REMINDER TO STATES AND INTERSTATE TELECOMMUNICATIONS RELAY SERVICE PROVIDERS THAT THE ANNUAL SUMMARY OF CONSUMER COMPLAINTS IS DUE WED., JULY 1, 2010; REMINDER OF ONGOING OBLIGATION TO REPORT CONTACT INFORMATION AND SUBSTANTIVE CHANGES IN TRS PROGRAMS
Federal Communications Commission
445 12th St., S.W.
News Media Information 202 / 418-0500
Washington, D.C. 20554
Released: June 18, 2010
REMINDER TO STATES AND INTERSTATE TELECOMMUNICATIONS RELAY
SERVICE PROVIDERS THAT THE ANNUAL SUMMARY OF CONSUMER
COMPLAINTS IS DUE WEDNESDAY, JULY 1, 2010
REMINDER OF ONGOING OBLIGATION TO REPORT CONTACT INFORMATION
AND SUBSTANTIVE CHANGES IN TRS PROGRAMS
CG DOCKET NO. 03-123The Federal Communications Commission's Consumer & Governmental Affairs Bureau reminds states
and interstate telecommunications relay services (TRS) providers that they must submit their annual
consumer complaint log summaries for the 12-month period ending May 31, 2010, on or before
Thursday, July 1, 2009.
To assist the Commission in monitoring the service quality of TRS providers, the Commission requires
state TRS programs and interstate TRS providers to maintain a log of consumer complaints that allege
violations of the federal TRS mandatory minimum standards.1 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.
These summaries are intended to provide an early warning to the Commission of possible service quality
problems. 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.2
Complaint log summaries should include information pertaining to complaints received between June 1,
2009, and May 31, 2010. 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
1 See Telecommunications Relay Services and Speech-to-Speech Services for Individuals with Hearing and Speech
Disabilities, FCC 00-56, Report and Order and Further Notice of Proposed Rulemaking, 15 FCC Rcd 5140, at 5144-
5145, para. 9 (March 6, 2000) (Improved TRS Order); 47 C.F.R. 64.604(c)(1) (TRS "mandatory minimum
standards" requiring filing of consumer complaint logs).
2 Improved TRS Order, 15 FCC Rcd at 5190-5191, para. 122.
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.3
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: https://www.fcc.gov/cgb/ecfs/. Filers should follow the instructions provided on the
website for submitting comments.
For ECFS filers, if multiple docket or rulemaking numbers appear in the caption of this
proceeding, filers must transmit one electronic copy of the comments for each docket or
rulemaking number referenced in the caption. In completing the transmittal screen, filers
should include their full name, U.S. Postal Service mailing address, and the applicable
docket or rulemaking number. Parties may also submit an electronic comment by e-mail.
To get filing instructions, filers should send an e-mail to firstname.lastname@example.org, and include the
following words in the body of the message, "get form." A sample form and directions
will be sent in response.
Paper Filers: Parties who choose to file by paper must file an original and four copies of each
filing. If more than one docket or rulemaking number appears in the caption of this proceeding,
filers must submit two additional copies for each additional docket or rulemaking number.
Filings can be sent by hand or messenger delivery, by commercial overnight courier, or by first-
class or overnight U.S. Postal Service mail (although we continue to experience delays in
receiving 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.
3 See 47 C.F.R. 64.604(c)(1).
TRS Programs and Interstate TRS Providers Are Reminded of Obligation Regarding Contact
Information and Substantive Changes in Their TRS ProgramWe 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 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.
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, VRS providers, IP Relay service
providers, and IP Captioned Telephone service providers certified under 47 C.F.R. 64.606(f)(2) 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 & Governmental Affairs
Bureau's website at: https://www.fcc.gov/cgb/dro/trs_contact_list.html; contact information for interstate
TRS providers is posted at: https://www.fcc.gov/cgb/dro/trs_providers.html.
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 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 1-800-378-3160. Filings may also be
viewed on the Consumer & Governmental Affairs Bureau's, Disability Rights Office homepage at
To request materials in accessible formats for people with disabilities (Braille, large print, electronic files,
audio format), send an email to email@example.com or call the Consumer & 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 https://www.fcc.gov/cgb/dro/trs.html.
For further information regarding this Public Notice, contact Arlene Alexander, Consumer &
Governmental Affairs Bureau, Disability Rights Office (202) 418-0581 (voice), (202) 418-0183 (TTY),
or email Arlene.Alexander@fcc.gov.
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