36828 Federal Register / Vol. 87, No. 118 / Tuesday, June 21, 2022 / Notices 

comments may be emailed to 

arichardson@ntia.gov or mailed to 

Commerce Spectrum Management 

Advisory Committee, National 

Telecommunications and Information 

Administration, 1401 Constitution 

Avenue NW, Room 4600, Washington, 

DC 20230. 

FOR FURTHER INFORMATION CONTACT: 

Antonio Richardson, Designated Federal 

Officer, at (202) 482–4156 or 

arichardson@ntia.gov; and/or visit 

NTIA’s website at https://www.ntia.gov/ 

category/csmac. 

SUPPLEMENTARY INFORMATION: 

Background: The Committee provides 

advice to the Assistant Secretary of 

Commerce for Communications and 

Information on needed reforms to 

domestic spectrum policies and 

management in order to: license radio 

frequencies in a way that maximizes 

public benefits; keep wireless networks 

as open to innovation as possible; and 

make wireless services available to all 

Americans. See Charter at https://

www.ntia.doc.gov/files/ntia/ 

publications/csmac-charter-2021.pdf. 

This Committee is subject to the 

Federal Advisory Committee Act 

(FACA), 5 U.S.C. App. 2, and is 

consistent with the National 

Telecommunications and Information 

Administration Act, 47 U.S.C. 904(b). 

The Committee functions solely as an 

advisory body in compliance with the 

FACA. For more information about the 

Committee visit: http://www.ntia.gov/ 

category/csmac. 

Matters to Be Considered: The 

Committee provides advice to the 

Assistant Secretary to assist in 

developing and maintaining spectrum 

management policies that enable the 

United States to maintain or strengthen 

its global leadership role in the 

introduction of communications 

technology, services, and innovation; 

thus expanding the economy, adding 

jobs, and increasing international trade, 

while at the same time providing for the 

expansion of existing technologies and 

supporting the country’s homeland 

security, national defense, and other 

critical needs of government missions. 

NTIA will post an agenda on its website, 

http://www.ntia.gov/category/csmac, 

prior to the meeting. To the extent that 

the meeting time and agenda permit, 

any member of the public may address 

the Committee regarding the agenda 

items. See Open Meeting and Public 

Participation Policy, available at http:// 

www.ntia.gov/category/csmac. 

Time and Date: The meeting will be 

held on June 30, 2022, from 11:00 a.m. 

to 1:00 p.m. EDT. The meeting time and 

the agenda topics are subject to change. 

Please refer to NTIA’s website, http://

www.ntia.gov/category/csmac, for the 

most up-to-date meeting agenda and 

access information. 

Place: This meeting will be conducted 

in an electronic format and open to the 

public via audio teleconference. 

Individuals requiring accommodations 

are asked to notify Mr. Richardson at 

(202) 482–4156 or arichardson@ntia.gov 

at least ten (10) business days before the 

meeting. 

Status: Interested parties are invited 

to join the teleconference and to submit 

written comments to the Committee at 

any time before or after the meeting. 

Parties wishing to submit written 

comments for consideration by the 

Committee in advance of the meeting 

are strongly encouraged to submit their 

comments in Microsoft Word and/or 

PDF format via electronic mail to 

arichardson@ntia.gov. Comments may 

also be sent via postal mail to 

Commerce Spectrum Management 

Advisory Committee, National 

Telecommunications and Information 

Administration, 1401 Constitution 

Avenue NW, Room 4600, Washington, 

DC 20230. It would be helpful if paper 

submissions also include a compact disc 

(CD) that contains the comments in one 

or both of the file formats specified 

above. CDs should be labeled with the 

name and organizational affiliation of 

the filer. Comments must be received 

five (5) business days before the 

scheduled meeting date to provide 

sufficient time for review. Comments 

received after this date will be 

distributed to the Committee but may 

not be reviewed prior to the meeting. 

Additionally, please note that there may 

be a delay in the distribution of 

comments submitted via postal mail to 

Committee members. 

Records: NTIA maintains records of 

all Committee proceedings. Committee 

records are available for public 

inspection at NTIA’s Washington, DC 

office at the address above. 

