*Pages 1--18 from Microsoft Word - 26053.doc* NEWS Federal Communications Commission 445 12 th Street, S. W. Washington, D. C. 20554 This is an unofficial announcement of Commission action. Release of the full text of a Commission order constitutes official action. See MCI v. FCC. 515 F 2d 385 (D. C. Circ 1974). News Media Information 202 / 418- 0500 Internet: http:// www. fcc. gov TTY: 1- 888- 835- 5322 For Immediate Release: News Media Contact: March 20, 2003 Rosemary Kimball at (202) 418- 0511 e- mail: rkimball@ fcc. gov QUARTERLY REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS RELEASED Washington, DC – The Commission has released the attached report on the inquiries and complaints received by the Consumer & Governmental Affairs Bureau (CGB) during the third quarter of calendar year 2002. The Commission receives many informal complaints that do not involve violations of the Communications Act, or a rule or order of the Commission. The existence of a complaint does not necessarily indicate wrongdoing by the company at issue. - FCC - CGB contact: Warren O’Hearn at (202) 418- 2230. 1 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 3rd Quarter Calendar Year 2002 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the third quarter of calendar year 2002. 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 a communication received at CGB’s consumer centers either via postal mail, fax, email or telephone from or on behalf of an individual that: (i) identifies a particular entity under the FCC’s jurisdiction; (ii) alleges harm or injury; and (iii) seeks relief. Complaint activity within the top categories as a group rose during the third quarter, spurred by sharp increases in Wireless and Wireline complaints. Wireless complaints increased by 52.5%, while Wireline complaints were 28.2% higher. It should be noted that increases in Billing and Rates complaints accounted for over half of the increases in the Wireless and Wireline categories, and that the subcategories tracked within Billing and Rates were expanded during the third quarter to enhance coverage of evolving trends. Increases in Contract – Early Termination and Service Quality complaints also contributed to the rise in Wireless complaints, while increases in Slamming and TCPA- related complaints also pushed Wireline complaints higher. Complaint activity within the Cable Services and Radio and Television Broadcasting categories remained relatively modest during the third quarter. Most noteworthy was a 20- fold increase in Radio and Broadcast Disability complaints, attributable to an organized campaign to protest an alleged lack of closed- captioning availability during a flooding emergency in San Antonio, Texas in late July 2002. This caused Radio and Broadcast complaints to more than double despite a decline in Indecency and Obscenity complaints. Cable Services complaints rose by 61%, but on very light volume. Composite inquiry activity was marginally higher during the quarter due largely to increases in Wireless and Radio and Broadcast inquiries, which increased by 301.8% and 9.7% respectively. Four new categories – Electrical Interference, Amateur License, Land Mobile License and General Mobile Radio Service License – made the top wireless categories for the first time and accounted for the huge increase in wireless inquiries. Increases in General Programming and Content (23.7%) and Madalyn M. O’Hair Broadcast Rumor (95.4%) inquiries led the overall increase in Radio and Broadcast inquiries. Cable Services inquiries were bumped higher by 2.3% due to a 22.0% rise in Service- Related Issues inquiries. Composite Wireline inquiries were virtually unchanged from last quarter despite a 15.7% decrease in inquiries relating to TCPA. The Commission receives many informal complaints that do not involve violations of the Communications Act, or a rule or order of the Commission. The existence of a complaint does not necessarily indicate wrongdoing by the company at issue. 