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Commission to Handle Wireless Complaints
 
Wireless Assurance of Voluntary Compliance
 
In January 2005, the PUC began working wireless complaints under an interagency agreement with the Department of Justice Consumer Fraud Division (DOJ).  The DOJ had entered into an Assurance of Voluntary Compliance, along with 27 other states, against Verizon Wireless, Sprint PCS and Cingular Wireless (now also including AT&T Wireless after Cingular’s purchase).  The agencies felt that PUC’s existing infrastructure to handle consumer complaints involving the companies was an efficient allocation of state resources and benefits the public by enhancing DOJ’s ability to monitor and insure the companies’ compliance with the terms and conditions of the AVC.  The PUC reports trends to DOJ in addition to providing quarterly reports.  The DOJ reimburses the PUC for the costs of the investigations and the reports. 
 
Under these agreements, the companies agreed to:
 
  1. To provide accurate coverage maps to customers;
  2. To allow new customers to terminate a wireless contract for any reason within 14 days of activation without paying an early termination fee;
  3. To return any activation or other "non-usage" based fee charged to consumers who cancel within three days of activation;
  4. To disclose material terms and conditions of the plans in advertising, when soliciting new customers through telemarketing and in writing after a customers purchases a new plan;
  5. To separately state the charge for each plan feature or service on customer bills, and;
  6. To not represent that the companies discretionary cost recovery fees are taxes or some other type of government required fee.
 
Customers can file complaints by calling the Commission at 1-800-522-2404.  Complaints can also be filed with the Commission on-line or by email at Complaint Procedure.  Customers can also file complaints by calling the Oregon Attorney General’s hotline at (503) 378-4320 (Salem area only), (503) 229-5725 (Portland only) or toll-free at 1-877-9392.  Complaints can also be filed with the Oregon Department of Justice on-line or by email at  Financial Fraud /Consumer Protection.