Documents including the Committee’s 

charter, member list, agendas, minutes, 

and reports are available on NTIA’s 

website at http://www.ntia.gov/ 

category/csmac. 

Josephine Arnold, 

Acting Chief Counsel, National 

Telecommunications and Information 

Administration. 

[FR Doc. 2022–13155 Filed 6–17–22; 8:45 am] 

BILLING CODE 3510–60–P 

BUREAU OF CONSUMER FINANCIAL 

PROTECTION 

[Docket No. CFPB–2022–0040] 

Request for Information Regarding 

Relationship Banking and Customer 

Service 

AGENCY: Bureau of Consumer Financial 

Protection. 

ACTION: Request for information. 

SUMMARY: The Consumer Financial 

Protection Bureau (Bureau or CFPB) is 

seeking comments from the public 

related to relationship banking and how 

consumers can assert the right to obtain 

timely responses to requests for 

information about their accounts from 

banks and credit unions with more than 

$10 billion in assets, as well as from 

their affiliates. 

DATES: Comments must be received by 

July 21, 2022. 

ADDRESSES: You may submit comments, 

identified by Docket No. CFPB–2022– 

0040, by any of the following methods: 

• Federal eRulemaking Portal: http:// 

www.regulations.gov. Follow the 

instructions for submitting comments. 

• Email: RelationshipBanking

AndCustomerService@cfpb.gov. Include 

Docket No. CFPB–2022–0040 in the 

subject line of the message. 

• Mail/Hand Delivery/Courier: 

Comment Intake—Relationship 

Banking, Consumer Financial Protection 

Bureau, 1700 G Street NW, Washington, 

DC 20552. Please note that due to 

circumstances associated with the 

COVID–19 pandemic, the CFPB 

discourages the submission of 

comments by hand delivery, mail, or 

courier. 

Instructions: The CFPB encourages 

the early submission of comments. All 

submissions should include document 

title and docket number. Because paper 

mail in the Washington, DC, area and at 

the CFPB is subject to delay, 

commenters are encouraged to submit 

comments electronically. In general, all 

comments received will be posted 

without change to https://

www.regulations.gov. In addition, once 

the CFPB’s headquarters reopens, 

comments will be available for public 

inspection and copying at 1700 G Street 

NW, Washington, DC 20552, on official 

business days between the hours of 10 

a.m. and 5 p.m. Eastern Time. At that 

time, you can make an appointment to 

inspect the documents by telephoning 

202–435–7275. 

All comments, including attachments 

and other supporting materials, will 

become part of the public record and 

subject to public disclosure. Proprietary 


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Federal Register / Vol. 87, No. 118 / Tuesday, June 21, 2022 / Notices 36829 

1 ‘‘A covered person subject to supervision and 

primary enforcement by the Bureau pursuant to 

section 1025 shall, in a timely manner, comply with 

a consumer request for information in the control 

or possession of such covered person concerning 

the consumer financial product or service that the 

consumer obtained from such covered person, 

including supporting written documentation, 

concerning the account of the consumer.’’ 12 U.S.C. 

5534(c)(1). There are certain exceptions. See 12 

U.S.C. 5534(c)(2); CFPB Depository Institutions 

(Dec. 2021), https://files.consumerfinance.gov/f/ 

documents/cfpb_depository-institutions-list_2021- 

12.pdf. 

2The Human + Digital Challenge in Banking: 

Consumers Want Both, Cornerstone Advisors 

(2021), https://go.backbase.com/rs/987-MGR-655/ 

images/Backbase_Cornerstone_Human_Digital.pdf. 

3Best & Worst Banks According to Consumer 

Reports Members: Smaller institutions get higher 

ratings in our latest survey of more than 72,000 

members, Consumer Reports (Mar. 23, 2018), 

https://www.consumerreports.org/banks/best-andworst-banks-and-credit-unions-a5170659592/. 

4The Great Consolidation of Banks and 

Acceleration of Branch Closures Across America, 

National Community Reinvestment Coalition (Feb. 

16, 2022), https://ncrc.org/the-great-consolidationof-banks-and-acceleration-of-branch-closuresacross-america/. 

