*Pages 1--18 from Microsoft Word - 33665* 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 20, 2003 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 the report on the inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the third quarter of calendar year 2003. Complaint activity increased within all major areas except Cable during the third quarter. The largest increase occurred within Radio & Broadcasting. A total of 19,920 Indecency and Obscenity complaints were received during the quarter. Complaint activity was higher in all five top Wireless categories, with the largest percentage increases coming from the Service Quality and Equipment categories. In total, Wireless complaint volume rose from 3,901 last quarter to 4,825 this quarter. Wireline complaints edged up from 10,418 to 11,093 due to a rise in Telephone Consumer Protection Act (TCPA) complaints. By contrast, Cramming complaints fell by more than half during the quarter, tempering the increase in composite Wireline complaints. Cable complaints slipped from 273 to 253 during the third quarter as increases in Billing & Rates and Disability complaints were outstripped by a decline in Service- Related complaints. Meanwhile, inquiry activity fell in all major areas during the third quarter. Radio & Television Broadcasting inquiries fell the most, dropping from 6,014 to 3,244. Wireless inquiries dropped from 13,983 to 11,828 due largely to sharp declines in Electrical Interference and Amateur License inquiries. Slamming and Cramming accounted for most of the decrease in Wireline inquiries, which fell from 50,249 to 44,550 during the third quarter. Cable inquiries eased from 4,818 to 4,474, with most of the decline coming from the Over the Air Reception Device (OTARD) category. The Commission receives many 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 at issue. - FCC - CGB contact: Thomas Wyatt at (202) 418- 1400. 1 REPORT ON INFORMAL CONSUMER INQUIRIES AND COMPLAINTS 3rd Quarter Calendar Year 2003 Executive Summary This report tracks consumer inquiries and complaints processed by the Consumer & Governmental Affairs Bureau (CGB) during the 3rd quarter of calendar year 2003. 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. Complaint activity increased within all major areas except Cable during the third quarter. The largest increase occurred within Radio & Broadcasting. A total of 19,920 Indecency and Obscenity complaints were received during the quarter. Complaint activity was higher in all five top Wireless categories, with the largest percentage increases coming from the Service Quality and Equipment categories. In total, Wireless complaint volume rose from 3,901 last quarter to 4,825 this quarter. Wireline complaints edged up from 10,418 to 11,093 due to a rise in Telephone Consumer Protection Act (TCPA) complaints. By contrast, Cramming complaints fell by more than half during the quarter, tempering the increase in composite Wireline complaints. Cable complaints slipped from 273 to 253 during the third quarter as increases in Billing & Rates and Disability complaints were outstripped by a decline in Service- Related complaints. Meanwhile, inquiry activity fell in all major areas during the third quarter. Radio & Television Broadcasting inquiries fell the most, dropping from 6,014 to 3,244. Wireless inquiries dropped from 13,983 to 11,828 due largely to sharp declines in Electrical Interference and Amateur License inquiries. Slamming and Cramming accounted for most of the decrease in Wireline inquiries, which fell from 50,249 to 44,550 during the third quarter. Cable inquiries eased from 4,818 to 4,474, with most of the decline coming from the Over the Air Reception Device (OTARD) category. The Commission receives many 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 at issue. 1 The data reported reflect the complaints and inquiries recorded in CGB’s automated tracking systems for the period July 1, 2003 to September 30, 2003. 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 Top Consumer Issues – Subject Category Reference Guide CABLE SERVICES Billing & Rates: Complaints/ inquiries concerning billing matters and the rates charged for cable programming service (or expanded basic) tier on a cable system Cable Modem Service: Complaints/ inquiries about the availability or quality of cable modem service. Disability Issues: Complaints/ inquiries regarding video description, closed captioning, and emergency access to video programming. 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 Issues: Complaints/ inquiries regarding satellite issues. Satellite Home Viewer Improvement Act (SHVIA) Issues: Complaints/ inquiries concerning satellite carriers provision of television broadcast (including distant or national) programming to subscribers. Service Related Issues: Complaints/ inquiries about the quality of service provided by cable operators. RADIO & TELEVISION BROADCASTING Disability Issues: Complaints/ inquiries regarding video description, closed captioning, and emergency access to video programming. 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 Broadcast Information: Inquiries regarding low power TV and low power radio Media Ownership & Policy: Inquiries regarding media ownership and its policy. 3 July August September Quarter Total 33 23 16 72 13 13 6 32 9 118 28 23 8 5 36 50 14 21 85 128 69 56 253 July August September Quarter Total 7 8 7 22 1 1 0 2 Programming - General Criticism 16 17 34 67 5,552 8, 876 5,492 19,920 41 30 21 92 5,617 8,932 5,554 20,103 July August September Quarter Total 844 794 1, 028 2,666 152 178 254 584 184 215 266 665 86 78 99 263 179 205 263 647 1,445 1, 470 1,910 4, 825 July August September Quarter Total 1,373 1, 548 1,245 4, 166 209 263 204 676 108 123 97 328 484 449 534 1,467 1,511 1, 523 1,422 4, 456 3,685 3, 906 3,502 11,093 NOTES: (1) See attachment for brief description of subject categories. not necessarily indicative of corresponding state or local trends. 