83 FR 9499 - Request for Information Regarding Bureau Public Reporting Practices of Consumer Complaint Information
BUREAU OF CONSUMER FINANCIAL PROTECTION Federal Register Volume 83, Issue 44 (March 6, 2018)
Federal Register Volume 83, Issue 44 (March 6, 2018)
| Page Range | 9499-9501 | |
| FR Document | 2018-04544 |
[Federal Register Volume 83, Number 44 (Tuesday, March 6, 2018)] [Notices] [Pages 9499-9501] From the Federal Register Online [www.thefederalregister.org] [FR Doc No: 2018-04544] ----------------------------------------------------------------------- BUREAU OF CONSUMER FINANCIAL PROTECTION [Docket No. CFPB-2 018-0006] Request for Information Regarding Bureau Public Reporting Practices of Consumer Complaint Information AGENCY: Bureau of Consumer Financial Protection. ACTION: Notice and request for information. ----------------------------------------------------------------------- SUMMARY: The Bureau of Consumer Financial Protection (Bureau) is seeking comments and information from interested parties to assist the Bureau in assessing potential changes that can be implemented to the Bureau's public reporting practices of consumer complaint information, consistent with law, to consider whether any changes to the practices would be appropriate. DATES: Comments must be received by June 4, 2018. ADDRESSES: You may submit responsive information and other comments, identified by Docket No. CFPB-2018-0006, by any of the following methods:Electronic: Go to http://www.regulations.gov. Follow the instructions for submitting comments. Email: FederalRegisterComments@cfpb.gov. Include Docket No. CFPB-2018-0006 in the subject line of the message. Mail: Comment Intake, Consumer Financial Protection Bureau, 1700 G Street NW, Washington, DC 20552. Hand Delivery/Courier: Comment Intake, Consumer Financial Protection Bureau, 1700 G Street NW, Washington, DC 20552. Instructions: The Bureau encourages the early submission of comments. All submissions must include the document title and docket number. Please note the number of the topic on which you are commenting at the top of each response (you do not need to address all topics). Because paper mail in the Washington, DC area and at the Bureau is subject to delay, commenters are encouraged to submit comments electronically. In general, all comments received will be posted without change to http://www.regulations.gov. In addition, comments will be available for public inspection and copying at 1700 G Street NW, Washington, DC 20552, on official business days between the hours of 10 a.m. and 5 p.m. eastern time. You can make an appointment to inspect the documents by telephoning 202-435-7275. All submissions in response to this request for information, including attachments and other supporting materials, will become part of the public record and subject to public disclosure. Proprietary information or sensitive personal information, such as account numbers or Social Security numbers, or names of other individuals, should not be included. Submissions will not be edited to remove any identifying or contact information. FOR FURTHER INFORMATION CONTACT: Darian Dorsey, Deputy Assistant Director, Office of Consumer Response, at 202-435-7268. If you require this document in an alternative electronic format, please contact CFPB_Accessibility@cfpb.gov. SUPPLEMENTARY INFORMATION: An important aspect of the Bureau's mission is hearing directly from the American public about their experiences in the consumer financial marketplace. Pursuant to 12 U.S.C. 5511(c)(2), ``collecting, investigating, and responding to consumer complaints'' is one of the six statutory ``primary functions'' of the Bureau. Since it began collecting complaints in July 2011, the Bureau has published a variety of reports analyzing complaints and responses. Some of these reports are specifically required by the Act.\1\ Others are intended to meet the Bureau's objective of ensuring ``markets for consumer financial products and services operate transparently and efficiently to facilitate access and innovation.'' \2\ --------------------------------------------------------------------------- \1\ 12 U.S.C. 5493(b)(3)(C), 5496(c)(4). \2\ 12 U.S.C. 5511(b)(5). --------------------------------------------------------------------------- Reports Required by the Act The Act requires the Bureau to provide certain information to Congress [[Page 9500]] about complaints and responses. In particular, 12 U.S.C. 5493(b)(3)(C) requires the Bureau to report annually to Congress information and analysis about complaint numbers, types, and, where applicable, resolution. 