81 FR 85938 - Agency Information Collection Activities: Submission for OMB Review; Comment Request
BUREAU OF CONSUMER FINANCIAL PROTECTION Federal Register Volume 81, Issue 229 (November 29, 2016)
Federal Register Volume 81, Issue 229 (November 29, 2016)
| Page Range | 85938-85938 | |
| FR Document | 2016-28651 |
[Federal Register Volume 81, Number 229 (Tuesday, November 29, 2016)] [Notices] [Page 85938] From the Federal Register Online [www.thefederalregister.org] [FR Doc No: 2016-28651] ======================================================================= ----------------------------------------------------------------------- BUREAU OF CONSUMER FINANCIAL PROTECTION [Docket No. CFPB-2016-0049] Agency Information Collection Activities: Submission for OMB Review; Comment Request AGENCY: Bureau of Consumer Financial Protection. ACTION: Notice and request for comment. ----------------------------------------------------------------------- SUMMARY: In accordance with the Paperwork Reduction Act of 1995 (PRA), the Bureau of Consumer Financial Protection (Bureau or CFPB) is proposing a new information collection titled, ``Consumer Response Customer Response Survey.'' DATES: Written comments are encouraged and must be received on or before December 29, 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. OMB: Office of Management and Budget, New Executive Office Building, Room 10235, Washington, DC 20503 or fax to (202) 395-5806. Mailed or faxed comments to OMB should be to the attention of the OMB Desk Officer for the Bureau of Consumer Financial Protection. 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.reginfo.gov (this link becomes active on the day following publication of this notice). Select ``Information Collection Review,'' under ``Currently under review, use the dropdown menu ``Select Agency'' and select ``Consumer Financial Protection Bureau'' (recent submissions to OMB will be at the top of the list). The same documentation is also available at http://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 email box. SUPPLEMENTARY INFORMATION: Title of Collection: Consumer Response Customer Response Survey. OMB Control Number: 3170-XXXX. Type of Review: New collection (Request for a new OMB control number). Affected Public: Individuals or Households. Estimated Number of Respondents: 93,700. Estimated Total Annual Burden Hours: 4,685. 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 the Bureau'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 the public 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 March 24, 2015 (80 FR 15583) Notice and Request for Information (RFI), 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 as well as comments received during the 60-day comment period and user testing conducting concurrent with the 60-day comment period. The consumer will have the ability to answer three questions about the company's response to and handling of his or her complaint, to rate the company's overall response using one- to-five stars 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 Consumer Complaint 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: The Bureau issued a 60-day Federal Register notice on August 1, 2016, 81 FR 50484, Docket Number: CFPB-2016-0041. Comments were solicited and continue to be 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 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 OMB approval. All comments will become a matter of public record. Dated: November 22, 2016. Darrin A. King, Paperwork Reduction Act Officer, Bureau of Consumer Financial Protection. [FR Doc. 2016-28651 Filed 11-28-16; 8:45 am] BILLING CODE 4810-AM-P
![85938 Federal Register / Vol. 81, No. 229 / Tuesday, November 29, 2016 / Notices
Dated: November 23, 2016. will be at the top of the list). The same interactions with financial service
Milton Brown, documentation is also available at providers including providing more
Deputy Chief Counsel, National http://www.regulations.gov. Requests for information about a company’s
Telecommunications and Information additional information should be complaint handling such as highlighting
Administration. directed to the Consumer Financial the quality of responses to consumers by
[FR Doc. 2016–28708 Filed 11–28–16; 8:45 am] Protection Bureau, (Attention: PRA replacing the consumer ‘‘dispute’’
BILLING CODE 3510–60–P Office), 1700 G Street NW., Washington, function with a two-part consumer
DC 20552, (202) 435–9575, or email: feedback process as well as comments
CFPB_PRA@cfpb.gov. Please do not received during the 60-day comment
BUREAU OF CONSUMER FINANCIAL submit comments to this email box. period and user testing conducting
PROTECTION SUPPLEMENTARY INFORMATION: concurrent with the 60-day comment
[Docket No. CFPB–2016–0049]
Title of Collection: Consumer period. The consumer will have the
Response Customer Response Survey. ability to answer three questions about
Agency Information Collection OMB Control Number: 3170–XXXX. the company’s response to and handling
Activities: Submission for OMB Type of Review: New collection of his or her complaint, to rate the
Review; Comment Request (Request for a new OMB control company’s overall response using one-
number). to-five stars and provide a narrative
AGENCY: Bureau of Consumer Financial Affected Public: Individuals or description in support of the rating.
