Skip to main content Skip to search


Browse by
                    category
                Browse by
                    bureaus & offices
            About the FCC
          About the FCC
                      About the FCC Overview
                                                      What We Do
                                                      Rulemaking Process
                                                      Leadership
                                                      FCC Initiatives
                                                      Find People
                                                      Organizational Charts
                                                      Advisory Committees
                                                      Jobs and Internships
                                                      Contracting
                                                      Strategic Plans & Budgets
                                                      Contact
                                                                    FY 2025 Congressional Budget Justification
                                                      Privacy Policy
                                                      Accessibility Program
                Proceedings & Actions
          Proceedings & Actions
                      Proceedings and Actions Overview
                                                      Electronic Comment Filing System (ECFS)
                                                      Commission Documents (EDOCS)
                                                      Most Active Proceedings
                                                      Items on Circulation
                                                      Ex-Parte
                                                      Daily Digest
                                                      Mergers & Transactions
                                                      Auctions
                Licensing & Databases
          Licensing & Databases
                      Overview
                                                      About Licensing
                                                      Databases
                                                      Fees
                                                      Forms
                                                      FCC Registration System (CORES)
                                                      System Alerts & Notifications
                                                      ASR
                                                      CDBS
                                                      CEFS
                                                      COALS
                                                      CORES
                                                      CSRS
                                                      DIRS
                                                      EA
                                                      ECFS
                                                      EDOCS
                                                      ELS
                                                      ETFS
                                                      ETRS
                                                      GenMen
                                                      HAM
                                                      KDB
                                                      KIDVID
                                                      LMS
                                                      ICFS
                                                      NORS
                                                      PIF
                                                      PIRATE
                                                      PSIX-ESIX
                                                      RLD
                                                      TCB
                                                      ULS
                                                      URS
                                                      VPD
                Reports & Research
          Reports & Research
                      Reports and Data Overview
                                                      Reports
                                                      Data
                                                      Guides
                                                                    Maps
                                                      Working Papers
                                                      For Developers
                                                                    Fiscal Year 2022-2026 Strategic Plan
                                                      Workload Dashboard
                News & Events
          News & Events
                      News and Events Overview
                                                      Headlines
                                                      Commission Meetings
                                                      Events
                                                      Archived Events
                                                      FCC Podcast
                                                      Notes from the FCC
                                                      FCC Blog
                                                      RSS Feeds & Email Signup
                                                                    April 2024 Open Commission Meeting
                For Consumers
          For Consumers
                      Help Center Overview
                                                                    Consumer Complaint Center
                                                      Disability Rights
                                                      Headlines
                                                      Social Media
                                                                    Robocalls
                                                                    Consumer Complaint Center
              Consumer
                Enforcement
                Media
                Public Safety
                Space
                Wireless
                Wireline
                Offices
    
                  Search
  

  X
  Search Home
              Consumer
              About the Bureau
              Consumer Affairs and Outreach

  Consumer and Governmental Affairs Bureau About the Bureau
      

          
        Organization Chart
                Consumer Policy Division
                Consumer Affairs and Outreach
                Disability Rights Office
                Office of Intergovernmental Affairs
                Office of Native Affairs and Policy
                Reference Information Center
                InternshipsThe Consumer and Governmental Affairs Bureau 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 critical areas such as emergency preparedness and implementation of new technologies.

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.

Consumer Policy
	Consumer Advisory CommitteeThe **Disability Rights Office**addresses disability-related telecommunications matters, including but not limited to: telecommunications relay service (TRS) (Section 225); access to telecommunications equipment and services by people with disabilities (Section 255); access to emergency information; and closed captioning. DRO also provides expert advice and assistance to other commission bureaus and offices, consumers, industry and others on issues relevant to people with disabilities. DRO initiates rulemakings, where appropriate, for the development of disability policy.  DRO also reviews relevant agenda items and other documents while coordinating with bureaus and offices to develop recommendations and propose policies to ensure that communications are accessible to people with disabilities. In keeping with existing disability laws and policies, DRO supports the commission's goal of increasing accessibility of communications services and technologies for persons with disabilities.

