*Pages 1--18 from  Microsoft Word - 33665*
 NEWS  Federal  Communications  Commission  445  12  th  Street,  S.  W.  Washington,  D.  C.  20554  This  is  an  unofficial  announcement  of  Commission  action.  Release  of  the  full  text  of  a  Commission  order  constitutes  official  action.  See  MCI  v.  FCC.  515  F  2d  385  (D.  C.  Circ  1974).  News  Media  Information  202  /  418-  0500  Internet:  http://  www.  fcc.  gov  TTY:  1-  888-  835-  5322 
 For  Immediate  Release:  News  Media  Contact:  November  20,  2003  Rosemary  Kimball  at  (202)  418-  0511 
 e-  mail:  rosemary.  kimball@  fcc.  gov 
 QUARTERLY  REPORT  ON  INFORMAL  CONSUMER  INQUIRIES  AND  COMPLAINTS  RELEASED 


 Washington,  DC    The  Commission  has  released  the  report  on  the  inquiries  and  complaints  processed  by  the  Consumer  &  Governmental  Affairs  Bureau  (CGB)  during  the  third 
 quarter  of  calendar  year  2003. 
 Complaint  activity  increased  within  all  major  areas  except  Cable  during  the  third  quarter.  The  largest  increase  occurred  within  Radio  &  Broadcasting.  A  total  of  19,920  Indecency  and 
 Obscenity  complaints  were  received  during  the  quarter.  Complaint  activity  was  higher  in  all  five  top  Wireless  categories,  with  the  largest  percentage  increases  coming  from  the  Service  Quality 
 and  Equipment  categories.  In  total,  Wireless  complaint  volume  rose  from  3,901  last  quarter  to  4,825  this  quarter.  Wireline  complaints  edged  up  from  10,418  to  11,093  due  to  a  rise  in 
 Telephone  Consumer  Protection  Act  (TCPA)  complaints.  By  contrast,  Cramming  complaints  fell  by  more  than  half  during  the  quarter,  tempering  the  increase  in  composite  Wireline 
 complaints.  Cable  complaints  slipped  from  273  to  253  during  the  third  quarter  as  increases  in  Billing  &  Rates  and  Disability  complaints  were  outstripped  by  a  decline  in  Service-  Related 
 complaints. 
 Meanwhile,  inquiry  activity  fell  in  all  major  areas  during  the  third  quarter.  Radio  &  Television  Broadcasting  inquiries  fell  the  most,  dropping  from  6,014  to  3,244.  Wireless 
 inquiries  dropped  from  13,983  to  11,828  due  largely  to  sharp  declines  in  Electrical  Interference  and  Amateur  License  inquiries.  Slamming  and  Cramming  accounted  for  most  of  the  decrease  in 
 Wireline  inquiries,  which  fell  from  50,249  to  44,550  during  the  third  quarter.  Cable  inquiries  eased  from  4,818  to  4,474,  with  most  of  the  decline  coming  from  the  Over  the  Air  Reception 
 Device  (OTARD)  category. 
 The  Commission  receives  many  informal  complaints  that  do  not  involve  violations  of  the  Communications  Act,  or  a  rule  or  order  of  the  Commission.  The  existence  of  a  complaint  does 
 not  necessarily  indicate  wrongdoing  by  the  company  at  issue. 
 -  FCC  - 
 CGB  contact:  Thomas  Wyatt  at  (202)  418-  1400. 
1
 REPORT  ON  INFORMAL  CONSUMER  INQUIRIES  AND  COMPLAINTS  3rd  Quarter  Calendar  Year  2003 
 Executive  Summary 
 This  report  tracks  consumer  inquiries  and  complaints  processed  by  the  Consumer  &  Governmental  Affairs  Bureau  (CGB)  during  the  3rd  quarter  of  calendar  year  2003.  1  Inquiries 
 are  defined  as  correspondence  or  communications  received  at  the  Commission  from  individuals  seeking  information  on  matters  under  the  FCCs  jurisdiction.  Informal  consumer  complaints  are 
 defined  as  a  communication  received  at  CGBs  consumer  centers  either  via  postal  mail,  fax,  email  or  telephone  from  or  on  behalf  of  an  individual  that:  (i)  identifies  a  particular  entity  under 
 the  FCCs  jurisdiction;  (ii)  alleges  harm  or  injury;  and  (iii)  seeks  relief. 
 Complaint  activity  increased  within  all  major  areas  except  Cable  during  the  third  quarter.  The  largest  increase  occurred  within  Radio  &  Broadcasting.  A  total  of  19,920  Indecency  and 
 Obscenity  complaints  were  received  during  the  quarter.  Complaint  activity  was  higher  in  all  five  top  Wireless  categories,  with  the  largest  percentage  increases  coming  from  the  Service  Quality 
 and  Equipment  categories.  In  total,  Wireless  complaint  volume  rose  from  3,901  last  quarter  to  4,825  this  quarter.  Wireline  complaints  edged  up  from  10,418  to  11,093  due  to  a  rise  in 
 Telephone  Consumer  Protection  Act  (TCPA)  complaints.  By  contrast,  Cramming  complaints  fell  by  more  than  half  during  the  quarter,  tempering  the  increase  in  composite  Wireline 
 complaints.  Cable  complaints  slipped  from  273  to  253  during  the  third  quarter  as  increases  in  Billing  &  Rates  and  Disability  complaints  were  outstripped  by  a  decline  in  Service-  Related 
 complaints. 
 Meanwhile,  inquiry  activity  fell  in  all  major  areas  during  the  third  quarter.  Radio  &  Television  Broadcasting  inquiries  fell  the  most,  dropping  from  6,014  to  3,244.  Wireless 
 inquiries  dropped  from  13,983  to  11,828  due  largely  to  sharp  declines  in  Electrical  Interference  and  Amateur  License  inquiries.  Slamming  and  Cramming  accounted  for  most  of  the  decrease  in 
 Wireline  inquiries,  which  fell  from  50,249  to  44,550  during  the  third  quarter.  Cable  inquiries  eased  from  4,818  to  4,474,  with  most  of  the  decline  coming  from  the  Over  the  Air  Reception 
 Device  (OTARD)  category. 
 The  Commission  receives  many  informal  complaints  that  do  not  involve  violations  of  the  Communications  Act,  or  a  rule  or  order  of  the  Commission.  The  existence  of  a  complaint  does 
 not  necessarily  indicate  wrongdoing  by  the  company  at  issue. 


