Consumer Complaints

	The purpose of these questions is to identify what the state utility commission does with wireless phone service complaints from consumers (either formal or informal) and what types of complaints it receives.

24.	Does the state utility commission receive consumer complaints concerning wireless phone service?
	(Select one.)
	1.		Yes
	2.		No (Skip to question 37.)
	3.		No response (Skip to question 37.)

25.	Through what type of complaint process(es) can consumers file complaints about wireless phone service with the state utility commission?
	(Select one for each row.)

		Yes	No	No response
25a.	Formal complaint process
25b.	Informal complaint process

	If the state utility commission has only one complaint process, please answer the following questions as applicable for that process. If the state has both formal and informal complaint processes, please answer the questions according to procedures for handling informal complaints. You may include any additional information about the formal complaint process in the final open-ended question.

26.	Does the state utility commission maintain statistics on the numbers and types of wireless phone service complaints received?
	(Select one.)
	1.		Yes, the state utility commission records and tracks the numbers and types of wireless phone service complaints.
	2.		Yes, the state utility commission records and tracks complaints about telephone service, but does not track whether they are related to wireless or landline service. (Skip to question 29.)
	3.		No, the state utility commission does not record or track wireless phone service complaints. (Skip to question 29.)
	4.		No, the state commission does not record or track any complaints about telephone service (wireless or landline). (Skip to question 29.)
	5.		No response (Skip to question 29.)

27.	How many complaints regarding wireless phone service did the state utility commission receive from consumers in 2008? (Please include only complaints about wireless phone service; if state does not distinguish between formal and informal complaints, include only a total number.)

	a. Number of informal wireless phone service complaints from consumers, 2008

	b. Number of formal wireless phone service complaints from consumers, 2008

	c. Total number of wireless phone service complaints from consumers, 2008

28.	What were the three most frequent types of wireless phone service complaints the state utility commission received from consumers in 2008?
	(Please check no more than three.)
	1.		Advertising disclosures
	2.		Disclosure of terms and conditions at the point-of-sale
	3.		Contract terms and conditions
	4.		Billing practices
	5.		Quality of service
	6.		Other area not listed
	7.		No response

	If you answered "Other area not listed" above, please specify:

29.	What actions does the state utility commission take on wireless phone service complaints it receives (indicate all that apply, since different types of complaints may be treated differently)?
	(Select one for each row.)

		Yes	No	No response
29a.	The state utility commission takes no action on wireless complaints.
29b.	The state utility commission refers the consumer to the relevant carrier to lodge the complaint and takes no further action.
29c.	The state utility commission refers the consumer to another government entity to lodge the complaint and takes no further action.
29d.	The state utility commission records the complaint, forwards it to the relevant carrier, and takes no further action.

		Yes	No	No response
29e.	The state utility commission records the complaint, forwards it to another government entity, and takes no further action.
29f.	The state utility commission works with the consumer and/or the relevant carrier to address or resolve wireless phone service complaints.
29g.	Other action

	If you answered "Other action" above, please specify:

30.

The state utility commission's involvement in working with the consumer and/or the relevant carrier to address or resolve wireless phone service complaints may have varied during the last 5 years. Please indicate for each of the last 5 years whether it was the commission's practice at that time to work with a consumer and/or the relevant carrier to address or resolve wireless phone service complaints. (If the commission changed its practice in the middle of the year, indicate "yes" if the commission addressed such complaints during most of the given year, and "no" if the commission did not address such complaints during most of the given year.)

(Select one for each row.)

		Yes, the commission worked with consumers and/or carriers to resolve wireless complaints.	No, the commission did not work with consumers and/or carriers to resolve wireless complaints.	Do not know	No response
30a.	2004
30b.	2005
30c.	2006
30d.	2007
30e.	2008

31.	For wireless phone service complaints referred or sent to other government entities, where does the state utility commission refer or send such complaints? (If the state utility commission does not refer or send wireless complaints to other government entities, indicate "not applicable.")
	(Select one for each row.)

