the selection of channels or programs to be distributed to subscribers.

RATES: Complaints/inquiries concerning the rates charged for cable programming service (or expanded basic) tier on a cable system

Satellite Home Viewer Improvement Act (SHVIA) Issues: Complaints/inquiries concerning satellite carrier provision of television broadcast (including distant or national) programming to subscribers

RADIO & TELEVISION BROADCASTING

Programming Issues

• Indecency/Obscenity: Complaints/inquiries regarding broadcast programs that allegedly contain indecent or obscene material

• Loud Commercials: Complaints/inquiries regarding abrupt changes in volume during transition from regular programming to commercials

• Religious: Complaints/inquiries regarding religious programs

• Violence: Complaints/inquiries regarding violence in programs

• General Content Criticism: generalized concerns regarding the content of broadcast programs

WIRELESS TELECOMMUNICATIONS

Billing and Rates-Related – Includes the Following Subcategories:

Billing/Rates - Airtime Charges: Disputes regarding charges to subscriber for actual time spent talking on a wireless phone

Billing/Rates-Credit/Refunds/Adjustments: Disputes regarding credits, refunds, or bill adjustments

Billing/Rates - Line Items: complaints/inquiries regarding surcharges and taxes appearing on a phone bill

• Access Charge: Complaints/inquiries regarding miscellaneous line items charges

• E-911: Complaints/inquiries regarding provision of automatic location information and automatic number identification via a wireless phone used to contact a 911 call center.

• Taxes: Complaints/inquiries regarding taxes appearing on cellular bill

• Universal Service: Complaints/inquiries about the availability and affordability of phone service for low income consumers in geographic areas where the costs of providing telephone service is high

Billing/Rates – Recurring Charges: Disputes over recurring monthly charges that appear on a customer’s bill

Billing/Rates – Roaming Rates: Disputes about charges assessed to the subscriber for wireless calls made while roaming in another carrier’s territory

Billing/Rates – Rounding: Disputes/inquiries about the practice of rounding calls to a full minute

Billing/Rates – Service Plan Rate: Disputes/inquiries about the terms and conditions of service:

• Activation Fee: usually one time charge to initiate service

• Off-Peak: specified time where per-minute rate is lower

• Optional Services: including caller-id, voice mail, road-rescue, etc.

• Peak: specified time where per-minute rate is higher

• Prepaid Service: subscriber pays for service in advance

• Promo Plan: including minute allowances

• Security Deposit: usually one time charge that is held by the carrier for a specified timeframe in order for subscriber to acquire service

Carrier Marketing & Advertising: Disputes/inquiries regarding advertising and marketing practices of carriers including alleged misrepresentations

Contract – Early Termination: Disputes/inquiries regarding termination of a subscriber’s service prior to end of specified contract term

• Termination of Service by subscriber: subscriber’s liability for terminating service prior to specified contract term

• Termination of Service by carrier: carrier’s right to disconnect a subscriber’s service prior to end of a specified contract term

Cramming: Consumer complaints/inquiries about allegedly unauthorized, misleading, or deceptive charges appearing on a telephone bill

Equipment: Complaints/inquiries about telecommunications equipment used or purchased by a subscriber.

• Faulty Equipment: involves technical problems or malfunctioning equipment

• Stolen Equipment: involves the purported misuse of or other problems associated with stolen equipment

Service – Quality/Coverage: Disputes/inquiries regarding quality of service or the lack of coverage within a geographic area served by a wireless provider:

• Dead Spots: inability to receive service within certain areas

• Dropped Calls: premature termination of calls

• Home Area Service: overall quality of service within the subscriber’s local calling area

• Network Busy Signal: involving calls that do not go through because of overcrowding of the service frequencies

• Roaming Availability: availability of service outside the subscriber’s local calling area

• Roaming Service: overall quality of service while roaming

• Service Interruption: inability to use cellular phone because service was interrupted by service provider

WIRELINE TELECOMMUNICATIONS

Billing and Rates-Related – Includes the Following Subcategories:

Billing/Rates Credit/Refunds/Adjustments: Disputes/inquiries about credits, refunds, or adjustments allegedly owed to the subscriber

Billing/Rates – Line Item: Complaints/inquiries about the line items appearing on telephone bills:

• Access – Subscriber Line Charge: questions regarding subscriber local-loop line charges for maintaining residential and business and telephone access to the network

• Access – Universal Service: questions regarding the FCC’s universal service fund-affordable access to basic telephone service for low income consumers, consumers in high-cost areas, schools, libraries, and rural health care facilities.