 1  The  data  reported  reflect  the  complaints  and  inquiries  recorded  in  CGBs  automated  tracking  systems  for 
 the  period  July  1,  2003  to  September  30,  2003.  The  information  generated  for  this  specific  report  is  information  entered  into  the  tracking  systems  on  or  before  a  specific  date.  In  addition,  the  data  within  this  report  account  for 


 statistics  at  the  national  level  as  reported  to  the  Commission  and,  therefore,  are  not  necessarily  indicative  of  corresponding  state  or  local  trends. 
2
 Top  Consumer  Issues    Subject  Category  Reference  Guide 
 CABLE  SERVICES 
 Billing  &  Rates:  Complaints/  inquiries  concerning  billing  matters  and  the  rates  charged  for  cable  programming  service  (or  expanded  basic)  tier  on  a  cable  system 


 Cable  Modem  Service:  Complaints/  inquiries  about  the  availability  or  quality  of  cable  modem  service. 
 Disability  Issues:  Complaints/  inquiries  regarding  video  description,  closed  captioning,  and  emergency  access  to  video  programming. 
 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  choice  of  channels  or  programs  available  to  subscribers. 
 Satellite  Issues:  Complaints/  inquiries  regarding  satellite  issues. 
 Satellite  Home  Viewer  Improvement  Act  (SHVIA)  Issues:  Complaints/  inquiries  concerning  satellite  carriers  provision  of  television  broadcast  (including  distant  or  national)  programming  to 
 subscribers. 
 Service  Related  Issues:  Complaints/  inquiries  about  the  quality  of  service  provided  by  cable  operators. 


