*Pages 1--18 from Microsoft Word - 55063.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 16, 2006 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 2005. Wireless complaints decreased from 6,873 in the 3 rd quarter to 4,956 in the 4 th quarter. There were decreases in each of the Wireless categories. Wireline complaint receipts increased from 20,899 to 21,726. However, there were declines in each of the categories, except the Cramming and Telephone Consumer Protection Act categories. The number of Radio and Television Broadcasting complaints significantly increased from 26,368 in the 3 rd quarter to 44,287 in the 4 th quarter. The biggest increase occurred in the Indecency/ Obscenity category, from 26,185 to 44,109. Cable and Satellite Services complaints decreased from 243 in the 3 rd quarter to 225 in the 4 th quarter. There were declines in each of the categories, except Accessibility Issues (32) and Cable Modem Services (43). There was a slight decline in the number of wireless inquiries received during the 3 rd quarter as they fell from 9,446 in the 3 rd quarter to 9,246 in the 4 th quarter. Tower Issues replaced Commercial License Issues as one of the top wireless inquiry categories this quarter. Wireline inquiries increased from 23,507 in the 3 rd quarter to 27,549 in the 4 th quarter. Radio and Television Broadcasting inquiry receipts also increased from 1,975 in the 3 rd quarter to 3,390 in the 4 th quarter. The Low Power Issues category was replaced by Accessibility Issues within the Radio and Television Broadcasting top inquiry total this quarter. Cable and Satellite Services inquiries increased from 3,508 in the 3 rd quarter to 3,953 in the 4 th quarter. There were increases in each of the top categories, except Over the Air Reception Device Issues. 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 4 th Quarter Calendar Year 2005 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 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, internet, 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 6,873 in the 3 rd quarter to 4,956 in the 4 th quarter. There were decreases in each of the Wireless categories. Wireline complaint receipts increased from 20,899 to 21,726. However, there were declines in each of the categories, except the Cramming and Telephone Consumer Protection Act categories. The number of Radio and Television Broadcasting complaints significantly increased from 26,368 in the 3 rd quarter to 44,287 in the 4 th quarter. The biggest increase occurred in the Indecency/ Obscenity category, from 26,185 to 44,109. Cable and Satellite Services complaints decreased from 243 in the 3 rd quarter to 225 in the 4 th quarter. There were declines in each of the categories, except Accessibility Issues (32) and Cable Modem Services (43). There was a slight decline in the number of wireless inquiries received during the 3 rd quarter as they fell from 9,446 in the 3 rd quarter to 9,246 in the 4 th quarter. Tower Issues replaced Commercial License Issues as one of the top wireless inquiry categories this quarter. Wireline inquiries increased from 23,507 in the 3 rd quarter to 27,549 in the 4 th quarter. Radio and Television Broadcasting inquiry receipts also increased from 1,975 in the 3 rd quarter to 3,390 in the 4 th quarter. The Low Power Issues category was replaced by Accessibility Issues within the Radio and Television Broadcasting top inquiry total this quarter. Cable and Satellite Services inquiries increased from 3,508 in the 3 rd quarter to 3,953 in the 4 th quarter. There were increases in each of the top categories, except Over the Air Reception Device Issues. 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, 2005 to December 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 3 9 October November December Quarter Total 8 12 12 32 21 15 22 58 11 16 16 43 10 8 7 25 26 23 18 67 76 74 75 225 October November December Quarter Total 12 16 16 44 Programming - General Criticism 62 44 23 129 544 1,375 42,190 44,109 4 1 0 5 622 1,436 42,229 44,287 October November December Quarter Total 968 829 683 2,480 224 177 158 559 285 217 197 699 126 121 106 353 343 278 244 865 1,946 1, 622 1,388 4, 956 October November December Quarter Total 1,000 828 732 2, 560 146 116 120 382 232 261 229 722 141 125 100 366 5,924 5, 802 5,970 17,696 7,443 7, 132 7,151 21,726 NOTES: (1) See attachment for brief description of subject categories. the company involved. 