MDRD handles informal Section 208 complaints brought by market participants, entities, or organizations against wireline, wireless, or international common carriers. The Consumer and Governmental Affairs Bureau, 1-888-225-5322, oversees informal Section 208 complaints filed by consumers against common carriers.
The informal complaint process enables complainants to resolve disputes without the time and expense associated with formal complaint adjudication. In addition, filing an informal complaint will toll the statute of limitations pending efforts to reach a negotiated settlement.
To file an informal complaint, the complaining party need only submit a letter to the Market Disputes Resolution Division, EBMDRD.Division@fcc.gov, describing the alleged violation(s) of the Communications Act. There is no fee associated with filing an informal complaint. The letter must include the name of the defendant carrier, a complete statement of the facts, and the relief sought. In addition, the complainant may request mediation in the informal complaint letter. Refer to sections 1.716-1.718 of the Commission’s rules (47 CFR §§ 1.716 - 1.718) for details about filing an informal complaint.
Once MDRD receives an informal complaint, the Division transmits it to the defendant carrier and typically requires the defendant to submit a response within thirty days. Even before the response deadline, parties are encouraged to explore the possibility of private settlement or to engage in FCC-supervised mediation. Informal complaints do not result in written orders issued by the Commission. If the informal complainant is not satisfied with the defendant's response and has not been able to resolve the dispute through private settlement, the complainant may file a formal complaint with the Commission. If the formal complaint is filed within six months from the date of the defendant's response, the filing date of the informal complaint will apply for statute of limitations purposes. See 47 CFR § 1.718.