How to File Complaints about Phone Companies

Update: A reader let me know that the two USAC links below had changed. I've updated the links below.

A few people have posted comments complaining about the service they're getting from SafeLink Wireless, the first mobile phone carrier to offer a free phone and monthly minutes to low-income people who qualify for the Federal LifeLine program. Community Voice Mail is in no way connected to SafeLink Wireless or TracFone (its parent company), but we did find out how you can submit complaints about SafeLink or any other telecommunications company if you're not happy with their service.

I sent an email to the nonprofit that administers the various telecommunications programs that receive Universal Service Funds (LifeLine is one of these programs). The nonprofit is called the Universal Service Administrative Company, or USAC (see www.usac.org). I emailed USAC to find out where consumers could submit complaints about SafeLink or any other phone company, and on May 6, 2009, I received an email from the director of the Low-Income program at USAC, which said:

"The best advice for consumers who have complaints about their telephone company is to contact their state public utilities commission. USAC maintains a list of contact information for each PUC at http://www.usac.org/li/low-income/contact-commission/."

"Consumers can also file a complaint with the FCC at 1-888-CALL-FCC or electronically at http://esupport.fcc.gov/complaints.htm."

If you're having a problem that a phone company is not resolving to your satisfaction, these look like two good avenues to try to get help. And it does matter if you call; the more complaints they get, the greater the likelihood that the company will address these concerns. And, if you're having problems, it's possible that other people are as well.

I'm interested to learn what your experiences are if you decide to contact your state public utilities commission or the FCC (Federal Communications Commission). If you call or submit a complaint online, please consider posting a comment about your experience. Good luck!