# June 27, 2001

Magalie Roman Salas

Office of the Secretary

Federal Communications Commission

445 12^th^ Street, SW

Washington, DC 20544

Jenifer Simpson

Disabilities Rights Office

Consumer Information Bureau

Federal Communications Commission

445 12^th^ Street, SW

Washington, DC 20544

RE: TRS Consumer Complaint Log Summaries for June 1, 2000 through May
31, 2001

Docket \# 98-67

Dear Ms. Salas and Ms. Simpson,

The State of Wisconsin, Department of Administration, respectfully
submits the following summary of complaints alleging a violation of
federal minimum standards as it relates to the provisioning of
Telecommunications Relay Service. Hamilton Relay, with corporate offices
located at 1001 12^th^ Street, Aurora, NE 68818, is under contract with
the State of Wisconsin to provide Telecommunications Relay Service.

Hamilton tracks all complaints and all other customer service activity
for the State of Wisconsin. The State of Wisconsin's complaint summary
is associated with the following database categories:

-   Ring No Answer

-   Busy Signal/Blockage

-   Relay Not Available 24 hours a day

-   CA Typing Speed

-   CA Hung up on the Caller

-   Failed to use recording feature to record answering machines,
    interactive response recordings, etc.

-   Failed to follow proper Emergency Call Handling Procedures

-   Failed to use proper Speech to Speech Call Handling Procedures

-   Failed to use proper Spanish to Spanish Call Handling Procedures

-   Breach of Confidentiality

-   Replaced CA improperly in the middle of a call

-   Failed ASCII or Baudot Connection

-   Carrier of Choice not Available or Other Equal Access problems

-   Did not supply information on how to file a complaint with the FCC

The following complaints were all "filed" ( reached Hamilton via e-mail,
telephone, regular mail, etc.) with our TRS provider.

27 Ring No Answer Complaints on 22 different days

-   Relay callers tried to reach the relay at peak times. Hamilton
    answered greater than 85 percent of all calls within 10 seconds on
    19 of the 22 days in which complaints were received (a total of 23
    complaints were received for these 19 days). All customers were
    satisfied with our resolution (to continue to hold for the next
    available CA) with the exception of one relay user who stated he
    would report our answer performance to the FCC and disconnected from
    Customer Service.

-   Hamilton did not answer 85 percent of all calls within 10 seconds on
    three days in which complaints were received (a total of 4
    complaints were received for these four days). All four callers were
    satisfied with our resolution. Hamilton added additional staff to
    ensure compliance with FCC regulations. Overtime hour bonuses were
    paid to address the immediate need while the hiring and training
    processes were under way.

One complaint regarding use of recording feature

-   Relay user stated that the CA did not type the entire recording as
    he/she did only received six digits of a telephone number rather
    than seven. The CA was retrained and monitored closely to proper use
    of the recording feature.

None of the other database categories contained any complaints. Hamilton
normally provides a resolution to all complaints within 72 hours unless
otherwise stated. None of the complaints above remain unresolved unless
otherwise stated.

Please feel free to contact myself at 608-267-6934 TTY or Dixie Ziegler
with Hamilton Relay at 800 618 4781 V/TTY with any questions regarding
the above.

Sincerely,

Jack R Cassell

WI TRS Contract Administrator

Wisconsin Department of Administration

101 E. Wilson, St. 8th Floor

Madison, WI 53707-7844

Voice: Call Relay @ 1-800-947-6644 then Ask Assistant to call my TTY
number

below:

TTY: 608-267-6934

FAX: 608-266-2164

E-Mail: jack.cassell@doa.state.wi.us

E-Mail Pager\*: jackr@wyndtell.com

\*(short message only)