12 U.S.C. 5496(c)(4) requires the Bureau to submit semi- annual reports to the President and certain congressional committees covering a range of topics, including ``an analysis of complaints about consumer financial products or services that the Bureau has received and collected in its central database on complaints during the preceding year.'' \3\ To meet its statutory obligations, the Bureau publishes these reports, highlighting aggregated complaint information, including complaint volume over time, company closure categories, and product and issue breakdowns. Reports also include qualitative analyses of common issues and trends in complaints for consumer financial products and services. --------------------------------------------------------------------------- \3\ In addition, 12 U.S.C. 5535(d)(1) directs the Private Education Loan Ombudsman--whose functions include reviewing and analyzing private education loan complaints--to ``prepare an annual report that describes the activities, and evaluates the effectiveness of the Ombudsman during the preceding year.'' --------------------------------------------------------------------------- Monthly Complaint Reports In July 2015, the Bureau began publishing a series of monthly complaint reports to highlight trends from consumer complaints submitted to the Bureau. Monthly complaint reports include complaint data on complaint volume, most-complained-about companies, state and local information, and product trends. Each report highlights a particular product and geographic location and provides insight into the consumer complaints handled by the Bureau. The report uses three- month rolling averages, comparing the current average to the same period in the prior year, where appropriate, to account for monthly and seasonal fluctuations. In some cases, month-to-month comparisons are used to highlight more immediate trends. Special Edition Complaint Reports In May 2017, the Bureau began publishing special edition monthly complaint reports that highlight complaint information not routinely covered by statutorily-required and monthly complaint reports. These reports include, for example, complaint information aggregated for all 50 States, complaint information aggregated by specific population groups (e.g., servicemembers), and consumer feedback aggregated by product category. Special edition complaint reports sometime include additional information about a subset of complaints that may be of interest to readers (e.g., a report on servicemembers included a breakdown on the branch of military service). Consumer Complaint Database After requesting public comment on a proposed policy statement, in June 2012 the Bureau issued a final policy statement and began publishing consumers' credit card complaints in a public web-based database.\4\ The Bureau subsequently sought public comment on expansions of the database to include complaints about additional consumer financial products and services and consumer narratives.\5\ The purpose of the public Consumer Complaint Database is to provide timely and understandable information and to improve the functioning of the market, in line with the Bureau's objectives.\6\ Complaints are listed in the database when the company responds to the complaint confirming a relationship with the consumer or after the company has had the complaint for 15 calendar days, whichever comes first. Complaints are not published if they do not meet all of the publication criteria described in the final policy statements.\7\ Complaints submitted by unauthorized third parties, complaints that are the result of fraud, scams, or business identity theft, and complaints referred to other regulators, such as complaints about depository institutions with less than $10 billion in assets, are not published in the Consumer Complaint Database. --------------------------------------------------------------------------- \4\ Disclosure of Certain Credit Card Complaint Data, 76 FR 76628 (December 8, 2011); Disclosure of Certain Credit Card Complaint Data, 77 FR 37558 (June 22, 2012). \5\ Disclosure of Consumer Complaint Data, 77 FR 37616 (June 22, 2012); Disclosure of Consumer Complaint Data, 78 FR 21218 (April 10, 2013); Disclosure of Consumer Complaint Narrative Data, 79 FR 45183 (August 4, 2014); Disclosure of Consumer Complaint Narrative Data, 80 FR 15572 (March 24, 2015). \6\ 12 U.S.C. 5511(b)(1), (5). \7\ For additional information, see ``Consumer Complaint Database,'' https://www.consumerfinance.gov/data-research/consumer-complaints/ (last visited Feb. 27, 2018). --------------------------------------------------------------------------- Overview of This Request for Information The Bureau is using this request for information (RFI) to seek public input regarding potential changes that can be implemented to the Bureau's public reporting practices of consumer complaint information, consistent with law, to consider whether any changes to the practices would be appropriate. The Bureau encourages comments from all interested members of the public. The Bureau anticipates that the responding public may include financial industry participants, government agencies, consumer advocacy and financial education groups, trade associations, academic and research organizations, and