FCC to Examine Customer Service Issues in the Communications Industry

On October 23, the Federal Communications Commission ("FCC") released a Notice of Inquiry ("NOI") seeking comment on potential initiatives to address customer service concerns among regulated communications service providers.

The FCC stated that the goal of the NOI is "to ensure that consumers have appropriate access to the customer services resources they require to interact with their service provider in a manner that allows them to efficiently resolve issues, avoid unnecessary charges, and make informed choices regarding the services they obtain from service providers." The inquiry is specific to regulated cable operators, Direct Broadcast Satellite providers, voice service providers, and broadband service providers (collectively referred to as "service providers").

The NOI seeks comment on a range of issues, including the following:

• The ability of consumers to terminate their services via "simple and direct cancellation methods."
• Timing and privacy considerations associated with access to live representatives and whether "emerging AI technologies would impact a requirement that service providers offer live customer service support."
• Current customer service practices regarding installations, service interruptions and service callsand whether such practices should be updated or strengthened.
• Practices and disclosures pertaining to introductory or discount prices, as well as autorenewals.
• Improvements that can be made to the accessibility of customer services resources for people with disabilities and those who may not speak English.
• For cable operators, whether the FCC "should have a role in the enforcement of any new customer service standards on cable operators it might adopt, concurrently with local franchise authorities."

A number of the issues raised in the NOI coincide with similar examinations and new rules that have been adopted by the Federal Trade Commission. Comments on the NOI are due by November 22, 2024, and reply comments are due by December 9, 2024.