 RADIO  &  TELEVISION  BROADCASTING 
 Disability  Issues:  Complaints/  inquiries  regarding  video  description,  closed  captioning,  and  emergency  access  to  video  programming. 


 General  Broadcast  Information:  Inquiries  regarding  general  broadcast  requirements,  licenses,  and  community  obligations. 
 How  to  Start  Broadcast  Station:  Inquiries  regarding  starting  a  broadcast  station. 
 Low  Power  Broadcast  Information:  Inquiries  regarding  low  power  TV  and  low  power  radio 
 Media  Ownership  &  Policy:  Inquiries  regarding  media  ownership  and  its  policy. 
3
 July  August  September  Quarter  Total 
 33  23  16  72  13  13  6  32 
 9  118  28  23  8  5  36 
 50  14  21  85  128  69  56  253 


 July  August  September  Quarter  Total 
 7  8  7  22  1  1  0  2 
 Programming  -  General  Criticism  16  17  34  67  5,552  8,  876  5,492  19,920 
 41  30  21  92  5,617  8,932  5,554  20,103 


 July  August  September  Quarter  Total 
 844  794  1,  028  2,666  152  178  254  584 
 184  215  266  665  86  78  99  263 
 179  205  263  647  1,445  1,  470  1,910  4,  825 


 July  August  September  Quarter  Total 
 1,373  1,  548  1,245  4,  166  209  263  204  676 
 108  123  97  328  484  449  534  1,467 
 1,511  1,  523  1,422  4,  456  3,685  3,  906  3,502  11,093 


 NOTES:  (1)  See  attachment  for  brief  description  of  subject  categories. 


 not  necessarily  indicative  of  corresponding  state  or  local  trends. 
 19,  847  involved  multiple,  and  in  many  cases,  identical  complaints  against  two  separate  programs. 


 Totals 
 as  complaints  received  separately  by  EB.  Of  the  19,  920  indecency  complaints,  the  Enforcement  Bureau  received  63,  while 
 *  A  complaint  is  defined  as  a  communication  received  at  CGB's  consumer  centers  either  via  letter,  fax,  email  or  telephone  from  or  on  behalf  of  an  individual  that:  (i)  identifies  a  particular  entity  under  the  FCC's  jurisdiction;  (ii)  alleges  harm  or 
 or  injury;  and  (iii)  seeks  relief.  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. 


 Bureau  (EB)  for  appropriate  handling.  The  numbers  reported  in  this  category  include  complaints  forwarded  to  EB  as  well  **  Complaints  regarding  alleged  indecency/  obscenity  during  specific  broadcasts  are  forwarded  to  the  Enforcement 


 Telephone  Consumer  Protection  Act 


 Wireless  Telecommunications 
 Billing  &  Rates  Carrier  Marketing  &  Advertising 


 Totals 
 Disability  Issues 


 Cramming  Slamming 
 Wireline  Telecommunications 


 Carrier  Marketing  &  Advertising 
 Service  Quality  Totals  Equipment 
 Contract  -  Early  Termination 


 Billing  &  Rates 
 Programming  Issues 


 Other  Programming  Issues 
 Loud  Commercial 
 Radio  &  Television  Broadcasting 


 Cable  Modem  Service 


 The  data  within  this  report  account  for  statistics  at  the  national  level  as  reported  to  the  Commission,  and  therefore  are 
 Programming  -  Indecency/  Obscenity** 
 Summary  of  Top  Consumer  Complaint*  Subjects  Processed  by  the  FCC's  Consumer  &  Governmental  Affairs  Bureau  (CGB) 
 Third  Quarter  -  Calendar  Year  2003 