Protection. Households. Positive feedback about the company’s
ACTION: Notice and request for comment. Estimated Number of Respondents: handling of the consumer’s complaint
93,700. would be reflected by both high
SUMMARY: In accordance with the Estimated Total Annual Burden
Paperwork Reduction Act of 1995 satisfaction scores and by the narrative
Hours: 4,685. in support of the score. Negative
(PRA), the Bureau of Consumer Abstract: The purpose of this
Financial Protection (Bureau or CFPB) is feedback about the company’s handling
information collection is to incorporate of the consumer’s complaint would be
proposing a new information collection a short survey into the complaint
titled, ‘‘Consumer Response Customer better supported and more useful to
closing process. Consumers will have companies than the current ‘‘dispute’’
Response Survey.’’ the option to provide feedback on the function. The Consumer Complaint
DATES: Written comments are company’s response to and handling of Company Response Survey will replace
encouraged and must be received on or their complaint via all channels
before December 29, 2016 to be assured the ‘‘dispute’’ option and allow
including online, phone, fax, and mail. consumers to offer both positive and
of consideration. The results of this feedback will be negative feedback on their complaint
ADDRESSES: You may submit comments, shared with the company that experience.
identified by the title of the information responded to the complaint to inform its
collection, OMB Control Number (see complaint handling. The feedback will Request for Comments: The Bureau
below), and docket number (see above), also be used to inform the Bureau’s issued a 60-day Federal Register notice
by any of the following methods: work to supervise companies, enforce on August 1, 2016, 81 FR 50484, Docket
• Electronic: http:// federal consumer financial laws, write Number: CFPB–2016–0041. Comments
www.regulations.gov. Follow the better rules and regulations, and were solicited and continue to be
instructions for submitting comments. monitor the market for consumer invited on: (a) Whether the collection of
• OMB: Office of Management and financial products and services. information is necessary for the proper
Budget, New Executive Office Building, Consistent with the Bureau’s policy performance of the functions of the
Room 10235, Washington, DC 20503 or statement on Disclosure of Consumer Bureau, including whether the
fax to (202) 395–5806. Mailed or faxed Complaint Data, the Bureau will information will have practical utility;
comments to OMB should be to the evaluate the data collected from (b) The accuracy of the Bureau’s
attention of the OMB Desk Officer for consumer feedback before publication estimate of the burden of the collection
the Bureau of Consumer Financial on the Consumer Complaint Database. of information, including the validity of
Protection. The Bureau anticipates publication of the methods and the assumptions used;
Please note that comments submitted consumer feedback to highlight positive (c) Ways to enhance the quality, utility,
after the comment period will not be company behavior, provide the public and clarity of the information to be
accepted. In general, all comments with timely and understandable collected; and (d) Ways to minimize the
received will become public records, information about consumer financial burden of the collection of information
including any personal information products and services, and improve the on respondents, including through the
provided. Sensitive personal functioning, transparency, and use of automated collection techniques
information, such as account numbers efficiency of markets for such products or other forms of information
or Social Security numbers, should not and services. Only those feedback technology. Comments submitted in
be included. narratives for which opt-in consumer response to this notice will be
FOR FURTHER INFORMATION CONTACT: consent is obtained, and to which robust summarized and/or included in the
Documentation prepared in support of personal information scrubbing request for OMB approval. All
this information collection request is standard and methodology is applied, comments will become a matter of
asabaliauskas on DSK3SPTVN1PROD with NOTICES
available at www.reginfo.gov (this link will be eligible for publication. public record.
becomes active on the day following This information collection reflects
Dated: November 22, 2016.
publication of this notice). Select comments received in response to the
‘‘Information Collection Review,’’ under March 24, 2015 (80 FR 15583) Notice Darrin A. King,
‘‘Currently under review, use the and Request for Information (RFI), Paperwork Reduction Act Officer, Bureau of
dropdown menu ‘‘Select Agency’’ and seeking input from the public on the Consumer Financial Protection.
select ‘‘Consumer Financial Protection potential collection and sharing of [FR Doc. 2016–28651 Filed 11–28–16; 8:45 am]
Bureau’’ (recent submissions to OMB information about consumers’ positive BILLING CODE 4810–AM–P
VerDate Sep<11>2014 17:48 Nov 28, 2016 Jkt 241001 PO 00000 Frm 00019 Fmt 4703 Sfmt 9990 E:\FR\FM\29NON1.SGM 29NON1](https://thefederalregister.org/doc/81_FR_86167/page/1.svg)
Document Created: 2016-11-29 00:33:30
Document Modified: 2016-11-29 00:33:30
| Category | Regulatory Information | |
| Collection | Federal Register | |
| sudoc Class | AE 2.7: GS 4.107: AE 2.106: | |
| Publisher | Office of the Federal Register, National Archives and Records Administration | |
| Section | Notices | |
| Action | Notice and request for comment. | |
| Dates | Written comments are encouraged and must be received on or before December 29, 2016 to be assured of consideration. | |
| Contact | Documentation prepared in support of this information collection request is available at www.reginfo.gov (this link becomes active on the day following publication of this notice). Select ``Information Collection Review,'' under ``Currently under review, use the dropdown menu ``Select Agency'' and select ``Consumer Financial Protection Bureau'' (recent submissions to OMB will be at the top of the list). The same documentation is also available at http://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 email box. | |
| FR Citation | 81 FR 85938 |
2025 Federal Register | Disclaimer | Privacy Policy
USC | CFR | eCFR