*Pages 1--18 from Microsoft Word - 52852.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: November 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 2005. Wireless complaints increased from 6,783 in the 2 nd quarter to 6,873 in the 3 rd quarter. There were increases in each of the remaining Wireless categories, except Billing & Rates and Carrier Marketing. Wireline complaint receipts also increased from 15,323 to 20,899. There were declines in each of the categories except the Telephone Consumer Protection Act and Service Quality categories. The number of Radio and Television Broadcasting complaints significantly increased from 6,429 in the 2 nd quarter to 26,368 in the 3 rd quarter. The biggest increase occurred in the Indecency/ Obscenity category, from 6,161 to 26,185. Cable and Satellite Services complaints also recorded an increase from 191 in the 2 nd quarter to 243 in the 3 rd quarter. The Service Related category contributed to the biggest increase, from 50 to 82. There was a decline in the number of wireless inquiries received during the 3 rd quarter as they fell from 10,297 in the 2 nd quarter to 9,446 in the 3 rd quarter. Wireline inquiries also continued downward, dropping from 30,233 in the 2 nd quarter to 23,507 in the 3 rd quarter. Radio and Television Broadcasting inquiry receipts fell from 4,313 in the 2 nd quarter to 1,975 in the 3 rd quarter. Cable and Satellite Services inquiries continued the downward trend, declining from 4,022 in the 2 nd quarter to 3,508 in the 3 rd quarter. There were decreases in each of the top categories. 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: Mary Beth Richards at (202) 418- 1400. - FCC - 1 2 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 3rd Quarter Calendar Year 2005 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 2005. 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 6,783 in the 2 nd quarter to 6,873 in the 3 rd quarter. There were increases in each of the remaining Wireless categories, except Billing & Rates and Carrier Marketing. Wireline complaint receipts also increased from 15,323 to 20,899. There were declines in each of the categories except the Telephone Consumer Protection Act and Service Quality categories. The number of Radio and Television Broadcasting complaints significantly increased from 6,429 in the 2 nd quarter to 26,368 in the 3 rd quarter. The biggest increase occurred in the Indecency/ Obscenity category, from 6,161 to 26,185. Cable and Satellite Services complaints also recorded an increase from 191 in the 2 nd quarter to 243 in the 3 rd quarter. The Service Related category contributed to the biggest increase, from 50 to 82. There was a decline in the number of wireless inquiries received during the 3 rd quarter as they fell from 10,297 in the 2 nd quarter to 9,446 in the 3 rd quarter. Wireline inquiries also continued downward, dropping from 30,233 in the 2 nd quarter to 23,507 in the 3 rd quarter. Radio and Television Broadcasting inquiry receipts fell from 4,313 in the 2 nd quarter to 1,975 in the 3 rd quarter. Cable and Satellite Services inquiries continued the downward trend, declining from 4,022 in the 2 nd quarter to 3,508 in the 3 rd quarter. There were decreases in each of the top categories. 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 July 1, 2005 to September 30, 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 July August September Quarter Total 23 26 18 67 16 17 10 43 6 2 7 15 10 17 9 36 20 32 30 82 75 94 74 243 July August September Quarter Total 5 2 6 13 Programming - General Criticism 47 57 49 153 23, 547 1,716 922 26,185 10 6 1 17 23,609 1,781 978 26,368 July August September Quarter Total 1,037 1, 218 1,004 3, 259 226 255 232 713 356 409 310 1,075 215 195 170 580 385 492 369 1,246 2,219 2, 569 2,085 6, 873 July August September Quarter Total 972 1,317 948 3,237 111 127 115 353 195 326 237 758 108 158 125 391 4,352 5, 621 6,187 16,160 5,738 7, 549 7,612 20,899 NOTES: (1) See attachment for brief description of subject categories. insufficient to constitute actionable complaints. not necessarily indicative of corresponding state or local trends. Commissioners. The reported counts may also include duplicate complaints or contacts that subsequently are determined Totals separately by EB, and complaints emailed directly to the offices of the FCC Chairman and the respective offices of the * 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. The