81 FR 50484 - Agency Information Collection Activities: Comment Request

BUREAU OF CONSUMER FINANCIAL PROTECTION

Federal Register Volume 81, Issue 147 (August 1, 2016)

In accordance with the Paperwork Reduction Act of 1995 (PRA), the Bureau of Consumer Financial Protection (Bureau or CFPB) is requesting a new information collection titled, ``Consumer Response Company Response Survey.''

[Federal Register Volume 81, Number 147 (Monday, August 1, 2016)]
[Notices]
[Pages 50484-50485]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2016-18128]


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BUREAU OF CONSUMER FINANCIAL PROTECTION

[Docket No.: CFPB-2016-0041]


Agency Information Collection Activities: Comment Request

AGENCY: Bureau of Consumer Financial Protection.

ACTION: Notice and request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995 (PRA), 
the Bureau of Consumer Financial Protection (Bureau or CFPB) is 
requesting a new information collection titled, ``Consumer Response 
Company Response Survey.''

DATES: Written comments are encouraged and must be received on or 
before September 30, 2016 to be assured of consideration.

ADDRESSES: You may submit comments, identified by the title of the 
information collection, OMB Control Number (see below), and docket 
number (see above), by any of the following methods:
     Electronic: http://www.regulations.gov. Follow the 
instructions for submitting comments.
     Mail: Consumer Financial Protection Bureau (Attention: PRA 
Office), 1700 G Street NW., Washington, DC 20552.
     Hand Delivery/Courier: Consumer Financial Protection 
Bureau (Attention: PRA Office), 1275 First Street NE., Washington, DC 
20002.
    Please note that comments submitted after the comment period will 
not be accepted. In general, all comments received will become public 
records, including any personal information provided. Sensitive 
personal information, such as account numbers or Social Security 
numbers, should not be included.

FOR FURTHER INFORMATION CONTACT: Documentation prepared in support of 
this information collection request is available at 
www.regulations.gov. Requests for additional information should be 
directed to the Consumer Financial Protection Bureau, (Attention: PRA 
Office), 1700 G Street NW., Washington, DC 20552, (202) 435-9575, or 
email: [email protected]. Please do not submit comments to this 
mailbox.

SUPPLEMENTARY INFORMATION: 
    Title of Collection: Consumer Response Company Response Survey.
    OMB Control Number: 3170-00NEW.
    Type of Review: New collection.
    Affected Public: Individuals or Households.
    Estimated Number of Respondents: 43,050.
    Estimated Total Annual Burden Hours: 3,900.
    Abstract: The purpose of this information collection is to 
incorporate a short survey into the complaint closing process. 
Consumers will have the option to provide feedback on the company's 
response to and handling of their complaint via all channels including 
online, phone, fax, and mail. The results of this feedback will be 
shared with the company that responded to the complaint to inform its 
complaint handling. The feedback will also be used to inform CFPB's 
work to supervise companies, enforce Federal consumer financial laws, 
write better rules and regulations and monitor the market for consumer 
financial products and services. Consistent with the Bureau's policy 
statement on Disclosure of Consumer Complaint Data, the Bureau will 
evaluate the data collected from consumer feedback before publication 
on the Consumer Complaint Database. The Bureau anticipates publication 
of consumer feedback to highlight positive company behavior, provide 
consumers with timely and understandable information about consumer 
financial products and services, and improve the functioning, 
transparency, and efficiency of markets for such products and services. 
Only those feedback narratives for which opt-in consumer consent is 
obtained, and to which robust personal information scrubbing standard 
and methodology is applied, will be eligible for publication.
    This information collection reflects comments received in response 
to the Notice and Request for Information (RFI) the Bureau issued on 
March 24, 2015 (80 FR 15583), seeking input from the public on the 
potential collection and sharing of information about consumers' 
positive interactions with financial service providers including 
providing more information about a company's complaint handling such as 
highlighting the quality of responses to consumers by replacing the 
consumer ``dispute'' function with a two-part consumer feedback 
process. The consumer will have the ability to rate the company's 
response to and handling of his or her complaint on a one to five scale 
and provide a narrative description in support of the rating. Positive 
feedback about the company's handling of the consumer's complaint would 
be reflected by both high satisfaction scores and by the narrative in 
support of the score. Negative feedback about the company's handling of 
the consumer's complaint would be better supported and more useful to 
companies than the current ``dispute'' function. The Company Response 
Survey will replace the ``dispute'' option and allow consumers to offer 
both positive and negative feedback on their complaint experience.
    Request For Comments: Comments are invited on: (a) Whether the 
collection of information is necessary for the proper performance of 
the functions of the Bureau, including whether the information will 
have practical utility; (b) The accuracy of the Bureau's estimate of 
the burden of the collection of information, including the validity of 
the methods and the assumptions used; (c) Ways to enhance the quality, 
utility, and clarity of the

[[Page 50485]]

information to be collected; and (d) Ways to minimize the burden of the 
collection of information on respondents, including through the use of 
automated collection techniques or other forms of information 
technology. Comments submitted in response to this notice will be 
summarized and/or included in the request for Office of Management and 
Budget approval. All comments will become a matter of public record.

    Dated: July 27, 2016.
Darrin A. King,
Paperwork Reduction Act Officer, Bureau of Consumer Financial 
Protection.
[FR Doc. 2016-18128 Filed 7-29-16; 8:45 am]
 BILLING CODE 4810-AM-P