Justification for Change July 2014

Justification for Non-material/Nonsubstantive Change to Currently Approved Collection
Consumer Financial Protection Bureau
Consumer Response Intake Form
OMB No. 3170-0011
The Consumer Financial Protection Bureau (CFPB) submits this memorandum to provide justification for
changes to the form associated with information collection 3170-0011 Consumer Response Intake Form
(Intake Form), approved by OMB on November 18, 2011.1 These revisions will be reflected in previouslyapproved information collection media (i.e., telephone script, “paper” form, and web form) and do not
represent a new collection instrument.
(1) Transfer of Financial Products and Services from Paper Version to Web Version of Form. The
CFPB’s Office of Consumer Response (Consumer Response) will expand its web-based consumer
complaint handling to include money orders, travelers checks, prepaid products, small-dollar consumer
loans (title lending, pawn lending, and installment loans), refund anticipation checks, deposit advances,
debt settlement, credit repair, and foreign exchange currencies. These products and services have been
available for selection on the “paper” version of the Intake Form as originally approved under
information collection 3170-0011 and, therefore, the revision to the CFPB’s website present no
substantive change to the collection. 2 We expect the number of respondents will be within range of the
anticipated number provided in the original OMB submission.
(2) Improved Paper Version of Intake Form. Moreover, the “paper” version of the Intake Form will be
improved so that certain financial product and service offerings collapse into general categories such as
“credit reporting,” “student loan,” and “prepaid card.” These categories reflect intuitive, plain language
improvements that have been informed by hundreds of written submissions, by mail and fax, and will
aid in efficient complaint handling. Overall, the paper version will be simpler, less cluttered, and easier
to understand. 3

1

Originally approved as a Department of Treasury/Department Offices form, the approved information collection
was transferred to the Consumer Financial Protection Bureau on November 21, 2011. ICR Reference Numbers
201106-1505-005, 201111-3170-004.
2
For screenshots of these revisions, see Attachment A.
3
The updated paper Intake Form is included as Attachments B.
1