1. Intergovernmental Advisory Committee October 9, 2012 William D. Freedman, Deputy Chief Consumer & Governmental Affairs Bureau

2. Background on Complaint/Inquiry Process Consumers submit complaints/inquiries via website, phone, regular mail, e-mail, and fax Consumers submit complaints/inquiries via website, phone, regular mail, e-mail, and fax During 2011, CGB processed nearly half a million complaints and inquiries During 2011, CGB processed nearly half a million complaints and inquiries CGB serves complaints on target companies, mediates resolution, as appropriate CGB serves complaints on target companies, mediates resolution, as appropriate CGB also tracks complaints/inquiries and produces published quarterly reports analyzing trends by topic CGB also tracks complaints/inquiries and produces published quarterly reports analyzing trends by topic Complaint/inquiry information used by FCC to inform enforcement, rulemaking and other regulatory efforts Complaint/inquiry information used by FCC to inform enforcement, rulemaking and other regulatory efforts

3. Top Consumer Categories: 2Q 2012 Inquiries Inquiries Cable/Satellite: billing and rates Cable/Satellite: billing and rates Broadcasting: programming Broadcasting: programming Wireless: service, license information Wireless: service, license information Wireline: TCPA Wireline: TCPA Complaints Complaints Bundled/VoIP services: service, billing and rates Bundled/VoIP services: service, billing and rates Cable/Satellite: service, programming Cable/Satellite: service, programming Broadcasting: programming Broadcasting: programming Wireless: TCPA Wireless: TCPA Wireline: TCPA/Do-Not-Call List Wireline: TCPA/Do-Not-Call List

4. Complaint/Inquiry Process Review Overall objectives: Overall objectives: Improve consumer experience when filing complaints, inquiries, calling FCC Improve consumer experience when filing complaints, inquiries, calling FCC Ensure consistency in complaint/inquiry intake, review, processing Ensure consistency in complaint/inquiry intake, review, processing Improve accuracy, utility of complaint/inquiry data Improve accuracy, utility of complaint/inquiry data Make data more easily accessible to Commission staff and the public Make data more easily accessible to Commission staff and the public Enhance data analysis capability to better inform agency regulatory activities Enhance data analysis capability to better inform agency regulatory activities

5. Call Centers In Washington, DC, Gettysburg, PA In Washington, DC, Gettysburg, PA 64 full-time FCC employees 64 full-time FCC employees 41 Consumer Advocacy and Mediation Specialists (CAMS) 41 Consumer Advocacy and Mediation Specialists (CAMS) Also, 16 full-time, four part-time contractors Also, 16 full-time, four part-time contractors

6. Current Challenges Consumer interface is too complicated Consumer interface is too complicated Terminology by which we categorize complaints/inquiries too technical Terminology by which we categorize complaints/inquiries too technical Terminology may be obsolete/duplicative Terminology may be obsolete/duplicative Difficult for CAMS to master diverse, ever- changing subject matter Difficult for CAMS to master diverse, ever- changing subject matter

7. Internal Solutions Coordinating with bureaus/offices to review category codes Coordinating with bureaus/offices to review category codes Redrafting codes to ensure maximum accuracy, clarity and utility Redrafting codes to ensure maximum accuracy, clarity and utility Ensure CAMS have latest consumer guides, information by coordinating with experts throughout Commission Ensure CAMS have latest consumer guides, information by coordinating with experts throughout Commission Creating specialist teams of CAMS Creating specialist teams of CAMS Make complaint serve process more efficient Make complaint serve process more efficient Improve VoIP Integrated Voice Response System (IVR) Improve VoIP Integrated Voice Response System (IVR) Enhance analysis of complaint data Enhance analysis of complaint data Evaluate complaint forms for clarity of use Evaluate complaint forms for clarity of use Consider expanding scope of Quarterly Reports Consider expanding scope of Quarterly Reports

8. How the IAC can help Ensure clear path for referrals to and from state/local entities and FCC Ensure clear path for referrals to and from state/local entities and FCC Recommendations for best practices for intake, processing, and analysis Recommendations for best practices for intake, processing, and analysis Outreach to non-English speaking communities Outreach to non-English speaking communities Hot issues? Hot issues? Other suggestions Other suggestions

9. 9 Questions? Contact Bill Freedman at 202/418-1415