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How to make an official complaint about your Lifeline service. And who to lodge it with.

Let’s say you’re unhappy with your free government cell phone. Or unhappy with your service provider. What’s the best way to lodge an official complaint and to whom do you complain?

We get dozens of emails and comments asking those questions every week. So we’ve put together this handy how-to-complain guide that not only tells you precisely who to complain to, but also how to complain. Yes, there’s a right way and a wrong way to complain and your complaint will be far more likely to get results if you handle it properly.

First of all, if you are unhappy with your Lifeline Assistance free government cell phone service for any reason — whether it’s a phone that stopped working soon after you got it, being unable to reach a live customer service rep, being mistakenly rejected for improper reasons, or any other problem you may have — you should complain. Loudly (but politely) and to every organization that has any authority over or influence on Lifeline Assistance companies and service.

How to complain

We’ve poured over the websites of the public utility commissions in all fifty states, communicated with many of them, and we have to give Texas credit for providing the very best, simplest explanation of how to make a complaint about your free government cell phone service (or any other utilities, for that matter).

Here’s what the Texas website says:

Before filing an informal complaint with the Public Utility Commission (PUC), contact your electric or telephone provider first and allow them to investigate your complaint. If you are unable to come to a satisfactory resolution with your provider, you should then file a complaint with the PUC’s Customer Protection Division.

The Maryland Public Service Commission website offers some very good advice that is appropriate for residents of any state:

Carefully explain your dispute in detail, describing the efforts you have made to resolve it with the company. You should note why you disagree with the company’s final determination and suggest how you want the matter resolved. Attach copies of all relevant supporting documents (bills, letters, leases, cancelled checks, etc).

Of course, the process differs from state to state, but that really is great advice. You must attempt to resolve your problem with your service provider before you consider filing a complaint with anyone. And you must provide the regulatory agency with as much back-up information as possible to prove that you have attempted to resolve the issue.

In the words of our old grandpappy, “If you don’t ask, you don’t get.” In other words, speak to your free government cell phone company’s customer service team and attempt to resolve your problem with them BEFORE filing a complain with any of the organizations listed below.

Ask to speak to a supervisor. And if your problem isn’t resolved by that supervisor, ask to speak to the supervisor’s supervisor. Keep asking until you run out of options. And only then should you consider filing a formal complaint against that service provider.

One more piece of advice from us: Be firm, but polite. Raising your voice and using foul language (no matter how frustrated you may be) will get you nowhere.

Who to complain to

There are four organizations that may help you get your problems solved.

Two of them—the Federal Communications Commission (FCC) and the Universal Service Administrative Company (USAC)—are Federal organizations. One of them—your state’s public utility commission—is a local regulator. And the final organization—your local branch of the Better Business Bureau—has no regulatory power, but instead relies on the force of public opinion.

Complain to one. Complain to all. Our wise old grandpappy also said, “The squeaky wheel gets the grease.” In other words, no one’s going to help you if you don’t ask for help.

Federal Communications Commission
Consumer Complaint Center
445 12th Street SW
Washington, DC 20554
Phone: 888-225-5322 or 888-835-5322
Website: consumercomplaints.fcc.gov/hc/en-us
Email: consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744

Universal Service Administration Company
Attn: Complaints
700 12th Street, NW, Suite 900
Washington, DC 20005
Website: LifelineSupport.org
Phone: 888-641-8722
Email: complaints@usac.org (Write “complaint” in the subject line)

Better Business Bureau

The Better Business Bureau is a non-profit organization that focuses on building trust between companies and consumers. It has 112 local local offices in most large cities and towns across the United States and Canada. It provides consumer reviews on more than 4,000,000 businesses and helps resolve disputes between consumers and those businesses.

Here’s how wikipedia.com describes the BBB:

The BBB serves as an intermediary between consumers and businesses, handling over 885,000 consumer disputes against businesses in 2013, of which close to 78% were settled.

Nearly 400,000 local businesses in North America support the BBB. The BBB prospects successfully vetted businesses to become dues-paying Accredited Businesses that pledge and continue to adhere to the BBB Code of Business Practices. In return, the BBB allows Accredited Businesses in good standing to use its trademarked logo in marketing materials.

