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How Are Toll-Free Numbers Assigned?
Toll-free numbers are assigned on a
first-come, first-served basis by entities referred to as
“Responsible Organizations” or “RespOrgs,” or other
toll-free service providers. These entities, which may or
may not be telephone companies, 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 RespOrg or other toll-free
service provider if you want to obtain a toll-free number.
These entities can access the database and reserve a number
for subscribers. There are several hundred RespOrgs and
toll-free service providers in the United States. You can
find a complete list on the SMS/800 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 requires that toll-free numbers be portable, meaning
that a toll-free number subscriber can “port” his or her
number to a new provider when changing toll-free number
service providers. The FCC’s rules designate the criteria
for determining the status of each toll-free number, and
prohibit “warehousing” and “hoarding” of toll-free numbers.
The FCC, however, is not involved in
the day-to-day assignment of toll-free numbers, does not
have direct access to the toll-free number database, and
cannot provide any information about the status of a
toll-free number or 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.
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 RespOrg or 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. RespOrgs or 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.
Filing a Complaint with the FCC
If you have a problem with a company
providing toll-free numbers or service, first try to resolve
it with that company or the company that bills you for the
service. If you can’t resolve it directly, you can file a
complaint with the FCC. There is no charge for filing a
complaint. You can file your complaint using the on-line
complaint Form 2000B found on the FCC Web site at
www.fcc.gov/cgb/complaints.html. You can also file your
complaint with the FCC’s Consumer Center by e-mailing
fccinfo@fcc.gov;
calling 1-888-CALL- FCC (1-888-225-5322) voice or
1-888-TELL-FCC (1-888-835-5322) TTY; faxing 1-866-418-0232;
or writing to:
Federal Communications
Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
What to Include in Your Complaint
The best way to provide all the
information the FCC needs to process your complaint is to
complete fully the on-line complaint Form 2000B. If you do
not use the on-line complaint Form 2000B, your complaint, at
a minimum, should indicate:
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your name, address, e-mail address,
and phone number where you can be reached;
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the telephone and account numbers
that are the subject of your complaint;
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the names and phone numbers of any
companies involved with your complaint;
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the amount of any disputed charges,
whether you paid them, whether you received a refund or
adjustment to your bill, the amount of any adjustment or
refund you have received, an explanation if the disputed
charges are related to services in addition to residence
or business telephone services; and
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the details of your complaint and any
additional relevant information.
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