Attorney General Michelle Henry has taken the lead in a coalition of Attorneys General, urging the Federal Communications Commission (FCC) to enhance customer service standards for internet, cable, voice, and broadcast satellite providers. The coalition sent a letter advocating for rules that would improve routine customer service interactions and expand consumer options.
The Office of Attorney General frequently receives complaints about inadequate interactions with customer service representatives and online chatbots from these providers. In response, Attorney General Henry and her colleagues support the FCC's efforts to broaden existing requirements—currently applicable only to cable providers—to encompass all providers. The proposed rules include making it easier for consumers to reach live agents, mandating automatic credits for service outages or missed appointments, enhancing training for customer service representatives, and allowing consumers access to their recorded conversations with customer service representatives.
"Internet, cable, and broadcast satellite use is part of daily life for so many Pennsylvanians, so customer service should be up to par when consumers have issues with services they are paying for," stated Attorney General Henry. "More people use internet, satellite, and streaming services than ever before, so it only makes sense that customer service requirements for cable TV companies be extended to all modern mediums."
The Office of Attorney General is responsible for enforcing state Consumer Protection Laws and regularly mediates complaints against internet, voice, and cable service providers under these laws. The FCC is currently considering expanding the rules already in place for cable providers.
Joining Attorney General Henry in this initiative are Attorneys General from California, New Jersey, Massachusetts, Oregon, Illinois, Minnesota, Arizona, Connecticut, Vermont, Michigan, Colorado, Mississippi, Maryland and the District of Columbia.
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