*Pages 1--18 from Microsoft Word - 57294.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). 1 News Media Information 202 / 418- 0500 Internet: http:// www. fcc. gov TTY: 1- 888- 835- 5322 For Immediate Release: News Media Contact: May 26, 2006 Rosemary Kimball at (202) 418- 0511 e- mail: rosemary. kimball@ fcc. gov (Erratum – Corrected Version to Replace Quarterly Report Released May 19, 2006) QUARTERLY REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS RELEASED Washington, DC – The Commission has released its report on the top five subject areas for inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the first quarter of calendar year 2006. Wireless complaints decreased from 4,956 in the 4 th quarter to 4,616 in the 1 st quarter. There were decreases in each of the Wireless categories. Wireline complaint receipts increased from 21,726 to 23,358. The number of Radio and Television Broadcasting complaints significantly increased from 44,287 in the 4 th quarter to 275,257 in the 1 st quarter. The biggest increase occurred in the Obscenity/ Indecency/ Profanity category, from 44,109 to 275,131. Cable and Satellite Services complaints increased from 225 in the 4 th quarter to 290 in 1 st quarter. There were increases in each of the categories, except Cable Modem Service Issues. There was a decline in the number of Wireless inquiries received during the 1 st quarter as they fell from 9,246 in the 4 th quarter to 7,130 in the 1 st quarter. Commercial License Issues replaced Tower Issues as one of the top Wireless inquiry categories this quarter. Wireline inquiries increased from 27,549 in the 4 th quarter to 31,231 in the 1 st quarter. Radio and Television Broadcasting inquiry receipts increased from 3,390 in the 4 th quarter to 4, 238 in the 1 st quarter. Cable and Satellite Services inquiries increased from 3,953 in the 4 th quarter to 4, 189 in 1 st quarter. There were increases in each of the top categories, except Service- Related 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 1 st Quarter Calendar Year 2006 Executive Summary This report tracks the top five subject areas for consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 1 st quarter of calendar year 2006. 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 4,956 in the 4 th quarter to 4,616 in the 1 st quarter. There were decreases in each of the Wireless categories. Wireline complaint receipts increased from 21,726 to 23,358. The number of Radio and Television Broadcasting complaints significantly increased from 44,287 in the 4 th quarter to 275,257 in the 1 st quarter. The biggest increase occurred in the Obscenity/ Indecency/ Profanity category, from 44,109 to 275,131. Cable and Satellite Services complaints increased from 225 in the 4 th quarter to 290 in 1 st quarter. There were increases in each of the categories, except Cable Modem Service Issues. There was a decline in the number of Wireless inquiries received during the 1 st quarter as they fell from 9,246 in the 4 th quarter to 7,130 in the 1 st quarter. Commercial License Issues replaced Tower Issues as one of the top Wireless inquiry categories this quarter. Wireline inquiries increased from 27,549 in the 4 th quarter to 31,231 in the 1 st quarter. Radio and Television Broadcasting inquiry receipts increased from 3,390 in the 4 th quarter to 4, 238 in the 1 st quarter. Cable and Satellite Services inquiries increased from 3,953 in the 4 th quarter to 4, 189 in 1 st quarter. There were increases in each of the top categories, except Service- Related 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 January 1, 2006 to March 31, 2006. 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 January February March Quarter Total 37 27 18 82 25 24 29 78 10 12 12 34 13 7 8 28 24 19 25 68 109 89 92 290 January February March Quarter Total 18 26 8 52 Programming - General Criticism 18 14 15 47 1,739 138, 527 134,865 275,131 23 2 2 27 1,798 138, 569 134,890 275, 257 January February March Quarter Total 898 747 795 2, 440 196 176 182 554 213 205 204 622 103 98 115 316 245 207 232 684 1,655 1, 433 1,528 4, 616 January February March Quarter Total 831 785 894 2, 510 275 249 232 756 160 99 108 367 1,926 2, 054 1,366 5, 346 6,204 4, 696 3,479 14,379 9,396 7, 883 6,079 23,358 NOTES: (1) See attachment for brief description of subject categories. the company involved. complaints or inquiries received during this period. The data within this report account for statistics at the national level as reported to the Commission, and therefore are Programming - Obscenity/ Indecency/ Profanity** Summary of Top Consumer Complaint* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) First Quarter - Calendar Year 2006 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 