*Pages 1--18 from Microsoft Word - 50980.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: August 12, 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 2005. Wireless complaints recorded an increase, rising from 4,369 in the 4 th quarter Calendar Year 2004 to 7,330 in the 1 st quarter calendar year 2005. There were increases in each of the top five categories. Wireline complaints also show an increase, rising from 11,228 to 16,765. As with wireless complaints, there were increases in each of the top five categories. There was a decline in the number of Radio and Television Broadcasting complaints, which dropped from 317,833 in the 4 th quarter 2004 to 157,650 in the 1 st quarter 2005. A decline in the number of complaints received in connection with e- mail or write- in campaigns directed at specific radio or television broadcasts accounted for the change. Cable and Satellite Services complaints recorded an increase, rising from 132 in the 4 th quarter 2004 to 718 in the 1 st quarter 2005. There were increases in each of the top categories. However, the biggest increase occurred in the Programming category, which rose from 39 in the 4 th quarter 2004 to 502 in the 1 st quarter 2005. There was a modest increase in the number of wireless inquiries during the 1 st quarter as they rose from 10,383 to 10,774. Billing and Rates dropped completely from the top inquires categories list. Wireline inquiries continued a downward trend reported in the 4 th quarter 2004 as they dropped from 38,055 to 36,439. Radio and Television Broadcasting inquiries dropped sharply from 20,565 in the 4 th quarter 2004 to 9,072 in the 1 st quarter 2005. There were declines in each of the top categories except Programming and Content which increased modestly from 6,267 to 6,551. Cable and Satellite Services inquiries also experienced a modest increase, rising from 4,054 in the 4 th quarter to 4,677 in the 1 st quarter 2005. 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. CGB contact: Thomas Wyatt at (202) 418- 1400. - FCC - 1 2 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 1st Quarter Calendar Year 2005 Executive Summary This report tracks consumer inquiries and informal complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the 1 st quarter of calendar year 2005. 1 Inquiries are defined as correspondence or communications received at the Commission from individuals seeking information on matters under the FCC’s jurisdiction. An informal consumer complaint is defined as correspondence or communications received by the Commission 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, injury; or a violation; and (iii) seeks relief. Wireless complaints recorded an increase, rising from 4,369 in the 4 th quarter Calendar Year 2004 to 7,330 in the 1 st quarter calendar year 2005. There were increases in each of the top five categories. Wireline complaints also show an increase, rising from 11,228 to 16,765. As with wireless complaints, there were increases in each of the top five categories. There was a decline in the number of Radio and Television Broadcasting complaints, which dropped from 317,833 in the 4 th quarter 2004 to 157,650 in the 1 st quarter 2005. A decrease in the number of complaints received in connection with e- mail or write- in campaigns directed at specific radio or television broadcasts accounted for the change. Cable and Satellite Services complaints recorded an increase, rising from 132 in the 4 th quarter 2004 to 718 in the 1 st quarter 2005. There were increases in each of the top categories. However, the biggest percentage increase occurred in the Programming category, which rose from 39 in the 4 th quarter 2004 to 502 in the 1 st quarter 2005. There was a modest increase in the number of wireless inquiries during the 1 st quarter as they rose from 10,383 to 10,774. Billing and Rates dropped completely from the top categories list. Wireline inquiries continued a downward trend reported in the 4 th quarter 2004 as they dropped from 38,055 to 36,439. Radio and Television Broadcasting inquiries dropped sharply from 20,565 in the 4 th quarter 2004 to 9,072 in the 1 st quarter 2005. There were declines in each of the top categories except Programming and Content which increased modestly from 6,267 to 6,551. Cable and Satellite Services inquiries also experienced a modest increase, rising from 4,054 in the 4 th quarter to 4,677 in the 1 st quarter 2005. 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 January 1, 2005 to March 31, 2005. 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 & SATELLITE SERVICES Accessibility Issues: Complaints/ inquiries regarding video description, closed captioning, and emergency access to video programming Billing & Rates: Complaints/ inquiries concerning billing matters and the rates charged for cable programming service (or expanded basic) tier on a cable system or satellite services Cable Modem Service: Complaints/ inquiries regarding cable modem service Connections to Cable Systems: Complaints/ inquiries regarding availability or quality of connections to cable systems 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 Home Viewer Improvement Act (SHVIA): Complaints/ inquiries regarding SHVIA issues Service Related Issues: Complaints/ inquiries about the quality of service provided by cable operators or satellite programming distributors RADIO & TELEVISION BROADCASTING Accessibility Issues: Complaints/ inquiries regarding video description, closed captioning, and emergency access to video programming Commercial Advertisement Issues: Complaints/ inquiries regarding commercial advertisements 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 Summary of Top Consumer Complaint* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2005 January February March Quarter Total Cable and Satellite Services Billing & Rates 37 42 24 103 