reported counts reflect complaints received by CGB, complaints received ** Complaints regarding alleged indecency/ obscenity during specific programs are forwarded to the Enforcement Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Cramming Totals Accessibility Issues Service Quality Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Equipment 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 2005 Service Related Issues Totals Accessibility Issues Billing & Rates Cable & Satellite Services 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Third Quarter - Calendar Year 2005 0 5 10 15 20 25 30 35 Numb er of Comp lain t s Billing & Rates 23 26 18 Accessibility Issues 6 27 Programming Issues 10 17 9 Cable Modem Service 16 17 10 Service Related Issues 20 32 30 July August September 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Third Quarter - Calendar Year 2005 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 Accessibility Issues 5 26 Programming - General Criticism 47 57 49 Programming - Indecency/ Obscenity** 23,547 1, 716 922 Other Programming Issues 10 6 1 July August September 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Third Quarter - Calendar Year 2005 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 1,037 1, 218 1, 004 Carrier Marketing & Advertising 226 255 232 Contract - Early Termination 356 409 310 Equipment 215 195 170 Service Quality 385 492 369 July August September 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Third 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 972 1, 317 948 Cramming 111 127 115 Service Quality 195 326 237 Slamming 108 158 125 Telephone Consumer Protection Act 4,352 5, 621 6, 187 July August September 13 July August September Quarter Total 106 100 112 318 202 260 221 683 Satellite Issues 191 270 218 679 Satellite Home Viewer Improvement Act Issues 112 164 127 403 Service- Related Issues 406 564 455 1,425 1,017 1,358 1,133 3,508 July August September Quarter Total Commercial Advertisement Issues 65 78 68 211 General Broadcast Information 109 134 121 364 How to Start Broadcast Station 107 114 79 300 Low Power Broadcast Information 84 110 99 293 215 453 350 1,018 580 889 717 1,975 July August September Quarter Total 379 520 458 1,357 108 137 108 353 1,464 1,781 1,540 4,785 720 796 719 2,235 232 265 219 716 2,903 3,499 3,044 9,446 July August September Quarter Total 851 1,179 799 2,829 1896 2234 1,866 5,996 57 101 116 274 2,580 2,901 2,396 7,877 1,951 2180 2,400 6,531 7,335 8,595 7,577 23,507 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. Totals Over the Air Reception Device Issues Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Digital Subscriber Line Issues Cramming Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Third Quarter - Calendar Year 2005 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable & Satellite Services Commercial License Land Mobile License Electrical Interference General Mobile Radio Service License 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Third Quarter - Calendar Year 2005 0 50 100 150 200 250 300 350 400 450 500 Nu m b er o f In q u ir ies Programming Issues 106 100 112 Over the Air Reception Device Issues 202 260 221 Satellite Issues 191 270 218 Satellite Home Viewer Improvement Act Issues 112 164 127 Service- Related Issues 406 564 455 July August September 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Third Quarter - Calendar Year 2005 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 Commercial Advertisement Issues 65 78 68 General Broadcast Information 109 134 121 How to Start Broadcast Station 107 114 79 Low Power Broadcast Information 84 110 99 Programming & Content 215 453 350 July August September 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Third 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 N u m b e r o f I n q u i r i e s Amateur License 379 520 458 Electrical Interference 1,464 1, 781 1, 540 General Mobile Radio Service License 720 796 719 Commercial License 108 137 108 Land Mobile License 232 265 219 July August September 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Third Quarter - Calendar Year 2005 0 500 1,000 1,500 2,000 2,500 3,000 3,500 N u m b e r o f I n q u i r i e s Billing & Rates 851 1, 179 799 Cramming 1896 2234 1, 866 Digital Subscriber Line Issues 57 101 116 Slamming 2,580 2, 901 2, 396 Telephone Consumer Protection Act 1,951 2180 2, 400 July August September 18