CFPB outlines steps to build on compliance with Plain Writing Act

By Katalina M. Bianco, J.D.

The Consumer Financial Protection Bureau’s 2016 Plain Writing Act Compliance Report describes how the bureau has built on prior efforts to speak and write in plain language, as required by the Act. In his message prefacing the report, CFPB Director Richard Cordray stresses that the CFPB is committed to helping the public make better use of the bureau’s tools, resources, and information by using clear language in its communications.

The bureau designated the Executive Secretary, Office of the Executive Secretariat, as the Senior Agency Official responsible for plain writing. The Executive Secretary designated two Associate Executive Secretaries in the Office of the Executive Secretariat to serve as Plain Language Coordinators.

Core principle. The CFPB reports that it has adopted plain language as a core principle for all consumer-facing content and follows plain-language guidelines when creating materials that:

• provide information to help consumers make financial choices to meet their own life goals;
• provide information to consumers about their rights under the federal consumer financial laws; and
• inform consumers about the bureau’s activities.

According to the report, although the CFPB recognizes that the Plain Writing Act does not govern internal writing, the bureau has adopted plain-writing principles for many internal materials, adopting a user-centered approach to writing.

Specific steps. The CFPB outlines the specific steps it has taken to meet its goal to write more clearly, accurately, and logically. Some of these steps include:

• offering training and information to bureau colleagues on using plain language;
• redesigning the CFPB website to make it clearer for consumers; and
• creating plain-language guides intended to help consumers open and manage checking accounts.

Consumer satisfaction. The report concludes by stating that the CFPB has received “minimal” feedback from consumers on its Plain Writing communications through the portal provided on the bureau’s Plain Language webpage.

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