*Pages 1--18 from Microsoft Word - 46652.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 fourth quarter of calendar year 2004. Wireless complaints recorded a sharp decline in the 4 th quarter, dropping from 9,120 to 4,369. There were decreases in each of the top five categories, with Billing and Rate complaints leading the way with a more than 50% decline. Wireline complaints also show a sharp decrease, dropping from 16,827 to 11,228. As with Wireless complaints, there were decreases in each of the top five categories. Indecency Complaints remain the top category of Radio and Television Broadcasting complaints and increased from 121,688 in the 3 rd quarter to 317,833 in the 4 th quarter. Increases in the number of complaints received in connection with e- mail or write- in campaigns directed at specific radio or television broadcasts during the quarter accounted for the change. Cable Services complaints decreased from 266 in the 3 rd quarter to 132 in the 4 th quarter, with a sharp decline in the Billing and Rates category leading the way. There was a modest increase in the number of Wireless inquiries during the 4 th quarter as the rose from 10,237 in the 3 rd quarter to 10,383 in the 4th quarter, with Number Portability dropping completely from the top categories list. Increases in the Billing and Rates and General Mobile Radio Service License categories accounted for the change. Wireline inquiries continued a downward trend, dropping from 42,661 in the 3 rd quarter to 38,055 in the 4 th quarter. Radio and Television Broadcasting inquiries from rose sharply from 7,150 in the 3rd quarter to 20, 565 in the 4th quarter. A surge in the number of Political Programming inquiries, which increased from 449 to 12,949, accounted for the change. Cable inquiries experienced a modest decline, falling from 4,710 in the 3 rd quarter to 4, 054 in the 4 th 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 4th Quarter Calendar Year 2004 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 4 th 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 recorded a sharp decline in the 4 th quarter, dropping from 9,120 to 4,369. There were decreases in each of the top five categories, with Billing and Rate complaints leading the way with a more than 50% decline. Wireline complaints also show a sharp decrease, dropping from 16,827 to 11,228. As with Wireless complaints, there were decreases in each of the top five categories. Indecency Complaints remain the top category of Radio and Television Broadcasting complaints and increased from 121,688 in the 3 rd quarter to 317,833 in the 4 th quarter. Increases in the number of complaints received in connection with e- mail or write- in campaigns directed at specific radio or television broadcasts during the quarter accounted for the change. Cable Services complaints decreased from 266 in the 3 rd quarter to 132 in the 4 th quarter, with a sharp decline in the Billing and Rates category leading the way. There was a modest increase in the number of Wireless inquiries during the 4 th quarter as the rose from 10,237 in the 3 rd quarter to 10,383 in the 4th quarter, with Number Portability dropping completely from the top categories list. Increases in the Billing and Rates and General Mobile Radio Service License categories accounted for the change. Wireline inquiries continued a downward trend, dropping from 42,661 in the 3 rd quarter to 38,055 in the 4 th quarter. Radio and Television Broadcasting inquiries from rose sharply from 7,150 in the 3rd quarter to 20, 565 in the 4th quarter. A surge in the number of Political Programming inquiries, which increased from 449 to 12,949, accounted for the change. Cable inquiries experienced a modest decline, falling from 4,710 in the 3 rd quarter to 4, 054 in the 4 th quarter. The Commission receives many inquiries and 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 October 1, 2004 to December 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. 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 October November December Quarter Total 4 20 15 39 2 7 4 13 4 3 7 14 5 16 16 37 5 14 10 29 20 60 52 132 October November December Quarter Total 5 4 7 16 Programming - General Criticism 38 66 109 213 119, 785 190, 805 7,243 317, 833 1 7 13 21 119,829 190, 882 7,372 318, 083 October November December Quarter Total 837 768 695 2, 300 166 183 188 537 224 236 210 670 103 76 77 256 208 197 201 606 1, 538 1, 460 1,371 4, 369 October November December Quarter Total 651 823 670 2, 144 77 85 88 250 111 119 124 354 198 202 126 526 3, 873 2, 101 1,980 7, 954 4, 910 3, 330 2,988 11, 228 NOTES: (1) See attachment for brief description of subject categories. 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) Fourth 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 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 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Fourth Quarter - Calendar Year 2004 0 5 10 15 20 25 Numb er of Comp lain t s Billing & Rates 4 2015 Disability Issues 4 37 Programming Issues 5 1616 Cable Modem Service 2 74 Service Related Issues 5 1410 October November December 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Fourth 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 5 47 Programming - General Criticism 38 66 109 Programming - Indecency/ Obscenity** 119,785 190,805 7, 243 Other Programming Issues 1 713 October November December 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Fourth Quarter - Calendar Year 2004 0 100 200 300 400 500 600 700 800 900 N u m b e r o f C o m p l a i n t s Billing & Rates 837 768 695 Carrier Marketing & Advertising 166 183 188 Contract - Early Termination 224 236 210 Number Portability 103 76 77 Service Quality 208 197 201 October November December 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Fourth 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 651 823 670 Carrier Marketing & Advertising 77 85 88 Service Quality 111 119 124 Slamming 198 202 126 Telephone Consumer Protection Act 3,873 2, 101 1, 980 October November December 13 October November December Quarter Total 216 250 195 661 251 281 233 765 Satellite Home Viewer Improvement Act Issues 210 182 185 577 270 230 223 723 Service- Related Issues 423 441 464 1,328 1,370 1,384 1,300 4,054 October November December Quarter Total General Broadcast Information 233 248 171 652 How to Start Broadcast Station 140 116 109 365 Low Power Broadcast Information 108 134 90 332 Political Programming 12,635 284 30 12,949 1,452 2,256 2,559 6,267 14,568 3,038 2,959 20,565 October November December Quarter Total 448 486 525 1,459 139 128 107 374 2,004 1,987 1,915 5,906 477 623 800 1,900 250 280 214 744 3,318 3,504 3,561 10,383 October November December Quarter Total 1,417 1,230 1,336 3,983 3,505 3,540 3,618 10,663 100 71 65 236 5,224 4,966 4,475 14,665 3,530 2,651 2,327 8,508 13,776 12,458 11,821 38,055 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 Over the Air Reception Device Issues Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Cramming Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Fourth Quarter - Calendar Year 2004 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable Services Number Portability Billing & Rates Satellite Issues Land Mobile License Electrical Interference General Mobile Radio Service License Billing & Rates 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Fourth 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 216 250 195 Programming Issues 251 281 233 Satellite Home Viewer Improvement Act Issues 210 182 185 Satellite Issues 270 230 223 Service- Related Issues 423 441 464 October November December 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Fourth Quarter - Calendar Year 2004 0 2000 4000 6000 8000 10000 12000 14000 N u m b e r o f I n q u i r i e s General Broadcast Information 233 248 171 How to Start Broadcast Station 140 116 109 Low Power Broadcast Information 108 134 90 Political Programming 12, 635 284 30 Programming & Content 1,452 2,256 2, 559 October November December 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Fourth 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 448 486 525 Billing & Rates 139 128 107 Electrical Interference 2,004 1, 987 1,915 General Mobile Radio Service License 477 623 800 Land Mobile License 250 280 214 October November December 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Fourth Quarter - Calendar Year 2004 0 1,000 2,000 3,000 4,000 5,000 6,000 N u m b e r o f I n q u i r i e s Billing & Rates 1,417 1, 230 1, 336 Cramming 3,505 3, 540 3, 618 Number Portability 100 71 65 Slamming 5,224 4, 966 4, 475 Telephone Consumer Protection Act 3,530 2, 651 2, 327 October November December 18