Consumer Communications Transparency Act (CCTA)

The Consumer Communication Transparency Act (CCTA)

SECTION 1. SHORT TITLE.
This Act may be cited as the "Consumer Communication Transparency Act."

SECTION 2. FINDINGS AND PURPOSE.

(a) Findings. Congress finds that:

1. Organizations, including financial institutions, routinely record customer calls for quality assurance, regulatory compliance, and dispute resolution purposes.

2. Customers currently lack equitable access to these recordings, often requiring a subpoena to obtain them, creating a significant burden.

3. The disparity in access to these records disadvantages consumers in resolving disputes and holding organizations accountable.

(b) Purpose. The purpose of this Act is to:

1. Provide consumers with timely, fair access to recordings or transcripts of their communications with organizations.

2. Establish standards for the secure release of such records to protect sensitive information.

3. Foster trust, transparency, and accountability in consumer-business relationships.

SECTION 3. DEFINITIONS.
For the purposes of this Act:

1. Consumer: Any individual who uses, purchases, or subscribes to goods, services, or financial products from an organization.

2. Organization: Any business entity, including banks, credit unions, telecommunications companies, and service providers, that records consumer communications.

3. Recorded Communication: Any voice or video interaction between a consumer and an organization that is recorded by the organization.

4. Transcript: A text-based representation of a recorded communication.

SECTION 4. CONSUMER ACCESS TO RECORDED COMMUNICATIONS.

(a) Right to Access.

1. Consumers shall have the right to request and obtain copies of recordings or transcripts of their communications with an organization.

2. Organizations must make such recordings or transcripts available to the consumer within 30 days of receiving a request.

(b) Request Procedure.

1. Organizations shall provide a clear and accessible process for consumers to request recordings or transcripts.

2. Requests may be submitted via an organization’s website, app, or in writing.

(c) Costs.

1. Organizations may charge a reasonable fee for providing recordings or transcripts, limited to the administrative costs of producing and delivering them.

2. Fees must be disclosed to the consumer at the time of the request and may not exceed $25 per recording or transcript.

SECTION 5. PROTECTION OF SENSITIVE INFORMATION.

(a) Redaction of Sensitive Data.

1. Organizations may redact or anonymize sensitive third-party information from recordings or transcripts before release to the consumer.

2. Redactions must be clearly identified in the transcript or recording.

(b) Secure Delivery.

1. Recordings or transcripts must be provided via secure electronic delivery or other secure means to protect consumer privacy.

2. Consumers must verify their identity before receiving access.

SECTION 6. PENALTIES FOR NONCOMPLIANCE.

1. Organizations that fail to comply with this Act shall be subject to:

   • A civil penalty of up to $10,000 per violation.

   • Additional penalties for willful noncompliance, as determined by the Consumer Financial Protection Bureau (CFPB).

2. Consumers may seek statutory damages or injunctive relief through civil action in cases of noncompliance.

SECTION 7. ENFORCEMENT.

1. The Consumer Financial Protection Bureau (CFPB) shall oversee and enforce compliance with this Act for consumer and business accounts.

2. The Federal Trade Commission (FTC) shall provide additional enforcement for non-financial organizations.

SECTION 8. RULEMAKING.

1. The CFPB and FTC shall issue regulations within 180 days of enactment to implement this Act, including:

   • Standards for redaction and secure delivery of records.

   • Guidelines for calculating reasonable fees.

SECTION 9. EFFECTIVE DATE.

This Act shall take effect 90 days after enactment.

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