The Better Business Bureau is not affiliated with any governmental agency. Businesses that affiliate with the BBB and adhere to its standards do so through industry self-regulation. To avoid bias, the BBB’s policy is to refrain from recommending or endorsing any specific business, product or service.

Virtually every city and town in America has a local branch of the Better Business Bureau. So instead of giving you national contact info, we’re giving you a phone number and a website that makes it easy to find your local contact info.

What kind of complaints does the Better Business Bureau handle? According to its website, “Disputes that relate to marketplace issues experienced with the services or products a business provides. BBB reserves the right to reject complaints that use abusive or foul language.” In other words, complaints about poor Lifeline service and products are right down the middle of the BBB’s strike zone.

State Utility Commissions

ALASKA
Regulatory Commission of Alaska
701 West Eighth Avenue
Suite 300   
Anchorage, Alaska 99501-3469
Phone: 907-276-6222  or 800-390-2782 (outside Anchorage, within Alaska)
Website: rca.alaska.gov

ALABAMA
Alabama Public Service Commission
Consumer Services Complaints
PO Box 304260
Montgomery, AL 36130
Phone: 800-392-8050
Website: psc.state.al.us

ARIZONA
Arizona Corporation Commission
1200 W. Washington
Phoenix, Az 85007-2996
Phone: Within Metro Phoenix 602-542-4251
Within Metro Tucson 520-628-6550
Website: azcc.gov/divisions/utilities/cons/index.asp

ARKANSAS
Arkansas Public Service Commission
P.O. Box 400
Little Rock, Arkansas 72203-0400
Phone: Complaints 501-682-1718 or 800-482-1164 (toll-free within Arkansas)
Website: arkansas.gov/psc/

CALIFORNIA
California Public Utilities Commission
505 Van Ness Avenue
San Francisco, CA 94102
Phone: 415-703-2782 or 800-848-5580 (toll-free)
Website: cpuc.ca.gov

COLORADO
Colorado Public Utilities Commission
Consumer Assistance Unit
1560 Broadway
Suite 250
Denver, CO 80202
Phone: 303-894-2070 or 800-456-0858 (if calling outside the Denver area, but within Colorado)
Email: dora_PUC_complaints@state.co.us
Website: colorado.gov/pacific/dora/file-consumer-complaint

CONNECTICUT
Connecticut Department of Public Utility Control 
Ten Franklin Square
New Britain, CT 06051
Phone: 860-827-1553 or 800-382-4586 (toll-free in Connecticut)
Email: pura.information@ct.gov
Website: ct.gov/pura/cwp/view.asp?a=3157&q=404572&puraNav_GID=1702

DELAWARE
Delaware Public Service Commission
Public Advocate
29 South State Street
Dover, DE 19904
Phone: 302-241-2555 or 888.607.2427 (toll-free in Delaware)
Email: public.advocate@state.de.us
Website: publicadvocate.delaware.gov/file-a-complaint

DISTRICT OF COLUMBIA
Public Service Commission of the District of Columbia
1325 G Street N.W.
Suite 800
Washington, D.C. 20005
Phone: 202-626-5100
Email: websupport@psc.dc.gov
Website: dcpsc.org

FLORIDA
Florida Public Service Commission
2540 Shumard Oak Blvd.
Tallahassee, FL 32399-0850
Phone: 850-413-6100 or 800-342-3552 (toll-free)
Website: psc.state.fl.us/AboutPSC/ContactInformation

GEORGIA
Georgia Public Service Commission
244 Washington Street, SW
Atlanta GA, 30334-9052
Phone: 404-656-4501 (Metro Atlanta) or 800-282-5813 (outside metro Atlanta)
Email: gapsc@psc.state.ga.us
Website: crs.psc.state.ga.us/Consumer/Contact/utilityIndustry.aspx?type=Complaint

HAWAII
Hawaii Public Utilities Commission
465 South King Street, #103
Honolulu, Hawaii 96813
Phone: 808-586-2020
Email: puc@hawaii.gov
Website: puc.hawaii.gov

IDAHO
Idaho Public Utilities Commission 
472 W. Washington
Boise, ID 83702
Phone: 208.334.0300
Website: puc.idaho.gov

