Assistance with Filing a Complaint About Cell Phone Accessibility with the Federal Communications Commission

Before you begin to complete the form, we suggest that you compose your complaint offline. Copy and paste it into the edit box for Item 7, once you have completed the rest of the form online. See some tips on composing the narrative of your complaint and the steps for completing the form below.

Consider filing a complaint for both the manufacturer and the service provider since both have obligations under Section 255.

You do not actually need to currently be a cell phone user to file a complaint. You could file a complaint if you find that you cannot obtain an accessible phone/service.

The FCC's Online Complaint Form
Tips on Composing the Narrative of Your Complaint
References to the Code of Federal Regulations
Tips on Completing the Online Form

The FCC's Online Complaint Form

To facilitate filing complaints, the Federal Communications Commission (FCC) has created an electronic Web-based form. You will find the FCC's complaint form, "Form 2000C - Disability Access Complaint " at https://esupport.fcc.gov/sform2000/formC!input.action.

Note to consumers who are blind or visually impaired: You may find some access problems with Form 2000C. The form uses a fixed font, so users with low vision will not be able to increase the size of the font using browser features.

Tips on Composing the Narrative of Your Complaint

Complaint Against a Manufacturer

• Be as detailed as possible. General statements will not elicit the type of response you are seeking. Require the manufacturer or service provider to respond to you in detail.
• Include a line to the effect that the manufacturer has violated Section 255 of the Communications Act.
• Include a line that indicates that you are a person with a disability (blindness; low vision).

Here are some items to consider including in your complaint. You do not need to include all of these items and you may add others not listed here.

Phone Features Are Inaccessible

• No speech output of the text and graphics displayed on the screen.
• Unable to enlarge fonts, improve contrast, or improve the readability of the text and graphics displayed on the screen.
• Speech output not available to enter contacts in the phonebook, text message, or change telephone settings.
• Numeric and function keys are not easy to identify by touch.

Complaint Against a Service Provider

In (month, year) I obtained (or attempted to obtain) cell phone service from (service provider).

Include a line that indicates that you are a person with a disability (blindness; low vision).

Include a line to the effect that the service provider has violated Section 255 of the Communications Act.

Documentation Is Inaccessible

• Printed information and documentation provided to customers, including user guides, not available in accessible formats.
• Graphics in PDF documentation not accessible with speech.
• Requested accessible documentation has not been received.

Problems Purchasing Equipment

• Sales personnel completely uninformed regarding available phones with built-in accessibility features for a blind [visually impaired] user.
• Company's Web site has insufficient information about accessible phones.
• Available phones are not accessible
• No speech output of the text and graphics displayed on the screen.
• Unable to enlarge fonts, improve contrast, to improve the readability of the text and graphics displayed on the screen.
• Speech output not available to enable me to enter contacts in the phonebook, text message, or change any of the telephone settings.
• Unable to enlarge fonts, improve contrast, to enable me to enter contacts in the phonebook, text message, or change any of the telephone settings.
• Numeric and function keys are not easy to identify by touch.

References to the Code of Federal Regulations

These references set forth the requirements service providers and manufacturers must meet to make their services and equipment accessible to individuals with disabilities. You may wish to incorporate them into your complaint.

Service Providers

Under 47 CFR § 6.5, service providers are required to ensure that their service is accessible to and usable by individuals with disabilities, if readily achievable.

Under 47 CFR § 6.7 service providers are required to evaluate the accessibility of their equipment in the early stages of development. These obligations should include acquiring and offering accessible telephones for sale.

Under 47 CFR § 6.11, service providers must ensure access to information and documentation that it provides to its consumers.

Manufacturers

Under 36 CFR § 1193.31, telecommunications equipment shall be accessible to and usable by individuals with disabilities.

36 CFR § 1193.41 requires that input, control, and mechanical functions shall be locatable, identifiable, and operable by at least one mode that does not require user vision.

36 CFR § 1193.43 requires that all information necessary to operate and use the product, including text, static or dynamic images, icons, labels, sounds, or incidental operating cues, shall be available through at least one mode in auditory form and to provide visual information through at least one mode to users with low vision without relying on audio.

Under 36 CFR § 1193.23, manufacturers must evaluate the accessibility, usability, and compatibility of telecommunications equipment and customer premises equipment and shall incorporate such evaluation throughout product design, development, and fabrication, as early and consistently as possible.

36 CFR § 1193.33 requires manufacturers to ensure access to the information and documentation it provides to its customers, including user guides.

Tips on Completing the Online Form

These steps assume you are filing a complaint about your cell phone and filing it on your behalf.

Consumer Information

In the first two edit boxes, type your first name and your last name.

Skip "Company Name."

In the next four edit boxes, type your Street Address or Post Office Box Number, your City, your State, and your Zip Code.

There are four edit boxes for your telephone number: one for the area code; one for the exchange; one for the four digit number and one for the extension (if any). They may not be labeled separately.

Type in your E-mail Address.

The next item questions if you are filing this complaint on behalf of someone else. Answer No.

Skip to "Important: Please indicate the preferred format or method of response . . . ." There are nine choices. Check your preference.

Information About Your Complaint

Item 1. Check the appropriate box for your type of complaint.

Check the option labeled "Wireless telephone equipment or service (includes hearing aid compatibility and other accessibility issues)."

Item 2. Provide the name, address, and telephone number (if known) of the company involved in your complaint.

In the next four edit boxes, type in the Name, City, State, Zip Code.

The next item is Telephone Number. There are three edit boxes for the telephone number: one for the area code; one the for exchange; and one for the four digit number.

Item 3. If your complaint is about accessibility of telecommunications services or equipment, provide the make and model number of the equipment or device that this complaint is about.

Type in the make and model number.

Item 4. Skip.

Item 5. Skip.

Item 6. Skip.

7. Briefly describe your complaint and be sure to include the resolution you are seeking. It's a good idea to compose your complaint offline. You can then copy and paste it into the edit box for item number 7.

Important Note: Alternatives to Using the FCC's Online Complaint Form

The amount of text you can enter in Item 7 is limited to approximately two short paragraphs. If your narrative exceeds that, consider filing your complaint by any of the following acceptable means, including sound recordings or Braille, as well as email, fax or postal delivery of traditional text.

See http://www.fcc.gov/cgb/complaints_general.html for the address, e-mail address, and toll free fax number. A toll free phone number for assistance in filing your complaint is also available.

Be sure to include the following information:

• Your name, address, telephone number, and e-mail address.
  
  
• The name and address of the manufacturer or service provider;
  
  
• Details about the equipment or service--make and model number;
  
  
• The date(s) you purchased or used the equipment or service, or attempted to purchase the equipment;
  
  
• Your narrative, including how the service or equipment failed to provide accessibility;
  
  
• The specific satisfaction or remedy sought, and;
• Your preferred method of contact (e.g., telephone, TTY, email, fax, Braille, etc.).

Updated May 2008

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