For example, in 2008 of the 430,000 informal  it got from consumers, more than 19,000 were directly related to wireless carriers services. But it is how the FCC , or doesn't handle in many cases, those complaints that has overseers more than a little concerned.

In a preliminary look at the and the wireless industry has not articulated goals that clearly identify intended outcomes of its efforts to address consumer complaints and lacks measures to demonstrate how well it is achieving intended outcomes. For example, has a goal to "improve customer experience" with its call centers and Web site, through which consumers submit complaints, but lacks measures of customer experience.

Further, it is not clear if the intended outcome of FCC's complaint handling efforts is resolving consumer problems or fostering communication between consumers and carriers. Consequently, consumers what to expect from FCC's complaint process, and the effectiveness of FCC's efforts to assist consumers with complaints is unclear, the GAO stated.

FCC officials told the GAO that the agency's role in addressing complaints, as outlined in the law, is to facilitate communication between the consumer and the carrier and that FCC lacks the authority to compel a carrier to take action to satisfy many consumer concerns. Thus, it is not clear if the intended outcome of FCC's complaint handling efforts is resolving consumer problems, fostering communication between consumers and carriers, or both.

Furthermore, FCC has not established measures of its effectiveness in either resolving consumer problems or fostering communication between consumers and carriers. For example, FCC does not measure consumer satisfaction with its complaint-handling efforts.