closed captioning complaintsYou’re watching your favorite television show while working out at the gym. The scene is getting very exciting, when all of a sudden the closed captioning drops off the screen! What happened? You can’t hear it, and now you can’t read it either. You stop the treadmill and stare at the TV in disgust. You want to complain, but you don’t know who to complain to. Will anyone even care?

You bet they will! At the very start of 2015, the FCC (aka the people who care a whole lot about these captions) launched a brand new website. It’s called the Consumer Help Center and it’s open for consumers to voice their closed captioning complaints.

Poor-quality closed captioning can cause a variety of issues for consumers. If you’ve ever seen the captioning drop off the screen, the timing of the captioning be too slow or fast, or the captioning not match the audio – you know what we’re talking about. Sometimes there are even grammatical and spelling errors in the captioning, or the captioning covers up the face of the speaker. Consumers should never have to deal with bad quality when it comes to captioning.

When you contact the Consumer Help Center, you will be able to file your complaint and let the FCC know what you experienced. Even better, you will be able to track the status of your complaint as it is delivered and investigated. Here’s how it works:

  1. You are asked to file your complaint within 60 days of the error occurring on TV. You must also provide evidence of the violation. Once you do this, the FCC will send your complaint to the video programming distributor. He or she must respond within 30 days of receiving your complaint.
  2. If the video programming distributor is exempt from closed captioning responsibility, he or she has 7 days to forward the complaint to the responsible party. The video programming distributor must also notify both you and the FCC that he or she has forwarded the complaint. The responsible party then has 30 days to respond in writing to the complaint.
  3. If the video programming distributor or other responsible party does not respond to you within 30 days, or if the response doesn’t satisfy you, you have 30 days to file another complaint with the FCC. The FCC will then forward the new complaint to the video programming distributor and the distributor must respond to the FCC and you within 30 days.
  4. When responding to all complaints, the video programming distributor must provide the FCC with all records and documentation to prove that he or she was following FCC compliance.
  5. The FCC may look at certifications from programming suppliers to ensure that they are compliant. Video programming distributors won’t be held responsible in situations in which a program source falsely says they are compliant with the FCC.
  6. The FCC will review all complaints and evidence and will determine if there was a violation. If a violation has happened, there may be penalties.

One great thing about working with Metro Captions is that you never have to worry about low-quality captions. Our captions are always accurate, never drop off the screen and never interrupt the picture. Read more about our services and see what makes us stand out from the rest!

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