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TRS Complaint Summaries Due July 2, 2012 & Reminder to Report Updates

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Released: June 18, 2012

PUBLIC NOTICE

Federal Communications Commission
445 12th St., S.W.

News Media Information 202 / 418-0500

Washington, D.C. 20554

Internet: http://www.fcc.gov

TTY: 1-888-835-5322

DA 12-955

Released: June 18, 2012

REMINDER TO STATES AND INTERSTATE TELECOMMUNICATIONS RELAY SERVICE

PROVIDERS THAT THE ANNUAL SUMMARY OF CONSUMER COMPLAINTS IS DUE

JULY 2, 2012

REMINDER OF ONGOING OBLIGATION TO REPORT CONTACT INFORMATION AND

SUBSTANTIVE CHANGES IN TRS PROGRAMS

CG DOCKET NO. 03-123

Obligation to File Annual Summary of Consumer Complaints.
The Federal Communications Commission’s Consumer and Governmental Affairs Bureau reminds states
and providers of interstate telecommunications relay services (TRS) that they must submit their annual
consumer complaint log summaries covering the 12-month period from June 1, 2011 to May 31, 2012, on
or before Monday, July 2, 2012.1
To assist the Commission in monitoring the service quality of TRS providers, the Commission requires
state TRS programs and interstate TRS providers to collect and maintain a log of consumer complaints
that allege violations of the federal TRS mandatory minimum standards.2 State TRS programs are
required to log all complaints made to the state agency, as well as those made to the state’s TRS provider.
Both states and interstate TRS providers must file summaries of these complaint logs with the
Commission annually.3 These summaries are intended to provide an early warning to the Commission of
possible service quality issues. This information also allows the Commission to determine whether a
state or interstate TRS provider has appropriately addressed consumer complaints, and to spot national
trends that may lend themselves to coordinated solutions. Moreover, the information enables states to
learn how other states are resolving complaints.4


1 Since the due date of July 1, as required by 47 C.F.R. § 64.604(c)(1)(ii), falls on a Sunday, pursuant to 47 C.F.R. §
1.4(j), the due date is automatically extended to Monday, July 2, 2012. See, e.g., Federal-State Board on Universal
Service; Request for Review of the Decision of the Universal Service Administrator by Thumb Cellular Limited
Partnership
, CC Docket No. 96-45, Order, 21 FCC Rcd 13539, 13541 at ¶ 7 and n.18 (WCB 2006) (finding that 47
C.F.R. § 1.4 applies to specified dates).
2 See 47 C.F.R. § 64.604(c)(1)(i). See also Telecommunications Relay Services and Speech-to-Speech Services for
Individuals with Hearing and Speech Disabilities
, CC Docket No. 98-67, Report and Order and Further Notice of
Proposed Rulemaking, 15 FCC Rcd 5140, 5144-5145 at ¶ 9 (2000) (Improved TRS Order).
3 See 47 C.F.R. § 64.604(c)(1)(ii).
4 Improved TRS Order, 15 FCC Rcd at 5190-5191, ¶ 122.

Complaint log summaries should include information pertaining to complaints received between June 1,
2011, and May 31, 2012. The summaries must include, at a minimum, the total number of interstate relay
calls by type of TRS (i.e., traditional TRS, speech-to-speech (STS), captioned telephone service (CTS),
Internet protocol (IP) CTS, IP Relay, video relay service (VRS)), the number of complaints alleging a
violation of the federal TRS mandatory minimum standards, the date of the complaint, the nature of the
complaint, the date of its resolution, and an explanation of the resolution.5

