Customer Complaint Form

OMB Control No: 1557-0232	ICR Reference No: 201103-1557-005
Status: Historical Active	Previous ICR Reference No: 200901-1557-001
Agency/Subagency: TREAS/OCC	Agency Tracking No:
Title: Customer Complaint Form
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/28/2011
Retrieve Notice of Action (NOA)	Date Received in OIRA: 09/28/2011
Terms of Clearance: OMB is approving this collection for a year. This is because the new Consumer Financial Protection Bureau (CFPB) also has a similar collection by which to collection consumer complaints regarding their financial institutions. In the interim, OCC should coordinate with CFPB on this collection, and if it is determined that this collection is duplicative with CFPB's collection and mandate, whether this collection should be discontinued.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2012	36 Months From Approved	12/31/2011
Responses	81,180	0	22,000
Time Burden (Hours)	6,738	0	1,833
Cost Burden (Dollars)	0	0	0

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Abstract: The Customer Complaint Form was developed as a courtesy for those who contact the OCC's Customer Assistance Group and wish to file a formal, written complaint. On July 21, 2010, President Barack Obama signed into law the Dodd-Frank Wall Street Reform and Consumer Protection Act, P.L. 111-203, 124 Stat. 1376 (2010) (Dodd-Frank Act). As part of the comprehensive package of financial regulatory reform measures enacted, Title III of the Dodd-Frank Act transfers the powers, authorities, rights and duties of the Office of Thrift Supervision to other banking agencies, including the OCC, on July 21, 2011. The Dodd-Frank Act also abolishes the OTS ninety days after the transfer date. As a result of the Dodd-Frank Act, OCC is including in this information collection an increase in the number of consumer complaint forms filed to include the thrift institutions that formerly filed the OTS Consumer Complaint Form (former OMB Control Nos. 1550-0126; 1557-0291).

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Authorizing Statute(s): US Code: 12 USC 1 Name of Law: The National Bank Act

Citations for New Statutory Requirements: PL: Pub.L. 111 - 203 312 Name of Law: Dodd-Frank Wall Street Reform and Consumer Protection Act

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	76 FR 16477	03/23/2011
30-day Notice:	Federal Register Citation:	Citation Date:
	76 FR 60128	09/28/2011
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 1

IC Title Form No. Form Name Customer Complaint Form N/A Customer Complaint Form

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	81,180	22,000	1,180	0	58,000	0
Annual Time Burden (Hours)	6,738	1,833	98	0	4,807	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The increase in burden is due to the availability of more accurate burden estimates and the addition of the thrift institutions the OCC now regulates pursuant to Dodd-Frank.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Yes

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

Agency Contact: Kathryn Kaplan 7133364388 [email protected]

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
		(a) It is necessary for the proper performance of agency functions;
		(b) It avoids unnecessary duplication;
		(c) It reduces burden on small entities;
		(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;
		(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;
		(f) It indicates the retention periods for recordkeeping requirements;
		(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:
			(i) Why the information is being collected;
			(ii) Use of information;
			(iii) Burden estimate;
			(iv) Nature of response (voluntary, required for a benefit, or mandatory);
			(v) Nature and extent of confidentiality; and
			(vi) Need to display currently valid OMB control number;
		(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.
		(i) It uses effective and efficient statistical survey methodology (if applicable); and
		(j) It makes appropriate use of information technology.
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
Certification Date: 09/28/2011

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