[Federal Register Volume 70, Number 133 (Wednesday, July 13, 2005)]
[Notices]
[Pages 40355-40356]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 05-13573]


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FEDERAL COMMUNICATIONS COMMISSION

[CG Docket No. 03-123; DA 05-1681]


Consumer & Governmental Affairs Bureau Reminds States and 
Telecommunications Relay Services (TRS) Providers That the Annual 
Summary of Consumer Complaints Concerning Is Due Friday, July 1, 2005

AGENCY: Federal Communications Commission.

ACTION: Notice.

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SUMMARY: In this document, the Commission notifies the public, state 
Telecommunications Relay Services (TRS) programs and interstate TRS 
providers that the annual consumer complaint log summaries are due on 
Friday, July 1, 2005. Complaint log summaries should include 
information pertaining to complaints received between June 1, 2004, and 
May 31, 2005. To assist the Commission in monitoring the service 
quality of TRS providers, the Commission requires state TRS programs 
and TRS providers that provide interstate TRS, interstate STS, 
interstate Spanish relay, interstate captioned telephone relay, VRS, 
and IP Relay to maintain and submit consumer complaints that allege 
violations of the federal TRS mandatory minimum standards. Complaint 
log summaries shall include, at a minimum, the number of complaints 
received that allege 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.

DATES: State TRS programs and interstate TRS providers must file their 
annual consumer complaint log summary no later than July 1, 2005.

ADDRESSES: Federal Communications Commission, 445 12th Street, SW., 
Washington, DC 20554.

FOR FURTHER INFORMATION CONTACT: Dana Jackson, (202) 418-2247 (voice), 
(202) 418-7898 (TTY), or e-mail: [email protected].

SUPPLEMENTARY INFORMATION: This is a summary of the Commission's Public 
Notice, DA 05-1681, released June 16, 2005. This document notifies 
state TRS programs and interstate TRS providers that the annual 
complaint log summary for complaints received between June 1, 2004, and 
May 31, 2005, is due on Friday, July 1, 2005. All filings must 
reference CG Docket 03-123. States and interstate TRS providers who 
choose to submit by paper must submit an original and four copies of 
each filing on or before Friday, July 1, 2005. To expedite

[[Page 40356]]

the processing of complaint log summaries, states and interstate TRS 
providers are encouraged to submit an additional copy to Attn: Dana 
Jackson, Federal Communications Commission, Consumer & Governmental 
Affairs Bureau, 445 12th Street, SW., Washington, DC 20554 or by e-mail 
at [email protected]. States and interstate TRS providers should 
also submit electronic disk copies of their complaint log summaries on 
a standard 3.5 inch diskette formatted in an IBM compatible format 
using Word 97 or compatible software. The diskette should be submitted 
in ``read-only'' mode and must be clearly labeled with the State or 
interstate TRS provider name, the filing date and captioned ``Complaint 
Log Summary.''
    Filings can be sent by hand or messenger delivery, by electronic 
media, 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). The Commission's contractor, 
Natek, Inc., will receive hand-delivered or messenger-delivered paper 
filings or electronic media for the Commission's Secretary at 236 
Massachusetts Avenue, NE., Suite 110, Washington, DC 20002. The filing 
hours at this location are 8 a.m. to 7 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 and electronic 
media sent by 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 mail, Express Mail, and Priority 
Mail should be addressed to 445 12th Street, SW., Washington, DC 20554. 
All filings must be addressed to the Commission's Secretary, Marlene H. 
Dortch, Office of the Secretary, Federal Communications Commission, 445 
12th Street, SW., Room TW-B204, Washington, DC 20554.
    The full text of this document and copies of any subsequently filed 
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, DC 
20554. This document and copies of subsequently filed documents in this 
matters may also be purchased from the Commission's duplicating 
contract, BCPI, Inc., Portals II, 445 12th Street, SW., Room CY-B402, 
Washington, DC 20554. Customers may contact BCPI, Inc. at their Web 
site www.bcpiweb.com or call 1-800-378-3160.
    To request materials in accessible formats for people with 
disabilities (Braille, large print, electronic files, audio format), 
send an e-mail to [email protected] 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 or Portable Document 
Format (PDF) at: http://www.fcc.gov/cgb/dro.

Synopsis

    State TRS programs should report all complaints made to the state 
agency, as well as those made to the state's TRS provider. TRS 
providers that provide interstate TRS, interstate STS, interstate 
Spanish relay, interstate captioned telephone relay, VRS, and IP Relay 
are required to submit complaint log summaries. These logs are intended 
to provide an early warning system to the Commission of possible 
service quality problems. Additionally, this information 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. This information 
further enables states to learn how other states are resolving 
complaints. We note that according to the data presented in the state 
complaint log summary submissions for 2004, approximately sixteen 
hundred complaints were reported that alleged a violation of one or 
more of the Commission's mandatory minimum standards for TRS. Over 
seventy-seven percent of all complaints alleged violations of the 
operational mandatory minimum standards and stemmed from the 
interaction between the calling party and the communications assistant 
(CA). We therefore remind TRS providers and state administrators that 
their CAs must, among other things, be knowledgeable of TRS procedures, 
follow customer's instructions, and continue to keep callers informed 
about the progress of their call.

Federal Communications Commission.
Jay Keithley,
Deputy Chief, Consumer & Governmental Affairs Bureau.
[FR Doc. 05-13573 Filed 7-12-05; 8:45 am]
BILLING CODE 6712-01-P