Improving Customer Service and Protecting Consumers Through Onshoring

What it does

In this document, the Federal Communications Commission (Commission) proposes actions that would encourage and facilitate the onshoring of foreign call centers. Specifically, the Commission proposes rules and otherwise explore ways to improve customer service communications and better protect consumers' sensitive personal information by limiting use of foreign call centers and by improving standards applicable to a company's remaining foreign call center operations. It also seeks comment on extending these protections to modes of customer service communications other than calls, such as emails, texts, and on-line chats, and on ideas to deter scam and other unlawful calls made to the United States from foreign countries. Finally, it explore steps we can take to financially deter unlawful foreign-originated calls, such as bond requirements. The Commission proposes to apply these requirements to providers of telecommunications services, CMRS, interconnected VoIP service, cable television service, and DBS services, or affiliates of such providers. It also proposes to apply these requirements to the use of foreign call centers for consumer communications relating to internet access service offered by any of the foregoing providers or their affiliates and seeks comment on whether it should extend some or all of the proposed rules to providers of other types of services.

The Federal Communications Commission's summary, as published in the Federal Register.

What it would change

4 parts of Title 47 of the Code of Federal Regulations:

47 CFR 8, 47 CFR 25, 47 CFR 64, 47 CFR 76

What happens next and when

Comments are due on or before May 26, 2026 and reply comments are due on or before June 22, 2026.

The agency's dates, word for word.

Check it yourself

• The document in the Federal Register
• Title 47 on eCFR

The record as published

Source: the Federal Register (public domain). The document in the Federal Register