2 Top Consumer Issues – Subject Category Reference Guide CABLE SERVICES Billing & Rates: Complaints/ inquiries concerning billing matters and the rates charged for cable programming service (or expanded basic) tier on a cable system Connections to Cable Systems: Complaints/ inquiries regarding availability or quality of connections to cable systems. Disability Issues: Complaints/ Inquiries regarding video description, closed captioning, and emergency access to video programming. 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 choice of channels or programs available to subscribers. Satellite Home Viewer Improvement Act (SHVIA) Issues: Complaints/ inquiries concerning satellite carriers’ provision of television broadcast (including distant or national) programming to subscribers. Service Related Issues: Complaints/ inquiries about the quality of service provided by cable operators. RADIO & TELEVISION BROADCASTING General Broadcast Information: Inquiries regarding general broadcast requirements, licenses, and community obligations. Disability Issues: Complaints/ Inquiries regarding video description, closed captioning, and emergency access to video programming. How to Start Broadcast Station: Inquiries regarding starting a broadcast station. Low Power Issues: Inquiries regarding low power TV and low power radio Madalyn M. O’Hair Religious Broadcast Rumor: Inquiries regarding a rumor that Madalyn Murray O'Hair, a widely known, self- proclaimed atheist, proposed that FCC consider limiting or banning religious programming 3 July August September Quarter Total 6 6 214 3 2 510 13 6 625 2 0 0 2 1 1 3 5 25 15 16 56 July August September Quarter Total 9 206 30 245 14 5 726 35 30 28 93 1 0 1 2 3 0 0 3 62 241 66 369 July August September Quarter Total 821 854 896 2,571 126 123 151 400 161 206 188 555 47 70 71 188 196 203 192 591 1, 351 1,456 1,498 4,305 July August September Quarter Total 1, 344 1,632 1,258 4,234 257 232 230 719 248 292 303 843 505 527 554 1,586 611 667 544 1,822 2, 965 3,350 2,889 9,204 NOTES: (1) See attachment for brief description of subject categories. not necessarily indicative of corresponding state or local trends. received this quarter. Connections to Cable TV System The Enforcement Bureau has treated these e- mails as one consolidated complaint which is included in the 73 complaints it Billing & Rates Carrier Marketing & Advertising as complaints received separately by EB. The Commission received thousands of e- mails regarding one specific program * A complaint is defined as a communication received at CGB's consumer centers either via letter, fax, email or telephone from or on behalf of an individual that: (i) identifies a particular entity under the FCC's jurisdiction; (ii) alleges harm or or injury; and (iii) seeks relief. 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. Bureau (EB) for appropriate handling. The numbers reported in this category include complaints forwarded to EB as well *** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement Totals Cramming Slamming Telephone Consumer Protection Act ** There was a 20- fold increase in this category, attributable to an organized campaign to protest an alleged lack of closed-captioning availability during a flooding emergency in San Antonio, Texas in July 2002. Wireless Telecommunications Satellite Home Viewer Improvement Act Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Equipment Contract - Early Termination Totals Cable Services Billing & Rates Disability Issues Other Programming Issues Programming - Religious Radio & Television Broadcasting The data within this report account for statistics at the national level as reported to the Commission, and therefore are Programming -Indecency/ Obscenity*** Programming - General Criticism Summary of Top Consumer Complaint* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Third Quarter - Calendar Year 2002 Service Related Issues Totals Disability Issues** Billing & Rates 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Third Quarter - Calendar Year 2002 0 2 4 6 8 10 12 14 N u m b e r o f C o m p l a i n t s Billing & Rates 6 62 Connections to Cable TV System 3 25 Disability Issues 13 6 6 Satellite Home Viewer Improvement Act 2 00 Service Related Issues 1 13 July August September 10 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Third Quarter - Calendar Year 2002 0 5 10 15 20 25 30 35 40 45 50 N u m b e r o f C