obscenity/ indecency/ profanity during specific programs are forwarded to the Enforcement Telephone Consumer Protection Act - Unsolicited Fax Wireless Telecommunications Billing & Rates Telephone Consumer Protection Act - Other Issues insufficient to constitute actionable complaints. not necessarily indicative of corresponding state or local trends. The report does not reflect the overall "total" of 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 10 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints First Quarter - Calendar Year 2006 0 5 10 15 20 25 30 35 40 N u m b e r o f C o m p l a i n t s Accessibility Issues 37 27 18 Billing & Rates 25 24 29 Cable Modem Service 10 12 12 Programming Issues 13 7 8 Service Related Issues 24 19 25 January February March 10 11 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints First Quarter - Calendar Year 2006 0 10 20 30 40 50 60 70 80 90 100 N u m b e r o f C o m p l a i n t s Accessibility Issues 18 26 8 Programming - General Criticism 18 14 15 Programming - Obscenity/ Indecency/ Profanity** 1,739 138,527 134, 865 Other Programming Issues 23 2 2 January February March 11 12 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints First Quarter - Calendar Year 2006 0 100 200 300 400 500 600 700 800 900 1,000 Numb er of Comp lain t s Billing & Rates 898 747 795 Carrier Marketing & Advertising 196 176 182 Contract - Early Termination 213 205 204 Equipment 103 98 115 Service Quality 245 207 232 January February March 12 13 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints First Quarter - Calendar Year 2006 0 200 400 600 800 1,000 1,200 Nu mber o f Co mplaint s Billing & Rates 831 785 894 Service Quality 275 249 232 Slamming 160 99 108 Telephone Consumer Protection Act - Other Issues 1,926 2, 054 1, 366 Telephone Consumer Protection Act - Unsolicited Fax 6,204 4, 696 3, 479 January February March 13 14 January February March Quarter Total 155 208 226 589 192 133 148 473 Satellite Home Viewer Improvement Act Issues 216 184 166 566 Satellite Issues 384 339 389 1112 Service- Related Issues 565 407 477 1,449 1,512 1,271 1,406 4,189 January February March Quarter Total Accessibility Isues 268 131 122 521 Commercial Advertisement Issues 157 128 122 407 General Broadcast Information 178 156 162 496 How to Start Broadcast Station 140 120 142 402 677 864 871 2,412 1,420 1,399 1,419 4,238 January February March Quarter Total 567 280 506 1,353 155 147 147 449 1,495 347 1,335 3,177 653 514 568 1,735 188 76 152 416 3,058 1,364 2,708 7,130 January February March Quarter Total 906 613 951 2,470 1,493 523 1,494 3,510 1,953 982 1,668 4,603 4,926 3,282 4,530 12,738 3,882 2,514 1,514 7,910 13,160 7,914 10,157 31,231 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. The report does not reflect the overall "total" of complaints or inquiries received during this period. Commercial Radio License 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) First Quarter - Calendar Year 2006 Amateur License Wireless Telecommunications Totals Programming & Content Totals Cable & Satellite Services Telephone Consumer Protection Act - Other Issues Totals Over the Air Reception Device Issues Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act - Unsolicited Fax Slamming Cramming 14 15 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries First Quarter - Calendar Year 2006 0 100 200 300 400 500 N u m b e r o f I n q u i r i e s Over the Air Reception Device Issues 155 208 226 Programming Issues 192 133 148 Satellite Home Viewer Improvement Act Issues 216 184 166 Satellite Issues 384 339 389 Service- Related Issues 565 407 477 January February March 15 16 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries First Quarter - Calendar Year 2006 0 100 200 300 400 500 600 700 800 900 1000 N u m b e r o f I n q u i r i e s Accessibility Isues 268 131 122 Commercial Advertisement Issues 157 128 122 General Broadcast Information 178 156 162 How to Start Broadcast Station 140 120 142 Programming & Content 677 864 871 January February March 16 17 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries First Quarter - Calendar Year 2006 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 567 280 506 Commercial Radio License 155 147 147 Electrical Interference 1,495 347 1,335 General Mobile Radio Service License 653 514 568 Land Mobile License 188 76 152 January February March 17 18 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries First Quarter - Calendar Year 2006 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 906 613 951 Cramming 1,493 523 1, 494 Slamming 1,953 982 1, 668 Telephone Consumer Protection Act - Other Issues 4,926 3, 282 4, 530 Telephone Consumer Protection Act - Unsolicited Fax 3,882 2, 514 1, 514 January February March 18