Procedures used by FCC in handling common carrier complaints won’...

informal complaints by consumers, NAB hit “one size fits all” proposal, pointing out most consumer complaints against TV-radio are related to programming. Being “contextual in character,” such complaints are very different from those filed against telcos and “necessitate careful Commission review,” according to Assn. NAB also objected to FCC’s use of terms “objectionable material” and “public apology” in proposal, saying they raise “deep First Amendment concerns.” Among less than dozen comments filed, National Assn. of State Utility Consumer Advocates (NASUCA) generally supported FCC’s proposal, saying it would “encourage regulated entities to respond promptly and effectively to consumer concerns.” In particular, NASUCA said, FCC should coordinate its informal complaint process with those used by state regulators to “quickly resolve and accurately monitor complaints.” Verizon complained FCC proposal could extend carrier’s liability for “an open-ended period that often lasts many months, or even years… There is no public interest justification for subjecting carriers unnecessarily to this type of exposure simply because of delays in disposing of informal complaints, as the Commission here proposes.” Verizon Wireless said there’s no reason to have more lenient rules for small groups (because of their limited resources) as proposed by FCC and statute of limitations on informal complaints should encompass maximum of 2 years. SBC Communications said Commission’s “cookie- cutter approach” of applying one rule to variety of different service providers raises concerns. Present, informal complaint rules work well for common carriers, SBC said. On other hand, Tex. Office of Public Utility Counsel (OPC) said proposed changes to rules will benefit consumers by “centralizing and thereby simplifying” complaint process. Changes also would “promote predictability… and lead to greater operating efficiency,” OPC said, saying it “strongly urges” FCC to work with state and local govts. in processing complaints.