Consumer

352 views
331 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
352
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Consumer

  1. 1. Consumer & Governmental Affairs Bureau January 15, 2004
  2. 2. • Increase legal and Intergovernmental Affairs outreach staffs • Expand outreach to underserved stakeholders (e.g. people with disabilities, rural communities) • Continue to modernize CGB technology infrastructure • Enhance CGB policy focus • Ensure that all Voices are Heard 2
  3. 3. 3 – Broadband – Competition – Media – Homeland Security – Spectrum – Modernizing the FCC
  4. 4. – Forged partnership with Appalachian Regional Commission to bring advanced services to rural Appalachian communities. – Showcased how broadband links the University of Virginia’s Medical Center to rural health care facilities. – Facilitated discussion of broadband issues by the FCC’s Consumer Advisory Committee. 4
  5. 5. • Balance consumers’ privacy rights with telemarketers’ telemarketing rights. • Over 55 million consumers have registered since July 2003. • For 2004 CGB will continue to work on the TCPA docket to update and enhance the telemarketing and unsolicited fax rules. 5 “…a tool that will help ensure that telemarketers respect the privacy of our nation’s citizens.” ~ President George W. Bush ~
  6. 6. • Revised rules to allow further consumer protections. • Eliminated Form 478 to alleviate burdens on carriers. • Provided a consumer mechanism for recourse. 6
  7. 7. Complaints Closed Orders Released 500 1,527 0 200 400 600 800 1,000 1,200 1,400 1,600 Dec. 2002 Dec. 2003 An increase of nearly 300% over last year totals. 4,602 6,232 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 Dec. 2002 Dec. 2003 35.4% more than the number tallied at the same time last year. 7
  8. 8. • Electronic filing initiatives contributed to about a 10% increase in the average speed of disposal for informal complaints and inquiries. • Modest backlog in 2003 of 161 informal complaints. – The National Do-Not-Call and Wireless Local Number Portability complaints nearly doubled monthly complaint activity from 7,585 in the 3rd quarter to 13,808 in the 4th quarter. 7,585 13,808 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 3rd Quarter 4th Quarter Complaints Volume 8
  9. 9. Taking the “government to the people” DC VirginiaCalifornia National Consumer Protection Week Broadcast Ownership En Banc Hearing DC Office of People’s Counsel Meeting Texas Nat’l Council of La Raza Florida Penn. Be “Utility Wise” Day DTV panel participation at NACAA Fall Consumer Conference N. Carolina Localism Hearing IL Presentation & Exhibit, AARP Convention Consumer Forum Nevada New York Federal Asian Pacific Conference Exhibit at World Congress on Disabilities 9a
  10. 10. Rural Lands of Opportunity 50th Annual Meeting of the Affiliated Tribes of Northwest Indians (ATNI) Cheyenne River Sioux Reservation Tribal Visit 9b United South & Eastern Tribes Annual Impact Week Meeting National Congress of American Indians 59th Annual Session DC Nevada Oregon New Mexico California Alaska Arizona North Dakota South Dakota Affiliated Tribes of Northwest Indians Winter Conference Nat’l Historic Preservation Act Conference Host meeting for National Congress of American Indian Executives and NCAI Telecommunications Subcommittee Southern California Tribal Chairman’s Assoc. 60th Annual Session of the National Congress of American Indians Fort Mojave Indian Reservation Tribal Visit Navajo Nation Tribal Visit Hopi Tribal Visit Taos Pueblo Consultation Indian Telecommunications Initiative Regional Workshop Standing Rock Sioux Reservation Tribal Visit Alaska Rural Development Council Conference Omaha Tribe of Nebraska Tribal Visit Nebraska Virginia University of Virginia Telemedicine Demonstration
  11. 11. • Solicited input from: • Consumers • State, Local, and Tribal governments – Development of VoIP – Development of FCC policies • Industry 10
  12. 12. 11
  13. 13. 12
  14. 14. 13a • Provided leadership in protecting and restoring the nation’s communications infrastructure and facilities in emergency situations. • Partnered with WTB and the National Governors Association to bring together state E911 experts to identify cooperative strategies to facilitate E911 deployment. • Coordinated with NARUC’s Critical Infrastructure Committee to identify opportunities to facilitate dialogue on homeland security issues. • Worked to ensure that persons with hearing and speech disabilities have access to telecommunications services during time of local, national, or international crisis.
  15. 15. 13b
  16. 16. • Updated & strengthened Telecommunications Relay Services (TRS) rules. • Coordinated with the Wireless Telecommunications Bureau on Hearing Aid Compatibility rules for wireless telephones. • Comprehensive review of the TRS provider data resulted in significant reduction of Video Relay Service reimbursement rate and savings of millions of dollars for U.S. telecommunications rate payers. 14
  17. 17. • Amended Commission’s Rules to Implement Section 504 of the Rehabilitation Act of 1973. • Created The Federal Communications Commission Section 504 Programs & Activities Accessibility Handbook. • Held training on current topics for FCC Consumer Centers. • Designed a Consumer Affairs and Outreach curriculum for the FCC University. • Conducted CLE training and presentations on TCPA for DC Bar, FCBA, the Women’s Bar Association 15
  18. 18. 16 * One fourth of FCC’s filings were made through ECFS Express in FY’03. • ECFS Express ~ 7,343 Filings • ECFS Internet ~ 18,078 Filings • E-mail ~ 440 Filings • Paper scanning ~ 9,987 Filings (Feb. 1 – Dec. 31, 2003)
  19. 19. 17 15,400 Emails 3,350 Internet Filings 72,500 Telephone Calls Electronic Complaint Service System Now open to any carrier regardless of size
  20. 20. • Consumer Information and Management System (CIMS) will improve efficiency of processing and tracking consumer inquiries and complaints. • Improvements in CGB’s IVR and Web-based systems. – Nearly 36,000 consumers (per month) were able to access information. – Allows staff more time to analyze and resolve complaints. 18
  21. 21. • Enhanced policy focus: – TRS – TCPA – HAC – Wireless Spam • Outreach: – Broadband – Disability Community – Indian Tribes – Seniors – Rural Communities • Taking profit out of Slamming • Enhance consumer experience: – Consumer Centers – Web Portals – Fact Sheets • Increase slamming adjudications • Eliminate backlog: – Informal Complaints • Increase training: – 504 Handbook – Tribal Training – Professional Development 19

×