SPST-0134 2015 Renewal

SPST-0134 2015 Renewal.doc

Customer Assistance

OMB: 3064-0134

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SUPPORTING STATEMENT

CUSTOMER ASSISTANCE

(OMB No. 3064-0134)



INTRODUCTION


The Customer Assistance information collection permits the FDIC to collect information from customers of financial institutions who have inquiries or complaints about service. Customers may document their complaints or inquiries to the FDIC using a letter or an optional Customer Assistance Form (6422/04), or an optional Business Assistance Form (6422/11). The forms allow for online completion and submission on the FDIC’s website, although it can still be completed in hard copy and mailed to the FDIC for those who prefer to do so.


A. JUSTIFICATION


1. Circumstances and Need


Consumers and bankers who wish to submit their complaints or inquiries to FDIC must do so in writing. The optional online customer assistance forms permit the FDIC to respond to consumers or businesses in an expeditious fashion. Submitting the form directly online will make the data submitted much more accurate.


2. Use of Information Collected


The information would be used to improve the way FDIC relates to consumers and businesses requesting assistance in resolving their complaint or inquiry. The FDIC would use the information provided on the form to review the information to provide a response to provide to the requestor, determine the nature of the complaint and inquiry, and what financial institution, if any, is involved.


3. Use of Technology to Reduce Burden


The Customer Assistance Form and the Business Assistance Form are available for the general public to submit a complaint or inquiry online through use of an interactive form.


4. Efforts to Identify Duplication


There is no duplication of reporting. The Customer Assistance Form and the Business Assistance Form will allow consumers or businesses another venue, other than by telephone or writing, to submit a complaint or inquiry.


5. Minimize the Burden on Small Entities


The submission of this information would have no burden on small banks.


6. Consequences of Less Frequent Collections


This capability is an optional method of submitting complaints and inquiries to the FDIC for consumers and businesses.


7. Special Circumstances


None.


8. Summary of Public Comments; Consultation


A Federal Register notice seeking comment was published on April 10, 2015 (80 FR 19318). No comments were received.


9. Payment or Gift to Respondents


None.


10. Confidentiality


No confidentiality issues anticipated. The Customer Assistance Form will display the standard Privacy Act Statement.


11. Information of a Sensitive Nature


No questions of a sensitive nature are included in the form.


12. Estimates of Annualized Burden


Number of respondents: 15,000 (14,550, customer assistance form; 450, business assistance form)

Time per response: 30 minutes

Total annual burden: 7500 hours.


13. Capital, Start-Up, Operating and Maintenance Costs


None.


14. Annual Cost to the Federal Government



None.


15. Reason for Program Changes or Adjustments


There is no change in total burden.


16. Publication


The information collected is for internal use and is not published.


17. Display of Expiration Date


The expiration date will be displayed.


18. Exceptions to Certification


None.


B. STATISTICAL METHODS


Not applicable.









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File Typeapplication/msword
File TitleSUPPORTING STATEMENT
AuthorFDIC
Last Modified ByPopeo, John
File Modified2015-06-24
File Created2015-06-24

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