*Pages 1--22 from Microsoft Word - 39145* 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: June 10, 2004 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 its report on the inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the fourth quarter of calendar year 2003. The implementation of the National Do- Not- Call Registry on October 1, 2003, and the Wireless Local Number Portability rules on November 24, 2003, resulted in increases in complaints during the quarter. Wireless complaints increased from 4,825 last quarter to 8,512 this quarter. Although complaint activity increased in all top Wireless categories, most of the increase was attributable to Number Portability complaints, for which tracking commenced in late November. Wireline complaints rose from 11,093 to 20,423 due to the activation of the National Do Not Call Registry, which caused Telephone Consumer Protection Act (TCPA) complaints to more than triple. Beginning with this report, the Bureau will be reporting indecency and obscenity complaints received by the Commissioners’ Offices and through the fccinfo@ fcc. gov e- mail address. This change in method largely accounts for the increase in Radio and Broadcast complaints during the fourth quarter. Meanwhile, Cable complaints decreased from 253 to 185 as counts in all top cable categories declined. Inquiry trends largely followed complaint trends. Wireless inquiries increased from 11,828 last quarter to 16,895 due to the inception of Number Portability tracking and increases in Billing and Electrical Interference inquiries. Wireline inquiries rose from 44,550 to 49,171, buoyed by an increase in TCPA inquiries that overshadowed declines in Billing and Rates and Cramming inquiries. Radio & Television Broadcasting inquiries registered the largest percentage increase, rising from 3,244 to 6,652 during the fourth quarter. Programming and Content inquiries, which nearly quadrupled, fueled the increase. Cable inquiries fell from 4,474 to 3,972 due to decreases in Service- Related and Over the Air Reception Device (OTARD) inquiries. 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 4th Quarter Calendar Year 2003 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 4th 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. The implementation of the National Do- Not- Call Registry on October 1, 2003, and the Wireless Local Number Portability rules on November 24, 2003, resulted in increases in complaints during the quarter. Wireless complaints increased from 4,825 last quarter to 8,512 this quarter. Although complaint activity increased in all top Wireless categories, most of the increase was attributable to Number Portability complaints, for which tracking commenced in late November. Wireline complaints rose from 11,093 to 20,423 due to the activation of the National Do Not Call Registry, which caused Telephone Consumer Protection Act (TCPA) complaints to more than triple. Beginning with this report, the Bureau will be reporting indecency and obscenity complaints received by the Commissioners’ Offices and through the fccinfo@ fcc. gov e- mail address. This change in method largely accounts for the increase in Radio and Broadcast complaints during the fourth quarter. Meanwhile, Cable complaints decreased from 253 to 185 as counts in all top cable categories declined. Inquiry trends largely followed complaint trends. Wireless inquiries increased from 11,828 last quarter to 16,895 due to the inception of Number Portability tracking and increases in Billing and Electrical Interference inquiries. Wireline inquiries rose from 44,550 to 49,171, buoyed by an increase in TCPA inquiries that overshadowed declines in Billing and Rates and Cramming inquiries. Radio & Television Broadcasting inquiries registered the largest percentage increase, rising from 3,244 to 6,652 during the fourth quarter. Programming and Content inquiries, which nearly quadrupled, fueled the increase. Cable inquiries fell from 4,474 to 3,972 due to decreases in Service- Related and Over the Air Reception Device (OTARD) inquiries. 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 October 1, 2003 to December 31, 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 3 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 Political Programming: Inquiries regarding political programming and/ or broadcast 4 October November December Quarter Total 28 12 25 65 9 5 7 21 5 4 8 17 9 5 8 22 18 14 28 60 69 40 76 185 October November December Quarter Total 8 5 7 20 3 1 2 6 Programming - General Criticism 34 19 45 98 28,206 41,075 76,987 146,268 7 1 3 11 28,258 41,101 77,044 146,403 October November December Quarter Total 906 793 1,241 2,940 213 193 279 685 208 217 311 736 n/ a 204 3,243 3,447 211 235 258 704 1,538 1,642 5,332 8,512 October November December Quarter Total 1,372 1,115 1,590 4,077 241 218 257 716 196 125 149 470 506 390 473 1,369 6,518 4,315 2,958 13,791 8,833 6,163 5,427 20,423 NOTES: (1) See attachment for brief description of subject categories. . Totals * 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. 