ILLINOIS
Illinois Commerce Commission
527 East Capitol Ave
Springfield, IL. 62701
Phone: 800-524-0795 (toll free in Illinois) or 217-782-2024 (outside Illinois)
Website: icc.illinois.gov

INDIANA
Indiana Utility Regulatory Commission
PNC Center
101 W. Washington Street, Suite 1500E
Indianapolis, IN 46204
Phone: 800-851-4268 or 317-232-2712
Website: in.gov.iurc/2346.htm
Email: URCGeneralCounsel@urc.IN.gov

IOWA
Iowa Utilities Board
1375 E. Court Avenue, Room 69 
Des Moines, Iowa 50319-0069
Phone: 877.565.4450 (toll-free) or 515.725.7321 (Des Moines local)
Email: iub.iowa.gov/complaint-form
Website: iub.iowa.gov

KANSAS
Kansas Corporation Commission
Public Affairs & Consumer Protection
1500 SW Arrowhead Rd.
Topeka, KS 66604-4027
Email: public.affairs@kcc.ks.gov
Phone: 800-662-0027 (toll free) or 785-271-3140
Website: kcc.state.ks.us/pi/complaints.htm

KENTUCKY
Kentucky Public Service Commission
Consumer Services Division
P.O. Box 615
211 Sower Boulevard
Frankfort, Kentucky 406020615
Email: psc.consumer.inquiry@ky.gov
Phone: 800-772-4636
Website: psc.state.ky.us/PSC_WebNet/Inquiry.aspx

LOUISIANA
Louisiana Public Service Commission
602 North 5th Street
12th Floor
Baton Rouge, LA  70802
Phone: 224-342-4999 or 800-256-2397 (toll-free)
Website: lpsc.louisiana.gov/complaints.aspx

MAINE
Maine Public Utilities Commission
101 Second St.
Hallowell, ME 04347
Phone: 800-452-4699
Email form: maine.gov/mpuc/consumer/contact/index.shtml
Website: maine.gov/mpuc/telecom/index.shtml

MARYLAND
Maryland Public Service Commission
Office of External Relations
6 St. Paul Street, 15th Floor
Baltimore, MD 21202
Phone: 410-767-8028 or 800-492-0474 (toll-free)
Email form: psc.state.md.us/online-complaints/

MASSACHUSETTS
Department of Telecommunications and Cable
Consumer Division
1000 Washington Street, Suite 820
Boston, MA 02118-6500
One South Station
Boston, MA 02110
Phone: 617-305-3531 or 1-800-392-6066 (toll free)
Email: consumer.complaints@state.ma.us
Website: mass.gov/ocabr/government/oca-agencies/dtc-lp/consumer-dtc/consumer-complaint-form.html

MICHIGAN
Michigan Public Service Commission 
Customer Service Division
PO Box 30221
Lansing, MI 48909
Phone: 800-292-9555
Website: michigan.gov

MINNESOTA
Minnesota Public Utilities Commission
121 7th Place E
Suite 350
Saint Paul, Minnesota 55101
Phone: 651-296-0406 or 800-657-3782 (toll-free)
Website: mn.gov/puc
Email: consumer.puc@state.mn.us

MISSISSIPPI
Mississippi Public Service Commission
Website: psc.state.ms.us/Complaint/
Northern District:
Phone: 601-961-5450 or 800-356-6428 (toll-free)
Email: northern.district@pcs.state.ms.us
Central District:
Phone: 601-961-5430 or 800-356-6430 (toll-free)
Email: central.district@pcs.state.ms.us
Southern District:
Phone: 601-961-5440 or 800-356-6429 (toll-free)
Email: southern.district@psc.state.ms.us

MISSOURI
Missouri Public Service Commission
200 Madison Street, PO Box 360
Jefferson City, MO 65102-0360
Phone: 573-751-3234 or 800-392-4211 (toll-free)
Consumer Hotline: 800.392.4211
Website: psc.mo.gov

MONTANA
Montana Public Service Commission
Attn: Consumer Assistance
PO Box 202601
Helena, Montana 59620-2601
Email: PSChelp@mt.gov
Phone: 406-444-6150 or 800-646-6150 (toll-free)
Website: psc.mt.gov/Consumers/Consumer%20Assistance/

