*Pages 1--18 from Microsoft Word - 46651.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: March 4, 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 third quarter of calendar year 2004. Wireless complaints rose from 7,159 last quarter to 9,120 in the 3 rd quarter, with increases in each of the five top categories. The Billing and Rate category recorded the biggest increase, rising from 3,732 to 4,927. Wireline complaints also experienced an increase, rising from 15,242 to 16,827. There were increases in each of the top five categories except Slamming, which dropped from 1,418 to 1,097. Indecency Complaints, the top category of Radio and Television Broadcasting complaints, declined by more than 50%, dropping from 272,958 in the 2 nd quarter to 122,061 in the 3 rd quarter. The decline can be attributed to the receipt of fewer e- mail or write- in campaigns regarding specific radio or television broadcasts during the quarter. Cable Services complaints rose from 169 to 266, with increases in four of the five top categories. Wireless inquiries decreased from 11,575 in the 2 nd quarter to 10,237 in the 3 rd quarter, with Number Portability dropping completely from the top categories list. Wireline inquiries also fell, with a sharp decline in the number Slamming inquiries accounting for the change. Radio and Television Broadcasting inquiries experienced a modest decline, falling from 7,645 in the 2 nd quarter to 7,150 in the 3 rd quarter. Cable inquiries recorded a modest increase, rising from 4,662 in the 2 nd quarter to 4,710 in the 3 rd quarter. 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 3rd Quarter Calendar Year 2004 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 3 rd 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 rose from 7,159 last quarter to 9,120 in the 3 rd quarter, with increases in each of the five top categories. The Billing and Rate category recorded the biggest increase, rising from 3,732 to 4,927. Wireline complaints also experienced an increase, rising from 15,242 to 16,827. There were increases in each of the top five categories except Slamming, which dropped from 1,418 to 1,097. Indecency Complaints, the top category of Radio and Television Broadcasting complaints, declined by more than 50%, dropping from 272,958 in the 2 nd quarter to 122,061 in the 3 rd quarter. The decline can be attributed to the receipt of fewer e- mail or write- in campaigns regarding specific radio or television broadcasts during the quarter. Cable Services complaints rose from 169 to 266, with increases in four of the five top categories. Wireless inquiries decreased from 11,575 in the 2 nd quarter to 10,237 in the 3 rd quarter, with Number Portability dropping completely from the top categories list. Wireline inquiries also fell, with a sharp decline in the number Slamming inquiries accounting for the change. Radio and Television Broadcasting inquiries experienced a modest decline, falling from 7,645 in the 2 nd quarter to 7,150 in the 3 rd quarter. Cable inquiries recorded a modest increase, rising from 4,662 in the 2 nd quarter to 4,710 in the 3 rd quarter. 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 July 1, 2004 to September 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 July August September Quarter Total 40 42 35 117 4 10 11 25 6 4 3 13 24 15 17 56 17 16 22 55 91 87 88 266 July August September Quarter Total 7 9 20 36 Programming - General Criticism 72 90 81 243 949 922 119,817 121, 688 8 13 73 94 1, 036 1, 034 119, 991 122, 061 July August September Quarter Total 1, 671 1, 785 1,471 4, 927 338 348 310 996 481 470 428 1, 379 293 242 168 703 362 428 325 1, 115 3, 145 3, 273 2,702 9, 120 July August September Quarter Total 1, 748 1, 818 1,515 5, 081 244 197 173 614 182 231 210 623 371 397 329 1, 097 2, 685 2, 291 4,436 9, 412 5, 230 4, 934 6,663 16, 827 NOTES: (1) See attachment for brief description of subject categories. constitute actionable complaints. not necessarily indicative of corresponding state or local trends. The reported data may also include duplicate complaints or contacts that subsequently are determined insufficient to Totals to EB, complaints received separately by EB, and complaints emailed to the FCC Commissioner's offices and FCCINFO. * 