consumers. The Bureau will issue a subsequent RFI seeking public input regarding consumer inquiries and related process activities. The purpose of this RFI is to seek feedback on all aspects of its consumer complaint reporting and publication practices; the Bureau is not seeking comment in this RFI on consumer inquiries and related process activities. Suggested Topics for Commenters To allow the Bureau to more effectively evaluate suggestions, the Bureau requests that, where possible, comments include: The usefulness of complaint reporting and analysis to external stakeholders, including but not limited to financial industry participants, government agencies, consumer advocacy and financial education groups, trade associations, academic and research organizations, and consumers; and Specific suggestions or best practices for complaint reporting and publication given the Bureau's statutory objectives, including the Bureau's objective to ensure that markets for consumer financial products and services operate transparently and efficiently to facilitate access and innovation.\8\ --------------------------------------------------------------------------- \8\ 12 U.S.C. 5511(b)(5). --------------------------------------------------------------------------- The following represents a preliminary attempt by the Bureau to identify elements of Bureau complaint reporting and publication practices on which it should immediately focus. This non-exhaustive list is meant to assist in the formulation of comments and is not intended to restrict the issues that may be addressed. In addressing these issues and questions, the Bureau requests that commenters identify with specificity the consumer complaint reporting and publication practices at issue, providing legal citations where appropriate and available. The Bureau is seeking feedback on all aspects of its consumer complaint reporting and publication practices, including: 1. Specific, statutorily-permissible suggestions regarding the frequency of the Bureau's reporting on consumer complaints; 2. Specific, statutorily-permissible suggestions on the content of the Bureau's reporting on consumer complaints, including: [[Page 9501]] a. Whether the Bureau should include more, less, or the same amount of reporting on State and local complaint trends; b. Whether it is net beneficial or net harmful to the transparent and efficient operation of markets for consumer financial products and services for the Bureau to publish the names of the most-complained- about companies; c. Whether the Bureau should provide more, less, or the same data fields in the Consumer Complaint Database; d. Whether the Bureau should provide more, less, or the same amount of context for complaint information, particularly with regard to product or service market size and company share; e. Whether the Bureau should supplement observations from consumer complaints with observations of company responses to complaints; f. Whether the Bureau should share more, less, or the same amount of information on month-to-month trends; and g. Whether the Bureau should share more, less, or the same amount of information on particular products and services; 3. Specific suggestions on the reporting methodology, including: a. Should the Bureau continue to analyze data for seasonal fluctuations? If so, how?; and b. Should the Bureau provide more, less, or the same amount of context for complaint information, particularly with regard to product and service market size and company share, including what data set(s) or data source(s) the Bureau should use; 4. Specific, statutorily-permissible suggestions for the publication process of consumer complaint information, including: a. Whether the Bureau should provide the public with a publication schedule; b. Whether the Bureau should notify the most-complained-about companies of their inclusion in a Bureau report prior to publication and invite company comment; c. Whether the Bureau should devote resources to building tools to enable users to analyze complaint information; and d. Whether the Bureau should expand, limit, or maintain the same level of access to complaint information available to external stakeholders such as financial institutions and the public. Authority: 12 U.S.C. 5511(c). Dated: March 1, 2018. Mick Mulvaney, Acting Director, Bureau of Consumer Financial Protection. [FR Doc. 2018-04544 Filed 3-5-18; 8:45 am] BILLING CODE 4810-AM-P
![Federal Register / Vol. 83, No. 44 / Tuesday, March 6, 2018 / Notices 9499
CBAC Mortgages and Small Business cabandcouncilsevents@cfpb.gov by Instructions: The Bureau encourages
Lending Markets Subcommittee will noon, Wednesday, March 21, 2018. the early submission of comments. All
take place on Thursday, March 22, 2018, Members of the public must RSVP by submissions must include the document
1:15 p.m. to 2:15 p.m. eastern daylight the due date and must include ‘‘CBAC’’ title and docket number. Please note the