		Yes	No	Not applicable	No response
31a.	Federal Communications Commission (FCC)
31b.	Federal Trade Commission (FTC)
31c.	Federal agency other than FCC or FTC

		Yes	No	Not applicable	No response
31d.	State attorney general
31e.	State consumer advocate
31f.	State agency or office other than attorney general or consumer advocate

	If you answered "Other agency or office" above, please specify:

32.	In general, for wireless phone service complaints the state utility commission refers or sends to the relevant carrier, does the state utility commission follow up with either the consumer or the carrier to determine if the complaint was addressed? (If the state commission does not refer or send wireless complaints to carriers, indicate "not applicable.")
	(Select one.)
	1.		Not applicable (the state utility commission does not refer/send complaints to carriers).
	2.		Yes, the state utility commission follows up with both the consumer and the carrier.
	3.		Yes, the state utility commission follows up with the consumer only.
	4.		Yes, the state utility commission follows up with the carrier only.
	5.		No, the state utility commission does not follow up on complaints sent or referred to a carrier

33.	Which of the following best describes the circumstances under which the state utility commission will work with the carrier and/or the consumer to resolve a consumer's wireless phone service complaint? (If the state commission does not work with the carrier and/or the consumer to resolve complaints, mark "not applicable.")
	(Select one for each row.)

		Yes	No	Not applicable	No response
33a.	The state utility commission only works to resolve complaints that relate to wireless phone service issues it has regulatory authority to address.
33b.	The state utility commission only works to resolve complaints against wireless carriers that are designated as ETCs.
33c.	The state utility commission will work to resolve most wireless phone service complaints regardless of the issue or the carrier's ETC status.

34.	For wireless phone service complaints the state utility commission works with the consumer and/or the carrier to address, how, if at all, does the state utility commission record whether the complaint was addressed? (If the state commission does not work with the carrier and/or the consumer to resolve complaints, mark "not applicable.")
	(Select one.)
	1.		Not applicable (the state commission does not work with the carrier and/or the consumer to resolve complaints).
	2.		The state utility commission records whether the complaint was addressed by the carrier, including whether it was resolved in favor of the consumer or the carrier.
	3.		The state utility commission records whether the complaint was addressed by the carrier, but does not track whether it was resolved in favor of the consumer or the carrier.
	4.		The state utility commission does not record whether complaints are addressed by the carrier.
	5.		The state utility commission records how the complaint was addressed in another manner.

35.

If a consumer has filed or submitted a wireless phone service complaint with the state utility commission and, after an effort by the state utility commission to work with the carrier to resolve the complaint, the consumer is not satisfied, what options does the consumer have to pursue the matter further at the state level? (If the state commission does not work with the carrier and/or the consumer to resolve complaints, mark "not applicable.")

(Select one for each row.)

		Yes	No	Not applicable	No response
35a.	File a formal complaint with the state utility commission (if the state utility commission makes a distinction between "formal" and "informal" complaints).
35b.	File a complaint with the state attorney general.
35c.	Contact the state consumer advocate for assistance.
35d.	Contact another state agency official besides the attorney general or consumer advocate for assistance
35e.	No other potential action before a state agency is possible, other than court action.

	If you answered "Yes" to "Contact another state agency official besides the attorney general or consumer advocate for assistance " above, please specify which agency (or agencies):

36.	How, if it all, does the state utility commission publicize that consumers may contact it with complaints about wireless phone service?
	(Select one for each row.)

		Yes	No	Do not know	No response
36a.	Carriers include contact information on customers' bills
36b.	Information in printed public education materials
36c.	Information on the state utility commission's Web site

		Yes	No	Do not know	No response
36d.	Public outreach events
36e.	Other method
36f.	The state utility commission does not publicize this information.

37.	Does another state agency or office accept consumer complaints regarding wireless phone service?
	(Select one.)
	1.		Yes
	2.		No
	3.		Do not know
	4.		No response

	If you answered "Yes" above, please specify which agency (or agencies):

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Full Report: GAO-10-34

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