5U.S. Retail Banks Struggle to Differentiate, 

Deliver Meaningful Customer Experience as 

Economy Sours, J.D. Power Finds, J.D. Power (Apr. 

7, 2022), https://www.jdpower.com/business/pressreleases/2022-us-retail-banking-satisfaction-study; 

The Human + Digital Challenge in Banking: 

Consumers Want Both at 12, 30, Cornerstone 

Advisors (2021), https://go.backbase.com/rs/987- 

MGR-655/images/Backbase_Cornerstone_Human_

Digital.pdf (Consumers report that it takes too long 

to get what they need done, that they have to repeat 

information to multiple sources, that employees 

aren’t knowledgeable about their situation, and that 

it’s difficult to find the information they need 

online.); Consumer Response Annual Report at 30– 

31, Consumer Financial Protection Bureau (Mar. 

2022), https://files.consumerfinance.gov/f/ 

documents/cfpb_2021-consumer-response-annualreport_2022-03.pdf (The CFPB received 

approximately 37,400 checking or savings account 

complaints in 2021. Of the complaints where the 

company confirmed a commercial relationship with 

the consumer and responded with an explanation 

or relief, in 94% of those complaints, consumers 

reported that they attempted to resolve their issue 

with the company before submitting a complaint to 

the CFPB, indicating that many consumers are 

unable to resolve their issues through direct contact 

with their bank.). 

6 Data Spotlight: Challenges in Rural Banking 

Access at 9, Consumer Financial Protection Bureau 

(Apr. 2022), https://files.consumerfinance.gov/f/ 

documents/cfpb_data-spotlight_challenges-in-ruralbanking_2022-04.pdf. 

7 Id at 10. 

8 12 CFR 1024.36. 

9 15 U.S.C. 1681j(a); 15 U.S.C. 1681m(a). 

information or sensitive personal 

information, such as account numbers 

or Social Security numbers, or names of 

other individuals, should not be 

included. Comments will not be edited 

to remove any identifying or contact 

information. 

FOR FURTHER INFORMATION CONTACT: 

Leslie Parrish, Deputy Assistant 

Director, Consumer Credit, Payments, 

and Deposits Markets, or Ted Wegner, 

Policy Analyst, Office of Consumer 

Education, at 202–435–7700. If you 

require this document in an alternative 

electronic format, please contact CFPB_

Accessibility@cfpb.gov. 

SUPPLEMENTARY INFORMATION: 

I. Background 

Under section 1034(c) of the 

Consumer Financial Protection Act 

(CFPA), consumers have a legal right to 

obtain information from the 

approximately 175 largest banks and 

credit unions in the country with more 

than $10 billion in assets, as well as 

from their affiliates.1 Through this 

statutory authority, consumers are able 

to gain valuable insight into their 

accounts by requesting certain account 

information from their depository 

institution. 

In the modern banking environment, 

consumers reasonably expect financial 

institutions to provide responses to their 

requests for information and high levels 

of customer service. Some banks may 

not be offering the baseline level of 

customer service that consumers 

reasonably expect to receive from 

companies that have control over their 

money. 

Relationship banking is an 

aspirational model of banking that 

meets its customers’ needs through 

strong customer service, responsiveness, 

and care. Relationship banking can play 

a critical role in helping to foster fair, 

transparent, and competitive 

marketplaces. 

The CFPB endeavors to help 

institutions of all sizes foster an 

inclusive relationship banking model 

that meets consumers’ reasonable 

expectations of high levels of customer 

service and enables consumers to hold 

financial institutions accountable when 

they encounter problems. This model is 

especially critical during a time when 

consumers report wanting and valuing 

high-quality human interactions in their 

financial lives, as well as more helpful 

digital channels to better facilitate selfhelp.2

Increasing market concentration in 

the financial services industry may 

present challenges in implementing an 

inclusive relationship banking model.3

The number of banking institutions has 

decreased ‘‘from nearly 18,000 in 1984 

to fewer than 5,000 in 2021.’’ 4 Bank 

consolidation has had mixed results for 

consumers and customer service 

experiences.5

Of particular note is the loss of local 

banks in rural communities. Rural 

customers are more likely to visit 

smaller banks or credit unions, but face 

decreased banking access due to 

‘‘[t]rends in banking consolidation[, 

which] may be a contributing factor to 

the prevalence of rural banking 

deserts.’’ 6 Rural customers rely on 

smaller banks and the relationship 

banking they offer, with local 

knowledge and long-standing 

relationships, to help maintain the 

‘‘civic fabric of rural communities.’’ 7

Federal consumer financial law has 

long been concerned with consumers’ 

