Consumer Policy Issues

The Consumer Policy Division is responsible for the development of consumer policy concerning Commission-regulated entities—common carrier, broadcast, wireless, satellite and cable companies—as well as other entities subject to the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and other statutes for which the FCC has authority. Through rulemakings and orders, and by commenting on proceedings originated by other Bureaus and Offices, the Division ensures that consumer interests are considered in all Commission policy-making initiatives. The Division is specifically tasked with issuing orders to resolve complaints about unauthorized changes in telecommunications providers (slamming); conducting rulemakings on slamming, truth-in-billing, telemarketing, and fax advertising; and monitoring informal inquiries and complaints to identify trends that affect consumers. The Division also responds to requests filed under the Freedom of Information Act (FOIA) with the Commission at https://www.fcc.gov/foia and assigned by the Commission to the Consumer and Governmental Affairs Bureau.

Managers and Contacts

Kurt Schroeder, Division Chief
Kristi Thornton, Deputy Division Chief
David Sieradzki, Deputy Division Chief
Karen Schroeder, Associate Division Chief

Items of Interest

7/10/15
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991: AMERICAN ASSOCIATION OF HEALTHCARE ADMINISTRATIVE MANAGEMENT, PETITION FOR EXPEDITED DECLARATORY RULING AND EXEMPTION, ET. AL. Released Omnibus Declaratory Ruling and Order concerning several requests for clarification of the Commission’s TCPA rules (CG Dkt No. 02-278, WC Dkt 07-135). Action by the Commission. Adopted June 18, 2015 by DECLARATORY RULING AND ORDER (FCC 15-72).
Declaratory Ruling and Order: Word | Acrobat

2/21/13
RULES AND POLICIES REGARDING CALLING NUMBER IDENTIFICATION SERVICE--CALLER ID. Granted a petition filed by the Chevrah Hatzalah Volunteer Ambulance Corps Inc. requesting a limited waiver of section 64.1601(b) of the Commission's rules. (Dkt No. 91-281 ). Action by: Acting Chief, Consumer and Governmental Affairs Bureau. Adopted: 02/20/2013 by ORDER. (DA No. 13-227). CGB
Order: Word | Acrobat

11/29/12
Rules and Regulations Implementing the Telephone Consumer Protection Act of 1991 ET AL. Granted the Petition for Declaratory Ruling filed by SoundBite Communications, Inc. (Dkt No. 02-278 ). Action by: the Commission. Adopted: 11/26/2012 by Declaratory Ruling. (FCC No. 12-143). CGB
Declaratory Ruling: Word | Acrobat
Pai Statement: Word | Acrobat

10/17/12
FCC Adopts Rules to Protect Emergency Service Providers from Unwanted Robocalls.
News Release: Word | Acrobat
R&O: Word | Acrobat

02/14/12
Consumer and Governmental Affairs Bureau Seeks Comment on Petition for Waiver of Chevrah Hatzalah Volunteer Ambulance Corps, Inc. Regarding the Transmission of Calling Party Numbers. (DA No. 12-210). Comments Due: 03/15/2012. Reply Comments Due: 03/30/2012. CGB Contact: Richard D. Smith at (717) 338-2797.
Public Notice: Word | Acrobat

12/17/10
Empowering Consumers to Avoid Bill Shock. Revised Comment Date: January 10, 2011. Revised Reply Comment Date: February 8, 2011. (Dkt No. 09-158 10-207).
Order: Word | Acrobat

10/13/10
FCC Paper Finds Ongoing Consumer Frustration With "Bill Shock".
News Release: Word | Acrobat
White Paper: Word | Acrobat

06/23/10
Consumer & Government Affairs Bureau Comment Deadline for Public Notice on Measurement of Mobile Broadband Network Coverage and Performance (DA 10-998). (DA No. 10-1127). Comments Due: 07/08/2010. CGB Contact: Jordan Usdan at (202) 418-2035
Public Notice: Word | Acrobat

06/15/10
Consumer and Governmental Affairs Bureau Seeks Comment on Global Tel*Link Corporation's Petition for an Expedited Clarification and Declaratory Ruling Concerning the Telephone Consumer Protection Act (TCPA) Rules.
Public Notice: Word | Acrobat

5/26/10
FCC Survey Confirms Consumers Experience Mobile Bill Shock and Confusion About Early Termination Fees.
News Release: Word | Acrobat
Survey: Word | Acrobat
Tips: Word | Acrobat

5/25/10
Consumer & Governmental Affairs Bureau Announces the Dates for Filing Comments and Reply Comments on its Public Notice Regarding "Bill Shock"
Public Notice: Word

5/11/10
Comment Sought on Measures Designed to Assist U.S. Wireless Consumers to Avoid "Bill Shock".
Public Notice: Word | Acrobat

12/04/09
Verizon Wireless's Early Termination Fee for Advanced Devices and Access to Verizon Mobile Web.
Word | Acrobat

9/17/09
No Truth to Rumor that Cell Phone Numbers Will be Made Available to Telemarketers.
News Release: Word | Acrobat

8/27/09
FCC Seeks Comment on Additional Opportunities to Protect and Empower Consumers in Communications Marketplace.
News Release: Word | Acrobat
NOI: Word | Acrobat
Presentation: Acrobat
Genachowski Statement: Word | Acrobat
Copps Statement: Word | Acrobat
McDowell Statement: Word | Acrobat
Clyburn Statement: Word | Acrobat
Baker Statement: Word | Acrobat

