*Pages 1--19 from Microsoft Word - 28342.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: May 30, 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 report on the inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the first quarter of calendar year 2003. Complaint activity within the top categories increased across the board during the first quarter. Cable complaints nearly doubled on low volume, as Service- related complaints moved up from 59 last quarter to 147 this quarter and Cable Modem Service complaints rose from 15 to 32. Radio & Television Broadcasting complaints increased from 253 last quarter to 439 this quarter. The largest increases included Other Programming Issue complaints, which rose from 60 to 157, and Programming- General Criticism complaints, which were up from 57 to 111. Wireless complaints inched up from 4,058 to 4,119 overall. Carrier Marketing and Advertising complaints increased from 377 last quarter to 454 this quarter, the biggest increase in the Wireless category. Telephone Consumer Protection Act (TCPA) complaint activity (up from 3,009 to 4,119) accounted for most of the 1,877 complaint increase in the Wireline category during the quarter. Inquiry activity increased in all areas, consistent with complaint activity. Cable Service-related inquiries reversed last quarter’s decline as they rose from 1,409 to 1,998 and paced an overall increase in Cable inquiries from 4,354 last quarter to 5,190 this quarter. Radio & Television Broadcasting inquiries rose from 4,112 to 4,681, with increases in Low Power Broadcast Information and Programming and Content inquiries accounting for most of the gain. Wireless inquiries edged up from 15,223 last quarter to 15,539 this quarter absent any meaningful changes within subcategories. Wireline inquiries were up from 56,592 last quarter to 59,526 this quarter, with increases in TCPA and Slamming inquiries leading the way. 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: Thomas Wyatt at (202) 418- 1400. 1 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 1st Quarter Calendar Year 2003 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the first quarter of calendar year 2003. 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 increased across the board during the first quarter. Cable complaints nearly doubled on low volume, as Service- related complaints moved up from 59 last quarter to 147 this quarter and Cable Modem Service complaints rose from 15 to 32. Radio & Television Broadcasting complaints increased from 253 last quarter to 439 this quarter. The largest increases included Other Programming Issue complaints, which rose from 60 to 157, and Programming- General Criticism complaints, which were up from 57 to 111. Wireless complaints inched up from 4,058 to 4,119 overall. Carrier Marketing and Advertising complaints increased from 377 last quarter to 454 this quarter, the biggest increase in the Wireless category. Telephone Consumer Protection Act (TCPA) complaint activity (up from 3,009 to 4,119) accounted for most of the 1,877 complaint increase in the Wireline category during the quarter. Inquiry activity increased in all areas, consistent with complaint activity. Cable Service-related inquiries reversed last quarter’s decline as they rose from 1,409 to 1,998 and paced an overall increase in Cable inquiries from 4,354 last quarter to 5,190 this quarter. Radio & Television Broadcasting inquiries rose from 4,112 to 4,681, with increases in Low Power Broadcast Information and Programming and Content inquiries accounting for most of the gain. Wireless inquiries edged up from 15,223 last quarter to 15,539 this quarter absent any meaningful changes within subcategories. Wireline inquiries were up from 56,592 last quarter to 59,526 this quarter, with increases in TCPA and Slamming inquiries leading the way. 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 Cable Modem Service: Complaints/ inquiries regarding cable modem service 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 Issues: Complaints/ inquiries regarding satellite 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 rumor on limiting or banning religious programming 3 January* February March Quarter Total 30 18 18 66 10 16 6 32 9 6 9 24 21 7 11 39 78 24 45 147 148 71 89 308 January* February March Quarter Total 8 9 6 23 Programming - General Criticism 52 23 36 111 46 45 53 144 3 1 0 4 42 64 51 157 151 142 146 439 January* February March Quarter Total 1,173 670 705 2,548 185 141 128 454 207 137 137 481 86 42 58 186 215 135 100 450 1,866 1,125 1,128 4,119 January* February March Quarter Total 2,411 1,534 1,578 5,523 336 272 215 823 555 414 362 1,331 737 524 479 1,740 1,639 1,183 1,263 4,085 5,678 3,927 3,897 13,502 NOTES: (1) See attachment for brief description of subject categories. * Due to processing delays caused by adverse weather, 2, 858 top category complaints received in December 2002 were not recorded on OSCAR until January 2003. All of these complaints are accounted for in the statistics for January. not