WORKING TOGETHER TO PROTECT CONSUMERS Lyle S. Ishida Chief, - - PowerPoint PPT Presentation

WORKING TOGETHER TO PROTECT CONSUMERS

Lyle S. Ishida Chief, Consumer Affairs and Outreach Division Federal Communications Commission (202) 418-8240 / lyle.Ishida@fcc.gov www.fcc.gov/outreach

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Connects consumers and consumer-serving entities to the FCC

• Work across the Bureaus and Offices at the FCC in order to provide consumer-
• riented information to the public.
• Establish and maintain effective and robust outreach partnerships in order to

maximize the reach of accessible and actionable FCC consumer information.

• Plan and conduct a wide range of consumer outreach and education

campaigns, events, web-based communications, and other forms of outreach with consumers and consumer-serving entities

• Deliver electronic and hard copy consumer information to outside entities to

assist them in educating their membership, employees, and affiliates.

• Maintain compliance with Section 504 of the Rehabilitation Act of 1973. (Ensure

public accessibility to information for consumers with disabilities)

The Consumer Affairs and Outreach Division

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Our work includes --

• Consumer Webinars. Hosted webinars on preventing unwanted robocalls and other

consumer issues.

• Rural Tours. Staff travels to rural areas of the country to conduct a concentrated

series of consumer outreach events and education and awareness briefings with local and community leaders.

• Informational calls and newsletters. Free monthly informational conference calls

and bi-monthly newsletters provide outreach partners and consumers from across the country with timely information.

• Partnership coordination. Direct presence at partner events (real and virtual), joint

email blasts, provision of consumer information at partner locatons.

• Information and advocacy. Need an FCC point of contact? We’ll get you
• connected. Want to file a complaint or comment on a rulemaking? We’ll walk you

through it.

How we conduct outreach & education

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What we’re talking about and what consumers are asking about

• Robocalls/spoofing/fraud. The #1 item of complaint to the FCC. The FCC has been

aggressive at attacking this pernicious problem.

• Cramming and other “consumer pocketbook issues.” Consumer input from the road

while on rural tours reveals that consumers are still facing crammed phone bills.

• What is 5G? More broadly: What are the Gs? The start of 5G deployment by carriers

has generated questions from consumers who wonder about what it means to them.

• Accessibility to communications. Working with the FCC’s Disability Rights Office, we’re

working to connect with the nation’s community of consumers who have a disability.

• Communicating during emergencies. Weather and other emergencies seem as though

they occur with greater intensity and frequency. Keeping contact during emergencies will help consumers maintain personal safety and keep family members safe.

Our current outreach agenda

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Low-effort / high effectiveness partnership opportunities

• Joint email blasts. Coordinating messaging and sending joint email blasts builds reach.

We can help with subject-matter expertise, resources, and follow-up efforts.

• Train-the-trainer. We are happy to participate in your in-house training program for

consumer-serving units and people. We can add informational value and outreach materials to your efforts to serve local constituents.

• Informational webinars and conference calls – for public and non-public audiences. We

don’t just work bankers hours. We come to you when you can maximize audiences.

• Future outreach events and rural tours. We want to coordinate with you about on-the-

ground outreach events and train-the-trainer sessions.

• Concentrate on accessibility. Consumers with disabilities and those who speak English

as a second language crave governmental engagement. We have resources to help address specific needs.

Let’s work together

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FCC CAOD is easily accessible

• Group email. outreach@fcc.gov
• Group website: FCC.gov/outreach
• FCC Rural Tour.

Link to agenda: https://www.fcc.gov/news-events/events/2020/01/arizona-and-new- mexico-rural-tour Dispatches from the tour: https://www.fcc.gov/rural-tour-dispatches

• Meet the Consumer Affairs and Outreach Division team: https://www.fcc.gov/meet-

staff-caod

How to connect up and some information links