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Slamming Complaint Process

"Slamming" occurs when you have been transferred without your permission from your authorized carrier to a carrier you have not authorized.  If you believe that you have been slammed, you have the right to complain to the Public Staff Consumer Services Division. The Consumer Services Division will assist you in resolving your dispute according to the procedure outlined below.

Method of Filing: Customers who believe they have been slammed should contact the Public Staff Consumer Services Division regarding their slamming complaints by letter, fax, or telephone call.

Location of Filing:
  Slamming Complaint Form can be found on the Public Staff Consumer Services web site.

Mailing address: Slamming Section
Consumer Services Division
Public Staff -- North Carolina Utilities Commission
4326 Mail Service Center
Raleigh, North Carolina 27699-4326
Consumer complaint
phone numbers:
Toll free: 1- 866-380-9816
Local: 919-733-9277
Fax phone number:       919-733-4744

        Filing fees:        None

        Documentation should include:
        The Public Staff's Consumer Analyst (Analyst) obtains the following from the customer and/or local exchange company (LEC):

  1. Name on the account.
  2. Telephone numbers for the lines involved.
  3. Name of alleged unauthorized carrier (AUC).
  4. Copies of bill pages showing charges in dispute and confirming identity of AUC.
  5. Name of LEC.
  6. Status of account (pending disconnection, current, etc.).
  7. Duration of problem or the period covered.
  8. History of preferred interexchange carrier (PIC) assignments.
  9. Copies of typical bill page from PIC.
  10. Amount of money customer perceives to be in dispute.
  11. Agreement from LEC that the account will not be treated while the charges are in dispute.

        The Analyst obtains the following from the AUC:

  1. Proof of authorization to request switch by LEC: copy of letter of authorization (LOA) or third-party verification (TPV).
  2. Agreement to remove the customer from its database for soliciting.

        The Analyst contacts the customer to confirm whether or not a valid authorization occurred. If necessary, the Analyst verifies the signature on the LOA with the customer's drivers license, earlier correspondence, or the like. With TPV, the Analyst determines whether or not the person speaking has authority to switch, and if so, whether he was fully aware he was authorizing a switch.

        Procedure (Safeguards, Deadlines, Appeal Rights):

        The general procedure to be followed is set out below:

  1. Customer complains to the Public Staff's Consumer Services Division.
  2. The Consumer Services Division gathers information as set out above.
  3. The Consumer Services Division notifies the AUC of the complaint, instructs the AUC that FCC rules require it to remove all unpaid charges from the subscriber's bill pending a determination of whether or not an authorized change has occurred (if the AUC has not already done so), and requires proof of verification from the AUC within 21 days. North Carolina's verification requirements meet or exceed the requirements of the FCC's rules.
  4. Based upon the information received from the subscriber and the AUC, the Consumer Services Division assesses the information and advises the AUC and subscriber whether or not it appears that a slam has occurred. If it does appear that a slam has occurred, the Consumer Services Division asks the AUC to provide the remedies authorized by 47 U.S.C. § 258(b).
  5. If either the customer or AUC disagrees with the Consumer Services Division's assessment, either party may file a formal complaint with the Commission. If the Commission finds that verification is inadequate, federal and state remedies in accordance with 47 U.S.C. § 258(b) will apply.

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