![]() |
|
Consumer & Governmental Affairs Bureau |
![]() |
![]() |
![]() |
![]() |
FCC site map |
October
November
December
Quarter Total
Cable Services
Connections to Cable TV System 1 1 2
4 Over the Air Reception Device Issues
1
0
0
1
Programming Issues
3
0
0
3
Rates
3
2
0
5
Satellite Home Viewer Improvement Act
1
0
2
3
Totals
9
3
4
16
October
November
December
Quarter Total
Radio & Television Broadcasting
Programming - General Criticism
12
8
17
37
Programming -Indecency/Obscenity**
36
24
11
71
Programming - Religious
4
0
0
4
Other Programming Issues
16
0
0
16
Totals
68
32
28
128
October
November
December
Quarter Total
Wireless Telecommunications
Billing & Rates
569
399
355
1323
Carrier Marketing & Advertising
130
95
121
346
Contract - Early Termination
90
81
80
251
Cramming
16
15
6
37
Equipment
58
33
37
128
Service Quality
142
89
107
338
Totals
1005
712
706
2423
October
November
December
Quarter Total
Wireline Telecommunications
Billing & Rates
1954
759
875
3588
Carrier Marketing & Advertising
351
272
239
862
Cramming
331
112
151
594
Service Quality
140
121
129
390
Slamming
513
187
123
823
Telephone Consumer Protection Act
308
328
293
929
Totals
3597
1779
1810
7186
NOTES: (1) see attachment for brief description of subject categories.
* A complaint is defined as a communication received at CIB’s consumer centers either via letter, fax, e-mail or telephone from individuals who complain about the alleged unlawful actions or omissions of an entity regulated by the FCC. 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.
** Complaints regarding alleged indecency/obscenity during specific broadcasts are forwarded to the Enforcement Bureau for appropriate handling. The numbers reported in this category include complaints forwarded tot he Enforcement Bureau as well as complaints received separately by the Enforcement Bureau. Of the 71 complaints, 49 were referred to or received by the Enforcement Bureau.
Edited: February 4, 2002
Top Consumer Issues – Subject Category Reference Guide
CABLE SERVICES
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 selection of channels or programs to be distributed to subscribers.
RATES: Complaints/inquiries concerning the rates charged for cable programming service (or expanded basic) tier on a cable system
Satellite Home Viewer Improvement Act (SHVIA) Issues: Complaints/inquiries concerning satellite carrier provision of television broadcast (including distant or national) programming to subscribers
RADIO & TELEVISION BROADCASTING
Programming Issues
- : Complaints/inquiries regarding broadcast programs that allegedly contain indecent or obscene material
Indecency/Obscenity
- : Complaints/inquiries regarding abrupt changes in volume during transition from regular programming to commercials
Loud Commercials
- : Complaints/inquiries regarding religious programs
Religious
- : Complaints/inquiries regarding violence in programs
Violence
- : generalized concerns regarding the content of broadcast programs
General Content Criticism
WIRELESS TELECOMMUNICATIONS
Billing and Rates-Related – Includes the Following Subcategories:
Billing/Rates - Airtime Charges: Disputes regarding charges to subscriber for actual time spent talking on a wireless phone
Billing/Rates-Credit/Refunds/Adjustments: Disputes regarding credits, refunds, or bill adjustments
complaints/inquiries regarding surcharges and taxes appearing on a phone billBilling/Rates - Line Items:
Access Charge
E-911: Complaints/inquiries regarding provision of automatic location information and automatic number identification via a wireless phone used to contact a 911 call center.
Taxes:
Universal Service:
Billing/Rates – Recurring Charges: Disputes over recurring monthly charges that appear on a customer’s bill
Billing/Rates – Roaming Rates: Disputes about charges assessed to the subscriber for wireless calls made while roaming in another carrier’s territory
Billing/Rates – Rounding: Disputes/inquiries about the practice of rounding calls to a full minute
Billing/Rates – Service Plan Rate: Disputes/inquiries about the terms and conditions of service:
Activation Fee:
Off-Peak:
Optional Services:
Peak:
Prepaid Service:
Promo Plan:
Security Deposit:
Carrier Marketing & Advertising: Disputes/inquiries regarding advertising and marketing practices of carriers including alleged misrepresentations
Contract – Early Termination: Disputes/inquiries regarding termination of a subscriber’s service prior to end of specified contract term
Termination of Service by subscriber:
Termination of Service by carrier:
Cramming: Consumer complaints/inquiries about allegedly unauthorized, misleading, or deceptive charges appearing on a telephone bill
Equipment: Complaints/inquiries about telecommunications equipment used or purchased by a subscriber.
Faulty Equipment:
Stolen Equipment:
Service – Quality/Coverage: Disputes/inquiries regarding quality of service or the lack of coverage within a geographic area served by a wireless provider:
Dead Spots:
Dropped Calls:
Home Area Service:
Network Busy Signal:
Roaming Availability:
Roaming Service:
Service Interruption:
WIRELINE TELECOMMUNICATIONS
Billing and Rates-Related – Includes the Following Subcategories:
Billing/Rates Credit/Refunds/Adjustments: Disputes/inquiries about credits, refunds, or adjustments allegedly owed to the subscriber
Billing/Rates – Line Item: Complaints/inquiries about the line items appearing on telephone bills:
Access – Subscriber Line Charge
Access – Universal Service: questions regarding the FCC’s universal service fund-affordable access to basic telephone service for low income consumers, consumers in high-cost areas, schools, libraries, and rural health care facilities.