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 reported counts reflect complaints received directly by CGB, complaints forwarded ** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement 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 Radio & Television Broadcasting Cable Modem Service 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) Third Quarter - Calendar Year 2004 Service Related Issues Totals Disability Issues Billing & Rates Cable Services 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Third Quarter - Calendar Year 2004 0 5 10 15 20 25 30 35 40 45 Numb er of Comp lain t s Billing & Rates 40 42 35 Cable Modem Service 4 1011 Disability Issues 6 43 Programming Issues 24 15 17 Service Related Issues 17 16 22 July August September 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Third Quarter - Calendar Year 2004 0 5 10 15 20 25 30 35 40 45 50 N u m b e r o f C o m p l a i n t s Disability Issues 7 920 Programming - General Criticism 72 90 81 Programming - Indecency/ Obscenity** 949 922 119, 817 Other Programming Issues 8 1373 July August September 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Third Quarter - Calendar Year 2004 0 200 400 600 800 1,000 1,200 1,400 1,600 1,800 2,000 N u m b e r o f C o m p l a i n t s Billing & Rates 1,671 1,785 1, 471 Carrier Marketing & Advertising 338 348 310 Contract - Early Termination 481 470 428 Number Portability 293 242 168 Service Quality 362 428 325 July August September 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Third Quarter - Calendar Year 2004 0 200 400 600 800 1,000 1,200 Nu mber o f Co mplaint s Billing & Rates 1,748 1, 818 1, 515 Carrier Marketing & Advertising 244 197 173 Service Quality 182 231 210 Slamming 371 397 329 Telephone Consumer Protection Act 2,685 2, 291 4, 436 July August September 13 July August September Quarter Total 227 275 217 719 606 273 229 1,108 Satellite Home Viewer Improvement Act Issues 226 186 204 616 262 295 262 819 Service- Related Issues 521 484 443 1,448 1,842 1,513 1,355 4,710 July August September Quarter Total General Broadcast Information 222 214 218 654 How to Start Broadcast Station 170 138 128 436 Low Power Broadcast Information 127 126 119 372 Political Programming 141 134 174 449 1,907 1,012 2,320 5,239 2,567 1,624 2,959 7,150 July August September Quarter Total 501 531 422 1,454 238 163 144 545 1,698 2,118 2,074 5,890 603 533 468 1,604 248 282 214 744 3,288 3,627 3,322 10,237 July August September Quarter Total 1,572 1,685 1,438 4,695 1,225 135 75 1,435 2,952 3,949 3,745 10,646 5,526 6,465 5,386 17,377 3,845 3,036 3,750 10,631 15,120 15,270 14,394 44,784 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. Billing & Rates Satellite Issues Land Mobile License 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) Third 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 Card (Calling & Prepaid) Issues Cramming 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Third Quarter - Calendar Year 2004 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 227 275 217 Programming Issues 606 273 229 Satellite Home Viewer Improvement Act Issues 226 186 204 Satellite Issues 262 295 262 Service- Related Issues 521 484 443 July August September 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Third Quarter - Calendar Year 2004 0 500 1000 1500 2000 2500 N u m b e r o f I n q u i r i e s General Broadcast Information 222 214 218 How to Start Broadcast Station 170 138 128 Low Power Broadcast Information 127 126 119 Political Programming 141 134 174 Programming & Content 1,907 1,012 2, 320 July August September 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Third 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 501 531 422 Billing & Rates 238 163 144 Electrical Interference 1,698 2, 118 2,074 General Mobile Radio Service License 603 533 468 Land Mobile License 248 282 214 July August September 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Third Quarter - Calendar Year 2004 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 N u m b e r o f I n q u i r i e s Billing & Rates 1,572 1, 685 1, 438 Cramming 2,952 3, 949 3, 745 Card (Calling & Prepaid) Issues 1,225 135 75 Slamming 5,526 6, 465 5, 386 Telephone Consumer Protection Act 3,845 3, 036 3, 750 July August September 18