New Consumer Help Center Is Designed To Enable Consumers, Streamline Complaint System

The first responsibility from the FCC is to represent consumers. Facilitating consumer interface with the Commission is really a major component of that responsibility. These days, we are proud to announce the launch of a new online Customer Help Center.

The Consumer Help Center will make the FCC more user-friendly, obtainable and transparent to consumers. This particular new capability is part of Leader Wheeler’s comprehensive review of the agency’s processes and operations. A significant goal of this effort is to take advantage of advances in technology to provide better company and support for consumers, now and in the future. The new tool launched today replaces the Commission’s previous complaint system with an easier-to-use, more consumer-friendly portal for filing plus monitoring complaints.

We see the Help Center as a new approach to enhancing marketing communications between the Commission and the public. Not only is it easier to use for consumers, the information gathered will be smoothly integrated with our policymaking and enforcement processes. The result is going to be better results for consumers and much better information for the agency. The insights we gain will help identify trends in consumer issues and allow us to focus Commission time, money, and resources on the issues that issue most.

Here are some key features of the Help Center:

  • Streamlined Process designed for Filing Complaints. The new web-based consumer interface supercedes 18 outdated complaint forms with one web portal. The system is interactive, guiding you toward one of the most relevant options.
  • Integrated Customer Education Tools. Our “one-stop shopping” portal combines complaint intake and educational materials. In some cases, the educational information will enable consumers to immediately solve a problem, without filing a complaint. If not, the complaint portal is right there and makes filing simple.
  • 24/7 Tracking of Complaint Status. You can now track the status of your complaint in real time by creating a unique log-in.
  • Faster Handling of Customer Complaints. The brand new system will promptly serve problems on providers, enabling them to respond more quickly to consumers.
  • More Transparency. The machine will make available to the public and internal staff a much wider array of aggregated consumer-complaint data than in the past, and a much more robust data dashboard will be obtainable in the future. Stay tuned. Tell us what you think. The new portal enables you to give us immediate feedback on your experience, and it is designed to be flexible and adaptable, so we will be able to continually improve our customer service.

We hope you will agree that our new Consumer Help Center is really a big step forward that will enable the FCC to better protect and inform consumers. We are committed to providing you with exceptional service.


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