*Pages 1--10 from Microsoft Word - 59491.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: September 07, 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 top subject areas for inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the second quarter of calendar year 2006. Wireless complaints decreased from 4,616 in the 1 st quarter to 4,050 in the 2 nd quarter. Telephone Consumer Protection Act replaced Equipment as a one of the top Wireless categories this quarter. Wireline complaint receipts decreased from 23,358 to 15,753. The number of Radio and Television Broadcasting complaints decreased from 275,257 in the 1 st quarter to 53,352 in the 2 nd quarter. There was an increase in the number of Wireless inquiries received during the 2 nd quarter as they rose from 7,130 in the 1 st quarter to 9,296 in the 2 nd quarter. Billing and Rates, and Contract - Early Termination replaced Commercial License and Land Mobile Issues as one of the top Wireless inquiry categories this quarter. Wireline inquiries increased from 31,231 in the 1 st quarter to 35,324 in the 2 nd quarter. Radio and Television Broadcasting inquiry receipts decreased from 4,238 in the 1 st quarter to 3,390 in the 2 nd quarter. Low Power Issues replaced Accessibility Issues as one of the top Radio and Television Broadcasting inquiry categories this 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. CGB contact: Thomas Wyatt at (202) 418- 1400. - FCC - 1 2 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 2 nd Quarter Calendar Year 2006 Executive Summary This report tracks the top subject areas for consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) received during the 2 nd 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 4,616 in the 1 st quarter to 4,050 in the 2 nd quarter. Telephone Consumer Protection Act replaced Equipment as a one of the top Wireless categories this quarter. Wireline complaint receipts decreased from 23,358 to 15,753. The number of Radio and Television Broadcasting complaints decreased from 275,257 in the 1 st quarter to 53,352 in the 2 nd quarter. There was an increase in the number of Wireless inquiries received during the 2 nd quarter as they rose from 7,130 in the 1 st quarter to 9,296 in the 2 nd quarter. Billing and Rates, and Contract - Early Termination replaced Commercial License and Land Mobile Issues as one of the top Wireless inquiry categories this quarter. Wireline inquiries increased from 31,231 in the 1 st quarter to 35,324 in the 2 nd quarter. Radio and Television Broadcasting inquiry receipts decreased from 4,238 in the 1 st quarter to 3,390 in the 2 nd quarter. Low Power Issues replaced Accessibility Issues as one of the top Radio and Television Broadcasting inquiry categories this 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. 1 The data reported reflect the complaints and inquiries recorded in CGB’s automated tracking systems for the period April 1, 2006 to June 30, 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 April May June Quarter Total 7 5 2 14 16 32 25 73 13 35 19 67 28 42 91 161 11 37 36 84 75 151 173 399 April May June Quarter Total 31 6 4 41 Programming - General Criticism 164 100 198 462 11, 326 40, 000 741 52, 067 308 471 3 782 11, 829 40, 577 946 53, 352 April May June Quarter Total 561 683 722 1, 966 136 181 134 451 121 206 155 482 174 203 224 601 179 196 175 550 1, 171 1, 469 1,410 4, 050 April May June Quarter Total 658 879 744 2, 281 116 163 122 401 159 227 252 638 Telephone Consumer Protection Act - Other Issues 1,805 3, 455 1, 361 6, 621 1, 590 1, 370 2,852 5, 812 4, 328 6, 094 5,331 15, 753 NOTES: (1) See attachment for brief description of subject categories. the company involved. 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 ** Complaints regarding alleged indecency/ obscenity during specific programs are forwarded to the Enforcement Telephone Consumer Protection Act - Unsolicited Fax Wireless Telecommunications Billing & Rates Totals Accessibility Issues Cramming Service Quality Wireline Telecommunications Carrier Marketing & Advertising Telephone Consumer Protection Act Totals Service Quality 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) Second Quarter - Calendar Year 2006 Service Related Issues Totals Accessibility Issues Billing & Rates Cable & Satellite Services 9 April May June Quarter Total 214 210 199 623 233 187 115 535 Satellite Home Viewer Improvement Act Issues 187 147 102 436 Satellite Issues 307 676 292 1,275 Service- Related Issues 401 399 395 1,195 1,342 1,619 1,103 4,064 April May June Quarter Total Commercial Advertisement Issues 82 89 99 270 General Broadcast Information 125 154 181 460 How to Start Broadcast Station 95 110 102 307 Low Power Issues 126 103 109 338 871 667 477 2,015 1,299 1,123 968 3,390 April May June Quarter Total 380 623 528 1,531 Billing & Rates 553 931 398 1,882 1,203 1,338 1,283 3,824 Contract - Early Termination 124 255 112 491 425 553 590 1,568 2,685 3,700 2,911 9,296 April May June Quarter Total 945 1,368 785 3,098 1,345 1,773 1,177 4,295 1,602 1,621 1,678 4,901 Telephone Consumer Protection Act - Other Issues 4,396 6,063 6,475 16,934 1,482 3,323 1,291 6,096 9,770 14,148 11,406 35,324 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. General Mobile Radio Service License Billing & Rates Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Second Quarter - Calendar Year 2006 Amateur License Wireless Telecommunications Totals Programming & Content Cable & Satellite Services Totals Totals Over the Air Reception Device Issues Programming Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act - Unsolicited Fax Slamming Cramming Electrical Interference 10