• Interstate Directory Assistance: questions about charges assessed for access to directory assistance information

• Taxes on Telephone Bill: questions about local, state, or federal taxes appearing on a telephone bill

• Truth in Billing – No Service Provider ID: Disputes/inquiries about whether the name of the service provider and/or contact information for the service provider is easily identifiable on the bill

• Truth in Billing – Bundled Charges: Disputes/inquiries about whether bills contain plain language description and breakdown of charges for each carrier when multiple carriers appear on the bill

• Truth in Billing – No Payment Solution: Disputes/inquiries about whether a bill clearly distinguishes charges for which nonpayment will result in disconnection from those that will not result in disconnection

Billing/Rates – Rates: Miscellaneous disputes/inquiries about the rates and charges billed by telephone companies:

• Casual Call Billing: rates billed for calls placed from non-public phones through a carrier who is not the presubscribed carrier for the telephone (or which does not recognize a telephone number as that of a subscriber)

• Double Billing: dispute involving alleged double billing for calls or services

• DSL Rate Problem: DSL promotion plan rates allegedly altered or unspecified to consumer

• International Internet Dial-up: international calls (routed to places like Chad, Madagascar or other countries) that were billed to consumers as a result of using local (domestic) Internet service providers to access websites

• International Calls – Rates: international calls, rates and/or service that either originate or terminate in the U.S.

• International 809# Billing: 809 area code collect call and consumer dialing scam

• 900 Pay-Per-Call Billing: commercially provided interstate 900 number information or entertainment services

• OSP Rates: rates charged for interstate calls placed from public phones

• Rates for Interstate Telecommunications Services – Billing: disputes about interstate rates and charges

Billing/Rates – Recurring Charges: Disputed/inquiries about recurring charges that appear on a customer’s bill

Carrier Marketing & Advertising: Disputes/inquiries regarding the marketing and advertising practices of interexchange carriers

Service Quality: Complaints/inquiries regarding the quality of service provided by telephone companies:

• DSL Service Inadequate: poor quality of service or service outage

• Interstate Telecommunications: poor call reception, service outage, service disconnects, or carrier’s failure to release telephone line (and no charges are associated)

• Long Distance Service Treatment: inadequate customer service treatment by long distance carrier including, but not limited to, additional services being added without the consumer’s knowledge or approval, etc.

Slamming – Complaints/inquiries regarding the practice of changing a subscriber’s telecommunications service provider (or a calling plan) without the subscriber’s permission

• International slam: changing a subscriber’s international long distance service without permission

• Local Service slammed: changing a subscriber’s local or regional intrastate long distance service without permission

• Local and Long Distance slammed: changing a subscriber’s local and long distance service without permission

• Long Distance slammed: changing a subscriber’s interstate telephone company service without permission

• Slamming w/Problem LOA: changing a subscriber’s interstate telephone company based on fraudulent signed documents or illegal format, such as sweepstake.

Telephone Consumer Protection Act (TCPA): Complaints/inquiries regarding compliance with the TCPA:

• Artificial or Prerecorded Message and/or ATDS: calls to a residence using an artificial or prerecorded voice to deliver a message without prior consent of the called party prohibited unless an emergency exists

• Do Not Call List Request Not Honored: no person or entity may initiate any telephone solicitation to a residential telephone subscriber-- unless such person or entity has instituted procedures for maintaining a list of persons who have requested not to receive telephone solicitations

• Fax Complaint: unsolicited ("junk") faxes or the use of a computer or other device to send any messages via a telephone facsimile prohibited unless such message clearly contains the date and time it is sent and an identification of the business, other entity or individual sending the message

• TCPA General Solicitations: Disputes/inquiries about the initiation of a call or message for the purpose of encouraging the purchase or rental of, or investment in property, goods, or services

• Time of Day violation: no person or entity may initiate any telephone solicitation to a residential telephone subscriber before 8 a.m. after 9 p.m. (local time based on the called party’s location)

Summary of Top Consumer Inquiry* Subjects
Processed by the FCC's Consumer Information Bureau (CIB)
Fourth Quarter - Calendar Year 2001

	October	November	December	Quarter Total
Cable Services
Over the Air Reception Device Issues	465	343	321	1129
Programming Issues	171	182	155	508
Rates	161	129	212	502
Satellite Home Viewer Improvement Act	249	225	16	490
Service-Related Issues	516	457	528	1501
Totals	1562	1336	1232	4130

 

	October	November	December	Quarter Total
Radio & Television Broadcasting
General Broadcast Information	324	296	211	831
How to Start Broadcast Station	210	159	164	533
Low Power Broadcast Information	265	236	193	694
Madalyn M. O'Hair Religious Broadcast Rumor	249	108	45	402
General Programming & Content	525	1052	463	2040
Totals	1573	1851	1076	4500

 

	October	November	December	Quarter Total
Wireless Telecommunications
Billing & Rates	916	912	890	2718
Carrier Marketing	60	87	86	233
Contract - Early Termination	117	162	140	419
Cramming	12	21	16	49
Equipment	47	53	44	144
Service Quality	122	124	14	260
Totals	1274	1359	1190	3823

 

	October	November	December	Quarter Total
Wireline Telecommunications
Billing & Rates	4781	3622	3972	12375
Carrier Marketing & Advertising	171	211	143	525
Cramming	1932	1257	1396	4585
Service Quality	112	71	117	300
Slamming	6074	4588	4820	15482
Telephone Consumer Protection Act	2045	1542	1369	4956
Totals	15115	11291	11817	38223

NOTES:

* An inquiry is defined as a correspondence received at CIB's consumer centers either via letter, fax, email or telephone from

individuals seeking information on matters under the FCC's jurisdiction.

Edited: February 4, 2002

 

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