NEBRASKA
Nebraska Public Service Commission
1200 N Street
Suite 300
Lincoln, NE 68508
Phone: 402-471-3101 or 800-526-0017 (toll-free in Nebraska only)
Complaints: psc.nebraska.gov/admin/admin_forms/Complaint_Form.htm
Website: psc.nebraska.gov

NEVADA
Nevada Public Utilities Commission
1150 E. William Street
Carson City, NV 89701-3109
Phone: 775-684-6101
Email: puccompliance@puc.nv.gov
Website: puc.nv.gov/Contact/Consumer_Division/

NEW HAMPSHIRE
New Hampshire Public Utilities Commission
Consumer Affairs Division
21 South Fruit Street, Suite 10
Concord NH 03301-2429
Phone: 603-271-2431 or 800-852-3793 (within NH only)
Email: puc@puc.nh.gov
Website: puc.state.nh.us/Consumer/complaint.htm

NEW JERSEY
New Jersey Board of Public Utilities
Division of Customer Assistance
44 South Clinton Ave, 9th Floor
PO Box 350
Trenton, NJ 08625-0350
Phone: 800-624-0241
Website: nj.gov/bpu/assistance/complaints/

NEW MEXICO
New Mexico Public Regulation Commission
PERA Building
P.O. Box 1269
Santa Fe, NM 87504
Phone: 888-427-5772
Website: nmprc.state.nm.us

NEW YORK
New York State Public Service Commission
Office of Consumer Services
NYS Department of Public Service
3 Empire State Plaza, Albany, NY 12223
Phone: 800-342-3377
Website: dps.ny.gov

NORTH CAROLINA
North Carolina Utilities Commission
4325 Mail Service Center
Raleigh, NC  27699-4300
Phone: 919-733-9277 or 866-380-9816 (toll-free)
Website: ncuc.commerce.state.nc.us
Email: Consumer.Services@psncuc.nc.gov

NORTH DAKOTA
North Dakota Public Service Commission 
600 E. Boulevard, Dept. 408
Bismarck, ND 58505-0480
Phone: 701-328-2400 or 877-245-6685 (Toll-Free)
Email: ndpsc@nd.gov
Website: psc.nd.gov

OHIO
Ohio Public Utility Commission
180 East Broad Street
Columbus, Ohio 43215
Phone: 614-466-3292 (in Columbus area) or 800-686-7826 (toll-free)
Website: puco.ohio.gov

OKLAHOMA
Oklahoma Corporation Commission
2101 North Lincoln Blvd
Oklahoma City, OK 73105
Phone: 405-521-2331 or 800-522-8154 (Toll Free outside OKC metro)
Website: occeweb.com

OREGON
Oregon Public Utility Commission
201 High St SE, Suite 100
Salem, Oregon 97301-3398 
Phone: 503-378-6600 or 800-522-2404 (toll-free within Oregon)
Email: puc.consumer@state.or.us 
Website: puc.state.or.us

PENNSYLVANIA
Pennsylvania Public Utility Commission
Bureau of Consumer Services
P.O. Box 3265
Harrisburg, PA 17105-3265
Phone: 800-692-7380
Website: puc.state.pa.us/filing_resources/filing_complaints.aspx

RHODE ISLAND
Rhode Island Division of Public Utilities and Carriers and the Public Utilities Commission
89 Jefferson Boulevard
Warwick, RI 02888
Phone: 401-941-4500
Email: thomas.kogut@dpuc.ri.gov
Website: ripuc.org/consumerinfo/filecomplaint.html

SOUTH CAROLINA
South Carolina Public Service Commission
Office of Regulatory Staff
Consumer Services Division
1401 Main Street, Suite 900
Columbia, SC 29201
Website: regulatorystaff.sc.gov
Phone: 803-737-5230 or 800-922-1531 (toll-free)

SOUTH DAKOTA
South Dakota Public Utility Commission
Capitol Building, 1st Floor
500 East Capitol Avenue
Pierre, SD 57501-5070
Phone: 605-773-3201
Website: puc.sd.gov/contact

TENNESSEE
Tennessee Regulatory Authority
Consumer Services Division
502 Deaderick Street
Nashville, TN 37243
Phone: 615-770-6897 or 800-342-8359
Email: jimmie.hughes@tn.gov
Website: tn.gov/tpuc/topic/csd-utility-complaint-resources

TEXAS
Texas Public Utility Commission
PUC Customer Protection
P.O. Box 13326
Austin, TX 78711-3326
Phone: 888-782-8477
E-mail: customer@puc.texas.gov
Website: puc.texas.gov

Just as a side note, the Texas PUC has a great website that makes it very easy to file both informal and formal complaints.

