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Customer Service Standards

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us. We welcome your comments on the quality of the service we provide, and on our performance as compared to these Customer Service Standards. Send your comments to: OMDCSSTF@fcc.gov


Access by Walk-in Customers to Commission Staff

All visitors to the FCC's Reference Information Center requesting public Commission information will be met with an informed and courteous staff and can expect response to their requests as follows: information readily available will be provided within 30 minutes; if the information is not available, the customer will be apprised of the status of their request and when to expect the information.


Telephonic Inquiries to Commission Staff

General Inquiries will be referred to the Consumer and Governmental Affairs Bureau (CGB) immediately. The voice telephone number is: 1-888-CALL-FCC (1-888-225-5322), and the TTY number is: 1-888-TELL-FCC (1-888-835-5322). CGB will respond to such inquiries within two business days. If unable to fully respond within two days, provide an estimate of time based on the complexity of the inquiry.


Internet Access by FCC Customers to the FCC and Individual Bureaus and Offices

The FCC web site will have a clear and consistent user interface that provides straightforward, timely access to FCC information.


E-Mail: General and Status Inquiries

General e-mail should be sent to: fccinfo@fcc.gov. CGB staff will acknowledge such inquiries within two business days. If unable to fully respond within two days, provide an estimate of time based on the complexity of the inquiry. Total time will not exceed 20 business days. Bureau/Office staff will acknowledge status inquiries within two business days and provide an estimate of time for a full response, based on the complexity of the inquiry. Total time will not exceed 20 business days.


Customer Satisfaction Report


Dates Access by
Walk-in
Telephone Inquiries E-Mail General
& Status Inquiries
Inquiries* Resolved by
Consumer Center's Staff
Automated Voice
Response System

1st Qtr, FY05
10/1/04 - 12/31/04
959 182,484 81,181 86,249 52,608

4th Qtr, FY04
7/1/04 - 9/30/04
1,571 201,162 83,148 111,699 49,638
3rd Qtr, FY04
4/1/04 - 6/30/04
1,241 213,357 85,962 99,817 65,453
2nd Qtr, FY04
1/1/04 - 3/31/04
1,153 270,066 96,603 126,941 66,608
1st Qtr, FY04
10/1/03 - 12/31/03
1,003 246,786 85,881 105,671 51,824

4th Qtr, FY03
7/1/03 - 9/30/03
1,268 210,968 77,492 89,166 43,488
3rd Qtr, FY03
4/1/03 - 6/30/03
1,413 205,182 80,391 110,249 49,663
2nd Qtr, FY03
1/1/03 - 3/31/03
1,466 200,508 76,218 111,106 44,190
1st Qtr, FY03
10/1/02 - 12/31/02
1,543 197,231 68,069 104,583 43,610

*The data are not cumulative. Total inquiries consist of calls resolved by the Consumer Center’s staff or by the automated voice response system (AVRS) and some calls are often abandoned before it reaches the AVRS.


last reviewed/updated on 3/3/05 


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