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 robocalls, slamming, truth-in-billing, telemarketing, and fax advertising; and monitoring informal inquiries and complaints to identify trends that affect consumers. The Division also oversees the Reassigned Numbers Database, and 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

Kristi Thornton, Acting Division Chief
Zac Champ, Acting Deputy Division Chief
Karen Schroeder, Associate Division Chief

Items of Interest

12/29/2021
CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU SUPPLEMENTS GUIDELINES FOR OPERATION OF THE REASSIGNED NUMBERS DATABASE. Consumer and Governmental Affairs Bureau supplements previous guidance on when the reassigned numbers database returns a “no” and “no data” response (CG Docket No. 17-59). Action by the Bureau. Adopted Dec. 29, 2021 by PUBLIC NOTICE (DA 21-1649).
Documents: Word | PDF

10/1/2021
FCC MOVES TO SHIELD 911 CALL CENTERS FROM ROBOCALLS. FCC Announces Further Notice of Proposed Rulemaking: Implementation of the Middle Class Tax Relief and Job Creation Act of 2012; Establishment of a Public Safety Answering Point Do-Not-Call Registry; Enhancing Security of Public Safety Answering Point Communications (CG Docket No. 12-129; PS Docket No. 21-343) ). Action by the Commission. Adopted FNPRM September 30, 2021 (FCC-21-108).
Documents: Word | PDF

10/1/2021
FCC PROPOSES RULES TO STOP ILLEGAL ROBOCALLS FROM ENTERING U.S. The Further Notice of Proposed Rulemaking proposes to impose obligations on gateway providers to help stop illegal robocalls originating abroad from reaching U.S. consumers and businesses. (CG Docket No. 17-59; WC Docket No. 17-97). Action by the Commission. Adopted FNPRM September 30, 2021 (FCC-21-105).
Documents: Word | PDF

10/1/2021
FCC ANNOUNCES INTERIM USAGE CHARGES FOR THE REASSIGNED NUMBERS DATABASE. With this Public Notice, the Consumer and Governmental Affairs Bureau announces the initial interim usage charges for subscriptions to the Reassigned Numbers Database (CG Docket No. 17-59). Action by the Bureau. Adopted October 1, 2021 by PUBLIC NOTICE (DA-21-1240).
Documents: Word | PDF

6/15/2021
ADVANCED METHODS TO TARGET AND ELIMINATE UNLAWFUL ROBOCALLS. FCC Announces Beta Test for Users of the Reassigned Numbers Database (CG Docket No. 17-59). Action by the Bureau. Adopted June 15, 2021 by Public Notice (DA 21-699).
Documents: Word | PDF

4/13/2021
CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU seeks input FOR second STAFF REPORT ON Call Blocking. The Consumer and Governmental Affairs Bureau solicits comments with updated information on call blocking from March 1, 2020 to the present for the Second Call Blocking Report. (CG Docket No. 17-59, WC Docket No. 17-97). Action by the Bureau. Adopted Apr. 13, 2021 by PUBLIC NOTICE (DA 21-420).
Documents: Word | PDF

2/8/21
CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU ANNOUNCES COMPLIANCE DATE FOR Remaining REASSIGNED NUMBERS DATABASE RULE regarding reporting of disconnect data. The Bureau announced that beginning April 15, 2021 and recurring on the 15^th day of each month thereafter, service providers must report permanent disconnections of their subscribers and the report must contain data for numbers permanently disconnected that were not submitted in the service provider's prior reports (CG Docket No. 17-59). Action by the Bureau. Adopted Feb. 8, 2021 by PUBLIC NOTICE (DA 21-134).
Documents: Word | PDF

1/15/21
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; ACURIAN, INC., PETITION FOR DECLARATORY RULING. Granted the Petition for Declaratory Ruling filed by Acurian, Inc. on February 5, 2014 (CG Docket No. 02-278). Action by the Bureau. Adopted Jan. 15, 2021 by DECLARATORY RULING (DA 21-69).
Documents: Word | PDF

12/30/20
ADVANCED METHODS TO TARGET AND ELIMINATE UNLAWFUL ROBOCALLS. The Commission requires voice service providers to meet certain affirmative obligations and to better police their networks against illegal calls; expands the existing call blocking safe harbor to cover network-based blocking of certain calls that are highly likely to be illegal; adopts rules to provide greater transparency and ensure that both callers and consumers can better identify blocked calls and ensure those that are wanted are un-blocked, consistent with section 10(b) of the TRACED Act; and broadens the point-of-contact requirement to cover caller ID authentication concerns under section 4(c)(1)(C) of the TRACED Act (CG Docket No. 17-59). Action by the Commission. Adopted Dec. 29, 2020 by FOURTH REPORT AND ORDER (FCC 20-187).
Documents: Word | PDF

12/30/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991. FCC Further Limits Robocalls Pursuant to Section 8 of the TRACED Act on Dec. 29, 2020 (CG Docket No. 02-278). Action by Commission. Adopted Dec. 29, 2020 by REPORT AND ORDER (FCC 20-186).
Documents: Word | PDF