UTAH
Utah Public Service Commission
P.O. Box 146751
Salt Lake City, UT 84114-6751
Phone: 801-530-7622 or 800-874-0904 (toll-free)
Website: psc.utah.gov

VERMONT
Vermont Department of Public Service
Vermont Public Service Board
112 State Street
Montpelier, VT 05620-2701
Phone: 802-828-2358
Website: psb.vermont.gov/telecommunication

VIRGINIA
Virginia State Corporation Commission
Division of Public Utility Regulation
State Corporation Commission
P.O. Box 1197
Richmond, VA 23218
Phone: 804-371-9611
Website: scc.virginia.gov

WASHINGTON
Washington is one of only two states that does not help consumers address problems with Lifeline Assistance company. In fact, this is a quote from the UTC: “The UTC can help with enrollment issues or the application of the Lifeline credit for landline service only. Wireless Lifeline complaints should go to the Universal Service Administrative Company which is the federal administrator of the program.” We have provided contact information for the USAC (above).

WEST VIRGINIA
West Virginia Public Service Commission
c/o Customer Assistance
201 Brooks Street
PO Box 812
Charleston, WV 25323
Phone: 800-642-8544
Website: psc.state.wv.us/Complaints/default.htm

West Virginia actually has very helpful, detailed information on filing complaints, but it’s buried
and difficult to find on the states incredibly cluttered website.

WISCONSIN
Wisconsin Public Service Commission
Universal Service Program Complaints
P.O. Box 7854
Madison, WI 53707-7854
Phone: 608-266-2001 or 800-225-7729 (Toll-free)
Website: apps.psc.wi.gov/vs2010/complaint/consumer/FileComplaint.aspx

WYOMING
Like Washington, Wyoming is has no process for handling Lifeline consumer complaints. A
representative of the Wyoming Public Service Commission told us, “Since we do not regulate
cell service, complaints for poor service on (consumers’) Lifeline phones should go to the
Federal Communications Commission.” We have provided contact information for the FCC
(above).

The Wyoming Public Service Commission later clarified that information by saying, “…while the Wyoming PSC does not have general jurisdiction over wireless carriers, it does have jurisdiction over wireless Lifeline providers in the designation and certification of Eligible Telecommunications Carriers process. Therefore, in the event that any customer complaints received by the WPSC raised any concerns about the fitness of a carrier to continue as an ETC, the WPSC would take appropriate action.”

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  1. If you are going to ask "how do I get a cell phone?" go here instead.
  2. If you are going to ask "how do I get a replacement phone," go here instead
  3. We are not your cell phone company. All technical questions should be asked of your vendor.
  4. Your comments are moderated, and we will manually approve those worth publishing within 24 hours.

Comments

  1. once again great info. i stumbled across your site after two days of having to deal with the lifeline provider maze. Its hard enough being in the situation of losing everything to an unscrupulous business partner who embezzled everything you have (when your Ex grows up on the same street as the assistant DA in the town you were living in and your ex wife’s sister being married to the ADA’s brother really paid off in spades) to run off with a guy who sold you a $60,000 paint machine for one of the 5 bushiness you owned, let alone now having to rely on someone to take care of your needs. Now throw in the mix of having someone use your SS# along with your identity to gain free phones from one provider to the next. And being told by the jobber “Just Deal With It”. I guess in the short term I will have to accept it, so…… I started the round robin between providers as I desperately needed a phone. So as I march down tent alley in my town of Modesto (great article as well) in the Country of California. I came across an American ASSistance booth and was accepted for service. THANK YOU BABY JESUS! Having a newer car i was able to pick up some money delivering for DoorDash and Uber eats. Once I was ready to go a screen popped up “PLEASE check automatic time zone” OK I’m a 57 year old computer literate person who has the worst grammar skills on the planet, I go in change the settings, great lets gooooooooo! Now if I lived in up state NY id be making money right now. SOOOOOOOOOO……I call CS and am told “You are unable to change your time on automatic time zone” (insert voice of someone who knows nothing about our culture or language) When I try and explain my situation and how delivery apps work I will always miss my time windows due to being 3 hours behind EST living on PST. I let the DA on the other end know to cancel my service and I was told sorry cant help you “CLICK”! Going through a very messy and nasty “D” is hard enough. I stopped drinking and smoking last week. Someone stole my identity preventing me from providing for myself and now I’m being told “Deal with it”, “Accept it” and my personal favorite “You’re just gonna have to “Settle for it”. TWO DAYS now trying to get this taken care of. My poor keyboard is screaming at me to lighten up, my fingers are numb. Your site possibly has saved my life, I found it very easy to navigate and very informative”. To the guy that ranted on about some minor thing, yes, take a chill pill and move on. There are people that have real issues, Get a life! So once again THANK YOU THANK YOU THANK YOU for being an SME when it comes to this stuff. As i reflect back on my time in school I wish I would have paid more interest during english class.

