*Pages 1--18 from Microsoft Word - 46094.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: February 11, 2005 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 first quarter of calendar year 2004. Wireless complaints increased from 8,512 last quarter to 8,830 this quarter. A rise in the number of Billing and Rate related complaints accounted for the modest increase as Number Portability complaints, for which tracking commenced in late November 2003, and Service Quality complaints declined. Wireline complaints decreased from 20,423 to 17,680 with declines in all the top categories except Slamming and Service Quality. Beginning with the fourth quarter 2003 report, the Bureau reported indecency and obscenity complaints received by the Commissioners’ Offices and through the agency’s fccinfo. gov e- mail address. This change in method largely accounted for a sizeable increase in Radio and Television Broadcasting complaints reported for the fourth quarter 2003. A rise in the number of Indecency complaints once again spearheaded an increase as the number of Radio and Television Broadcasting complaints rose from 146,403 to 693, 080. Meanwhile, Cable complaints continued downward, decreasing from 185 to 175. Wireless inquiries decreased from 16,895 to 14, 094 due largely to a significant drop in the number of Billing and Rate related inquiries. Wireline inquiries, on the other hand, rose from 49,171 to 54,551 buoyed by an increase in Slamming and Cramming inquiries. Radio and Television Broadcasting inquiries increased from 6,652 to 9,017, continuing a trend recorded in the fourth quarter 2003. The biggest increase was in the Programming and Content category. Cable inquiries also increased sharply from 3,972 during the fourth quarter 2003 to 8,581 in the first quarter 2004, with programming issues spearheading the increase. The Commission receives many inquiries and 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 or companies at issue. -FCC- CGB contact: Thomas Wyatt at (202) 418- 1400. 1 2 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 1st Quarter Calendar Year 2004 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 1 st quarter of calendar year 2004. 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. Wireless complaints increased from 8,512 last quarter to 8,830 this quarter. A rise in the number of Billing and Rate related complaints accounted for the modest increase as Number Portability complaints, for which tracking commenced in late November 2003, and Service Quality complaints declined. Wireline complaints decreased from 20,423 to 17,680 with declines in all the top categories except Slamming and Service Quality. Beginning with the fourth quarter 2003 report, the Bureau reported indecency and obscenity complaints received by the Commissioners’ Offices and through the agency’s fccinfo. gov e- mail address. This change in method largely accounted for a sizeable increase in Radio and Television Broadcasting complaints reported for the fourth quarter 2003. A rise in the number of Indecency complaints once again spearheaded an increase as the number of Radio and Television Broadcast complaints rose from 146, 403 to 693,080. Meanwhile, Cable complaints continued downward, decreasing from 185 to 175. Wireless inquiries decreased from 16,895 to 14, 094 due largely to a significant drop in the number of Billing and Rate related inquiries. Wireline inquiries, on the other hand, rose from 49,171 to 54,551 buoyed by an increase in Slamming and Cramming inquiries. Radio and Television Broadcasting inquiries increased from 6,652 to 9,017, continuing a trend recorded in the fourth quarter 2003. The biggest increase was in the Programming and Content category. Cable inquiries also increased sharply from 3,972 during the fourth quarter 2003 to 8,581 in the first quarter 2004, with Programming issues spearheading the increase. Wireless inquiries decreased from 16,895 to 14, 094 due largely to a significant drop in the number of Billing and Rate related inquiries. Wireline inquiries, on the other hand, rose from 49,171 to 54,551 buoyed by an increase in Slamming and Cramming inquiries. Radio and Television Broadcasting inquiries continued an upward trend reported in the fourth quarter 2003 increasing from 6,652 to 9,017 with Programming and Content inquiries fueling the increase. Cable inquiries also increased sharply from 3,972 during the fourth quarter 2003 to 8,581 in the first quarter 2004. The Commission receives many inquiries and 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 or companies at issue. 1 The data reported reflect the complaints and inquiries recorded in CGB’s automated tracking systems for the period January 1, 2004 to March 31, 2004. 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 regarding cable modem service. 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 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 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 Issues: Inquiries regarding low power TV and low power radio 3 9 January February March Quarter Total 28 16 16 60 8 10 16 34 13 5 4 22 17 9 3 29 16 10 4 30 82 50 43 175 January February March Quarter Total 7 14 13 34 Programming - General Criticism 18 23 24 65 119,271 543,255 30,554 693,080 1 5 5 11 119,297 543,297 30,596 693,190 January February March Quarter Total 1,347 1102 1, 138 3,587 264 228 288 780 358 291 290 939 1,679 683 542 2, 904 256 179 185 620 3,904 2, 483 2,443 8, 830 January February March Quarter Total 1,269 1, 122 1,222 3, 613 216 173 180 569 180 167 163 510 491 464 539 1,494 4,120 3, 416 3,958 11,494 6,276 5, 342 6,062 17,680 NOTES: (1) See attachment for brief description of subject categories. subsequently are determined insufficient to constitute actionable complaints. 