GREG WALDEN, OREGON FRANK PALLONE, JR., NEW JER SEY CHAIRMAN RANKING M EMBER ONE HUNDRED FIFTEENTH CONGRESS C!Congregg of tbe Wntteb ~tateg T!}ouse of l\epresentatibes COMMITTEE ON ENERGY AND COMMERCE 548 2125 R AYBURN H o u sE OFFICE Bu1LD1NG W ASHINGTON, DC 20515-6115 Majority (202) 225- 2927 Minority (202) 225-3641 July 10, 2018 The Honorable Ajit V. Pai Chairman Federal Communications Commission 445 12th Street SW Washington, DC 20554 Dear Chairman Pai: We are deeply concerned that the Federal Communications Commission (FCC) is poised to adopt a rule that would eliminate the agency's traditional and imp011ant role of helping consumers in the informal complaint process. 1 Too often, consumers wronged by communications companies face unending corporate bureaucracy instead of quick, meaningful resolutions. Historically, FCC staff has reviewed responses to informal complaints and, where merited, urged companies to address any service problems. Creating a rule that directs FCC staff to simply pass consumers' informal complaints on to the company and then to advise consumers that they file a $225 fo1mal complaint if not satisfied ignores the core mission of the FCC - working in the public interest.2 At a time when consumers are highly dissatisfied with their communications companies, this abrupt change in policy troubles us. 3 As the chief communications regulator, the FCC plays a critical role in ensuring consumers- including families, small businesses, and struggling Americans-get fair and honest treatment from their service providers. We have all heard countless stories of consumers complaining to the FCC about waiting months to have an erroneous charge removed from their bill or for a refund for a service they never ordered or 1 Federal Communications Commission, Amendment ofProcedural Rules Governing Formal Complaint Proceedings Delegated to the Enforcement Bureau, Report and Order, EB Docket 17-245, FCC 18-XXX. 2 Id. at note 14. 3 See, e.g. , Consumer Satisfaction with Cable, Internet Service Providers Drops Again, The Motley Fool (May 24, 2018); Customer Dissatisfaction with Mobile Carriers Runs High: Capgemini, eWeek (May 11, 2016). The Honorable Ajit V. Pai July 10, 20 18 Page 2 about accessibility services that are not working. Oftentimes these issues are corrected for consumers as a result of the FCC's advocacy on their behalf. We worry that the proposed change signals that the FCC no longer intends to play this role, and will instead simply tell consumers with limited means and time that they need to start an expensive and complicated formal legal process. Such an outcome is neither compelled by statute nor a wise public policy decision. Therefore, we urge you to reconsider this rule revision before the vote on July 12, consistent with applicable law and regulation. If you have any questions regarding this matter, please contact Gerald Leverich of the Democratic Committee staff at (202) 225-3641. Sincerely, ~~Pa~f Mike Doyle Ranking Member Ranking Member Subcommittee on Communications and Technology