Escalation Procedure
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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.
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TTY and ASCII Users: 800-720-3480
Voice and Hearing Users: 800-720-3479
Customer Service email: customerservice@massrelay.com
or write to:
MassRelay
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
Email: Monna.Wallace@state.ma.us
Director of Programs
Massachusetts State 9-1-1 Department
1380 Bay Street
Taunton, MA 02780
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
1-800-439-0183
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: consumer.complaints@state.ma.us
Or fax: 1-617-478-2591