Chairwoman Rosenworcel Calls on FCC to Inquire About Customer Service in Communications Industry

Federal Communications Commission Chairwoman Jessica Rosenworcel shared with her fellow commissioners a Notice of Inquiry that, if adopted, would seek information on ways to ensure that consumers have appropriate and efficient access to customer service resources when working with their phone, cable and broadband providers. Consumers should have access to customer service resources that are helpful and efficient, so that they can easily resolve issues and make informed choices when it comes to their telecommunications service providers. The Notice of Inquiry would seek comment on a number of related topics including, but not limited to:

• Simple cancellation;
• Access to live representatives;
• Establishing uniform requirements regarding installations, outages, and service calls;
• Automatic renewal of service or price increases;
• Special considerations for people with disabilities, and more.