Massachusetts Attorney General Andrea Joy Campbell has aligned with a group of 15 attorneys general, urging the Federal Communications Commission (FCC) to implement rules that would enhance customer service experiences for users of internet, cable, voice, and broadcast satellite services. The coalition's letter supports the FCC's initiative to extend existing regulations, currently applicable only to cable providers, to encompass all service providers.
The Attorney General’s Office frequently receives complaints about unsatisfactory interactions with customer service representatives and online chatbots from these service providers. AG Campbell and her colleagues advocate for new rules that would streamline access to live agents, mandate automatic credits for service outages or missed appointments, improve training for customer service staff, and allow consumers access to their recorded conversations with representatives.
This collective action responds to an FCC Notice of Inquiry regarding the potential expansion of current regulations governing cable providers. Assistant Attorney General Carol Guerrero from the AGO’s Consumer Protection Division managed this matter.
AG Campbell's efforts are supported by attorneys general from Pennsylvania, California, New Jersey, Oregon, Illinois, Minnesota, Arizona, Connecticut, Vermont, Michigan, Colorado, Mississippi, Maryland, and the District of Columbia.