The process described here provides a way for telecommunications industry members or regulators to register a formal complaint about the way in which NANPA is performing its duties. The complaint process described here is for serious problems that the complainant believes are systemic, or problems that have not been resolved through the normal supervisory escalation process.

The complaint process is formal. Copies of each complaint are sent to the NANPA, as well as the Numbering Administration Oversight Working Group (NAOWG). NANPA will log, track, investigate, and report back regularly to the originator of each complaint and to the NAOWG. The complainant must agree to cooperate with NANPA and NAOWG during the investigation and resolution of the problem.

To Submit a Complaint
Send an email with the following information to Florence Weber, Vice President, NANPA fweber@nanpa.com:

• Your Name:
• Address:
• Phone Number:
• Email Address:
• Description of the Complaint:

NANPA will acknowledge receipt of the complaint and respond within two business days.

What Happens to a Complaint Once Submitted
NANPA will investigate each complaint, reporting status at least weekly or as agreed. When the investigation is complete, NANPA will prepare a resolution statement including any corrective action that we will take to preclude a recurrence of the problem.

A list of all open complaints, along with copies of all resolution statements, will be provided to NAOWG monthly for their review.

Escalation
The complainant may, at any time, escalate the complaint to the North American Numbering Council or to a regulatory body.

For more information about this process or to discuss a specific issue, please call Florence Weber, Vice President, NANPA at 925-420-0340.