§ 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.

   return arrow Back to Top