 Service  Related  Issues  Totals 
 Disability  Issues 


 Billing  &  Rates 


 Cable  Services 
9
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Cable 


 Service 


 Consumer 


 Complaints 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0  10  20  30  40  50  60 
 N  u  m  b  e  r  o  f  C  o  m  p  l  a  i  n  t  s 
 Billing 
 & 
 Rates 


 33 


 23 
 16 


 Disability 
 Issues 


 9 


 118 


 Programming 
 Issues 


 23 


 8 
 5 


 Cable 
 Modem 


 Service 


 13 


 13 


 6 


 Service 
 Related 
 Issues 


 50 


 14 
 21 


 July 
 August 
 September 
10
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Radio 


 & 
 Television 


 Broadcasting 


 Consumer 
 Complaints 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0  5  10  15  20  25  30  35  40  45  50 
 N  u  m  b  er  o  f  C  o  m  p  la  in  t  s 
 Disability 
 Issues 


 7 
 87 


 Programming 
 - 
 General 


 Criticism 


 16 


 17 
 34 


 Programming 
 - 
 Indecency/ 


 Obscenity** 


 5, 
 552 


 8,876 


 5,492 


 Loud 
 Commercial 


 1 
 10 


 Other 
 Programming 


 Issues 


 41 
 30 
 21 


 July 
 August 
 September 
11
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Wireless 


 Telecommunications 


 Consumer 
 Complaints 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0 
 200  400  600  800  1,  000  1,  200 


 N  u  m  b  e  r  o  f  C  o  m  p  l  a  i  n  t  s 


 Billing 
 & 
 Rates 


 844 
 794 
 1,028 


 Carrier 
 Marketing 


 & 
 Advertising 


 152 


 178 
 254 


 Contract 
 - 
 Early 


 Termination 


 184 


 215 
 266 


 Equipment 
 86 
 78 
 99 


 Service 
 Quality 


 179 
 205 
 263 


 July 
 August 
 September 
12
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Wireline 


 Telecommunications 


 Consumer 
 Complaints 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0 
 200  400  600  800  1,000  1,200 


 N  u  m  b  e  r  o  f  C  o  m  p  l  a  i  n  t  s 


 Billing 
 & 
 Rates 


 1,373 
 1, 
 548 


 1,245 


 Carrier 
 Marketing 


 & 
 Advertising 


 209 


 263 
 204 


 Cramming 
 108 
 123 


 97 


 Slamming 
 484 
 449 
 534 


 Telephone 
 Consumer 
 Protection 
 Act 


 1,511 


 1, 
 523 


 1,422 


 July 
 August 
 September 
13
 July  August  September  Quarter  Total 
 146  97  140  383  330  270  263  863 
 212  152  185  549  227  183  207  617 
 Service-  Related  Issues  765  610  687  2,  062  1,680  1,  312  1,482  4,  474 


 July  August  September  Quarter  Total 
 General  Broadcast  Information  210  175  234  619  How  to  Start  Broadcast  Station  202  158  175  535 
 Low  Power  Broadcast  Information  167  154  199  520  Political  Programming  50  81  89  220 
 430  397  523  1,  350  1,059  965  1,220  3,  244 


 July  August  September  Quarter  Total 
 614  516  448  1,  578  1,286  1,  138  880  3,  304 
 1,630  1,  473  1,068  4,  171  773  686  551  2,  010 
 301  261  203  765  4,604  4,  074  3,150  11,828 


 July  August  September  Quarter  Total 
 2,330  2,  005  1,667  6,  002  119  113  79  311 
 3,740  3,  530  2,424  9,  694  8,000  7,  510  5,944  21,454 
 2,094  2,  685  2,310  7,  089  16,  283  15,  843  12,  424  44,  550 


 NOTES: 
 *  An  inquiry  is  defined  as  a  correspondence  received  at  CGB's  consumer  centers  either  via  letter,  fax,  email  or  telephone  from  individuals  seeking  information  on  matters  under  the  FCC's  jurisdiction. 


