| When you place a call from a
public phone (a payphone, hotel, or airport phone, for example),
your call may be routed to a distant call center before being
"handed off" to your chosen long distance carrier. Your
preferred long distance carrier might then, either
unintentionally or intentionally, bill you as if your call
originated from the distant call center, rather than from your
actual location. As a result, you may be charged higher long
distance rates for the call than what you expected. This is
called "call splashing," and it may be in violation of Federal
Communications Commission (FCC) rules.
Is Call Splashing Legal?
A carrier is permitted to base charges on an artificial point
of origination if the caller:
- requests to be transferred to a different carrier's
operator; or
- is informed (before incurring any charges) that the call
may be billed as if it originated somewhere other than where
the caller is calling from and he/she consents to the
transfer.
Avoid Being "Splashed"
To help avoid call splashing, listen carefully to the
telephone operator and don't consent to any call transfers
unless you understand what the operator is asking. Carefully
read your phone bill to ensure the origination and destination
locations of your long distance phone calls are correct. If your
phone call has been billed without your consent as if the call
originated from a distant call center, and the rate is higher
than you anticipated, complain to your preferred long distance
carrier so you can receive the correct billing rate. You can
also file an informal complaint with the FCC.
Filing a Complaint with the FCC
You can file a compliant by either e-mail (fccinfo@fcc.gov),
the internet
complaints, telephone 1-888-CALL-FCC (1-888-225-5322) voice
or 1-888-TELL-FCC (1-888-835-5322) TTY or mail.
Your complaint letter should include:
- name, address, and telephone number where you can be
reached during the business day;
- the telephone number involved with the complaint;
- as much specific information about the complaint as
possible;
- a description of the steps taken by you to resolve the
complaint yourself;
- the names and telephone numbers of the company employees
that you talked with in an effort to resolve the complaint,
and the dates that you talked with these employees;
- copies of bills listing the disputed charges (circle the
disputed charges on the copy of the bill); and
- the relief that is being requested (such as adjustment of
charges).
If mailing in a complaint, send it to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaint Division
445 12th Street, SW
Washington, DC 20554 |
