On the final full day of last week’s conference of state regulatory commissioner’s (the National Association of Regulatory Commissioner’s Winter Meeting) in Washington, D.C., there was an interesting panel session addressing wireless consumer concerns.
The wireless panel discussion began with the GAO’s December report on wireless consumer issues. While the GAO report revealed that consumers are somewhat or very satisfied with their wireless services (84%), there are still consumers that have complaints about their service. Some consumers are still experiencing problems related to billing issues, understanding charges, and service quality. The GAO recommends that the FCC improve its oversight of wireless consumer concerns and complaints.
FCC’s Consumer Affairs Bureau Chief Joel Gurin stated that the FCC is looking at all these issues and working closely with consumer representatives and state regulators to consider how the FCC can help consumers. Panelist Nebraska State Commissioner Anne Boyle spoke about the role state regulators can have in resolving consumer disputes regarding wireless service. Wireless industry association representative (Dane Snowden, CTIA) stated that the industry is listening to consumers and the concerns and issues they have, and the wireless market has responded.
These wireless consumer issues will continue to be addressed over the coming months. The FCC has a Notice of Inquiry directed at the information and disclosures consumers need when purchasing wireless phones and service. We expect that regulators and the industry will be working on resolving these issues, to help minimize customer dissatisfaction issues that continue to be raised by consumers aints and dissatisfactions that the regulator’s and industry aim to resolve.
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