Accessibility Needs Take Center Stage in FCC’s Customer Service Inquiry

WASHINGTON, Nov. 25, 2024 – Renewed scrutiny of telecommunications customer service by the Federal Communications Commission has ignited debate over how, or if, industry practices should be regulated to protect consumers.

While nearly 40 consumer advocates and organizations like the National Association of the Deaf called for stronger protections to address customer service gaps, industry giants like USTelecom and NTCA  – the Rural Broadband Association argued that competition alone drives sufficient accountability.

The FCC inquiry, initiated by a narrow 3-2 vote in October, sought to gather public input on addressing widespread consumer service issues across the broadband, cable, satellite TV, and phone industries. Key concerns included difficulties with service cancellations, lengthy wait times, unexpected fees, and unexplained service outages.