Disability Rights Office
	Accessibility ClearinghouseThe **Consumer Inquiries and Complaints Division** processes informal consumer inquiries and complaints consistent with controlling laws and FCC regulations. The division receives, reviews and analyzes informal consumer complaints and responses to informal consumer complaints; maintains a system of records for the tracking and maintenance of informal consumer complaints; and coordinates with other bureaus and offices to ensure that consumers are provided with accurate, up-to-date information. The division shares informal consumer complaint data internally to inform policy and potential enforcement and externally to inform the public.

Consumer Help Center
	Consumer Complaint CenterThe **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 inform the public about important consumer-related regulatory programs. The division also coordinates sign-language interpreting requests for the commission, and assists the Web and Print Publishing Division in providing materials in alternate formats such as braille, making them available to FCC staff, bureaus and offices and members of the public.

Consumer OutreachThe **Office of Intergovernmental Affairs** provides outreach to state, local and Tribal governments, as well as other federal regulatory agencies.  IGA also promotes outreach to organizations representing those constituencies for the purpose of fostering an extensive understanding of FCC programs, policies, rules and decisions. IGA’s outreach is a beneficial and ongoing two-way exchange of information and communications on telecommunications issues of common interest, and promotes 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.  IGA is also responsible for overseeing the work and activities of the commission's Intergovernmental Advisory Committee, the Hospital Robocall Protection Group, and various special projects.

Office of Intergovernmental AffairsThe **Office of Native Affairs and Policy** provides outreach to tribal governments and organizations representing those constituencies for the purpose of fostering a comprehensive understanding of FCC programs, policies, rules and decisions.  ONAP attends and participates in conferences, educational seminars and consumer meetings to facilitate a dialogue on telecommunication issues and the commission’s rules, policies, programs and plans. In addition, ONAP is responsible for designing and implementing the commission’s Indian Telecommunications Initiatives and provides expert advice and assistance to other bureaus and offices, consumers, industry and others on telecommunications issues relevant to Tribal governments. ONAP initiates rulemakings, where appropriate, for the development of tribal policy; reviews relevant agenda items and other documents; and coordinates with bureaus and offices to develop recommendations and propose policies to support the commission's goal of increasing accessibility of communications services and technologies on Tribal lands.

Native Affairs and PolicyThe **Web and Print Publishing Division** creates and maintains public-facing consumer content for the FCC website, other digital platforms and FCC print publications.  The division’s work includes developing and managing content for the Consumer Help Center as well as consumer guides, articles, blog posts, graphics and interactive features. WPPD is also responsible for foreign-language translation services and producing and distributing documents in accessible formats such as braille.

The **Reference Information Center** serves as the official FCC custodian for designated records, including: intake processing, organization and file maintenance, reference services and retirement and retrieval of records.  The RIC 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, auctions, common carrier tariff matters,international space station files, earth station files, DBS files and other miscellaneous international files.  The center also maintains time brokerage and affiliation agreements, court citation files and legislative histories concerning telecommunications dockets for public inspection.  It provides the public and the commission staff prompt access to manual and computerized records and filing systems.

Reference Information Center

        
        
                  **Bureau/Office:**
  Consumer and Governmental Affairs
            
                          Tags:
    
      
    Consumers
            
                          **Updated:**
                Friday, August 28, 2020
 Text
                  Federal Communications Commission
45 L Street NE
Washington, DC 20554

  Link
        Phone: 1-888-225-5322
              ASL Video Call: 1-844-432-2275
              Fax: 1-866-418-0232
              Contact Us
              Visiting FCC Facilities

          
          Link
        Website Policies & Notices
              Privacy Policy
              FOIA
              No Fear Act Data
              Digital Strategy
              Open Government Directive
              Plain Writing Act
              RSS Feeds & Email Updates
              Accessibility
              Vulnerability Disclosure Policy
              USA.gov

          
          Text
                  CATEGORIES

  Link
        About the FCC
              Proceedings & Actions
              Licensing & Databases
              Reports & Research
              News & Events
              For Consumers

          
          Text
                  BUREAUS & OFFICES

  Link
        Consumer
              Enforcement
              Inspector General
              Media
              Public Safety
              Space
              Wireless
              Wireline
              Offices


          Twitter
        Facebook
        Youtube
        Instagram

          Federal Communications Commission