Study Criticizes Handling of Complaints by US FCC

WASHINGTON, March 13 (Reuters) – A congressional studyreleased on Thursday found serious shortcomings in the way theU.S. Federal Communications Commission handles complaints fromconsumers.

A study by the Government Accountability Office concludedthat about 83 percent of the complaint investigations conductedby the FCC between 2003 and 2006 were closed without anyenforcement action taken by the agency, and that it wasimpossible to determine why because the FCC did not collectenough data to follow up.

"Without an effective FCC enforcement program, consumersare left out in the cold," Edward Markey, chairman of the Housesubcommittee on telecommunications and the Internet, said afterthe report was issued.

The FCC is responsible for looking into complaints aboutphone carriers, as well as alleged violations of do-not-callrestrictions by telemarketers, and alleged violation ofindecency rules by broadcasters.

According to the GAO, the FCC’s enforcement bureau tookenforcement action in 3,400 cases, or about 9 percent of thetime. In another 32,200 cases, it said, the agency closed caseswithout taking action. In the remaining 3,200 cases, the GAOsaid, it was "not able to determine whether enforcement actionshad been taken."

"Without key management tools, FCC may have difficultyfully assuring Congress and other stakeholders that it ismeeting its enforcement mission of protecting the consumer,ensuring public safety, and encouraging competition," the GAOsaid..

FCC Chairman Kevin Martin responded to the GAO findings bysaying, "I appreciate the GAO’s examination of the FCC’senforcement efforts and welcome its recommendations."

However, the FCC disputed many of the GAO’s conclusions. Itsaid 71 percent of its investigations were closed after theagency determined there was no violation, while another 11percent were closed because not enough information was providedby the people who filed those complaints.

The agency said it had already undertaken improvements toits complaint system that were suggested by the GAO. Martinsaid the agency has been responding to all consumer complaintssince he became chairman in March 2005.

In its response, the FCC said the study contained a seriesof "incorrect statements" and was based on out-of-dateinformation.

The FCC said it had assessed a record $43 million in fineslast year and eliminated a backlog of more than 113,000complaints in recent years.(Editing by Gary Hill)