CGB Offices

The Consumer & Governmental Affairs Bureau (CGB) develops and implements the Commission’s consumer policies, including disability access. We serve as the public face of the Commission through outreach and education, as well as through our Consumer Center, which is responsible for responding to consumer inquiries and complaints. CGB also maintains collaborative partnerships with state, local, and tribal governments in such critical areas as emergency preparedness and implementation of new technologies.

The Reference Information Center serves as the official FCC records custodian for designated records, including intake processing, organization and file maintenance, reference services, retirement and retrieval of records; maintains manual and computerized files that provide for the public inspection of public record materials concerning Broadcast Ownership, AM/FM, TV Translators, FM Translators, Cable TV, Wireless, Auction, Common Carrier Tariff matters, International Space Station files, Earth Station files, DBS files, and other miscellaneous international files. Also, the center maintains for public inspection, Time Brokerage and Affiliation Agreements, court citation files, and legislative histories concerning telecommunications dockets. It provides the public and the Commission staff prompt access to manual and computerized records and filing systems.

The Office of Intergovernmental Affairs provides outreach to state, local, and tribal governments, and other federal regulatory agencies, as well as organizations representing those constituencies, for the purpose of fostering an excellent understanding of FCC programs, policies, rules and decisions, a beneficial and ongoing two-way exchange of information and communications on telecommunications issues of common interest, and cooperation and coordination in areas of overlapping jurisdiction. IGA attends and participates in conferences, educational seminars, and consumer and industry meetings to facilitate a dialogue on telecommunications issues and the Commission's rules, policies, programs and plans. In addition to ongoing intergovernmental affairs outreach, IGA is responsible for overseeing the work and activities of the Commission's Intergovernmental Advisory Committee (IAC); designing and implementing the Commission's Indian Telecommunications Initiatives (ITI); providing staff support to the Federal/State Joint Conference on Advanced Telecommunications Services; and ad hoc special projects.

The Disability Rights Office (DRO) addresses disability-related telecommunications matters, including telecommunications relay service (TRS) (Section 225), access to telecommunications equipment and services by persons with disabilities (Section 255), access to emergency information, and closed captioning. DRO also provides expert advice and assistance, as required, to other Bureaus and Offices, consumers, industry, and others on issues relevant to persons with disabilities. DRO initiates rulemakings, where appropriate, for the development of disability policy; reviews relevant agenda items and other documents and coordinates with Bureaus and Offices to develop recommendations and propose policies to ensure that communications are accessible to persons with disabilities, in conformance with existing disability laws and policies, and that they support the Commission's goal of increasing accessibility of communications services and technologies for persons with disabilities.

Disability Rights Web Site

The Consumer Policy Division is responsible for the development of consumer policy concerning Commission-regulated entities—common carrier, broadcast, wireless, satellite and cable companies—as well as other entities subject to the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and other statutes for which the FCC has authority. Through rulemakings and orders, and by commenting on proceedings originated by other Bureaus and Offices, the Division ensures that consumer interests are considered in all Commission policy-making initiatives. The Division is specifically tasked with issuing orders to resolve complaints about unauthorized changes in telecommunications providers (slamming); conducting rulemakings on slamming, truth-in-billing, telemarketing, and fax advertising; and monitoring informal inquiries and complaints to identify trends that affect consumers.

CGB Policy Division Page

The Consumer Inquiries and Complaints Division provides informal mediation and resolution of individual informal consumer inquiries and complaints consistent with controlling laws and FCC regulations, and in accordance with the Bureau's delegated authority. The Division receives, reviews and analyzes complaints and responses to informal consumer complaints; maintains manual and computerized files that provide for the tracking and maintenance of informal consumer inquiries and complaints; mediates and attempts to settle unresolved disputes in informal complaints as appropriate; and coordinates with other Bureaus and Offices to ensure that consumers are provided with accurate, up-to-date information.

Quarterly Reports on Consumer Inquiries and Complaints  |  File a Complaint

The Consumer Affairs and Outreach Division develops and implements consumer outreach and education policies, goals and objectives, and ensures that the Commission has the benefit of a wide spectrum of information and viewpoints in its decision-making processes. CAOD plans, develops and conducts consumer outreach and education initiatives to educate the public about important Commission regulatory programs. In coordination with other FCC Bureaus and Offices, CAOD establishes liaison(s) for information sharing purposes to assure there is coordination on all consumer outreach projects; ensures that alternative formats of Commission materials are available to Commission employees, Bureaus, Offices and members of the public; coordinates all sign language Interpreting requests for the Commission; is responsible for all Bureau Web pages, and in coordination with ORIM develops and maintains special databases for disseminating information and material to groups affected by Commission actions.