Goto Section: 14.31 | 14.33 | Table of Contents
FCC 14.32
Revised as of October 2, 2015
Goto Year:2014 |
2016
§ 14.32 Consumer Dispute Assistance.
(a) A consumer or any other party may transmit a Request for Dispute
Assistance to the Consumer and Governmental Affairs Bureau by any reasonable
means, including by the Commission's online informal complaint filing
system, U.S. Mail, overnight delivery, or email to dro@fcc.gov. Any Requests
filed using a method other than the Commission's online system should
include a cover letter that references section 255, 716, or 718 or the rules
of parts 6, 7, or 14 of this chapter and should be addressed to the Consumer
and Governmental Affairs Bureau. Any party with a question about information
that should be included in a Request for Dispute Assistance should email the
Commission's Disability Rights Office at dro@fcc.gov or call (202) 418-2517
(voice), (202) 418-2922 (TTY).
(b) A Request for Dispute Assistance shall include:
(1) The name, address, email address, and telephone number of the party
making the Request (Requester);
(2) The name of the manufacturer or service provider that the requester
believes is in violation of section 255, 716, or 718 or the rules in this
part, and the name, address, and telephone number of the manufacturer or
service provider, if known;
(3) An explanation of why the requester believes the manufacturer or service
provider is in violation of section 255, 716, or 718 or the rules in this
part, including details regarding the service or equipment and the relief
requested, and all documentation that supports the requester's contention;
(4) The date or dates on which the requester either purchased, acquired, or
used (or attempted to purchase, acquire, or use) the equipment or service in
question;
(5) The Requester's preferred format or method of response to its Request
for Dispute Assistance by CGB or the manufacturer or service provider (e.g.,
letter, facsimile transmission, telephone (voice/TRS/TTY), email,
audio-cassette recording, Braille, or some other method that will best
accommodate the Requester's disability, if any);
(6) Any other information that may be helpful to CGB and the manufacturer or
service provider to understand the nature of the dispute;
(7) Description of any contacts with the manufacturer or service provider to
resolve the dispute, including, but not limited to, dates or approximate
dates, any offers to settle, etc.; and
(8) What the Requester is seeking to resolve the dispute.
(c) CGB shall forward the Request for Dispute Assistance to the manufacturer
or service provider named in the Request. CGB shall serve the manufacturer
or service provider using the contact details of the certification to be
filed pursuant to § 14.31(b). Service using contact details provided pursuant
to § 14.31(b) is deemed served. Failure by a manufacturer or service provider
to file or keep the contact information current will not be a defense of
lack of service.
(d) CGB will assist the Requester and the manufacturer or service provider
in reaching a settlement of the dispute.
(e) Thirty days after the Request for Dispute Assistance was filed, if a
settlement has not been reached between the Requester and the manufacturer
or service provider, the Requester may file an informal complaint with the
Commission;
(f) When a Requester files an informal complaint with the Enforcement
Bureau, as provided in § 14.34, the Commission will deem the CGB dispute
assistance process closed and the requester and manufacturer or service
provider shall be barred from further use of the Commission's dispute
assistance process so long as a complaint is pending.
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Goto Section: 14.31 | 14.33
Goto Year: 2014 |
2016
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