Interstate Directory Assistance: questions about charges assessed for access to directory assistance information
Taxes on Telephone Bill: questions about local, state, or federal taxes appearing on a telephone bill
Truth in Billing – No Service Provider ID: Disputes/inquiries about whether the name of the service provider and/or contact information for the service provider is easily identifiable on the bill
Truth in Billing – Bundled Charges: Disputes/inquiries about whether bills contain plain language description and breakdown of charges for each carrier when multiple carriers appear on the bill
Truth in Billing – No Payment Solution: Disputes/inquiries about whether a bill clearly distinguishes charges for which nonpayment will result in disconnection from those that will not result in disconnection
Billing/Rates – Rates: Miscellaneous disputes/inquiries about the rates and charges billed by telephone companies:
Casual Call Billing
Double Billing:
DSL Rate Problem: DSL promotion plan rates allegedly altered or unspecified to consumer
International Internet Dial-up
International Calls – Rates: international calls, rates and/or service that either originate or terminate in the U.S.
International 809# Billing:
900 Pay-Per-Call Billing: commercially provided interstate 900 number information or entertainment services
OSP Rates: rates charged for interstate calls placed from public phones
Rates for Interstate Telecommunications Services – Billing: disputes about interstate rates and charges
Billing/Rates – Recurring Charges: Disputed/inquiries about recurring charges that appear on a customer’s bill
Carrier Marketing & Advertising: Disputes/inquiries regarding the marketing and advertising practices of interexchange carriers
Service Quality: Complaints/inquiries regarding the quality of service provided by telephone companies:
DSL Service Inadequate
Interstate Telecommunications: poor call reception, service outage, service disconnects, or carrier’s failure to release telephone line (and no charges are associated)
Long Distance Service Treatment: inadequate customer service treatment by long distance carrier including, but not limited to, additional services being added without the consumer’s knowledge or approval, etc.
Slamming – Complaints/inquiries regarding the practice of changing a subscriber’s telecommunications service provider (or a calling plan) without the subscriber’s permission
International slam:
Local Service slammed: changing a subscriber’s local or regional intrastate long distance service without permission
Local and Long Distance slammed: changing a subscriber’s local and long distance service without permission
Long Distance slammed: changing a subscriber’s interstate telephone company service without permission
Slamming w/Problem LOA: changing a subscriber’s interstate telephone company based on fraudulent signed documents or illegal format, such as sweepstake.
Telephone Consumer Protection Act (TCPA): Complaints/inquiries regarding compliance with the TCPA:
Artificial or Prerecorded Message and/or ATDS
Do Not Call List Request Not Honored: no person or entity may initiate any telephone solicitation to a residential telephone subscriber-- unless such person or entity has instituted procedures for maintaining a list of persons who have requested not to receive telephone solicitations
Fax Complaint: unsolicited ("junk") faxes or the use of a computer or other device to send any messages via a telephone facsimile prohibited unless such message clearly contains the date and time it is sent and an identification of the business, other entity or individual sending the message
TCPA General Solicitations: Disputes/inquiries about the initiation of a call or message for the purpose of encouraging the purchase or rental of, or investment in property, goods, or services
Time of Day violation
Summary of Top Consumer Inquiry* Subjects
Processed by the FCC's Consumer Information Bureau (CIB)
Fourth Quarter - Calendar Year 2001
October |
November |
December |
Quarter Total |
|
Cable Services |
|
|||
Over the Air Reception Device Issues |
465 |
343 |
321 |
1129 |
Programming Issues |
171 |
182 |
155 |
508 |
Rates |
161 |
129 |
212 |
502 |
Satellite Home Viewer Improvement Act |
249 |
225 |
16 |
490 |
Service-Related Issues |
516 |
457 |
528 |
1501 |
Totals |
1562 |
1336 |
1232 |
4130 |
October |
November |
December |
Quarter Total |
|
Radio & Television Broadcasting |
|
|||
General Broadcast Information |
324 |
296 |
211 |
831 |
How to Start Broadcast Station |
210 |
159 |
164 |
533 |
Low Power Broadcast Information |
265 |
236 |
193 |
694 |
Madalyn M. O'Hair Religious Broadcast Rumor |
249 |
108 |
45 |
402 |
General Programming & Content |
525 |
1052 |
463 |
2040 |
Totals |
1573 |
1851 |
1076 |
4500 |
October |
November |
December |
Quarter Total |
|
Wireless Telecommunications |
|
|||
Billing & Rates |
916 |
912 |
890 |
2718 |
Carrier Marketing |
60 |
87 |
86 |
233 |
Contract - Early Termination |
117 |
162 |
140 |
419 |
Cramming |
12 |
21 |
16 |
49 |
Equipment |
47 |
53 |
44 |
144 |
Service Quality |
122 |
124 |
14 |
260 |
Totals |
1274 |
1359 |
1190 |
3823 |
October |
November |
December |
Quarter Total |
|
Wireline Telecommunications |
|
|||
Billing & Rates |
4781 |
3622 |
3972 |
12375 |
Carrier Marketing & Advertising |
171 |
211 |
143 |
525 |
Cramming |
1932 |
1257 |
1396 |
4585 |
Service Quality |
112 |
71 |
117 |
300 |
Slamming |
6074 |
4588 |
4820 |
15482 |
Telephone Consumer Protection Act |
2045 |
1542 |
1369 |
4956 |
Totals |
15115 |
11291 |
11817 |
38223 |
NOTES: |
* An inquiry is defined as a correspondence received at CIB's consumer centers either via letter, fax, email or telephone from |
individuals seeking information on matters under the FCC's jurisdiction. |
Edited: February 4, 2002
last reviewed/updated on 02/20/03 |
![]() |
| | Search | | | Updates | | | E-Filing | | | Initiatives | | | For Consumers | | | Find People |
![]() 445 12th Street SW Washington, DC 20554 More FCC Contact Information... |
|
|