o m p l a i n t s Disability Issues** 9 20630 Programming - General Criticism 14 5 7 Programming -Indecency/ Obscenity*** 35 30 28 Programming - Religious 1 01 Other Programming Issues 3 00 July August September 11 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Third Quarter - Calendar Year 2002 0 100 200 300 400 500 600 700 800 900 1000 N u m b e r o f C o m p l a i n t s Billing & Rates 821 854 896 Carrier Marketing & Advertising 126 123 151 Contract - Early Termination 161 206 188 Equipment 47 70 71 Service Quality 196 203 192 July August September 12 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Third Quarter - Calendar Year 2002 0 200 400 600 800 1,000 1,200 N u m b e r o f C o m p l a i n t s Billing & Rates 1,344 1, 632 1,258 Carrier Marketing & Advertising 257 232 230 Cramming 248 292 303 Slamming 505 527 554 Telephone Consumer Protection Act 611 667 544 July August September 13 July August September Quarter Total 394 386 428 1,208 146 166 155 467 126 160 162 448 247 274 229 750 Service- Related Issues 564 593 525 1, 682 1,477 1, 579 1, 499 4,555 July August September Quarter Total General Broadcast Information 273 282 265 820 How to Start Broadcast Station 225 226 202 653 Low Power Broadcast Information 243 247 216 706 Madalyn M. O'Hair Religious Broadcast Rumor 99 117 81 297 447 755 524 1,726 1,287 1, 627 1, 288 4,202 July August September Quarter Total 906 818 743 2,467 1,105 1, 114 1, 013 3,232 2,034 2, 078 2, 009 6,121 495 502 363 1,360 576 514 390 1,480 5, 116 5, 026 4,518 14, 660 July August September Quarter Total 3,187 3, 318 2, 414 8,919 154 139 128 421 5, 059 5, 101 4,942 15, 102 10, 826 10,691 10,630 32, 147 1,877 2, 127 1, 892 5,896 21, 103 21,376 20,006 62, 485 NOTES: * An inquiry is defined as a correspondence received at CGB's consumer centers either via letter, fax, email or telephone from individuals seeking information on matters under the FCC's jurisdiction. The data within this report account for statistics at the national level as reported to the Commission, and therefore are not necessarily indicative of corresponding state or local trends. Cable Services Totals Programming Issues Over the Air Reception Device Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Cramming Calling & Prepaid Calling Cards Billing & Rates Billing & Rates Electrical Interference General Mobile Radio Service License Land Mobile License Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Third Quarter - Calendar Year 2002 Amateur License Wireless Telecommunications Totals General Programming & Content Totals Satellite Home Viewer Improvement Act Rates 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Third Quarter - Calendar Year 2002 0 50 100 150 200 250 300 350 400 450 500 N u m b e r o f I n q u i r i e s Over the Air Reception Device Issues 394 386 428 Programming Issues 146 166 155 Rates 126 160 162 Satellite Home Viewer Improvement Act 247 274 229 Service- Related Issues 564 593 525 July August September 15 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Third Quarter - Calendar Year 2002 0 100 200 300 400 500 600 700 800 N u m b e r o f I n q u i r i e s General Broadcast Information 273 282 265 How to Start Broadcast Station 225 226 202 Low Power Broadcast Information 243 247 216 Madalyn M. O'Hair Religious Broadcast Rumor 99 117 81 General Programming & Content 447 755 524 July August September 16 Consumer & Governmental Affairs Bureau Top WirelineTelecommunications Consumer Inquiries Third Quarter - Calendar Year 2002 0 2,000 4,000 6,000 8,000 10,000 12,000 N u m b e r o f I n q u i r i e s Billing & Rates 3,187 3, 318 2,414 Calling & Prepaid Calling Cards 154 139 128 Cramming 5,059 5, 101 4,942 Slamming 10, 826 10, 691 10, 630 Telephone Consumer Protection Act 1,877 2, 127 1,892 July August September 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Third Quarter - Calendar Year 2002 0 150 300 450 600 750 900 1,050 1,200 1,350 1,500 1,650 1,800 1,950 2,100 2,250 N u m b e r o f I n q u i r i e s Amateur License 906 818 743 Billing & Rates 1, 105 1, 114 1,013 Electrical Interference 2, 034 2, 078 2,009 General Mobile Radio Service License 495 502 363 Land Mobile License 576 514 390 July August September 18