Escalation Procedure


If you have suggestions, comments or concerns, please contact:

MassRelay Customer Service who is available to answer all of your relay calling questions. If you call about a specific experience, please provide as much information as possible, such as the relay operator's ID number, the date, and the time of the call.


MassRelay Customer Service is available 7 days as week, 24 hours per day, 365 days a year.



TTY and ASCII Users: 800-720-3480

Voice and Hearing Users: 800-720-3479

Customer Service email:


or write to:


703 W. Housatonic Street
Suite 148
Pittsfield, MA 01201

If MassRelay Customer Service does not resolve your issue you may contact the MassRelay Administrator.

Or write to:

Monna Wallace


Director of Programs
Massachusetts State 911 Department
151 Campanelli Drive
Middleborough, MA 02346

Voice/Hearing Users 508-828-2911

Through MassRelay at 711

If you are still not satisfied, you may call:

Massachusetts Department of Telecommunications & Cable

1-800-392-6066 Voice

1-617-305-3531 Voice

Through MassRelay at 711 or


or write to:

Consumer Division, Department of Telecommunications & Cable

Massachusetts Department of Telecommunications and Cable
1000 Washington Street, Suite 820
Boston, MA 02118-6500

Or e-mail to:

Or fax:  1-617-478-2591