Consumer and Governmental Affairs Consumer Agenda Kris Monteith, Acting Chief Consumer and Governmental Affairs Bureau Federal Communications Commission

Out With The Old, In With The New Old System Confusing complaint intake platform Inefficient complaint processing Static Quarterly Reports data New System User Friendly Interface Efficient processing Data availability

New Consumer Complaint Intake Guiding The Consumer To The Best Result Consumers Choose From A Variety of Common Complaint Topics Once A Topic Is Chosen, Consumers Are Guided To Provide Necessary Information

What is Cramming? “Non-refundable Listen sub” $2.99 Charge “STG –Music Other”

Cramming Complaints: By The Numbers Cramming Complaints Received By The Commission in 2015 Wireless Cramming Wireline Cramming

FCC Actions On Cramming Three-Pronged Approach to Consumer Protection Policymaking and Consumer Education 2012 – FCC NPRM sought comment on more stringent cramming rules 2013 – FCC refreshed cramming record 2014 – Consumer guides displayed prominently on Consumer Help Center during complaint process Working With Service Providers 2012- Major wireline carriers made voluntary commitments to cease including most third-party charges on telephone bill. 2012 - Major wireless carriers agreed to stop premium texting services Enforcement 2014 – FCC announced a $105 million cramming settlement with AT&T Mobility 2014 – FCC announced cramming settlement of at least $90 million with T-Mobile

FCC Actions On Wi-fi Jamming Stopping Illegal Interference With Wi-fi 2015 Enforcement Advisory 2014 - FCC and Marriott entered into Consent Decree to settle investigation that Marriott blocked Wi-Fi networks established by consumers at its conference centers 2015 - Enforcement Advisory clarifies that no commercial establishment may intentionally block or disrupt personal Wi-Fi hot spots on such premises Such action is illegal under Section 333 of the Communications Act and violations could lead to the assessment of substantial monetary penalties Marriott Petition 2014 - Marriott, along with other hospitality organizations, petitioned the Commission to rule that such blocking is not illegal 2015 - Marriott withdrew its petition, stating that it, “will not block Wi-Fi signals at any hotel we manage for any reason.”

Conclusions CGB’s mission is consumer protection. We look forward to working with consumers, industry, states, localities and other federal agencies to ensure that we identify emerging consumer protection opportunities.