ability to access information. For 

example, consumers have the right to 

send a request for information to their 

mortgage servicer in order to obtain 

information with respect to their 

mortgage loan.8 In addition, the Fair 

Credit Reporting Act gives consumers 

the right to annually request a free copy 

of their consumer report from each of 

the nationwide consumer reporting 

agencies and mandates that consumers 

receive notice when a user of a 

consumer report takes any adverse 

actions on a consumer on the basis, in 

whole or in part, of information 

contained in a consumer report.9

The CFPA’s section 1034(c) right also 

provides an ability for consumers to 

access information, as Congress made a 

determination that consumers need 

additional rights to demand information 

from large depository institutions. 

II. Request for Comment 

This request for information seeks 

information from the public on what 

customer service obstacles consumers 

face in the banking market, and 

specifically, what information would be 

helpful for consumers to obtain from 

depository institutions pursuant to 

section 1034(c) of the CFPA. 

The CFPB welcomes the public to 

submit stories, data, and information 

related to this request. To assist 

commenters in developing responses, 

the CFPB has crafted the below 

questions that commenters may answer. 

1. What types of information do 

consumers request from their depository 

institution? How are consumers using 

the information? 

2. What types of information do 

consumers request from their depository 

institution, but are often unable to 

obtain? 

3. How does the channel (phone, inwriting, online, in-person) through 

which consumers request information 

impact their ability to obtain 

information? 

4. How do consumers’ customer 

service experiences differ depending on 

the channel through which they interact 

with their depository institution (phone, 

in-writing, online, in-person)? 

5. How are customer service 

representatives evaluated and 


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36830 Federal Register / Vol. 87, No. 118 / Tuesday, June 21, 2022 / Notices 

compensated, and how might 

compensation structure and incentives 

impact the service provided? 

6. What customer service obstacles 

have consumers experienced that have 

adversely affected their ability to bank? 

7. What unique customer service 

obstacles do immigrants, rural 

communities, or older consumers 

experience? 

8. What are typical call wait times? 

9. How often are calls dropped or 

disconnected? How often do companies 

use automated and digital 

communication channels such as 

interactive voice response (IVR) systems 

and online chat functions? 

10. Are there any fees associated with 

customer service or requests for 

information? 

11. What are the most important 

customer service features or experiences 

that help produce satisfactory banking 

relationships between financial 

institutions and consumers? 

12. Please explain the value of 

consumers having access to the 

following information pertaining to 

their accounts: 

a. Internal or external 

communications about an account. 

b. A listing of all companies that are 

provided with information about an 

account. 

c. The purposes for which 

information about a consumer’s account 

are shared. 

d. Any compensation that a 

depository institution receives for 

sharing information about an account. 

e. Any conditions placed on the use 

of information about an account. 

f. A listing of all companies with 

authorization to receive automatic or 

reoccurring payments from an account. 

g. Information reviewed or used in 

investigating a consumer’s dispute 

about an account. 

h. Any third-party information used 

to make account decisions about 

consumers, including but not limited to 

consumer reports and credit or other 

risk scores. 

13. What information would be 

helpful for consumers to obtain from 

depository institutions in order to 

improve their banking experience? 

14. How have methods of customer 

engagement changed as a result of the 

COVID–19 pandemic? 

Rohit Chopra, 

Director, Consumer Financial Protection 

Bureau. 

[FR Doc. 2022–13207 Filed 6–17–22; 8:45 am] 

BILLING CODE 4810–AM–P 

COUNCIL ON ENVIRONMENTAL 

QUALITY 

[CEQ–2022–0003] 

Generic Clearance for the Collection of 

Qualitative Feedback on Agency 

Service Delivery 

AGENCY: Council on Environmental 

Quality. 

