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Abstract
The DPUC reported that while 19,000 calls were placed to the toll-free number in 2006, most callers did not speak directly to a representative or complete a "cellular telephone intake form." After either listening to the outbound recorded message or speaking to a live operator, consumers realized that the DPUC had very limited statutory authority to assist them with their complaint, and in most cases terminated the call without speaking to a representative, the department noted.
In other instances, consumers hung up once they learned that they should call their wireless carrier before notifying the DPUC of a complaint. Also, after speaking with a representative, some consumers decided against lodging a formal complaint because they realized the department would not be able to facilitate resolution anyway. The DPUC ultimately concluded in its report that these and other factors contributed to the discrepancies between the number of calls and formal complaints.