FCC Consumer Help Center: A New Consumer Gateway Consumer and Governmental Affairs Bureau

Goals of the Consumer Complaint Reform Effort Simplify the consumer experience Consumer-friendly intake process for informal complaints (indecency, loud commercials, pirate radio etc.) Provide individual consumers the ability to check the status of their complaints Integrated educational materials Streamline processing Internal and external processing efficiencies Take advantage of new technologies – flexible platforms Automate as much as possible Make more data available Greater transparency Better internal and external data sharing and analysis

Where We Started: Outdated and Unwieldy System Confusing complaint intake platform 18 individual forms No link to educational materials No ability to track complaints Inefficient complaint processing Inflexible complaint platform Difficult to obtain additional information from complainant Static Quarterly Reports data No granular data to support analytical and policy reviews

User Friendly Interface Where We Are Today User Friendly Interface Streamlined forms include six specific complaint/issue categories Easy access to targeted educational materials Consumers have the ability to check complaint status 24/7 Maintaining call center availability for people unable to use computers Efficient processing FCC staff can interact with consumers through new platform in real time Data availability Link to consumer complaint data through Consumer Help Center Aggregate complaint data currently available

To access the Consumer Help Center How to Get There To access the Consumer Help Center Go to fcc.gov and select Take Action Go to consumercomplaints.fcc.gov