Generic Clearance for Consumer Complaint and Information Collection System (Testing and Feedback)

Forms and Documents

Document	Type	Status	Availability
IC Template - 3170-00XX(REVISED 10-31-13).pdf	Supplementary Document	Uploaded 2013-11-05	Available
Consumer Response Complaint Portal Closed Tab View (3).pdf	Supplementary Document	Uploaded 2013-07-10	Available
Consumer Response Government Portal Active Tab View (2)_Redacted.pdf	Supplementary Document	Uploaded 2013-07-11	Repair queued
Consumer Response Portal Details Screen (1)_Redacted.pdf	Supplementary Document	Uploaded 2013-07-11	Available
Intake Form OMB 3170-0011 Web.pdf	Supplementary Document	Uploaded 2013-07-10	Available
3170-0011 Consumer Complaint Intake Form CFPB Sample 7-12-2013.pdf	Supplementary Document	Uploaded 2013-07-12	Available
CR Gen Clearance Inventory 6-10-2013 818p.xls	Supplementary Document	Uploaded 2013-07-10	Available
3170-XXXX CR Generic SS (REVISED 10-31-13).pdf	Supporting Statement A	Uploaded 2013-11-05	Available

IC Document Collections

IC ID	Collection	Type	Status	Form
215679	Consumer Financial Protection Bureau Company Portal Interaction Survey	Other-Survey Communications	New
215361	Consumer Financial Protection Bureau (CFPB) Inquiries Consumer Satisfaction Survey (Consumer Response)	Other-Communications	New
213927	CFPB's Consumer Response Intake Form Improvement Study, Second Iteration (Intake Form Improvement Study II)	Other-Informed Consent	New
213832	Consumer Financial Protect Bureau (CFPB) Consumer Complaint Intake System Company Portal Boarding Form	Other-Test Form	New
213163	Consumer Response Intake Form Improvement Study	Other-Informed Consent	New
211774	Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey – National Pilot Survey (Consumer Response)	Other-Communications	New
210221	Usability Test for Consumer Satisfaction Survey of the CFPB Consumer Complaint Intake Form	Other-Survey Communications	New

ICR Details

OMB Control No: 3170-0042	ICR Reference No: 201307-3170-002
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: CFPB	Agency Tracking No: CFPB-2013-0022
Title: Generic Clearance for Consumer Complaint and Information Collection System (Testing and Feedback)
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 11/05/2013
	Date Received in OIRA: 07/25/2013
Terms of Clearance: This generic is used to inform changes to CFPB's existing Consumer Response Intake Form (3170-0011). OMB is approving this collection until May 2015 so that CFPB can coordinate this collection with 3170-0011 which is set to expire on 11/30/2014. Any changes that have been tested through this generic, which CFPB wants to include on the Intake Form, need to go through the standard 60-30 day notice for an ICR Revision to the 3170-0011 collection.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2015	36 Months From Approved
Responses	3,270,000	0	0
Time Burden (Hours)	418,260	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: Under Section 1013(b)(3) of the Dodd-Frank Act, the Bureau facilitates the centralized collection of, monitoring of, and response to complaints and inquiries regarding consumer financial products or services. The tasks of developing new questions and improving upon existing complaint questions along with related feedback to improve the complaint processing system would benefit from the streamlined flexibility of the generic clearance process. This generic clearance will allow the Bureau to test and pilot new and improved questions and requests for information. Stakeholder feedback will be used by Consumer Response to inform program improvements and enhancements as well as establishing their priority.

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Authorizing Statute(s): PL: Pub.L. 111 - 203 1013(b)(3), 1021(c)(2), and 10 Name of Law: Dodd-Frank and Wall Street Reform and Consumer Protection Act
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	76 FR 67128	10/31/2011
30-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 44931	07/25/2013
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 7

IC Title	Form No.	Form Name
Consumer Financial Protection Bureau Company Portal Interaction Survey
Consumer Financial Protect Bureau (CFPB) Consumer Complaint Intake System Company Portal Boarding Form
Usability Test for Consumer Satisfaction Survey of the CFPB Consumer Complaint Intake Form
CFPB's Consumer Response Intake Form Improvement Study, Second Iteration (Intake Form Improvement Study II)
Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey – National Pilot Survey (Consumer Response)
Consumer Response Intake Form Improvement Study
Consumer Financial Protection Bureau (CFPB) Inquiries Consumer Satisfaction Survey (Consumer Response)

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	3,270,000	0	0	3,270,000	0	0
Annual Time Burden (Hours)	418,260	0	0	418,260	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: New generic information collection plan.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Yes

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 07/25/2013

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