necessarily indicative of corresponding state or local trends. The data within this report account for statistics at the national level as reported to the Commission, and therefore are Programming - Indecency/ Obscenity*** Summary of Top Consumer Complaint* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2003 Service Related Issues Totals Disability Issues Billing & Rates Cable Services Billing & Rates Programming Issues Other Programming Issues Programming - Religious Radio & Television Broadcasting Cable Modem Service Totals Disability Issues Cramming Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Equipment Contract - Early Termination Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Carrier Marketing & Advertising Totals received separately by EB. ** 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 61 complaints forwarded to EB or *** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints First Quarter - Calendar Year 2003 0 10 20 30 40 50 60 70 80 90 N u m b e r o f C o m p l a i n t s Billing & Rates 30 18 18 Disability Issues 9 69 Programming Issues 21 7 11 Cable Modem Service 10 16 6 Service Related Issues 78 24 45 January* February March 10 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints First Quarter - Calendar Year 2003 0 5 10 15 20 25 30 35 40 45 50 N u m b er o f C o m p la in t s Disability Issues 8 96 Howard Stern Commentary Criticism 1 10 Programming - General Criticism 22 23 36 Programming - Indecency/ Obscenity** 24 46 54 Programming - Religious 1 10 January February March 11 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints First Quarter - Calendar Year 2003 0 200 400 600 800 1, 000 1, 200 1, 400 N u m b e r o f C o m p l a i n t s Billing & Rates 1,173 670 705 Carrier Marketing & Advertising 185 141 128 Contract - Early Termination 207 137 137 Equipment 86 42 58 Service Quality 215 135 100 January* February March 12 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints First Quarter - Calendar Year 2003 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 2,411 1, 534 1,578 Carrier Marketing & Advertising 336 272 215 Cramming 555 414 362 Slamming 737 524 479 Telephone Consumer Protection Act 1,639 1, 183 1,263 January* February March 13 January February March Quarter Total 213 165 209 587 423 364 388 1, 175 235 253 196 684 265 217 264 746 Service- Related Issues 719 568 711 1, 998 1,855 1, 567 1,768 5, 190 January February March Quarter Total General Broadcast Information 286 284 284 854 How to Start Broadcast Station 254 218 235 707 Low Power Broadcast Information 289 261 319 869 Political Programming 38 49 42 129 845 643 634 2, 122 1,712 1, 455 1,514 4, 681 January February March Quarter Total 922 751 805 2, 478 1,080 1, 138 1,409 3, 627 2,390 2, 117 2,138 6, 645 743 526 480 1, 749 370 330 340 1, 040 5,505 4, 862 5,172 15,539 January February March Quarter Total 2,451 2, 220 2,334 7, 005 4,792 4, 503 4,895 14,190 160 135 161 456 11, 088 8, 931 10, 857 30, 876 2,117 2, 293 2,589 6, 999 20, 608 18, 082 20, 836 59, 526 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. Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2003 Amateur License Wireless Telecommunications Totals Programming & Content Totals Satellite Issues Billing & Rates Cramming Billing & Rates Billing & Rates Electrical Interference General Mobile Radio Service License Land Mobile License Cable Services Totals Satellite Home Viewer Improvement Act Over the Air Reception Device Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Digital Subscriber Line Issues 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries First Quarter - Calendar Year 2003 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 423 364 388 Satellite Home Viewer Improvement Act 235 253 196 Billing & Rates 213 165 209 Satellite Issues 265 217 264 Service- Related Issues 719 568 711 January February March 15 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries First Quarter - Calendar Year 2003 0 100 200 300 400 500 600 700 800 900 N u m b e r o f I n q u i r i e s General Broadcast Information 286 284 284 How to Start Broadcast Station 254 218 235 Low Power Broadcast Information 289 261 319 Political Programming 38 49 42 Programming & Content 845 643 634 January February March 16 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries First Quarter - Calendar Year 2003 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 2,400 2,550 N u m b e r o f I n q u i r i e s Amateur License 922 751 805 Billing & Rates 1, 080 1, 138 1,409 Electrical Interference 2, 390 2, 117 2,138 General Mobile Radio Service License 743 526 480 Land Mobile License 370 330 340 January February March 17 Consumer & Governmental Affairs Bureau Top WirelineTelecommunications Consumer Inquiries First Quarter - Calendar Year 2003 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 2,451 2, 220 2,334 Cramming 4,792 4, 503 4,895 Digital Subscriber Line Issues 160 135 161 Slamming 11, 088 8,931 10,857 Telephone Consumer Protection Act 2,117 2, 293 2,589 January February March 18 19