*Pages 1--18 from Microsoft Word - 46095.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 second quarter of calendar year 2004. Wireless complaints decreased from 8,830 last quarter to 7,159 this quarter. Except for a modest increase in Billing and Rate and Service Quality complaints, there were decreases in all major categories, with the biggest decrease in Number Portability complaints. Wireline complaints continued a downward trend dropping from 17,680 to 15, 242, with the largest decrease occurring in the Telephone Consumer Protection Act (TCPA) category. Indecency complaints once again were the top category of Radio and Television Broadcasting complaints with 272,818 received during the second quarter. Cable complaints continued downward, decreasing slightly from 175 to 169. Wireless inquiries dropped from 14,094 to 11,575, with the largest decreases occurring in the Number Portability and Electrical Interference categories. Wireline inquiries also decreased as a sharp decline in the number of Telephone Consumer Protection Act (TCPA) inquiries outpaced modest increases in the numbers Slamming and Cramming inquiries. Radio and Television Broadcasting inquiries fell from 9,017 in the 1 st quarter to 7,645 in the 2 nd quarter. The biggest drop occurred in the Programming and Content category. Cable inquiries experienced the biggest percentage decline, falling from 8,581 in the 1 st quarter to 4,662 in the 2 nd quarter. A large decrease in the number of Programming inquiries accounted for the change. 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 at issue. - FCC - CGB contact: Thomas Wyatt at (202) 418- 1400. 1 2 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 2nd Quarter Calendar Year 2004 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 2 nd 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 decreased from 8,830 last quarter to 7,159 this quarter. Except for a modest increase in Billing and Rate and Service Quality complaints, there were decreases in all major categories, with the biggest decrease in Number Portability complaints. Wireline complaints continued a downward trend dropping from 17,680 to 15, 242, with the largest decrease occurring in the Telephone Consumer Protection Act (TCPA) category. Indecency complaints once again were the top category of Radio and Television Broadcasting complaints with 272,818 received during the second quarter. Cable complaints continued downward, decreasing slightly from 175 to 169. Wireless inquiries dropped from 14,094 to 11,575, with the largest decreases occurring in the Number Portability and Electrical Interference categories. Wireline inquiries also decreased. A sharp decline in the number of Telephone Consumer Protection Act (TCPA) inquiries outpaced modest increases in Slamming and Cramming inquiries. Radio and Television Broadcasting inquiries fell from 9,017 in the 1 st quarter to 7,645 in the 2 nd quarter. The biggest drop occurred in the Programming and Content category. Cable inquiries experienced the biggest percentage decline, falling from 8,581 in the 1 st quarter to 4,662 in the 2 nd quarter. A large decrease in the number of Programming inquiries accounted for the change. 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 or companies at issue. 1 The data reported reflect the complaints and inquiries recorded in CGB’s automated tracking systems for the period April 1, 2004 to June 30, 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. 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 Political Programming: Inquires regarding political programming. 3 9 April May June Quarter Total 25 27 21 73 11 4 6 21 6 4 4 14 8 7 15 30 8 9 14 31 58 51 60 169 April May June Quarter Total 8 3 5 16 Howard Stern Commentary 15 1 4 20 Programming - General Criticism 23 45 26 94 270,287 1, 696 835 272, 818 3 4 3 10 270,336 1, 749 873 272, 958 April May June Quarter Total 1,179 1220 1, 333 3,732 259 241 291 791 290 327 353 970 356 294 326 976 206 221 263 690 2,290 2, 303 2, 566 7, 159 April May June Quarter Total 1,299 1, 316 1, 322 3, 937 184 175 160 519 187 188 151 526 532 402 484 1, 418 3,120 2, 802 2, 920 8, 842 5,322 4, 883 5, 037 15,242 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) Second 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 Cramming 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 Second Quarter - Calendar Year 2004 0 5 10 15 20 25 30 Numb er of Comp lain t s Billing & Rates 25 27 21 Disability Issues 6 44 Programming Issues 8 715 Cable Modem Service 11 4 6 Service Related Issues 8 914 April May June 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Second Quarter - Calendar Year 2004 0 5 10 15 20 25 30 35 40 45 50 Numb er of Comp lain t s Disability Issues 8 35 Howard Stern Commentary 15 1 4 Programming - General Criticism 23 45 26 Programming - Indecency/ Obscenity** 270,287 1, 696 835 Other Programming Issues 3 43 April May June 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Second Quarter - Calendar Year 2004 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 1,179 1220 1, 333 Carrier Marketing & Advertising 259 241 291 Contract - Early Termination 290 327 353 Number Portability 356 294 326 Service Quality 206 221 263 April May June 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Second Quarter - Calendar Year 2004 0 200 400 600 800 1,000 1,200 Nu mber o f Co mplaint s Billing & Rates 1,299 1, 316 1, 322 Carrier Marketing & Advertising 184 175 160 Cramming 187 188 151 Slamming 532 402 484 Telephone Consumer Protection Act 3,120 2, 802 2, 920 April May June 13 April May June Quarter Total 258 181 183 622 347 261 292 900 279 255 268 802 292 234 279 805 Service- Related Issues 540 488 505 1,533 1,716 1,419 1,527 4,662 April May June Quarter Total General Broadcast Information 271 209 211 691 How to Start Broadcast Station 180 151 125 456 Low Power Broadcast Information 208 144 175 527 Political Programming 94 78 65 237 2,391 1,979 1,364 5,734 3,144 2,561 1,940 7,645 April May June Quarter Total 690 720 567 1,977 1,999 1,805 2,134 5,938 513 579 671 1,763 330 310 340 980 356 288 273 917 3,888 3,702 3,985 11,575 April May June Quarter Total 1,591 1,508 1,683 4,782 3,910 3,683 3,903 11,496 116 105 108 329 9,008 7,685 7,672 24,365 4,068 2,895 3,486 10,449 18,693 15,876 16,852 51,421 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 Land Mobile License Number Portability Electrical Interference General Mobile Radio Service License Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Second Quarter - Calendar Year 2004 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable Services Totals Over the Air Reception Device Issues Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Digital Service Line Issues Cramming 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Second 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 258 181 183 Programming Issues 347 261 292 Over the Air Reception Device Issues 279 255 268 Satellite Issues 292 234 279 Service- Related Issues 540 488 505 April May June 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Second Quarter - Calendar Year 2004 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 271 209 211 How to Start Broadcast Station 180 151 125 Low Power Broadcast Information 208 144 175 Political Programming 94 78 65 Programming & Content 2,391 1,979 1, 364 April May June 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Second 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 Nu m b er o f In q u ir ies Amateur License 690 720 567 Electrical Interference 1,999 1, 805 2,134 General Mobile Radio Service License 513 579 671 Land Mobile License 330 310 340 Number Portability 356 288 273 April May June 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Second Quarter - Calendar Year 2004 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 1,591 1, 508 1, 683 Cramming 3,910 3, 683 3, 903 Digital Service Line Issues 116 105 108 Slamming 9,008 7, 685 7, 672 Telephone Consumer Protection Act 4,068 2, 895 3, 486 April May June 18