time. in the subject line of the RSVP. number of the topic on which you are
ADDRESSES: The meeting location is the commenting at the top of each response
III. Availability (you do not need to address all topics).
Consumer Financial Protection Bureau,
1700 G Street NW, Washington, DC The Council’s agenda will be made Because paper mail in the Washington,
20552. available to the public on Wednesday DC area and at the Bureau is subject to
March 7, 2018, via delay, commenters are encouraged to
FOR FURTHER INFORMATION CONTACT: consumerfinance.gov. Individuals submit comments electronically. In
Crystal Dully, Outreach and Engagement should express in their RSVP if they general, all comments received will be
Associate, 202–435–9588, CFPB_ require a paper copy of the agenda. posted without change to http://
CABandCouncilsEvents@cfpb.gov, A recording and summary of this www.regulations.gov. In addition,
Consumer Advisory Board and Councils meeting will be available after the comments will be available for public
Office, External Affairs, 1700 G Street meeting on the CFPB’s website inspection and copying at 1700 G Street
NW, Washington, DC 20552. If you consumerfinance.gov. NW, Washington, DC 20552, on official
require this document in an alternative business days between the hours of 10
electronic format, please contact CFPB_ Dated: February 28, 2018.
Kirsten Sutton,
a.m. and 5 p.m. eastern time. You can
Accessibility@cfpb.gov. make an appointment to inspect the
SUPPLEMENTARY INFORMATION: Chief of Staff, Bureau of Consumer Financial
Protection.
documents by telephoning 202–435–
I. Background 7275.
[FR Doc. 2018–04438 Filed 3–5–18; 8:45 am]
All submissions in response to this
Section 2 of the CBAC Charter BILLING CODE 4810–AM–P request for information, including
provides: Pursuant to the executive and attachments and other supporting
administrative powers conferred on the materials, will become part of the public
Bureau by section 1012 of the Dodd- BUREAU OF CONSUMER FINANCIAL record and subject to public disclosure.
Frank Wall Street Reform and Consumer PROTECTION Proprietary information or sensitive
Protection Act (Dodd-Frank Act), the [Docket No. CFPB–2 018–0006] personal information, such as account
Director established the Community numbers or Social Security numbers, or
Bank Advisory Council under agency Request for Information Regarding names of other individuals, should not
authority. Bureau Public Reporting Practices of be included. Submissions will not be
Section 3 of the CBAC Charter states: Consumer Complaint Information edited to remove any identifying or
‘‘The purpose of the Advisory Council contact information.
is to advise the Bureau in the exercise AGENCY: Bureau of Consumer Financial
Protection. FOR FURTHER INFORMATION CONTACT:
of its functions under the federal Darian Dorsey, Deputy Assistant
consumer financial laws as they pertain ACTION: Notice and request for
Director, Office of Consumer Response,
to community banks with total assets of information. at 202–435–7268. If you require this
$10 billion or less’’ document in an alternative electronic
SUMMARY: The Bureau of Consumer
II. Agenda Financial Protection (Bureau) is seeking format, please contact CFPB_
comments and information from Accessibility@cfpb.gov.
The Community Bank Advisory
interested parties to assist the Bureau in SUPPLEMENTARY INFORMATION: An
Council will discuss a call for evidence,
assessing potential changes that can be important aspect of the Bureau’s
regulatory updates, and the Home
implemented to the Bureau’s public mission is hearing directly from the
Mortgage Disclosure Act (HMDA).
reporting practices of consumer American public about their
Persons who need a reasonable
complaint information, consistent with experiences in the consumer financial
accommodation to participate should
law, to consider whether any changes to marketplace. Pursuant to 12 U.S.C.
contact CFPB_504Request@cfpb.gov,
the practices would be appropriate. 5511(c)(2), ‘‘collecting, investigating,
202–435–9EEO, 1–855–233–0362, or
DATES: Comments must be received by
and responding to consumer
202–435–9742 (TTY) at least ten
June 4, 2018. complaints’’ is one of the six statutory
business days prior to the meeting or ‘‘primary functions’’ of the Bureau.
