National Pooling Administration
Tools - Problem Resolution Process
Supervisory Escalation Process

 

The procedure described here provides a method to resolve problems involving Pooling Administration using our supervisory escalation process.

For matters concerning the Pooling Administration Service Center (PASC), contact Gary Zahn, Regional Director (PASC), at 925-420-0341 or gzahn@somos.com. Mr. Zahn will promptly direct the matter to the appropriate supervisory personnel for initial review and resolution. The first level supervisor will investigate and report to the complainant within one business day. If the matter is not being resolved to the satisfaction of the complainant within five business days, the matter will automatically be escalated to Mr. Zahn.

For any other pooling related matters, contact Florence Weber, Pooling Director, at 925-420-0340 or fweber@somos.com. If appropriate, Ms. Weber will promptly direct the matter to the proper supervisory personnel for initial review and resolution. The first level supervisor will investigate and report to the complainant within one business day. If the matter is not being resolved to the satisfaction of the complainant within five business days, the matter will automatically be escalated to Ms. Weber.

If the normal supervisory escalation process has not resolved the issue, a formal complaint process is available.

Filing a Formal Complaint
The process described here provides a method to register a formal complaint about the way in which Pooling Administration (PA) is performing its functions. 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. A copy of each formal complaint will be forwarded to the FCC.

A copy of each complaint is automatically sent to the Pooling Director. PA will log, track, investigate, and report regularly to the complainant within ten (10) business days.¹ The complainant must agree to cooperate with PA during the investigation and resolution of the problem.



¹Section 2.7.4 of the Thousands Block Pooling Contractor Technical Requirements states that “the contractor shall notify the FCC of the problem within one business day. The contractor shall investigate the problem and report back within a period of not more than 10 business days from the date of the complaint, to the FCC and to the telecommunications industry participant on the results of such investigation and any corrective action taken or recommended to be taken.”


How to Submit a Complaint
To submit a complaint, click here to complete the form (DOC) and email it to Florence Weber, Pooling Director, at fweber@somos.com, and cc gzahn@somos.com. We will acknowledge receipt of the complaint and notify the FCC that we have received the complaint within one business day.


What Happens to a Complaint Once it is Submitted
The PA will investigate each complaint. When the investigation is complete, we will report to the FCC and to the telecommunications industry participant, within no more than 10 business days from the date of the complaint, on the results of such investigation and any corrective action taken or recommended to be taken.

More information
For more information about this process or to discuss a specific issue, please contact Florence Weber, Pooling Director at 925-420-0340 or fweber@somos.com