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

2. 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

3. Where We Started: Outdated and Unwieldy System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

4. 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

5. 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