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 2004 Service Related Issues Totals Disability Issues Billing & Rates Cable Services Billing & Rates Programming Issues Other Programming Issues Radio & Television Broadcasting Cable Modem Service Totals Disability Issues Service Quality Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Number Portability Contract - Early Termination Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Carrier Marketing & Advertising Commissioner's offices and FCCINFO. The reported counts may also include duplicate complaints or contacts that Totals by CGB, complaints forwarded to EB, complaints received separately by EB, and complaints emailed directly to the FCC * A complaint is defined as a communication received at CGB's consumer center 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. Commencing with this report, the reported counts reflect complaints received directly ** 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 2004 0 5 10 15 20 25 30 Numb er of Comp lain t s Billing & Rates 28 16 16 Disability Issues 13 5 4 Programming Issues 17 9 3 Cable Modem Service 8 1016 Service Related Issues 16 10 4 January February March 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints First Quarter - Calendar Year 2004 0 5 10 15 20 25 30 35 40 45 50 Numb er of Comp lain t s Disability Issues 7 1413 Programming - General Criticism 18 23 24 Programming - Indecency/ Obscenity** 119,271 543,255 30,554 Loud Commercial 3 12 Other Programming Issues 1 55 January February March 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints First Quarter - Calendar Year 2004 0 200 400 600 800 1,000 1,200 1,400 1,600 1,800 N u m b e r o f C o m p l a i n t s Billing & Rates 1,347 1102 1, 138 Carrier Marketing & Advertising 264 228 288 Contract - Early Termination 358 291 290 Number Portability 1,679 683 542 Service Quality 256 179 185 January February March 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints First Quarter - Calendar Year 2004 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 1,269 1, 122 1, 222 Carrier Marketing & Advertising 216 173 180 Service Quality 180 167 163 Slamming 491 464 539 Telephone Consumer Protection Act 4,120 3, 416 3, 958 January February March 13 January February March Quarter Total 292 332 310 934 180 321 3500 4,001 247 283 231 761 213 259 676 1,148 Service- Related Issues 580 525 632 1,737 1,512 1,720 5,349 8,581 January February March Quarter Total General Broadcast Information 192 266 331 789 How to Start Broadcast Station 195 180 224 599 Low Power Broadcast Information 199 178 225 602 Political Programming 61 102 123 286 664 4,570 1,507 6,741 1,311 5,296 2,410 9,017 January February March Quarter Total 566 577 887 2,030 207 182 242 631 1,967 2,516 2,294 6,777 603 588 671 1,862 1,670 638 486 2,794 5,013 4,501 4,580 14,094 January February March Quarter Total 1,553 1,467 1,893 4,913 3,660 2,961 4,797 11,418 149 97 102 348 6,899 6,859 10,387 24,145 3,377 4,609 5,741 13,727 15,638 15,993 22,920 54,551 NOTES: * An inquiry is defined as a correspondence received at CGB's consumer center 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. Satellite Issues Billing & Rates General Mobile Radio Service License Number Portability Billing & Rates Electrical Interference Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2004 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable Services Totals Satellite Home Viewer Improvement Act Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Number Portability Cramming 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries First Quarter - Calendar Year 2004 0 50 100 150 200 250 300 350 400 450 500 Nu m b er o f In q u ir ies Billing & Rates 292 332 310 Programming Issues 180 321 3500 Satellite Home Viewer Improvement Act 247 283 231 Satellite Issues 213 259 676 Service- Related Issues 580 525 632 January February March 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries First Quarter - Calendar Year 2004 0 500 1000 1500 2000 2500 3000 3500 4000 4500 5000 N u m b e r o f I n q u i r i e s General Broadcast Information 192 266 331 How to Start Broadcast Station 195 180 224 Low Power Broadcast Information 199 178 225 Political Programming 61 102 123 Programming & Content 664 4, 570 1,507 January February March 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries First Quarter - Calendar Year 2004 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 566 577 887 Billing & Rates 207 182 242 Electrical Interference 1,967 2, 516 2,294 General Mobile Radio Service License 603 588 671 Number Portability 1,670 638 486 January February March 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries First Quarter - Calendar Year 2004 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 1,553 1, 467 1, 893 Cramming 3,660 2, 961 4, 797 Number Portability 149 97 102 Slamming 6,899 6, 859 10,387 Telephone Consumer Protection Act 3,377 4, 609 5, 741 January February March 18