The Biden Administration on Monday launched a new initiative, “Time is Money,” a government wide effort to crack down on all the ways that corporations,“through excessive paperwork, hold times, and general aggravation,” add unnecessary headaches and hassles to people’s days, according to the White House.
Federal agencies announced new steps to reduce paperwork, shorten wait times and make it easier to cancel subscriptions and memberships. As part of the effort, the FCC launched an inquiry into whether to extend those requirements to telephone, broadband and cable companies.
“Consumers deserve the ability to resolve problems quickly and easily, in a way that works for them, not just what benefits the company’s bottom line,” said Chairwoman Jessica Rosenworcel. “Through this effort, we want to explore options to take some of the pain out of routine customer service problems and pass along cost savings to consumers.”
The FCC Notice of Inquiry would seek comment on a number of related topics including, but not limited to:
- Simple cancellation;
- Access to live representatives;
- Establishing uniform requirements regarding installations, outages, and service calls;
- Automatic renewal of service or price increases;
- Special considerations for people with disabilities, and more.
“These hassles don’t just happen by accident. Companies often deliberately design their business processes to be time-consuming or otherwise burdensome for consumers, in order to deter them from getting a rebate or refund they are due or canceling a subscription or membership they no longer want — all with the goal of maximizing profits,” the Administration said.
The Federal Trade Commission is reviewing public comments about a proposed rule to require companies to make it as easy to cancel a subscription or service as it was to sign up for it. The Consumer Financial Protection Bureau will initiate a rulemaking to require companies under its jurisdiction to let customers talk to a human by pressing a single button. “If you want to talk to a human, you should be able to talk to a human at convenient times and without interminable waits,” according to the Administration.
By Leslie Stimson, Inside Towers Washington Bureau Chief
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