19, 847 involved multiple, and in many cases, identical complaints against two separate programs. Totals as complaints received separately by EB. Of the 19, 920 indecency complaints, the Enforcement Bureau received 63, while * A complaint is defined as a communication received at CGB's consumer centers 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 numbers reported in this category include complaints forwarded to EB as well ** Complaints regarding alleged indecency/ obscenity during specific broadcasts are forwarded to the Enforcement Telephone Consumer Protection Act Wireless Telecommunications Billing & Rates Carrier Marketing & Advertising Totals Disability Issues Cramming Slamming Wireline Telecommunications Carrier Marketing & Advertising Service Quality Totals Equipment Contract - Early Termination Billing & Rates Programming Issues Other Programming Issues Loud Commercial 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 2003 Service Related Issues Totals Disability Issues Billing & Rates Cable Services 9 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Complaints Third Quarter - Calendar Year 2003 0 10 20 30 40 50 60 N u m b e r o f C o m p l a i n t s Billing & Rates 33 23 16 Disability Issues 9 118 Programming Issues 23 8 5 Cable Modem Service 13 13 6 Service Related Issues 50 14 21 July August September 10 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Consumer Complaints Third Quarter - Calendar Year 2003 0 5 10 15 20 25 30 35 40 45 50 N u m b er o f C o m p la in t s Disability Issues 7 87 Programming - General Criticism 16 17 34 Programming - Indecency/ Obscenity** 5, 552 8,876 5,492 Loud Commercial 1 10 Other Programming Issues 41 30 21 July August September 11 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Complaints Third Quarter - Calendar Year 2003 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 844 794 1,028 Carrier Marketing & Advertising 152 178 254 Contract - Early Termination 184 215 266 Equipment 86 78 99 Service Quality 179 205 263 July August September 12 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Complaints Third Quarter - Calendar Year 2003 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 1,373 1, 548 1,245 Carrier Marketing & Advertising 209 263 204 Cramming 108 123 97 Slamming 484 449 534 Telephone Consumer Protection Act 1,511 1, 523 1,422 July August September 13 July August September Quarter Total 146 97 140 383 330 270 263 863 212 152 185 549 227 183 207 617 Service- Related Issues 765 610 687 2, 062 1,680 1, 312 1,482 4, 474 July August September Quarter Total General Broadcast Information 210 175 234 619 How to Start Broadcast Station 202 158 175 535 Low Power Broadcast Information 167 154 199 520 Political Programming 50 81 89 220 430 397 523 1, 350 1,059 965 1,220 3, 244 July August September Quarter Total 614 516 448 1, 578 1,286 1, 138 880 3, 304 1,630 1, 473 1,068 4, 171 773 686 551 2, 010 301 261 203 765 4,604 4, 074 3,150 11,828 July August September Quarter Total 2,330 2, 005 1,667 6, 002 119 113 79 311 3,740 3, 530 2,424 9, 694 8,000 7, 510 5,944 21,454 2,094 2, 685 2,310 7, 089 16, 283 15, 843 12, 424 44, 550 NOTES: * An inquiry is defined as a correspondence received at CGB's consumer centers 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. Billing & Rates Cable Services Totals Satellite Home Viewer Improvement Act Over the Air Reception Device Issues Radio & Television Broadcasting Totals Wireline Telecommunications Telephone Consumer Protection Act Slamming Cramming Calling Cards Billing & Rates Electrical Interference General Mobile Radio Service License Land Mobile License Summary of Top Consumer Inquiry* Subjects Processed by the FCC's Consumer & Governmental Affairs Bureau (CGB) Third Quarter - Calendar Year 2003 Amateur License Wireless Telecommunications Totals Programming & Content Totals Satellite Issues Billing & Rates 14 Consumer & Governmental Affairs Bureau Top Cable Service Consumer Inquiries Third Quarter - Calendar Year 2003 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 Over the Air Reception Device Issues 330 270 263 Satellite Home Viewer Improvement Act 212 152 185 Billing & Rates 146 97 140 Satellite Issues 227 183 207 Service- Related Issues 765 610 687 July August September 15 Consumer & Governmental Affairs Bureau Top Radio & Television Broadcasting Inquiries Third Quarter - Calendar Year 2003 0 100 200 300 400 500 600 N u m b e r o f I n q u i r i e s General Broadcast Information 210 175 234 How to Start Broadcast Station 202 158 175 Low Power Broadcast Information 167 154 199 Political Programming 50 81 89 Programming & Content 430 397 523 July August September 16 Consumer & Governmental Affairs Bureau Top Wireless Telecommunications Consumer Inquiries Third Quarter - Calendar Year 2003 0 150 300 450 600 750 900 1,050 1,200 1,350 1,500 1,650 1,800 N u m b e r o f I n q u i r i e s Amateur License 614 516 448 Billing & Rates 1,286 1, 138 880 Electrical Interference 1, 630 1, 473 1,068 General Mobile Radio Service License 773 686 551 Land Mobile License 301 261 203 July August September 17 Consumer & Governmental Affairs Bureau Top Wireline Telecommunications Consumer Inquiries Third Quarter - Calendar Year 2003 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 N u m b e r o f I n q u i r i e s Billing & Rates 2,330 2, 005 1,667 Calling Cards 119 113 79 Cramming 3,740 3, 530 2,424 Slamming 8,000 7, 510 5,944 Telephone Consumer Protection Act 2,094 2, 685 2,310 July August September 18