CONSUMER ADVISORY COMMITTEE

Summary of CAC Recommendations 2002-2004

1. TCPA:

Committee urged the Commission to take steps to insure that our telemarketing rules would be consistent and uniform viz-a-viz similar rules of other agencies. (CAC adopted 11/02; filed CG Docket No. 02- 278, CC Docket No. 92-90)

2. Broadband/DTV:

A. As new services, like Voice Over Internet Protocol (VOIP), blur the legal distinctions between communications services, it is important to identify consumer protections that may be critical in this changing communications market. CAC applauded Chairman Powell's stated agenda for the VOIP Forum and NPRM to "explore the best means to achieve important health, safety and welfare policy objectives such as E911, universal service and homeland security. CAC also urged the Commission to pay close attention to the additional issue of access for people with disabilities. (CAC adopted 11/03; filed in docket Nos. 02-33, 02-52, and 03-104)

B. DTV outreach-Recommended the convening of a high profile panel to examine consumer concerns similar to the industry panel convened in October of 2004; recommended that DTV website and educational parterials should be accessible to people with disabilities, non-English speakers and to those with low literacy skills; include on DTV outreach site public notices and regulations regarding captioning requirements; recommend CAC input concerning consumer tip sheets prior to mass printing and distribution, and recommend captioning and video description on equipment at retail points of sale. CAC also urged the Commission to consider such issues as financial hardship associated with transition, nomenclature confusion, compatibility with recording devices, accessibility for people with disabilities, transmission of emergency information, and the variations consumers will experience as they receive DTV through various platforms. (CAC adopted 11/04)

3. Consumer Education, Outreach, and Complaints:

A. Outreach--CAC recommended that the Commission institute procedures and allocate required resources to expand its continuing outreach efforts to consumers regarding the complaint process. Specifically, the Committee suggested outreach vehicles such as libraries, conference calls and webcasts targeted to specific audiences, PSA campaigns, and distribution of fact sheets through libraries and schools in multiple languages. (CAC adopted 11/03; transmitted to Louis Sigalos, Chief of the Consumer Affairs and Outreach Division.)

B. Reporting of consumer complaints and inquiries-CAC recommended that the top five categories of consumer complaints and inquiries currently reported by the FCC should be expanded; Recommend establishment of training and audit procedures to insure that all informal complaints are properly coded by FCC's call centers; establish a process to insure that input received during outreach activities will be reflected in the quarterly report of complaints and inquiries, and FCC should make the full range of categories, numbers and data available through the FOIA process and should educate consumers about how to obtain such information through the FOIA process. (CAC adopted 11/04)

4. TRS/VRS:

CAC recommended a coordinated public information and outreach effort for TRS; the creation of a national advisory board to oversee such an effort, and that a TRS national outreach campaign should be funded by monies approved by the FCC in whatever capacity it deems appropriate whether that be the Interstate TRS Fund or another mechanism within the realm of responsibility of the FCC. The Committee also recommended that the Commission convene a VRS (video relay services) forum to examine a myriad of issues surrounding this new and exciting technology. CAC also recommended priority status for TRS call centers during emergencies. (CAC adopted 11/03; filed in docket No. 03-123.)

5. Modernizing the FCC:

Consistent with Department of Justice guidelines, establish and regularly update quality controls, policies, methods and procedures to ensure that as the FCC site changes it remains accessible to people with disabilities.

• Focus special attention on the Electronic Comment Filing System, ECFS Express, the complaint form and areas that encourage public involvement.

• Follow the Access Board/WAI guidelines for Web access and, as part of the quality controls, review the site with community organizations or companies that specialize in Web accessibility for people with disabilities.

• Ensure adequate resources are allocated to make modifications needed in order to comply with Section 508 requirements.

• Improve the "search" functionality and usability of the Electronic Comment Filing System, ECFS Express, complaint form and E-DOCS systems.

• Develop voluntary guidelines for comment submissions that will improve accessibility to people with disabilities and reduce conversion cost for FCC staff as well as improve the ability of the public to more effectively "search" public comments and documents converted to electronic formats by the Commission.

• To reduce cost to the FCC, research and, as appropriate, adopt automated tools that convert PDF files into other formats.

• Add streaming video of various events - live and archived - to the Commission's Website and add captions to those clips as needed.

• Develop an action plan that will make the FCC Website more usable for people over 50 and for those for whom English is a second language.

• Review the site for cultural sensitivity.

• Compile and disseminate a list of "best practices" that have been developed or noted by the Consumer and Government Affairs Bureau or others inside and outside the FCC for outreach to diverse communities using high-tech and low-tech means.

• Provide training opportunities for FCC personnel to ensure that expertise is developed and maintained at the Commission regarding the telecommunication needs of diverse populations including but not limited to individuals with disabilities, seniors and those living in rural lands or tribal areas.

• Make the public aware of the work the FCC has done and is doing to ensure that information, provided in electronic formats, reaches those who do not have access to computers, efforts to make telecommunications available to populations that have historically been underrepresented in use or availability of technology and to comply with Section 508 requirements.

• Expand the "Parents Place" to include information about captioning for literacy and for children and parents with hearing disabilities. (CAC adopted 03/04; transmitted to Rosalind Singleton, Sec. 508 Officer and Louis Sigalos, Chief Consumer Affairs and Outreach Division)

6. Homeland Security:

CAC encouraged transmission of emergency information via open captioning and main channel audio announcements; encouraged dialog between service providers and equipment manufacturers regarding the availability of telecommunication relay services and text messages during emergencies; encouraged the FCC and the Department of Homeland Security to incorporate in hazard alert systems access by people with disabilities and non-English speakers; encouraged the FCC's continued participation in the Interagency Coordinating Council on Emergency Preparedness and Individuals with Disabilities and requested regular reports of progress by the Council's FCC representative to CGB and CAC; urged FCC and other Federal agencies to allocate funds to insure access to all Americans including people with disabilities, non-English speakers, and those living in rural areas. (CAC adopted 11/04)

7. Rechartering of AC:

CAC recommended that the committee should be rechartered for another two year term. (CAC adopted 11/04)