The Federal Communications Commission Consumer Policy Division is responsible for the development of consumer policy concerning Commission-regulated entities—common carrier, broadcast, wireless, satellite and cable companies—as well as other entities subject to the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and other statutes for which the FCC has authority. Through rulemakings and orders, and by commenting on proceedings originated by other Bureaus and Offices, the Division ensures that consumer interests are considered in all Commission policy-making initiatives. The Division is specifically tasked with issuing orders to resolve complaints about unauthorized changes in telecommunications providers (slamming); conducting rulemakings on slamming, truth-in-billing, telemarketing, and fax advertising; and monitoring informal inquiries and complaints to identify trends that affect consumers.
The Consumer Inquiries and Complaints Division provides informal mediation and resolution of individual informal consumer inquiries and complaints consistent with controlling laws and FCC regulations, and in accordance with the Bureau's delegated authority. The Division receives, reviews and analyzes complaints and responses to informal consumer complaints; maintains manual and computerized files that provide for the tracking and maintenance of informal consumer inquiries and complaints; mediates and attempts to settle unresolved disputes in informal complaints as appropriate; and coordinates with other Bureaus and Offices to ensure that consumers are provided with accurate, up-to-date information.
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