12/18/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; NORTHSTAR ALARM SERVICES LLC'S PETITION FOR EXPEDITED DECLARATORY; YODEL TECHNOLOGIES LLC'S PETITION FOR EXPEDITED RULING OR IN THE ALTERNATIVE RETROACTIVE WAIVER. Consumer and Governmental Affairs Bureau Denies TCPA Petitions from NorthStar Alarm and Yodel Technologies (CG Docket No. 02-278). Action by the Bureau. Adopted Dec. 18, 2020 by DECLARATORY RULING AND ORDER (DA 20-1507).
Documents: Word | PDF

12/14/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; BROADNET TELESERVICES LLC PETITION FOR DECLARATORY RULING; NATIONAL CONSUMER LAW CENTER PETITION FOR RECONSIDERATION AND REQUEST FOR STAY PENDING RECONSIDERATION OF BROADNET TELESERVICES LLC PETITION FOR DECLARATORY RULING; PROFESSIONAL SERVICES COUNCIL PETITION FOR RECONSIDERATION OF BROADNET TELESERVICES LLC PETITION FOR DECLARATORY RULING. Modified a 2016 declaratory ruling on application of the TCPA's consent requirement to robocalling by government actors and contractors on Dec. 9, 2020 (CG Docket No. 02-278). Action by the Commission. Adopted Dec. 9, 2021 by ORDER ON RECONSIDERATION (FCC 20-182).
Documents: Word | PDF

11/30/20
PROTECTING CONSUMERS FROM ONE-RING SCAMS. The Commission implements section 12 of the TRACED Act by enabling voice service providers to block calls from numbers associated with a one-ring scam, on Nov. 30, 2020 (CG Docket No. 20-93). Action by the Commission. Adopted Nov. 24, 2020 by REPORT AND ORDER (FCC 20-171).
Documents: Word | PDF

7/28/20
CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU CLARIFICATION ON EMERGENCY COVID-19 RELATED CALLS. Consumer and Governmental Affairs Bureau clarifies that Emergency COVID-19 related calls regarding COVID-19 patients donating their plasma after recovering, fall within the “emergency purposes” exception to the Telephone Consumer Protection Act (TCPA) on July 28, 2020 (CG Docket No. 02-278). Action by the Bureau. Adopted July 28, 2020 by PUBLIC NOTICE (DA 20-793).
Documents: Word | PDF

7/17/20
ADVANCED METHODS TO TARGET AND ELIMIATE UNLAWFUL ROBOCALLS; ALARM INDUSTRY COMMUNICATIONS COMMITTEE PETITION FOR CLARIFICATION OR RECONSIDERATION; AMERICAN DENTAL ASSOCIATION PETITION FOR CLARIFICATION OR RECONSIDERATION. The Commission, on July 16, 2020, adopts a safe harbor from liability for the unintended or inadvertent blocking of wanted calls, so long as such action is based upon reasonable analytics indicating that such calls were unwanted and therefore should be blocked; enables voice service providers, under certain conditions, to stop upstream voice service providers that fail to take actions to mitigate illegal calls from using other voice service providers' networks to pass along bad traffic; and proposes additional steps to further protect consumers from robocalls and inform them about provider blocking efforts (CG Docket No. 17-59). Action by the Commission. Adopted July 16, 2020 by THIRD REPORT AND ORDER, ORDER ON RECONSIDERATION, AND FOURTH FURTHER NOTICE OF PROPOSED RULEMAKING (FCC 20-96).
Documents: Word | PDF

7/2/20
CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU AnnounceS Compliance Date FOR Reassigned Numbers Database Rules. The Bureau announced that beginning July 27, 2020, voice service providers must maintain records of the most recent date each number was permanently disconnected and must age telephone numbers for at least 45 days after disconnection and before reassignment and small business voice service providers have an additional six months, i.e., until January 27, 2021, to comply with the record maintenance rule (CG Docket No. 17-59). Action by the Bureau. Adopted July 2, 2020 by PUBLIC NOTICE (DA 20-706).
Documents: Word | PDF

6/25/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; ANTHEM, INC. PETITION FOR DECLARATORY RULING AND EXEMPTION. The Commission affirms that callers must get consumers' prior express consent before making autodialed calls or robocalls, and denies Anthem's requests on June 25, 2020 (CG Docket No. 02-278). Action by the Bureau. Adopted June 25, 2020 by Declaratory ruling and order (DA 20-669).
Documents: Word | PDF

6/25/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; P2P ALLIANCE PETITION FOR CLARIFICATION. The Commission clarifies, on June 25, 2020, that if a calling platform is not capable of originating a call or sending a text without a person actively and affirmatively manually dialing each call, that platform is not an autodialer and calls or texts made using it are not subject to the TCPA's restrictions on calls and texts to wireless phones (CG Docket No. 02-278). Action by the Bureau. Adopted June 25, 2020 by DECLARATORY RULING (DA 20-670).
Documents: Word | PDF