ACTION: Notice of information collection; 

request for comments. 

SUMMARY: Consistent with the 

Paperwork Reduction Act of 1995 

(PRA), this notice announces that the 

Council on Environmental Quality 

(CEQ) will submit an Information 

Collection Request (ICR) to the Office of 

Management and Budget (OMB) for 

review and approval. This notice 

describes a collection of information on 

generic clearance for qualitative 

feedback on agency service delivery. An 

agency may not conduct or sponsor and 

a person is not required to respond to 

a collection of information unless it 

displays a currently valid OMB control 

number. 

DATES: Interested persons are invited to 

submit comments on or before July 21, 

2022. 

ADDRESSES: You may submit comments, 

identified by docket number CEQ– 

2022–0003, by any of the following 

methods: 

• Federal eRulemaking Portal: 

https://www.regulations.gov. Follow the 

instructions for submitting comments. 

• Fax: 202–456–6546. 

• Mail: Council on Environmental 

Quality, 730 Jackson Place NW, 

Washington, DC 20503. 

All submissions received must 

include the agency name, ‘‘Council on 

Environmental Quality,’’ and the docket 

number, CEQ–2022–0003. All 

comments received will be posted 

without change to https://

www.regulations.gov, including any 

personal information provided. Do not 

submit electronically any information 

you consider to be private, Confidential 

Business Information (CBI), or other 

information, the disclosure of which is 

restricted by statute. 

FOR FURTHER INFORMATION CONTACT: To 

request additional information about 

this Information Collection Request, 

please contact Sharmila L. Murthy at 

202–395–5750 or Sharmila.L.Murthy@

ceq.eop.gov. 

SUPPLEMENTARY INFORMATION: 

CEQ previously published this 

proposed information collection in the 

Federal Register on March 16, 2022, 

and allowed 60 days for public 

comment. 87 FR 14842. CEQ did not 

receive any public comments. CEQ 

notes that the total burden hours have 

changed since the 60-day notice due to 

a clerical error. The purpose of this 

notice is to allow an additional 30 days 

for public comment. 

Pursuant to the Paperwork Reduction 

Act, 44 U.S.C. 3506(c)(2)(A), CEQ is 

soliciting comments and information to 

enable it to: (1) evaluate whether the 

proposed collection of information is 

necessary for the proper performance of 

the functions of CEQ, including whether 

the information will have practical 

utility; (2) evaluate the accuracy of 

CEQ’s estimate of the burden of the 

proposed collection of information, 

including the validity of the 

methodology and assumptions used; (3) 

enhance the quality, utility, and clarity 

of the information to be collected; and 

(4) minimize the burden of the 

collection of information on those who 

are to respond, including through the 

use of automated collection techniques 

or other forms of information 

technology. 

Abstract: The information collection 

activity provides a means to garner 

qualitative stakeholder feedback in an 

efficient, timely manner. CEQ envisions 

using surveys and focus groups to 

enhance customer service, improve 

product development, target messaging, 

ensure quality control, engage with 

stakeholders, and spur innovation. 

Information gathered will yield 

qualitative information; the collections 

will not be designed or expected to 

yield statistically representative results, 

but rather to provide insight about the 

challenges that subsets of stakeholders 

face. This feedback will provide insights 

into stakeholder perceptions, 

experiences and expectations, provide 

an understanding of issues with service, 

or focus attention on areas where 

communication, training or changes in 

operations might improve delivery of 

products or services. These collections 

will allow for ongoing, collaborative, 

and actionable communications 

between CEQ and its stakeholders. It 

also will allow feedback to contribute 

directly to the improvement of program 

management and services. The 

solicitation of feedback will target areas 

such as timeliness, appropriateness, 

accuracy of information, courtesy, 

efficiency of service delivery, and 

resolution of issues with service 

delivery. CEQ will assess responses to 

plan and inform efforts to improve or 

maintain the quality of service offered to 

the public. If this information is not 

collected, vital feedback from 

stakeholders on CEQ’s services will be 

unavailable. 


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