Cable Modem Service 12 8 11 31 Accessibility 4 7 6 17 Programming Issues 192 166 144 502 Service Related Issues 22 28 15 65 Totals 98 113 79 718 January February March Quarter Total Radio & Television Broadcasting Accessibility 7 5 4 16 Programming - General Criticism 211 215 129 555 Programming - Indecency/ Obscenity** 138,652 14,480 3,884 157,016 Other Programming Issues 25 27 11 63 Totals 138,760 14,625 3,983 157,650 January February March Quarter Total Wireless Telecommunications Billing & Rates 1,336 1,450 1,220 4,006 Carrier Marketing & Advertising 299 344 236 879 Contract - Early Termination 374 415 329 1,118 Equipment 149 162 138 449 Service Quality 283 299 296 878 Totals 2,448 2,665 2,216 7,330 January February March Quarter Total Wireline Telecommunications Billing & Rates 1,447 1,519 1,334 4,300 Carrier Marketing & Advertising 131 161 141 433 Cramming 236 210 184 630 Slamming 262 259 185 706 Telephone Consumer Protection Act 2,759 3,665 4,272 10,696 Totals 4,833 5,868 6,063 16,765 NOTES: (1) See attachment for brief description of subject categories. * 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 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. ** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement Bureau (EB) for appropriate handling. The counts reflect complaints received directly by CGB, complaints received separately by EB, and complaints emailed directly to the FCC Commissioners' respective offices. The reported counts may include duplicates or contacts that subsequently are determined not to constitute actionable complaints. 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. 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints First Quarter - Calendar Year 2005 0 50 100 150 200 250 Numb er of Comp lain t s Billing & Rates 37 42 24 Accessibility 4 76 Programming Issues 192 166 144 Cable Modem Service 12 8 11 Service Related Issues 22 28 15 January February March 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints First Quarter - Calendar Year 2005 0 50 100 150 200 250 300 350 400 450 500 N u m b e r o f C o m p l a i n t s Accessibility 7 54 Programming - General Criticism 211 215 129 Programming - Indecency/ Obscenity** 138,652 14,480 3, 884 Other Programming Issues 25 27 11 January February March 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints First Quarter - Calendar Year 2005 0 200 400 600 800 1,000 1,200 1,400 1,600 N u m b e r o f C o m p l a i n t s Billing & Rates 1,336 1, 450 1,220 Carrier Marketing & Advertising 299 344 236 Contract - Early Termination 374 415 329 Equipment 149 162 138 Service Quality 283 299 296 January February March 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints First Quarter - Calendar Year 2005 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, 447 1, 519 1,334 Carrier Marketing & Advertising 131 161 141 Cramming 236 210 184 Slamming 262 259 185 Telephone Consumer Protection Act 2, 759 3, 665 4,272 January February March 13 Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2005 January February March Quarter Total Cable and Satellite Services Billing & Rates 227 190 204 621 Programming Issues 351 247 216 814 Over the Air Reception Device Issues 231 234 280 745 Satellite Issues 275 266 270 811 Service- Related Issues 609 534 543 1,686 Totals 1,693 1,471 1,513 4,677 January February March Quarter Total Radio & Television Broadcasting Commercial Advertisement Issues 376 379 202 957 General Broadcast Information 256 258 213 727 How to Start Broadcast Station 140 132 146 418 Low Power Broadcast Information 122 144 153 419 Programming & Content 2,659 2,848 1,044 6,551 Totals 3,553 3,761 1,758 9,072 January February March Quarter Total Wireless Telecommunications Amateur License 545 494 558 1,597 Electrical Interference 2,115 2,071 2,175 6,361 General Mobile Radio Service License 590 455 504 1,549 Land Mobile License 309 219 265 793 Tower- Related Issues 152 134 188 474 Totals 3,711 3,373 3,690 10,774 January February March Quarter Total Wireline Telecommunications Billing & Rates 1,410 1,516 1,439 4,365 Cramming 3,669 3,377 3,636 10,682 Digital Service Line Issues 128 114 121 363 Slamming 3,884 4,086 4,413 12,383 Telephone Consumer Protection Act 2,615 2,853 3,178 8,646 Totals 11,706 11,946 12,787 36,439 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. 14 Consumer & Governmental Affairs Bureau Top Cable and Satellite Service Consumer Inquiries First Quarter - Calendar Year 2005 -50 50 150 250 350 450 550 650 Nu m b er o f In q u ir ies Billing & Rates 227 190 204 Programming Issues 351 247 216 Over the Air Reception Device Issues 231 234 280 Satellite Issues 275 266 270 Service- Related Issues 609 534 543 January February March 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries First Quarter - Calendar Year 2005 0 500 1000 1500 2000 2500 3000 N u m b e r o f I n q u i r i e s Commercial Advertisement Issues 376 379 202 General Broadcast Information 256 258 213 How to Start Broadcast Station 140 132 146 Low Power Broadcast Information 122 144 153 Programming & Content 2,659 2,848 1,044 January February March 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries First Quarter - Calendar Year 2005 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 Nu m b er o f In q u ir ies Amateur License 545 494 558 Electrical Interference 2,115 2, 071 2,175 General Mobile Radio Service License 590 455 504 Land Mobile License 309 219 265 Tower- Related Issues 152 134 188 January February March 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries First Quarter - Calendar Year 2005 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 5,000 Nu m b er o f In q u ir ies Billing & Rates 1,410 1,516 1,439 Cramming 3,669 3,377 3,636 Digital Subscriber Line Issues 128 114 121 Slamming 3,884 4,086 4,413 Telephone Consumer Protection Act 2,615 2,853 3,178 January February March 18