Customer Service Standards Common Carrier Bureau Mission Our mission at the Common Carrier Bureau is to maximize the communications benefits of the general public, virtually all businesses, non-profit institutions, and government. The Bureau implements and enforces the Communications Act. Customers You, the users of telecommunications services provided by common carriers and the representatives of those service providers, are our customers . You use a wide range of telecommunications services. You also represent a variety of service providers including: Interexchange Carriers , Local Exchange Carriers , Competitive Access Providers, International Carriers, Rural Carriers, Independent Pay Phone Operators, Aggregators, and Resale Carriers throughout the country. Improved Service: Areas and Actions In discussion about our services, you identified the following areas as being most in need of improvement:  Obtaining FCC released information  Responding to telephone calls  Revising processing and reporting procedures  Providing user-friendly forms  Processing complaints We are currently working on improvements in these areas. Some of our future actions include the following:  Working with industry to develop and implement electronic filing capability for those who must periodically file with the Commission  Establishing an Internet address where all Bureau releases are placed at the time of release  Developing a Bureau database to log all incoming and outgoing Bureau policy documentation  Developing a computerized Bulletin Board System for Bureau information We will measure our success in improving our services to you. Standards for Customer Service The Common Carrier Bureau developed standards to respond to specific service needs that you identified. In this regard, you will always be treated with courtesy and can expect the following standards of customer service when interacting with us:  When we release information from the Bureau, we will: Make all short documents of five pages or less (e.g., press releases, public notices, and fact sheets) available through domestic "fax-on- demand;" and international fax on a case by case basis Place a copy of all late releases behind the glass outside the press office so the communications public knows of all released documents Make Bureau decisions and outgoing public documents available within 24 hours of release  When we receive information from the public, we will: Assign a reference number, log the filing within 24 hours, and maintain the log for paper work received without a docket or division number.  During the rulemaking process, we will: Respond within three business days to part 61 waivers; three to five business days to requests for time extensions; two business days for special temporary authorities; and 15 business days to part 68 applications. These items are routine, and the Division Chief's delegated authority and do not have to be put out for public comment Respond within six weeks to non-routine public initiated items other than complaints and that are within the Bureau Chief's delegated authority Respond within nine months to non-complex public initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed Respond within 12 months to complex public initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed Assign items for resolution to an appropriate division for handling within two weeks of receipt Consider alternative dispute resolution and negotiated rulemaking before moving to conventional methods of resolving contested decisions  To streamline reporting requirements, we will: Periodically issue a public notice of outdated reports, forms, and other data requirements we can eliminate and invite comments on these and other candidates for elimination Seek public input and coordinate within the FCC once the need for a new form or form change has been determined Make new or revised forms available to the public two months before implementation and allow a transition period when possible  When you telephone, we will: Return your telephone call within one business day Provide an estimate of the time required to obtain an answer to your question if we are unable to respond when we first talk with you Put a message on voice mail to indicate our unavailability when we are away from the Bureau for one day or more State an alternative point-of-contact on our voice mail message at all times Determine if a staff member is in before we transfer a call. If the person is not in, we will ask if you would like to leave a message, be transferred to voice mail, or be transferred to another person  When you do not know whom to call, we will: Implement an introductory voice recording to aid the transfer of your calls to the appropriate person or organization Maintain an enhanced functional listing, updated regularly, of Bureau personnel and place it on the Internet and Bulletin Board System Provide updated functional listings to the copy contractor for distribution  When we process complaints, we will: Serve a defendant within 20 days of receipt of a formal complaint Hold a status/settlement conference within 45 days from the time the formal complaint is served Complete processing of informal complaints within 6 months Helpful FCC Numbers  FCC-State Link computer bulletin board (202) 418-0241  Fax on Demand (202) 418-2830 FCC Forms Fax (202) 418-0177 (from the handset on fax machine)  Commission's Duplicating Contractor (202) 857-3800  Informational Requests (202) 418-1500