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.
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