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Filing a Closed Captioning Complaint
Background. Closed captioning
allows persons with hearing impairments to access television
programming by displaying the audio portion of a television
program as text on the television screen. In 1996,
Congress required video programming distributors (cable operators,
broadcasters, satellite distributors, and other multi-channel
programming distributors) to close caption their television
programs, with certain exemptions. (47 U.S.C. § 613) The
Federal Communications Commission (FCC) issued rules to implement
this requirement, including procedures for filing complaints
when violations occur. (47 CFR § 79.1)
The closed captioning rules apply only to non-emergency programming. Complaints
about lack of access to emergency information are
discussed separately below.
Filing Closed Captioning Complaints.
Contacting your TV Program Distributor. The
FCC’s rules require that, before contacting the FCC,
you must first complain in writing to your television
program distributor (i.e., your cable or satellite TV, or
other subscription service if you pay for any of these services,
or the TV station broadcasting the program, if you do not
pay for cable, satellite, or other service).
The mailing address for your cable or satellite TV provider
is usually on the back of your bill, or you can phone the
Customer Service number of the provider and ask for the mailing
address. Mailing addresses of TV stations are generally
found in phone directories. Letters should be addressed
to the General Manager or CEO of the company.
Time Requirements. Your
written complaint to the TV program provider must be sent
before the end of the calendar quarter following the calendar
quarter when the problem occurred. For example, if
the problem occurred on January 28, 2008 (1st quarter), your
complaint must be filed by June 30, 2008 (end of 2nd quarter).
Contents of Complaint. Closed
captioning complaints should be very specific. Include
the following information in your complaint to the TV programming
distributor.
State that Your Complaint is Being Filed Under the
FCC Closed Captioning Rules (47 CFR § 79.1).
Your Name: _____________________________________________________
Your Address: ___________________________________________________
Your Telephone Number: __________________________________________
Your Email Address: ______________________________________________
Name of the TV Program(s) or Show(s) with the Captioning
Problem: _____
The Number and Name of the Channels the Show was
on (for example, Channel 28, WYZZ, or Channel 106, the
Story Channel): ___________________________
The Date(s) and Time(s) You Experienced the Closed
Captioning Problem: ___
Detailed Description of the Captioning Problem (for
example, “no closed captioning during entire show” or “closed
captioning disappeared halfway into the program” or “the
closed captioning text was garbled or unreadable.”): ________________
Complaining to the FCC. If
you are unsatisfied with the response you receive from the
TV programming distributor, or the TV programming distributor
does not respond at all after about 45 days, you may complain
to the FCC.
- You should contact the FCC quickly, within
30 days.
- Send a written letter to the FCC with the information
contained in your complaint to the TV programming distributor. You
must include a copy of the original complaint to the
TV distributor and a copy of the response you received,
if any.
- You may include further information such as videotapes,
or copies of schedules showing the CC logo that was shown
without closed captioning.
- Send the complaint to
the following address
Federal
Communications Commission
Attn. CICD/CGB
445 12th
Street S.W.
Washington,
DC 20554
Access to Emergency Information. The
FCC requires that video programming distributors that provide
emergency information make it accessible to people who are
deaf or have hearing impairments. Emergency information
is that which helps to protect life, safety, or property,
such as hazardous weather, hazardous chemical spills, or
power failures. The information displayed visually
must include critical details about the emergency and how
to respond. Most stations close caption emergency information.
If you have a complaint alleging a violation of the rules
requiring access to emergency information, you can send it directly to
the FCC by any reasonable means --
- Email to fccinfo@fcc.gov
- Fax to 1-866-418-0232
- Phone by calling 1-888-225-5322 (voice) or 1-888-835-5322
(TTY)
- Mail to the address shown above for closed captioning
complaints.
Your complaint should include
- the name of the TV programming distributor,
- the TV channel and name,
- the date and time of the omission of access to emergency
information,
- the type of emergency,
- your personal contact information.
The FCC will notify the programming distributor and work
to resolve the problem.
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