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Background
Toll-free numbers are numbers that begin with
one of the following three-digit codes: 800, 888, 877, or 866.
Toll-free numbers allow callers to reach businesses and/or
individuals without being charged for the call. The charge for using
a toll-free number is paid by the called party (the toll-free
subscriber) instead of the calling party. Toll-free numbers can be
dialed directly to your business or personal telephone line.
Toll-free numbers are very common today.
Toll-free service has proven successful for businesses, particularly
in the areas of customer service and telemarketing. Toll-free
service provides potential customers and others with a "free" and
convenient way to contact businesses.
Toll-free numbers are also increasingly popular
for personal use. For example, parents can give their toll-free
numbers to a child who is away at college, allowing that child to
call home anytime without having to make a collect call and without
the child having to pay for the call.
Toll-Free Codes - 800, 888, 877, 866, …
Today, there are four toll-free codes: 800,
888, 877, and 866. Although 800, 888, 877, and 866 are all toll-free
codes, they are not interchangeable. 1-800-234-5678 is not the same
as 1-888-234-5678. Calls to each toll-free number are routed to a
particular local phone number.
Toll-Free Directory Assistance
Toll-free directory assistance for some
toll-free numbers can be obtained by calling 1-800-555-1212. The
service is free. Not all toll-free numbers are listed - only those
for subscribers that choose to list them. The Federal Communications
Commission (FCC) plans to address how to promote competition among
multiple providers of directory assistance. In the meantime,
1-888-555-XXXX numbers are not being assigned to subscribers.
How Are Toll-Free Numbers Assigned?
Toll-free numbers are assigned on a first-come,
first-served basis. Toll-free service providers (sometimes referred
to as "Responsible Organizations" or "RespOrgs") have access to the
SMS/800 database, which contains information regarding the status of
all toll-free numbers. RespOrgs are certified by the SMS/800
database administrator, which manages toll-free service.
Contact a toll-free service provider if you
want to obtain a toll-free number. Toll-free service providers can
access the database and reserve a number for subscribers. There are
several hundred toll-free service providers in the United States.
You may find a list of all toll-free service providers on the SMS/800's
Web site,
www.sms800.com/ or you may call the SMS/800 Help Desk at
1-888-SMS-3300.
What Is the FCC's Role?
The FCC regulates or sets the rules under which
toll-free numbers can be used or obtained. The FCC has ordered that
toll-free numbers must be portable. The FCC's rules designate the
criteria for determining the status of each toll-free number, and
prohibits "warehousing" and "hoarding" of toll-free numbers.
The FCC is not involved in the day-to-day
assignment of toll-free numbers, does not have direct access to the
toll-free database, and cannot provide any information about the
status of a toll-free number or about a request for a toll-free
number. A telephone industry standards-setting organization
establishes guidelines for toll-free numbers and the guidelines must
comply with the FCC's requirements.
Toll-Free Number Portability
In the past, if a subscriber wanted to change
long distance carriers, the subscriber would have to change
toll-free numbers, since toll-free numbers were not "portable" from
one carrier to another. To make the toll-free market more
competitive, the FCC established a policy that made toll-free
numbers "portable." This means that now a toll-free subscriber can
change his or her toll-free service to another carrier but still
keep the same toll-free number.
What Is A "Vanity" Number and How Can I Get
One?
A "vanity" number is a toll-free telephone
number that also spells a person's or company's name or spells a
word or acronym that is chosen by the subscriber, such as
1-800-FLOWERS or 1-888-NEW-CARS. To find out whether a specific
toll-free number is available, contact any toll-free service
provider.
"Warehousing/Hoarding" Toll-Free Numbers
"Warehousing" by toll-free service providers is
prohibited by the FCC's rules. A toll-free service provider may not
legally reserve a toll-free number without having an actual
toll-free subscriber for whom the number is being reserved.
Toll-free service providers who warehouse numbers are subject to
penalties.
"Hoarding" by subscribers is similarly
prohibited and illegal. A subscriber may not acquire more toll-free
numbers than the subscriber intends to use. Hoarding also includes
"number brokering;" it is illegal for a subscriber to sell a
toll-free number for a fee.
What If I Have A Problem or a Complaint?
If you have a problem or a complaint about a
company providing toll-free numbers or services, you should first
try to resolve your complaint with that company or the company that
bills you for the service.
If you are not successful in resolving the
problem, you may file a complaint with the FCC by e-mail -
fccinfo@fcc.gov, the Internet
www.fcc.gov/cgb/complaints.html), by telephone1-888-CALL-FCC
(1-888-225-5322) voice, 1-888-TELL-FCC (1-888-835-5322) TTY, or by
mail.
If you are mailing in a complaint, send the
complaint to:
Federal Communications
Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, DC 20554
Your complaint letter should include:
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name, address and telephone number where you
can be reached during the business day;
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telephone number involved with the complaint;
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as much specific information about the
complaint as possible;
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a description of the steps you took to
resolve the complaint;
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names and telephone numbers of the company
employees that you talked to in an effort to resolve the
complaint, and the dates that you talked to these employees;
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copies of bills listing the disputed charges
(circle the disputed charges on the copies of the bills); and
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relief that you are requesting (such as an
adjustment of charges).
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