3/20/20
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991. Consumer and Governmental Affairs Bureau assures public health officials that pandemic-related emergency robocalls are lawful under the TCPA (CG Docket No. 02-278). Action by the Bureau. Adopted Mar. 20, 2020 by DECLARATORY RULING (DA 20-318).
Documents: Word | PDF

6/7/19
ADVANCED METHODS TO TARGET AND ELIMINATE UNLAWFUL ROBOCALLS; CALL AUTHENTICATION TRUST ANCHOR. The Commission clarifies that voice service providers may immediately start offering call-blocking services by default based on reasonable analytics, while giving consumers the choice to opt out and may block calls not on a consumer's contact list or “white list” if consumers opt in; proposes a safe harbor for call-blocking programs targeting unauthenticated calls; and proposes requiring voice service providers to implement the SHAKEN/STIR Caller ID Authentication framework, in the event major voice service providers have failed to do so by the end of this year (CG Docket No. 17-59, WC Docket No. 17-97). Action by the Commission. Adopted June 6, 2019 by DECLARATORY RULING AND THIRD FURTHER NOTICE OF PROPOSED RULEMAKING (FCC 19-51).
Documents: Word | PDF

12/13/18
ADVANCED METHODS TO TARGET AND ELIMINATE UNLAWFUL ROBOCALLS. The Commission establishes a single, comprehensive database that will contain reassigned number information from each provider that obtains North American Numbering Plan (NANP) U.S. geographic numbers, including toll free numbers, to enable any caller to verify whether a telephone number has been reassigned before calling that number (CG Docket No. 17-59). Action by the Commission. Adopted Dec. 12, 2018 by SECOND REPORT AND ORDER (FCC 18-177).
Documents: Word | PDF

6/8/18
PROTECTING CONSUMERS FROM UNAUTHORIZED CARRIER CHANGES AND RELATED UNAUTHORIZED CHARGES. The Commission takes action to protect consumers from slamming and cramming by codifying a ban on material misrepresentations on sales calls and unauthorized charges on telephone bills and improving the effectiveness of the third-party verification process (CG Docket No. 17-169). Action by the Commission. Adopted June 7, 2018 by REPORT AND ORDER (FCC 18-78).
Documents: Word | PDF

11/17/17
ADVANCED METHODS TO TARGET AND ELIMINATE UNLAWFUL ROBOCALLS. The Commission adopts rules allowing voice service providers to block certain calls that are highly likely to be illegal, without consumer consent—specifically calls from phone numbers on a Do-Not-Originate list and those that purport to be from invalid, unallocated, or unused numbers (CG Docket No. 17-59). Action by the Commission. Adopted Nov. 16, 2017 by REPORT AND ORDER AND FURTHER NOTICE OF PROPOSED RULEMAKING (FCC 17-151).
Documents: Word | PDF

3/2/17
SMALL BUSINESS EXEMPTION FROM OPEN INTERNET ENHANCED TRANSPARENCY REQUIREMENTS. The Commission granted a five-year waiver from the 2015 enhanced transparency reporting requirements for providers with 250,000 or fewer broadband connections (GN Docket No. 14-28). Action by the Commission. Adopted Feb. 23, 2017 by ORDER (FCC 17-17).
Documents: Word | PDF

8/4/16
RULES AND REGULATIONS IMPLEMENTING THE TELEPHONE CONSUMER PROTECTION ACT OF 1991; BLACKBOARD, INC. PETITION FOR EXPEDITED DECLARATORY RULING; EDISON ELECTRIC INSTITUTE AND AMERICAN GAS ASSOCIATION PETITION FOR EXPEDITED DECLARATORY RULING. The Commission confirmed that schools may lawfully make robocalls and send automated texts to student family wireless phones pursuant to an “emergency purpose” exception or with prior express consent, and utility companies may make robocalls and send automated texts to their customers concerning matters closely related to the utility service because their customers provided consent to receive these calls and texts (CG Docket No. 02-278). Action by the Commission. Adopted July 8, 2016 by DECLARATORY RULING (FCC 16-88).
Documents: Word | PDF

12/15/15
PROTECTING AND PROMOTING THE OPEN INTERNET. The Bureau extended the temporary exemption for smaller broadband providers from the enhanced transparency requirements until December 15, 2016 (GN Docket No. 14-28). Action by the Bureau. Adopted Dec. 15, 2015 by REPORT AND ORDER (DA 15-1425).
Documents: Word | PDF

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 | PDF

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 | PDF

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 | PDF
Pai Statement: Word | PDF

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

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 | PDF

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 | PDF

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

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 | PDF

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 | PDF

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

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 | PDF

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

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

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

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

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

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

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

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

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

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 | PDF

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

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

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 | PDF

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 | PDF

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

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

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

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 | PDF

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 | PDF
NPRM: Word | PDF

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 | PDF
News Release (3/10/05): Word | PDF
Abernathy Statement: Word | PDF
Copps Statement: Word | PDF
Adelstein Statement: Word | PDF

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

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

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 | PDF

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 | PDF

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 | PDF

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 | PDF

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

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 | PDF
Adelstein Statement: Word | PDF

Bureau/Office:

Consumer and Governmental Affairs

Updated:

Tuesday, April 12, 2022