event to request assistance. The request ADDRESSES: You may submit responsive
Since it began collecting complaints in
must identify the date, time, location, information and other comments, July 2011, the Bureau has published a
and title of the meeting or event, the identified by Docket No. CFPB–2018– variety of reports analyzing complaints
nature of the assistance requested, and 0006, by any of the following methods: and responses. Some of these reports are
contact information for the requester. • Electronic: Go to http:// specifically required by the Act.1 Others
CFPB will strive to provide, but cannot www.regulations.gov. Follow the are intended to meet the Bureau’s
guarantee that accommodation will be instructions for submitting comments. objective of ensuring ‘‘markets for
provided for late requests. • Email: FederalRegisterComments@ consumer financial products and
Written comments will be accepted cfpb.gov. Include Docket No. CFPB– services operate transparently and
from interested members of the public 2018–0006 in the subject line of the efficiently to facilitate access and
and should be sent to CFPB_
sradovich on DSK3GMQ082PROD with NOTICES
message. innovation.’’ 2
CABandCouncilsEvents@cfpb.gov, a • Mail: Comment Intake, Consumer
minimum of seven (7) days in advance Financial Protection Bureau, 1700 G Reports Required by the Act
of the meeting. The comments will be Street NW, Washington, DC 20552. The Act requires the Bureau to
provided to the CBAC members for • Hand Delivery/Courier: Comment provide certain information to Congress
consideration. Individuals who wish to Intake, Consumer Financial Protection
attend the Community Bank Advisory Bureau, 1700 G Street NW, Washington, 1 12 U.S.C. 5493(b)(3)(C), 5496(c)(4).
Council meeting must RSVP to cfpb_ DC 20552. 2 12 U.S.C. 5511(b)(5).
VerDate Sep<11>2014 21:39 Mar 05, 2018 Jkt 244001 PO 00000 Frm 00026 Fmt 4703 Sfmt 4703 E:\FR\FM\06MRN1.SGM 06MRN1](https://thefederalregister.org/doc/83_FR_9543/page/1.svg)
![Federal Register / Vol. 83, No. 44 / Tuesday, March 6, 2018 / Notices 9501
a. Whether the Bureau should include DEPARTMENT OF DEFENSE DEPARTMENT OF DEFENSE
more, less, or the same amount of
reporting on State and local complaint Defense Acquisition Regulations Defense Acquisition Regulations
trends; System System
b. Whether it is net beneficial or net
harmful to the transparent and efficient Early Engagement Opportunity: [Docket Number DARS–2018–0009; OMB
operation of markets for consumer Control Number 0704–0479]
Implementation of National Defense
financial products and services for the Authorization Act for Fiscal Year 2018 Information Collection Requirement;
Bureau to publish the names of the Defense Federal Acquisition
most-complained-about companies; AGENCY: Department of Defense (DoD). Regulation Supplement; Earned Value
c. Whether the Bureau should provide
ACTION: Notice. Management System
more, less, or the same data fields in the
Consumer Complaint Database; AGENCY: Defense Acquisition
d. Whether the Bureau should provide SUMMARY: DoD announces an early Regulations System, Department of
more, less, or the same amount of engagement opportunity regarding Defense (DoD).
context for complaint information, implementation of the National Defense ACTION: Notice and request for
particularly with regard to product or Authorization Act (NDAA) for Fiscal comments regarding a proposed
service market size and company share; Year (FY) 2018 within the acquisition extension of an approved information
e. Whether the Bureau should regulations. collection requirement.
supplement observations from
consumer complaints with observations DATES: Early inputs should be submitted SUMMARY: In compliance with the
of company responses to complaints; in writing via the Defense Acquisition Paperwork Reduction Act of 1995, DoD
f. Whether the Bureau should share Regulations System (DARS) website announces the proposed extension of a
more, less, or the same amount of shown below. The website will be public information collection
information on month-to-month trends; updated when early inputs will no requirement and seeks public comment
and longer be accepted. on the provisions thereof. DoD invites
g. Whether the Bureau should share
ADDRESSES: Submit early inputs via the comments on: Whether the proposed
more, less, or the same amount of
DARS website at http:// collection of information is necessary
information on particular products and
for the proper performance of the
services; www.acq.osd.mil/dpap/dars/
3. Specific suggestions on the functions of DoD, including whether the
index.html.