10/14/2008
Addressed petitions for reconsideration and/or clarification of the Report and Order implementing the Junk Fax Prevention Act of 2005.
Word | Acrobat

07/11/2008
Annual Report on the National Do-Not-Call Registry (Fiscal Years 2006 and 2007).
Word | Acrobat

01/09/08
Policies and Rules Concerning Unauthorized Changes of Consumers' Long Distance Carriers.
Fourth Report and Order: Word | Acrobat

01/04/08
Policies and Rules Concerning Unauthorized Changes of Consumers' Long Distance Carriers.
Order: Word | Acrobat

01/04/08
Request of ACA International for Clarification and Declaratory Ruling.
Declaratory Ruling: Word | Acrobat

12/21/07
Rules And Regulations Implementing Minimum Customer Account Record Exchange Obligations On All Local And Interexchange Carriers.
Report and Order: Word | Acrobat

06/22/07
Verizon California, Inc. Petition for Waiver.
Order: Word | Acrobat

04/19/07
The Consumer & Governmental Affairs Bureau Reminds Commercial Mobile Radio Service Providers of Their Obligation to Register and Update Domain Names Used to Transmit Electronic Messages to Wireless Devices.
Public Notice: Word | Acrobat

03/22/07
Petition for Reconsideration filed by Cingular Wireless, LLC of the Commission's CAN-SPAM Order Denied.
Order: Word | Acrobat

01/26/07
Annual Report on the National Do-Not-Call Registry
Report: Word | Acrobat

11/07/06
Consumer & Governmental Affairs Bureau Seeks Comment on National Aeronautics and Space Administration, John F. Kennedy Space Center Petition for Waiver of 47 C.F.R. Section 64.1601(B) Regarding the Transmission of Calling Party Number.
Public Notice: Word | Acrobat

09/13/06
The Commission adopts minor modifications to section 64.4002 of the its customer account record exchange (CARE) rules.
Order on Reconsideration: Word | Acrobat

07/27/06
Consumer & Governmental Affairs Bureau Announces August 1st Effective Date of Amended Facsimile Advertising Rules.
Public Notice: Word | Acrobat

07/21/06
FCC Announces OMB Approval of Revised Information Collections(s) Concerning its Facsimile Advertising Rules.
Public Notice: Word | Acrobat

04/05/06
FCC Amends Rules to Implement Junk Fax Prevention Act of 2005.
Order: Word | Acrobat
News Release (4/5/06): Word | Acrobat

04/05/06
Consumer & Governmental Affairs Bureau Seeks Comment on ACA International's Petition for an Expedited Clarification and Declaratory Ruling Concerning the Telephone Consumer Protections Act (TCPA) Rules.
Public Notice: Word | Acrobat

12/09/2005
Commission Initiates Proceeding to Implement The Junk Fax Prevention Act; Delays January 9 Effective Date of Prior Written Permission Requirement.
News Release: Word | Acrobat
NPRM: Word | Acrobat

03/18/05
FCC Extends Truth-in-Billing Rules to Wireless Phones; Seeks Comment on Additional Measures to Increase Ability of Consumers to Make Informed Choices.
Order: Word | Acrobat
News Release (3/10/05): Word | Acrobat
Abernathy Statement: Word | Acrobat
Copps Statement: Word | Acrobat
Adelstein Statement: Word | Acrobat

02/25/2005
Rules and Regulations Implementing Minimum Customer Account Record Exchange Obligations on All Local and Interexchange Carriers
Report and Order: Word | Acrobat
Powell Statement: Word | Acrobat

02/18/2005
Rules and Regulations Implementing the Telephone Consumer Protection Act of 1991
2nd Order on Reconsideration: Word | Acrobat
Powell Statement: Word | Acrobat

12/07/2004
Consumer & Governmental Affairs Bureau Seeks Comment on Consumer Bankers Association Petition for Declaratory Ruling on Preemption of Indiana Telemarketing Rules
Public Notice: Word | Acrobat

12/07/2004
Consumer & Governmental Affairs Bureau Seeks Comment on Consumer Bankers Association Petition for Declaratory Ruling on Preemption of Wisconsin Telemarketing Rules
Public Notice: Word | Acrobat

12/07/2004
Consumer & Governmental Affairs Bureau Seeks Comment on National City Mortgage Co. Petition for Expedited Declaratory Ruling on Preemption Of Florida Telemarketing Rules
Public Notice: Word | Acrobat

09/21/2004
The Commission establishes a limited safe harbor period for autodialed or prerecorded message calls to recently ported wireless numbers and amends the National Do-not-call registry safe harbor rules
Order: Word | Acrobat

08/12/2004
The Commission adopts rules to implement the Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003
Order: Word | Acrobat

7/16/2004
2000 Biennial Review - Review of Policies and Rules Concerning Unauthorized Changes of Consumers' Long Distance Carriers, Implementation of the Subscriber Carrier Selection Changes Provisions of The Telecommunications Act of 1996. (Dkt No. 94-129, 00-257).
Order: Word | Acrobat
Adelstein Statement: Word | Acrobat

Bureau/Office:

Consumer and Governmental Affairs

Updated:

Thursday, January 14, 2021