Agency Information Collection Activities: Submission for OMB Review; Comment Request, 85938 [2016-28651]

Agencies

• BUREAU OF CONSUMER FINANCIAL PROTECTION

[Federal Register Volume 81, Number 229 (Tuesday, November 29, 2016)]
[Notices]
[Page 85938]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2016-28651]


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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.

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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 
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: https://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 https://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: CFPB_PRA@cfpb.gov. 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