BILLING CODE: 4810-AM-P
CONSUMER FINANCIAL PROTECTION BUREAU
[Docket No. CFPB-2024-0026]
Agency Information Collection Activities; Comment Request
AGENCY: Consumer Financial Protection Bureau.
ACTION: Notice and request for comment.
SUMMARY: In accordance with the Paperwork Reduction Act of 1995 (PRA), the Consumer
Financial Protection Bureau (CFPB) requests the Office of Management and Budget’s (OMB’s)
approval of a new information collection titled “Consumer Complaint Survey.”
DATES: Written comments are encouraged and must be received on or before [INSERT
DATE 30 DAYS AFTER DATE OF PUBLICATION IN THE FEDERAL REGISTER] to
be assured of consideration.
ADDRESSES: Written comments and recommendations for the proposed information
collection should be sent within 30 days of publication of this notice to
www.reginfo.gov/public/do/PRAMain. Find this particular information collection by selecting
“Currently under 30-day Review - Open for Public Comments” or by using the search function.
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: Requests for additional information should
be directed to Anthony May, Paperwork Reduction Act Officer, at (202) 435-7278, or email:
CFPB_PRA@cfpb.gov. If you require this document in an alternative electronic format, please
contact CFPB_Accessibility@cfpb.gov. Please do not submit comments to these email boxes.
SUPPLEMENTARY INFORMATION:
Title of Collection: Consumer Complaint Survey.
OMB Control Number: 3170-00XX.

Type of Review: New information collection.
Affected Public: Individuals or Households.
Estimated Number of Respondents: 9,200.
Estimated Total Annual Burden Hours: 1,840.
Abstract: The Dodd-Frank Wall Street Reform and Consumer Protection Act charges the CFPB
with researching, analyzing, and reporting on topics relating to the CFPB's mission including
consumer behavior, consumer awareness, and developments in markets for consumer financial
products and services. To improve its understanding of consumers and institutional actors in
financial markets, the CFPB makes use of data collected through the complaint process. The
CFPB seeks to enhance the utility of these data by better understanding the broader population of
consumers who experience issues with their financial products and services.
The CFPB proposes to collect data with two new surveys intended to identify factors that
influence a consumer's decision to use the complaint process. The initial pilot survey will focus
on consumers who have experienced issues with their credit cards and will include a sample of
people who have used the CFPB's complaint process, and another sample of people who
experienced similar issues but did not file a complaint with the CFPB. This design (known as a
case-control study) will allow us to identify key factors that are associated with submitting
regulatory complaints.
The pilot survey will inform a second survey which will focus on a broader range of
products and services. The second survey will (to the extent feasible) cover additional products
about which consumers can submit complaints to the CFPB including (but not limited to)
mortgages, vehicle loans, bank accounts, and debts owed to third-party debt collectors. Both
surveys will collect data about factors that may play a role in consumer's decision to submit a
complaint. These include information about their use of a given product, the problems they
encountered when using a given product, their attitudes and perceptions towards the product and
its offeror, as well as demographic information.

REQUEST FOR COMMENTS: The CFPB published a 60-day Federal Register notice on March
6, 2024 (89 FR 15981) under Docket Number: CFPB-2024-0007. The CFPB is publishing this
notice and soliciting comments on: (a) Whether the collection of information is necessary for the
proper performance of the functions of the CFPB, including whether the information will have
practical utility; (b) The accuracy of the CFPB'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 reviewed by OMB as part of its review of this
request. All comments will become a matter of public record.

Anthony May,
Paperwork Reduction Act Officer,
Consumer Financial Protection Bureau.

[FR Doc. 2024-13634 Filed: 6/20/2024 8:45 am; Publication Date: 6/21/2024]