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 2005 Service Related Issues Totals Accessibility Issues Billing & Rates Cable & Satellite Services Billing & Rates Programming Issues Other Programming Issues Radio & Television Broadcasting Cable Modem Service Totals Accessibility Issues Service Quality Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Equipment Contract - Early Termination ** Complaints regarding alleged indecency/ obscenity during specific programs are forwarded to the Enforcement Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Cramming 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, internet, 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 Bureau (EB) for appropriate handling. The reported counts reflect complaints received by CGB, complaints received 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Fourth Quarter - Calendar Year 2005 0 5 10 15 20 25 30 Numb er of Comp lain ts Accessibility Issues 8 1212 Billing & Rates 21 15 22 Cable Modem Service 11 16 16 Programming Issues 10 8 7 Service Related Issues 26 23 18 October November December 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Fourth Quarter - Calendar Year 2005 0 10 20 30 40 50 60 70 80 90 100 Numb er of Comp lain t s Accessibility Issues 12 16 16 Programming - General Criticism 62 44 23 Programming - Indecency/ Obscenity 544 1, 375 42,190 Other Programming Issues 4 10 October November December 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Fourth Quarter - Calendar Year 2005 0 100 200 300 400 500 600 700 800 900 1,000 Numb er of Comp lain ts Billing & Rates 968 829 683 Carrier Marketing & Advertising 224 177 158 Contract - Early Termination 285 217 197 Equipment 126 121 106 Service Quality 343 278 244 October November December 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Fourth 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 1,000 828 732 Cramming 146 116 120 Service Quality 232 261 229 Slamming 141 125 100 Telephone Consumer Protection Act 5,924 5, 802 5, 970 October November December 13 October November December Quarter Total 199 182 126 507 175 153 126 454 Satellite Home Viewer Improvement Act Issues 162 200 162 524 Satellite Issues 363 300 315 978 Service- Related Issues 520 452 518 1,490 1,419 1,287 1,247 3,953 October November December Quarter Total Accessibility Isues 155 259 322 736 Commercial Advertisement Issues 128 130 130 388 General Broadcast Information 194 187 134 515 How to Start Broadcast Station 119 136 122 377 825 827 846 2,498 1,421 1,539 1,554 3,390 October November December Quarter Total 422 454 450 1,326 1,635 1,323 1,356 4,314 740 903 1,062 2,705 173 189 142 504 143 131 123 397 3,113 3,000 3,133 9,246 October November December Quarter Total 1,184 949 729 2,862 1,717 1,594 1,480 4,791 134 154 138 426 2,338 2,082 2,046 6,466 4,512 4,078 4,414 13,004 9,885 8,857 8,807 27,549 NOTES: * An inquiry is defined as a correspondence received at CGB's consumer center either via letter, fax, email, internet, 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. Electrical Interference Tower Issues General Mobile Radio Service License Land Mobile License Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Fourth Quarter - Calendar Year 2005 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable & Satellite Services 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 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Fourth Quarter - Calendar Year 2005 0 100 200 300 400 500 Nu m b er o f In q u ir ies Over the Air Reception Device Issues 199 182 126 Programming Issues 175 153 126 Satellite Home Viewer Improvement Act Issues 162 200 162 Satellite Issues 363 300 315 Service- Related Issues 520 452 518 October November December 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Fourth Quarter - Calendar Year 2005 0 100 200 300 400 500 600 700 800 900 N u m b e r o f I n q u i r i e s Accessibility Isues 155 259 322 Commercial Advertisement Issues 128 130 130 General Broadcast Information 194 187 134 How to Start Broadcast Station 119 136 122 Programming & Content 825 827 846 October November December 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Fourth Quarter - Calendar Year 2005 0 150 300 450 600 750 900 1,050 1,200 1,350 1,500 1,650 Nu m b er o f In q u ir ies Amateur License 422 454 450 Electrical Interference 1,635 1, 323 1,356 General Mobile Radio Service License 740 903 1,062 Land Mobile License 173 189 142 Tower Issues 143 131 123 October November December 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Fourth Quarter - Calendar Year 2005 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 N u m b e r o f I n q u i r i e s Billing & Rates 1,184 949 729 Cramming 1,717 1, 594 1, 480 Digital Subscriber Line Issues 134 154 138 Slamming 2,338 2, 082 2, 046 Telephone Consumer Protection Act 4,512 4, 078 4, 414 October November December 18