reporting methodology, including: information will have practical utility;
a. Should the Bureau continue to FOR FURTHER INFORMATION CONTACT: the accuracy of the estimate of the
analyze data for seasonal fluctuations? If Send inquiries via email to osd.dfars@ burden of the proposed information
so, how?; and mail.mil and reference ‘‘Early collection; ways to enhance the quality,
b. Should the Bureau provide more, Engagement Opportunity: utility, and clarity of the information to
less, or the same amount of context for Implementation of NDAA for FY 2018’’ be collected; and ways to minimize the
complaint information, particularly in the subject line. burden of the information collection on
with regard to product and service respondents, including the use of
market size and company share, SUPPLEMENTARY INFORMATION: DoD is automated collection techniques or
including what data set(s) or data providing an opportunity for the public other forms of information technology.
source(s) the Bureau should use; to provide early inputs on The Office of Management and Budget
4. Specific, statutorily-permissible implementation of the National Defense (OMB) has approved this information
suggestions for the publication process Authorization Act (NDAA) for Fiscal collection requirement for use through
of consumer complaint information, Year (FY) 2018 within the acquisition September 30, 2018. DoD proposes that
including: regulations. The public is invited to OMB extend its approval for three
a. Whether the Bureau should provide submit early inputs on sections of the additional years.
the public with a publication schedule; NDAA for FY 2018 via the DARS DATES: DoD will consider all comments
b. Whether the Bureau should notify website at http://www.acq.osd.mil/ received by May 7, 2018.
the most-complained-about companies
dpap/dars/index.html. The website will ADDRESSES: You may submit comments,
of their inclusion in a Bureau report
be updated when early inputs will no identified by OMB Control Number
prior to publication and invite company
comment; longer be accepted. Please note, this 0704–0479, using any of the following
c. Whether the Bureau should devote venue does not replace or circumvent methods:
resources to building tools to enable the rulemaking process; DARS will Æ Federal eRulemaking Portal: http://
users to analyze complaint information; engage in formal rulemaking, in www.regulations.gov. Follow the
and accordance with 41 U.S.C. 1303, when instructions for submitting comments.
d. Whether the Bureau should it has been determined that rulemaking Æ Email: osd.dfars@mail.mil. Include
expand, limit, or maintain the same is required to implement a section of the OMB Control Number 0704–0479 in the
level of access to complaint information NDAA for FY 2018 within the subject line of the message.
available to external stakeholders such acquisition regulations. Æ Fax: 571–372–6094.
as financial institutions and the public. Æ Mail: Defense Acquisition
Jennifer L. Hawes, Regulations System, Attn: Mr. Mark
sradovich on DSK3GMQ082PROD with NOTICES
Authority: 12 U.S.C. 5511(c).
Regulatory Control Officer Defense Gomersall, OUSD (A&S) DPAP (DARS),
Dated: March 1, 2018. Acquisition Regulations System. 3060 Defense Pentagon, Room 3B941,
Mick Mulvaney, [FR Doc. 2018–04511 Filed 3–5–18; 8:45 am] Washington, DC 20301–3060.
Acting Director, Bureau of Consumer BILLING CODE 5001–06–P
Comments received generally will be
Financial Protection. posted without change to http://
[FR Doc. 2018–04544 Filed 3–5–18; 8:45 am] www.regulations.gov, including any
BILLING CODE 4810–AM–P personal information provided.
VerDate Sep<11>2014 21:39 Mar 05, 2018 Jkt 244001 PO 00000 Frm 00028 Fmt 4703 Sfmt 4703 E:\FR\FM\06MRN1.SGM 06MRN1](https://thefederalregister.org/doc/83_FR_9543/page/3.svg)
Document Created: 2018-11-01 08:48:52
Document Modified: 2018-11-01 08:48:52
| 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 information. | |
| Dates | Comments must be received by June 4, 2018. | |
| Contact | Darian Dorsey, Deputy Assistant Director, Office of Consumer Response, at 202-435-7268. If you require this document in an alternative electronic format, please contact [email protected] | |
| FR Citation | 83 FR 9499 |
2024 Federal Register | Disclaimer | Privacy Policy
USC | CFR | eCFR