We get many calls and letters from telecom carriers concerning our procedure for handling informal complaints. To assist you in handling these complaints as efficiently as possible, we have compiled some frequently asked questions.

IMPORTANT: The information provided in connection with these frequently asked questions does not purport to identify all of the FCC rules, regulations or orders that may apply to a particular matter or situation. Each entity regulated by the FCC has an affirmative obligation to be informed and comply with all applicable rules, regulations and orders of the FCC.

How soon after receipt does the FCC forward complaints?
How long do carriers have to respond?
What should be in the response?
Where should written responses be filed?
Can written responses be faxed to the FCC?
Are slamming complaints handled the same as for other informal complaints?
Who responds to the consumer?
How long must companies retain records?
What if I have questions?
What are the different response types?

How soon after receipt does the FCC forward complaints?
The goal is to send complaints within ten business days of receipt.

How long do carriers have to respond?
Usually, carriers are given 30 calendar days to respond.

What should be in the response?
Industry is expected to respond specifically to all material allegations raised and to summarize the actions taken to satisfy the complaint. Each response should also include a subject line specifying: (1) the complainant's name; (2) the case number; (3) the * Response Type (NOIC, OSP, or CRAM) only for paper serves; and (4) the date of the Notice. In addition to responding to the allegations raised by the consumer, each company is directed to provide detailed information in response to any applicable questions as specified in the *Response Key Type that is sent to each company along with the consumer complaints.

Where should written responses be filed?
Written responses sent by the USPS first-class mail, Express Mail, and Priority Mail must be addressed to the Commission's Headquarters at 445 12th Street, SW, Washington, D.C. 20554 Attention: Consumer & Governmental Affairs Bureau. Other messenger-delivered documents, including documents sent by overnight mail, must be addressed to 9300 East Hampton Drive, Capitol Heights, MD 20743. For additional information on filing documents with or contacting the FCC go to http://www.fcc.gov/contacts.html.

Can written responses be faxed to the FCC?
Yes. Responses can be faxed to 202-418-0710.

Are slamming complaints handled the same as other informal complaints?
No, slamming complaints are handled pursuant to a specific set of rules adopted by the Commission and affect all slamming complaints filed after November 28, 2000.

Who responds to the consumer?
The FCC reviews the complaint and the company’s response to ensure that the company fully addressed all of the issues and that the company’s actions are consistent with relevant statutory provisions, FCC rules and decisions, and industry practices. Companies are required under the FCC’s rules to send copies of their responses to consumers at the same time their responses are forwarded to the FCC.

How long must companies retain records?
Each company is required to retain all records which may be relevant until final Commission disposition of the complaint.

What if I have questions?
Companies with questions can contact the Consumer and Governmental Affairs Bureau at (202) 418-2516 and leave a detailed message specifying the calling company name, the case number and the specific questions that they would like to have answered. Companies should refer consumers who seek information about the Commission's rules and regulations to our Consumer Center at 1-(888) 225-5322.

* What are the different response types?
NOIC- Notice of Informal Complaint - Informal Complaint filed pursuant to 47 U.S.C. § 208 and 47 C.F.R. § 1.711.

OSP- Informal complaint alleging a violation of the Commission's rules and policies concerning operator service providers (47 U.S.C. § 226 and 47 C.F.R. § 64.703-708). In addition to responding to all material allegations raised in each complaint, each applicable company is directed to provide detailed responses to the questions and directives in the attached document. Each company should number its answers to match the Commission's questions and directives. Companies that do not provide operator services are not required to answer the specific questions and directives, although they are required to investigate and to respond to all issues raised in each complaint that involves them.

CRAM- Informal Complaint filed pursuant to 47 U.S.C. § 208 and 47 C.F.R. § 1.711, alleging that invalid or unclear charges were billed by a local telephone company for services provided by other companies.