FCC Wants Consumer Comments, in Addition to Complaints
The FCC added a way for consumers to share “concerns and observations” through the Consumer Help Center's “Tell your Story” feature, said Consumer and Governmental Affairs Bureau Chief Alison Kutler in a blog post Tuesday. Comments made to the FCC…
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using the “Tell Your Story” feature “will not be formally served” on telecom providers as complaints are, Kutler said. “Instead, they will be used by Commission staff to inform policy making and identify practices that may be ripe for potential enforcement action,” she wrote. “This differentiation will better allow the agency to focus its complaint resolution resources on those types of issues while maintaining and enhancing consumers’ ability to give voice to other concerns and thoughts.” The option will “add another layer of granularity” to FCC data since it differentiates between comments and complaints, Kutler said. “Whether you are confused, frustrated, or feel you’ve been harmed, we want to hear from you,” the post read. “With the insights we gain, we can identify trends and ensure that we remain aware of the issues and concerns that matter most to consumers."