 The  data  within  this  report  account  for  statistics  at  the  national  level  as  reported  to  the  Commission,  and  therefore  are  not  necessarily  indicative  of  corresponding  state  or  local  trends. 


 Billing  &  Rates 


 Cable  Services 


 Totals 
 Satellite  Home  Viewer  Improvement  Act  Over  the  Air  Reception  Device  Issues 
 Radio  &  Television  Broadcasting 


 Totals 
 Wireline  Telecommunications 


 Telephone  Consumer  Protection  Act  Slamming 
 Cramming  Calling  Cards 
 Billing  &  Rates 


 Electrical  Interference  General  Mobile  Radio  Service  License 
 Land  Mobile  License 


 Summary  of  Top  Consumer  Inquiry*  Subjects  Processed  by  the  FCC's  Consumer  &  Governmental  Affairs  Bureau  (CGB) 
 Third  Quarter  -  Calendar  Year  2003 


 Amateur  License  Wireless  Telecommunications 
 Totals  Programming  &  Content 


 Totals 
 Satellite  Issues 


 Billing  &  Rates 
14
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Cable 


 Service 


 Consumer 


 Inquiries 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0  50 
 100  150  200  250  300  350  400  450  500 


 N  u  m  b  e  r  o  f  I  n  q  u  i  r  i  e  s 


 Over 
 the 
 Air 
 Reception 


 Device 
 Issues 


 330 


 270 
 263 


 Satellite 
 Home 
 Viewer 
 Improvement 


 Act 


 212 


 152 
 185 


 Billing 
 & 
 Rates 


 146 
 97 
 140 


 Satellite 
 Issues 


 227 
 183 
 207 


 Service- 
 Related 
 Issues 


 765 
 610 
 687 


 July 
 August 
 September 
15
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Radio 


 & 
 Television 


 Broadcasting 


 Inquiries 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0 
 100  200  300  400  500  600 


 N  u  m  b  e  r  o  f  I  n  q  u  i  r  i  e  s 


 General 
 Broadcast 


 Information 


 210 


 175 
 234 


 How 
 to 
 Start 


 Broadcast 


 Station 


 202 


 158 
 175 


 Low 
 Power 


 Broadcast 


 Information 


 167 


 154 
 199 


 Political 
 Programming 


 50 
 81 
 89 


 Programming 
 & 
 Content 


 430 


 397 
 523 


 July 
 August 
 September 
16
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Wireless 


 Telecommunications 


 Consumer 
 Inquiries 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0 
 150  300  450  600  750  900  1,050  1,200  1,350  1,500  1,650  1,800 


 N  u  m  b  e  r  o  f  I  n  q  u  i  r  i  e  s 
 Amateur 
 License 


 614 
 516 
 448 


 Billing 
 & 
 Rates 


 1,286 
 1, 
 138 


 880 


 Electrical 
 Interference 


 1,  630 
 1, 
 473 


 1,068 


 General 
 Mobile 
 Radio 
 Service 


 License 


 773 


 686 
 551 


 Land 
 Mobile 


 License 


 301 
 261 
 203 


 July 
 August 
 September 
17
 Consumer 
 & 
 Governmental 


 Affairs 
 Bureau 


 Top 
 Wireline 


 Telecommunications 


 Consumer 
 Inquiries 


 Third 
 Quarter 


 - 
 Calendar 


 Year 
 2003 


 0 
 1,000  2,000  3,000  4,000  5,000  6,000  7,000  8,000  9,000 


 N  u  m  b  e  r  o  f  I  n  q  u  i  r  i  e  s 


 Billing 
 & 
 Rates 


 2,330 
 2, 
 005 


 1,667 


 Calling 
 Cards 


 119 
 113 


 79 


 Cramming 
 3,740 
 3, 
 530 


 2,424 


 Slamming 
 8,000 
 7, 
 510 


 5,944 


 Telephone 
 Consumer 
 Protection 
 Act 


 2,094 


 2, 
 685 


 2,310 


 July 
 August 
 September 
18