State Complaint Log Summary filings must reference CG Docket No. 03-123

. Submissions may be
filed in one of two ways: (1) by using the Commission’s Electronic Comment Filing System (ECFS), or
(2) by filing paper copies.
§
Electronic Filers: Submissions may be filed electronically using the Internet by accessing the
ECFS: http://apps.fcc.gov/ecfs//. Filers should follow the instructions provided on the website
for submitting comments.
§
Paper Filers: Parties who choose to file by paper must file an original and four copies of each
filing.
Filings can be sent by hand or messenger delivery, by commercial overnight courier, or by first-
class or overnight U.S. Postal Service mail. All filings must be addressed to the Commission’s
Secretary, Office of the Secretary, Federal Communications Commission.
All hand-delivered or messenger-delivered paper filings for the Commission’s Secretary must be
delivered to FCC Headquarters at 445 12th St., SW, Room TW-A325, Washington, DC 20554. The filing
hours are 8:00 a.m. to 7:00 p.m. All hand deliveries must be held together with rubber bands or
fasteners. Any envelopes must be disposed of before entering the building.
§
Commercial overnight mail (other than U.S. Postal Service Express Mail and Priority
Mail) must be sent to 9300 East Hampton Drive, Capitol Heights, MD 20743.
§
U.S. Postal Service first-class, Express, and Priority mail must be addressed to 445 12th
Street, SW, Washington DC 20554.
Obligation to Submit Contact Information and Notice of Substantive Changes in TRS Programs.
We also remind certified state TRS programs, interstate TRS providers, and TRS providers that have state
contracts that, pursuant to 47 C.F.R. § 64.604(c)(2), they must submit to the Commission the name of a
contact person and/or office for the receipt of inquiries and complaints from consumers about the certified
state TRS program’s intrastate service or, as appropriate, about the TRS provider’s service. The
submission must include the name and address of the state or TRS office that receives complaints,
grievances, inquiries and suggestions; the voice, TTY, and fax numbers for that office; the email address;
and the physical address to which correspondence should be sent.
The Commission must be notified each time there is a change in any of this required information.
Any changes in contact information for certified state TRS programs and/or interstate TRS providers
should be sent to TRS_POC@fcc.gov.


5 See 47 C.F.R. § 64.604(c)(1).
2

We also remind certified state TRS programs that, pursuant to 47 C.F.R. § 64.606(f)(1), state TRS
programs must notify the Commission of any substantive changes in their TRS programs within 60 days
of when they occur, and must certify that the state TRS program continues to meet federal minimum
standards after implementing the substantive change. Similarly, pursuant to 47 C.F.R. § 64.606(f)(2),
providers of VRS providers, IP Relay and IP CTS certified under 47 C.F.R. § 64.606 must also notify the
Commission of any substantive changes in their TRS programs, services, and features within 60 days of
when such changes occur, and certify that they continue to meet federal minimum standards after
implementing the substantive change. Notices of substantive changes in TRS Programs must reference
CG Docket No. 03-123.
Contact information for certified state TRS programs is posted on the Consumer and Governmental
Affairs Bureau’s website at: http://www.fcc.gov/cgb/dro/trs_contact_list.html; contact information for
interstate TRS providers is posted at: http://www.fcc.gov/encyclopedia/trs-providers.
The full text of this document and copies of any subsequently filed complaint log summary and notices of
substantive changes in TRS program documents in this matter will be available for public inspection and
copying during regular business hours at the FCC Reference Information Center, Portals II, 445 12th
Street, SW, Room CY-A257, Washington, D.C. 20554. This document and copies of subsequently filed
documents in this matter may also be purchased from the Commission’s duplicating contractor Best
Copying and Printing Inc., at Portals II, 445 12th Street, SW, Room CY-B402, Washington, D.C. 20554.
Customers may contact the duplicating contractor at their web site www.bcpiweb.com or call 202-488-
5300. Filings may also be viewed on the Consumer and Governmental Affairs Bureau’s, Disability
Rights Office homepage at http://www.fcc.gov/cgb/dro/trs_by_state.html.
To request materials in accessible formats for people with disabilities (Braille, large print, electronic files,
audio format), send an email to fcc504@fcc.gov or call the Consumer and Governmental Affairs Bureau
at 202-418-0530 (voice), 202-418-0432 (TTY). This Public Notice can also be downloaded in Word and
Portable Document Format (PDF) at http://www.fcc.gov/cgb/dro/trs.html.
For further information regarding this Public Notice, contact Arlene Alexander, Consumer and
Governmental Affairs Bureau, Disability Rights Office (202) 418-0581 (voice), (202) 418-0183 (TTY),
or email Arlene.Alexander@fcc.gov.
-FCC-
3

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