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. ** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement Bureau (EB) for appropriate handling. Commencing with this report, the reported counts reflect complaints received directly by CGB, complaints received directly by EB, and complaints emailed directly to the FCC Commissioner’s offices and FCC INFO. In addition, the Commission received over 100,000 emails related to FCC indecency rulings about certain broadcast programs. Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Carrier Marketing & Advertising Totals Disability Issues Service Quality Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Number Portability Contract - Early Termination Billing & Rates Programming Issues Other Programming Issues Loud Commercial Radio & Television Broadcasting Cable Modem Service Programming - Indecency/ Obscenity** Summary of Top Consumer Complaint* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Fourth Quarter - Calendar Year 2003 Service Related Issues Totals Disability Issues Billing & Rates Cable Services 11 12 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Fourth Quarter - Calendar Year 2003 0 5 10 15 20 25 30 Numb er of Comp lain t s Billing & Rates 28 12 25 Disability Issues 5 48 Programming Issues 9 58 Cable Modem Service 9 57 Service Related Issues 18 14 28 October November December 13 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Fourth Quarter - Calendar Year 2003 0 5 10 15 20 25 30 35 40 45 50 Numb er of Comp lain t s Disability Issues 8 57 Programming - General Criticism 34 19 45 Programming - Indecency/ Obscenity** 28,206 41,075 76,987 Loud Commercial 3 12 Other Programming Issues 7 13 October November December 14 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Fourth Quarter - Calendar Year 2003 0 500 1,000 1,500 2,000 2,500 3,000 3,500 N u m b e r o f C o m p l a i n t s Billing & Rates 906 793 1, 241 Carrier Marketing & Advertising 213 193 279 Contract - Early Termination 208 217 311 Number Portability 0 204 3,243 Service Quality 211 235 258 October November December 15 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Fourth 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 1,372 1, 115 1, 590 Carrier Marketing & Advertising 241 218 257 Service Quality 196 125 149 Slamming 506 390 473 Telephone Consumer Protection Act 6,518 4, 315 2, 958 October November December 16 October November December Quarter Total 152 175 224 551 281 202 220 703 222 130 187 539 238 159 184 581 Service- Related Issues 604 473 521 1,598 1,497 1,139 1,336 3,972 October November December Quarter Total General Broadcast Information 213 199 183 595 How to Start Broadcast Station 167 156 154 477 Low Power Broadcast Information 173 164 155 492 Political Programming 88 52 38 178 679 1,643 2,588 4,910 1,320 2,214 3,118 6,652 October November December Quarter Total 507 442 506 1,455 1,441 1,355 2,536 5,332 2,024 1,512 1,644 5,180 591 487 910 1,988 256 526 2,158 2,940 4,819 4,322 7,754 16,895 October November December Quarter Total 1,734 1,371 1,384 4,489 3,430 2,725 3,187 9,342 80 72 69 221 8,214 6,670 7,074 21,958 6,709 4,028 2,424 13,161 20,167 14,866 14,138 49,171 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. 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 Cramming Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Fourth Quarter - Calendar Year 2003 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable Services Satellite Issues Billing & Rates General Mobile Radio Service License Number Portability Billing & Rates Electrical Interference 17 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Fourth Quarter - Calendar Year 2003 0 50 100 150 200 250 300 350 400 450 500 Nu m b er o f In q u ir ies Billing & Rates 152 175 224 Over the Air Reception Device Issues 281 202 220 Satellite Home Viewer Improvement Act 222 130 187 Satellite Issues 238 159 184 Service- Related Issues 604 473 521 October November December 18 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Fourth Quarter - Calendar Year 2003 0 500 1000 1500 2000 2500 3000 N u m b e r o f I n q u i r i e s General Broadcast Information 213 199 183 How to Start Broadcast Station 167 156 154 Low Power Broadcast Information 173 164 155 Political Programming 88 52 38 Programming & Content 679 1, 643 2,588 October November December 19 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Fourth 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 2,700 Nu m b er o f In q u ir ies Amateur License 507 442 506 Billing & Rates 1,441 1, 355 2,536 Electrical Interference 2,024 1, 512 1,644 General Mobile Radio Service License 591 487 910 Number Portability 256 526 2,158 October November December 20 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Fourth Quarter - Calendar Year 2003 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 N u m b e r o f I n q u i r i e s Billing & Rates 1,734 1, 371 1, 384 Cramming 3,430 2, 725 3, 187 Number Portability 82 124 1 Slamming 8,214 6, 670 7, 074 Telephone Consumer Protection Act 6,709 4, 028 2, 424 October November December 21 22