§ 14.32   Consumer Dispute Assistance.

   (a)  A  consumer or any other party may transmit a Request for Dispute
   Assistance to the Consumer and Governmental Affairs Bureau by any reasonable
   means,  including by the Commission's online informal complaint filing
   system, U.S. Mail, overnight delivery, or email to dro@fcc.gov. Any Requests
   filed  using a method other than the Commission's online system should
   include a cover letter that references section 255, 716, or 718 or the rules
   of parts 6, 7, or 14 of this chapter and should be addressed to the Consumer
   and Governmental Affairs Bureau. Any party with a question about information
   that should be included in a Request for Dispute Assistance should email the
   Commission's Disability Rights Office at dro@fcc.gov or call (202) 418-2517
   (voice), (202) 418-2922 (TTY).

   (b) A Request for Dispute Assistance shall include:

   (1) The name, address, email address, and telephone number of the party
   making the Request (Requester);

   (2) The name of the manufacturer or service provider that the requester
   believes is in violation of section 255, 716, or 718 or the rules in this
   part, and the name, address, and telephone number of the manufacturer or
   service provider, if known;

   (3) An explanation of why the requester believes the manufacturer or service
   provider is in violation of section 255, 716, or 718 or the rules in this
   part, including details regarding the service or equipment and the relief
   requested, and all documentation that supports the requester's contention;

   (4) The date or dates on which the requester either purchased, acquired, or
   used (or attempted to purchase, acquire, or use) the equipment or service in
   question;

   (5) The Requester's preferred format or method of response to its Request
   for Dispute Assistance by CGB or the manufacturer or service provider (e.g.,
   letter,  facsimile  transmission,  telephone  (voice/TRS/TTY),  email,
   audio-cassette recording, Braille, or some other method that will best
   accommodate the Requester's disability, if any);

   (6) Any other information that may be helpful to CGB and the manufacturer or
   service provider to understand the nature of the dispute;

   (7) Description of any contacts with the manufacturer or service provider to
   resolve the dispute, including, but not limited to, dates or approximate
   dates, any offers to settle, etc.; and

   (8) What the Requester is seeking to resolve the dispute.

   (c) CGB shall forward the Request for Dispute Assistance to the manufacturer
   or service provider named in the Request. CGB shall serve the manufacturer
   or service provider using the contact details of the certification to be
   filed pursuant to § 14.31(b). Service using contact details provided pursuant
   to § 14.31(b) is deemed served. Failure by a manufacturer or service provider
   to file or keep the contact information current will not be a defense of
   lack of service.

   (d) CGB will assist the Requester and the manufacturer or service provider
   in reaching a settlement of the dispute.

   (e) Thirty days after the Request for Dispute Assistance was filed, if a
   settlement has not been reached between the Requester and the manufacturer
   or service provider, the Requester may file an informal complaint with the
   Commission;

   (f)  When a Requester files an informal complaint with the Enforcement
   Bureau, as provided in § 14.34, the Commission will deem the CGB dispute
   assistance process closed and the requester and manufacturer or service
   provider  shall be barred from further use of the Commission's dispute
   assistance process so long as a complaint is pending.

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