*Pages 1--18 from Microsoft Word - 31342* 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: September 12, 2003 Rosemary Kimball at (202) 418- 0511 e- mail: rosemary. kimball@ 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 second quarter of calendar year 2003. Complaint activity within the top categories was generally lower during the second quarter. Radio & Broadcasting complaints were an exception: they increased from 439 in the first quarter to 724 during the second quarter. The increase was spurred by increases in indecency complaints, and disability- related complaints received in connection with a write- in campaign that urged television stations in Richmond, Virginia, to provide real- time closed captioning of live news broadcasts. Cable complaints fell from 308 during the first quarter to 273 in the second quarter, with most Cable categories experiencing modest declines. Wireless complaints decreased from 4,119 to 3,901 due to modest declines in four of the top five Wireless categories. Contract- Early Termination complaints ran counter to the downward trend, rising from 481 to 504. Meanwhile, Wireline complaints dropped from 13,502 to 10,418. Complaint counts in all five top Wireline categories fell sharply. Inquiry activity mirrored the complaint activity trends in all major areas. Radio & Television Broadcasting inquiries rose from 4,681 to 6,014, due largely to a surge in Media Ownership Policy inquiries. Cable inquiries dipped from 5,190 to 4,818. Inquiry counts in all five top Cable categories were modestly lower. Wireless inquiries fell from 15,539 to 13,983 due largely to declines in Amateur License & Electrical Interference inquiry activity. Wireline inquiries dropped from 59,526 to 50,249. Sharp declines in Slamming and Billing & Rates inquiries accounted for most of the Wireline decline. 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 2nd Quarter Calendar Year 2003 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the 2 nd quarter of calendar year 2003. 1 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 was generally lower during the second quarter. Radio & Broadcasting complaints were an exception: they increased from 439 in the first quarter to 724 during the second quarter. The increase was spurred by increases in indecency complaints, and disability complaints received in connection with a write- in campaign that urged television stations in Richmond, Virginia, to provide real- time closed captioning of live news broadcasts. Cable complaints fell from 308 during the first quarter to 273 in the second quarter, with most Cable categories experiencing modest declines. Wireless complaints dropped from 4,119 to 3,901 due to modest declines in four of the top five Wireless categories. Contract- Early Termination complaints ran counter to the downward trend, rising from 481 to 504. Meanwhile, Wireline complaints dropped from 13,502 to 10,418. Complaint counts in all five top Wireline categories fell sharply. Inquiry activity mirrored the complaint activity trends in all major areas. Radio & Television Broadcasting inquiries rose from 4,681 to 6,014, due largely to a surge in Media Ownership Policy inquiries. Cable inquiries dipped from 5,190 to 4,818. Inquiry counts in all five top Cable categories were modestly lower. Wireless inquiries fell from 15,539 to 13,983 due largely to declines in Amateur License & Electrical Interference inquiry activity. Wireline inquiries dropped from 59,526 to 50,249. Sharp declines in Slamming and Billing & Rates inquiries accounted for most of the Wireline decline. 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. 1 The data reported reflect the complaints and inquiries recorded in CGB’s automated tracking systems for the period April 1, 2003 to June 30, 2003. The information generated for this specific report is information entered into the tracking systems on or before a specific date. In addition, 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. 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 about the availability or quality of 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 issues. 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 Disability Issues: Complaints/ inquiries regarding video description, closed captioning, and emergency access to video programming. General Broadcast Information: Inquiries regarding general broadcast requirements, licenses, and community obligations. How to Start Broadcast Station: Inquiries regarding starting a broadcast station. Low Power Broadcast Information: Inquiries regarding low power TV and low power radio Media Ownership & Policy: Inquiries regarding media ownership and its policy. 