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

2. 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

3. 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

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

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

6. 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.
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

7. FCC Actions On Wi-fi Jamming
Stopping Illegal Interference With Wi-fi
2015 Enforcement Advisory
FCC and Marriott entered into Consent Decree to settle investigation that Marriott blocked Wi-Fi networks established by consumers at its conference centers
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
Marriott, along with other hospitality organizations, petitioned the Commission to rule that such blocking is not illegal
Marriott withdrew its petition, stating that it, “will not block Wi-Fi signals at any hotel we manage for any reason.”

8. 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.