    Reply

  2. Recently, Assurance Wireless issued/shipped ” ANS-UL40 ” ( American Network Solutions, to their customers.
    This cell phone contains FREE Unwanted Ads & FREE Unwanted many Apps.

    These FREE Ads distrups incoming calls. ( It is a Defective” product, without Guarantee card)
    I sent an e-mails to Assuranse Wireless, after 8 days hot discussion, Assurance Wireless agreed to replace it without any additional charges.

    The said cell phones are imported from China, by “Aerican Network Solution” who uploaded Unwanted FREE Ads &
    Unwanted FREE Apps.

    The manufacturer/suppliers can NOT impose/force Senior Citizens to watch Unwanted FREE Ads & Unwanted FREE Apps.It is against various State & Federal laws.

    My friendly advice to all Senor Citizens, NOT to accept cell phones with Ads/Apps.

    Reply

  4. Great – what to do and how to do it, complete listings of who to contact, for all Lifeline providers complaints in one place, for Lifeline users to reference and use – cooool…

    I’ve preached this (said time and time again and referenced it, for other posters) in two Lifeline providers articles comments area here.
    (Maybe only once fully), as I was forced to do in getting compliance by them.

    The USAC and BBB I’ve used, the BBB is not a very effective means, the USAC was superior being the administrators of the Lifeline program over the service providers, BBB is slow as a middleman.

    BBB is good to let other users see yours and everybody else’s complaints pile up in a web record filed against problem LL program providers.

    Universal Service Administration Company was what resulted in the most happy process and results with it’s envelopment, as I was contacted back quicker by them and could relay on to them what wasn’t working with talking to the supervisor of my Lifeline provider or the instructions the LL provider given me even working.

    This process in the steps and of USAC website has changed up some from my prior experience. Maybe still being a middleman to a resolution, but you now have to go thru step 1 and then on to step 2 in order and so on, as I’ve read it when the website layout and process was changed.

    I think if they (USAC) did a three-way call when you’d get to the last step in the process – would bring even quicker resolutions to users.
    A conference call with you, USAC and your Lifeline provider all working together in one clear communication so everybody knows.

    This is as long an article – guide, as I’ve written sometimes here of my comments -OOP’s telling on myself.

    Thanks for offering this much need guide in one place for all to find, then for putting up with me – the old wind bag…

    Steve

    Reply

      • I’m just starting the process of getting answers and action on my free phone and service. I get no bars on the phone so no outgoing and incoming calls are possible. Will I loose my benefit by not using my service for required minimums? I complain to assurance wireless about the problem only to get tech support trying to fix the problem to no satisfactory ending. Quite the run around! I just contacted my congressman for help. He is sending me paperwork to allow his office to do the contacting and speaking on my behalf. Has anyone else tried this method? It’s ashamed elderly disabled people should have to be treated this way just to obtain a satisfactory service their tax money has already paid for! Any feed back about getting my congressman involved is appreciated.

        Reply

        • Under normal circumstances, your account should be cancelled if the phone is not used for 30 days or more. Quite honestly, we’re not sure what happens in a case such as yours, but it’s hard to imagine that they would cancel under your circumstances.

          Reply