3 April May June Quarter Total 21 11 21 53 9 109 28 9 5 5 19 12 13 15 40 48 37 48 133 99 76 98 273 April May June Quarter Total 2 172 98 272 16 0 0 16 Programming - General Criticism 42 19 14 75 47 62 242 351 7 3 0 10 114 256 354 724 April May June Quarter Total 913 755 770 2,438 149 134 127 410 161 146 197 504 56 60 68 184 128 118 119 365 1,407 1, 213 1,281 3, 901 April May June Quarter Total 1,559 1, 246 1,385 4, 190 205 213 201 619 338 282 171 791 517 483 476 1,476 1,234 985 1,123 3, 342 3,853 3, 209 3,356 10,418 NOTES: (1) See attachment for brief description of subject categories. 218 involved multiple, and in many cases, identical complaints against three separate programs. 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) Second Quarter - Calendar Year 2003 Service Related Issues Totals Disability Issues Billing & Rates Cable Services Billing & Rates Programming Issues Other Programming Issues Loud Commercial 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 as complaints received separately by EB. Of the 234 indecency complaints the Enforcement Bureau received in June 2003, * 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 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Second Quarter - Calendar Year 2003 0 10 20 30 40 50 60 N u m b e r o f C o m p l a i n t s Billing & Rates 21 11 21 Disability Issues 9 55 Programming Issues 12 13 15 Cable Modem Service 9 109 Service Related Issues 48 37 48 April May June 10 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Second 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 2 17298 Programming - General Criticism 42 19 14 Programming - Indecency/ Obscenity** 47 62 242 Loud Commercial 16 0 0 Other Programming Issues 7 30 April May June 11 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Second Quarter - Calendar Year 2003 0 100 200 300 400 500 600 700 800 900 1, 000 N u m b e r o f C o m p l a i n t s Billing & Rates 913 755 770 Carrier Marketing & Advertising 149 134 127 Contract - Early Termination 161 146 197 Equipment 56 60 68 Service Quality 128 118 119 April May June 12 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Second 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 1,559 1, 246 1,385 Carrier Marketing & Advertising 205 213 201 Cramming 338 282 171 Slamming 517 483 476 Telephone Consumer Protection Act 1,234 985 1,123 April May June 13 April May June Quarter Total 149 140 142 431 377 424 330 1, 131 180 174 203 557 225 223 255 703 Service- Related Issues 605 684 707 1, 996 1,536 1, 645 1,637 4, 818 April May June Quarter Total General Broadcast Information 240 301 271 812 How to Start Broadcast Station 245 247 208 700 Low Power Broadcast Information 214 283 229 726 Media Ownership & Policy 123 1, 233 926 2, 282 607 479 408 1, 494 1,429 2, 543 2,042 6, 014 April May June Quarter Total 579 714 654 1, 947 1,106 1, 355 1,445 3, 906 1,619 2, 015 2,118 5, 752 349 489 683 1, 521 307 279 271 857 3,960 4, 852 5,171 13,983 April May June Quarter Total 1,343 1, 677 1,335 4, 355 3,543 4, 878 4,174 12,595 115 91 85291 7,275 9, 183 9,271 25,729 2,315 2, 373 2,591 7, 279 14, 591 18, 202 17, 456 50, 249 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) Second Quarter - Calendar Year 2003 Amateur License Wireless Telecommunications Totals Programming & Content Totals Satellite Issues Billing & Rates Digital Subscriber Line Issues Cramming Billing & Rates Electrical Interference General Mobile Radio Service License Land Mobile License Billing & Rates 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 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Second 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 377 424 330 Satellite Home Viewer Improvement Act 180 174 203 Billing & Rates 149 140 142 Satellite Issues 225 223 255 Service- Related Issues 605 684 707 April May June 15 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Second Quarter - Calendar Year 2003 0 200 400 600 800 1000 1200 1400 N u m b e r o f I n q u i r i e s General Broadcast Information 240 301 271 How to Start Broadcast Station 245 247 208 Low Power Broadcast Information 214 283 229 Media Ownership & Policy 123 1, 233 926 Programming & Content 607 479 408 April May June 16 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Second 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 N u m b e r o f I n q u i r i e s Amateur License 579 714 654 Billing & Rates 1, 106 1, 355 1,445 Electrical Interference 1, 619 2, 015 2,118 General Mobile Radio Service License 349 489 683 Land Mobile License 307 279 271 April May June 17 Consumer & Governmental Affairs Bureau Top WirelineTelecommunications Consumer Inquiries Second Quarter - Calendar Year 2003 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 10,000 N u m b e r o f I n q u i r i e s Billing & Rates 1,343 1, 677 1,335 Cramming 3,543 4, 878 4,174 Digital Subscriber Line Issues 115 91 85 Slamming 7,275 9, 183 9,271 Telephone Consumer Protection Act 2,315 2, 373 2,591 April May June 18